Macy's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], see that my account has already been credited, and find that this resolution is satisfactory to me.
For the returned item issue - I called the same customer service line on
12/29, and they were not able to provide a reason as to why the item was
returned. Then, I looked into the FedEx tracking log, and saw that
the item was broken before it could be delivered and was therefore rerouted
back to the shipped from location. Instead of telling me that the item
was returned without explanation and refunding my money, I would have expected
them to send out another shipment, or at least ask how I would like to
proceed. When I shared this with the customer service rep, she said I
could place another order for the item. When I said the price was higher
she told me that I could reference the original order number, and I could get
the lower price again. When she asked me if I wanted to place the order,
before I could say anything, she hung up on me. I called in again, and
was able to place an order for the item at the original price and still with
free shipping. I will follow up when the item is finally received.
I persisted on this issue on my own as it was not the major focus of this
complaint
Regards,
[redacted]

September 29, 2015
 
 
[redacted]...

[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted]
 
On behalf of Department
Stores National Bank:  
 
Contact Date with Customer:  September 25, 2015
 
Complaint Summary:  [redacted] was unable to reach anyone in the
store or customer service by phone.  She
states it is a loop with several options but she was unable to reach a person.  She also has not received her merchandise,
which she ordered from the store and was unable to access her account online.
 
Resolution:  I
called [redacted] and apologized for her experience.  She advised me she received the merchandise
from the store as well as the online access account access but her main concern
was the endless loop with our phone system. 
I was happy to hear the store was able to assist her.  I advised her we are experiencing a large
volume of calls causing a longer wait time and have experienced some issues
with our automated phone system.  I
assured her we take all customer feedback seriously, as it assists us in
understanding our customers' experiences and directs our attention to areas in
which we can improve our service quality. 
In addition, I would forward her comments to the appropriate management
for review, and that we appreciate her being a long time customer.  I thanked her for speaking with me
today. 
 
 
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

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]well, I heard from Macy's and lots of talk but not so much action, so fat received $36 of $60 rebates and $24 outstanding, so not sure how much longer I have to wait?in macus rebate center correspondence, I noticed geargia address mentioned by rep so not sure ifniy was lost, sent to wrong place or what, don't really care not for me to research, I just want what I'm owed.[redacted]

September 26, 2017  [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who is looking for full refund for the mattress set due to wrong bed frame was delivered. The correct bed frame has been delivered to the customer and has been compensated already....

We spoke to the customer and offered additional compensation which he accepted. At this time, Macy's will consider this matter closed. Thank You, Sincerely,Macy's Executive Office

[redacted],
We
are in receipt of Complaint Id #[redacted] regarding the fees attached to the
customer's return. Although we offer our customers the option to return bedding
within a specific time frame, we must charge a restocking fee and a pick fee,
as this type of merchandise cannot be...

resold once delivered. In this case the
customer is requesting to return merchandise due to preference, and not because
of a defect. We have a return with fees in our system for the customer.
However, as a one time accommodation, we will issue a credit for the restocking
fee deducted after the merchandise is returned to our fulfillment center.  Any future furniture and mattress returns
will qualify for fees.  At this time
Macy's will consider this matter closed.
Thanks,
Macy's
Executive Office

Good Morning [redacted], I have seen the rebuttal from [redacted].  The customers terms were changed from the 12 month to the 24 month terms on 9/25/2017.  The original request to change the terms were sent over for approval on 9/20/2017.  The customer will see the correct 24 month terms on her next statement date of 10/17/2017.  I have called the customer today and left a voice mail message at 11:44am explaining when terms will reflect correctly.    I also left my contact information for her to call me back.     If you should have any further questions, please let me know. Thank you,Sandy      Sandy M.Omnichannel Presidential Liason  Correspondent | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

