Macy's

June 7, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint #[redacted]        Macy’s account ending in [redacted]Dear [redacted]:  As discussed during our conversation on May 27, 216, 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 your comments regarding the return made on October 7, 2015.  Please accept my personal apology for any frustration or inconvenience you have experienced while trying to get this resolved.  Be assured that your complaint has been forwarded to the appropriate management and will be addressed accordingly.This letter will confirm, on May 31, 2016, I requested an additional $99.83 return be processed onto your account ending in [redacted].  This adjustment will be reflected on your June 2016 billing statement.  I am truly sorry for the amount of time it has taken to get this matter resolved for you.I hope you will consider this an isolated incident and continue to choose Macy’s for all your shopping needs.  As a gesture of goodwill, please find enclosed a $25.00 Macy’s Gift Card to use at any of our Macy’s stores or online at macys.com.  If I may be of further assistance to you, feel free to contact me at the telephone number listed below.   Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]Enclosure / mailed June 7, 2016cc:  Store Manager, Macy’s [redacted]       [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]

July 3, 2017   [redacted]  [redacted]  [redacted]   Re: Revdex.com complaint ID [redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   We are in receipt of your complaint...

filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused. While I would have liked to speak with you personally about this matter, my attempts to reach you were unsuccessful.   According to the Department Stores National Bank Credit Card Agreement, if you have been paying less than the New Balance on your Revolving account each month and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received. The minimum interest charge is $2.00. Please be aware that Macy’s does not charge a fee to have an account. This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement, which may consist of interest only. You can avoid being charged interest by paying your Revolving account balance in full every month by your payment due date. My review of this matter found that all interest was correctly charged in accordance with the Credit Card Agreement. My research confirmed that your account had not been paid in full and also had delinquent payments over the previous year.   Applying the above billing policy to your account, an interest charge of $2.00 was added after receiving your past-due payment of $117.00 on May 27, 2016. Had you paid the initial $2.00 interest charge, since there were no new purchases, you would have had a zero balance the next month and would not have continued to accrue interest charges.   As a gesture of our goodwill and in the interest of customer service, I removed $8.00 of interest charges from your account, bringing your account to a zero balance. This letter will also confirm that we have suppressed the sending of all advertising to you and your account was closed at your request on January 8, 2017.   [redacted], thank you for allowing me to respond.  If I may be of assistance on another matter, feel free to contact me at the telephone number listed below.    Sincerely,     Michael J. Macy’s Executive Office[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.  Thank you for providing the letter in the previous message.I received a letter from Macy's on 5/23. I spoke with Ms. M. on 5/24. Ms. M. advised that I should give them 30 days to make corrections. As soon as that is done, I will inform the Revdex.com.[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.  Marjorie B. contacted me on 9/8/16 and advised she would locate the dress I ordered and have it sent. Moreover, she said she would get back to me by the beginning of the following week. I had not heard from Ms. B. by 9/18/16 and followed up, with another outreach on 9/21/16...  Macy's offer of a $40 gift card is completely unsatisfactory. As detailed in my original complaint, I spent numerous hours trying to rectify Macy's errors. That is time I do not get back. If I were to be compensated at my customary billable rate of $250 per hour, the total would be over $1500. I explained all of this to Ms. B. and outlined the problems with her company's orders and lack of customer service. After all of that, she too failed to provide adequate follow-up and service as promised. Note, Macy's still has the dress I ordered shown as available on their site, but when I click on it, the wrong dress is displayed. For obvious reasons, I am reticent to shop at Macy's ever again. And I certainly wouldn't do so for a $40 credit. Macy's needs to provide appropriate remuneration for my time. Furthermore, they need to fix their site and customer service.
[redacted]
[redacted]

[redacted],We are in receipt of complaint id #[redacted] regarding the customer's mattress purchase. We contacted the customer and advised how the return, repurchase, and authorization hold process works. The customer was not satisfied with our policy that unfortunately we are unable to override.  At...

