Macy's

February 29, 2016
[redacted]
 
re: Revdex.com
Complaint ID: # [redacted]
Dear
[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.
Please
accept my sincere apology for any inconvenience you experienced due to
receiving your macys.com order #[redacted] refund in the form of a gift card.
The credit back for $104.98 has been requested as a refund to your PayPal
account. You  will see your funds back to
their account in 5-7 business days.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. If I can be of further assistance, please do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Cincinnati 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.  
Regards,
[redacted] Customer called stating she has been refunded and Macy's did pick up the chair. Not happy with the quality of service she received, said Macy's did not inform her of pick up, etc., she had to call herself, and she was disappointed in the way she was treated. The matter is resolved but she likely will not be doing business with Macy's in the future.

Tell us why here...  July 21, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted] Dear [redacted]:   I am in receipt of your...

complaint forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any frustration you may have felt when trying to resolve this issue. As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates available within every department so that all of our customers may have a positive and rewarding experience. Be assured that we do not tolerate any kind of rude or disrespectful behavior. Although it is disheartening to hear that we did not meet your expectations, your feedback is valuable to us, as it directs our attention to areas in which we can improve our service quality. Macy's has a very liberal return policy.  With a receipt, we will accept an exchange or return merchandise that does not completely satisfy you.  Some exceptions and restrictions on selected merchandise do apply and are posted in these specific departments.  Macy's uses a return verification system and all returns and/or exchanges are subject to validation and approval.  With a receipt or proof of purchase, a refund will be credited back to the original form of payment used or if you prefer, a store credit will be issued.  Without proof of purchase, you may be issued a store credit for the item's lowest selling price within the past 180 days. I contacted the [redacted] Store Manager and Administrative Supervisor in regards to the situation.  The [redacted] purse you brought into our [redacted] Store for repair was not a current product and we were unable to locate any proof of purchase.  A manager was reached, who requested your information so we could locate your Macy’s account transaction history to locate the receipt for your purse.  You were then advised we would contact you once our research was complete.  The manager was unable to locate the [redacted] purse in your transaction history; therefore, since no proof of purchase was available, the ticket information from a current in-store purse that was similar to your [redacted] purse was used for the return.  Our associate contacted and advised you of this decision, to which you agreed.  The transaction was processed as a return and you received an EZ Exchange card for the clearance price ($48.11) of the current in-store purse.  After the return was processed, the [redacted] purse and an [redacted] item were purchased using the EZ Exchange card, two gift cards, and your Macy’s credit card.  Unfortunately, we do not have a repair vendor in store and the [redacted] purse is no longer in our possession.  It was processed with other damaged items and sent back to the original merchant.  If you are unhappy with the [redacted] purse, you may bring it back into the store with your proof of purchase and a full refund will be returned to you in the form of tender used to purchase the item.  [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,   Stephanie C.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com       VP Store Manager, [redacted] Macy’s       Administrative Supervisor, [redacted] Macy’s

P[redacted]   [redacted]     September 5, 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 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 this matter may have caused.   My review confirmed that the last payment we received for your account was on March 9, 2017, in the amount of $81.00. Due to serious delinquency, your Macy’s account was charged-off as a bad debt, with a balance of $1,664.29, on August 17, 2017. Your account is currently assigned to [redacted], a third-party collection agency. I invite you to contact them directly at ###-###-#### to determine if a payment plan is available to you. We are unable to accept online payments through the macys.com website for accounts that are charged -off. In addition, interest charges and late fees were applied to your account in accordance with the terms of the DSNB Credit Card Agreement. Accordingly, we cannot make any adjustments to them.   [redacted], thank you for allowing me to reply. While we would like to respond positively to every customer, at times it is not feasible. If I may be of assistance on another matter, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com  The Macy's card is issued by Department Stores National Bank.                               This is an attempt to collect a debt and any information obtained will be used for that purpose.

