Macy's

December 13, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Bloomingdale's Designer Shoe Purchase   Dear [redacted]:   I am in receipt of your...

complaint filed with the Revdex.com, which was forwarded to Bloomingdale’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.  Please accept my sincere apology for any inconvenience you may have experienced with respect to the [redacted] designer shoes you attempted to return to Bloomingdale’s.    It is regrettable to learn that it was not until you wore your shoes out to dinner that you discovered they were causing pain and discomfort.  Although your purchase was made within the standard 365 day return period, unfortunately, the store manager has declined to accept the return because the shoes have been worn and are not in resaleable condition.  Please note that Bloomingdale's has a very liberal return policy.  Our policy as of October 12, 2017, is clearly posted in our stores, and on our website, which states as follows:   “You have 365 days to return almost any Bloomingdale's purchase for a refund or store credit, as long as your purchase is still in saleable condition.  While we cannot accommodate every return, we value you and will always be reasonable.  We ask that you do the same.    No receipt?  We'll credit your Bloomingdale's account. No Bloomingdale's account? We will issue a merchandise credit.  If you do not have a receipt and did not use your Bloomingdale's card, you will receive the lowest selling price in the last 180 days.”   [redacted], please understand that we strive to satisfy our customers in any way possible, however, in order for all our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our return practices.  Therefore, I am unable to overturn the store manager’s decision regarding your return.  We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future.  If you have any further questions, do not hesitate to call me.   Sincerely,     Alison G. Bloomingdale’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com

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...

non-receipt of your registry gifts and the refunds going to your guest, in error. That was not appropriate and the refunds should have been yours. Upon your request, I have issued the refund for your macys.com order #[redacted] for $70.77 to your Discover card ending in 8189. Macy's is sending the other luggage selection compliments of Macy's in order #[redacted]. Delivery should be August 29, 2016. [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 find that this resolution is satisfactory to me. 
Regards,
[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.  I finally did receive my money back about two weeks later. I was not able to contact them due to my work schedule. Closing the case is fine with me, I will not be shopping at Macy's due to the fact of the extra money they withheld was more than the merchandise I purchased. attempts to explain the policy was not done the entire time I was concerned for two weeks until after I received my money back. I'm putting this issue behind me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but is accurate. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
Customer had called in for a diagnosis.I told her that it could be 1 of 3 parts,but she never gave me the model # and I can't diagnose an appliance over the phone.Customer had her contractor bring it in after 2 or three months after phone...

conservation. The contractor said give an estimate before repairing.I checked out microwave and it neede a door latch assembly and control panel frame. The parts were not fast moving parts and the manufacturer didn't make them anymore.I gave the customer the bad news and instructed she owed us $50.00 for shop labor to check it out. She got all bent out of shape and said she wasn't going to pay for nothing and she wasn't going to pick it up either.I called the contractor since he was the one who brought it in after a week of being in our shop and said we would be charging a storage fee if unit wasn't picked up. It is our policy that shop work doesn't leave shop without being paid for.Her contractor came in and I was on the phone,[redacted] assumed that the contractor had paid for it and [redacted] let him take it,but it was not payed for. I sent customer bill and stated she needed to pay asap and if she didn't I would turn her into collection agency and I gave her till June5th since this has been charged out since May 7th 2015 and I still will. thanks [redacted],secretary and service tech. 6/4/15

February 3, 2016
[redacted]...

[redacted]
Re:  Revdex.com Complaint [redacted]
       Macy’s [redacted] account ending
in [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.  Thank you for the courtesy you extended
during our telephone conversation on February 2, 2016.  This letter is to confirm our discussion.
Please accept my sincere apology for any frustration
that may have been caused while trying to clear fraud charges on your account
and that these concerns caused you to close your account.  On February 1, 2016, our Fraud Department
removed a total of $452.76 in charges and fees associated to this issue from
your account resulting in a zero ($0.00) balance.  Your [redacted] account was closed on
December 27, 2015, and per your request, I have closed your Macy’s account on
February 2, 2016.
We also cleared our internal records of any
delinquency associated with this issue, and have requested the credit reporting
agencies update their records and delete any history of delinquency from the
time period of August 2015, through January 2016.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
Thank you for bringing your concerns to our attention.
If you have any further questions please
contact our office to speak with me directly at the telephone number listed
below.
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