this time, Macy's will consider this matter closed.Thanks,Macy's Executive Office

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.   If the account was settled in February and you received payment on February 2017 it is inaccurate reporting to report me as late for the months March, April & May. If the account has been paid even after a charge off, the current status should be "paid". I am not talking about the history but I am referring to "current status"
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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business response did not address the issue of the warranty and my knowledge the financial institution is part of the business and I believe Jake Sweeney has the authority to remedy my complaint.
Regards,
[redacted]

January 26, 2017     [redacted]   Re:    Revdex.com ID [redacted]          Macy’s [redacted] account ending in [redacted]   Dear [redacted]:...

  I am in receipt of the complaint you filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration that was caused when you were unable to make purchases using your Macy’s [redacted] card while shopping for Christmas.   According to the Department Store National Bank Credit Card Agreement, we may close your account or suspend account privileges at any time for any reason.  We may do this without prior notice to you.  If a cardholder has not used his or her account for two years, the policy is to consider the account inactive, and the credit limit is lowered as a precautionary security measure.  Your Macy’s [redacted] account ending in [redacted] was opened December 19, 2012.  The last activity was in February 2013; therefore, on December 24, 2015, the credit limit was decreased from $1,700.00 to $900.00.  After thirty months of no activity, per the terms of your Credit Card Agreement, your account was closed on September 23, 2016, and reported to the credit bureaus.  Your account had a zero ($0.00) balance upon closure and was reported to the bureaus as non-derogatory.  Respectfully, I must decline your request to reopen this account.    In reviewing your account history, I found that on December 23, 2016, you called in through our Automated Telephone System and requested a confirmation letter that your account was closed with a zero ($0.00) balance.  Unfortunately, the automated system does not recognize that an account is closed due to inactivity, only that it was closed as non-derogatory.  Therefore, a system generated letter was mailed to you containing the verbiage that indicated the account was closed at your request.  Please accept my sincere apology for any frustration the verbiage of the letter you received may have caused you.  We are constantly evaluating our processes and systems, and I thank you for bringing this to our attention, as it allows us an opportunity to learn of our customers’ experiences and areas in which we can improve.   [redacted], although we would like to respond favorably to every customer, that is not always feasible.  We are required to maintain and adhere to specific policies and procedures to ensure that all of our customers nationwide receive fair and consistent treatment.  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,     Stephen C. Macy’s Executive Office ###-###-####   cc:     [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I see that Macy's returned my refund to my bank account on Jan 4th 2017. I thank them on finally returning my money.  However, their resolve is insufficient.  I went through 157 minutes of phone calls + frustration of speaking with MULTIPLE customer service agents who barely understood basic American English + speaking with MULTIPLE U.S. agents who clearly understood me but their hands were procedurally tied to provide me with a swift resolve.   I have been a long-time Macy's customer. They were my go to spot for good designer purses among other items.  However, this one incident along with basic lack of providing customer service is very saddening to me.  I expected a bit more in compensation due to the unusual amount of hurdles I went through to get to this point.I mark this complaint as resolved only that I want to move on from this incident.
Regards,
**

May 18, 2016[redacted]Re:  Revdex.com Complaint [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. Upon review of your account, we show no activity within the past 24 months and your account was closed on July 10, 2015, due to inactivity.  As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Regarding your request to delete this account from your credit report, under the Fair Credit Reporting Act (FCRA), it is the responsibility of the credit reporting agencies to remove old information from credit reports.  The information we are reporting is correct; therefore, we are unable to delete the account from your credit report.  You have the right to dispute the accuracy or completeness of the information reported to us, by contacting the consumer reporting agencies directly at:[redacted]                                    [redacted]                                       [redacted]                            [redacted]                                      [redacted]                       [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 do not hesitate to contact me.   Sincerely,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

Hello [redacted], I am writing you on the behalf of Macy’s Executive Office in regards to your Revdex.com complaint. After several attempts to reach you by phone I was unsuccessful.I will stay available to you if you wish to resolve the issue, please don’t hesitate to contact me. I...

