Macy's

February 27, 2018[redacted]Dear [redacted]: I am in receipt of your complaint #[redacted] 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. [redacted],...

your continued loyalty is important to us and we are sorry we have disappointed you. I hope this won't keep you from shopping with us in the future. I would be able to honor but one promotion to you for this item and also honor the sale price on the original date you tried to purchase this item. I apologize I am unable to honor two promotions per our policy. Please contact me at your earliest convenience at the number listed below so that I may get to work on resolving your concerns. Thank you for your cooperation in this matter. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

December 23, 2015[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45202Dear [redacted]: I am in receipt of [redacted] complaint. As a representative of Macy's Executive Office, I was asked to review and respond to her concerns. Unfortunately, I have been unable to speak to [redacted]...

directly. I have, however, left her several messages over the past two weeks regarding her concerns. [redacted] was concerned about the multiple authorization holds on her account. It appears that all of the authorization holds have fallen off at this time. In a gesture of good will, I sent [redacted] a gift card for $20 to use on her next purchase online or in store. As I have not had a response to date, I am closing this issue. I remain available should the customer contact us again. Based on the above, Macy's considers this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I think Macy's needs to re-evaluate their return and/or customer service procedures. I was repeatedly advised starting 1-7-16, 3 days after the return was made, that a credit would be going back to my method of payment, my Macy's Credit Account. It is appalling that I have had to turn to Revdex.com for help in getting the money back to the account almost two months later in addition to the stress and inconvenience it has caused me. Furthermore no gift card was issued at the time of the return for the record as their rep has stated. Based on this experience, in the future, it is doubtful I will use Macy's for my shopping needs.
Very Sincerely,
[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 was a victim of identity theft last year. I filed a police report with the [redacted] Police Department when this happened and notified all credit bureau's. Again, this is not my charge and needs to be removed from my account.
Regards,
[redacted]

Tina, We are in receipt of complaint id [redacted] regarding the tech inspection report that his mattress is not defective.  We have tried to contact our customer via phone and left message. We are offering a return of the mattress, for full credit or a return / reselection at no additional...

cost to our customer. Thanks, Macy's Executive Office

[redacted],    We are in receipt of Complaint ID #[redacted] regarding the consumer's purchase.   As an accommodation due to any miscommunication experienced at the time of service, we have submitted an  adjustment for the WorryNoMore fee applied to the order. A credit totaling...

$128.00 will post to the consumer's original form of payment within 10-14 business days. For any additional questions or  concerns, the consumer can contact Macy's directly.    Thanks,  Macy's Executive Office

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.   As soon as I receive my Macy's Credit Card Statement in the mail showing a corrected, zero balance, I would like to keep the case open. I have not yet received the bill showing that no amount is due. Thank you.
Regards,
[redacted]

[redacted]   [redacted] October 27, 2016 [redacted]  [redacted] Re:  Revdex.com Complaint #[redacted]        Macy’s account ending in [redacted] On behalf of: Macy’s Contact Date With Customer: October 15, 2016 Complaint Summary:  [redacted] states she purchased four bras from Macy's [redacted] in [redacted].  [redacted] returned three of them via insured USPS and they were delivered on September 1, 2016.  [redacted] called the store and customer service several times.  She wants the credit issued to her credit card or a check mailed to her home. Resolution:  I sent an email to the store and provided a copy of the complaint.  I spoke with the Assistant Store Manager who informed me that he could not locate the merchandise but had already issued a credit to [redacted] third party credit card.  [redacted] confirmed via email that she received the refund for her merchandise and that she made a mistake in submitting the complaint. Ebony M.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

January 2, 2017
[redacted]Marketplace Resource ConsultantCincinnati Revdex.comre: Revdex.com Compliant ID [redacted]Dear [redacted]: Dear [redacted]: I am in receipt of complaint ID: [redacted]. I have spoken to Ms. Hasty and we have addressed all issues to her...

satisfaction. Based on this information, Macy's considers this matter closed and resolved.Thank you. cc: [redacted] Steven A. « Presidential Liaison « MCCS Executive OfficesMacy's Corporate Services, Inc.9111 Duke Blvd, Mason, Ohio 45040Phone: ###-###-####  Email: [redacted]Hours: Monday through Friday 9:00am-5:00pm EST

Re: [redacted] ID [redacted] Hi [redacted],The above referenced customer issue has been resolved. Due to the dissatisfaction of the customer Macys has agreed to return the mattress with no fees to the customer.  At this time Macy’s considers this case resolved and closed.Teresa M.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: {###-###-#### fax ###-###-####

