Macy's

[redacted], We received the complaint for Keri Jacobs regarding ID [redacted] The customer stated they were not advised of the long delay in receiving their merchandise. We have contacted the customer and processed an adjustment due to the inconvenience. The customer was satisfied with this...

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

Hi sir:###-###-#### is my company phone,I am working in [redacted] now, the phone number [redacted]. because time lag, so please macys  mail me , the e-mail [redacted].I attach mail info between I and macys service.regards  [redacted]Subjectplease start to shipping the oder [redacted]Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. Thank you for allowing us to be of service to you.  Hello [redacted],This is about order number [redacted].I'm so sorry about your experience with this order. While we never like to hear that we did not meet your expectations, your comments are important to us as they provide us an opportunity to follow up with the appropriate action and to prevent a situation like this from happening in the future. Again, we thank you for your feedback.  Upon order placement with macys.com, since this is an international order, there is always a 72 hours timeframe to confirm the order. After the order confirmation, there will be another timeframe of confirmation process in our warehouse and this is based on business days. We are truly sorry. As previously stated, we often experience a high volume of orders and it takes quite some appropriate amount of time for us to make certain if the order can be filled.Again, I am sorry for any trouble you had. If there is anything else we can do to help, please don't hesitate to call us at ** ###-###-####, or send an email to[redacted].Thank You,Feberly P.macys.com Customer Servicewww.macys.com  Hi sir:     "we often experience a high volume of orders. When that happens, our real-time inventory system "  ok, This is an acceptable reason. but , Why macys didn't mail me at next day after placed the order. until I asked this Order StatusThe time interval has two weeks.I can not accept this explanation. if macys can tell me in time. I can buy it  at [redacted]e ,the price only $99.96. The difference is that it is heavy .I need to put the luggage back to [redacted].regards [redacted]    ----- -----:"Macy's Customer Service" <[email protected]>:[redacted]:please start to shipping the oder [redacted] [Incident: [redacted] Hi [redacted],Thanks for your email about order number [redacted].I apologize for the inconvenience this has caused. We regret to inform you that we are unable to fill the order thus, it has been cancelled. Please be aware that when we offer such merchandise online, as you might expect, we often experience a high volume of orders. When that happens, our real-time inventory system sometimes is not able to keep up with the demand, and we may have to cancel certain orders after they are accepted.Kindly allow sufficient time for your refund to be processed to your account.Your refund will be processed by Alipay because you paid through the Alipay payment system. I suggest that you check your Alipay account from time to time or contact Alipay directly to follow up on your refund if you will not receive any update from them.If you still wish to purchase the merchandise, please use our secure website to complete the order. Unfortunately, email representatives can't place an order through email for security purposes. As a one time courtesy, we will honor the same price for the item and refund the shipping and handling fees for your new order. Please be advised that you need to wait for the shipping confirmation email from Borderfree. Once you have received the shipping confirmation email with the tracking details included for your new order, kindly send us an email so we can adjust your order accordingly. Just to inform you, we can't adjust the price of your order if the package didn't ship from Borderfree.Again, I am sorry for any trouble you had. If there is anything else we can do to help, please don't hesitate to call us at [redacted]##-###-####, or send an email to[redacted].Thank You,Feberly P.macys.com Customer Servicewww.macys.com Hi sir:    I track my order [redacted], Display status is not shipped.    the ordered date was Nov 19. please  start to shipping it. regards  [redacted]

Revdex.com:
they didnt take my calls on this and theyre scamming people, its not my fault their staff dont properly issue receipts or refunds

January 27, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I contacted [redacted] by phone to resolve his complaint and to apologize for any inconveniences he experienced as a result of his macys.com order [redacted]. Per [redacted], he has received all of his credits for his return items. As a...

gesture of good will, I am sending [redacted] a gift card for $30.00 that he may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]  February 9, 2016
[redacted]
Re:  RevDex.com complaint ID #[redacted]
       ...

