Macy's

Dear [redacted]:I contacted [redacted] to verify that she received the Macy's gift card to resolve her complaint to your office.  [redacted] indicated that she received the gift card and considers the complaint resolved.Based on the above Macy's considers the complaint resolved and closed at this time.Should you have any further questions please do not hesitate to contact me at ###-###-####.Thank You,Teresa M.Macy's Executive Office

[redacted]   [redacted] March 7, 2017 [redacted] Re: Revdex.com, Complaint ID [redacted]       Macy’s account ending in [redacted] Dear [redacted]:   I am in receipt of your additional comments filed with the Revdex.com which were forwarded to Macy’s Executive Office.  As I am familiar with this matter, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I appreciate your patience in allowing us the opportunity to research this matter further and thank you for taking the time to speak with me about this on Friday, March 3, 2017. As we discussed, in reviewing your account details we found a systematic error occurred after our previous adjustments were completed.  A dedicated team is currently working to resolve your account; however, additional time is needed.  I will personally continue to monitor your account and will advise you once we are able to resolve your issues.   [redacted], I apologize for the amount of time you have invested in this matter and for any frustration this may have caused you.  Please accept the enclosed $100.00 in Macy’s Money Certificates as a gesture of goodwill for this unfortunate situation.  Should you have any questions, please feel welcome to contact me directly at the telephone number or email listed below. Sincerely,      Stephen C.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures mailed March 7, 2017 cc:  [redacted], Revdex.com

December 8, 2017  [redacted]  [redacted] Re: Revdex.com Complaint ID #[redacted]       Refund Inquiry Dear [redacted]: I am in receipt of the complaint you filed with the Better Business...

Bureau, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.  Please accept my apology for the service you described receiving, and for any errors that may have happened with your return.   I would welcome the opportunity to better address your concerns; however, there are additional details that need to be discussed.  I attempted to call you at the phone number listed on your inquiry on December 6, and December 8, 2017, but my attempts to reach you were not successful.  Please respond to the Revdex.com with the information below, or contact me at the telephone number at the bottom of this letter to resolve this matter. Requested Information: Store location where all returns and purchases were processedReceipt from original purchase of hoodie and headphonesReceipt from return of hoodie and headphones [redacted], once this information is provided I will be happy to further investigate your concerns regarding the incorrect return amounts, as well attempt to locate the receipt for the bag purchase.  Thank you for bringing these matters to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,  Kristi C.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

March 31, 2017     [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 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.  Please accept my apology for any inconvenience that may have been caused due to the Thanks for Sharing (TFS) charge on your Macy’s account.   Please be assured that Macy’s does not participate in unethical or deceptive business practices of any kind.  While researching your concern, I found there were two purchases in September 2016, one purchase in the amount of $32.41, and the other in the amount of $25.00.  The $25.00 TFS charge was processed immediately after your purchase of $32.41 for girls clothing.  In review of these receipts, I see that you provided your signature on both purchases.  Therefore our findings are that both of these charges were authorized by you as the account holder.    Your payment in the amount of $32.41 for the first charge was received and applied to your account on October 6, 2016.  After this payment was received, your account balance was $27.00, which consisted of the TFS charge, as well as a $2.00 interest fee.  Your electronic billing statements for October 9, 2016, through March 9, 2017, were forwarded to the email address, [redacted], the email address you placed on file for statement delivery.  Due to the delinquency on your account, we reactivated paper bills to be sent in addition to your electronic bills on February 7, 2017.   Per the terms of your cardholder agreement, when a minimum payment is not received by the due date, a late fee is automatically assessed to your account.  Each month that carries a revolving balance will be subject to interest charges as well.  Although you requested to cancel your TFS enrollment on October 11, 2016, the process of cancellation can take 1-2 billing cycles for the credit to apply to your account.  Our records indicate this was explained to you on November 3, 2016, prior to your bill closing date of November 8, 2016, for which a payment was not received.  Your TFS enrollment fee was credited back to your account on November 9, 2016.  After this charge was credited, your next billing statement closed with a balance of $66.00 as listed on your December 9, 2016, billing statement.  Between the dates of October 5, 2016, and March 5, 2017, you were charged $213.29 in late fees and interest, in accordance with the terms of your cardholder agreement.      As a courtesy, I have removed $184.29 in late fees and interest charges from your account.  Unfortunately, due to lack of payment for several months, your account was closed on March 9, 2017.  As of the date of this letter, your account balance is zero ($0.00).  You will not receive any additional billing statements for this account; however, I have requested that copies of the above referenced statements be mailed to the address listed on your complaint.      I understand that you are requesting compensation for the lost time in dealing with this issue; however, I must respectfully decline your request as Macy’s does not compensate for matters such as this.      I appreciate you bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### 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]

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]