March 16, 2018[redacted]RE: Macy's Fine JewelryMacy's [redacted] Account Ending in [redacted]Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB or  the Bank).Please accept my apology for the length of time it has taken to provide you with a response regarding the return of your fine jewelry purchase. Thank you for providing the pictures of the ring which helped in the identification process.The many transactions you have made in our Fine Jewelry Department including exchanges and returns, created the need for research to locate the receipts whichi pertain to the specific item. Enclosed please find the purchase receipt for your ring dated October 20, 2017, for $2,219.70. Also enclosed is the receipt for the return of the same ring on January 2, 2018, and a copy of your January 22, 2018, billing statement which also documents the return. The full purchase price plus tax was returned to your Macy's [redacted] account referenced above. Please understand that the associate who returned your ring provided an exception to our return policy by returning the item without the original Customer Return Label (CRL) attached in an attempt to assist you. The CRL is used to identify the specific item and to prevent such misunderstandings.Thank you for allowing me the opportunity to respond. Please contact me at the phone number below should you have any questions or concerns.Sincerely,Peter D.Macy's Executive Office ###-###-#### Extension [redacted]Enclosurescc: Revdex.com - Complaint ID [redacted]

October 01, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
 
Dear [redacted]: 
 
Fortunately,
I did have the opportunity to speak with you on September 2*, 2015.
 
On
September 29, 2015 I did send this email to you,  "I am so very pleased to
inform you that the shipping address you use is no longer blocked. This review
is certainly in response to our request. I am sure other Macy's customers will
appreciate this as well.
 
We
could replace one of your orders, or order at your convenience going forward.
Please let me know if you have any further questions or concerns."
 
If I
may be of further assistance in this matter, please do not hesitate to contact
me at the telephone number listed below.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
[redacted] Extension [redacted]cc: [redacted], Cincinnati Revdex.com

[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

June 20, 2016[redacted] [redacted]
[redacted]
[redacted]  [redacted]Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of the complaint filed by Elizabeth Cioromski on your...

behalf, which was forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to these concerns on behalf of Department Stores National Bank (DSNB).  Since this account is an individual account with your name listed as the Primary Cardholder, I am required to direct my response to you.  Please accept my sincere apology for any inconvenience this issue may have caused.On several occasions, we received emails and phone calls from your daughter, who has advised us she is assisting you with the billing on your Macy’s account referenced above.  Unfortunately, we were unable to discuss your account with her because we are required to obtain the primary accountholder’s permission each time in order to discuss detailed account information with anyone other than the cardholder.  Accordingly, we require your permission every time a third party, even an Authorized Buyer, wishes to discuss detailed information regarding your account.  This requirement ensures that your private information is kept safe and secure.With respect to the non-receipt of billing statements, we found that notifications alerting you that your statements were ready to view were successfully sent to the registered email address of [redacted], and these emails were opened.  I confirmed that your personal information, such as Social Security number, date of birth, billing address, and phone number, must be entered before you can access your monthly billing statements online.  Again, this requirement is designed to ensure account security.  If your daughter had provided this personal information, she could have gained access to your account and online billing statements.  However, if you are not comfortable providing your personal information to the Authorized Buyer to access the monthly billing statements, you have several other options you may consider in order to grant her access to your account.  If your daughter obtains legal Power of Attorney (POA), you may fax your request to grant the Authorized Buyer POA rights to ###-###-####.  However, it may take at least 30 days to update the status.  Alternately, you may call our credit department and request a form be mailed that will upgrade your daughter from an Authorized Buyer to a Secondary Cardholder on a Joint account, which would also give her full rights to access the account.  As it stands, we are only authorized to release limited information such as balance, due date, minimum due amount, and the credit limit to your Authorized Buyer.  For your convenience, I have enclosed copies of your monthly billing statements for the periods ending November 6, 2015 through June 7, 2016, for your review.According to the Department Stores National Bank Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the payment due date.  The fee will be $27.00, or $38.00 for any additional past due payment during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account carries a balance.  The minimum interest charge is $2.00.  In researching your account history, I found that you were charged a late fee when we did not receive payments for the due dates of November 4, 2015, December 4, 2015, February 4, 2016, April 4, 2016, and May 4, 2016.  In addition, your account was reported as past due to the credit reporting agencies for the time frame of December 2015 and May 2016, due to your non-payment.  As a goodwill courtesy, we have credited two late fees for April 4, 2016 and May 4, 2016, as well as two interest charges, totaling $74.61.  It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Our research confirmed that no bank error occurred and, because the information we are reporting is accurate, we are unable to remove the delinquency from your credit report as requested.  However, on June 14, 2016, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting". I was disappointed to learn of the problems [redacted] encountered while speaking to our representatives in an attempt to resolve this matter, and I apologize.  Please be assured that the service she received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate her bringing the situation to our attention.  For clarification, we were able to determine what associates spoke with [redacted], and I have forwarded a copy of the complaint, as well as my response, to the appropriate Manager to address these issues directly with the associates involved. [redacted] thank you for allowing me the opportunity to respond to these concerns.  If I may be of further assistance in the future, please do not hesitate to contact me at the number listed below.  Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]Enclosures / mailed June 20, 2016cc: [redacted], Revdex.com Customer Service Manager

