Macy's

[redacted]
May 04, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's [redacted] Account Ending in [redacted]
Complaint ID: [redacted]
Dear [redacted]:
I am in receipt of your complaint forwarded to us by the Better Business...

Bureau. 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 inconvenience regarding the above referenced account. Our Fraud Department has investigated the $213.48 that was charged to your account on August 12, 2015, and has determined it to be fraudulent. We will remove the fraudulent charge and all fees to bring your account to a zero ($0.00) balance. We will clear our internal records of any delinquency associated with this issue, and will also instruct the credit reporting agencies to update their records and delete any history of delinquency from the time period of October 2015 through April 2016. Please allow the agencies thirty (30) business days to make the necessary corrections to update their files. This letter will serve as confirmation of this request.
[redacted], thank you again for bringing this matter to our attention and giving me the opportunity to respond. Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.

Sincerely,
Nancy M.Macy's Executive Office
###-###-#### Extension 32738
cc: [redacted] The Revdex.com
[redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.

February 23, 2016[redacted]Dear [redacted]: I am in receipt of your complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to your concerns. While I have been unable to speak to you directly, I...

have, however, investigated your concerns. I would like to apologize for the delay in getting your gift card. I have sent a gift card in the amount of $37.52 to you under separate cover. You should receive the gift card within 3 business days. Based on the above, we have responded to all concerns and consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

February 19, 2018[redacted]l [redacted]RE: Macy's Store Experience at [redacted]     Phone ResolutionDear [redacted]:  On February 13,2018, I spoke with [redacted] as the correspondence did not indicate the Macy's location that...

the incident occurred in. He confirmed that the monetary portion of the concern was resolved however he still desired to speak with the Executive Team regarding the overall experience.On February 16 2016, I e-mailed the Executive Team at [redacted] and explained [redacted] experience and his desire to speak with a member of the Executive Team. On February 16, 2017,Melisa P., the store manager contacted me stated that she had attempted to contact [redacted] in December 2017 without success. She states that she will contact him today.Melissa P. responded to me and let me know that she spoke to [redacted] and is sending $50.00 in Macy's money as an accommodation for the poor store experience.I consider this matter closed. Sincerely,Carrie A.Macy's Executive Office###-###-#### Extension [redacted]

April 3, 2017     [redacted]   Re:  Revdex.com Complaint ID #[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.    My research confirms that the gift card referenced in your complaint was deemed to be used fraudulently and is being replaced.  According to the Fraud Department, you were contacted via telephone on March 29, 2017, informing you that the gift card was being replaced and mailed to you expedited.  Please allow five (5) to seven (7) business days to receive it in the mail.   Be assured your experience is not typical, and that the appropriate feedback will be shared with the representatives involved for further training and development.   The service you described receiving is not indicative of the level of service we strive to provide.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Manager, Fraud Department

December 11, 2015
[redacted]
[redacted]
[redacted]
Re:       RevDex.com Complaint #[redacted]
            Macy’s
account ending in...

[redacted]
            Macy’s [redacted] 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.
To clarify, when applying for a Macy’s credit account
in our stores, if the applicant only wants a Macy’s store card, they must check
the box that reads 'consider me for a Macy's card only' or else the application
will be considered for a Macy’s [redacted] card.  This option appears on the electronic
signature pad at the end of the application process.  Since you did not check this box, you were
issued a Macy’s [redacted] card.
As you are aware, your Macy’s [redacted] card is
designed to separate your Macy’s purchases from any purchases made outside of
Macy’s.  There are two credit lines
attached to one credit card.  When your
credit card is used at a register inside one of our Macy’s stores or at macys.com,
the charges will be applied to your store account.  When your credit card is used at a register
outside one of our stores, the charge will be applied to your Macy’s [redacted] account.  Separate statements are
issued for each account and are sent approximately one (1) week apart.
In reviewing
this issue, I found that the Macy’s [redacted] account number was used
when the macys.com associate placed the macys.com order on July 29, 2015.  I apologize for any inconvenience and
frustration this may have caused, and subsequently, when you received
collection calls that your Macy’s [redacted] account was past due.  I confirmed that the $5.00 late fee and $2.00
interest that was charged to your Macy’s [redacted] account on September
3, 2015, and September 7, 2015, respectively, have been removed.  Also, we waived the $2.00 minimum interest
charged to your account on October 8, 2015, which brought your account to a
zero ($0.00) balance.  Additionally, I
confirmed that your account was not reported to the credit reporting
agencies.  I regret that you did not get
a response to your email and received a closed business message when you called
our Credit and Customer Services.  The
business hours are 9:00 a.m. to 10:00 p.m. Pacific
Standard Time, and on Sundays from 10:00 a.m. to 9:00 p.m. Pacific Standard
Time.
[redacted],
be assured that the service you described is not typical of the level of
quality service that we strive to provide. 
Therefore, we thank you for the time you took to bring your concerns to
our attention and for giving me the opportunity to respond.  You 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, do not hesitate to contact me at the
telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