July 06, 2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Re: Revdex.com Compliant ID: [redacted] Dear [redacted]:  I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to his...

satisfaction. Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

October 23, 2017   [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 Better Business Buerau, 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 frustration this matter may have caused you.  We strive to sell high-quality goods at a competitive price point all while providing a friction-free and enjoyable experience for our customers.  It is truly unfortunate to learn of the difficulty you experienced with our Customer Service Department, but I appreciate you allowing us a second chance to review this matter.    On July 29, 2017, a technician went to your home to inspect the reported gap in your sectional. His review concluded that your furniture was working within the manufacturer’s specifications.  On July 31, 2017, you called our Customer Service Department to dispute the technician’s findings.  Our Customer Service Department reviewed the observations and photographs taken by the inspector and determined his assessment was appropriate. The furniture met the manufacturer’s standards; therefore, any returns of that merchandise would be considered due to preference, meaning delivery and usage fees would apply.    I regret that you did not receive a reply to a dispute you faxed in early September.  Unfortunately we do not have any record of your correspondence until September 26, 2017, when our Disputes Department received your dispute and sent you a letter of acknowledgment. After finding that the return was due to preference and the delivery and usage fees were valid, our Disputes Department concluded their investigation and determined the charges to be valid. A letter confirming this decision was mailed to you on September 27, 2017.  During the time a dispute is being investigated, you are not required to pay the amount disputed until we have determined the outcome. In this case, the dispute turnaround time was only one day.  As a courtesy to you, the late fees charged to your account were refunded to you.  You were not reported as late to the credit reporting agencies.   In the interest of customer service, although properly charged in accordance with your purchase agreement, we have decided to refund the remaining delivery and usage fees (a total refund of $411.07) charged to your Macy’s account.    While we do not believe that a defect was present in your sectional, we certainly see the areas of opportunity for better communication from our Customer Service Department.  I regret that there was no significant effort on their part to follow up with you as they had promised. You can be assured that your experience is not typical of what we strive to provide, and I have personally discussed this matter with the involved representative’s management team to ensure this is addressed.    Per your request, we have closed your Macy’s account.  Prior to closing the account, you had a credit balance of $27.00 from your October 9, 2017 payment of the same amount.  I have requested a Credit Balance Refund Check to be sent to your address on [redacted] and you should expect this to arrive within 7 – 10 days via the United States Postal Service.   Thank you for allowing me the opportunity to respond to your concerns. If I may be of additional assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely,  Stephen C[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy’s Customer Service Managers

Dear [redacted], We are in receipt of Revdex.com complaint number [redacted]. I have reached out to the customer with no response. I have requested images of the gift cards to investigate and hopefully resolve. With no response I will be unable to resolve the matter as I need the gift cards emailed to me...

for verification. If a response is received I will follow-up. Based on this information we are considering this matter closed. Thank you.  Theresa S.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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]   [redacted]   March 7, 2017   [redacted]   Re:  Revdex.com, Complaint ID [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.   I am sorry to learn you were dissatisfied with the gift wrapping on your [redacted] two-piece “[redacted]” Eau de Parfum Valentine’s Day Gift Set.  We strive to provide services that fit our customer’s needs, especially during holidays as we know that our customers have busy lives and many loved ones they are likely giving gifts to.  It is unfortunate to hear that the wrapping did not meet your expectations, and I have forwarded your comments to the Store Manager of Macy’s [redacted] for further review.   The gift wrapping for your item was a free service that Macy’s offers as a convenience to our customers; you were not charged extra for your item to be wrapped, therefore, we are unable to provide a refund for the $130.00 item.  If you are no longer interested in this item, and the item meets our return policy guidelines (as listed on the reverse side of your sales receipt) you are welcome to return the item for a refund.   Although this may not be the resolution you were seeking, we do appreciate your comments and will use this feedback to improve the services that we offer.  If I may be of further assistance in another matter, please feel free to contact me at the telephone number listed below.   Sincerely,  Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Vice President Store Manager, Macy’s [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.  Thank you so so much for all our help! I was feeling very hopeless in this matter and I am so thankful that it is going to be resolved soon. 
Thank you,
[redacted]

Hello,I called your office 3 different days last week and was told all 3 times that you were not in. I left messages but did not hear back from you until Saturday. I will call you again now.

November 1, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s accounts ending in [redacted] ([redacted]), and [redacted] ([redacted])   Dear [redacted]:   We are in receipt of the follow-up to your complaint filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Office. Since I am familiar with this situation, I was asked to respond to your additional concerns on behalf of Department Stores National Bank.   As you requested, enclosed for your review is a copy of the Department Stores National Bank Credit Card Agreement for your Macy’s credit account in effect in 2015. Your use of the accounts constitutes acceptance of the credit terms. The current account terms are also available online at macys.com.   Thank you again for contacting Macy’s.   Sincerely,       Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 1, 2017   cc: [redacted], Revdex.com

[redacted]   [redacted]
December 24, 2015
[redacted]
[redacted]
[redacted]
Re: Better Business Complaint ID #[redacted]
        Macy's account number ending...

