Macy's

My monies were refunded in lieu of item replacement. Thank you

12/5/2016Dear [redacted],We have received a reply from Macy's Michael M.  We have received a reply from Macy's Michael M. stating our check will be delivery tomorrow via [redacted]. (On the telephone 11/29/2016, he stated that we would have all our money by the weekend). We will accept this under the following conditions: This check must complete a full refund of the furniture as he stated and deliver by 12/6/2016.Also, we are requesting that he increase the amount of Merchandise Only Certificate to $300.00.  We paid taxes only for the merchandise. The Merchandise  Only Certificate must be received by Friday, 12/9/2016. 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.   As previously stated, these inquiries are inclusive of other dates that begin in June of 2016. When contacted by Macy's, it was not at a time that we agreed upon. I never heard anything further and anticipated another call. Please call me at your earliest convenience to discuss this.  
Regards,
[redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  After numerous attempts by phone and e-mail, we have not had any contact with [redacted].  We have reviewed the complaint, and we would need to gather additional information before resolving the issue.  Due to...

lack of response, we are considering the matter closed, but I have let [redacted] know that we remain available and will be happy to assist once we hear from her.  Thank you. Sincerely,Julie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office:  ###-###-#### Fax: ###-###-####

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 Macy's Credit Card bill via US mail on Thursday, Jan. 28th, in the amount of $30.00.  This issue will not be resolved until I receive a bill via US Mail in the amount of $0 clearing my account.  Thank you.
Regards,
[redacted]

[redacted]   [redacted]
February 3, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint [redacted]
       Macy’s account ending in...

[redacted]
Dear
Ms. Taggart: 
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 had
hoped to discuss this matter with you personally; however, I was unable to
reach you. Please accept my sincere
apology for any inconvenience this may have caused you.
Macy’s offers a new account discount
to individuals who apply for and are approved for a new Macy’s account.  Upon review, I found that you opened your
account on August 14, 2015, and made a furniture purchase the same day of
$1,389.93.  Unfortunately a new account
discount was not applied; therefore, I have credited the $100.00 discount on
your account. As of the date of this
letter, your account has a $100.00 credit balance.  You may apply this credit balance towards
future purchases, or call the number listed on the back of your card and
request a credit balance refund check.
Thank
you again for bringing this matter to our attention and giving me the
opportunity to reply.  Your business is
important to us, as well as appreciated. 
Do not hesitate to call me at the telephone number listed below if I may
be of further assistance. 
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

February 23, 2016 
[redacted] 
[redacted]
[redacted]
Re:  [redacted] – Case
#[redacted]
        Revdex.com complaint...

ID
[redacted]
        Macy’s [redacted] account ending
in [redacted] 
        Macy’s store account ending in
[redacted] 
Dear [redacted]: 
We are in receipt of your
complaints filed with the [redacted] and the RevDex.com.  They were 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.  Please accept my apology for any concern this
situation regarding your accounts may have caused and for the lack of response
to your initial letter.  By way of
explanation, Department Stores National Bank is the issuer of credit cards for
Macy’s, including the Macy’s [redacted] card.  This has been true for more than ten years. 
My research confirmed that your
Macy’s [redacted] account expired due to inactivity and was closed on
June 23, 2015.  Moreover, a replacement
card for your Macy’s store account was not sent at that time because it has not
been used since December 2011, and was also considered “inactive.”  I regret any misinformation you may have been
given previously.  Unfortunately, because
of that status, we are unable to send you a Macy’s card.  If you wish to have a Macy’s account in the
future, a new application for would be required. If your application is approved, you would be
eligible for the new account discount of 20% on your purchases, up to a maximum
of $100.00, for the first two days the account is open.  
While we would like to
respond positively to every customer request, at times it is not feasible.  We are required to adhere to specific
regulations so that our customers nationwide receive fair and consistent
treatment.  If you have any additional
questions, feel free to contact me at the telephone number listed below. 
Sincerely,
Michael J.  
Macy’s Executive Office 
###-###-#### Extension [redacted] 
cc:  [redacted]
       [redacted], Revdex.com     
[redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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]

