Macy's

Correction to complaint:  I mistakenly referred to my March payment as my Feb payment a few times.  I guess this is because the confusion started in January, and something happened with the January payment that affected the February payment, and the February payment affected my March...

payment. Thank you

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 still do not have online access to my account. Issuing me a credit balance does not resolve the issue. Should I decide to use my card in the future I need my statement delivered via E-mail and I need to be able to pay online as I always have.  
Regards,
[redacted]

[redacted]   [redacted]
*
January 20, 2016
[redacted]
Re:  Revdex.com ID [redacted]
       Macy’s account ending in...

[redacted]
       Plenti account ending in 9686
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.  I had hoped to discuss this matter with you
personally, but unfortunately, I was unable to reach you by phone.
Upon
review, I found your Plenti rewards program in our database; however, your
rewards were not linked to your Macy’s account, therefore I have linked your
account noted above to your Plenti rewards program.  In addition, I have added 1,500 Plenti points
for your purchases in October 2015. 
Going forward, when using your Macy’s account, your points will be
automatically calculated to your rewards program.  When using your Plenti rewards program with
other forms of tender, you will be required to enter the phone number linked to
your Plenti rewards to receive your points.
[redacted], thank you again for bringing this matter 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,
Stephanie P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

February 8, 2018  RE: [redacted] We will not be accommodating this customer further. We have sent a $60 gift card for the inconvenience of cancellation of her order to replace order once back in stock. The gift card has been spent and we will not be sending anything further to her as accommodation. If she would like to order this item again, as previously stated, I would be more than happy to honor the sale price she received when originally ordered. She does have my contact information to place the order. We consider this matter to be closed, thank you. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
March 28, 2016
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID [redacted]
        Macy's [redacted]...

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. 
Macy's upgraded its online credit servicing site featuring enhanced
security and new capabilities in late August 2015.  Unfortunately, the implementation of this
upgrade may have caused challenges when accessing and using our credit
servicing site, which resulted in a disruption of online servicing for many
customers, as well as longer-than-normal wait times for customers calling us.
Resolving these technical issues and reducing hold and call times are
top priorities for us. We are doing
everything we can to ensure we provide you the level and type of service you
have come to expect at Macy's.  We truly
apologize for any frustration you may have experienced when attempting to
access your Macy's credit account online or when contacting Credit Customer
Service.
Our records indicate that on March 1, 2016, your online profile was
successfully unlocked and an email was sent with your existing password.  Please note that you may need to review your
online profile to ensure all your information is up to date.  Once that step has been completed, please register
your card on the online servicing site to enable access to your account. Should you need additional technical support,
please call ###-###-#### and choose option six from the menu offerings.
[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

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.  I expect the refund within the next 2-3 weeks. However, if not received, I may have to reopen this case. Thank you
Regards,
[redacted]

Revdex.com:
I'm tired of dealing with this issue.  The company is doing nothing to resolve the situation that was created by selling product that was not in stock.  Please, refund the money back to the credit card.
Regards,
[redacted]

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's recent bed purchase and delivery.  We provided a verbal and written apology for her experience via email and a 20% adjustment for the inconvenience experienced. The adjustment is in the form of a check that will...

take 7 – 10 business to process and 3 – 5 business days for delivery by USPS. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks, Macy's Executive Office

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.  There is still no way to view the return policy on the Macys website. That is unacceptable, period, but especially for a business as huge as Macys. I did receive a response from Macys, and a follow up response to a question. However, the fact us that Macys is not issuing refunds on straight credit card purchases made on their site (not gifts, the orders were made by me, shipped to me, and returned by me). Instead they send gift cards for the refund amount. That is definitely not fair to the consumer - it means my money stays with them until I make another purchase, or if they are lucky, until I just forget about it. This policy can not be found on their website. In fact, no return policy can currently be reached on their website. Thank you for your time and attention.Regards,
[redacted]

