Macy's

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]t

[redacted]February 3, 2017[redacted]Re: Revdex.com, Complaint ID [redacted] Bloomingdale’s [redacted] account ending in [redacted]Dear [redacted]: I am in receipt of your complaint filed with the Better Business...

Bureau, which was forwarded to Bloomingdale’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.In reviewing your account history, I found the [redacted] coat you mention purchasing. Our records indicate that you purchased this coat on November 5, 2016, and you earned 33,140 points on this coat, or about $150.00 in rewards with a remainder of 3,140 points. I found that you redeemed the $150.00 in rewards prior to returning the item on December 26, 2016. In addition, a reward card of $150.00 was issued to you on December 15, 2016; however, when you decided to return the [redacted] Coat on December 26, 2016 (originally purchased in November), the value of your outstanding reward card was reduced, consistent with the terms of the Loyallist Program.Per the terms of the Loyallist Program, if you return merchandise that was used to earn rewards, we will reduce your Loyallist Points Balance. If you do not have enough points in your Loyallist account and you have outstanding Reward Cards with a balance, we will reduce the value of your outstanding Reward Cards. This reduces the likelihood of your Loyallist Point Balance from going into deficit after returns. In other words, you redeemed a special rewards card offer that was provided to you in exchange for your purchase. When you returned that purchase, we reduced the equivalent amount of one of your outstanding rewards cards because your return forfeited the rewards card you had already spent. I regret any disappointment you may have experienced regarding this matter, and that you feel as if this is unfair. Bloomingdale’s does not participate in unethical practices as your complaint suggests; this policy is included in the terms of the program and applies to all clients. I appreciate you allowing us the opportunity to explain this matter further, and I am pleased to see that, as a one-time courtesy to you, when you contacted our Customer Service Department on January 18, 2017, a representative issued you a new rewards card in the amount of $150.00.If I may be of further assistance to you, please contact me at the telephone number listed below. Sincerely, Stephen C.Macy’s Executive Office###-###-#### Extension [redacted]cc[redacted], Revdex.com

July 20, 2017   [redacted]   Re:  Revdex.com Complaint ID [redacted] Dear [redacted]:   I am in receipt of your Revdex.com complaint, which was forwarded to Macy’s Executive Office.  As a liaison in...

this office, I was asked to review and respond to your concern regarding Macy’s return policy and your [redacted] store visit.  We sincerely regret any inconvenience you may have experienced as a result of this matter.   Please accept my sincere apology for the level of customer service you describe receiving in our [redacted] store.  Be assured that the problems you encountered are not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Thank you for the time you took to share this situation with us, as it provides us an opportunity to follow up with the appropriate action.  However, due to privacy and employment laws, we are unable to discuss what action may have been taken.   For clarification, with a receipt, most merchandise purchased in a store can be returned for a full refund within one year of purchase to the original form of payment.  Some restrictions apply and are posted in certain departments.  Without a purchase receipt, a gift card will be issued for the item’s lowest selling price within the last one hundred eighty (180) days.  In both of your examples, we would return the funds to the debit cards used to make the original purchases, or place the funds on a Macy’s gift card.    Please note that most banks have processes in place that link the compromised card for returns only to the new card or account number if at the same bank.  Any return to the original form of payment would show as a credit on the replacement debit card account.    [redacted], should you wish to return to the store to have the refund processed, please request to speak to the store manager for assistance.  While we would like to respond favorably to every customer, that is not always feasible, as we are required to maintain and adhere to specific policies and procedures to ensure our customer's nationwide receive fair and consistent treatment. Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please contact me at the number listed below.    Sincerely,  Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        Manager, [redacted]

[redacted]   [redacted]
February 10, 2016
[redacted]
[redacted]
[redacted]
Re:       RevDex.com complaint ID...

#[redacted]
            Macy’s account ending [redacted]
       
On behalf of Department
Stores National Bank:  
Contact Date(s) With Customer:  February 8, 2016
Complaint Summary:  [redacted] experienced fraud on
her Macy’s account that originated from an order placed on macys.com in
December 2015.  One item was a scarf that
was mailed to her home; the other was a $100.00 gift card.  The customer called and reported the activity
as fraud, but she never received the Statement of Fraud documents or a [redacted]
label to return the scarf.  [redacted]
would like the charges removed and a [redacted] label to return the scarf.
Resolution:  I contacted [redacted] and advised that our
Fraud Department credited the $100.00 gift card.  I credited the account $25.86 for the price
of the scarf.  She does not need to
return the scarf and can do with it as she pleases.  These credits leave her account with a zero
balance.  I called [redacted] and she is
pleased with the adjustments to her account and this resolved her complaint. 
Cathy D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

January 06, 2016[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45069Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. To date, the return credit has been...