Dear [redacted]k, 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 you received while requesting a price adjustment for your order # [redacted]. Upon your request we have rerouted the order back to us and replaced it with a new order # [redacted]. Once we receive order # [redacted] credit will be issued back to you. 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: ###-###-####

[redacted]   [redacted] September 20, 2016  [redacted] Re: Macy's Account ending in [redacted]    Complaint #[redacted] Dear [redacted]:   I am in receipt of your response to our...

letter regarding the complaint you filed with the Revdex.com concerning your above referenced Macy's account.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB). As of the date of this letter, the below information is currently reporting for the Macy's account listed above. Open Date:                  November 3, 2008Last Purchase Date:     July 3, 2009Last Payment Date:      September 10, 2010Charge-Off Date:                     April 28, 2011Balance:                                   $325.81 We understand you are attempting to improve your credit report by requesting that we modify the payment history associated with the above-referenced Macy's account.  It is not the Bank's policy to remove any delinquency from your credit report, unless it occurred as a result of a bank or billing error.  We have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies.  After researching the delinquency on your account, we found that the information we are reporting is correct.   The monthly billing statements were delivered to the address on the account which was [redacted].  As stated in our DSNB Credit Card Agreement (enclosed), you agreed to notify us if you move, or if the address we had on file was incorrect.  We have no record of a change of address we had during that time.  As requested, we have enclosed copies of the monthly statements for the billing periods ending September 28, 2010 through May 28, 2011.   Although we are not actively pursuing collection efforts on your account, we are agreeable to accepting a voluntary payment for this account.  You may remit a check payable to Macy's, to my attention at the address above.  Until the full balance of $325.81 is received, the account will continue to appear as an unpaid charge-off on your credit report.   Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Please feel free to contact us at the address below if you have further questions regarding this matter.  Sincerely, Diane M.Macy's Executive Office###-###-#### Extension [redacted] DM/dsEnclosurescc:  [redacted]     The Revdex.com

[redacted]   [redacted]  [redacted]     November 11, 2016   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]   On behalf of Macys:   Contact...

Date:  November 3, 2016   Complaint Summary:  [redacted] states she attempted to return a vase that she received as a gift, which was originally purchased on April 19, 2013.  She did not have a receipt from the original purchase, yet saw online that it is still selling at the full price of $140.00.  The customer was aware of Macy’s return policy of offering the lowest selling price within the last 180 days without a receipt, yet the customer was taken aback when the register only offered her $49.99 for the item.  She states that the associate could not tell her when we had sold this item for 75% off.  The customer called the macys.com customer service department to inquire about this issue.  The customer explained she was aware we are currently selling the item online and in store for the full price of $140.00, and requested to know if the item had recently sold for the amount of $49.99.  The associate could not find that the item had been discounted within the last 60 days, and could not go back as far as 180 days to check the price history.  The customer requested to speak with a supervisor, and the call was disconnected after a ten minute hold.  The customer called back, and waited another twenty minutes for a supervisor, and once again the call was disconnected.  The customer was happy to accept a lower amount than the full selling price, yet was upset that no one could substantiate the $49.99 price offered at the store.     Resolution:   On October 24, 2016, I called the downtown Portland Macy’s Store Manager Kim L., and explained the situation.  I also sent an e-mail to her with all the details of the [redacted] Vase the customer attempted to return.  Ms. L. advised she would research the price history, and reply in an e-mail regarding the return price she would honor for the customer.  She stated that if the vase is in its original box and it is in resalable condition (with the UPC) we would be happy to take it back at the current regular price of $140.00.  On November 3, 2016, I contacted the customer to inform her that Ms. L. is willing to honor the full selling price as long as it is in resalable condition, and the customer confirmed the item had never even been taken out of the box.  The customer advised she is considering coming to Macy’s on Saturday November 5, 2016, to process her return, so I sent a follow up e-mail to Ms. L. to notify her team to be prepared for this return.  This resolves the customer’s concerns.   Sincerely,     Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

February 8, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]   On behalf of Macy’s   Contact Date with Cus[redacted]er:  February 2, 2017   Complaint Summary: [redacted]...

