Macy's

Hi [redacted] - I just checked my mobile banking app and the credit have been processed, so I guess my case is complete. Regardless, Bloomingdales should be ashamed of how they handle matters with customers. I truly have never had a worse customer service/return/refund issue with any other company. Thank...

you for your help!!

Dear
[redacted]: 
I am
in receipt of your response from the Revdex.com and will be happy
to further assist.
Though
you were not billed until delivery on 11/02/2015, our records indicate that on
8/08/2015 you requested a sales receipt which was sent to you via email on
8/09/2015. This email would have shown that there was no extended warranty
applied to your order.
WorryNoMore's
policy states that we can only add the extended warranty up to 3 days after the
delivery date. As WorryNoMore is a third party vendor, we have no way to
override this policy. I truly apologize for the inconvenience I know this has
caused you.
Sincerely,
Jennifer C.
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.  Dear [redacted]:Thank you for your assistance in resolving this issue with Macy's. I did receive a written reply in the mail Thursday this week (3 days ago) dated October 15 from Macy's.Regards, 
[redacted]

March 28, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have reviewed all matters as expressed in the complaint. We have
provided the customer with copies of the receipts showing each of her returns.
At this point we feel that [redacted] was credited for all of her returns. Based
on the above, we consider the matter closed. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

June 7, 2017  [redacted]
[redacted]  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in 0[redacted] Dear [redacted]: I am in receipt of your complaint filed with the Better...

Business Bureau, 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 (DSNB).  We sincerely regret any frustration you may have experienced while attempting to resolve this matter.  The terms of the DSNB Credit Card Agreement state if you have been paying less than the New Balance on your 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.  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 result in a statement with interest only.  You can avoid being charged interest by paying your New Balance in full every month by your payment due date.  My review found that all fees were properly charged. Applying this billing policy to your account, the $2.00 interest charge on your May 17, 2017, statement was for interest charged on your account balance between the last bill date of April 16, 2017, and the date (May 5, 2017) that your $152.84 payment was applied to your account.  Our records indicate that when you called on June 1, 2017, we removed the $2.00 interest charge as a courtesy, resulting in a zero ($0.00) balance on the account.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  I am sorry to hear that this matter led to you closing your account and hope that you will reconsider shopping at Macy’s.  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

[redacted]   [redacted]
*
November 30, 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.  I
had hoped to speak with you personally, but my attempts to reach you on [enter
dates] were unsuccessful. 
According
to the Department Stores National Bank Credit Card Agreement, a late fee is
applied if the Minimum Payment Due is not received by the ''Payment Due Date''
shown on your statement.  Interest is
charged on the outstanding balance of your account until the day you pay the
full balance owed.  For example, if you
have been paying only the minimum payments each month or miss a monthly payment
on your Revolving balance 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.  This interest charge will appear on your next
statement.  The minimum interest charged
is $2.00.
Upon
review, I found that your account had a $28.56 balance for the billing period
ending July 2, 2015, with a $25.00 minimum payment due by August 2, 2015.  When no payment was received by this date, a
$25.00 late fee and $2.00 interest charge were applied to your account,
bringing the minimum payment due to $55.56 by September 2, 2015.  The $2.00 interest charge that appeared on
your September 4, 2015, billing statement included interest assessed between
the last bill date of August 2, 2015, and the date (August 7, 2015) that your
$55.56 payment posted to your Macy’s account referenced above.  When no further payments were received,
another $2.00 minimum interest charge was applied on October 6, 2015.  Because the late fees and interest charged to
your account were properly accessed in accordance with the Agreement, I must
respectfully decline your request for a refund. 
However, as a gesture of our goodwill, we removed the $4.00 in minimum
interest charges on October 7, 2015, leaving your account with a zero balance. 
Unfortunately,
I was unable to find the $38.00 late fee you mentioned being charged on a
$10.00 account balance.  Also, I was
unable to find any unauthorized charges from any of our stores on the
account.  Please find enclosed copies of
your June 2015 through November 2015 billing statements, along with the
available receipts for purchases, returns and payments made during this time
period for your review.
Although
we have no record of returned mail on your account, I noticed that the mailing
address listed for your Macy’s account is different from the address listed
above that you used for your Revdex.com complaint. 
If you need to update your account’s billing address, we would be happy
to assist.
[redacted],
thank you again for bringing this matter to our attention and giving me the
opportunity to reply.  Your business is
important to us, as well as appreciated, and we hope to better meet your needs
in the future.  Please do not hesitate to
call me at the telephone number listed below if I may be of further assistance. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed November 30, 2015
cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
1. Macy's did call me and did email me a return authorization to [redacted].2. I was not given a free postage return as says on Macy's website, nor was the return accepted at the store.3. I was directed to Macy's partner [redacted] in [redacted] and was finally given a return authorization but I had to pay the postage.4. I mailed the package (headphones, original receipt, documentation to demonstrate why Macy's made it impossible for me to return within 30 days) at my own expense which was received by Macy's partner [redacted] on March 16.  I have not received acknowledgement of my return.  Nor have I received a replacement set of headphones nor a credit or a refund.How can Macy's consider this closed by simply providing me with a return authorization email?  I would like both a replacement set of headphones and store credit for the full amount of the purchase.   I also want to know how future customers will be prevented from experiencing the same run-around.  How can it take so many phone calls and a store visit for me to receive a return authorization?  How can a company not acknowledge receipt of the defective product and issue credit/replacement for more than 2 weeks?
Regards,
[redacted]

