Macy's

Re: Revdex.com Complaint ID [redacted]
 
Dear
Ms. Geers: 
 
I
contacted Ms. [redacted] by phone to resolve her complaint and to apologize for any
inconveniences she experienced as a result of her macys.com order #
[redacted].  Our records indicate that a
refund in the...

amount of $70.00 was issued to Ms. [redacted] on May 27, 2015.  The remaining refund of $19.78 was refunded
to her original form of payment on June 15, 2015.   Based on the above, Macy's considers this
matter resolved and closed satisfactorily.
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [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. 
Regards,
[redacted]

May 3, 2016 [redacted] Re: Revdex.com ID #[redacted]       Macy's [redacted] account ending [redacted] On behalf of Department Stores National Bank:   Contact Date with...

Customer:  April 29, 2016. Complaint Summary:  [redacted] had fraudulent charges on her account on November 15, 2015.  She tried to contact us using the number on the back of the card because she was in an endless loop with no option to speak with a person.  She tried for several days but she finally went online and found another number to contact us.  She finally reached a live person and she was told she would receive a new card, fraud paperwork and was not responsible for the charges.  She received the form in January, filled it out, and sent it in.  She's been receiving collection calls and learned her credit score has been lowered.  She wants the charges removed and her credit report corrected. Resolution:  I called [redacted] and explained there is no excuse for the service she received and that I can only apologize on behalf of our organization.  I verified all fraud charges and fees were removed and as of today’s date her Macy’s [redacted] account has a credit balance of $20.00.  She elected to leave the credit balance on the account.  Also, I verified we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion delete the late payment history for January 2016 through April 2016 on her Macy’s [redacted] account from your credit file.  I advised her we report monthly but we do not manage the credit reporting agencies and therefore we have no control on how long they require updating their information.  Until then, this letter will serve as confirmation of this request.  [redacted] stated she was satisfied with the resolution and I thanked her for the courtesy of speaking with me today.  I advised her to contact me directly in the future if I can be of any further assistance. Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

[redacted]   [redacted]
April 1, 2016
[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 25, 2016
Complaint
Summary:  Ms. Faulkner has had a Macy’s account for
many years and was surprised to find she had a past-due balance when shopping
just before Christmas.  Customer did not
receive her mailed billing statements, and since only uses account
occasionally, had forgot she charged a purchase to her account.  The telephone associate was rude about the
past due amount and customer decided to use another form of tender to make her
purchase.  Customer thinks the charge was
made seven months ago and can’t figure out why she did not get a notice from us
about her account balance being due.
Resolution:  I apologized
to [redacted] and confirmed that we have the correct mailing address on
file.  I also assured her that we send
statements whenever there is any balance on an account.  I reviewed the account billing with her and
verified that the purchases she made on October 23 and 25, 2015, appeared on
her Macy’s statement for the billing period ending November 6, 2015.  The account became past due when we did not
receive any payment for the December 4, 2015, due date.  Additionally, we did not have any mail
returned by the post office undelivered. 
I advised her that the $27.00 late fee applied on December 4, 2015, was
removed on December 23, 2015, when she called and spoke with our telephone
representative.  I assured her that the
service she described receiving from our staff is not typical of the level of
service we strive to provide and thanked her for her feedback.  I apologized for any miscommunication she may
have received and assured her that the account now reflects a current
status.  Ms. Faulkner was satisfied with
our conversation, which resolved her concerns.
Ms. Randi P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

October 19, 2017   [redacted], **  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your Better Business...

Bureau complaint, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I apologize for any frustration you may have experienced in regards to your fraud claim.   I have reviewed your account and found that on February 13, 2017, your account billed with a balance of $144.11, and had a minimum payment of $27.00 due by March 12, 2017.  I see that you contacted us on February 15, 2017, to report your account as lost/stolen.  The following day, on February 16, 2017, the charge from macys.com in the amount of $237.06 was placed onto your new account.  Although you disputed the charge of $237.06 as fraud, we did not receive a payment on your valid balance of $144.11 for the due dates of March 12, April 12, May 12 or June 12, 2017, resulting in the closure of your account on June 18, 2017.  Our records confirmed billing statements for these months were successfully delivered to the email address of [redacted], which you placed on file for statement delivery.   It is not the bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  The information we are reporting is accurate; therefore, we are unable to remove the delinquency from your credit report as you requested.    I am happy to let you know that your fraud claim was resolved and the purchase of $237.06 was credited back to your account on August 6, 2017.  In addition to this, late fees totaling $212.00 and interest charges totaling $49.96 were also credited back to your account as a courtesy.  We received your payment of $144.11 on August 24, 2017, leaving your account with a credit balance of $4.84.  I have requested a refund check for this amount be mailed to the address on your account, which should be received in 7-14 days.  Unfortunately, we are unable to reopen your account.  However, you are welcome to apply for a new Macy’s account online at www.macys.com, or at any register in any store.    [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,   Kristi C[redacted] 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 quality issues on
the furniture that customer purchased from Macy's. We contacted the customer
and approved to return the furniture for full refund. At this time, Macy's...