applied to her account. In addition, I am sending [redacted] a gift card for $50.00 that she may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]     March 2, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s pricing   Dear [redacted]:    I am in receipt of the additional complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  Since I am familiar with this matter, I was asked to review and respond to your continued concerns.   While I understand your continuing frustration, we already responded to this same issue when you filed your initial Revdex.com complaint on February 12, 2017, and I am sorry that you feel it is not accurate.  As stated, Federal antitrust laws require each retailer to independently set its own prices, and that Macy's will sometimes offer items at a higher starting retail price and then take various discounts off that price during different sales and promotions, such as the case with the [redacted] products.  Also, we are not permitted to agree with other retailers or our suppliers, regarding the prices products are offered for retail.  And, as previously stated, our pricing strategy is not an attempt to deceive our customers.   [redacted], thank you again for the time you took to bring your concerns to our attention and for giving me the opportunity to respond.  If I may be of assistance on different matter, do not hesitate to contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
October 26, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in...

[redacted]
Dear
[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.  I
apologize for any inconvenience you may have experienced.
In
reviewing your account, our payment research team was able to locate your
$1,044.70 payment and posted it to your account.  There was no identifiable account information
on the check you submitted which is why the payment did not post to your
account when we received it.  I removed $111.00
in late fees and $75.87 in interest charges associated to this error on October
19, 2015.  Additionally, we have cleared
our internal record of the delinquency associated with this issue and have requested
the credit reporting agencies update their records and delete any history of
delinquency for the time period of July through October 2015.  Kindly allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
records.  This letter will serve as
confirmation of our request.  As of the
date of this letter, your account has a credit balance of $3.24. 
[redacted]
[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 call me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Re: Complaint ID #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of [redacted] complaint. 
As a representative of [redacted] Executive Office, I was asked to
review and respond to her concerns.  I
have spoken to [redacted] directly to discuss...

her concerns.  Although we are unable to price match her
item, a credit in the amount of $134.99 will post to her [redacted] account
in three to five business days.  Based on
the above, [redacted] considers this matter resolved and closed
satisfactorily.
 
Sincerely,
 
Tonie R.
[redacted] Executive
Office
###-###-#### Extension [redacted]
 
cc: [redacted], Revdex.com of
Cincinnati

[redacted]
January 23, 2017[redacted]Re: Revdex.com ID #[redacted]Dear [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. I intended to discuss this matter with you personally; however, my attempt to reach you was unsuccessful. I was able to leave you a voice mail message on January 23, 2017. I contacted the [redacted] store and spoke with our Jewelry Manager who advised that you picked up your re-sized ring on January 23, 2017. She stated she apologized for the length of time it took to do the second sizing and gave you $100.00 in Macy's Money to use towards a future purchase. I am happy to hear that the engagement ring is in your possession and is sized correctly. Please accept my personal apology for any frustration you may have experienced in trying to resolve this matter. The service you described is not indicative of the quality customer service we strive to provide. 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 customer’s experiences and directs our attention to areas in which we can improve our service quality. The information you provided, as well as my response, have been forwarded to Michael H., (Store Manager, [redacted]) for review.  [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 Michael H., [redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted]. We have spoken to [redacted] and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you Sincerely, Bobbie A.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. This is getting out of hand,  I have emailed you pictures, receipts and bank statements. I have contacted you several times with no response and then to be told you were not in.  It appears you do not wish to resolve this and are playing games.  I've emailed you these items on several occasions as it appears you misplaced what I have sent you.  I will accept a gift card for the amount of the purchase,  if you can not offer a refund.  I also would like some sort of discount if I do place an order for the lack of concern and attention to this issue.  
Regards,
[redacted]

[redacted]   [redacted]
March 30, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint # [redacted]
        Macy’s account ending in...

[redacted]
On behalf of Department
Stores National Bank:  
Contact Date(s) With Customer:  March 8, 2016;
March 11, 2016; March 30, 2016
Complaint Summary:  On February 5, 2016, [redacted]
was contacted by Macy’s and advised there were some orders placed online that
could be fraudulent.  She immediately
called back and was advised none of the shipping information matched her
account information and the agent confirmed the orders were successfully
cancelled.  A few weeks later, [redacted]
received a statement showing she was charged for one of the orders for a total
of $230.60 along with a $27.00 late fee. 
She called back on February 24, 2016, and was informed her claim would
take 2 to 3 billing cycles.  [redacted]
was advised that she would be receiving a Statement of Fraud form to complete
and return.  With this information, she
ended up paying the balance to prevent any negative effect on her credit score
and has since filed a police report.
Resolution:  On March 8, 2016, I contacted [redacted]
requesting her Statement of Fraud form to be faxed to me directly.  Once I received the information, I contacted
our fraud team to review her account.  On
March 11, 2016, I contacted [redacted] to advise I would be out of the office
and will contact her once I receive a response from our fraud team.  I spoke to [redacted] on March 30, 2016,
apologized for the delay, and advised the charge of $230.60 along with the interest
charge of $4.54 have been removed.  The
account has been closed per her request and a credit balance refund check of
$230.60 has been requested and will be received within seven (7) to ten (10)
business days.  I also removed the
internal delinquency, and verified that no delinquencies were reported to the
credit bureaus. This resolved her
concerns.
Stephanie C.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