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]     July 13, 2016   [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]   Dear [redacted]...

[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.   We sincerely regret any frustration you may have been caused when attempting to process an online payment, and when calling to resolve the returned payment issue.  As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates available within every department so that all of our customers may have a positive and rewarding experience.  Although it is disheartening to hear that we did not meet your expectations, your feedback is valuable to us, as it gives us the opportunity to follow up with the appropriate action.   Upon review of your account, I found that the payment you made by phone on April 25, 2016, was returned as “unable to locate” (which usually happens when the checking account number is incorrect).  I apologize for any miscommunication that may have caused this matter to occur.  On July 7, 2016, a credit for a partial late fee of $19.00 was posted to your account as a courtesy to you during your telephone conversation with a representative.  As a further gesture of our goodwill, on July 11, 2016, I removed the remaining $18.00 late fee from your account.  As of the date of this letter, your balance is $64.20.   [redacted], thank you for bringing this matter to our attention and allowing us the opportunity to respond.  If I may be of any further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Stephanie C. 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 find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]   [redacted]
 
 
June 19,...

2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID#[redacted]
       Your Macy’s online order #[redacted]
 
Dear
[redacted]: 
 
I am in receipt of your complaint to 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 complaint. 
I apologize for any frustration you may have experienced.
 
In reviewing your order, the notes indicate that our
Consumer Protection Department cancelled your order as they were unable to
verify the information that was provided. 
The notes on your order indicate that you were advised that Consumer
Protection would be able to replace your order after speaking with you to
verify the information in question.  Currently,
the merchandise is available and your gift cards still have funds on them and
can be used on your replacement order.  Their
direct number is ###-###-####.  If you
are calling from outside of the United States, please call ###-###-#### and
ask to be transferred to the Consumer Protection Department regarding the order
referenced above.
 
I apologize you were informed that the item was no
longer available during one of your email exchanges.  Although we try to maintain a full selection
at all times, occasionally we run out of some items and may either receive more
inventory or find an item in a store location. We hope to better serve your
needs in the near future.
 
[redacted], I understand you are requesting some type
of compensation, however, Macy's does not provide compensation for a matter
such as this.  We realize that you have a
choice of where to shop and we are sorry if this issue has jeopardized our
business relationship.  If I may be of
assistance in another matter, do not hesitate to call me at the telephone
number listed below.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

April 24, 2017   [redacted]  [redacted]   Re:       Revdex.com Complaint ID #[redacted]             Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   I am in receipt of your most recent complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  Since I previously addressed your concerns, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.    As explained in my previous letter dated April 13, 2017, because the account continued to carry a balance from billing cycle to billing cycle, for periods ending June 12, 2016, through March 13, 2017, $2.00 minimum interest was charged each month.  My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement.  You can avoid paying interest on your purchases if you pay the new balance in full by the due date as shown on your billing statement each and every month.   Your November 11, 2016, billing statement had a balance of $89.73, with a $27.00 minimum payment due December 9, 2016. When no payment was received by the due date a $2.00 late fee and $2.00 in interest was charged.  The $2.00 minimum interest that appeared on the billing statement for the period ending January 13, 2017, with a due date of February 9, 2017, was for interest charged on your account balance between the last bill date of December 13, 2016, and the date (January 9, 2017) that we received your $2.00 payment.  When no payment was received by the February 9, and March 9, 2017, due dates, $2.00 interest was charged each month.    Although these fees were properly charged, on March 14, 2017, $6.00 in interest was removed as a courtesy, bringing your account to a zero ($0.00) balance.  I apologize if you were given any misinformation by the associate.  I have forwarded your comments to our Customer Service Manager so they can follow up with the appropriate action.   [redacted], I hope this letter clarifies any additional questions you had regarding the interest charges.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Customer Service Manager