Macy's

[redacted],
We
are in receipt of the rebuttal for Complaint Id #[redacted] regarding the
customer's return.  A credit for the
returned merchandise was issued to the customer's account on 3/7. Additionally,
a credit balance check was released and mailed to the customer on 3/15. The
check should deliver to the customer's home within 10 business days after the
specified date. If the customer does not receive her refund check by mail
within 10 business days, she will need to contact our credit department by
calling ###-###-####.  At this time, Macy's will consider this matter closed
and will not respond to any further rebuttals regarding this matter.
Thanks,
Macy's
Executive Office

[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

February 29, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all...

matters as expressed in the complaint. Based on
this, we consider the matter closed. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Exten[redacted]
[redacted] Ms. [redacted]

January 09, 2018  [redacted] [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  Please excuse the delay in response, this issue has recently come to my attention. On behalf of Macy's Executive Office, please...

accept my sincere apology that there was no gift receipt for your order # MSA1734311225. Unfortunately, at this time gift receipts are not available for merchandise shipped directly from our vendors. We do appreciate your recommendation that these should be provided. Macy's does remain open to ways to improve the customer service and options for these online orders. [redacted], I do apologize if our customer service agent did not inform you that there was no gift receipt was provided. We would have wanted you to be fully informed at that time. When I called I was able to leave a voicemail. If you have further comments or questions, please contact me at the number provided. Thank you for allowing me to address this issue. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[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]
  
 
 
August 18, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:   Revdex.com Complaint ID [redacted]
 
Dear [redacted]:
 
Your complaint filed with the
Revdex.com was forwarded to Macy’s Executive Office for
review.  As a liaison in that office, I
was asked to respond.  I apologize for
any inconvenience this situation may have caused you.
 
I investigated the matter and
found that a Macy’s EZ-Exchange (gift) card #[redacted] was issued to you
for merchandise you returned to the [redacted] Center Macy’s in [redacted],
[redacted], on April 25, 2015, and May 3, 2015. 
The merchandise you returned was originally purchased online at
macys.com under reservation order [redacted] using several different gift cards
as your method of payment.
 
A block was placed on your
EZ-Exchange (gift) card as a security measure because the original gift cards
you used to purchase the merchandise could not be verified.  Therefore, we require proof-of-purchase for
the gift cards you used to place the order prior to releasing the hold on your
EZ-Exchange card.  You can send the
proof-of-purchase to my attention at the address above or you can email it to [redacted].
 
[redacted], if I can be of
further assistance, please feel free to contact me at the telephone number
noted below.
 
Sincerely,
 
 
Carrie W.Macy’s Executive Office
###-###-####  Extension [redacted]
 
cc:  [redacted], Revdex.com

[redacted]   [redacted]     April 3, 2017   [redacted]  [redacted]   Re:  Revdex.com - ID #[redacted]         Macy's account ending in [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 (DSNB).  We sincerely regret any frustration you may have experienced regarding the interest charges on your Macy's account noted above.   Per the DSNB Credit Card Agreement, if you have been paying less than the Total Now Due 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 all fees were properly charged.    Applying this billing policy to your Macy’s account, the $2.00 interest charge on your January 1, 2017, statement was for interest charged on your account balance between the last bill date of December 16, 2016, and the date (January 2, 2017) that your $114.64 payment was applied to your Macy’s account.  When no payment was received, the $2.00 charge carried forward to your billing statement for the period ending February 14, 2017.  Your statement balance included $143.98 in new purchases, a $2.00 late fee and a $2.00 minimum interest charge, resulted in a new balance of $149.98 with a $29.00 minimum payment (including a $2.00 past due amount) due by March 13, 2017.  When no payment was received by this due date the account was charged a $29.00 late fee and a $2.00 interest charge.    On February 23, 2017, you returned the items from your order #[redacted] under receipt #[redacted] and a $134.98 credit was applied to your account.  The billing statement for the period ending March 17, 2017, (copy enclosed) included your return merchandise credits, however since no payment was received by the payment due date, the account was charged a $29.00 late fee and a $2.00 interest charge.  Although your statement shows a credit of $134.98 from returned merchandise, a payment was still required on your account per the terms of the DSNB Credit Card Agreement.  Please note, returns and credits are not applied toward your Minimum Payment Due.    On March 24, 2017, as a courtesy to you, a $9.00 credit was applied to your account for the expedited shipping fee from your order #[redacted].  In addition, I removed $31.00 in late fees and $6.00 in interest charges resulting in a zero ($0.00) balance on the account. [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 Doerter Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted], 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

I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when you didn't receive your order. You will be receiving a $50.00 Macy's gift card. This will come in a plain white...

envelope.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy’s. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

