Macy's

[
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]

July 25, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted], [redacted], [redacted] (closed) & [redacted] (fraudulent)       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.   All accounts in your name, referenced above, are closed, as stated in my previous letter, dated July 18, 2016.  At this time, the only account reported by you as fraudulent was your account ending in [redacted]. Without speaking with you, I am unable to determine which other accounts you believe were subject to fraudulent activity. I hoped to discuss this matter with you personally; however, my attempts to reach you were unsuccessful.  I have listed my telephone contact information below and would welcome the chance to speak with you.  Respectfully I must decline your request for compensation.  We apply our credit policies uniformly to all of our customers and cannot make an exception to provide a full refund of any payments towards your account(s) or for any expenses paid to protect your identity. As stated in my previous letter, I have not located any payments on your account that require a credit or refund be issued, and you have not provided any additional information needed to evaluate this request further.  If you believe you have made payments toward charges that were incurred fraudulently, please contact me and provide additional information regarding the relevant payment(s) so that I can further evaluate your request. [redacted], thank you for taking the time to reach out to us.  Please contact me directly to discuss all of the accounts referenced above. Sincerely,  Monique M.Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

Dear [redacted], After several attempts to reach you, unfortunately we were unsuccessful. I will stay available to you and hope to hear from you soon in regarding your issue.Thank you for your time, please don’t hesitate to call me when you are ready. Thank you,  Dakota B.|...

Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [redacted]

My name is [redacted] and I filed a complaint about Macy's credit card with you on September 21st. Macy's headquarters has called me and resolved the issue. I would like to go ahead and close my complaint with them. They have satisfactorily resolved my complaint. Please let me know if there are...

any next steps I need to take.

Good morning [redacted], Per my research on [redacted] investigation withtracking#[redacted] shows that package was lost in transit and will be refunding merchant. Allow 5-7 business days for refund. Voicemail left for customer in regards to refund of entire order.  Apology given and issue...

considered to be resolved. Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

March 7, 2017   [redacted] [redacted]   Re: Revdex.com Complaint ID [redacted]    Dear [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 inquiry on behalf of Department Stores National Bank.  Please accept my sincere apology for any frustration this situation may have caused.    As you mention in your complaint, Macy’s return policy states that we will accept merchandise for exchange or return for up to one year after you purchase it, if it is in saleable condition. These decisions are made by the store management as they are in the best position to assess the return merchandise. I contacted the [redacted] Center store for additional information about your experience in the store on February 18, 2017. Store management investigated and confirmed that your backpack has been used and is not defective. Also, it was deemed as not in saleable condition and is not eligible for return.   Thank you for taking the time to bring your concerns to our attention. Please note that the service you described receiving is not indicative of the quality customer service we strive to provide. Macy's expects each facet of its operations to meet exceedingly high levels of service. It appears we may have fallen short of that goal in this instance. Your feedback assists us in understanding our customers' experiences and provides us an opportunity to follow up with the appropriate action. Accordingly, I shared your complaint with the store manager, so he can follow up with the appropriate action.     [redacted], thank you for this opportunity to respond. While we would like to respond favorably to every customer, at times it is not feasible. We hope you can understand our position although it may differ from your own. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future. If you need assistance on another matter, feel free to call me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extensio[redacted]   cc: [redacted], Revdex.com

December 14, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]   Dear [redacted]:   We are in receipt of your complaint filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Offices,...

where as a liaison, I was asked to review and respond to your inquiry. Please accept my sincere apology for any inconvenience this matter may have caused.   My research confirmed that the return policy for purchases made in Macy’s Fine Rug Gallery is seven (7) days. You state in the complaint that you purchased your wool rug on December 21, 2013. Since four years have passed, it is beyond the timeframe to allow a return. While there is a one-year limited warranty on our rugs, shedding is not considered a manufacturing defect. However, as you were informed previously, with regular vacuuming and normal traffic, the shedding should decrease with time.   [redacted], I understand this is not the response you were seeking, but I hope you can understand our position, although it may differ from yours. While we would like to respond positively to every customer, at times it is not feasible. In order for all our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our return practices. If I may be of 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

February 12, 2016
[redacted]
, 
re: Revdex.com
Complaint ID: # [redacted]
Dear
[redacted]: 
On
behalf of Macy's Executive Office, please accept my apology that you have
additional concerns regarding this issue.
Upon
your request, a Macy's gift card is being sent for $121.12. This will be in a
plain envelope and delivery should be within 5 days. Thank you for allowing me
to resolve the issue for you.
If I
can be of further assistance, please do not hesitate to contact me at the
number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted], Cincinnati Revdex.com

