Macy's

Revdex.com:The business response indicated that I terminated the call. I was on the phone for long time and the call was very disturbed. I waited for long time and could not hear well. 
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]

[redacted]   [redacted]   February 15, 2017     [redacted]   Re: Macy’s Account Ending in [redacted]        Better Business Complaint ID: [redacted]   Dear [redacted]:   I am in receipt of additional correspondence forwarded to Macy’s Executive Office by the Revdex.com regarding your complaint.  As a representative of Macy’s Executive Office, I am responding to your concerns on behalf of Department Stores National Bank (DSNB).   In my previous correspondence, dated January 18, 2017, I explained that we have no record of receiving a payment for $80.59 as noted in your complaint.  Additionally, the confirmation number you provided, [redacted], is not one of our confirmation numbers; our confirmation numbers contain more digits.    If you have documentation showing any payments that have not been applied to your account, please fax or mail it to my attention for immediate research.  Our records indicate we have requested this documentation previously.   The current account balance is $360.56.  Your voluntary payment may be sent to: Macy’s  [redacted].    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 not the Bank's policy to remove any delinquencies from your credit report, unless it occurred as a result of a billing dispute 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, our records indicate we did not receive payments on the account from October 2015 to the present time.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on October 28, 2015, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting'”.    [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,     Nancy M. Macy's Executive Office ###-###-#### Extension [redacted]  The Macy's card is issued by Department Stores National Bank.

April 10, 2017     [redacted]   Re: Revdex.com complaint #[redacted]        Macy’s Money Promotion   Dear [redacted]:   I am in receipt of your complaint filed with the Better...

Business Bureau 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 the trouble you had trying to apply your Macy’s Money to your online order.   I have reviewed your Macy’s Money gift cards and confirmed that both cards had available funds and were active until the expiration date of April 2, 2017.  For future reference, if you ever have trouble completing your online order with us please call macys.com customer service at ###-###-#### during your transaction to request assistance.    The Macy’s Money promotion is extended during certain time frames with specified redemption dates as determined by our marketing department.  It is offered as an incentive for shopping and is intended to prompt our customers to shop with us during the redemption period.  The promotional cards expire and the earned Macy’s Money will not be honored beyond that date.  Therefore, we would not offer a way to add a credit onto your account or another instrument that would allow future use of the promotional funds.    [redacted], we value you as a customer and appreciate your business.  In the spirit of good customer service, I have included a $25.00 Macy’s gift card that does not expire and can be used online or in store.  If I can be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com   Enclosures / mailed April 10, 2017

[redacted]   [redacted]
March
25, 2016
[redacted]
Re:
Macy's [redacted] 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.
I apologize for any
inconvenience you may have experienced with your above referenced Macy's
account.  After an investigation by our
Fraud Department, we determined charges totaling $320.00 to be fraudulent.  Therefore, these charges will be
cleared.  Late fees and interest charges
totaling $262.12 will also be removed to bring the account to a zero ($0.00)
balance.
We will clear our internal
records of any delinquency associated with this issue, and will instruct the
credit reporting agencies to update their records and delete any history of
delinquency from the time period of June 2015 through March 2016.  Please allow the agencies approximately
thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of
this request.
[redacted], although this
account is closed, please be assured we appreciate your business.  If you wish, you may apply for a new Macy's
account at any of our stores or online at macys.com.  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  
[redacted] is a federally registered service
mark of [redacted] and is used by Department Stores National Bank
pursuant to a license. This credit card program is issued and administered by
Department Stores National Bank.