Macy’s
account ending in 4300 
Dear [redacted]:
I am in receipt of your complaint filed with the Revdex.com
and forwarded to Macy’s Executive Office, where as a liaison, 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 experienced regarding your Macy’s account and for the
service you described receiving. 
Our records confirmed that your statement for the period ending August
3, 2015, had an ending balance of $629.11, with a minimum payment of $75.00 due
by September 3, 2015.  A payment of only
$50.00 was received on August 20, 2015. 
The account billed past due and a late fee of $38.00 was added.  When your payment of $617.11 was received,
the balance was $631.54.  The remaining
balance of $16.03 was shown on your statement for the period ending October 8,
2015.  A payment of $16.03 was due by
November 4, 2015.  When no payment was
received by that date, a late fee of $16.03 and an interest charge of $2.00
were added to the account, for a balance of $34.06. 
However, in the interest of customer service and as a gesture of our
goodwill, all of the fees on your account were removed on November 17, 2015,
during a telephone call with our credit department.  Moreover, in error your account was adjusted
an excess $34.46.  That amount was
refunded to you in the form of a check, and our records verify that you have
received and deposited that check.  Your
account now has a zero balance.  This
letter will confirm that your account was closed at your request on September
7, 2015, and has a zero balance. 
We are unable to remove this account from your credit bureau
report.  As a credit provider we are
obligated to accurately report customer accounts to the credit reporting
agencies.  We do not compensate customers
for situations of this nature.  While we
would like to reply favorably to every customer, it is not always possible. If you have any further questions, feel free to
contact me at the telephone number listed below. 
Sincerely,
Michael J.  
Macy’s Executive Office 
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

March 6, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   I am in receipt of the...

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 concerns on behalf of Department Stores National Bank.    In researching this matter, our records confirm this account was opened November 1, 2012, with a $6,000.00 line of credit.  The last purchase date on the account was October 31, 2014, and the last payment was received on November 8, 2014.  Further research confirms the decrease of your credit limit was due to inactivity.  It is the Bank’s policy to close an account due to inactivity after thirty (30) months.  Prior to closing the account, the credit limit is typically decreased.  On November 9, 2016, your credit limit was decreased from $6,000.00 to $3,000.00 due to inactivity.  On December 9, 2016, the credit limit was once again decreased to $1,500.00.  The limit continued to decrease monthly due to inactivity, until February 7, 2017, when it was decreased to $600.00.  On February 15, 2017, you called our Customer Service department and requested a credit limit increase of $3,000.00 but changed that request to $1,500.00.  This request was declined due to the multiple decreases within a three (3) month period; however, as a courtesy, the Manager you spoke with increased the limit from $600.00 to $1000.00.    To further clarify, we may review your account’s payment history and activity, as well as information provided by outside credit reporting agencies, and increase or decrease your credit limit, without prior notice.  Since these credit limit decreases were processed in the normal course of business, I must decline your request to restore the credit limit.  However, if you would like to apply for a credit limit increase, you may contact our Customer Service department directly at ###-###-####, and a representative will be happy to assist you.  We would need your permission to review your credit report and also update your annual income and monthly housing expense information.   As of the date of this letter, your credit limit is $1,000.00 and your balance is $0.00.  To clarify, the highest balance since the opening of the account will always report for the account.  Because the information is accurately reporting your account’s highest lifetime balance, in addition to your current balance, this is not false information, as stated in your complaint.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the highest balance held from your credit report as you requested.  However, on February 28, 2017, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting".   [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you have additional questions or if I can be of further assistance.   Sincerely,    Monique M. 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.  I accept their final judgement on this case but it took way too long to straighten out! My credit took a real hit at a very crucial time in my credit history. I was trying to buy a car and because of the detrimental strikes on my credit report, I had to pay a higher rate. It took numerous phone calls on my part with no satisfaction. The only reason it finally got solved was because of the Revdex.com. Thanks so much.
Regards,
[redacted]