January 12, 2018  [redacted] re: Revdex.com Rebuttal Complaint ID: [redacted] Dear [redacted]:  I do apologize that you state you have additional concerns with this issue. On behalf of Macy's Executive Office, please accept my sincere apology for the concerns about availability for your [redacted] mixer in order #[redacted]. Your customer service experiences did not meet your high expectations for Macy's, or our own. Under no circumstance, however, do I find it appropriate to issue a full refund. In respect and consideration, I sent a $75.00 Macy's gift card. You have been a loyal Macy's customer and hopefully that will be of use to you. Should you wish to return the product(s) purchased, we would then issue a full refund to your original form of payment.  Based on the present circumstances, we will not consider any further compensation and we consider this matter closed. Thank you. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted],It has now been over a month and there is still no resolution to my inquiry.  I simply do not understand why it should take so long to "investigate" a $50.00 gift card that was purchased at a Macy's store. Again, this was not a merchandise credit nor was it a gift card purchased...

through some third party.  It was a gift card purchased at a Macy's store by my husband.  Again, I called the number on the back of  the card and was informed the card was valid.  I simply do not understand why Macy's will not honor this gift card.  Please advise.[redacted]

[redacted]   [redacted]
December 29, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [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.  I had hoped to speak with you personally, but
my attempts to reach you were unsuccessful. 
We
sincerely regret the problems you have encountered regarding unauthorized
purchases being charged to your bank debit account and for the difficulty you
described in trying to resolve this situation. 
Although it is your responsibility to dispute these charges with your
bank, I am sorry that you have received so little assistance from us.  Please accept my personal apology for any
inconvenience or frustration you may have been caused.
I
was disappointed to read your description of the communication you had with our
telephone representatives and that further precautions were not made available
at the time of the on-line purchases on December 6, 2015.  Since the person using your bank debit card
number was not using your name, address, phone number or e-mail address to
place the orders, it is difficult for us to stop the use of a bank debit card
being used on-line. 
At
this point, we are unable to investigate this matter without having the bank
debit card number.  Please provide a copy
of your bank statement showing your account number with the dates and amounts
of the macys.com charges.  Once we have
this information, we may be able to assist your bank in clearing these charges.  However, please be advised that the ultimate removal
of any charges from your bank debit account must be done by your bank directly.  You may fax a copy of your bank statement to
my attention at ###-###-#### or scan and e-mail a file copy to [email protected]
[redacted],
be assured your complaint will be addressed when additional details are
provided.  If you have questions
regarding this letter or the information required to process your request, do
not hesitate to contact me at the telephone number listed below.  
Sincerely,
[redacted] Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted]
Geers, 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.   See attached, for "[redacted]" satisfaction, regarding proof of recordings.  She didn't pull any calls as she stated on the record to me she would in order to substantiate the ID of culpable employees and the accuracy of my claims. Because she doesn't care.  That's fine.  I have them stored as previously stated (no bluffs necessary).  Totally aboveboard and legal since Macy’s uses relatively precise lingo informing the public that they may record for quality control purposes.  That, and I alerted those I spoke to anyway; they never hung up; that’s consent.  Oh, and as far as our conversation Yvonne, Ohio is a 1 party consent state. So is NY.So anyway, she's wasted an additional hour of my time (that's now 18 and change total by Macy’s) and misrepresented herself as trying to do anything to "make me satisfied."  A wolf in sheep's clothing indeed, as I actually went out of my way and gave her via voicemail until this afternoon to again contact me in spite of her ridiculous Revdex.com response. She has chosen to ignore that olive branch.  