will
consider this matter closed.
Thank
You,
Macy's
Executive Office

I have received the items, and would like to complain about customer service only. Should I resubmit a new complaint or can this same complain be edited?Regards,[redacted]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of [redacted]'s complaint. 
As a representative of Macy's Executive Office, I was asked to review
and respond to her concerns.  I have
spoken to [redacted] directly in order to assist her in resolving her
concerns.  It was recommended that the
customer review her previous statements, as the refund she is requesting was
applied to her account on November 23, 2015. 
Based on the above, Macy's considers this matter resolved and closed
satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of [redacted] complaint. 
As a representative of Macy's Executive Office, I was asked to review
and respond to her concerns regarding the authorization holds on her account.  I have spoken to [redacted]...

[redacted] directly in
order to discuss resolution for her inconvenience.  Based on the above, Macy's considers this
matter resolved and closed satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

December
15, 2015 
[redacted]
[redacted] 
[redacted] 
Re:  Revdex.com complaint ID
#[redacted] 
        Macy’s coupon exclusions
Dear
[redacted]...

[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 concerns.  Please
accept my apology for any frustration that may have been caused in this
situation regarding the use our coupons. 
Be
assured that Macy’s does not engage in false or misleading advertising
practices.  We work hard to deliver
high-quality products at a great value.  While
we try to offer savings in as many departments as possible, unfortunately, it
is not always feasible for us to discount every classification of merchandise.  Also, support for these promotions from our
various merchandise suppliers varies greatly, which makes it difficult to offer
promotions for blanket use uniformly across the store.  Therefore, every coupon states, 'some
restrictions apply' and/or lists the specific exclusions on the coupon.  I regret any confusion this may have caused
when you brought your selections to the register for purchase.  Although the coupon may not be applied to
your purchase, most merchandise is already considerably discounted. 
However,
as a gesture of our goodwill and in the interest of customer service, I have
included $50.00 in Macy’s Money certificates, which can be used for merchandise
purchases in any Macy’s store location. 
[redacted], thank you for contacting Macy’s and allowing me to respond.  Your comments and suggestions are important
to us, as we are constantly evaluating our operations.  We appreciate your continued loyalty.  Feel free to call me at the telephone number
listed below if I may be of assistance on another matter in the future.
Sincerely, 
Michael
J.  
Macy's
Executive Office 
###-###-####
Extension [redacted] 
Enclosures/ mailed December 15, 2015
cc:  [redacted], Revdex.com

November 27, 2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com [redacted] I am in receipt of complaint ID: [redacted].  I have addressed the consumer's concerns in regard to the cancelled order. [redacted] was advised Macy's did not secure the payment for his order and offered to work with his financial institution in resolving this matter.  If [redacted] wishes to further escalate, Macy's will assist. Sincerely,   Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8220   Mason, OH 45040Office: ###-###-####

[redacted]   [redacted]
*
December 9, 2015
[redacted]
Re:  Revdex.com ID [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint...

filed with the Revdex.com and
forwarded to Macy's Executive Office.  As
a representative of this office, I was asked to review and respond to your
concerns.  I had hoped to discuss this
matter with you personally, but unfortunately, I was unable to reach you.  I was able to leave voice mail messages for
you on November 27th and November 29th, 2015.
I
would welcome the opportunity to better address your concerns, however, there
are additional details that I need in order to do so.  We need the gift card number, a copy of the
front and back of the gift card and if available, proof of purchase in the form
of a receipt.  If the card was given to
you as a gift or you do not have a receipt, the approximate date of the
purchase and location from where it was purchased would be helpful.  This information can be scanned in and
emailed to [redacted] with “Attn: Janice D.” in the subject
line to expedite a response.
[redacted] thank you for bringing this matter to our attention and giving me the
opportunity to respond.  We acknowledge
your concerns, which will be addressed accordingly upon receipt of the
information requested above.  If I may be
of additional assistance in the interim, please call me at the telephone 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. 
Regards,
[redacted]

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted].  We have spoken to [redacted] and resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne  F.Correspondent,...