February 24, 2016
[redacted],
We
are in receipt of complaint ID #[redacted] in regards to the preference fees
charged to the customer for a mattress return. Also, the customer wanted Macy's
to honor no interest for 24 months on her new mattress purchase. We...

contacted
the customer and approved to refund the preference fees for the return of her
mattress. Also, we honored 24 months of no interest promotion to the customer
on her new mattress purchase. At this time, Macy's will consider this matter
closed.
Thank
You,
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. 
Regards,
[redacted]Hello,Thank you for your help with my Revdex.com complaint. I would like to update my case with the following information.  I was contacted by a Macy's employee soon after filing the complaint. She reset my gift card and said if I still had any issues I can email or call her directly OR call Macy's order phone number and give them my bag ID and they would be able to process my order. She was very nice.  I attempted to make an online purchase a few days ago and after entering the gift card, I received the same error as before. I also took photos of the numbers I entered to verify they were the same as the gift card, they were. So Macy's resetting did not work and this could be happening to others. The next day I called the Macy's phone number for orders and the rep was able to enter my gift card from their Macy's computers and use it on their end. There were no issues. I think Macy's should train their gift card phone reps to tell gift card holders to call that number instead of having them prove they are the card owners with many pieces of information that a gift card recipient would most likely not have. Thanks!

Customer called to add information to her complaint.  She said she tried calling customer service several times.  The call goes to a call center out of the country.  They have a difficult time understanding what she is saying. She asked to be transferred to the supervisor and they had...

a hard time understanding.  She asked to speak to an American.  That person had a hard time hearing her.  She asked if he could call her back or if she could call him directly.  He said that was against company policy.

[redacted]   [redacted]
December 22, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s 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. We
appreciate the time you took to contact us about the information listed on your
credit report for the above referenced Macy’s account.  Please accept my sincere apology for any
inconvenience or frustration you may have experienced regarding this
matter. 
I
was disappointed to read about the miscommunication you received from our online
credit representative when you asked us to increase your account’s credit limit
on October 20, 2015.  Under federal law,
with every credit card application or request to increase the credit limit for
an existing account, we must determine the customer's ability to repay
additional credit. This is accomplished
by reviewing the annual income information provided by the customer and the
minimum payments due on all existing loans as they appear on your credit
report.  Because we contact the credit
reporting agencies to obtain your outside credit history, the inquiry appears
on your credit report.  We have followed
this procedure for some time and our policy did not change with the recent
update of our credit services as mentioned in your complaint. 
Upon
review, I confirmed that our online representative did not adequately explain that
we would be accessing your credit report when your account was approved for a
credit limit increase from $4,600.00 to $6,000.00.  Therefore, as a gesture of our goodwill, we
requested that Experian, [redacted] and TransUnion remove this inquiry from your
credit profile.  Kindly allow the credit
reporting agencies thirty (30) days to update their records.  As you may know, credit reports are managed
by the credit reporting agencies, and we have no control over how your credit
score is calculated.  If you believe this
situation has negatively impacted your credit score, you will need to contact
each agency directly.
[redacted],
thank you again for bringing this matter to our attention and giving me the
opportunity to reply.  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.  We appreciate your business and your
continued loyalty.  If I can be of
further assistance, please do not hesitate to contact me at the telephone
number listed below. 
Sincerely,
Ms. Randi P.
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]

I cannot speak to what the other dealership was able to do or not do.  It is possible that the deal at the other dealership is not yet funded and they or the lender might be in contact for additional info.  The consumer has been refunded all money that was paid to the dealer despite the discrepancy in information provided on the credit application.  This complaint should be closed and it should be made clear that the dealership made every effort to complete the loan and when we could not we refunded all money to the consumer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is what I expected it would be. In my opinion, if a business provides you with an electronic method of contacting them and you choose that option, they should respond back.  Sometimes customers don't have the luxury of sitting on the telephone for 30 plus minutes and sometimes they would like an answer in writing. I also feel if there are exceptions to their "easy return" policy, those exceptions should be listed on the invoice that states I can return my purchase to any associate.  This "exception" occurred twice in one month...once with shoes (where the lines are long) and once with a $30 ring. If I make anymore purchases from Macy's online and have to return something I guess I'll just return by mail. Seems they would want you to return in store, saves them the postage and also provides the possibility the customer would purchase a replacement item. That you for eliciting a response. 
Regards,
[redacted]

January 21, 2016
Dear [redacted]Cincinnati Revdex.com1 E Fourth St.Cincinnati, OH 45202
Revdex.com Complaint # [redacted]
Dear
[redacted]
We
are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced
customer and have resolved all matters as expressed in the...

complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Jan B.
Macy's Executive Office
###-###-#### Extension [redacted]