1. This is the large gap in the couch where the floor can be seen. My husband is seated on the wedge, (left) me on the recliner.(right)2. This picture shows the back of the couch that doesn't match up. These are the same 2 pieces where the gap occurs in the seating.3. This picture shows...

that I can literally fit my arm between the 2 pieces.4. This picture shows how all the other seams match up perfectly.5. This picture shows my 3 yr old couch also purchased from Macy's where wedge and recliner match up perfectly.6.This is a picture of the couch in the room it was  before I returned it. As I said in my complaint, it fit perfectly and it was the perfect color but the  large gap was a product problem.7. Here is a picture of the certified mail receipt which was ignored by Macy's. I called them regarding this and they acted like they didn't know what I was talking about. Clearly mailed to Macy's address in Mason Oh.8. 3 copies attached to email. The original fax which was ignored by  Macy's. This was sent out 9/5/2017  and when I heard nothing from them I then sent the info by certified mail. All info was ignored as they knew nothing about it when I called. Fax cover sheet and fax receipt attached also. Thank you.9. This picture shows how the other backs due match up as opposed to the bad pieces.

May 6, 2016[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 (DSNB).A review of your above referenced account shows it charged off on February 23, 2016, with a balance of $1,303.82, and was assigned to an outside collection agency.  Please know DSNB takes the security and privacy of our customers seriously and follows all applicable laws regarding disclosure of information in collection attempts.  It is unclear from your correspondence what telephone number was contacted; however, we have noted the account in accordance with your request for no further contact and to not make any further collection attempts. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.  Sincerely,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com

[redacted]   [redacted]     July 10, 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.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please be assured the Bank does not participate in illegal business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.    Please accept my sincere apology for any frustration that you may have experienced regarding the delay in receiving your “Thanks for Sharing” Gift Card.  In researching this matter, I found that you completed a new account application on November 22, 2016, and were approved that same day.  At that time, you elected to enroll in the “Thanks for Sharing” program to accumulate 10% rewards on your qualifying purchases from the date of enrollment through December 31, 2016.  The “Thanks for Sharing” accumulated rewards value is printed on the bottom of your purchase receipts at the point of sale.    Our records showed that you earned a total of $25.42 in rewards and on January 11, 2017, a gift card in that amount was mailed to you.  You contacted us on March 30, 2017, and your address was corrected.  On April 3, 2017, you contacted us to advise you had still not received your gift card, and a replacement gift card was sent.  While speaking with a supervisor on April 28, 2017, you indicated you had still not received the gift card.  A replacement gift card was requested, and a credit of $50.00 for the inconvenience was applied to the account.  Unfortunately, on May 11, 2017, an error occurred and the replacement gift card was not sent.    On July 7, 2017, I requested a review of the purchases and I was able to confirm the fine jewelry purchases you made did qualify under the program and an additional $200.00 gift card was requested in addition to the replacement $25.42 gift card.  Please allow seven to ten business days to receive both cards by mail.   Thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of any further assistance, do not hesitate to contact me.   Sincerely,  Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

January 23, 2017Dear [redacted]:I am writing in regards to complaint ID # [redacted]. I spoke to [redacted] and confirmed we show a mattress that had been returned and not credited. Therefore to resolve the billing issues [redacted] has been experiencing we will be crediting her account in the a mount of $1097.72. This is a credit for the correct returned mattress and the fees that had been charged in the amount of        $80.00 and $101.85. This credit posted to her account on 1-6-17.Macy’s finds this matter closed.Sincerely,Macy's Executive Office###-###-####

[redacted]   [redacted]
 
 
 
 
September 9, 2015
 
 
[redacted]
 
Re:  Revdex.com ID [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.
 
I
apologize that the gift cards given to you by your mother had a security hold
placed on them.  To ensure that the value
of your gift cards was not compromised, we have issued new gift cards to be
sent to you under reservation #[redacted]. 
These replacement gift cards were mailed on September 9, 2015 and should
be delivered to you via the US Postal Service within 10 business days. 
 
