Macy's

Better Business...

Bureau:
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]   all of the transactions regarding my returns are taking weeks to show up on my credit  statement I've called back to Macys several times trying to get this matter resolved   Again I have been hung up on after asking to be reansfered to a supervisor i will consider this matter closed when I have received  all credits for the returns back on my account and I have closed my account out with Macys.  I have now spent 1 hr of my day with this issue. Thats time I don't have.  And my issue is no where to being resolved

Revdex.com:
I talked to Kerry A. on 03/27/18 afternoon, I had my bloomingdale's card replaced.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]

P[redacted]   [redacted]   June 8, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Store Return Issue   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.  Thank you for the courtesy extended during our telephone conversation on June 1, 2017, regarding your complaint.  This letter is to confirm our discussion.    Please accept my sincere apology for any frustration that you may have experienced regarding the missing return credit.  As I explained, when an item is returned, the item is scanned, and our system links the return receipt to the original receipt automatically, which allowed me to locate your receipts.    My review of the original purchase receipt number, [redacted] dated January 9, 2017, found only one returned item.  The return receipt number, [redacted], shows a return on January 17, 2017, in the amount for $63.13.  I have enclosed copies for your review.  Unfortunately, without a receipt showing you returned the item, I am unable to credit your original form of payment in the amount for $53.70, as you requested.    After speaking with you, I shared your comments and concerns regarding the associate not scanning the item when you returned it, with the Vice President, Store Manager at Macy's [redacted].  She conducted an internal investigation and was unable to locate any other return.    [redacted], I am sorry for disappointing you in this matter, but we must adhere to specific policies and procedures so that all of our customers receive fair and consistent treatment as well as ensure the efficiency of operations.  While we make every effort to accommodate our customers whenever possible, it is not always feasible. 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.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc:  [redacted], Revdex.com        Vice President, Store Manager, [redacted]

[redacted]   [redacted]
December 28, 2015
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account ending in...

[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
intended to discuss this matter with you personally, but my attempts to reach
you were unsuccessful. 
We
recently underwent a scheduled credit system update for the Macy's credit card
accounts and redesigned our macys.com website. 
We apologize for any frustration this may have caused when you were
unable to perform the necessary review of your billing statements and
processing of your payment during that time, and for the problems you
encountered while attempting to access your account on-line.  Be assured we are working diligently to
resolve these issues. Please find
enclosed copies of your October 2015 and November 2015 statements for your
convenience. 
Upon
review, I found that your account now appears to be registered on the new
credit system website and that an e-mail notification was sent to you that the
November 24, 2015, statement was available for viewing.  If you did not receive this e-mail or you are
still having problems accessing your account information on our new credit system,
please call me and I will have a member of our Technical Assistance Team
contact you. 
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. 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 [redacted]
Enclosures / mailed Dec. 28, 2015
cc:  [redacted], Revdex.com

March 8, 2017   [redacted]
[redacted]
[redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s American Express account ending in [redacted]   Dear Mr. [redacted]:...