I waited until 2 PM; that’s as patient as I’m willing to be.  Ironically, she's doing THE EXACT SAME THING the previous Macy's reps did – LIE and REVOKE VERBAL OFFERS.  By the way Yvonne, that “compensation” you offered isn’t even possible assuming I’d accept it, which I wouldn’t: the Affliction shorts haven’t been available in my size since your website deceptively and falsely showed them to be available last week.   I even checked yet again today.   Nope.  You claiming they were is just more deception and/or ineptitude.  Back on topic: In the beginning of our phone call last Wednesday, where SHE initially reached out TO ME, she first offered LESS than what I was TWICE PROMISED by previous supervisors.   She attempted to lowball me.  Not the highest offer, the lowest.   She didn't want to honor the agreement of $100 off in addition to free expedited 1-2 business day shipping, let alone compensate me for all the emotional distress I’ve incurred and time wasted.   THEN she graduated to that offer of $100 off plus expedited shipping after much deliberation.   I said no thanks.   I'd gone out of my way to contact the executive department as I said I would, to make a legitimate complaint, and if all they can do is GRUDGINGLY honor the thing that should've been honored no questions asked nearly a week prior then they clearly don't value me as a longtime customer.  I wouldn’t be surprised if this is not an exception to the rule, but rather the norm.So she explained midway through this call that's all she would be willing to do.  A greedy, billion dollar company that committed consumer fraud, specifically deceptive trade practice, against me and is being investigated by a myriad of public and private consumer protection agencies for their national blunders obviously CAN do better, they just WON'T.   It was near the end of our call when I made it clear her offer was hot garbage and I'd prefer making formal complaints to the proper NY State governing agencies and informing the public of these kinds of shenanigans.  My ancillary offer was to receive that $100 compensation in lieu of Yvonne agreeing to put herself in my shoes and videotape herself (for proof) listening to the 8+ hours of frustrating, obtuse, distressing, horrific CS I experienced so that she could have more empathy.   She refused.   After some stonewalling, she then asked me, "If I sent you everything in your bag free of charge would that resolve this for you?"  FINALLY.   A legitimate offer.  I immediately agreed to her verbal contract stipulation for everything in my bad ID totaling approximately $300 to be shipped to me free of charge with expedited shipping.  But because it was running late (nearly 6:30 pm), I wanted to show class and told her and I quote, "Go get something to eat, go get something to drink.  I know you wanna go home. Think it over. Get back to me.  You have my phone, my email, everything."  Previously she had told me she'd finalize whatever we agreed upon on by Friday or the following Monday since she would be out of the office Thursday.   Basically I urged her to get back to me either day to finalize this offer (the implication being in writing with the order actually placed).  Then I disconnected the call.Not that it's necessary to enforce in writing given I can prove she made the offer.  And the Statue of Frauds wouldn't apply here as the total purchase after sale prices would be retroactively applied (as she promised she would do) and came in at far less than $500.00 as necessitated by the UCC.  See attached pictures for proof. So now we're at emotional distress, varying elements of fraud, and several breaches of contract, one committed by the self-alleged highest Macy's exec you can reach for Revdex.com complaints.   Not a good look "Buffy."   The matter is very much quite open.  How open remains up to you.   You have 24 hours to honor that oral contract before or I go ahead and do what I do.  I climb ladders.  If you insist on disrespecting me I'll just go straight to Jeffrey K..  Then Rob H., whose task it is ironically to "provide consumers a consistent shopping experience across multiple retail channels, including the ability to view updates of all available inventory whether shopping online or in stores."My suggestion would be to stop wasting my freaking time.  You're just compounding mistakes and further distressing me.  
Regards,
[redacted]

[redacted]   [redacted]
February 18, 2016
[redacted]
[redacted]
[redacted]
Re:    Revdex.com Complaint ID
#[redacted]
         Macy’s account...