[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 telephone number listed below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

P.O. Box 8220 Mason, OH 45040February 7, 2018[redacted]RE: Revdex.com Complaint Number-[redacted]Macy's Account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your recent correspondence 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 (DSNB).Please accept my sincere apology for any frustration or inconvenience you may have experienced regarding the above-referenced Macy's account. Upon receipt of your correspondence, I reviewed your account and found that it was closed on October 19, 2017. The above-referenced Macy's account is an employee pre-pay account. Pre-pay accounts are only offered to active Macy's employees. When your employment with Macy's ended the account was automatically closed. Unfortunately, once an account is closed it cannot to be reopened. If you wish to open a new account, you can do so at any register in the store or by selecting the "Apply Now" link on our website.As a result of the account being closed, the payment of $50.00 that you attempted was not accepted and the transaction was successfully voided. Enclosed, please find the payment receipt, as well as confirmation of the void. If the payment of $50.00 was withdrawn from your bank account, it would be necessary for you to send us proof of this withdrawal so we can research the matter further. You can send this information to my attention at the address above.[redacted], thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of further assistance, please do not hesitate to contact me at the phone number below.Sincerely, Lisa B.Macy's Executive Office ###-###-#### Extension [redacted]Enclosuresce: [redacted]The Revdex.comThe Macy's card is issued by Department Stores National Bank

May 31, 2016  [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, 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. We processed a credit back to the original form of payment for the last wrong lipstick sent to [redacted].  Based on this, we consider the matter closed. Thank you. Sincerely,   Melissa U.Bloomingdale's Executive Office###-###-#### Extension [redacted] cc: Ms. [redacted] Cressman

June 7, 2017     [redacted]   Re:  Revdex.com Complaint ID [redacted]         Macys account ending in [redacted]   Dear [redacted]:    I am in receipt of your most recent complaint response filed with the Revdex.com, 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 to your additional concerns on behalf of Department Stores National Bank (DSNB).  Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   As noted in my previous response, our records show that we made numerous attempts to contact you by telephone starting on March 28, 2017, through May 12, 2017, and that we left a message on April 3, 2017.  When our attempts to reach you by telephone failed, we sent you a letter dated May 15, 2017, advising you of the past due status on your account.    When our customers elect to receive electronic statement alerts and to manage their account online (as you did on September 11, 2015), we stop sending paper statements.  Your statement alerts were successfully sent to [redacted], as you directed, starting September 24, 2015.  I verified that the electronic billing statements for February through May 2017 were successfully sent.  As of the date of this letter, your account is receiving electronic statement alerts and you are enrolled for managing your account online.    [redacted], our position on this matter has not changed.  If I may be of assistance in another matter, please call me at the telephone number listed below.   Sincerely, Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
January
14, 2016 
[redacted] 
[redacted] 
[redacted] 
Re:
Revdex.com complaint ID [redacted] ...


        Macy’s store account ending in [redacted] 
Dear
[redacted]: 
We are
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.  I had hoped to discuss this matter with you
personally, but unfortunately, I was unable to reach you.  Please accept my apology for any concern this
situation may have caused. 
I
was pleased to learn that on January 13, 2016, you spoke with Ms. Teresa M.,
a liaison in our macys.com Executive Offices. 
She confirmed that she has processed a request to mail directly to you a
check for the value of the gift card, $104.80, rather than apply it as a credit
to your closed Macy’s account.  Please
allow 10 to 15 business days to receive it. 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
additional assistance, feel free to call me at the telephone number listed
below.
Sincerely,
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.  First thing of all, no where does it state that gc cannot be purchased from 3rd party that are NOT Authorized from bloomingdales. There is no written verbage as well on the giftcards itself. There has to be written documentation that the consumer can visibly see so the purchaser knows whats the legalities of purchasing a giftcardStating that [redacted] or any third party is unauthorized to sell bloomingdales giftcard with no documentation should not be the consumers fault but the business themselves. Also it was actually bloomingdales that told me to discard the old giftcardsMy view on this whole ordeal is that bloomingdales is a company that does not care about its customers. They are deceitful and deceiving. I never spoke with this [redacted]. I spoke with Colette. And she was suppose to still call back but of course they never do.
Regards,
[redacted]

February 8, 2017   [redacted]   Re:  Revdex.com Complaint ID #[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.    Macy’s wants you to be completely satisfied with your purchase but understands that sometimes an item needs to be returned.  We will accept merchandise for return or exchange as long as your item(s) is in saleable condition within 1 year of purchase.  You will receive a complete refund in the original form of payment if you provide us with either your original receipt, the credit card you used to purchase the item(s), or your return label or packing slip.  Other conditions apply and are included on signs throughout the store and on-line at macys.com.  All returns are subject to approval and validation.  For retailers, return policies change from time to time and unfortunately, we are unable to send notifications to customers.  At all times, you can find our current return policy online at www.macys.com, at the registers, and posted in specific departments throughout the store.  All returns are subject to our validation and approval process.   I was disappointed to read about your experience with the sales associate you mentioned in your complaint.  As a company committed to outstanding service, I assure you that we do not condone or tolerate rude behavior.  I forwarded your concerns to the Store Manager so that they may address this matter directly.  Please accept my apology for any inconvenience or frustration this matter may have caused you.   I am happy you were able to return the dress and obtain a store credit to purchase something you are able to enjoy.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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,   Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager, [redacted] location

