Macy's

July 29, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:  Revdex.com Complaint ID [redacted]
 
Dear [redacted]:
 
Thank you for the kind
courtesy you...

extended to me during our recent telephone conversation.  As I mentioned, your complaint filed with the
Revdex.com was forwarded to Macy’s Executive Office for
review.  As a liaison in that office, I
was asked to respond.  I apologize for
any frustration this matter may have caused you.
 
I appreciated you providing
me with the Macy’s gift card number to be replaced.  I am happy to inform you that the gift card
is being replaced for the full remaining value of $394.89 and will be mailed to
you under separate cover.  You should
receive the newly issued gift card in the mail in approximately seven to ten
days from the date of this letter.
 
[redacted], thank you for
bringing this to our attention and allowing me the opportunity to resolve the
situation for you.  If you should have
any additional questions or concerns, please do not hesitate to call me at the telephone
number noted below, as I would be delighted to speak with you again.
 
Sincerely,
 
 
Carrie W.
Macy’s Executive Office
###-###-####  Extension [redacted]
 
cc:  [redacted], Revdex.com

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

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

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.   An agreement was made at  The beginning of this whole situation the very first time we called advising that we would be late then any issues  would be refunded due to us never being late.  When the $30 payment on April 28 is received we contacted to have any late fees removed.  And again on May 12 we contacted Macys Credit card services and were advised the payment was less than $30 that is the reason why we made another $30 payment,  and again on May 24 when we contacted we were told the balance was zero dollars and not to mind the $14 past due amount then in the end May 31,  I was basically called a liar .  Not understanding how if we make a $30 payment in April $30 payment in May and why would our balance for June beat $60 payment if we were not being charged a late fee we understand that there is a late fee set in place but whenever your promise that you're not going to be charged that fee is kind of ridiculous .  There was a complaint put in with Macy's on May 31 we contacted on 1 June was told someone is reviewing it and no worries do not worry about paying the bill yet we still never heard anything two weeks later so of course we had to pay the bill before we get charged anything else and go through everything all over again . We would like any fees returned
Regards,[redacted]

April 27, 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 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.  We previously addressed your concerns in our previous correspondence dated February 2, 2016, March 20, 2016, and April 1, 2016.[redacted], if I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.  Sincerely,Julia O.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    Revdex.com

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

June 24, 2016   [redacted]   Re: Revdex.com Complaint ID [redacted]       Macy’s 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 this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Thank you for the courtesy you extended in our recent telephone conversation. Please accept my apology again for any concern this situation may have caused.    We regret any disappointment you may have experienced because the Macy’s account noted above was closed.  In order to maintain an active account, DSNB must regularly work with the credit bureaus to determine that the cardholder continues to qualify for the account.  If a cardholder has not used their account for two years, the policy is to consider the account inactive and our records confirm that the last time your account was used was on July 24, 2013.  The account remains in our system and if the cardholder attempts to use their card at some future date, our associates will collect some updated information and then review a new credit report to determine whether the cardholder continues to qualify for the account.  We believe this is a customary practice in the credit card industry; however, each lender may establish their own time period for inactivity.    I appreciate the time you took to bring this matter to our attention and giving me the opportunity to respond.  Your business is important to us and we appreciate having your continued loyalty.  If I may be of any further assistance on another matter, feel free to call me at the telephone number listed below.    Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
July 15, 2015
[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 in this office, and
because I am familiar with this particular issue, I was asked to review and
respond to your concerns on behalf of Department Stores National Bank. We sincerely regret any continued frustration
you may have experienced while trying to resolve this issue.
Our Friends and Family event ran from April 26, 2015,
through May 4, 2015.  I’m sorry that you
were unable to take advantage of the promotion at that time, however, I don’t
see any reason that your account status would have prevented you from doing
so.  As you are aware, we normally run
that promotion twice a year, once in the spring and again in the fall. 
Regarding the bedding that was ordered using your
account without your approval, I am truly sorry about this.  Upon further investigation, it has been
determined that the replacement order should not have been placed, and on July 10, 2015, we have removed
the charge from your account.  You will
see the credit on your August 6, 2015, statement. 
Unfortunately, you were unable to make purchases on
your account on June 9, 2015 based on the fact that no payment was received on
your Revolving account for the May 6th and June 6, 2015, due dates. Thank you for your June 9, 2015, payment of
$100.00.  As you stated in your
complaint, had the bedding purchase not been placed on your account, you would
have had a credit balance on your Special Event Account Type, and we would have
been able to move the credit to offset the merchandise balance on your
Revolving Account Type.  As a result, we
have updated our internal records and requested the credit reporting agencies
to update your credit report to remove the thirty (30) day delinquency reported
for June 2015.  Please allow them seven
(7) to ten (10) business days to update their records.  This letter will serve as confirmation of our
request in the interim.
Additionally, we were able to reset your limit on your
Revolving Account to $2,000.00.  However,
I would like to remind you that according to the terms of the enclosed
Department Stores National Bank Credit Card Agreement, we may review your
account’s payment history and activity, as well as information provided by
outside credit reporting agencies, and increase or decrease your credit limit,
without prior notice.  Our credit system
is designed to regularly evaluate accounts to ensure account holders still
qualify for their current credit limit. 
In regards to the service you described receiving; any
furniture order placed is not reflected on your credit account until the
merchandise is delivered.  In this case,
our Credit Customer Service Associates would not see a charge for the purchase
on your account until it had been delivered. 
New orders and pending delivery orders are only shown in the furniture
and bedding systems.  However, the
service you described receiving is definitely not indicative of the level of
customer service we expect and I appreciate you bringing this to our attention.
[redacted], again, please accept my apology for any
inconvenience or frustration this has caused you.  If there is anything else I can assist you
with, please contact me at the telephone number listed below. 
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed July 15, 2015  cc:  [redacted],
Revdex.com
  The Macy's card is issued by Department Stores
National Bank.