March 17, 2017     [redacted]   Re:  Consumer Financial Protection Bureau - Case #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:    We are in receipt of your complaint filed with the [redacted] and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank. Please accept my apology for any concern you may have experienced in this situation. Be assured that the Bank is in compliance with credit laws and regulations.   My research confirmed that your Macy's account was opened on March 12, 2011. Enclosed are copies of monthly statements for the billing periods of October 12, 2012, through June 12, 2013. They were mailed to the address you provided as the billing address, which matches the one shown above. These serve to both validate your account and confirm the delinquency being reported for April 2013. The reverse side of our monthly billing statements contain the notification required under the Fair Credit Reporting Act about the reporting of your account delinquency to the credit bureaus. Your account was closed on March 12, 2013. Credit applications contain sensitive information and are proprietary information of the Bank. We do not provide copies of credit applications unless required by law. We are not required to provide a copy of an application to validate a debt under the FDCPA.   As a credit provider, we are obligated to accurately report the account to the credit reporting agencies, whether it is favorable or unfavorable to the consumer. Regrettably, we are unable to accommodate your request to remove the reference to the account from your credit report. However, on March 7, 2017, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”. We found no differences in what the Bank is reporting to the three credit bureaus.   Thank you for giving me the opportunity to reply. While we would like to respond favorably to all customer inquiries, at times it is not feasible. If you have any other questions, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted]

[redacted]Cincinnati Revdex.com1 E Fourth StSuite 600Cincinnati, OH 45202 Revdex.com Case #[redacted] 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. We have reviewed the...

complaint and have taken the following actions to resolve concerns as expressed. A credit was processed back to [redacted] Macy's account in the amount of $160.17 on 5/29/2016.  Based on this, we consider the matter closed. Thank you. Sincerely,   Melissa U.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted]

P.O. Box 52184   Phoenix, AZ 85072-2184
December 22, 2015
[redacted]
[redacted]
[redacted], [redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your rebuttal complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in that office, I was asked to respond on behalf of Department Stores
National Bank. 
I regret that you were not satisfied
with our office’s previous responses to your concerns regarding our collection
department’s practices.  Please note that
all of the late fees have been removed from your account totaling $120.00.   Your account has been placed on a payment
plan as requested. If you are viewing
your billing statements, they will reflect the required minimum payment due as
calculated according to the terms of your account. The payment plan allows you to make a smaller
payment than the minimum due on the account. 
It also stops late fees, collection calls, and may also reduce the
interest rate for the length of the program.
[redacted], I hope this
letter rectifies any issues you thought were outstanding.  Should you have any other questions, please
feel free to call me at the number below.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:     [redacted]
[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. Mr. A. is RUDE and DISRESPECTFUL. He addressed me by a WRONG name and refused to apologize when I corrected him. In addition, he told me he would send a return shipping label so I could return the item the store refuse to take. Since I ACCEPTED that resolution, I have no idea why Mr. A. would LIE and say I disagreed. I'm just waiting for him to do HIS job and provide the return shipping label. I even sent him ANOTHER email this morning reminding him that I wanted the shipping label so I could be done with him AND Macys (see attached). 
[redacted]

April 21, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
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. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted]

August 29, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID [redacted] Bloomingdale’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your complaint filed with the...