[redacted] requests that Macy’s allow her fiancé to return a wedding ring he purchased. It was sent out to be sized for her, but appears the sizing was not completed. Now they do not want the ring because of the poor service experience.   Resolution:  I called [redacted] and apologized for this issue and the service she received. I informed her that, unfortunately, I could only speak with her fiancé about this matter, as it pertains to a purchase made on his individual Macy’s account.     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]   March 13, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Return policy   Dear [redacted]...

[redacted]:   It was a pleasure to speak with you on March 8, 2017, and thank you for the courtesy you extended to me regarding your complaint, which was 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.    To clarify, our return policy states that we will accept merchandise for return within 1 year of purchase, and that the merchandise must be in saleable condition (other than manufacturer’s defect). It also notes that “Saleable” means we feel comfortable putting the item back on the floor to sell to another customer unless the return is due to a defect.   As stated, I contacted our Macy’s [redacted] store where you purchased your dress, and the Assistant Manager reviewed this matter and assured me that there is nothing in their store policy that states, if the customer received an additional 10% off for a damaged item, it is a “Final Sale”.  Also, he indicated that they usually do not sell damaged merchandise; however, if a customer wants it, they will give an additional 10% off as a courtesy, such as in the case with your dress.   Our [redacted] Store Manager also confirmed your receipt does not indicate “Final Sale”.  He also apologizes for any miscommunication by the store associate.  I can truly understand why you were requesting clarification on our return policy.  However, please know that I am happy to learn that you will be returning the dress at our [redacted] for a full store credit.   [redacted], thank you again for bringing this matter to our attention and giving me the opportunity to respond.  Macy's expects each facet of its operations to meet exceedingly high levels of service.  Your feedback is critical as it assists us in truly understanding our customers' experiences and directs our attention to areas in which we can improve our service quality. If I can be of any further assistance, please do not hesitate to contact me personally.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        [redacted] Store Manager

Please, I have told Macy's three times I do not have a printer to please put a return label in the mail. Today they have sent an electronic label to me. Again, they issue no means of me returning their item so I may get a refund. Your help in thus matter is greatly appreciated.[redacted]

[redacted]   [redacted]
March 17, 2016
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s [redacted]...