December 27, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macys.com online order   Dear [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. Please accept my sincere apology for any inconvenience and frustration you may have experienced regarding your online order.   In reviewing this matter, I contacted our Omni Channel Executive Office, which is the area that handles escalated online orders. I am pleased to convey that although the diamond earring is no longer available, they have noted the online order #[redacted] that the $250.00 sale price will be honored. You will need to periodically check for the earrings at macys.com and once it becomes available, please contact the Executive Office at their toll-free number ###-###-####.   [redacted], thank you again for taking the time to bring this matter to our attention and allowing me the opportunity to respond. If you have any additional questions, do not hesitate to contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  Ms. Tina Geers, Revdex.com

November 17, 2015
[redacted]
re: Revdex.com
Complaint ID: #[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint to the Better Business...

Bureau. On behalf of Macy's
Executive Office I do apologize for the concerns with your refund for order
#[redacted] being issued in the form of a gift card. I have personally
requested the transfer of the $223.07 gift card value be transferred to your
Macy's card. I will inform you when this is posted.
Further,
Macy's Credit Department has removed $2.00 interest that billed on October 5,
2015 and $5.54 that billed on November 4, 2015. 
The total for these adjustments on your Macy's account is $7.54.
Thank
you for bringing this matter to our awareness and allowing me to respond. If I
can be of further assistance, please do not hesitate to contact me at the
number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Cincinnati Revdex.com

[redacted]Cincinnati Revdex.com1 E Fourth StreetSTE 600Cincinnati, OH
45202Dear [redacted]: I contacted [redacted] by phone to
resolve her complaint ID [redacted] and to apologize for any inconveniences she
experienced as a result of her macys.com order #[redacted]. As an accommodation,
I am sending...

[redacted] a purse of her choosing to fulfill the BOGO free offer
that she placed originally, with an expected delivery date of August 12, 2015.
Based on the above, Macy's considers this matter resolved and closed
satisfactorily. Sincerely,Colette O.Macy's
Executive Office###-###-#### Extension [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 closed the Revdex.com complaint personally, in good faith that all was soon resolved. This response from Macy's is misleading at best. I also received the same email and responded as such that it is not factual. I took it upon myself to place a new order on the 17th of April for the lower price with savings of $49.99 plus tax because no one at Macys could help me. I talked to no less than 5 customer service people via phone and email and all replied the same, that nothing could be done after I placed the original order on April 15th. I then took it upon myself to place a new order at the savings price and informed them via email I would be returning or refusing the first shipment. Within one hour of the new order a Customer Service rep called to inform me that since I would no longer need the first order, she was rerouting the initial order back to the warehouse and I would not receive it all. She told me once received, order would be credited immediately.I was also contacted the following afternoon by another customer service person who said that she would be happy to give me the price reduction/credit of $49.99. I told her the sale ended the day before so I had already ordered a new one at the reduced price. She said she also could not give me a refund for the shipment that was rerouted until item was received back at their warehouse.The reply email to you(and I received a copy as well) stated that THEY placed a new order, which is false I did that on my own, and also that the item had been rerouted per my request, also false, it was rerouted by them when I placed the new order and their rep called me to inform me of that. As of today, the item(intial order and shipment) has been received at their warehouse and I am awaiting the $171.19 of my money from Macys for refund of the order. I basically received no help from Macy's until after the fact of buying the item twice to get the adjustment on my own and having to file a Revdex.com complaint. I had already reordered the item on my own because no assistance had been offered and sale was ending. I am now awaiting the refund of my 171.19 from Macy's and my buying relationship with Macy's will be ended permanently. It is actually still not fully resolved, so I can not say I am happy with the outcome.

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]  The company did call me told me they would work with me and and would give me more time  on the 90 days have not gotten anything in writing from them just phone talk . Got a email from worrie no more the amount they told me two week ago is less that what they said at first , until WORRIE no more get together and say the same thing and put it in writing I would like to keep this open or meet for mediation, between Macy's and WORRIE no more.[redacted].