Dear [redacted],  I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke.Please accept my sincere apology for any inconvenience your mother in law experienced while attempting to place an order. Unfortunately with her international...

credit card we won't be able to process the order. If there is another form of payment you wish to use please don't hesitate to contact me to place the order. Ms. Godin, thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely, Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [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.  [redacted] and I spoke and they understand the complaint reason. No commitment was made to fix the consumer office/customer service response; but Macy's representative understood my complaint well and agreed that it is not a proper way to handle by customer service.The customer service team, needed to acknowledge immediately that item was not available on the shelf at the time of purchase ( or had lesser number of items available than purchased). Macy's representative needed to apologize immediately for this and offer a rain check for when this item is available again. Then a comparable can be reasearched at the request of the customer.
Regards,
[redacted]

May 19th, 2017Dear [redacted].Macy's would be happy to assist the customer with her billing/refund disputes if she can provide documentation. Macy's has previously requested this information from [redacted] but to date we haven't received anything. Without this information. Macy's is unable to investigate further. If Ms. Gabriel is welcome to contact me for assistance. Thank you. Sincerely,Tara B.Macy's Executive Office###-###-#### Extension [redacted]Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's  WorryNoMore extended warranty issues with her sectional furniture. Macy’s has agreed to provide a 100% credit adjustment and refund the cost of the WorryNoMore fee as a one-time accommodation. The consumer...

should receive the refund check within 10-14 business days. For any additional concerns, the consumer can contact our office directly. At this time Macy's will consider this matter closed. Thanks, Macy's Executive Office

[redacted]   [redacted]
April 20, 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:  February 25,
2016 – April 17, 2016
Complaint Summary:  [redacted] has made three
separate payments (December 2, 2015, February 1, 2016, and February 29, 2016)
of $27.00 each, electronically to her Macy’s account.  She verified through her bank statements that
the payments were accepted and deducted from her bank account.  [redacted] faxed proof of payment to the
payment research team and tried multiple times to call on the status and reach
a manager to try and resolve the issue; however, she is transferred and hung up
on.
Resolution:  I contacted [redacted] requesting the proof of
payment to be faxed to our office directly. 
Once receiving the information, our research team was still unable to locate
the payment.  We received the bank
transmittal, and then requested a copy of the front and back of the electronic
check.  Once the copies were received,
our research team was able to process and apply the three payments of $27.00 to
[redacted]’s account. In addition, I have
removed a total of $101.00 in late fees and $24.15 in interest charges and
cleared our internal records of any delinquency associated with this
issue.  I have also requested that
[redacted], [redacted], and [redacted] delete the delinquencies for December 2015
through April 2016.  This resolved her
concerns.
Stephanie C.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

June 09, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account ending in [redacted]
 
Dear [redacted]: 
 
I am in receipt of your complaint filed with the Revdex.com regarding your Macy's Store account ending in [redacted].  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 (DSNB).
 
I am aware you are attempting to improve your credit report by requesting that we modify the payment history associated with the above referenced Macy's account.  It is our policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing or bank error.  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 customer.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive the minimum payments due on the account during the billing statement for periods ending March 18, 2010, through May 18, 2010, and July 18, 2010, through January 18, 2011. 
 