It's been 33 days and I still have not received my refund since returning purchased items on September 23rd.  I did not request a Macy's Merchandise Certificate  as a  preferred refund and I do not want it.  Your policy is to refund proof of purchased items to the original form of payments.  You all have copies of my receipts.  If need be, I will get an attorney involved to rectify this matter.Macy's Store Return PolicyDon't love it? You've got a whole year to bring it back. We’ll gladly accept returns or exchanges as long as your item is in saleable condition and within one year of purchase — that’s 365 days to make sure you’re completely satisfied. Some restrictions apply and are posted in certain departments.†We’re here to help make your return as easy as possible:You have proof of purchase: With either your original receipt, the credit card you used to purchase, your return label or packing slip, you'll get a complete refund in the original form of payment. [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.I did receive a call from Ms. W. and also a follow up email, but since those communications, I have only received only $376 and $164. A few days later, I noticed that the $376 was reversed to a purchase... I have not received the full credit for order # 110118767 in the amount of $175.
As of July 14, 2015, I have contacted Ms. W. by phone and am currently awaiting a return call. [redacted]

August 02, 2017[redacted]Revdex.com Cincinnati1E 4th St.Ste 600Cincinnati, OH 45202Re: Revdex.com Complaint# [redacted]Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted]. We have spoken to [redacted] and have reviewed all matters as expressed in the complaint. We have issued...

the return refund and the interest fee. We sincerely apologize to [redacted] and we are sending her a gift card due to the inconvenience and frustration. At this time, we consider this issue resolved.Thank you. Carrie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

September 12, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]         Dear [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.  Be assured we have policies in place to comply with all federal and state laws in our credit practices, and I regret that you feel otherwise.   Per the enclosed DSNB Credit Card Agreement, if you have been paying less than the Total Now Due 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. This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  My review of this matter found that all interest was correctly charged to your Macy’s account in accordance with the Credit Card Agreement.    Applying this billing policy to your account, the $2.00 interest charge on your August 14, 2017, statement was for interest charged on your account balance between the last bill date of July 14, 2017, and the date (July 30, 2017) that your $34.00 payment was applied to your account.  On August 15, 2017, a $93.25 purchase was made at our Modesto Macy’s location.  Our records indicate that when you called on August 25, 2017, we removed the $2.00 interest charge as a courtesy to you resulting in an account balance of $93.25.    [redacted], thank you for allowing me to respond to your concerns.  If I may be of further assistance, please do not hesitate to contact me at the phone number listed below.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed Sept. 12, 2017        cc:  [redacted], 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

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

replace the incorrect items she received. Based on the above,
Macy's considers this matter resolved and closed satisfactorily.
Sincerely,Colette O[redacted]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.
Regards,
[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.  I provided Macy's with copies of my email logs including any deleted messages for the time frame in question.  Beyond this, I am unable to "prove" that I did not receive an email.  As a good faith measure, I have registered for automatic bill pay.  I do not take my credit score lightly and have always maintained a score >800.  I am more than willing to admit any wrongdoing/oversight but the evidence provided to Macy's shows that I did not receive any bills via email between December 16, 2014 and July 15, 2015. 
Thank you so much for looking into this matter. 
Regards,
[redacted]

June 24, 2016 [redacted]  
[redacted]  
[redacted]  Re: Revdex.com complaint #[redacted]        Macy’s [redacted] account ending in [redacted]  Dear [redacted]: We are in receipt of your additional concerns forwarded to us through the Revdex.com regarding your Macy’s [redacted] account.  I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Thank you for the courtesy you extended in our telephone conversations and for clarifying your complaint.  It was my pleasure to make your acquaintance.  I again offer my apology for the service you described receiving.  Be assured that is not representative of the high level of service we strive to provide.  As we discussed initially, an unresolved concern was that you still had not received a new card for your account.  However, you confirmed in our conversation of June 17, 2016, that you have received the card that was requested on June 5, 2016.  Our records show that you activated the card on June 13, 2016.  In addition, I removed the late fee of $27.00 that was applied to your account on June 4, 2016.  We received your payment of $100.00 on June 5, 2016, which brought the balance on your account to $568.19, with a minimum payment of $46.31 due by July 4, 2016.  [redacted], thank you for allowing me to respond.  Feel free to contact me at the telephone number listed below if I may be of assistance on another matter in the future.  Sincerely, Michael J.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

December 21, 2016  [redacted]Revdex.com1 E. 4th Street, Suite 600Cincinnati, OH 45202 Re: Complaint ID [redacted]      Dear [redacted]:   We are in receipt of your recent inquiry with regard to the complaint ID referenced above.  Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged. Should [redacted] present you with any new information to research, we would be happy to review it. If you should have any questions or concerns, please contact us. Sincerely,  Nancy M.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]     December 5, 2016 [redacted] Re: Revdex.com, Complaint ID [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. I reviewed the above-referenced Macy’s account and confirmed that the fraudulent charges as well as all associated fees and finance charges were removed on November 30, 2016.  Additionally, we confirmed no delinquency was reported to the Credit Reporting Agencies for your account.  Your account was closed at your request on November 11, 2016, with a zero ($0.00) balance.   [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Please accept my personal apology for any inconvenience or frustration this matter may have caused you.  Should you require any further assistance, please do not hesitate to contact me at the phone number below. Sincerely, Stephen C.Macy's Executive Office###-###-#### Extension [redacted] cc:     [redacted], Revdex.com