  We are 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 (DSNB).  Please accept my personal apology for any frustration or inconvenience you may have encountered regarding this matter.   According to the terms of the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  In review, your April 24, 2016, billing statement had a balance of $80.25, with a $27.00 minimum payment due by May 21, 2016.  When no payment was received by this date, a $27.00 late fee and $2.00 interest charge were applied.  No payments were received for your payment due dates of June 21, 2016, and July 21, 2016.  Two $37.00 late fees were assessed, along with a total of $5.61 in interest charges.  As of your billing period ending July 25, 2016, your account balance was $188.86, with a $141.61 minimum payment due by August 21, 2016.  When no payment was received by this date, a $37.00 late fee and $4.13 interest charge were applied, resulting in a $229.99 balance, with a $185.74 minimum payment due by September 21, 2016.  Your account was closed on August 25, 2016, due to four (4) consecutive months of delinquency.    On September 7, 2016, we received your $186.00 online payment, which satisfied your $185.74 minimum payment amount.  Please note that your full balance of $229.99 would have appeared online when you reviewed your account online and submitted your payment.  After your payment, a $46.39 balance remained, with a $27.00 minimum payment due by October 21, 2016.  Unfortunately, when we did not receive any additional payments, the cycle of accruing late fees and interest repeated, resulting in a current balance of $198.19.  All fees were legitimately assessed in accordance with the terms of your DSNB Credit Card Agreement, and your payment was applied toward $80.25 in merchandise charges, and $105.75 in late fees and interest.  Therefore, I must respectfully decline your request to refund any portion of this payment.  On March 7, 2017, as a gesture of our goodwill, I removed $175.00 in late fees, and $23.19 in interest charges, resulting in a zero ($0.00) balance.    Mr. [redacted], thank you for allowing me the opportunity to respond to your concerns.  If I may be of additional assistance in the future, please do not hesitate to contact me at the phone number below.   Sincerely,     [redacted] Macy’s Executive Office [redacted]   [redacted]  [redacted]   [redacted]  [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their action of zeroing my account satisfactory to me. However, I do not find the Macy's credit agreement or the transparency of the information to consumers acceptable. I am not sure how complaints are counted or flagged by the Revdex.com for each business but if this were anything like Amazon's star rating I would publicly give them one star and our family will not be supporting their business in the future.  Thank you Revdex.com for the help resolving the matter. 
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
September 2, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  RevDex.com ID [redacted]
        Macy’s
account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your most recent Revdex.com complaint which was
forwarded to Macy’s Executive Office.  As
a representative of this office, and the person familiar with your file, I was
asked to review and respond to your most recent inquiry on behalf of Department
Stores National Bank.  I am sorry that
our previous response did not adequately answer your concerns. 
 
In
our last response, we provided documentation regarding the receipt of the
electronic billing statements from January 20, 2015, through April 13, 2015, that
we sent to [redacted].  That email
history showed that all of your electronic billing statements were successfully
sent and delivered to you. 
 
[redacted]
[redacted], our position on this matter has not changed.  If I may be of assistance on another matter,
please contact me at the telephone number listed below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com

P.O. Box 8220   Mason, OH 45040RE:  Macy’s [redacted] Account ending in [redacted]Dear [redacted]:  I am in receipt of your rebuttal dated February 28, 2018, that was filed with the Revdex.com.  Since I previously addressed your concerns, I was asked to review and respond to your most recent inquiries on behalf of Department Stores National Bank (DSNB).  I am sorry that you feel my letter dated February 28, 2018, did not adequately answer your concerns.  Please refer to your billing statements for information on your minimum payment due and payment due dates.As stated in the enclosed DSNB Credit Card Agreement, a minimum payment is due each month on your Macy’s [redacted] account.  Failure to pay the minimum amount due will cause late payments and interest to be applied to your account.  The due date on your account is the 24th of each month.  Our records indicate that on October 20, 2017, we received a payment of $80.00 to satisfy the payment for the October 24, 2017, due date.  Our records also indicate that the minimum payment due for November 24, 2017 was $57.48.  No payment was received by this date, so a late fee of $27.00 and interest of $40.46 was applied to the account.  The minimum payment due on or before the due date of December 24, 2017, was $143.94.  The payment of $60.00 received on December 24, 2017 did not satisfy the minimum amount due.  No payments have been received since the payment of December 24, 2017.  With the amounts past due, including the late fees and interest, your account has a minimum payment due of $342.00 due on or before March 24, 2018. Thank you for allowing me the opportunity to respond to your concerns.  If I may be of further assistance, please contact me at the telephone number listed below.Sincerely,Macy's Executive Office###-###-#### Extension EnclosureCC:  Revdex.com

I am requesting 20% off the purchase price of the mattresses somewhat comparable for the inconvenience and loss of wages. Total purchase price was $1680.00

As indicated in my rebuttal yesterday, Macy’s sent me an email to review a letter they sent to me requiring me to access an online account which I don’t have access to. I contacted Macy’s after submitting my rebuttal to put a stop to it and to have them send the letter to my personal gmail account or home. They do not plan on doing that but told me that I won’t hear from them for 90 days as my account is now under investigation.How do I go about receiving a copy of Macy’s response for my files?