Dear
[redacted]: 
 
I am
in receipt of **. [redacted] complaint regarding his Macys order #
[redacted].   As a representative of
Macy's Executive Office, I was asked to review and respond to his
concerns.  Unfortunately, I have been
unable to speak to **. [redacted] directly. I have, however, left him a message
informing him that I am available should he desire to contact me to address his
concerns, along with my direct number.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-####Extension [redacted]

[redacted]   [redacted]
April 14, 2016
[redacted]
[redacted]  [redacted]
[redacted], [redacted]
Re: Macy's Account Ending in
[redacted]
    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 on behalf
of Department Stores National Bank.
I
apologize for the delay in updating information being reported to the credit
reporting agencies.  As was explained in
correspondence from Ms. Julia O. dated February 18, 2016, the charges on the
above referenced Macy's account were determined to be fraudulent, therefore the
charges and any fees resulting from the charges will not be your
responsibility.  I will send a request to
have our internal records cleared of any delinquency associated with this
issue, and will instruct the three major credit reporting agencies to update their
records and delete any history of delinquency from the time period of November
2012, through April 2016.  Please allow
the agencies 30 business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
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,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]
     The
Revdex.com  
The Macy's card is issued by Department Stores
National Bank.

Revdex.com:
I find it very strange that this response from Macy's, which seems like a basic guideline regarding their order taking process, couldn't have been communicated with me during my initial call with customer service. Why didn't any of the 3 Macy's customer service employees with whom I dealt simply say, "I'm sorry, but we cannot accept international credit cards?" Why was this simple rule so difficult to communicate during my initial conversations with Macy's phone staff? This is the real issue more so than actually placing my order. I wanted to address how their employees handled a situation that should have been very simple to explain to a customer. 
Regards,
[redacted]

May 12, 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 12,...

2016  Complaint Summary:  There was some confusion with purchases and returns for an item ordered through macys.com, and [redacted] account was charged one too many times for $42.39 during that process.  She would like that amount refunded to her.  Resolution:  I called [redacted] and apologized for any inconvenience she may have experienced in this situation.  I informed her that her account has been corrected.  The credit adjustment of $42.39 is on her latest billing statement for May 2016, which she will be receiving in the mail soon.  In addition, I removed $6.00 of interest charges that had been applied to her account, for a credit balance of $48.39, which we are refunding to her by a check through the mail.  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 accept any stores policies but when things have been different in the past and they change I expect to be able to view the revamped policies. In the past this has happened and the supervisor will be called and over ride the return and issue cash especially since it was a debit purchase versus a pin. Also before the rude woman intervened an African American male in the shoe department had stated he still had his code and he could take care of the return but he was told a manager was already on the way. So I have a hard time with Macys and the way the store operates especially in the [redacted] mall. My biggest concern and disappointment is the woman that I dealt with is the same woman that confronted my wife and minor department and in a very disrespectful and violent manner. My daughter was traumatized after the incidence and now avoids Macys. She acted as if she was going to physically assault them and tried to intimidate them in to repeating something she thought she heard them say. She a nasty and rude person and clearly doesn't value her job and even stated that evening that she didn't care if we reported her which is disgusting alone. I'm not going to eve be talked down to especially in a store that my wife and myself have shopped in since we were kids and have shopped for our own children as well. Manager Leon was the person that dealt with my spouse on the last matter and he was very lax and unconcerned and never returned her many phone calls until she spoke with someone else and threatened to take other legal actions. His way of fixing the matter was to give some sort of apology and issue a 25.00 gift card as recourse for two people that were highly upset. Macys has clearly failed in customer service and its throughout the store and the dynamic has changed and turned the store into an uncomfortable place to shop. The same woman that we encountered has also been complained on in the past by others and the reason I know is because my wife blogs and the people came forward and described their experiences with that person in particular. Leon also informed my wife the woman was wrong in what she told my wife when she returned my daughters dress because it simply didn't fit. She stated that no dresses of any kind could be returned and that is simply not true. The dress was an everyday dress and it got out of hand because she is clearly a bully and Macys uses her a guard dog in the evenings to do their dirty work when certain customers come in. That's clearly discrimination in my opinion especially when most of the people that she has been rude to are African American. She's aggressive and extra and the way she told me to stop talking and listen to her was horrible and there is nothing I said that warranted that type of treatment when the customer is ALWAYS right. Whatever happened to customer service? So for those reason I don't respect Macys if they allow that type of person or behavior and if she continues to be employed there then this will proceed further starting with my family never shopping there again and spreading the word to others to never shop their.      
Regards,
[redacted]

This has been resolved. Thank you. [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] Customer called indicating she is not satisfied with Macy's response and would like an explanation and an additional store credit.