[redacted] account ending [redacted]
(closed)
Dear [redacted]: 
I am in receipt of your complaint emailed to Mr. Terry
L., Chairman and CEO of Macy’s Inc., and 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. 
My research shows on June 17, 2015, we sent you a
Notice of Change in Terms and Right to Opt Out (copy enclosed) for your account,
which took effect on July 21, 2015.  You
were advised in that notice that your Credit Card Agreement was changing and we
replaced it with a new one.  This notice
advised you that your Store Account associated with your Macy’s [redacted]
[redacted] account was being closed, but that you may continue to use your
[redacted] card to make purchases at Macy’s and everywhere [redacted]
[redacted] is accepted. 
On January 7, 2016, you stated you made an electronic payment
to your Macy’s store account on December 17, 2015, for the balance in full of
$148.05.  You requested that payment be
transferred to the Macy’s [redacted] account, however, the payment could
not be located, and the associate advised you to send us proof of payment.  At that same time, a total of $66.48 in late fees
and interest was credited to your account. 
Unfortunately, an error occurred and the account was not noted as
disputing the balance.  Once an account
is past due for any reason, a hold preventing new charges is put on the account
until at least the past due payment amount is made.  I am sorry if this information was not
explained when you spoke to both the store associate and a supervisor.
On January 11, 2016, we noted receipt of your fax
information with an estimated completion date of January 26, 2016, and on
January 14, 2016, when you contacted us by phone; you were advised of that
information.  We sincerely regret if this
was not communicated to you correctly at that time.  On January 22, 2016, review of your fax
information showed the required electronic transmittal information required to
locate your payment was not included in your information and a letter
requesting you contact us was sent on that same date.  On January 23, 2016, you contacted us by phone
and indicated no additional information would be provided. 
As I explained in my emails to you dated February 10,
and February 16, 2016, the electronic transmittal information is required to
confirm your bank sent a payment to us. 
Your response indicated no further information would be provided.  Also, per your email request dated February 16,
2016, your account was closed.
In addition, on February 19, 2016, you called and
spoke to an associate who again advised we needed the transmittal
information.  You advised no further
information would be sent.  As of the
date of this letter, your account shows a credit balance of $9.48 and I have
requested a refund check for that amount to be sent to your mailing address on
file . Please allow 7 to 10 business days to receive the check.
[redacted], we are sorry for disappointing you in
this matter.  Once the requested
information is received, I would be happy to assist you in resolving this
issue. 
Sincerely,
Rhea B.Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed March 17, 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.  
Regards,
[redacted]  This is the third message re the Macy's complaint.  I have answered it twice.[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. 
From a technical perspective  Macy's did not provide substantive validation  the February 2015  was successfully delivered or opened. Therefore my position and request Macy's correct the mischaracterization of  their 60 day past due reporting remains the same.  Macy's fails to recognize that just because they send an email it should be assumed that the intended recipient received it. That is not a reasonable expectation given they cannot provide technical evidence validating their assertion 100% of the time. Their belief that their exchange server is not capable of error and thereby subjecting customers to unreasonable financial punishment is not acceptable. I request Macy's escalate this matter to their legal team as My next inclination is to submit this matter for government regulatory compliance review.
Regards,
[redacted]

June 14, 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]. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the...

complaint. We have agreed to give a discount on another piece of luggage that we have in stock. However, the customer has not made another selection. I am closing out the issue, but the Executive office remains available at the telephone number listed below. Thank you. Sincerely,   Melissa U.Macy's Executive Office###-###-#### cc: [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 have filed a complaint against Macy's and it would not let me comment after I added the pictures to the reject complaint, I told him that at least that would pay for the day and a half I had to take off work, and for the [redacted] bill for having to bring me gas when I was out on the side of the road because I did not know that $1300 would all be maxed out of my card. I had to get a payday loan and then another payday loan to pay for the other one. It was so tough that this happened right around christmas. I have the check for $600 unopened in the envelope, it does not pay for the expenses inflicted, Macy's fraudulently charged my card and took all my money, I have stressed out so much over this that I am so sick of dealing with it! I did NOT accept $600! That won't even pay the payday loan of! 
Regards,
[redacted]

September 29, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]; replacement account number ending in [redacted]   Dear [redacted]:   We are in receipt of...

your complaint filed with the Revdex.com and forwarded to Macy’s Executive Offices, where as a liaison, I was asked to respond on behalf of Department Stores National Bank. Please accept my apology for any inconvenience this situation may have caused. While I would have liked to speak with you personally about your inquiry, my attempts to reach you were unsuccessful.   My research found that on September 22, 2017, you completed the additional verification steps with Macy’s credit area. This process was required to confirm that it was you, our actual accountholder, who was requesting a new card. Your replacement card, which has a new account number, has been sent. In addition, the hold on your account was removed and it is now available for your use, with a zero ($0.00) balance and a credit limit of $1,500.00.   The security measures were taken as a precaution to confirm your identity and are followed in accordance with our security policies, which are designed to protect you and your account from unauthorized use. While we are constantly working to improve our systems and policies, please be aware that you may encounter these circumstances again in the future, as each instance is considered individually.   [redacted], thank you for allowing me to respond to your complaint. Feel free to contact me at the telephone number listed below if I may be of assistance on another matter.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com