[redacted]
Dear
[redacted]: 
I am
in receipt of your letter addressed to the Revdex.com, 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.  Thank
you for the courtesy that you extended to Lisa K, on December 21, 2015.  Please accept this letter as confirmation of
that discussion.
Applying the billing policy to your
Macy’s account ending in [redacted], the $2.00 interest charge that appeared on the
billing statement for the period ending August 3, 2015, included interest for
the funds loaned to you between the last bill date of July 3, 2015, and the
date (July 7, 2015) that your $290.23 payment was applied to your account.  Since no payment was received, subsequent
interest charges were applied on the new balance monthly.  As a courtesy to you, $14.00 in interest
charges were removed on November 7, 2015. 
A final statement reflecting a zero ($0.00) balance was sent in December
2015.  Please note that the account was
closed July 3, 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. 
If I can be of further assistance, please do not hesitate to contact me
at the telephone number listed below, as I would be delighted to speak with you.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-####
Extension [redacted]
cc:        [redacted], Revdex.com

October 28, 2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted] was left numerous voicemails in regard to the compliant ID [redacted]. I've advised the consumer the merchandise credit was issued and mailed to her home. All concerns around the customer refund have been address. Macy's considers this matter closed and resolved. If [redacted] wishes to continue, Macy's would assist in address any additional concerns. Sincerely,  Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

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. Jan was awesome to speak with; it was a mere matter of minutes to resolve the issue. I just wish I did not have to go to these lengths to resolve. Their credit card services customer service line needs a MAJOR overhaul! 
Regards,
[redacted]

June 23, 2015
 
 
[redacted]
 
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account ending in [redacted]
 
Dear...

[redacted]:
 
I
am in receipt of your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
We sincerely regret any frustration you may have experienced regarding
the billing on your Macy’s store account referenced above. 
 
We
also regret any confusion or miscommunication that may have occurred during the
application process for the account on March 18, 2015.  During the application process, on the
signature pad, the customer is required to confirm that the application
information has been entered correctly by the associate.  The screen states:  “Is this correct?,”  and the customer has the option of reviewing
the information provided (e.g. name, address, birthdate), and then selecting  “Yes” or  “No”  to
verify that the application information is accurate for the account.  Our records indicate that you selected “Yes” in
confirming that the address of [redacted]
was your correct address.  As a result,
this is where we mailed your card and billing statement.  Unfortunately, your   billing statements and the card were
undeliverable by the United States Post Office. 
Your address was updated to the address noted above when you spoke with a
Macy’s Credit Customer Service representative on June 16, 2015.  Copies of the March, April, and May billing
statements are enclosed for your review.
 
Since
no payment was received for the payment due dates of April 18, 2015, and May
18, 2015, the account was reported to the credit bureaus as a thirty (30) days
late status.  However, due to your
assertion that it was the store associate who made the error with your address
when the account application was processed (that resulted in the account’s return
mail status), we have processed a request to the bureaus to correct the
derogatory information as referenced above. 
It will take the credit reporting agencies approximately seven to ten
days to update their records and in the interim this letter may serve as a
confirmation of this request.
 
While
no late charges were applied to the account due to this situation, interest
charges totaling $4.96 were assessed during April and May 2015.  I have reversed these fees as a courtesy to
you and you will see them credited on your next billing statement.  We received your $75.00 payment on June 16,
2015, and the account balance as of the date of this letter is $60.41.  Your account, as of the date of this letter,
reflects a current status.
 
 [redacted], thank you for bringing this matter to our attention and giving us the
opportunity to respond.  I am very sorry
that you feel our Customer Service representatives did not provide you with a
level of service you expected from Macy’s and I hope this situation has not
jeopardized our future business relationship. 
If you should have any further questions or concerns, please do not
hesitate to call me at the telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy’s Executive Office
###-###-####  Extension [redacted]
 
Enclosures/ mailed June 23, 2015
 
cc:  [redacted], Revdex.com   The Macy's card is issued by
Department Stores National Bank.

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]
At this time, I reject the offer only because the refund has not yet been posted to my account. Due to my experience with Macy's trying to get the refund for the returned item for many months, I received numerous messages from them saying that the refund was in process but it NEVER happened. When I SEE the refund on my account, I will accept the offer.  Also, regardless of the response from Macy's rep, there were NOT numbers attempts to contact me, there was ONE!

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].The customer is now added to our DO NOT CALL list. We have also apologized for the inconvenience this issue has caused.Based on the above, we consider this issue resolved. Michele S.Omnichannel Presidential...

CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office