Macy's

June 27, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of the most recent complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your continued concerns on behalf of Department Stores National Bank.    As a Macy's associate, you are eligible to receive an Employee Discount on your purchases as an employee benefit.  As noted in the enclosed copy of Ms. M.’s letter dated June 19, 2017, the Macy’s Employee Discount varies and is dependent on the item purchased.  This information was provided to you during your employee orientation and is outlined in Macy’s Employee Portal “Insite”.   In general, the discount is 20% and 10% or less on select merchandise.  There are a number of vendors, including [redacted], that do not allow their merchandise to be significantly reduced by Retailers or discounted at all.  We are fortunate that the Macy’s Employee Discount for all [redacted] products is two (2) percent, whether they are purchased through a Macy’s store, macys.com, direct from an [redacted] store, or direct through [redacted].com.    As of the date of this letter, your account is closed with a balance of $76.86 with a minimum payment of $76.86, due by July 8, 2017.    [redacted], our position in this matter has not changed and respectfully, again, I must decline your request to credit your account an additional 18%.  We apply our employee discount policies uniformly to all of our employees and cannot make an exception in this matter. Should you have additional questions regarding your employee benefits, please contact Solutions in Store at ###-###-####.   Sincerely,  Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc: [redacted], Revdex.com

July 27, 2015
 
 
[redacted]
[redacted]
[redacted]  [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 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. 
 
Upon
review of your Macy’s account ending in [redacted], our records show that your statement
for the billing period ending June 20, 2011, had a $123.25 balance with a $27.28
minimum payment due July 20, 2011.  When
no payment was received by this date, your account became delinquent.  Subsequently, when no payment was received by
the August 20, 2011, due date, the account was reported as thirty (30) days
late to the credit reporting agencies.  When
no payment was received by the September 20, 2011, due date, the account was
reported as sixty (60) days late to the credit bureaus.  Please be advised, it is not the bank’s
policy to remove any delinquency unless it occurred as a result of a billing or
bank error.  As a credit provider, we are
obligated to report an account accurately, whether it is favorable or
unfavorable to a consumer.  Respectfully,
I am unable to remove any derogatory information from your credit report at
this time as the information we are currently reporting is correct.  However, if your bank can provide a letter
indicating that it was their fault that the payments for the time periods above
were not transmitted to Macy’s due to their error, please mail it to my
attention for further review.
 
Additionally,
we recently emailed billing alerts to [email protected] to advise that your
statement was available for viewing online, however, these emails were returned
to us as undeliverable.  You may
update
your online Macy’s account profile at macys.com to reflect the correct email
address.
 
While
I understand that this is not the resolution you are seeking, we are required
to maintain and adhere to specific policies and procedures so that each of our customers
receive fair and consistent treatment.  On
April 29, 2015, we instructed the credit reporting agencies to update their
records and report the Macy’s account as 'customer disputes reporting'. Please
do not hesitate to contact me at the telephone number listed below if you have
any further questions or concerns.
 
Sincerely,
 
 
Carrie W.
Macy's Executive
Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

[redacted]   [redacted]
November 27, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account...

ending in [redacted]
Dear
[redacted]: 
I am
in receipt of a complaint filed by [redacted] on your behalf and forwarded
to us by the 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.  Because this is an individual account in your
name, I am directing my response to you. 
I had hoped to speak with you personally, but my attempts to reach you
were unsuccessful. 
We
are sorry that your $245.74 payment was not applied to your account in a timely
manner, and you had to send us a copy of the cancelled check for our Billing
Adjustments Department to research your missing payment.  I was disappointed read about the
difficulties you encountered with our telephone representatives and that you
did not receive a response to the emails you sent.  Please be assured, the service you describe
receiving is not typical of the level of customer service we strive to provide
and we appreciate your bringing this matter to our attention. 
Upon
review, I confirmed we received the $245.74 payment dated June 27, 2015, but we
were unable to identify the account that was referenced.  I apologize for the delay in resolving this
issue and for any frustration you may have experienced.  We recently underwent a scheduled credit
system update for the Macy's credit card accounts and encountered some
difficulties in locating the payment.  On
October 13, 2015, we found your payment with the information [redacted] provided
from your bank and applied the payment to your account.  This payment appeared on your November 6,
2015, billing statement. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to reply.  Your feedback is
critical as it assists us in understanding our customers' experiences and
directs our attention to areas in which we can improve our service
quality.  We value your continued loyalty
and hope to better meet your needs in the future.  If I can be of further assistance, please do
not hesitate to contact me at the telephone number listed below.  
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension 73376
cc:   [redacted], Revdex.com

[redacted]
February 8, 2016
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID #[redacted]
Contact Date with Customer:  January 12, 2016 and February 8, 2016
Complaint...

