Macy's

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.  I spoke
with [redacted] directly to inform her we are currently working...

on having the
amount of $123.74 devalued from the gift card and transferred to her [redacted]
account.  The refund should post to her
account in the next five to seven business days.  Please have the customer contact me directly
at the telephone number listed below if credit does not post accordingly.  At this time, Macy's considers this matter
resolved and closed satisfactorily.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

[redacted]   [redacted]   April 19, 2017   [redacted]  [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.  As a liaison in this office, I was asked to review and respond to your concerns.  Please accept my sincere apology for any inconvenience you may have experienced in our [redacted] store with respect to the item you attempted to return.    My research found that you contacted both our [redacted] store and the District Office in an attempt to return or exchange a [redacted] watch.  Our return policy was explained and you were directed to contact the manufacturer for warranty information.  For clarification, we will gladly accept returns or exchanges for most Luxury Watch purchases with price tags attached as long as your item is in saleable condition and is within 30 days of purchase.  Certain restrictions apply to select items and are printed on your receipt.    Although I do not like to hear that we did not meet your customer service expectations, your comments are important to us, as they provide us an opportunity to follow up with the appropriate action.  Therefore, I have forwarded a copy of your letter, as well as my response, to the Regional Director of Stores, so that he may address these issues with the store personnel.  Please note that due to privacy and employment laws, we cannot discuss what specific steps were taken.   We regret that your email to Jeffrey G., the President and CEO of Macy’s, Inc., was returned as undeliverable, however, he has a special staff of individuals, like myself, who assist him in responding to all telephone calls and written inquiries.  I assure you that every letter that comes to our office is reviewed promptly and with the highest level of professionalism possible.  On occasion, we are not able to satisfy our customer's requests and Mr. G. is aware of that possibility.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  While we make every effort to accommodate our customers whenever possible, it is not always feasible. As such, I must respectfully decline your request. Your business is important to us, as well as appreciated.  We understand that you have a choice of where to shop and hope you allow us the opportunity to exceed your expectations in the future. 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             Regional Director, [redacted]

[redacted]   [redacted] September 9, 2016 [redacted] Re:  Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted]...

(lost/stolen)       Macy’s account ending in [redacted] (lost/stolen)       Macy’s account ending in [redacted] (closed) 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.  We sincerely regret any frustration you may have experienced regarding the fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on August 14, 2016, you called to dispute a charge on your account ending in [redacted].  At that time, we closed your Macy’s account as lost/stolen and a new account ending in [redacted] was issued.  However, while your account was under investigation, on August 29, 2016, a new charge was applied to the account ending in [redacted].  We received your telephone call on August 30, 2016, and this account was closed as lost/stolen resulting in the new account ending in [redacted] to be opened.  On this same day, the account ending in [redacted] was closed at your request and a Statement of Fraud form was sent.  On September 1, 2016, we completed our research and removed the fraudulent charges totaling $471.35.  Also, no negative information was sent to the credit reporting agencies regarding your Macy’s account. We realize that you have a choice of where to shop and it is regrettable that this has jeopardized our business relationship. I hope you will reconsider shopping at Macy’s in the future and allow us the opportunity to renew your faith in us. If I may be of assistance in the future, please do not hesitate to contact me at the telephone number listed below.  Sincerely,   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.  $25.00 is a slap in the face and you have not answered my questions...just ignored them and never answered them. I will be taking further action if this isn't resolved. I also wanted to add I have not received a phone call back from you. I would like to have your supervisors name and contact information immediately! 
Regards,
[redacted]

[redacted]   [redacted]           June 24, 2016     [redacted]   Re:  Revdex.com Complaint [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue.    Enclosed is a copy of my letter dated June 8, 2016; which addressed your original concerns to this issue.   Again, thank you for bringing your concerns to our attention.  If you have any further questions regarding this matter please contact our office to speak with me directly at the telephone number listed below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted], Revdex.com

July 14, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]       Macy’s store accounts ending in [redacted] (stolen) & [redacted] (closed)       Macy’s [redacted] account ending in [redacted]...