April 10, 2017   [redacted]   Re: Revdex.com, Complaint ID [redacted]         Macy’s account ending in [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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my apologies for any frustration our collection calls may have caused you.   Please accept my sincere apologies for any frustration you may have experienced in attempting to get this matter resolved. I understand you have had a pending fraud claim since December 2015, and that you have not seen this resolved since the case was established. In researching these issues, I found that an error occurred in the clearance process where the representative mistakenly debited your account (instead of a credit) in the amount of $236.75 which caused delinquency on your account. I regret the time it took to resolve this issue; however, I am pleased to advise that your account has been properly corrected, and has a zero ($0.00) balance.   I am concerned to learn of your difficulty in closing your Macy’s account. Be assured this is not typical of the level of service we strive to provide, and I have shared your feedback with our Customer Service Management to ensure this is addressed with the appropriate parties.  I regret to confirm that at your request, your Macy’s account was closed on March 10, 2017.  Additionally, we have requested the credit reporting agencies to remove all previously reported delinquency on your Macy’s account since December of 2015. This letter shall serve as confirmation of our request.   [redacted], I am disappointed that this matter was not resolved in a timely manner.  Although you have closed your Macy’s account, we hope you continue to shop in our store.  Please accept the enclosed $50.00 in Macy’s Money Certificates as a gesture of good will for this unfortunate situation.  If I may be of further assistance to you, please feel free to contact me at the telephone number listed below.   Sincerely,   Stephen Casali Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed April 10, 2017   cc:  [redacted], Revdex.com       Macy’s Customer Service Management

[redacted], We are in receipt of complaint ID [redacted] for [redacted]. We have partnered with [redacted] (WorryNoMore), and have been advised the part for [redacted] sofa has an estimated arrival time of 4-11-17. At this time, Macy's finds this matter resolved.Thank You,Macy's Executive...

Office Jill B.Omnichannel Presidential Administrator | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

July 18, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your additional complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a representative of Macy's Executive Office, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.  I’m sincerely sorry for any continued frustration this matter may have caused you.In reviewing your account, on June 17, 2016, your payments were allocated correctly, resulting in a zero ($0.00) balance on your Special Event Account types.  Unfortunately, due to these allocations, an error occurred and your account was debited an additional $925.16.  This amount was removed on July 12, 2016, causing a balance of $7,658.66 (including your payment of $300.00 that was processed on July 9, 2016).  However, as a token of our apology, I have removed a total of $311.55 in interest charges, resulting in a current total balance of $7,342.08.[redacted], thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help. Sincerely,Stephanie C.Macy's Executive Office###-###-#### Extension[redacted]cc:  [redacted], Revdex.com

December 27, 2017[redacted]Revdex.com Cincinnati1 E 4th StSte 600Cincinnati, OH 45202Response to Revdex.com Complaint # [redacted]Dear [redacted]: We have spoken to and have reviewed all matters as expressed in the complaint. The customer has received the merchandise and we are sending him a gift card due to...

the inconvenience and frustration. At this time, we consider this issue resolved.Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted] Carrie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
January 13, 2016
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in...

[redacted]
Dear
Ms. Velasquez: 
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 (DSNB).  
I
regret that you were given the incorrect balance when you contacted our Credit
Customer Service Department. Based on that information, I have credited back
the late fees totaling $65.00 and interest charges totaling $4.00.  As a courtesy, I also credited the purchase
of $49.36.  These credits with your
payment dated January 6, 2015 for $118.36 created a credit balance of $118.36.  I have requested that check be mailed to you
under separate cover.
[redacted],
we understand you have a choice of where to shop and we are sorry this
misunderstanding may have jeopardized our relationship.  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,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

October 18, 2016 [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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you. In researching your account, I confirmed that on August 4, 2016, while speaking with our Credit Customer Service department, you were informed the late fees and interest charges incurred in February and March 2016, would be removed as a courtesy.  On October 12, 2016, I credited the $64.00 in late fees and $8.61 interest charges back to your account.  I have requested a refund check be mailed to you in the amount of $72.61.  Please allow seven to ten (7-10) days to receive the check in the mail.  I apologize that this was not processed during that conversation, but rest assured I have escalated this to the individual’s Manager to be addressed further. In regards to receiving your billing statements, our records confirm they were mailed to the address listed above.  Even though we do process and mail your statements in accordance with the 21 day regulatory requirement, we unfortunately do not have control over how long it takes for the postal service to deliver your statements to your address.  You may wish to visit your local post office and discuss your concerns if you are experiencing a delay in receiving your mail.  I have included a copy of your statements for February 2016 through May 2016 for your records.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] update their records and delete any history of delinquency for the time period of May 2016 through October 2016 on your account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.  [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,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures / mailed Oct. 18, 2016 cc: [redacted], Revdex.com      Manager, Credit Customer Service

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].We have reached out to the customer regarding her customer service experience and have not received a response. Her concern was regarding the use of overseas representatives and the level of service they...

provided. Our policy is to provide outstanding customer service with an emphasis on respect. We would like the opportunity to service her again, however, we need to be able to speak to her. Until that time, we will close the complaint. Michele S.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