Omnichannel Presidential | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

August 02, 2017[redacted]6 Pamela LaneHaverhill, MA 01832Dear [redacted]:We are writing in regards to the Revdex.com complaint ID# [redacted]. I am truly sorry for the frustrating experience. By law we are required to apply credits to the original form of payment. I...

apologize for the inconvenience this has been causing.I requested to have the Merchandise Credit voided and the credit in the amount of $1172.10 be applied to the [redacted] ending [redacted] used on the original sales check number 2887746. Please allow up to 5 business days for this to post to the account. Again, we are truly sorry. Macy's finds this matter resolved.Sincerely,Macy's Executive Office###-###-####

January 23, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [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 representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).    In reviewing your account history, I found that on December 14, 2015, you spoke with a representative and reported that you no longer had your physical credit card.  At that time, your account was reported as lost and a new account ending in [redacted] was issued.  In addition to adding this new account number to your online “wallet” for shopping on macys.com, it is also required that you add this new account number to your online billing profile, which is separate.  Please accept my sincere apology if this was not properly explained to you previously.  We have no record of any system issues or website errors during the timeframe you mentioned in your complaint that would have prevented your ability to make a payment online.  I was disappointed to read about your experience with our customer representatives when you called attempting to resolve this issue.  As a company committed to outstanding service, I assure you that we do not condone or tolerate rude behavior.  A copy of your complaint and this response, have been forwarded to appropriate management to address with the associates involved.   For future reference, we offer several payment options to assist in making your payment on time.  In addition to our Online Bill Pay service on macys.com, you may pay at any register in our stores, and those payments post immediately to your account.  You may also make a payment over the phone by calling the number on the back of your card or on your billing statement.  Payments are applied to your account the same day and are free of charge.  I am sorry you were having trouble accessing and paying your account through your bank as you prefer; however, kindly note that you would need to contact your bank directly regarding any issues you may have encountered with the bill pay options they offer.   According to the terms of the DSNB Credit Card Agreement, returns and credits are not applied toward your minimum payment due.  Further, late payments, missed payments, or other defaults on your account may be reflected in your credit report.    Your billing statement for the period ending October 24, 2016, had a $141.18 balance with a $25.00 minimum payment due by November 20, 2016.  You made an additional purchase of $25.18 on November 14, 2016, and your account was credited for your return of merchandise totaling $141.18 on November 15, 2016.  Because the returns did not bring your balance to zero ($0.00) by the November 20, 2016, due date as shown on your last billing statement, the $25.00 minimum payment was still required.  When we did not receive a payment for the November 20, 2016, and the December 20, 2016, due dates, your account was reported as past due to the credit reporting agencies in accordance with the terms of the Credit Card Agreement.  We received your $25.18 payment on January 20, 2017, which brought your balance to zero ($0.00).   It is not the Bank's policy to remove any delinquency from a credit report, unless it occurred as a result of a bank error.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the delinquency from your credit report as you requested.  However, on January 16, 2017, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting".   On December 26, 2016, our records confirm that you called the Customer Service Department and were transferred to Technical Support to get assistance with accessing your account online.   If you continue to experience difficulty accessing your account online, please call Technical Support at ###-###-#### option 6, and a representative will be happy to assist you.   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter. Please contact me at the number below if you need assistance on another topic.    Sincerely,       Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Customer Service Manager

[redacted]   [redacted]
 
 
July 31, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re: RevDex.com ID #[redacted]
 
Dear
[redacted]: 
 
I am...

in receipt of your
complaint filed with the Revdex.com and forwarded to Macy’s
Executive Office.  As a liaison in this
office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  Thank
you for the courtesy you extended during our telephone conversation on July 30,
2015.  This letter is a follow up to our
discussion.
 
It was disheartening to hear
about the problems you encountered in our [redacted] Macy’s while trying to
have your rings sized.  Please accept my
sincere apology for any frustration you may have been caused and for the
problems you encountered in trying to resolve this issue.  Be assured that the service you received is
not typical of the level of quality customer service that we strive to provide,
and we appreciate your bringing the situation to our attention.  The information you have provided has been
forwarded to the Store Manager, Mr. Kim so that he may address this issue
directly with the Associate.  Please note
that due to privacy and employment laws, we are unable to provide more details
about any action that may be taken.
 
However, I was pleased to
learn of the excellent service that you received from Aziza when she was able
to get your ring back to you.  We are
always happy to hear when an associate makes an outstanding impression.  We are proud of associates like Aziza and are
pleased she has chosen to work for us. 
 