December 11, 2017  [redacted] Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I am responding to your further concerns for this issue. We do regret that the delay in resolving the issue did not meet your expectations for Macy's customer service, or our own. Certainly, your comments and recommendations are of importance in improving this service. Macy's ongoing training and coaching opportunities do make use of our customers' experiences. A $25.00 Macy's gift card is being sent in consideration for you. This will arrive in a plain white envelope. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

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 cancellation of order number [redacted], as well as
the feedback...

provided concerning our consumer protection policies.  I have spoken to [redacted] and apologized for
the inconveniences of the delays as outlined in her complaint. As a result of
this discussion, credits in the amounts of $54.40 and $54.44 will post to her
American Express account ending in 1016 in the next three to five business
days.  Based on the above, Macy's
considers this matter resolved and closed satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

March 28, 2016
[redacted]
Re:  RevDex.com complaint #[redacted]
        Macy’s [redacted] account ending in [redacted]
On behalf of...

Department Stores National Bank:
Contact Date(s) With
Customer:  March 28, 2016
Complaint Summary:  [redacted] had her wallet stolen on September
19, 2015 and incurred multiple fraud charges on her account the next day.  She filed a police report on September 21,
2015 and was informed by our fraud department she would need to complete a
statement of fraud and send it to us with a copy of the police report.  She mailed the forms in October 2015 and has
spoken to the fraud department on numerous occasions since.  [redacted] was informed the charges would be
removed before January 31, 2016.  As of
March 9, 2016 the charges have not been removed.
Resolution:  I contacted [redacted] to advise our fraud
department reviewed the case and removed the charges.  The fraudulent amount of $65.51, late fees totaling
$176.00, interest charges of $13.89 and the credit protection charges totaling
$4.67 have been removed from the account listed above.  [redacted] requested for the account to be
closed, which I then confirmed it was closed on January 30, 2016.  I apologized for the delay in removing the
charges and advised our internal records of the delinquencies have been
removed.  I also requested that [redacted],
[redacted], and [redacted] remove any delinquency associated with this
issue.  Kindly allow at least seven (7)
to ten (10) days for the agencies to update their records.  This resolved her concerns.
Stephanie C.
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 have determined that this does not resolve my complaint.  I see the credit agencies still have march as delinguent. I can not say my complaint is resolved until I see march also removed. If that takes up to 30 days as noted by Macys, it will take that long for me to mark this as resolved.
Regards,
[redacted]

April 11, 2016 [redacted]
[redacted]
[redacted] Re:  Revdex.com ID [redacted] Dear [redacted]:  I am in receipt of your complaint forwarded to Macy's Executive Office by the Revdex.com.  As a...

representative of this office, I was asked to review and respond to your concerns.  Please accept my sincere apology for any inconvenience you may have experienced with respect to merchandise you attempted to return to the Macy's [redacted] store.  Unfortunately, your inquiry did not provide specific details and I was unable to reach you by phone on March 25, 2015, or leave you a voice message as your inbox was full.  I was able to send you an email on that same day to [redacted] advising that I would need more information in order to assist you.    Macy's has a very liberal return policy.  If the item was purchased in a Macy’s store and is not a clearance “final sale” item, or, merchandise from “Last Act” or “Backstage” item, Macy’s will accept for return any merchandise with a receipt and receive a full refund to the original form of payment.  If you do not have a receipt or proof of purchase, you will receive a store credit for the item’s lowest selling price within the last 180 days.  Returns with proof of purchase that cannot be validated by Macy’s systems will be handled as a non-proof of purchase return.  In regards to the top that you stated you purchased, our policy is to verify the pricing at the time of sale, and if an item is eligible for a coupon discount, it is applied at the register.  Not all of our sale items qualify for coupon promotions and these exclusions are clearly marked on the back of the coupon.  In both of these circumstances, it is our policy in the Executive Office not to override a store’s decision in these matters.  I’m happy to assist you by reviewing your receipt information and reach out to the store manager on your behalf but need the receipt information to do so.  [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

Re: Revdex.com Compliant ID [redacted]
 
Dear
[redacted]: 
 
We
received the complaint for [redacted] regarding ID [redacted]. The customer stated
that they wanted their order replaced. 
Our records indicate the order was replaced on June 29, 2015 and
delivered on July 3,...

