Macy's

October 02, 2015
 
 
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
 
Revdex.com Case #[redacted]
 
Dear
[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.I contacted [redacted]
by phone to resolve her complaint and to apologize for any inconvenience she
experienced as a result of her macys.com order. I am sending [redacted] a gift
card for $100.00 as a replacement that she may use in store or online.  Based on the above, Macy's considers this
matter resolved and closed satisfactorily.
 
Sincerely,
 
 
 
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted]

[redacted]   [redacted]
 
 
 
September 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com ID #[redacted]
 
Dear
[redacted]...

[redacted]: 
 
I am in receipt of your
complaint filed with 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.  Please accept my sincere
apology for any frustration you may have experienced. 
 
My research shows when you spoke
to an associate on August 16, 2015, to make a $79.61 payment, an error occurred
and the payment was returned by your bank unpaid and your account charged a
$25.00 late fee.  As a courtesy to you, I
have submitted the appropriate adjustments and they should post within the next
one to two billing cycles leaving you with a zero ($0.00) balance.  In addition, I can confirm we closed your account
as you requested on September 2, 2015. 
 
[redacted], thank you for
bringing this situation 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.  I am sorry to hear that this matter caused
you to close your account and hope that you will allow us the opportunity to
mend our business relationship.  If I can
be of further assistance, please contact me at the telephone number listed
below.
 
Sincerely,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted], Revdex.com

[redacted], We received the Revdex.com complaint for [redacted] regarding ID [redacted]. The customer stated the mattress is defective and had a failed inspection appointment. We have offered the customer a comparable replacement mattress. The customer was satisfied with this resolution and has our direct...

contact information if she has additional questions. Macy’s Executive Office Jon A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

July 16, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
        Macy’s account ending in [redacted]
 
Dear [redacted]...

[redacted]:
 
I
am in receipt of the 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
accept my sincere apology for any frustration you may have experienced
regarding our efforts to reach you concerning the past due status on your
Macy’s account referenced above.  I am
truly sorry to learn of your medical situation and wish you a speedy recovery.
 
On July 15, 2015, I removed the telephone number ###-###-####
that was listed on your account, so you will receive no further calls from
us.  Our calls are intended as a courtesy
to remind you of a recently missed payment. 
It is also an opportunity to assist our customers with maintaining a
good payment and credit history with us. 
Although we are permitted to call a customer at the number in our
records any day of the week between 8 a.m. and 9 p.m. in the consumer’s time
zone, our calls were not meant to inconvenience you in anyway.   
 
Our records show that your billing statement for the
period ending May 22, 2015, had a $14.79 payment due by June 22, 2015, but no
payment was received by this date.  We
recommend that customers allow seven (7) to ten (10) days for a mailed payment
to be received and processed.  My
research confirmed you spoke with our representative on July 9, 2015, but you
did not request that we stop the collection calls as you mentioned in your
complaint.  On the same date, we received
your $50.00 payment and it was applied to your account.  To show our appreciation of your loyalty as a
longtime cardholder and shopper, I removed the $14.79 late fee and $2.00
interest charge that appeared on your June 22, 2015, billing statement.  You will see the payment and adjustments
posted on your July 22, 2015, billing statement.  For future reference, you can pay your Macy’s
bill free of charge over the phone or online at macys.com and the payment will
be applied to your account within 48 hours using the original date.
 
[redacted], 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, please do not hesitate to contact me at the
telephone number below.
 
Sincerely,
 
 
 
Monica O.
Macy’s Executive Liaison
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com

July 8, 2016[redacted]
[redacted]
[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, which was 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 apologies for any concern this supply issue may have caused you. Since our inception in 1858, Macy's has been committed to providing the highest quality products and service possible, and we sincerely regret the earrings you purchased were less than this caliber.   I reviewed the transaction history on your account and found that the final price you paid for these earrings (after price adjustments and coupons) was $182.68 (after tax,) copies of your original receipts are enclosed.  For your convenience, I have taken the liberty of applying this amount as a credit to your Macy’s account; you will no longer need to present your letter or receipt to a store associate as you will find this credit on your next billing statement.  We hope that you allow us an opportunity to continue to serve you as a customer and that you will agree that this incident does not reflect the overall quality of our fine jewelry program.  We welcome the opportunity to help you with future jewelry purchases with the promise that we will forever stand by our products. If I may be of further assistance to you, feel free to contact me at the telephone number listed below.Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc:  Ms. Tina Geers, Revdex.com