Revdex.com and forwarded to Bloomingdale’s Executive Office.  As a liaison in this office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB).  We regret any inconvenience you may have experienced as a result of this matter.    Our records indicate that the account ending in 1179 was opened on June 11, 2017, at our [redacted] store.  During the account application process, the applicant must verify all information input into the system is correct by signing the keypad before the application is considered.  When you were approved for a Bloomingdale’s store card, a card was issued and sent via the United States Postal Service (USPS) in a plain white envelope.  Our records indicate that the card was returned to us by the USPS on July 10, 2017, as undeliverable.    Your first statement, for the billing period ending June 23, 2017, had a $355.22 balance with a $27.00 minimum payment due date by July 21, 2017, and was sent to the address recorded from your account application.  The statement was returned to us as undeliverable on July 10, 2017.  On that same day, our Consumer Protection Department blocked the account requiring an additional verification and an address update.      When you called on July 14, 2017, stating you had not received your card, the account ending in 1179 was closed, and after updating your address to include your apartment number, we opened a new account ending in [redacted] and a new card was issued and mailed on July 16, 2017.  During the call you were advised of the account balance and confirmed that all charges were valid with our representative.         We received your $10.00 payment on July 14, 2017; however, the payment was $17.00 less than the $27.00 minimum payment due.  Therefore, the account was charged a $27.00 late fee.  This late fee plus new purchases totaling $228.71, less merchandise returns totaling $155.31, and plus an $8.25 interest charge, resulted in a $453.87 new balance with a $57.25 minimum payment due by August 21, 2017.  This billing statement was sent to your corrected address.  When no payment was received, the account was charged a $38.00 late fee and an $11.42 interest charge.  These charges plus $74.63 in new purchases resulted in a $550.92 balance with a $99.42 minimum payment due by September 21, 2017.  Enclosed are copies of your billing statements for the periods ending June 23, 2017, through August 25, 2017, as reference.   For clarification, our calls are intended as a courtesy to remind customers of a recently missed payment, and are also an opportunity to assist our customers with maintaining a good payment and credit history with us.  When we reached you on August 17, 2017, you advised that you were not able to make a payment by the August 21, 2017, payment due date, but did schedule a $150.00 payment for September 3, 2017, and would be setting up a monthly automatic payment.  Please note that the account will continue to be charged late fees and interest per the terms of the DSNB Credit Card Agreement (“Agreement”).      Per the terms of the Agreement, you must make at least the Minimum Payment Due as shown on your monthly billing statement by the Payment Due Date to avoid being charged late fees on the account.  Once an account is past due, the minimum payment includes the previous month's past due amount and the current month's regularly scheduled payment amount.  Although all late fees were charged correctly, on August 23, 2017, as a courtesy to you, I removed a $27.00 late fee from the account.  In addition, I removed the internal thirty (30) day delinquency due to the address error.  As of the date of this letter, your account balance is $550.92.   [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Should you have any additional questions, please contact me at the number listed below.   Sincerely,   Janice D. Bloomingdale’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed August 29, 2017   cc:  [redacted], Revdex.com

July 22, 2016Dear [redacted]We are writing in regards to complaint ID #[redacted]. I spoke with [redacted] and advised we would be honoring her request for new cushion casings that had been promised through the extended warranty company. Ms. [redacted] has my direct contact information...

so we can work together to resolve her furniture concerns.Macy's find this matter resolved.Sincerely,Sharon W.Macy's Executive Office###-###-####

[redacted]RE: [redacted]Consumer Financial Protection Bureau Case #[redacted] Revdex.com Case ID [redacted] Macy's Account ending in [redacted]Dear [redacted]:I am in receipt of the complaints your client, [redacted]....