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.  They have refused to investigate the Fraud telling me its me Im now speaking with Arbitration & Small Claims Court to make them remove these Fraudulent charges from my account if they want investigate the charges as They Are Fraudulent and I will refuse to keep paying off Fraudulent Charges due to Fraud as Macys states that your not to make any payments on Fraudulent Charges until investigate they told me they where going to investigate the charges from 2015 and never did ANYTHING about the Fraud when I turned the claim in as Fraud in 2015 Macys Corporate  have refused to do anything about the Fraudulent Charges
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. But I want to have the option of reopening this complaint if any one of the resolutions promised me didn't happen. I'm sorry for being pessimistic about this but I have a very bad experience with this company.Thank you for your help on this matter.
Regards,
[redacted]

[redacted]   [redacted] January 18, 2017  [redacted] Re: Shopping Experience at Macy's [redacted] Store Dear [redacted]:   I am in receipt of your complaint filed...

with the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns.              I am so sorry for the circumstances surrounding your recent visit to our Macy's [redacted] store on December 23, 2016, and the unpleasant experience you had with one of our sales associates.  Macy's goal is to have professional and courteous sales associates available within every department, so that all of our customers may have shopping experiences that are both positive and rewarding.  Your comments are important to us as they provide us an opportunity to follow up with the appropriate action.  Therefore, I have shared your comments with the senior management in the executive office at Macy's [redacted] store.  They have assured me that the matter has been addressed with the associate and all store personnel.   [redacted], we value your loyalty to Macy's and regret this matter may have jeopardized our business relationship.  We hope you will treat this experience as an isolated incident.  We strive to provide all our customers with a welcoming environment and when we fall short of our own expectations we aim to quickly correct.  I hope you will allow us the opportunity to restore your faith in Macy's.  Please accept the enclosed $50.00 Macy's Gift Card, which can be used at any Macy's store or online at macys.com.    Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.  Sincerely,   Diane M.Macy's Executive Office###-###-#### Extension [redacted] Enclosure cc: Revdex.com      Case# [redacted]

January 15, 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]. After numerous attempts by phone and
email, we have not had any contact with the referenced customer. The issue that
our customer originally had a complaint about has been resolved . I apologize
for any inconvenience the customer may have experienced, and for the time [redacted] invested in working to have the issue resolved. We now consider the
matter closed.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
32425
cc: Ms. Tina Peters

June 11, 2015
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com ID [redacted]
         Macy’s account ending in [redacted]
 
Dear
[redacted]...

[redacted]:
 
I am in receipt of the complaint you 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.  Please accept my sincere apology
for any frustration you may have experienced concerning the credit to your above
referenced Macy’s account for merchandise you returned.
 
In researching this matter, I found that on May 9,
2015, we received your return of merchandise to macys.com, which was processed
as separate return transactions.  The
credits for these returns were issued to you in the form of gift cards in the
amount of $174.14, $171.09 and $15.69, respectively.  The return credit of $46.86 was processed and
a Merchandise Certificate was issued and mailed to you for this amount.  When a return of merchandise is processed
through macys.com and the shipping information is different than the billing
information on the original order, a credit in the form of a gift card or
Merchandise Certificate is automatically generated.  You can specify how to receive a credit for a
return by bringing the merchandise, with your proof of purchase, to any Macy’s
store and stating your preference to the associate processing your return.  I regret any misinformation that may have
been provided to you during your telephone conversations with representatives
in your attempts to resolve this issue.
 