Summary:  [redacted] sent in rebate for $30.00 on November 27, 2015, and is still waiting for to receive his rebate check.  He tried to contact the rebate center but he received no response.
Resolution:  I called [redacted] on January 12, 2016, and apologized for his experience and that he did not receive an email response.  I verified the rebate is showing as in process and he acknowledged he received an email advising the rebate should be to him in five working days.  He emailed back with the correct apartment number.  He will contact me when it is received.  I thanked him for speaking with me today.  On February 8, 2016, I contacted [redacted] who verified he has received the rebate check.  I again apologized that he did not receive an email in response to his inquiries and he advised me that he considers the issue resolved. 
Rhea B.
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 find that this resolution is satisfactory to me.  There is really nothing that can be done except improve future processes.
Regards,
[redacted]

December 10, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com
complaint #[redacted]
On behalf of
Department Stores National Bank:
Contact Date With Customer:  December
8,...

2015
Complaint Summary:  [redacted] stated she has tried closing her Macy’s
account since August of 2015.  She has
called every month since then and is informed we would close the account;
however, she is still being charged the $2.00 interest charge on a zero
balance.
Resolution:  Called and
spoke with the customer and apologized for her experience.  I removed the remaining $4.00 interest charge
and re-aged the account; therefore her history will not show a 22 day
delinquency.  I also advised the customer
her account was closed on August 3, 2015, and the interest was accumulating
from previous interest that was not paid on the account in full before her
statement closing date.  Customer was
very happy with resolution.
Stephanie P.
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.  
You made no effort to try to meet my request for a refund. Yes the cards are non-refundable, but given the circumstances of the situation, I am sure you could have made an exception. Yet, you failed to do so. You are from the executive office, you have the ability to fulfill a customers desire for a refund. 
Regards,
[redacted]

P[redacted]   [redacted]   July 23, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy's account ending in [redacted]   Dear [redacted]...

[redacted]:    I am in receipt of your complaint forwarded to us by the 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.  Thank you for the courtesy you extended during our phone conversation on July 21, 2016.  This letter is to formalize our discussion, as you requested.   I am sorry that your payment was not applied to your account, and you had to send us a copy of your cancelled check for our Billing Adjustments Department to research your missing payment.  We have applied your $98.08 payment from April 11, 2016.  This payment will appear on your August 2016 billing statement. As discussed in our previous conversation, on July 21, 2016 an adjustment in the amount of $143.00 for late fees and $86.40 in interest charges was applied to the account.  As of today’s date, the account has a credit balance of $116.39.  This credit can remain on your account for ninety (90) days and be used towards any future purchases, or you can request a check be sent to you in the amount of your credit balance.  Please call the number of the back of your Macy’s card if you would like a check for the credit balance to be mailed to you.   Additionally, we have cleared our internal records of any delinquency associated with the missing payment. We have requested that [redacted], [redacted] and [redacted] deleted any history of delinquency from the time period of April 2016 through July 2016. Kindly permit the agencies thirty (30) days to reflect this request. This letter will serve as confirmation in the interim.   [redacted], thank you for bringing this matter to our attention. Please accept the enclosed $100.00 in Macy's Money, which can be used at any Macy's store, as a token of our appreciation for your continued loyalty. If I can be of any further assistance, please contact me at the number listed below.   Sincerely,       Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed July 23, 2016   cc: [redacted], Revdex.com

[redacted], We received the complaint for [redacted] regarding ID [redacted]. The customer disputed the return fees on the chair order. We have processed two separate credit to refund the delivery fee and the restocking fee to the customer’s account. We have confirmed these credits to the customer via...

email. Thanks, Jon A. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

Again, until I am in receipt of the promised $100 gift card, this matter is no more resolved than it was the day I initiated the complaint. I would be happy to close this complaint as soon as the gift card is received. As of today, 12/1/15, it has not been delivered.