ending in 6490
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
recently underwent a system conversion for the Macy's credit card accounts as
well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this
upgrade may have caused challenges when accessing the credit servicing site for
the first time after the conversion.  If
you continue to experience difficulty viewing your billing statements online,
or accessing your account information, please contact our Technical Assistance
team at ###-###-####, option 6, and a representative will be happy to assist
you.  I am sorry that you were unable to
access your electronic bills and your account went delinquent, and subsequently
you closed your account on October 2, 2015.
According to the Department Stores National Bank Credit Card
Agreement, a late fee is added for each billing cycle you fail to pay the
Minimum Payment Due by the payment due date. 
The fee will be $27.00; or $38.00 for any additional past due payments
during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account
carries a balance.  The minimum interest
charge is $2.00.
Upon review, I found that you attempted to register your
Macy’s account and update your profile at macys.com.  Your billing statement for the period ending
July 26, 2015, had a $104.99 balance with a $25.00 minimum payment due by
August 26, 2015.  When no payment was
received by this due date, your account was charged the applicable late fee in
accordance with the terms of the Credit Card Agreement.  The billing statement for the period ending
August 30, 2015, had a $46.99 balance (including a $85.00 return credit) with a
$46.99 minimum payment due by September 26, 2015.  When we did not receive a payment by this due
date, your account was charged additional fees bringing your account balance to
$86.99 with an $86.99 minimum payment due by October 26, 2015.
On
October 1, 2015, we received a $48.99 payment. 
However, this payment was less than the minimum payment ($86.99) and
your account continued to be charged additional late fees.  When we did not receive a payment by November
26, 2015, we again charged additional late fees. Although the fees were properly charged, on
November 30, 2015, we removed a $38.00 late fee and $2.00 interest charge.  We received a $40.00 payment on December 3,
2015; however, it was less than the minimum payment ($118.00), and your account
was again charged the applicable fees. 
The billing statement for the period ending on December 30, 2015, had a
$77.00 balance with a $77.00 minimum payment due by January 26, 2016.
On
December 31, 2015, we removed a total of $79.00 in accumulated fees, which
brought your account to a $2.00 credit balance. 
I have refunded this amount in the form of a check, which you should
receive under separate cover within 7 to 10 business days.  You should not be receiving any further
calls.  I have enclosed copies of your
billing statements for the time period July 2015 through January 2016, as
reference.
[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 do not hesitate to contact me.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed February 18, 2016
cc:  [redacted],
Revdex.com

Dear [redacted]: We have received Revdex.com Complaint ID [redacted] for [redacted]. [redacted]' refund has been processed and posted to his account as of 3/28/2016.Based on this, we consider this issue resolved. Sincerely,Michele S.Macy's Executive Office###-###-####

[redacted], We received the rebuttal for [redacted] regarding ID [redacted]. The customer stated they never received the credit for their canceled orders. We have verified that the late fees have been removed and one credit is outstanding. We have resubmitted the refund request. Please allow 3-5 business days for receipt.   Jon A. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

April 21, 2016[redacted]Re: Revdex.com Complaint ID [redacted]Macy’s Gift Card ending [redacted]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 liaison in this office, I was asked to review and respond to your concerns.Please accept my sincere apology for any inconvenience or frustration you may have experienced in attempting to use your gift card on macys.com.  Unfortunately, fraud relating to gift cards has been on the rise and we must take precautionary measures to protect our customers from becoming victims.  The security measures we imposed for your gift card were intended to protect the funds for you due to the length of time that had elapsed from the original activation, and we apologize if this caused any inconvenience or frustration for you.  Please be assured that Macy’s complies with all applicable laws and regulations.  Our gift cards do not expire nor do we charge fees on our gift cards.  To protect you further, we have replaced the gift card in your possession for the remaining value of $35.71.  You will receive a new gift card under separate cover, within 3-4 business days.  In addition, I have enclosed $100.00 in Macy’s Gift Cards as a token of my sincerest apologies for the delay in resolving this matter.  I appreciate you bringing this matter to our attention and allowing me the opportunity to respond to your concerns.  If I may be of assistance to you in the future, please contact me at the number listed below.   Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: [redacted], Revdex.com

[redacted]   [redacted]  [redacted] October 18, 2016Mr. [redacted]  [redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s American Express account ending in [redacted] (closed) Macy’s store account ending...