August 27, 2015
[redacted]
[redacted]
[redacted]
Re:  [redacted]
 Revdex.com Complaint ID
#[redacted]
 Macy’s account ending in [redacted]
Dear [redacted]:
I
am in receipt of your...

complaints filed with the Revdex.com and the Consumer
Financial Protection Bureau which were forwarded to Macy’s Executive Office on August
13, 2015, and August 18, 2015.  As a
liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
We regret any frustration you may have experienced regarding your Macy’s
account referenced above.
To
clarify, there is no Macy’s account number ending in 5961 or 5910 in your name
and address in our database.  On August
24, 2015, we removed the telephone numbers ###-###-#### and ###-###-#### that were
listed on your Macy’s account ending in [redacted], so you will receive no further
calls from us.  Our calls are intended as
a courtesy to remind you of a recently missed payment, and to assist our
customers with maintaining a good payment and credit history with us.My
research shows that on May 3, 2015, you enrolled to receive paperless
statements on macys.com and discontinue your paper statement.  You requested that your statement alerts be
sent to your email address of [redacted], email notification of your May
2015 through July 2015 billing statements were sent to this address.  However, the May 2015 and July 2015 emails were
returned to us as undeliverable. 
Therefore, when you called to request copies of your billing statements
for these months, it was necessary to re-print an electronic image of your
statements and mail them to you.  For
your account security, when billing statements are sent electronically or re-printed,
only the last five (5) digits of the account number are visible.  Additionally, the color of the attached
coupons to your bills will be black and white. 
You may change your billing preference to paper only by logging into
your account profile at macys.com.  You
may also view and print copies of these statements from our new credit
servicing website.
No
payment was received for your June 4, 2015, due date, we received your $75.00
payment on June 12, 2015, and we did not receive any payment for your August 4,
2015 due date.  Therefore, late fees were
applied to your account for June 2015 and August 2015 in accordance with the
Department Stores National Bank Credit Card Agreement.  Copies of your billing statements for the
period ending May 4, 2015, through August 4, 2015, are enclosed for your
records.  As a customer accommodation and
a gesture of our goodwill, I removed a total of $50.00 in late fees as you
requested.  The credit will appear on
your September 2015, billing statement. 
As
of today’s date, your current balance is $418.72 with a $75.00 payment (which
includes a $25.00 past due amount) due by September 4, 2015.  The balance, which may include fees applied
in the future, will remain on our records; therefore, I encourage you to call
our Collections Specialty Team at ###-###-#### to make a payment.  Thank you for bringing this matter to our
attention and for giving me the opportunity to respond.  If you have any questions, do not hesitate to
contact me at the telephone number below.
Sincerely,
Monica O.
Macy’s Executive Liaison
###-###-#### Extension
[redacted]
Enclosures / mailed August 27, 2015
cc:  [redacted]
[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.

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 saw the below email regarding case closure, this case is still not resolved. Could you please re-open this case. Macy conatced me only once and offer some discount, which I declined. I tried to contact them back but have not heard back anything yet.Thanks
Regards,
[redacted]

[redacted]   [redacted] November 17, 2016  [redacted] Re:  Macy's [redacted] Account ending in [redacted] (former Account ending in [redacted])         Macy's Store Account ending in [redacted]        Complaint ID [redacted]  Dear [redacted]:   I am in receipt of your response to our letter regarding the complaint you filed with the Revdex.com regarding 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 the inconvenience you continue to experience regarding the above referenced account.   Your payment of $275.59 was originally misapplied to the Macy's [redacted] on September 26, 2015, and was later transferred to your Macy's store account on August 8, 2016.  However, the $275.59 was debited back to your Macy's store account in error.  Please be advised, we have removed the $275.59 and interest charges in the amount of $11.61 from your account.  Your balance is zero ($0.00).    As we previously indicated in our letter dated August 8, 2016, we also advised you that the credit reporting agencies were instructed to update their records and remove any delinquency from Macy's store account ending in [redacted] from November 2015 through July 2016.  We have confirmed that no delinquency is reporting for your Macy's [redacted] account ending in [redacted].   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please accept the enclosed $25.00 in Macy's Money, which can be used at any Macy's store, for the continued inconvenience you have incurred regarding your account.  Please feel free to contact us at the address above if you have any further concerns.  Sincerely,   Diane M.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted]      The Revdex.com