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 received a call from Jan B. inquiring if "I had some concerns." I requested to speak with Tom H., who was the last person I spoke with that promised to resolve my earring issue and provide me with a letter to the President concerning my customer service feedback. As of 5/2/2016, no response. I have attempted to phone Mr. H.'s Supervisor, Wendy J., who has not returned my call. pleas note why I did not communicate with Jan B. (I called Jan's supervisor, Mr. Tom H. on several occasions due to Jan's inattentiveness to my problem, meaning "she never returned calls and did not input information for pickup with [redacted] and when she returned call after I spoke to her supervisor, she has no idea what is going on with my case.

Hello, my issue with Macy's has been resolved. I filed a complaint yesterday, but when I got home I saw a letter from them which had resolved the complaint.

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.  Thank you for your reply and handling of my situation. At this time I appreciate every credit and offer being presented to me. I am please with the jewelry offer and moving forward will proceed with payment. However, theres a bigger issue revolving the delay of my complaint that resulted to my denial of a mortgage. It also cause a significant amount of complications . I am requesting accommodate and compensation of my balance.Please contact me via email, cell [redacted] or home [redacted].I respect my relationship with Macys and respectfully want us to resolve this matter immediately.
Regards,
[redacted]

November 25, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID #[redacted]
            Macy's [redacted] account...

ending [redacted]
On behalf of Department
Stores National Bank:  
Contact Date with Customer:  November 23, 2015
Complaint Summary:  [redacted] sent a payoff check in the
amount of $4,298.78 through her mortgage company.  It was processed by her bank on September 30,
2015, but it still is not been applied to her account.  She faxed proof as requested and wants the
check applied, fees adjusted and bureaus updated.
Resolution:  I
called [redacted] and apologized for her experience.  She advised me she had spoken to another
Executive Liaison on October 20, 2015, and her issue had been resolved to her
satisfaction.  I was sorry to hear she
had closed her account. I thanked her
for speaking with me today. 
Rhea B.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 would like to see if I can be placed into another vehicle comparable to my price range.
Regards,
[redacted]

They are not telling everything first off steve said 308 not 305 and he did not say they was charging us more the rental. Now how can you tell someone one thing and do another. Yes when they said it was more from using the car I did contact roadside but the guy I was dealing with said the price and hit me for more because my warranty wouldn't cover it. The guy said there not eating it. I said but you told me a price and he said what ever buddy. Now is that good business lying to people.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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

In order for us to look into your concerns, please provide information regarding the vehicle in question.

[redacted]  [redacted] brought to our attention that she had a problem with her car.  We both agreed to have the vehicle fixed at no charge to her.  Shortly after that she came into the dealership and said she still wasn't satisfied.  We agreed to let her out of the contract which we didn't...

have to do.  Her down payment was refunded the next day.  [redacted] went out of his way to satisfy [redacted]  [redacted] his customer satisfaction is excellent.

Jake Sweeney has the purchase price showing $13176.62 including all discounts.   Ms. [redacted] is past due on her payment of $650.00.  It was due 03/10/2016.  All title work has been completed by Jake Sweeney Chevrolet.  Please make payment to avoid default.

I visited the Auburn, MA store on Saturday, Aug. 1, 2015 at approximately 10 AM.
I went immediately to the women's sleepwear department. I was appalled to find such a mish mash of offerings for sale. There were a total of 5 to 6 racks or less of items (apparently close out), NO REGULAR PRICED MERCHANDISE. It had the appearance of a hastily thrown together yard sale. I mentioned to a clerk standing nearby that the merchandise looked a 'bit frumpy":. She replied that it wasn't her "department". I was looking for a staple such as Vanity Fair or Shadow Line which would be considered "Unseasonal" and would not be "thrown" on a yard sale rack. I have not shopped in this store since the time I purchased towels with the inferior signature Charter Club label which proved to be inferior within the first year of purchase. I returned to your store because Vanity Fair is a recognized brand. What could go wrong? After seeing your merchandise on display for sale, the quadrant of the store on the ground level adjacent to the north entrance which was completely vacant as though alterations may be contemplated or perhaps being subletted? I understand why Macy's is no longer considered a first class entity in the retail community. I realize that Worcester is considered a "B" class retail environment, that I should go to Framingham to purchase better merchandise (although I am not sure that information still holds given the graphics) but Vanity Fair sleepwear is not exactly haute couture and should be available in your store.
By the way, the "Bed In A Bag" merchandise which I purchase 3 years ago was also substandard. You can be sure I will not visit any Macy enterprise and I will definitely and have already expressed my impressions to anyone who inquires.