Macy's

Dear [redacted], We are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Best regards, Sharlita H.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]  Sharon, FYI – Macy’s credit of $199.92 has been posted on my [redacted] credit card. Still waiting for the $200 check to help cover the stairway damage. Many thanks for your help. Best, [redacted]

[redacted]   [redacted]   August 08, 2016     [redacted], [redacted]   Re:  Macy's [redacted] Account ending in [redacted]         Macy's store account ending...

in [redacted]         Complaint ID [redacted]     Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com concerning your above referenced Macy's accounts.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank.    I regret any inconvenience you may have experienced regarding the receipt of your payment and the reporting of your Macy's store account ending in [redacted].  I can understand your frustration and disappointment and I am truly sorry.  Please accept my apology for any frustration you may have experienced when attempting to resolve this matter.  The customer service you have described is not consistent with the level of service we strive to provide and we appreciate your feedback.    Our records show that your payment of $275.59 made on September 26, 2015, at the Macy's [redacted] store, was credited to your Macy's [redacted] account ending [redacted], as indicated on the enclosed payment receipt.  This payment was reflected on your Macy's [redacted] monthly statement for the billing period closing October 5, 2015.  Your Macy's [redacted] monthly statement for the billing period ending October 5, 2015, also showed you had a previous balance of $134.68 and that you made additional purchases of $214.33.  Because we did not receive a payment by the due dates of November 1, 2015, and December 1, 2015 your Macy's [redacted] account was charged monthly late fees and interest charges bringing your balance to $253.93.  When we did not receive a payment by the due date of January 1, 2016, your Macy's [redacted] account was charged a late fee of $38.00 and an interest charge of $4.03.  We received payment of $296.62 on January 7, 2016, which brought your account to a zero ($0.00) balance.  I have enclosed the monthly billing statements for the Macy's [redacted] Account ending in [redacted] for the billing periods ending October 5, 2015, through June 3, 2016, and the monthly billing statement for the Macy's store account ending in [redacted] for billing period ending October 26, 2015, for your review.    We have transferred your misapplied payment of $275.59 to your Macy's account ending in [redacted].  Your balance on Macy's account ending in [redacted] is now zero ($0.00).  We will instruct the credit reporting agencies to update their records and remove the delinquencies on Macy's account ending in [redacted] for the time periods November 2015 to July 2016.  Please allow the credit reporting agencies up to thirty (30) business days to process our request. As a result of this payment adjustment, you will now have an outstanding balance of $275.59 on your Macy's [redacted] account.  As a courtesy, we have removed the interest charges totaling $11.73 and late fees in the amount of $104.00 that were previously assessed to the Macy's [redacted] account.  The remaining merchandise balance on your account is $159.86.  You can mail a payment, pay at the store, call our Customer Service Department to make a payment, and you also can make payments through your bank's bill paying service.  We encourage you to make payment for the full balance to avoid any further fees on your account by September 1, 2016.   [redacted], we appreciate you allowing us the opportunity to respond to your concerns.  If you have any further questions or concerns, please contact me personally at the number below.  Sincerely,   Diane M.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc:  [redacted]      The Revdex.com         [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license.                                          The Macy's [redacted] Card program is issued and administered by Department Stores National Bank.

Dear [redacted], We are in receipt of Revdex.com Complaint #[redacted].*  After numerous attempts by phone and email, we have not had any contact with the referenced customer. Based on this, we are closing the issue due to no response. I will remain available should the customer reach back out to...

have this issue resolved. Sincerely, Tranesse S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### ext:32921 Fax: ###-###-####

May 10, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted]'s complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have,...

however, left her several messages regarding her concerns. To date, I have not received a response back. Based on the above, I am closing this complaint. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

February 14, 2017 [redacted] Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted] Dear [redacted]:  We are in receipt of your response to our reply to your Revdex.com complaint.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to review and respond to your ongoing concerns regarding your Macy’s [redacted] account. Our decision to close an account and lower a customer’s credit limit due to inactivity is a precautionary measure that protects both our customers and Macy’s from unauthorized use of inactive accounts.  We believe this is a customary practice in the credit card industry; however, each lender may establish their own time period for inactivity.[redacted], our position on this situation, as outlined for you in our letter dated January 26, 2017, has not changed. Information regarding non-activity and actions the Bank may take is clearly stated in the terms of your credit card agreement.  Because of your account’s extended period of inactivity, the account was closed, and we are unable to reopen it.  If you would like to open a Macy’s [redacted] account in the future, a new application would be required.  We appreciate this additional opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below. Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension 73381cc[redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]   As of today, May 4, 2017, I am satisfied with the response from the business.  Thanking you very much for your assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
see below
I was told I would receive two new gift cards totaling the 200.00 I am disputing ...not a refund because they told me it was not possible to do a straight refund and that I needed to get a credit via gift cards ...so this is a complete departure from what I have been told and I have still NOT received any gift cards from Macy's nor have I received any follow-up as to whether or not I have received them ... they just told me they are in the mail and I never heard back ... they didn't even send them express post ... so I have no idea if they have been sent and if/when I will receive them ... again ... really really poor customer service from Macy's ... still living the nightmare ...
[redacted]