I understand you feel your June 15, 2010, payment in the amount of $150.00 was slightly less than the balance at that time.  However, according to the enclosed monthly statement for the billing period ending June 18, 2010, your balance at that time was $175.46.  Your $150.00 payment reduced your balance to $28.74, which was due by July 18, 2010.  Unfortunately, because no further payments had been received, monthly late fees and interest charges were charged to the balance until your account charged off on January 18, 2011, with a balance of $180.87.  Your account was then assigned to the first of several outside collection agencies.  A mutually negotiated settlement amount was received on October 1, 2014.  We now consider your account as settled-in-full, and it will continue to appear as a settled charge-off on your credit report. 
 
For your convenience, I have enclosed copies of the billing statements for the periods ending March 18, 2010, through January 18, 2011.  Additionally, I have enclosed a copy of Department Stores National Bank Credit Card Agreement for your review. 
 
Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on June 28, 2013, we instructed the credit reporting agencies to update their records and report your account as 'customer disputes reporting'.
 
[redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you have additional questions or if I can be of further assistance.
 
Sincerely,
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures
 
cc:  Revdex.com - Complaint ID [redacted]

[redacted]   [redacted]November 19, 2015[redacted]Re: Revdex.com Complaint #[redacted]        Macy’s account ending in [redacted]       On behalf of Department Stores National...

Bank:Contact Date With Customer:  November 19, 2015Complaint Summary:  [redacted] wrote that she visited a Macy’s store in [redacted], on September 19, 2015, and opened a new account with the understanding that she would receive a 20% discount on all purchases made that day or the next day.   She was told this same information by three (3) other sales personnel prior to making additional purchases at the [redacted] and [redacted] counters.  When she received her first billing statement, it showed a $100.00 New Account Discount.  A Supervisor confirmed that the maximum amount is $100.00, and offered her an additional $50.00 credit.  [redacted] would return the additional items she purchased, but has already used the products.  Therefore, she is requesting for a credit adjustment of $52.97, which would constitute 20% off all of the purchases she made that day.Resolution:  [redacted] accepted my apology for any inconvenience and frustration she may have been caused due to this issue.  I explained that Macy’s offers a new account discount to individuals who apply for and are approved for a new Macy’s account.  Customers receive a 20% discount up to $100.00 off the purchases charged to the new Macy’s account the day it is opened and the next day.  I assured her that the service she described receiving from our sales associates is not indicative of the quality customer service we strive to provide.  As an additional customer accommodation, on November 19, 2015, I credited her account $52.97.  This adjustment will show on her next billing statement.  [redacted] is satisfied with the resolution.Regina M.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.  I still have to return the salad plates to the store which is an inconvenience but my daughter did receive the dishes so I am happy for that
Regards,
[redacted]

April 26, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted]       Macy's [redacted] account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint filed with the Revdex.com.  As a liaison...

in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any confusion or frustration that may have been caused regarding the interest charged to your Macy’s account referenced above and for the problems you encountered in trying to resolve this issue.We underwent a scheduled system update and redesign and there was a system error that prevented some customers from receiving their statements that has since been corrected.  A review of your account shows you contacted us by phone on November 10, 2015, and a statement for period ending October 16, 2015, was mailed to the address noted above.  In addition, on March 7, 2016; we mailed statements for periods ending September 2015 through March 2016.  We show no record of any returned mail.  On March 5, 2016, you contacted us by phone and while speaking with a phone associate a $2.00 interest charge was removed per your request.  In addition, on April 20, 2016, I have removed the remaining interest charges totaling $37.87 that were applied to your account leaving you with a credit balance of $37.87.  I have taken the liberty to request a credit balance refund check in that amount be sent to the address noted above.  Please allow 7 to 10 business days for delivery.I was happy to see Brian J. was able to reach you on April 22, 2016, to advise you the fees have been removed and that we have requested a Credit Balance Refund check in the amount of $37.87 be mailed to the address noted above.  It was disappointing to hear of the customer service issues you describe in your letter, as it 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.  [redacted], thank you 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,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