October 15, 2015  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy's account ending in [redacted] Dear [redacted]:  I am in receipt of your additional concerns filed with the Revdex.com which was forwarded to Macy's Executive Office on October 5, 2015.  As I am also a liaison in this office, I was asked to review and respond on behalf of Department Stores National Bank.  We addressed the issue of your credit report when we responded to your previous complaints filed with the Revdex.com on July 23, 2015 (Complaint ID #[redacted]), and on September 10, 2015 (Complaint ID #[redacted]).  Enclosed you will find copies of our prior responses dated August 3, 2015, and September 21, 2015.  My research shows that we are no longer reporting any delinquency for your account and that we requested [redacted], and [redacted] delete the delinquency from your credit bureau report on July 29, 2015.  Please note that credit reports are completely managed by the credit reporting agencies and we have no control over how your credit score is calculated.  If you are worried about a low credit score, you will need to contact each credit reporting agency directly. [redacted], while we would like to respond favorably to every customer’s request, it is not always feasible.  We are sorry that we have disappointed you in this matter. Sincerely,Ms. Randi P.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc:  [redacted], Revdex.com

October 5, 2015  [redacted],
[redacted]  Re:  Revdex.com ID [redacted] submitted
by [redacted]        Macy's
account ending in [redacted]  Dear [redacted]: 
  I am in receipt of the most recent complaint to the
Revdex.com, submitted by [redacted], which was forwarded to
Macy's Executive Office.  As a
representative of this office and because I am familiar with your file, I was
asked to review and respond on behalf of Department Stores National Bank.  Since this is an individual account in your
name only, I am directing my response to you. 
  As stated in my previous response, there were no
payments required for the billing periods of March, April, May and June 2015.  No payment could be made because there was no
Minimum Amount Due on the account at the time you wanted to schedule a payment.    On January 21, 2015, when you disputed your $919.30
account balance, we placed a fraud alert on your account.  When this dispute was resolved on July 8,
2015, we removed the fraud alert. When the $919.30 disputed charge on your
Special Event Account balance was resolved in June and shown on your July 28,
2015, billing statement a Total New Balance of $594.87, had a $72.00 Minimum
Payment Due by [redacted] 28, 2015. Your payoff date of February 28, 2016, did not
change.  In regards to your request for compensation, [redacted] who resolved your furniture concerns, advised that you were compensated
with an adjustment of $324.42 on January 2, 2015, an additional adjustment of
$183.37 on March 12, 2015, and you were sent a gift card in the amount of
$175.00 on December 18, 2014, for a total of $682.79.  Therefore, I must decline your request for
additional compensation.  [redacted], thank you for giving me the opportunity
to respond.  If I may be of further
assistance, please call me at the telephone number listed below.   Sincerely,  Janice
D. Macy's
Executive Office ###-###-####
Extension [redacted]  cc: 
[redacted], Revdex.com

October 8, 2015
 
 
[redacted]
 
Re:    [redacted] Case #
[redacted]
         Revdex.com...

ID
[redacted]      
         Macy’s account ending in [redacted]
 
Dear
[redacted]:
 
I am in receipt of your complaints filed with the
[redacted] and the Revdex.com, which were
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.  We sincerely regret any frustration you may
have experienced with your Macy’s account referenced above.
 
In researching your account, I found that you applied
and were approved for a Macy’s account on June 18, 2015.  As you are aware, Macy’s offers a New Account
Discount to individuals who apply for and are approved for a new Macy’s
account.  In that case, customers receive
a 20% discount up to $100.00 off the purchases charged to the new Macy’s
account the day it is opened and the next day. 
Our records show that you placed a furniture order totaling $842.83 on
June 24, 2015, which was delivered on July 20, 2015.  Unfortunately, because your bedding order was
placed outside of the 2 day discount period, the New Account Discount was not automatically
applied when the purchase was charged to your account at the time of
delivery. 
 
As a gesture of our goodwill, a credit to your Macy’s
account for $100.00 for the New Account Discount was submitted during your
recent telephone conversation with a representative.  You will see this credit on your next billing
statement.
 
[redacted], thank you for bringing this matter to
our attention and allowing me an opportunity to respond.  If you have any questions, please do not hesitate
to contact me at the telephone number listed below.
 
Sincerely,
Randi P.
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted]
         [redacted], Revdex.com

[redacted]   [redacted]
March 28, 2016
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID [redacted]
        Macy's [redacted] ending in...