I confirmed that on May 20, 2015, your request to have
the returns posted to your Macy’s account ending in [redacted] was processed during
your telephone conversation with a representative.  Kindly note that our normal processing time
frame for completing the transfer of a return credit from a gift card or
merchandise certificate, to a Macy’s account, is between ten (10) and fourteen
(14) business days.  On May 31, 2015, the
gift cards totaling $360.92 were cancelled and a credit for this amount was
posted to your Macy’s account.  In
addition, the $46.86 Merchandise Certificate has been voided and on June 7,
2015, a credit for this amount was applied, resulting in a credit of $471.87 on
your account.  I have requested a credit
balance refund check be issued for this credit, which you will receive under
separate cover, within seven (7) to ten (10) business days.
 
In reviewing your payment history, I confirmed that
your payment of $689.88 was received on May 26, 2015, which is the same day you
spoke with a customer service representative to cancel the automatic payment
option.  Although future payments were successfully
cancelled as you requested, our system had already started processing your
payment; therefore, the May 26, 2015, payment could not be stopped.  For future reference, in order to
successfully cancel an automatic payment, or pending payment, your request has
to be received no later than 24 hours prior to the date of the scheduled
payment.  I apologize for any
miscommunication that may have occurred during your telephone conversation with
our representative concerning the cancellation of your automatic payments.  I understand you are requesting some type of
compensation; however, Macy’s does not provide compensation due to a miscommunication. 
 
[redacted], we regret disappointing you in this
matter.  I hope you will consider this an
isolated incident and allow Macy’s an opportunity to exceed your expectations
in the future.  If you have any
questions, please do not hesitate to contact me directly at the telephone
number listed below.
 
Sincerely,
 
 
[redacted]
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted], Revdex.com  
The Macy's card is issued by Department Stores National
Bank.

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]

[redacted]   [redacted]
    July 3, 2017     [redacted] [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Merchandise return   Dear [redacted]:   I am in receipt of your additional complaint forwarded to us by the Revdex.com.  As a representative of Macy’s Executive Office, and since I am familiar with this issue, I was asked to review and respond to your continuing concerns.   It was a pleasure to speak with you on June 27, 2017.  You stated that you did not note the gift card number when it was taken from you by the sales associate after you were given $5.00 cash back about a month ago at the [redacted] (Downtown) store.  We further researched the gift card in your name, address, and telephone number; however, we were unable to retrieve any information.  I also contacted our Store Manager and we did not find any transactions.  As previously mentioned, I would need proof of purchase for the returns that you made.  Unfortunately, without this verification, we are unable to provide any credits, at this time.   Thank you again for bringing this matter to our attention and giving me the opportunity to respond. If I may be of additional assistance, please call me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       [redacted] (Downtown), Store Manager

Problem: Macy's stopped sending me bills for 6 months. I figured that meant I was all paid up on them since I was paying bills off in full around that time. ^ months go by and they hit me with a collection notice for around $600. When I called the collection agency, I said I needed more information on how this happened before I paid anything. When I called Macy's they would not speak to me because the account was flagged. They treated me poorly, like a criminal. I was yelled at, screamed at, and hung up on on several occasions and I was just looking for answers as to why I never received a bill? Why I was never called as they had my phone number? Why the first mailing I received from them was a collection notice after 6 months of no communication? Why I was being charged extra for their mistake? Why my credit was being ruined for their mistake? I filed a complaint with you all before and it landed me talking to someone at Macy's who's story changed every time I spoke to her. She said I changed my phone number and did not provide a new one, which was not the case because I have had the same phone number since well before I had this card. She said they were not required to call me. She said they were not required to mail me as I clicked a box that stated I wanted electronic bills. I explained to her that I never did any such thing as I need the paper copy as a reminder due to the fact I am an Army Veteran with memory issues. I further explained that I had looked over the website upon my paying online to see if any indication of automatic electronic bills was mentioned (as this happened to me once before) and I was not able to see anything. And even if that were the case, which it wasn't, but if I did not respond to an email, they do not know whether I got it or not still and therefore, they did not make every attempt to notify me of a delinquency either bay phone, mail, or all 3 before ruining my credit and sending me to collections. That is poor customer service!!! I begged her to work with me and she refused to budge. This has now continued to sit.2 weeks ago the collection agency called me again to pay the in full balance and I told them that I already stated that in order to make this right, they needed to remove the bad markings on my credit report, restoring it back to good standing and they needed to remove late fees and penalties. If they refuse to cooperate, they can stop harassing me!!!Desired Outcome: I begged her to work with me and she refused to budge. This has now continued to sit.2 weeks ago the collection agency called me again to pay the in full balance and I told them that I already stated that in order to make this right, they needed to remove the bad markings on my credit report, restoring it back to good standing and they needed to remove late fees and penalties. If they refuse to cooperate, they can stop harassing me!!Please do not close this case on the grounds that I filed previously. I am continuing to be harassed by this company that was wrong and refuses to cooperate or admit wrong doing and therefore the recent communication with them is why I filed again.