(closed)Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com and the letter you sent to [redacted], Chairman, Macy's, Inc.  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 sincerely regret any frustration you may have been caused regarding your fraud claim on your Macy’s account, and for the problems you encountered while attempting to resolve this matter. Upon review, I found that you called on March 9, 2016, and advised us that you received an email earlier that day from our Consumer Protection Department attempting to confirm a charge that was made on your Macy’s account ending in [redacted].  We immediately closed this account as lost/stolen and opened account ending in [redacted].  An investigation was initiated upon receipt of the Statement of Fraud form.  During the investigation, billing for the disputed amount should have been suspended and I sincerely apologize that your account was sent to Collections during the investigation process.  Be assured, I have shared a copy of your complaint along with my response with the appropriate party to address further. I am pleased to share that on May 25, 2016, we removed the $969.75 charge, $64.00 in late fees, $30.60 in credit protection charges, and $41.68 in interest charges from your account ending in [redacted], bringing your account to a zero ($0.00) balance.  As of March 10, 2016, your Macy’s [redacted] account ending in [redacted] also has a zero ($0.00) balance.  I have confirmed that both accounts have been closed per your request.[redacted], we understand that you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our business relationship.  Please do not hesitate to contact me at the telephone number listed below if I may be of further assistance.Sincerely,Monique M.Macy’s Executive Office###-###-#### Ext [redacted]cc: [redacted], Revdex.com      Manager, Consumer Protection Department

[redacted]   [redacted]
February 29, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's Account
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com regarding a Macy's account. ...

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 am sorry to learn that you are a victim of identity theft and that someone purportedly opened a Macy's account using your personal information.
Please be advised, the Macy's account opened fraudulently has been closed and has been removed from your credit report and our internal records.  Please allow the credit reporting agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request. 
Thank you for contacting this office with your concern and allowing me the opportunity to respond. I assure you that your loyalty is not only important, but also very much appreciated.  If you have any further questions or concerns, please contact me personally at the number below.
Sincerely,
Julia O.Macy's Executive Office
###-###-#### Extension [redacted]
cc: The Revdex.com
    Complaint #[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.  However, I was promised a letter of explanation from the President, which never happened.  I would suggest that you don't say you are going to supply something if you can not do so.
Regards,
[redacted]

November 1, 2017     [redacted]  [redacted]             Re:  Revdex.com Complaint ID [redacted]   Macy’s store account ending in [redacted]   Dear [redacted]...

[redacted]:  I am in receipt of your Revdex.com 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.  We sincerely regret any inconvenience you may have experienced as a result of this matter.    Macy’s is one of the founding participants in the Plenti program which is owned and operated by [redacted].  You may join the program for free to earn points whenever you make a purchase and present your Plenti card at any of the participating Plenti partners. At Macy’s, you earn one point for every dollar spent on qualifying purchases when you pay with your Macy’s card.  With Plenti, you can earn points at one place and redeem them at another participating partner.  Our records show that you pre-enrolled in the program on May 9, 2015, and your Macy’s card is linked to your Plenti card.  As of the date of this letter, you have accumulated 2,742 points but need to complete the enrollment process in order to redeem your earned points.  A copy of your May 9, 2015, receipt is attached as reference.  Because you state that you do not have your Plenti card, you will need to call Plenti at ###-###-#### to request a replacement card.  Once you receive your replacement card, you will be able to complete the enrollment process online at plenti.com and redeem your points at Macy’s or any of the participating partners.  [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Should you have additional questions, please contact me at the phone number listed below.  Sincerely,   [redacted] D. Macy’s Executive Office ###-###-#### Extension [redacted] Enclosure/ mailed November 1, 2017 cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
 
September 8, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [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.  Please
be assured that Macy's does not engage in fraudulent or unethical business
practices of any kind.  I apologize that
I was unable to reach you by phone.
 
We
regret any disappointment you may have experienced because the credit limit was
lowered on your Macy's account referenced above.  The amount of credit we extend to our
customers is set based upon a consumer's amount of debt, annual income, ability
to repay credit card debt, as well as their internal credit/payment history.  Per the enclosed terms of Department Stores
National Bank Credit Card Agreement, the Bank may increase or decrease your
credit limit at any time for any reason as permitted by law, without giving you
notice in advance unless required by law. 
 