July 13, 2016 [redacted]  Re: Revdex.com Complaint [redacted]        Macy’s [redacted] account ending in [redacted]  Dear [redacted]:  I am in receipt of your recent complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in that office, I was asked to respond to your continued concerns on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience this matter may have caused. My research in to your complaint verified that our position on this situation has not changed.  As explained in our initial response, dated June 24, 2016, we are unable to accept your claim that the balance remaining on your account is fraudulent.  Nearly four years has passed since that transaction, and the 60-day time limit to file a dispute is no longer available to you.  In addition, our Fraud Claims Department recently reviewed your account activity.  Your claim of fraud was denied because a PIN must be used to request a cash advance.  Also, there is no report of your card being lost or stolen.  They confirmed their decision in a letter to you.  This letter will confirm that your account is closed with a balance of $2,300.00.  We have removed that amount from dispute; therefore payments are required going forward as shown on your billing statements.   [redacted], thank you for allowing me to respond.  If I may be of any assistance on another matter in the future, feel free to contact me at the telephone number listed below. Sincerely,Michael J.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted] Revdex.com

Dear Sir,This note concerns the following claim:Complaint ID: [redacted] Complaint Type: Business Complaint Date Filed: 8/28/2015 4:55 PMMacy's did reach out to me concerning this complaint.  They did acknowledge that some items were still listed on their website when they were actually sold out of them.  Since they were not able to provide the same set which was advertised, they did offer discounted pricing on another set of furniture; which we accepted.It is fine to mark this claim as closed.[redacted]###-###-####

May 27, 2016     [redacted] Revdex.com 1 East Fourth Street Suite 600 Cincinnati, OH 45202   RE:  Complaint ID [redacted] for [redacted]   Dear [redacted]:   We are in receipt of your recent inquiry with regard to the complaint ID referenced above.   Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged.    Should [redacted] present you with any new information to research, we would be happy to review it.    If you should have any questions or concerns, please contact us.    Sincerely,     Nancy M. Macy’s Executive Office ###-###-####   Tell us why here...

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.  
Basically the language can be used to exclude any piece of clothing based on their interpretation of what "athletic" gear is.  When I called I was told the tiem was excluded due to being a Nike brand product, this answer above is completely different and I find it arbitrary.  Macy's is going to great lengths to save $25. 
Regards,
[redacted]

[redacted]     November 14, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Dear [redacted]:    I am in receipt of your complaint filed with the...

Revdex.com and forwarded to Macy's Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.    We were pleased to learn of the excellent service that you received from Samantha when you contacted the [redacted] Mall.  We are always happy to hear when one of our associates makes an outstanding impression and were pleased she has chosen to work for us.  I have forwarded a copy of your letter to the Store Manager, to ensure that Samantha will receive the appropriate recognition.   In addition, it was disheartening to hear about the problems you encountered at the [redacted] Mall and I do apologize for any inconvenience you may have experienced.  Please 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.  I have forwarded a copy of your letter to the Store Manager for review.   [redacted], thank you for taking the time to send us your feedback.  We are always looking for ways to improve our service and your comments are critical to that goal.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,   Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com         [redacted] Mall, Store Manager         [redacted] Mall, Store Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]0, and find that this resolution is satisfactory to me.  Although I am not looking for a gift reward I simply wanted Macy's to know that they inconvenienced me and that they shouldn't harass customers when Macy's was in the wrong.
Regards,
[redacted]

December 6, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]        Macy’s store account ending in [redacted]   Dear [redacted]:   We are in receipt of your additional comments 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 be assured that the Bank does not participate in dishonest or deceptive business practices of any kind.    As explained in our previous response letter dated November 28, 2017, you applied for and were issued a Macy’s [redacted] card on June 21, 2015, with two separate lines of credit.  Because these accounts have different billing dates, we send a separate billing statement for each account to the billing address on file and matching the address noted above.  Our records show that paper statements were being sent to the billing address on file as of September 9, 2015, and we have no record of returned mail.    On November 17, 2017, our representative removed $74.00 in late fees as a courtesy to you.  Our records indicate a Manager attempted to contact you twice by phone on November 20, 2017, regarding this complaint; however, there was no answer.  On November 21, 2017, Ms. D. removed the remaining $37.00 late fee and on November 28, 2017, the remaining $2.00 interest charge resulting in a zero ($0.00) balance on the account.    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 review of the account, we found the information to be correct; therefore, I must decline your request to remove the delinquency from your credit report as you requested.    [redacted], I hope this letter clarifies any issue you felt remained unresolved.  Should you have any other questions, please feel free to call me at the number below.   Sincerely, Rhea Belyeu Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com