August
14, 2015[redacted]re: Revdex.com Complaint ID: #[redacted]Dear [redacted]
[redacted]: I am in receipt of your complaint forwarded to us by the RevDex.com. As a representative of Bloomingdale's Executive Office, I was
asked to...

review and respond to your concerns.On behalf of
Bloomingdale's, please accept my sincere apology for the concerns with your
order #[redacted]. We regret that the luggage has a broken handle. The order is
for one [redacted] Alpha 2 Frequent Traveler Expandable Carry-On, UPC: [redacted]
Unfortunately, as the order was placed on April 9, 2014 replacement is not
appropriate. The vendor would not consider the warranty as active or provide
shipment of another suitcase. I do apologize for any incorrect information
regarding this matter.Please allow me to present some options for you.
You may return the luggage to Bloomingdale's for a full refund. A Merchandise
Return Label has been sent to your email if that is your choice. You may
bring the luggage to a Bloomingdale's store for them to send it for repair or
you may contact Tumi's Consumer Affairs Department at contact number
###-###-####.[redacted], thank you for bringing this matter to
our awareness and allowing me to respond. In consideration for the inconvenience
you have experienced a $100.00 Bloomingdale's gift card has been sent to you.
Please do not hesitate to contact me at the telephone number listed below, if I
can be of further assistance. Sincerely,Marjorie
B.Bloomingdale's Executive Office###-###-#### Extension
[redacted]cc: [redacted] Cincinnati Revdex.com

[redacted]   [redacted]     June 15, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] (closed)   Dear [redacted]...

[redacted]:   I am in receipt of your complaint 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 (DSNB).   Upon review, I found that your billing statement for the period ending March 22, 2017, had a $67.37 balance with a $27.00 minimum payment due by April 18, 2017.  When we did not receive a payment by that due date, your account was assessed a $27.00 late fee and $2.00 interest charge resulting in a $96.37 new balance with a $57.00 minimum payment due by May 18, 2017.   Per the DSNB Credit Card Agreement, if you have been paying less than the New Balance on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement which may result in a statement with interest only.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  My review found that the fee was properly charged.   Applying this billing policy to your account, the $2.00 interest charge on your May 22, 2017, statement was for interest charged on your account balance between the last bill date of April 21, 2017, and the date (April 29, 2017) that your $96.37 payment was applied to your account.  On June 13, 2017, I removed the $2.00 interest as a courtesy resulting in a zero ($0.00) balance on the account.  Had you paid the $2.00 interest charge and not made any new purchases, you would have had a zero balance the next month and would not have been charged interest on the interest charge.    I closed your Macy’s account on June 13, 2017, per your request.  To clarify, the Macy’s account was activated when you used it on March 1, 2017.  Thank you for bringing this matter to our attention and for giving me the opportunity to respond.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com