To confirm, the ring with the
missing stone is being replaced and will be sent to an outside company for
resizing at no cost to you.  The ring was personally delivered to you and
you indicated you were satisfied with the resolution.  Also, as a courtesy you received $50.00
Macy’s Money. 
 
[redacted], thank you for
bringing this situation to our attention and giving me the opportunity to
respond.  Your feedback is critical as it
assists us in understanding our customers' experiences and directs our
attention to areas in which we can improve our service quality.  If I can be of further assistance, please do
not hesitate to contact me at the telephone number listed below, as I would be
delighted to speak with you.
 
Sincerely,
 
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com
       Charles
K., Manager, [redacted]

[redacted]   [redacted]
 
 
October 5, 2015
 
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re:    Revdex.com ID...

#[redacted]
         Macy’s account ending in [redacted]
 
Dear
[redacted]: 
 
I am in receipt of your
complaint filed with the Revdex.com and forwarded to Macy’s
Executive Office.  As a liaison in this
office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank. 
 
Please accept my apology for
any frustration or inconvenience you may have experienced while shopping at our
Macy’s store in Downtown [redacted]. 
Exceeding our customers' expectations for service, selection, and
appearance is a high priority at Macy’s.  We are constantly evaluating our business to
ensure we tailor each and every store for the customers who shop there, as well
as ensure that we are appropriately staffed to provide our customers with
outstanding service.  It appears we may
have fallen short of that goal.
 
My research confirms the
signage advising that sales are final is posted at every register.  In addition, the original price for the
merchandise was $99.99 as listed on the receipt.  Macy’s may have reduced this merchandise at
other stores as well.  For clarification,
the pricing during a store-closing sale is set by the merchants handling the
store liquidation, not by the individuals that set the prices or sales
discounts for our open stores or our online business.  The price of the Calphalon pans you purchased
at 50% off may have been reduced further in a short period of time due to the
store closing soon.  However, as a
gesture of goodwill, please accept the enclosed $25.00 gift card to use on your
next visit in any of our stores or online at macys.com. 
 
Be assured that Macy's does
not participate in dishonest or deceptive business practices of any kind.  We have policies and procedures in place to
ensure that we are in compliance with all applicable laws.  There was never any intention to be dishonest
as you stated in your complaint and we regret that you feel otherwise. 
 
[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]
 
Enclosure /mailed October 5, 2015
 
cc:     [redacted], Revdex.com

February 21, 2017[redacted]Dear [redacted]:I am writing in regards to complaint ID # [redacted]. A return has been setup on document number[redacted]. A full refund will be issued for the original defective mattress in her home once returned. [redacted] has been advised of the process for reselecting a new mattress set. She has my direct contact numberand I will be happy to assist until this has been resolved with a new mattress selection.Sincerely,Macy's Executive Office###-###-####

[redacted]   [redacted]   October 10, 2016   [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 (DSNB).  Please accept my personal apology for any frustration or inconvenience that this matter may have caused you.   Upon researching you inquiry, I discovered that your account was noted of your request for a Cease and Desist on August 5, 2016.  We continued to send monthly billing statements as required by law however, due to your request for Cease and Desist; we are unable to proceed with your request for Debt Management through [redacted].   By using this account, you consented to the terms of the (DSNB) Credit Card Agreement (copy enclosed), which governs the use and reporting of this credit account, and includes your promise to pay for all purchases as well as other charges mentioned in the Agreement including interest charges and late fees.  Any delinquencies reported for this account were reported in accordance with that Agreement.  It is our policy to accurately report the account's history and payment performance to the credit reporting agencies.  As a courtesy to you, I reversed $222.00 in late fees.    In regards to the interest fees, interest is charged for the money loaned to you during that period, and will appear on the next month’s billing statement.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  The outstanding balance after my adjustment to the late fees is currently $655.00 with a payment of $406.50 including a $349.00 past due amount due by November 2, 2016.  The future balance may include fees applied in the future, and will remain on our records.  The account is now closed and more than 150 days delinquent and a payment is due immediately.  I encourage you to call our Collections Specialty Team at ###-###-#### to establish a payment plan or to negotiate a settlement offer.   [redacted], Macy's strives to assist our customers by offering hardship plans in certain situations that could lower your interest rate and set up reduced monthly payments when an account is closed to further purchases.  If I can be of any further assistance, please do not hesitate to contact me at the number listed below.   Sincerely,       Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed October 11, 2016   cc:  [redacted], Revdex.com