filed with the Consumer Financial Protection Bureau (CP3) and the Bette Business Bureau, which were forwarded to Macy's Executive Of lice on July 13, 2017. Our records show that you represent [redacted] regarding matters concerning the Macy's account referenced above. Therefore, I was asked to review and respond directly to you regarding his concerns on behalf of Department Stores National Bank (DSN3),I apologize for any possible confusion your client may have regarding the reporting status of his Macy's account to the credit reporting agencies.Our records indicate that [redacted] Macy's account charged off on November 17, 2014, with a balance of $4237.89. At that time, we ceased collection efforts on this account. On January 1, 2015, his account was deemed uncollectible for the 2014 fiscal year. Therefore, the account was considered taxable income by the IRS and reportable on Form 1099C. The issuance of a 1099C does not change [redacted] obligation to pay the debt on this account. Although the merchandise balance of $3485.55 on Macy's account was reported to the IRS for the 2014 tax year, the balance of $4237.89 remains on our records and continues to report as an unpaid charge-off to the credit reporting agencies.On March 24, 2017.. our Fraud Department received a letter from [redacted] and a Statement of identity. Theft regarding the Macy's account listed above. The case was expedited through the claims process, but it can take up to ninety (90) days for the investigation to be completed. On June 2, 2017, we sent [redacted] a letter to advise him that his claim was denied. I have enclosed a copy of that letter for your review. When you called on July 2, 2017, you were advised of your clients account status and how the account is reporting to the credit reporting agencies.thank you for giving in the opportunity to respond. All further questions regarding the 1099C should be directed to the IRS. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely, Diane M.Macy's Executive Office###-###-#### Extension [redacted]cc; [redacted]. The Revdex.comThe Macy's card is issued by Department Stores National Bank.

April 15, 2016
[redacted],
We
are in receipt of complaint ID #[redacted] regarding the customer who received a
mattress with incorrect measurements. We contacted the customer and approved to
exchange the mattress with the correct measurements. At this time, Macy's...

will
consider this matter closed.
Thanks,
Sincerely,
Macy's Executive Office

[redacted]   [redacted]       July 11, 2016     [redacted]   Re: Macy's Virtual Gift Card   On behalf of Macy’s:   Contact Date With Customer:  June 27, 2016   Complaint...

Summary:  [redacted] received a virtual gift card via email in July 2015.  He attempted to use the gift card in May 2016 and received an error message alerting him to issues with the gift card and directing him to contact customer service. After attempting to resolve the issue with customer service, he was still unable to use the girt card.   Resolution: I contacted [redacted] on June 27, 2016 and advised him that the gift cards do not expire but as a safety precaution the links that the virtual gift cards are sent on are broken after 60 days of non-use.  I informed him that we can resend the link and that if he wished to use this in store he would need to print a copy of the gift card out and present it at the checkout counter.  I informed him that the email with his new gift card will arrive within the next 24 hours, and should be used within the next 60 days. The link was successfully sent to the email address that he provided.     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

I would like to close case thank you I will pay it off it's a small amount

Dear [redacted]:   I am in receipt of [redacted] complaint.  As a representative of Macy's Executive Office, I was asked to review and respond to her concerns.  Upon receipt of the customer's request for compensation, we performed a thorough review of the customer's order...

history.  For the inconvenience, we have decided to apply a credit in the amount of $63.61 to her Macy's account.  Based on the above, Macy's considers this matter resolved and closed satisfactorily.  Sincerely, Tonie R.Macy's Executive Office###-###-#### Extension [redacted]

April 27, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the Better...

Business Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  As you mentioned in your complaint, we upgraded our credit system as well as our macys.com website.  Unfortunately, during this upgrade there were times when our customers were unable to access their credit profiles, update their credit information, or make payments.  This has since been resolved and it was disappointing to learn of the problems you encountered while trying to make a payment as well as the difficulties you experienced when trying to resolve this issue.  Please accept my personal apology for any inconvenience or frustration this may have caused you.  Be assured that the service you received from our customer service department is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.Upon review of your account, I show the late fees from August 2015 ($27.00) and September 2015 ($38.00) were removed on October 22, 2015.  This adjustment did not update the Minimum Payment Due, which caused late fees and an increase of your minimum payments until April 2016.  Since we were going through a system conversion at that time and we continued to receive payments, I have removed the late fees from October 2015 through January 2016, totaling $151.00, and the delinquencies from September 2015 through January 2016.  Our records indicate we stopped receiving payments after January 21, 2016; therefore, the late fees and delinquencies from February 2016 through April 2016 will not be removed.  As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customer.  As of the date of this letter, your account is closed with a total balance of $1,366.97 and a minimum payment due of $129.06 by April 21, 2016.[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me.   Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com