October 19, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
        Macy’s [redacted] account ending in
[redacted]
On behalf of Department
Stores National Bank:  
Contact Date with Customer:  October 16, 2015
Complaint Summary:  [redacted] requested a new card with her
married name be sent several times but never received it.  She had updated her address and was receiving
coupons but not the card.  When an
associate reported the card lost/stolen her auto payments were stopped causing
her account to go past due and she was embarrassed when she was unable to use
the card in the store.
Resolution:  I
called [redacted] and apologized for the confusion and delay receiving her card
and for the error with her auto payments. 
I confirmed there was an error when her address was updated on her
Macy’s [redacted] side of her card but not the in store side which
allowed her to receive coupons but not a card. 
I verified that the name had been updated and the late fee of $10.00 and
interest of $6.83 was credited, and her auto payment is now working.  She confirmed she has received the card with
the correct name and stated she was satisfied with the resolution.  I thanked her for speaking with me. 
Rhea B.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com   [redacted]
is a federally registered service mark of [redacted] and is used by
Department Stores National Bank pursuant to a license.  The Macy’s [redacted] Card program is
issued and administered by Department Stores National Bank.

[redacted]   [redacted]   July 15, 2016     [redacted]  [redacted]   Re: Macy's Account Ending in [redacted]       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 on behalf of Department Stores National Bank.   Please accept my personal apology for the length of time taken to completely resolve your issue.  I have reviewed your account and confirmed that a $25.00 late fee and a $2.00 interest charge were removed from your account on July 1, 2016.  This letter will serve as confirmation that your account has a zero ($0.00) balance.   [redacted], your continued loyalty is important to us and we are sorry we have disappointed you.  I hope this won't keep you from shopping with us in the future.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,       Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]     The Revdex.com  The Macy's card is issued by Department Stores National Bank.

Revdex.com: I have received several call from some one at Macys, not able to respond due to sickness. I will try to reach someone today. I have not seen any changes on my son's billing. They said charges will be removed but not seen this.,also stated new credit cards will be received only received one credit card. They supposed to be two.I have received one letter stating: " thank you for your cooperation with the claim of fraudulent activity on Macys account  xxxxxxx[redacted], he does not have an account ending with these numbers. So what is Macys talking about? The matter has not been closed till we see charges removed from credit cards, and we received two new credit cards in the mail. Only received one.
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]

Does this even make sense in terms of addressing the problem of advertising a product they cannot “find”? The dishes were still advertised online yesterday. I don’t think Macy’s understands the ad needs to be removed. Thank you for your note, Theresa but I'm not sure how this addressing the...

fact that the dinnerware continues to be advertised on the Macy's website when I clearly have received notification as well has my daughter that the [redacted] has been discontinued.  I would assume the obvious thing would be is to credit my account for a partial setting that was purchased in good faith and STOP ADVERTISING the [redacted] plates or sets as "someone" from Macy's also sends out emails that they have been discontinued.  As late as 2 days ago the dishes were still advertised;  this has been soooo disappointing for my daughter who chose those dishes for her registry and as early as October she received a email that the dishes had been discontinued but they have been advertised online every week since then.  Who is running your advertising campaigns that the do not know the status of the plates and dinnerware sets for dishes made "exclusively" for Macy's? see attachments.I don't feel your email tells me any new information other than that Macy's is going to "continue" looking for dishes that they have already said are discontinued.  And I am not sure what you mean by open to accommodating?  I can buy dishes elsewhere...the fact that you lead us all on to believe since October that the dishes were available is the issue.  This should be no issue for you, you can go online at anytime and find the [redacted] dishes advertised.  The [redacted] always shows up first. Sincerely, [redacted]    ---------- Forwarded message ---------From: Theresa S[redacted] <[redacted]>Date: Fri, Jan 5, 2018 at 4:58 PMSubject: Macy's Executive OfficesTo: [redacted]>Dear [redacted], I am reaching out in regards to a Revdex.com complaint that was filed.  I am looking into as why they are on the website if they are discontinued and not on a backorder.  I have tried to locate these items and have been unsuccessful however I am open to accommodating a different, comparable set or seeing what items I can locate in the [redacted] and see what would not be available.  I am out of the office until Monday 1/8/2018 but I am in from 7:30AM EST until 5:00PM EST.  I look forward to hopefully finding a way to resolve this matter.  Thank you for your patience while assisting with this issue. Theresa S[redacted]Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040