Dear [redacted]:
Thank you for your recent correspondence regarding
your Macy's furniture sales check #[redacted].
I understand that when the merchandise was delivered,
there were issues found that we sent a service technician to repair. Per the
service technician's report, the chair was repaired to manufacturer standards.
Unfortunately, the preference period is not extended due to this as it was
repaired and the damage is not the reason for the return.
As you are truly unhappy with your purchase, I have
authorized a preference return. Please be advised that you will not be refunded
your delivery fee and will be subject to a 15% restocking fee. Your return
sales check number is #[redacted]. Please be advised that these fees cannot be
waived as policy has already been overridden to approve the return. Upon return
of the merchandise to our warehouse, a credit in the amount of $1,802.69 will
be processed to your original form of payment.
If you are reselecting new merchandise, please provide
the return number to your sales associate and they will coordinate the pick-up
of the dining set in your home with the delivery of your new set. If, you would
like to return the merchandise with no reselection, you may contact our
customer service department at ###-###-#### and reference the return number.
They will be happy to schedule a date for pick-up.
Sincerely,
Jennifer C.
Macy's Executive Office

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.  Thanking William A. for his courteous and kindness in handling this issue.
Regards,
[redacted]

[redacted]   [redacted]
February 16, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Better Business Complaint
ID #[redacted]
       Macy's account ending...

in [redacted]
Dear
[redacted]: 
I am
in receipt of your 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. 
I
appreciate you taking the time to express your concerns regarding the gift
cards you purchased on your account.  I
regret that we were not able to resolve your issue in a more timely
fashion.  I have had both gift cards
credited back to your Macy's credit account. 
I requested a credit balance refund for $200.00 to be sent back to you
under separate cover. 
I
hope you will consider this an isolated incident and continue to choose Macy's
for your shopping needs.  As a token of
our appreciation and apologies, please find $50.00 in Macy's Money to use at
any of our Macy's stores.  If I may be of
further assistance, feel free to contact me at the telephone number listed
below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
73711Enclosures /mailed February 16, 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.  I received a ridiculous response from [redacted] outlining the charges on my bloomingdales account that did not address my issue. 1. The 2.00 interest charge that you so eloquently break down was not disclosed to me at the time I zeroed out my account, so your own employees don't know theses rebukes that you say are in the credit card agreement. To the contrary, I was told when I ASKED that he account was settled and that there would be NO additional charges, and then you go and place the additional finance charge on my account anyway and report the 2.00 monthly charges which continue to accumulate to my credit report. Your response is the reason why so many consumers hate Macys. If you can see no fault in a policy that your own customer service is unaware of then you are just as bad. So glad I closed out your account. There are too many other great options.  
Regards,
[redacted]

Thank you for the additional comments, however, Macy's has already responded to these concerns on 3 occasions. Our last response (July 7) still stands. Thank you.

May 10, 2016  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Re: Revdex.com Complaint ID: #[redacted] Dear [redacted]:  I am in receipt of [redacted] additional concerns presented to the Revdex.com. As a representative of Bloomingdale's Executive Office, I was asked to review and respond to these concerns. Once again we are asked to provide a further discount for bloomingdales.com order number #[redacted]. We did confirm the [redacted] was priced at $322.20 on this purchase on December 11, 2015. Our records indicate a discount was already applied to the item pricing it at $322.20. The retail price for this coat is $995.00. Although we regret any misunderstanding or inconvenience for [redacted] no further discounts can be applied. Thank you for bringing this matter to our attention and giving me the opportunity to respond. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted]