[redacted]
Dear [redacted]: 
I am in receipt of your complaint forwarded to Macy's Executive Office
by the Revdex.com.  As a
representative of this office, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank.  I apologize for any inconvenience you may
have experienced.
Our records indicate that you called us on October 13, 2015, advising
of a $70.00 fraudulent Starbuck’s charge on September 22, 2015.  We closed the Macy’s [redacted] ending
in [redacted], and opened a new account ending in [redacted] to prevent additional charges
on the account.  On November 12, 2015,
when speaking to one of our representatives, you advised that had not received
your replacement card.  We closed the
account ending in [redacted] and opened the account ending in [redacted] and a new card was
sent.
On February 13, 2016, our Fraud Department removed the $70.00
fraudulent charge from the account along with $139.00 in late fees and $7.91 in
interest charges from the account.  On
March 11, 2016, an additional $1.00 interest charge was removed resulting in a
zero ($0.00) balance on the account.  In
addition, we cleared our internal records of any delinquency associated with
this issue and requested that [redacted], [redacted], and [redacted] delete the
delinquency for November 2015 through March 2016.  Please allow the agencies approximately seven
to ten business days to make the necessary corrections to their files.  Until then, this letter will also serve as
confirmation.
[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 contact me at the number listed
below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

November 16, 2017   [redacted]   Re: Revdex.com Complaint #[redacted]      Macy’s account ending in [redacted]   Dear [redacted]:   We are in receipt of your follow-up comments to our original response filed with the Revdex.com. Since I am familiar with this situation, I was asked to respond to your continued concerns behalf of Department Stores National Bank. I regret our original reply did not completely address your concerns.   Macy’s monthly billing statements contain important messages for all of our account holders. Your statements for the billing periods ending September 29, 2017, and October 30, 2017, had messages that served to inform you that your account payments were past due. These notices also provide a telephone number to use to make a payment or request additional assistance. Please find enclosed copies of those statements for your review.   [redacted], thank you again for contacting Macy’s and allowing me to respond to your inquiry.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed November 16, 2017   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. 
Regards,
[redacted]
Oct 16 2015I did not receive a second letter from rejection of my first response but all matters has been cleared up. All LPC charges were canceled and my on line account was fixed.  Thank You

March 9, 2016
[redacted]
[redacted]
[redacted]
Dear
[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 Macy's, please accept my apology for any inconvenience you experienced
due the delay in receiving your return credit. 
As per our conversation, we sent you a paper check in the amount of
$1098.99, which you should have received under separate cover.
Based
on the above, Macy’s considers this matter closed satisfactorily.
Sincerely,
Colette O.
Macy's Executive Office
###-###-#### Extension [redacted]

Re: Complaint ID # [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of the inquiry, filed on your behalf, by [redacted] of the
Cincinnati Revdex.com.  As a
representative of Macy's Executive Office, I have been asked to review and
respond to your...

concerns.
 
On
behalf of Macy's, please allow me to apologize for your recent order
cancellations as well as the time you have invested in attempting to resolve
your concerns.  Please be aware we have
implemented many different security measures to ensure the security of our
shoppers.  One of our security measures
is to verify the billing information provided by our shoppers with the billing
information on file at the issuing bank of the credit card used to place the
order.  Our records indicate your order
was cancelled due to the phone number on the order not being the same as the
phone number listed on your [redacted] account. 
We ask that you please contact [redacted] to make any updates to your account
information.
 
[redacted], while it is never our intent to inconvenience you in any way, please
understand these policies have successfully reduced the incidence of fraudulent
activity on our website.  If you would
like to replace order number [redacted] with verifiable billing information,
please do not hesitate to contact me at the telephone number below.  My office hours are Monday through Friday,
9:00 AM to 4:00 PM, Eastern Time.
 
Sincerely,
 
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Revdex.com of
Cincinnati

[redacted]   [redacted]       February 13, 2017     [redacted]  [redacted]   Re:  Revdex.com ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:    I am in receipt of your most recent comments 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 continued concerns on behalf of Department Stores National Bank.    It was disappointing to learn that you were not satisfied with our prior two responses; however, our position has not changed.    [redacted], we are sorry that we have disappointed you in this matter.  I hope that you will allow Macy's an opportunity to exceed your expectations in the future.   Sincerely,     Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]

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.  Will the $25 Macy money be mailed to me? How do I retrieve it?
Regards,
[redacted]

The issue for [redacted] is actually for FBCS. They will be providing a response as the issue is resolved. Thanks.Tom H.|OmnichannelPresidential AdministratorOmnichannel Selling and Service Escalation Team |MCCS Executive OfficePhone:###-###-####|  Fax: ###-###-####|Email:[redacted]