2015.  At this time,
Bloomingdale's considers this matter closed.
 
Sincerely,
 
 
 
Jaime R.
Bloomingdale'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.  Thank you for your help. I just wanted some confirmation that the job was done. 
Sincerely,
[redacted]

[redacted], I am in receipt of your complaint # [redacted], [redacted],  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.  Please accept my apologies for the miscommunication...

regarding this matter.  [redacted] issue was resolved on 09/14/2016 and a credit was issued to the customer.  At this time Macy’s considers this matter closed to the satisfaction of our customer.   Teresa M.– Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team

October 2, 2017   [redacted]  [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]...

        Macy’s account ending in [redacted]   Dear [redacted]:    I am in receipt of a complaint filed by [redacted], with the Revdex.com and forwarded to Macy’s Executive Office.  As both of these accounts are individual accounts and listed in your name only, I am addressing my response to you.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    We sincerely regret any misinformation you may have received from our store associate regarding the need to upgrade your Macy’s store account to a Macy’s [redacted].  On September 28, 2017, I forwarded your concerns to the Vice President Store Manager of Macy’s [redacted], Elyse A., regarding this issue.  I was pleased to learn that she had contacted you and apologized for the confusion. She also confirmed that she will have discussions with all of her associates to ensure they are clear in their explanation when offering the Macy's [redacted] Card.  In addition, she offered to send you Macy’s Money as a gesture of goodwill.    Regarding your request to upgrade your Star Rewards level to the Platinum level, please know that each Macy’s account is independently reviewed for qualifying purchases, and accounts cannot be combined.  We are sorry for disappointing you in this matter.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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

[redacted],
We
are in receipt of the rebuttal for Complaint ID #[redacted] regarding the
advertising of our delivery fee. In response to the consumer complaint, as
previously advised, we do not advertise our pricing for furniture and
mattresses as  “delivery included” . 
Therefore a consumer should not assume the delivery fee is included on
our price tags in store or our pricing featured online.  We do have several ways in which we alert our
customers about delivery fees that are applied to any order that will be
delivered.
At
this time we will not be changing our advertising policy as our methods are
well within standard. However, we will send the consumer's feedback to the
appropriate personnel, as we appreciate all criticism from our customers.  At this time Macy's will consider this matter
closed, and we will not respond to any additional rebuttals regarding this
matter.
Thanks,
Macy's
Executive Office

[redacted]   [redacted]
February 2, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's
account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Macy's Executive Office
by the Revdex.com.  As a
representative of this office and because I am familiar with your account, 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.  
Thank
you for the courtesy you extended to me during our phone conversation on
January 28, 2016, and confirming that you received your card.  I apologize that the initial card was received
later than you expected.  When we
discussed the status of your account on December 15, 2015, and we updated our
address it was not clear at that time if your card had already been sent.  When we spoke on December 31, 2015, you
confirmed that you hadn’t received your card and we ordered a new one for
you.  Please use the second card that you
received and destroy the first one that was issued. 
[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