December 8, 2015 
[redacted] 
[redacted] 
[redacted] 
Re:  RevDex.com complaint ID [redacted]
        Macy’s
[redacted] 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 concerns on behalf of Department Stores
National Bank. 
We underwent a system conversion in late August 2015 for
Macy's credit card accounts and the credit servicing website accessed through
our macys.com website. Unfortunately,
for a period of time, there were system issues which prevented our customers
from accessing their account online.  I
sincerely apologize for any frustration this may have caused you.  However, at this time you should be able to manage
your account through our website. 
My review confirmed that your account is enrolled to receive
both mailed paper statements and email notification of your monthly billing
statements.  We have no record of either
the mailed or email statements being returned as undeliverable, which indicates
you are receiving them.  The late fees
that had been applied to your account, as noted in your complaint, were validly
charged.  However, as a courtesy to you
and gesture of our goodwill, on November 9, 2015, our credit department
adjusted late fees totaling $101.00 from your account.  As of the date of this letter your account is
current with a balance of $239.64. 
[redacted], thank you for bringing these concerns to our
attention and allowing me the opportunity to respond. If you should have any additional questions, feel
free to contact me at the telephone number noted below.
Sincerely,
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

May 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   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 on behalf of Department Stores National Bank (DSNB).  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   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. 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 referenced above, the $2.00 interest charge that appeared on the billing statement for the period ending May 12, 2017, included interest for the funds loaned to you between the last bill date of April 11, 2017, and the date (April 19, 2017) that your $33.85 payment was applied to your account.  As a courtesy to you, the $2.00 interest charge was removed on May 17, 2017.    I apologize for any confusion that may have occurred with the email confirmation you received regarding the closing of your account.  As of April 19, 2017, per your request, your account was closed and currently has a zero ($0.00) balance.   [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, Monique M. 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. 
After my late father and I being black card holders since 2008, I expected Macy’s to at least provide a gift card after this awful, and embarrassing experience. The corporate office simply stated they would ensure they would speak with the employees about this specific matter. This will be handled as a simple slap on the wrist and they will continue to deliver poor customer service. I cancelled our Macy’s account and will never shop at Macy’s or Bloomingdales ever again. I live in [redacted], there are plenty of stores to choose from. This is the company’s loss, not mine. 
Regards,
[redacted]

June 14, 2017 [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] - closed Dear [redacted]: I am in receipt of your complaint filed with the Better...

Business Bureau, which was forwarded to Macy's Executive Office.  As a representative of 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 while attempting to resolve this matter.  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. My review of your account found that we had issued a $308.63 Credit Balance Refund check on December 9, 2015.  On January 6, 2016, you called and reported that you had not received the check.  As a result, we conducted an investigation and concluded that the check had been lost in transit.  We stopped payment on the check that was issued and a referral request was submitted to issue a replacement check.  Please note that the stop payment process can take approximately twenty-one business days to complete before a replacement check can be issued.  I apologize if this was not explained to you during your January 6, 2016, conversation with our representative.  On January 25, 2016, you called and requested that the funds be transferred directly to your bank account.  On February 5, 2016, the stop payment process was completed and on February 8, 2016, the funds were electronically transferred to your bank account. Our records indicate that on February 10, 2016, you contacted us by telephone and requested your account be closed.  A confirmation letter to confirm your account was closed was sent on February 11, 2016.  In reviewing the actions taken on that day, the associate you spoke with did not close the account as you had requested.  Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ needs are addressed and resolved efficiently.  It appears we have fallen short of this goal and I apologize that your request was not executed.  However, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality.  Please know that we have made management aware of this oversight so that it can be addressed and avoided in the future.  Because the account was still open, on June 4, 2017, a change in terms notice was sent, a zero balance statement was generated for the account, and a “your statement is ready for viewing” notice was sent on June 5, 2017.  When you called on June 7, 2017, the account was closed with a zero ($0.00) balance.  In addition, I confirmed that your account was reporting as current to the credit reporting agencies from February 2016 until June 2017 and no derogatory information was sent.  Now that your account has been closed, we will report your closed account status to the credit reporting agencies moving forward. [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] cc:  [redacted], Revdex.com

Hi [redacted], I am in receipt of your Revdex.com complaint ID: [redacted], concerning the WorryNoMore extended protection Great Give Back Feature. The consumer is located in [redacted]. Due to the time difference I am trying to reach him via email address on the complaint. We have offered to...

refund the cost of the WorryNoMore extended protection plan in the form of a Merchandise Only Certificate or a check. I have not received a response from the consumer. We will continue to reach out to resolve this matter. Thanks, Macy's Executive Office

[redacted]   [redacted]
*
January 27, 2016
[redacted]
Re: Revdex.com ID
[redacted]
      Macy's account ending [redacted]
Dear
[redacted]...