Hi there, I've been waiting over a MONTH to get my cards.  Not only had I not received the cards with the correct name until Thursday the 1st, but my current card was deactivated.  Thursday's mail brought THREE separate cards with the correct last name but even Macy's 800 customer rep...

couldn't tell me which card is correct so now a FOURTH card is on the way.When shopping at Macy's the last weekend of September, several customers were upset that their cards weren't pulling up coupons and that their autopay wasn't working as expected.  I checked my account and it also showed past due when my account is on autopay for months.  Macy's recently converted to a new bank and it seems that they are passing on the blame to their customers for autopay not processing timely. Just received a letter from Macy's today explaining that they are processing the payment.  If the payment was "past due" wouldn't they process on the next business day which is Friday Oct 2nd? Why wait until the 6th? The letter is also sent from their collections department.I want Macy's to review my account, confirm that my account is indeed on autopay, apologize for blaming me, the CUSTOMER, for their bank not picking up the autopay (no notice sent of bank change, found out at Macy's store), send a letter confirming that my near perfect credit is not going to get a hit because of Macy's incompetency and assure that the account is updated.  I also want a WORKING MACY'S CARD with the name [redacted] (my true legal name) on it.

[redacted]   [redacted]
*
January 14, 2016
[redacted]
Re:  Revdex.com 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.  I
apologize for any inconvenience you may have experienced.
I
had hoped to discuss this matter with you personally, but unfortunately, I was
unable to reach you by telephone.  I was,
however, able to leave a message on January 12, 2016. 
Our
records indicate that we are reporting your account as “current”, which means
that it is in good standing. Our
reporting will only show “current” or “delinquent”.  If you are seeing anything different from the
credit reporting agencies, please forward a copy of the report so we can investigate
this further.  For your reference, I am
enclosing a copy of the [redacted] report that we pulled for your account on
January 12, 2016.  Please note that we
update credit reports on a monthly basis. 
As of the date of this letter, your account has a zero ($0.00) balance.
[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]
Enclosure /January 14, 2016
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.   
"
The Macy's corporate  representative states that the items purchased online with my gift cards were "shipped to your home address". This is not correct. According to the attached receipts provided to me by my local Macy's store, purchases were made with my gift cards and shipped to two parties unknown to me: 1. [redacted]. Phone ###-###-####.  2. [redacted]. Phone ###-###-####.  The facts of my card misuse are well known to the Macy's Electronic Gift Card Department, found inthe process of an earlier review of my claim. I suggest that the Macy representative handling this Revdex.com dispute actually do some research on the use of my gift cards, rather than fabricating facts to suit her purposes without checking. Perhaps she could contact the parties who used my cards for these purchases and inquire as to how they came into possession of my card numbers. I suspect that someone inside the Macy's organization made my card numbers numbers available and that I am not the only customer defrauded.
Regards,
[redacted]

I am in receipt of your complaint filed with the Revdex.com regarding your Macy’s account.  Regrettably, I was unable to locate your account or any reporting information with the Credit Reporting Agencies based on the limited information provided in your complaint.  ...

Unfortunately, I received a “invalid number” message when attempting to contact you at the telephone number listed on your complaint (###-###-####). However, I welcome the opportunity to speak with you.   I am eager to respond and bring this matter to resolution; however, I am aware that you are hesitant to provide any additional information.  In order to research this matter further, I must obtain access to your Macy’s account.  In order to locate your Macy’s account, I am requesting that you provide any of the following information: 1.       Macy’s Account Number(s):2.       Were you listed as an Authorized User, Primary Account Holder, or Joint Account holder?3.       If you were listed as an Authorized User, or Joint Account Holder:What is the name (and contact information) of the Primary Account holder?4.       Have you had a name change since opening (or closing) the Macy’s account?If so, what is your maiden name?5.       Address(s) previously listed on the account:6.       Phone number(s) previously listed on the account: Please know that I respect your hesitation to provide any information and that any information you provide to me will only be used for the purpose of responding to your complaint.  Upon receipt of any of this information, I will research our credit systems for your Macy’s account and advise my findings.  If you prefer that I speak exclusively with your Attorney regarding this matter; we require the attached Authorization To Release Credit Information Form (or a similarly positioned release signed by you) to be in our records before proceeding.   This form may be returned to me via email for faster processing.  Thank you for allowing me the opportunity to respond to your concerns.  You and/or your Attorney are more than welcome to call me with any questions.  I will be returning to the office on Monday at 9am Pacific. Have a nice weekend, Stephen C.| Executive Liaison | Macy’s Executive Office ( ###-###-#### FAX ###-###-#### [redacted]