March 23, 2018[redacted]Dear [redacted]:I am writing in regards to your Revdex.com complaint ID # [redacted]. Please accept our apology for themiscommunication given regarding the extended warranty and the Great Give Back.The Great Give Back is to be used...

on a new furniture purchase. Because we value your business and knowhow frustrating this has become, I am refunding the cost of the WNM in the form of a merchandise credit.Please allow up to 14 business days for the Merchandise Credit to arrive to your [redacted],address in the amount of $498.00. This merchandise credit will be valid in all areas of our stores.Macy's finds this matter resolved.Sincerely,Sharon W.Macy's Executive Office###-###-####

May 10, 2016 [redacted] Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]  On behalf of Department Stores National Bank:  Contact Date with Customer:  May 6,...

2016 Complaint Summary:  While shopping on March 19, 2016, [redacted] was unable to open a new Macy’s account to take advantage of the New Account Discount for a jewelry purchase.  She used a [redacted] account to purchase the jewelry.  She was approved for a new Macy's account when she applied online from home.  She would like to be refunded the amount of the New Account Discount she did not receive for the jewelry purchase.  Resolution:  I called [redacted] and apologized for the issue she encountered with her credit application, which appears to have been caused by a computer problem, and for the service she received.  She accepted our offer of a credit of $70.00 to her Macy’s account balance as a resolution to her complaint.  I processed the adjustment and this resolved her complaint.  Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I spoke with Geeta C. at Macy's yesterday. She indicated that the cover is being sent and provided a tracking number. It has not yet arrived and someone from Macy's will have to come out and put it on my couch. She also said they would give me a $100 credit.  When I spoke with her she asked if they could close this case and I told her not until the cover is on the cushion. She said she understood. I plan to talk to her early next week. This is not yet fully resolved. 
Regards,
[redacted]

Dear [redacted]:  I am addressing this issue on behalf of Macy's Executive Office. Please accept my sincere apology for any inconvenience you experienced regarding your Macy's credit card. All late fees and interest charges totaling $107.00 have been credited your Macy's...

account.Your balance is now zero ($0.00). We have also cleared our internal records of any delinquency associated with this issue, and we requested that credit reporting agencies ( [redacted], [redacted] and [redacted]) delete the late payment history for the months of December 2016  through March 2016 from your credit report. Please allow thirty (30) business days for the agencies to modify their records. This letter will serve as confirmation of our request. As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,  Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I do not see any invoices for me to look at. I do accept the removal of all late fees and interest charges, but what I do not understand is if it was indicated that the original purchase was of $51 and some change how come my minimum payment is $110 and change?  I do appreciate clearing my credit with the credit bureaus but I do demand compensation because of the lack of responsibility the company took to reach out to me. My account was put into collections and no methods of calling or emailing me was used. My fico score went down more than a 100 points and my credit card company decreased my credit line (leaving that debt to credit ratio high). I demand that I get $100 at least for ruining my credit.  I also want that credit because i've reached out to the representatives at [redacted] and they till date have not sent me the original bill with charges they (after the update of the correct address) have only sent me bills showing my outstanding balance with the previous balance but no breakdown In order to have my voice heard with Macys and Macys [redacted] I had to use Revdex.com to assist me. It is quite disheartening that the people in high positions in macy and macys [redacted] only choose to assist their customers through this complaint method. I am not happy nor satisfied with this outcome and I suggest you to reconsider the offer. This is unacceptable and I will not be okay with everyone putting their hands up because I have to rebuild my credibility with my other lenders. Also, it was not my error that the mails/statements were going to an incorrect address it was the error of the Macys associate/worker. As soon as I learned of this account I did my due diligence to try to resolve the issue (by calling not once but three times if it was not recorded it is not my fault. Just because I don't have a way to enter notes in the computer system should not be a reason for me to get penalized) and after no help or understanding or cooperation I had to resort to Revdex.com. 
Regards,
[redacted]

May 3, 2016[redacted] Woodland, CA  95695Re: Revdex.com Case #[redacted] Macy's [redacted] account ending in [redacted] (closed-Lost/Stolen) Macy’s account ending in [redacted] (closed-Lost/Stolen) Macy's [redacted] account ending in [redacted] Macy’s account...