in [redacted] (closed) Dear Mr. [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 (DSNB).  Please accept my sincere apology for any inconvenience you may have experienced regarding your account. In reviewing your account, I discovered that your original purchase totaling $64.54 on February 27, 2016, was charged to your Macy’s American Express account ending in [redacted], since your Macy’s store account ending in [redacted] was closed automatically during our credit conversion on August 25, 2015.  Please note that this information was contained in our change in terms notification that was sent to you in our letter dated June 15, 2015, which explained the Macy’s store account and the American Express account were being combined into one Macy’s American Express account ending in [redacted], with a credit line of $2500.00.   Prior to the new terms being effective, your Macy’s American Express account consisted of two credit lines accessed through one card; one credit line for your purchases at Macy's and on macys.com; and another for your purchases outside of Macy's.  Each credit line had its own account number; the Macy’s store account ending in [redacted], and the American Express account ending in [redacted].  Each account would have billed separately each month that there was a balance and you would have to register both account numbers with your bank to receive both statements electronically. After August 25, 2015, when the new terms were effective, your account was converted to a single credit line that can be used at Macy's and outside of Macy's, everywhere American Express is welcome.  If you only had your Macy’s store account number ending in [redacted] registered with your bank, we no longer send out statements with that account number, so no statements would have been delivered to your bank for either the old closed Macy’s store account, or the new American Express account number ending in [redacted] if they didn’t already have it on file after August 25, 2015.  Copies of your statements may also be viewed and printed through our online credit service center at macys.com, and online payments can be processed free of charge once a customer completes their online registration.  For clarification, it would have been necessary to add your Macy’s American Express account number to your macys.com online profile, or to provide it to your bank for your electronic bill pay service to be received.   In review, your $64.54 payment was received on March 15, 2016, yet it was applied to the inactive Macy’s account which was at a zero ($0.00) balance, leaving a credit balance of $64.54.  Enclosed are billing statements for the Macy’s store account ending in [redacted] from April 2016, through September 2016, for your review.Meanwhile, the American Express account went unpaid, accruing late fees and interest charges.  According to the terms in the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  Our records show a second payment of $172.84 was applied to your Macy’s store account ending in [redacted] on June 23, 2016, resulting in a credit balance of $237.38.  On July 11, 2016, we transferred the $237.38 credit from the Macy’s store account to the American Express account.  This credit applied to the July 5, 2016, closing balance of $213.23, creating a credit balance of $23.42.  However, an error occurred in this transfer, and this amount was not deducted from your Macy’s store account, causing a double credit to you for this amount of $237.38.   On July 6, 2016, the American Express account ending in [redacted] was closed automatically due to four months of non-payment.  On August 8, 2016, we mailed a credit balance refund check for $237.38 for the erroneous remaining credit on the Macy’s store account ending in [redacted], resulting in two credits to you: one in the form of the refund check, and one that was applied as a credit balance transfer to the American Express account.  Thus, on August 29, 2016, our Billing Adjustment Department charged back $237.38 to the American Express account to correct the error.  This created an unpaid balance of $260.11 for the billing period ending September 4, 2016.      On September 13, 2016, due to this error I removed $175.00 in late fees, and $20.57 in interest charges on the American Express account as a goodwill gesture.  As a courtesy, I also credited $64.54 on the American Express account for the original charge made on February 27, 2016.  In addition, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] remove the account from your credit file.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation.  I had also requested to reopen the Macy’s American Express account ending in [redacted] as a courtesy due to the confusion that led to the misapplied payment issue; however, on October 10, 2016, our records indicate you called and requested to close your Macy’s American Express account.  For your reference, I have enclosed billing statements for the American Express account from March through September 2016.  As of September 21, 2016, your American Express account was reinstated with a credit line of $2500.00.  Currently, per your request, the account ending in [redacted] is closed with a zero ($0.00) balance. Mr. [redacted], thank you for bringing these issues to my attention.  I apologize for any confusion that resulted due to our conversion process, and for the errors that occurred on your accounts.  If I may be of further assistance in the future, please do not hesitate to contact me at the number noted below. Sincerely, Alison G[redacted]Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc:  Ms. Tina Geers, Revdex.com

February 18, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of the customer's complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to the customer's concerns. Unfortunately, I have been unable to speak to the customer directly. I...

have, however, left several messages for them to contact me. The customer was concerned about Macy's authorization hold policy. Since I have been unable to connect with the customer, I am closing the complaint. I remain available should they need further assistance. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]