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  I apologize for
any inconvenience this may have caused you.  Your business is important to us and we hope
that this situation has not jeopardized our business relationship.  If I may be of additional assistance, please
do not hesitate to contact me.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
Enclosure / mailed September 8, 2015
 
cc:  [redacted],
Revdex.com

November 30, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s [redacted] account ending
in [redacted] (closed on October 4,...

2015)
         Macy’s [redacted] account ending
in [redacted] (closed on September 22, 2015)
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 sincere apology for any
frustration or inconvenience you may have experienced concerning your Macy’s
[redacted] accounts and for the problems you encountered while trying to
resolve this matter.
Upon
review, I forwarded a copy of your complaint to our Fraud Department, and I am
pleased to inform you that our Fraud Specialists reviewed your case and removed
the full amount of the fraudulent purchase ($133.13) and any related fees
($71.31) on November 25, 2015.  Also, a
letter was sent notifying you that your Macy’s [redacted] account ending
in [redacted] was credited for the full amount of the fraudulent purchases.  I confirmed that we have cleared our internal
records of any delinquency associated with this issue, and requested that
[redacted], [redacted] and [redacted] delete the past due information from your
credit file.  Additionally, both accounts
listed above were closed with the dates referenced and cannot be reopened.
In
further research, I found that although you reported the fraud charges that
appeared on your Macy’s [redacted] account ending in [redacted] on September 8,
2015, we closed this account on September 22, 2015, and opened a new Macy’s
[redacted] account ending in [redacted]. 
The unauthorized charges were transferred to the new Macy’s American
Express account.  I am truly sorry for
the delay in sending you a Statement of Fraud, and removing the charges from
your account.  I am also disappointed
that although your account was noted that it is being investigated by the Fraud
Department, you continued to receive collection calls. Your feedback is critical as it assists us in
truly understanding our customers' experiences and directs our attention to
areas in which we can improve our service quality.  Therefore, I have shared a copy of your
complaint and my response with our Credit Customer Service Manager for
appropriate action. 
[redacted], we regret that this matter
escalated to this point; however, we appreciate the time you took to bring your
concerns to my attention and for giving me the opportunity to respond.  If I can be of any further assistance, do not
hesitate to contact me personally.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted],
Revdex.com
     Macy’s Credit Customer Service Manager

Dear [redacted], We are in receipt of Revdex.com Complaint # [redacted]  We have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you.William A.Macy’s Executive Office###-###-####cc: [redacted]

[redacted]   [redacted]
March 14, 2016
[redacted]
[redacted]
[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 (DSNB).
I regret any inconvenience you may have experienced with your Macy's account ending in [redacted].  A review of your account shows it was opened on April 2, 2015.  A purchase was made on April 2, 2015, totaling $63.10 and you received a New Account Discount of $12.63, leaving $50.47 as the balance owed with a $25.00 minimum payment due by May 4, 2015.  We did not receive the minimum payment due by May 4, 2015, resulting in a $25.00 late fee and $2.00 in interest charges, bringing the balance owed to $77.47 with a $75.00 minimum payment due by June 4, 2015.  We received your payment of $77.47 on May 14, 2015. 
Per the DSNB Credit Card Agreement, if you have been paying less than the Total New Balance on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges 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.  Therefore, since you paid less than the Total New Balance by May 4, 2015, and then paid the balance in full on May 14, 2015, a $2.00 interest charge was charged to your account on June 4, 2015.  The billing statement for the period ending June 4, 2015, shows this interest charge with a $2.00 payment due by July 4, 2015.  We did not receive this payment, resulting in additional fees each month.  The account charged off on January 10, 2016, with a balance of $62.00. 
Although these fees were properly charged, we will reverse the fees to bring the closed account to a zero ($0.00) balance.  We will also clear our internal records of any delinquency associated with this issue.  We will also request the credit reporting agencies to delete the late payment history from July 2015 to March 2016.  Kindly allow thirty (30) days for the agencies to modify their records to reflect the information contained in our request.
[redacted], thank you for bringing this matter to my attention and allowing me to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.
Sincerely,
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted]
    The Revdex.com

April 17, 2017  [redacted], We are in receipt of complaint ID #[redacted] regarding the customer whose recliner had stopped working. We contacted the customer and confirmed that she was approved for replacement of the recliner which is being delivered to her on 4/21/17.  At...