ending in [redacted]Dear [redacted]:I am in receipt of your complaint filed with the Revdex.com and forwarded to Macy's Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.We sincerely regret any frustration you may have been caused regarding the fraud on your Macy’s and Macy’s [redacted] account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on November 21, 2015, you disputed the charges on your accounts.  At that time we reported your Macy’s and Macy’s [redacted] account ending in [redacted] and [redacted], respectively, as lost/stolen and a new credit card ending in [redacted] was issued.  I was disappointed to hear that you called monthly with no resolution to your complaint.  If a charge is determined fraud, any related fees will be removed. I am pleased to convey that on April 11, 2016, for the Macy’s account we removed the $250.06 charge, $138.00 in late fees and $25.98 in interest charges from your account ending in 0952.  In addition, on the Macy’s [redacted] account we removed the $5282.22 charge, $175.00 in late fees and $272.73 in interest charges from your account ending in [redacted].  On May 2, 2016, I removed $2.00 in interest charges from your account ending in 0952 and as of today’s date your Macy’s and Macy’s [redacted] accounts are closed and have a zero balance.  We cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] delete the late payment history for November 2015 through March 2016 on your Macy’s and Macy’s [redacted] accounts from your credit file.[redacted], thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  I have enclosed $50.00 in Macy’s Money as a token of our appreciation.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted], Revdex.com

November 22, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com complaint #[redacted]
         Macy’s [redacted]...

ending in [redacted]
         Macy’s account ending in [redacted]
On
behalf of Department Stores National Bank:  
Contact Date with Customer:  November 3, 2015 and November 19, 2015.
Complaint Summary:  [redacted] made payments for her Macy’s
[redacted] and Macy's accounts but they were applied to old/closed
account numbers.  She had called more
than once to get the payments transferred and was told they would take care of
it but the payment was never moved.  She
said she has been provided the worst customer service ever.  She wants her bill(s) adjusted correctly and
her bureau updated.
Resolution:  On November 3, 2015, I called [redacted] and
apologized for the delay and service she experienced in trying to get this
corrected.  I explained we recently underwent
a scheduled system update and there were intermittent times when some functions
were not working properly, but that has since been corrected.  I verified the payments have been transferred
and advised her there were over corrections resulting in credit balances,
however, I will be correcting those and her Macy’s account will have a zero
balance and the Macy’s [redacted] will have a balance but no payment is
due on November 4, 2015.  She will see
these corrections in one to two billing cycles. 
I assured her there were no delinquencies reported to the credit bureau
for this situation and I thanked her for speaking with me today.  I gave her my number to contact me if she has
any other questions. 
On
November 19, 2015, [redacted] called in and spoke with Executive Coordinator, Jay
Sprong to discuss the status of her Macy’s [redacted] account.  [redacted] assured her we were still working
on the account and reviewed her charges and payments agreeing to credit the
account $1000.00 leaving a balance of $615.75. 
[redacted] advised that he would call her when the credits have been
completed and reflected on her account.
Rhea B.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com

[redacted], We received the Revdex.com issue for [redacted] regarding ID #[redacted]. The customer stated the mattress is defective and disputed the inspection result. We have processed a full refund for the mattress to the customer and they will dispose of the merchandise. They were happy with this...

resolution. Macy’s Executive Office  Jon A. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted] I went back and forth with Macy's on this issue. All I wanted was my order that I placed and paid for. The funds for the order were held for a full week when the order had been canceled in less than 24 hours of placing it for no reason. After the complaint,  I was told I could place the order again for the same price except I'd have to pay for the tax when the original order was placed on [redacted] tax free weekend.  Why do I have to call and go out of my way to place an order I already placed? And, pay more for that order?The whole thing could have been avoided if they had a question about my order, handle it better before just going ahead and canceling it for no reason. It's not okay to call at 8:14 pm and cancel the order less than 5 minutes later when they didn't get a response. I was out of town and the call went to my landline. Plus, there shouldn't have been any questions or concerns about my order. I used paypal. There was no billing information to confirm and my paypal account was already charged.  If they canceled my order due to concerns, trying to protect themselves and me(which is what I was told by Macy's after I filed this complaint), why charge me for an order they canceled? I will never shop at Macy's again. This situation is ridiculous, unprofessional, and unnecessary.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be mailing back the documents I received today tomorrow morning.  thanks.
Regards,
[redacted]

November 4, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint ID #[redacted]
        Macy’s [redacted] account ending
in [redacted]
       ...