[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. 
Thank you for the courtesy you extended to me during our telephone
conversation on January 20, 2016.  This
letter will confirm our discussion.
I am
sorry that your payment of $2,798.47 was not applied to your account when received,
and that you had to send proof of payment to our Billing Adjustments
Department.  The most common reason a
payment does not post to an account is lack of information on money orders,
often times partial account numbers are present and they cannot locate the
account to match the payment to.  Upon
reviewing the information you provided, your payment was applied; and will
appear on your January 2016, billing statement. 
The account has also been credited interest charges totaling $172.41,
$150.00 as gestures of goodwill from previous managers and the monthly payments
that auto drafted from your banking institution; your account currently has a
credit balance of $408.97.  As discussed,
I have requested that the credit balance be credited electronically to your
banking institution which brings the account balance to zero ($0.00).
Your
continued loyalty is important to us, as well as appreciated, and I am sorry
this matter wasn't resolved sooner. 
Regrettably, as requested I have closed your account.  If I may be of further assistance please feel
free to contact me at the telephone number listed below.
Sincerely,
Cathy D.
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.  
The evidence I had to provide to my credit card company from the wrongful charges Macy's continued to charge me are what got me my money back. My credit card company issued me a refund based on that evidence, Macy's did not issue the refund and did wrong by me in many ways and did not respond to me in a timely fashion. 
Regards,
[redacted]

I am contacting you as your name is on the file information for my complaint.  There have been new developments and I wish to update and amend my claim. I was contacted on 7/10/2017 by Angela .L. in Macy’s executive office.  I called her back three times during the week and...

never received a return call.  On Friday, 7/14/2017, I received both email and automated phone communication that I would be receiving a delivery on Sunday, June 16, 2017.  I was told delivery would be from 12:30-2:30pm.  I also emailed Macy’s customer service to confirm that a Sunday delivery was scheduled.  I received email confirmation on this. I was at my home all day and NO delivery came.  NO phone call was made to my home letting me know anyone was late, that there was any problem, rather I received a phone call at 2:15pm for an automated survey on my delivery experience.  Again, there was NO DELIVERY MADE.  I stayed home specifically on a Sunday in the summer to receive my delivery. I reached out to Macy’s Furniture and delivery customer service and explained that no delivery was made and for the thousandth time asked where is my order.  I received an email this morning that they are contacting the warehouse and I will be notified in 7-10 business days.  I am sorry, I have waited long enough. I now wish to have a brand new sectional couch delivered within one week, or I wish to have a refund of my original order in the amount of $3,860.54 sent to me.  I have sent letters to the Macy’s corporate offices detailing the time line and asked for the same as above. You can reach me by this email address. Thank you for your assistance,[redacted]

[redacted]   [redacted]         June 6, 2016     [redacted]   Re:  Revdex.com Complaint [redacted]         Macy’s account ending in [redacted]...

  On behalf of Department Stores National Bank:    Contact Date(s) With Customer:  June 2, 2016   Complaint Summary:  [redacted] started receiving phone calls from Macy’s regarding a missing payment.  He usually receives his statements by mail; however, he did not receive his most recent statements and proceeded to make a payment by phone.  [redacted] advised that he is in the process of purchasing a home and is requesting for the delinquency to be removed from his credit report.   Resolution:  I contacted [redacted] and advised the delinquency was removed on May 23, 2016, by our credit customer service team and to allow thirty (30) days for the credit reporting agencies to update their records.  He proceeded to inform me that his credit report had already been updated.  [redacted] also questioned the credit limit decrease, to which I was advised we do not automatically reinstate the limit after it has been decreased due to late payments.  I stated we could research into the issue to see if we may restore the limit; however, [redacted] advised his issue was taken care of and there was no need to worry about reestablishing the limit.  This resolved his concerns.     Stephanie C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com