hope to hear from you soon. Thank you for your time. Sincerely,  Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [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. Jan B. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted]    August 14, 2017  [redacted] RE: Revdex.com Complaint ID [redacted] Dear [redacted]: I am in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office on July 26, 2017.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   Our records indicate that we previously addressed your concerns in Ms. Nancy M.'s letter to you dated July 25, 2017 (enclosed).  Please know that our position has not changed.   The billing statements referenced in Ms. M.’s letter, April 1, 2009, through November 1, 2011, were mailed to the above address on July 25, 2017.  We ask that you allow fourteen (14) business days for the statements to be received.  Upon receipt of the statements, please review the payments applied.  If you find that a payment has not been applied to the account, please forward the documentation of that payment(s) to the above address and we will research further. The dates and amounts used in the spreadsheets were obtained from the billing statements referenced above.  If after reviewing the statements, you have concerns about incorrect dates, it would be necessary for you to submit proof of the error.  This documentation can also be sent to our address above. Please accept my apology for any inconvenience you may have experienced when attempting to resolve this issue.  Upon review of our records, I was not able to locate a request for a supervisor to call you back.   Although we do not like to hear that we did not meet your expectations, your comments are important to us, as they provide us an opportunity to follow up with the appropriate action. [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Please feel free to contact us if you have any further questions regarding this matter. Sincerely,  Lisa B.Macy's Executive Office###-###-#### Extension [redacted] Enclosure cc: The Revdex.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.   
[redacted] Kent A.
Macy’s Executive Office
###-###-#### Extension [redacted]
Re: Revdex.com
Complaint ID [redacted]
 
Dear [redacted] Kent A.
 
Thanks for your reply.
 
Transaction
1:
[redacted] has returned merchandises of $271.18 to Macy’s [redacted] Center (on
04/25/2015 and 05/03/2015) and Macy’s Inc. has issued [redacted] a fake useless
Macy’s gift card of $263.18 (#[redacted]) and $8 dollars cash. [redacted] was
the owner of merchandises at the point of returning. Macy’s doing Transaction 1 is unfair, frauding and illegal.
 
Transaction
2: Mr
[redacted] has used gift cards as payment to buy these merchandises before.  It was verified at the point of transaction.
No one’s disputing, no police report and no court judgement up to present.
Therefore, Transaction 2 is fair and
legal and was finished. Macy’s has no right to reverse this transaction
unless by court judgement.
 
Buying and Using some gift cards
from 3rd party is legal as from CNN report also it is agreed by [redacted]/Ms. Carrie W.. This is not an
evidence or security reason excuse to rob Mr [redacted]’s store credit. [redacted] also
can have the right not to show all his gift cards due to privacy, security reason
and unspecificity.
 
If Macy’s have no
evidence to show why they did Transaction 1, I would consider Macy’s
deliberately induced me to return the merchandise and then robbed my store
credit. I will therefore keep the right to sue Macy’s in the court.
 
Thanks,
 
[redacted]
Cell phone: ###-###-####
Address: [redacted]
Email: [redacted]
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]  Customer called and she does not want a credit to her Macy's account, she would like a refund sent to her via check.

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], We are in receipt of Revdex.com Complaint #[redacted]. As previously stated, we have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. The customer was trying to purchase a piece of Close Out luggage that was on clearance. Unfortunately, the item sold out. The customer wants us to discount a piece of regularly priced luggage to the close out price. Unfortunately our policy will not allow this and this is clearly stated in all selling and promotional documents. We are willing to provide an appropriate discount on another piece of luggage, but at this time she has not reselected anything. I have been clear with [redacted] that reselection must precede any discussion of a discount. Based on the above we believe that our position is both fair and equitable, and we remain available should she wish to reselect. Thank you.  Sincerely,   Melissa U. | Omnichannel Presidential Correspondant  Omnichannel Selling and Service Escalation Team | MCCS Executive Office