April 20, 2017[redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s account ending in [redacted] (closed, lost) Macy’s account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your Revdex.com Complaint which was forwarded to Macy’s Executive Office. As a liaison of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. We sincerely regret any frustration that you may have experienced regarding the alleged fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter. Upon review, I found that on December 27, 2016, you disputed the charges on your account. At that time, we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued. I was disappointed to hear that you called monthly with no resolution to your complaint and also regret hearing of the customer service issues you describe in your letter, as it is not indicative of the quality customer service we strive to provide. Please be advised that the information you provided as well as my response were forwarded to the appropriate management so that they may address this issue directly with the associates involved.Unfortunately, our records cannot confirm a [redacted] being sent to the Executive Office. However, our records indicate that you called into our Fraud Claims Department on February 6, 2017, and were advised that the previous claim filed on December 27, 2016, was denied due to a normal shopping pattern. When the representative attempted to connect you with a supervisor as you requested, I see that you disconnected the line. Per our conversation held on February 9, 2017, I partnered with my supervisor, Jay S., and the appropriate management in our Fraud Claims Department to request further assistance with the claims investigation. We were informed that the Statement of Fraud which was received on July 26, 2016, reported transactions from August 2015, through December 2015. The transactions which were located for this claim were online and in store orders placed on July 5, 2015, August 2, 2015, and September 12, 2015. For the order placed on July 5, 2015, I have confirmed a [redacted] Tote and a [redacted] purse were ordered. And on July 15, 2015, the [redacted] Tote was returned to our [redacted] store location, in the amount of $77.75 to the account ending in [redacted]. For the order placed on August 2, 2015, our records show a pair of [redacted] Jeans were purchased and then returned on August 11, 2015, to our [redacted] store location. The return receipt shows a refund in the amount of $50.76 was applied to your account ending in [redacted].On September 12, 2015, a debit of $25.00 was applied to your account ending in [redacted], for the enrollment of our Thanks for Sharing program. Our records do not indicate that an account look up was requested, which means that the physical card was presented at the time of enrollment. I have enclosed all receipts for your review. Be assured that while our video surveillance recordings are proprietary to our company and cannot be shared with our customers, we recommend that they file a police report in situations such as this. We will fully cooperate with law enforcement should they request us to do so. If you wish to send a detailed Statement of Fraud, with each transaction that you would like to dispute to our Fraud Claims Department, please feel free to fill out the enclosed Statement of Fraud at your earliest convenience. Respectfully, I must decline your request to remove any fees assessed regarding this matter. As of the date of this letter, your account has a balance of $727.54, with a minimum payment due of $224.66, (including a past due balance of $164.00) due on or before April 25, 2017. On March 29, 2017, the account was closed.[redacted], please understand that we are happy to satisfy our customers in any way possible, however, in order for all our customers to receive fair and consistent treatment, we must adhere to specific policies and procedures in our credit practices. If I may be of further assistance on an additional matter, please feel free to contact me at the telephone number listed below.Sincerely,Tyeisha B.Macy’s Executive Office###-###-#### Extension [redacted]EnclosuresCc: [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. 
Regards,
[redacted]    I had many conversations with Steven on the phone and I understand what he explained about government interference in my account and that Macy's has to follow these regulations (which are unconstitutional).  I went over my account very carefully with him and he told what I had to pay for the coming month, regarding the different plans I have so that ALL would be covered adequately.  I just received my monthly statement and, of course, EVERY ACCOUNT is screwed up! I always expect this from Macy's, but I have to say I was quite dismayed when I received it as I believed everything was straightened out!!Since I have filed this report I have talked to many people who are also constantly having problems with their accounts also.  I will not be remotely satisfied until this is COMPLETELY STRAIGGHTENED out.  No wonder so many of their stores are closing.                    [redacted]

[redacted], We received the complaint for [redacted] regarding ID [redacted]. The customer stated they never received the full refund for the returned merchandise. We have processed a sales audit to refund the customer for the mirror and dresser which were not included in the return credit. In...

addition, we have refunded the customer for the late fees they incurred. Macy's Executive Office  Jon A. | 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 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]

[redacted]   [redacted]
February 22, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Macy's Account ending in
[redacted]
Dear
[redacted]: 
I am
in receipt of your recent complaint filed with the Revdex.com
regarding your Macy's 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.
I
regret you were dissatisfied with our previous letter dated February 11,
2016.  However, our response has not
changed. The balance of $1,392.47 will remain on our records. 
You
have requested a copy of the original application and signature used to open
this account.  Because of the length of
time that has passed since the account was opened, no signed document is
available. The signed sales receipts are your agreement to pay your account in
accordance with the terms of the credit card agreement.
[redacted], please contact me at the telephone number below if you have additional
questions.
Sincerely,
Julia O.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: The RevDex.com
      Complaint
#[redacted]  
The Macy's card is issued by Department Stores
National Bank.