[redacted]   [redacted]   November 7, 2017  [redacted] RE: Revdex.com Complaint Number [redacted]       Macy’s Account Ending in [redacted] Dear [redacted]:   I am in receipt of your correspondence filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Office on October 26, 2017.  As a liaison in the Executive Office, I was asked to review and respond to your correspondence on behalf of Department Stores National Bank (DSNB). I apologize that you continue to have concerns regarding your account and disagree with our previous responses to you.  I assure you that every letter that comes into our office is reviewed with the highest level of professionalism and thoroughness as possible; however, on occasion we are not able to fully satisfy our customers’ concerns or requests and we apologize.  Our records show that we have previously sent you correspondence on October 3, 2017, October 12, 2017, and October 25, 2017.  For your convenience, copies of the aforementioned letters have been enclosed in this mailing.  I was happy to learn that you were able to verify that no fraudulent activity occurred on your account when you spoke with a member of Macy’s Customer Service Department. I trust that this mailing will further allay your continued concerns about Macy’s fraud prevention process as it relates to the purchases you have made, and that you described, in your most recent Revdex.com complaint.  Please know that the fraud prevention process is in place to protect our customers’ accounts from fraudulent activity, and is not meant as a reflection on the timeliness of customers’ payments.   In response to your concern that Macy’s is not in compliance with the DSNB Credit Card Agreement (copy enclosed), we would like to assure you that we comply with the Federal Equal Credit Opportunity Act and do not discriminate against credit applicants or customers on the basis of race, color, religion, national origin, sex, marital status, age, receipt of income from public assistance, or exercise of rights under the Consumer Protection Act. The security of our customers, customer accounts, and our merchandise is extremely important to Macy’s, and I regret that you felt discriminated against while shopping at Macy’s [redacted] Mall store.  Be assured that Macy’s is committed to having a diverse customer base and we do not condone or tolerate discrimination of any kind.  Macy’s goal is to provide outstanding customer service and have professional and courteous sales associates available within every department so that all of our customers may have a positive and rewarding shopping experience. However, please know that I have forwarded a copy of your most recent Revdex.com complaint to the Store Manager of the Macy’s [redacted] Mall store, so that she is aware of your concerns.   [redacted], I appreciate the opportunity to respond to your concerns.  Please contact me personally if I can be of any additional assistance.     Sincerely,    Durand C.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc: Revdex.com

January 05, 2018  [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, please accept my sincere apology for the concerns surrounding your gift in order #...

[redacted]. Appropriate inspection should have prevented the original concern of security tags being left on your jeans. As you stated, those are being returned. I did reroute the reshipment back, as well. The order should presently have a full refund. Your experience with our customer service representatives is being reviewed and it is part of Macy's Executive Office's role to respond to coaching opportunities. That does go far to improving our standards of service. Your comments and recommendations are appreciated. Thank you for responding to my emails. The jeans are being sent to you compliments of Macy's. Please inform me if you have any other questions or concerns. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]
 
 
 
 
August 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
 
Dear
[redacted]...

[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. 
I was unsuccessful in reaching you by email and telephone to discuss
your issue.  As a result, I left a
message on August 12, 2015, as well as, August 14, 2015, asking you to return
my call. 
 
I
understand that you are requesting for us to remove a derogatory reporting that
occurred on October 13, 2013.  In
researching this matter, I was unable to locate a Macy's account linked to your
personal information such as name, physical mailing address, and phone number in
our system.  Please contact me at the
telephone number listed below to provide additional information to assist me in
locating your account.  You may also fax
any documents to my attention at ###-###-#### for further review. 
 
[redacted], thank you for bringing your concerns to our attention and allowing us
the opportunity to respond.  We regret
any inconvenience you may have experienced while trying to resolve this
matter. 
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com