Dear [redacted]:  I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when your order was cancelled and funds not processed back to your original form of...

payment.  You will be receiving a $55.00 Macy's gift card. This will come in a plain white envelope.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,  Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted],
We
are in receipt of complaint ID #[redacted] regarding the customer's parts order
delay from Macy's. The seat cushion casing has been shipped out to the customer
via [redacted] today. The customer has been notified via email with the tracking
number. At this time, Macy's will...

consider this matter closed. 
Thanks,
Macy's
Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.1.  As stated previously, I did NOT receive email statements or paper statements for the time in question.2.  As stated previously, my email was compromised and it WAS during this period in question. Apparently it had been going on for quite a while without my knowledge. The emails apparently went directly to trash and NOT spam. I always checked my spam but not my trash. I DID NOT KNOW THIS WAS GOING ON UNTIL THIS MACY'S INCIDENT. THIS DID AFFECT MY NOT PAYING MY BILL BECAUSE I DIDN'T GET I**3. As previously stated, I DID change my phone number in Nov., 2011 in writing.4. I did not get an enclosed copy with signatures from my credit card application with your response. I do not know how you could possibly even have both of our signatures when my daughter was living in [redacted] at the time and I was in [redacted] We did not apply for this credit card at the same time.This should not be the way customers with an excellent previous credit history should be treated.
Regards,
[redacted]

Per phone call from the customer:As of today, my complaint has been resolved.Thank you,[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]

November 28, 2017   [redacted]  [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 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 (DSNB). Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   When you applied for your Macy’s account on June 21, 2015, you were issued a Macy’s [redacted] card with two separate lines of credit.  Purchases made at any Macy’s store or online at macys.com are applied to your Macy’s store account ending in [redacted], with a billing due date of the 20th of each month.  Purchases made outside of Macy’s are applied to your Macy’s [redacted] account ending in [redacted], with a billing due date of the 22nd of each month.  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.  I apologize if it was not clear that you had both lines of credit.   The Macy’s store card billing statement for the period ending June 23, 2017, had a $65.66 balance, with a $27.00 minimum payment due by July 20, 2017.  When no payment was received by this due date, the account was charged a $27.00 late fee and a $2.00 interest charge in accordance with the terms of the DSNB Credit Card Agreement (“Agreement”).  The billing statement for the period ending July 24, 2017, had a $94.66 balance with a $57.00 minimum payment due by August 20, 2017.  When no payments were received, your account continued to be charged late fees and interest, and was reported as thirty (30) days past due to the credit reporting agencies.  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.  Copies of your monthly billing statements for the period ending June 23, 2017, through October 24, 2017, are enclosed as reference.    On October 23, 2017, we sent you a letter (copy enclosed), advising that your Macy’s store account was past due and that we had been unable to reach you by phone.  Please note, according to the terms of the Agreement, “You agree to notify us promptly in writing if you move.  Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records.”  This also includes updating your e-mail address when it changes.   The billing statement for your Macy’s [redacted] account for the period ending August 25, 2017, had a $30.00 credit balance for which a Credit Balance Refund Check was requested on October 26, 2017.  Enclosed are copies of your Macy’s [redacted] monthly billing statements for the periods ending August 25, 2017, through October 26, 2017, as reference.  Our records indicate that you de-enrolled in electronic billing for this account on November 16, 2017.  Although all fees were properly charged on your Macy’s store account, account notes indicate that when you made your $103.70 payment on November 17, 2017, our representative removed $74.00 in late fees as a courtesy to you.  On November 21, 2017, I removed the remaining $37.00 late fee and on November 28, 2017, I removed 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, hether it is favorable or unfavorable to the customer.  After review of the delinquency on your account, we found the information to be correct; therefore, I am unable to remove the delinquency from your credit report as you requested.    [redacted], thank you for bringing this matter to our attention and allowing me to respond. If I may be of further assistance, please call me at the telephone number listed below.   Sincerely,Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed November 28, 2017   cc:  [redacted], Revdex.com

May 1, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s gift card ending in [redacted]   Dear [redacted]:   I am in receipt of the complaint filed with the...