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

[redacted]   [redacted]
November 18, 2015
[redacted] 
[redacted] 
[redacted] 
Re:  Revdex.com complaint ID [redacted]
       ...

Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank: 
Contact Date with Customer:  November 14,
2015
Complaint Summary:  Mr. Trask complains that he
should not have been charged interest since he has set up automatic payments in
full on his account.  He asks that $4.00
in interest charges be refunded. 
Resolution:  I called Mr. Trask and we briefly discussed
his complaint and I apologized for his experience and any confusion there may
have been about his account.  I explained
that with Macy’s conversion to a new credit system, his automatic payments
ended.  He confirmed that he is able to
access his account through our website. 
I removed a $4.00 late fee and $6.00 in interest charges from his
account in the interest of customer service, which will be on his next
statement.  This resolved his
complaint. 
Michael J.  
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted]   [redacted]     November 14, 2016     [redacted], [redacted]   Re:  Revdex.com, Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your complaint...

filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.   In reviewing our records, I found that you placed a macys.com online order (#[redacted]) on October 14, 2016; for two Embellished Neck Dresses at $74.25 each before tax.  Your order total was $159.27 after sales tax.   When you visited the Macy’s [redacted] store in [redacted], **, on October 22, 2016, you returned one of the embellished neck dresses, and we refunded $79.63 to the original form of payment.  A copy of your receipt was emailed to you at “[redacted];” however, I have enclosed a copy of that receipt for your review.   I reviewed our merchant credit card processing records and found this refund of $79.63 was marked as “settled” which means that your bank accepted the refund.  I encourage you to contact your bank to submit a dispute for this charge; I suggest that you furnish the enclosed receipt to your bank in supporting your claim so they may be able to research what may have occurred with the refund on their end.   [redacted], I can assure you that Macy’s has taken the proper steps with regard to processing your refund; however, I do regret learning you are experiencing continued difficulty with this matter.  Should you need additional information from Macy’s, I have provided my direct contact information for you below and would love to assist you with this matter in any way possible.  Thank you for allowing me the opportunity to respond to your concerns.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 14, 2016   cc:  [redacted], Revdex.com

November 28, 2017[redacted]Dear [redacted]:I am in receipt of your complaint #[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. Thank you for choosing Macy's for your shopping needs. We have given 20% off of your most recent order referenced in your complaint. After speaking with you 11/28/2017, you have informed me that this resolved your concern. I apologize for the inconvenience of our site errors to the ordering process. If you have any questions or concerns, please contact us at the telephone number listed below.Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

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 did receive a new mattress but that does not address the fact that I had to take a day off from work without pay when the mattress should not have been delivered when it was damaged in the first place. Besides having to take an unpaid day off, I was never given a 2 hour time frame for my delivery and sat around until 3:00pm. I have been a loyal Macy's customer and card holder since 2008 and I expect to be compensated for the inconvenience, poor customer service and losing a day's pay.
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.  
Macy's never really resolved anything.  They just waited for the hold to "fall off."  Although it is true that this came to be their customer service is shockingly bad (the people in their call center don't know anything and actually make it worse with misinformation and continually wasting the customer's time.  Notwithstanding that the hold is now released this was through no help from Macy's and I am submitting to you so you have a record of their very poor customer service.  For this reason despite the matter being "closed" it was not done so "satisfactorily."
Regards,
[redacted]

Dear [redacted]: We have received the Revdex.com Complaint ID [redacted] for [redacted]. I spoke with [redacted] this morning stating he received a gift card that was to be applied back to his original method of payment. He was promised a call back from one of our representatives that never came. I...

apologized for his inconvenience and have submitted the request for the funds from the gift card be applied back to the original method of payment. He will see that posted to his account within 7-10 business days.Based on the above, we consider this issue resolved. Sincerely,Michele S.Macy's Executive Office###-###-####