Macy’s [redacted] account ending
in [redacted] (closed)
Dear [redacted]: 
I am in receipt of your complaint forwarded to us by
the Revdex.com (Revdex.com).  As a
representative of Macy’s Executive Office, I was asked to review and respond to
your concerns on behalf of Department Stores National Bank.  Since you filed this complaint with the Revdex.com,
we are sending our response to you via the Revdex.com portal and not to your email
address as requested in your complaint.
While we sincerely regret any frustration you may have
been caused regarding the investigation of the reporting of your Macy’s
[redacted] account to the credit reporting agencies, we already responded
to this same issue when you wrote to Mr. Terry L., Chairman and CEO of Macy's, Inc.,
and the additional correspondence you sent disputing our initial reply to you.  I am
sending you copies of our letters dated August 19, 2015, and September 2, 2015,
which includes a summary of our research as well as our position on the matter.  When you reported your Macy’s American
Express account ending in [redacted] as lost/stolen on May 28, 2015, no further
[redacted] charges were put on that card.  To
clarify, the [redacted] charge for $154.64 on May 25, 2015, was prior to the reporting
of your account as lost/stolen.
Regarding your claim you were not informed about the
charges on your account, we previously informed you that because you did not
update your online billing information, paper statements were sent to the address
listed above on June 6, 2015, July 6, 2015, and August 6, 2015.  When we did not receive any payments for the
July 6, 2015, and August 6, 2015, due dates, your account was reported thirty
(30) days past due to the credit reporting agencies.  Please know that a thorough investigation was
completed on two separate occasions regarding your complaint, and our position
has not changed.  Because the
delinquencies were not as a result of a billing or bank error, we are unable to
remove any history for the time period August 2015.
I am aware this is not the resolution you were
seeking.  Although we like to respond
favorably to every customer’s request, that is not always feasible.  If you have further questions, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Nov. 4, 2015
cc:  [redacted],
Revdex.com

August 7, 2017   [redacted]   Re: Revdex.com, Complaint ID [redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your complaint filed with...

the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   In reviewing your account activity, I found that on May 7, 2017, you opened your Macy’s account and placed an order for an [redacted] sectional and charged the order to your Macy’s account for $2,594.24. While you are correct in stating we will not charge the couch to your account until it ships, the deposit is charged before the remaining balance of the account as it is a reservation for your item.  At the time of placing your order, a non-refundable order deposit of $192.40 was immediately charged to your Macy’s account.  Your statement closed on May 28, 2017, with a new balance of $192.40 and minimum payment of $27.00 due by June 24, 2017.   Unfortunately, your Macy’s card and billing statement were returned to us as undeliverable as we did not have your apartment number correctly listed on your account.  Please accept our apologies for any frustration our calls may have caused you.   We were attempting to reach you to update your address on file and ensure your account remained current to prevent any future complications with your account.  Per the DSNB Credit Card agreement, if the minimum payment is not received by the due date listed on each monthly statement, your account will be charged a late fee and interest.  Due to the returned mail on our account, our representative corrected your apartment number and credited the $27.00 late fee and interest charge of $4.26 charged to your account. Your payment of $192.40 posted to your account on June 28, 2017, and as of today’s date, your account has a zero ($0.00) balance. I confirmed there has been no impact to your credit report and no delinquent reporting has been provided to the credit reporting agencies.   We regret the continued delay you encountered with the delivery of your [redacted] sectional.  In researching this issue, I was informed by our vendor that the color of fabric you selected was a custom order item and unfortunately there was a delay in obtaining this special fabric from a supplier.  However, as soon as our vendor received the fabric, your sectional went immediately to production. I contacted our Delivery Customer Service Team in the Chicago Area in hopes we could expedite the delivery of your sectional.  I was pleased to learn they arranged delivery with you on July 30, 2017; however, upon return to the office on July 31, 2017, I was informed a tear was present in the love seat and the ottoman finish did not match the rest of the sectional.  Please accept our apologies for this series of unfortunate events.  Due to the nature of custom made merchandise and logistical complications; it was difficult for us to foresee the delays you encountered.  While I was confident this matter would have been resolved on July 30, 2017, I am disappointed to learn of the continued issues you are facing.  As gesture of goodwill for the unfortunate delay, we have discounted the price of your sectional by $140.35 and have waived the $161.00 delivery fee.   You can be assured your experience is not typical of what we strive to provide. This matter is of the highest priority to us and I currently have several parties involved to bring this to resolution as quickly as possible.  Ms. Kiera Robinson from our Delivery Customer Service team will be in contact with you as soon as we have an update on the exchange of your items.   Thank you for bringing this to our attention and allowing me the opportunity to respond to your concerns.  If I may be of further assistance to you, please feel free to contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Ms. Kierra R., Macy’s Furniture Delivery Specialist       [redacted] Furniture Customer Service