Revdex.com which was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns.  We sincerely regret any inconvenience you may have experienced in resolving this matter.   Upon review, I found that your gift card ending in [redacted] was blocked due to suspicious activity.  Upon receipt of your complaint, I contacted our Gift Card Department who confirmed that they did receive the documentation you sent via email on March 6, 2017, and that they had just completed their investigation.   I am pleased to convey that on April 28, 2017, a replacement $100.00 gift card was issued under separate cover and mailed to you at the address noted above.  Please allow seven to ten days for the card to be received in the mail.   [redacted], thank you for taking the time to bring 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

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.  All they did was repeat the claim made to the [redacted], which turned out to be false since I was approved at the initial point of application. As I stated in the complaint, there appeared to be a glitch with processing, however, the fact remains that I was approved not only at that screen but by the subsequent letter I received. The agent did not make a mistake, the respondent did when she failed to acknowledge the initial approval when I first submitted the application. The fact of the matter is that failure to verify is bogus since any phone can send a text message and any smartphone (such as the one I own) can receive it. My complaint is not even remotely resolved.
Regards,
[redacted]

[redacted]   [redacted]     August 3, 2017   [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 representative of this office, I was asked to review and respond to your concerns. We regret any inconvenience you may have experienced regarding this matter.    I appreciate the time you have taken to contact us regarding the July 29, 2017, [redacted] Cosmetics National Lipstick Day promotion.  We are sorry to hear that you were not able to receive a free [redacted] lipstick due to the overwhelming response.  The promotional information advertised by [redacted] Cosmetics indicated that the promotion was available in all their retail locations while supplies last.  Macy’s understands its lease departments try to monitor the selections however the demand may exceed the quantity available.    In regards to your request for compensation, since the promotion was offered by [redacted] Cosmetics, I must decline your request for Macy’s compensation.  The three lipsticks that you mentioned that you were not able to purchase on July 29, 2017, are not currently available through macys.com but may be available from [redacted].  Unfortunately I am not able to search all [redacted] Cosmetics store inventory.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  In light of your experience, I am sharing your complaint and my response with the [redacted] store manager to share with the [redacted] Cosmetics manager.  If I may be of assistance in another matter, please do not hesitate to contact me.   Sincerely, Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        Manager, [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 very much for your attention to this matter!
Regards,
[redacted]

[redacted]: On 2/19/2016, I Applied for Macy’s account because of solicitation from Macy’s sales representative.   I was informed that if I opened an account I would get a discount for merchandise.  I opened the account, however as stated numerous times… I DID NOT AUTHORIZE A CHARGE TO MY MACYS ACCOUNT.  Therefore I contacted Macys and filed a fraudulent claim with a representative over the telephone, prior to May 25, 2016, contrary to [redacted] C’s statement on paragraph #4.  At this time I request that Macys send me a copy of the signature for said credit card transaction. Further communication from Macys may be sent via email to [redacted] or address on file. Thank you. [redacted]

December 28, 2015
[redacted]
Re:    [redacted] Attorney General File No. [redacted]
         Revdex.com ID...

[redacted]
         Macy’s account ending in [redacted]
Dear
[redacted]:
I am in receipt of the complaints you filed with the
Office of the Attorney General, State of [redacted], and the RevDex.com, which were 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 reviewing your account history, I found that on
October 7, 2015, your Macy’s account was reported as lost or stolen when you
notified us of two fraudulent charges of $76.48 and $324.47 on your billing
statement.  Your Macy’s account was
immediately closed, and a new Macy’s account ending in [redacted] was issued to you.  On October 24, 2015, a Statement of Fraud
form was mailed to you to complete and return with a copy of your driver’s
license or photo I.D.  We ask that
customers allow up to ninety (90) days after we receive a completed Statement
of Fraud form so that a complete investigation can be completed.  However, when we did not receive a response
from you, on November 24, 2015, a letter was sent to you with a copy of the
transaction receipts you had disputed, explaining that a copy of your driver’s
license would be required so that we could complete an investigation.  This was also explained to you during your
telephone conversation with a representative on December 9, 2015, when you
declined to submit a copy of your driver’s license.  Kindly note that we have no record of
receiving either a copy of your driver’s license, or a completed Statement of
Fraud form from you regarding this matter.
Upon receipt of your complaint, I submitted a copy to
our Fraud Department for review.  Based
upon the additional information you provided in your complaint concerning the
Identity Theft you had been a victim of, wherein a fake driver’s license had
been obtained to make the purchases, they were able to determine the charges
were fraudulent.  On December 16, 2015,
the fraudulent charges totaling $400.95 were cleared from your account. I confirmed that you were not charged fees and
that no derogatory information was reported to the credit reporting agencies
concerning this matter.
[redacted], your business is important to us as well as
appreciated.  If you should have any
additional questions, or if I may be of assistance in the future, please do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Carye C.
Macy’s
Executive Office
###-###-####
cc:     [redacted], Office of the [redacted]
Attorney General
         [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.   At this juncture, upon a third decline to respond to this complaint with any reason, I will take my complaint and this insidious messaging from Macy's Corporate directly to my contacts in the press/media. 
Regards,
[redacted]