[redacted]   [redacted]
February
23, 2016
[redacted]
Re:
Revdex.com ID [redacted]
        Macy's
account ending in [redacted]
Dear [redacted]...

[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.  I apologize for any
inconvenience you may have experienced. 
In
researching your complaint, I found that you made your furniture purchase on
December 27, 2014, and as you noted, this was a Special Event purchase.  Under the terms of your Special Event
Account, interest charges accrue but are deferred during the promotional
period, which in your case was twelve months. 
If the balance is not paid in full by the pay-off due date, the balance,
including accrued interest charges, is transferred to the Major Purchase
account and interest charges are assessed until the purchase is paid in
full. 
Your
pay-off due date of January 11, 2016, was disclosed on the first page of your
monthly billing statement underneath the Summary of Account Activity.  This first appeared on the billing statement
for the period ending January 11, 2015.  This
statement contained important information about your Special Event Account on
page three, that also included your pay-off due date of January 11, 2016.  Additionally, each monthly billing statement
contains a section that explains in detail the payment requirements for all of
your active account types. 
Our records indicate that the
$4,729.38 charge is shown on your billing statement for the period ending
January 11, 2015, and that your monthly billing statements were mailed to you
at the address noted above.  We have no
record of returned mail by the U.S. Postal Service as undeliverable, which
suggests you the billing statements.  As
reference, enclosed are copies of the billing statements for the periods ending
January 11, 2015, through January 15, 2016. 
Our research into this issue shows that the deferred interest was
charged correctly in accordance with the terms of your Special Event Account.  Therefore, I am unable to remove the deferred
interest charges from the account.
I understand this may not be
the resolution you were seeking. 
Although we like to respond favorably to every customer’s request, that
is not always feasible.  We are required
to adhere to specific policies and procedures so that all of our customers are
afforded fair and consistent treatment.  If I may be of additional assistance, please
contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed February 23, 2016
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. 
Regards,
[redacted]

[redacted]   [redacted]   October 10, 2016   [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy's account ending in [redacted]   Dear [redacted]:    I...

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

December 23, 2015
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear [redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all...

matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc[redacted]

Hello,I sent a email for the exchange instruction to Macy's customer service email ([email protected])   (as I do not have the  Representative Tonie R. email )  on April 7th  immediately when I received response from Macy's Representative Tonie Roundtree, which you can refer in the attached. But I waited for several days but no any reply from Macy's again,  so I asked help from Revdex.com again on April 12th.Today I received a new response from Macy's , in which it seems that  Macy's  did not receive my previous email?  Could you please forward the attached to Macy's? Thanks!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.  
My mom was diagnosed with psychosis and has had it for an undetermined amount of time. Her attorney that drew up the power of attorney informed me that she is not liable for any charges accumulated during the period she has been experiencing psychosis. I am willing to pay the $105.80 myself if Macy's will remove the negative marks on her credit. She did not know what she was doing and should not be responsible for carrying that around on her credit. That will harm her in so many ways. I understand Macy's has a responsibility to report accurately. I have answered Revdex.com's and CFPB's for my previous and current positions. However, this is a case of hardship and something that is out-of-the-box from the usual. My mom is now on medicine to treat her psychosis and I ask you to please not hold against her payments not made because of her condition. I will pay the bill myself if Macy's will please remove the negative marks from her credit report.
Regards,
[redacted]

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

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

[redacted]   [redacted]   November 22, 2016   [redacted]   Re:  Revdex.com, Complaint ID [redacted]         Macy’s account ending in [redacted]         Macy’s [redacted] account ending in [redacted] (closed)         Dear [redacted]:    I am in receipt of your additional comments regarding our response to your Revdex.com complaint, which was forwarded to Macy’s Executive Office.  Because I am familiar with this matter, I was asked to respond to your concerns on behalf of Department Stores National Bank.   In reviewing your account history with Macy’s, I found that you opened your Macy’s account ending in [redacted] in September of 2003.  In December 2012, you opened the Macy’s [redacted] account ending in [redacted] for purchases made outside of Macy’s.  At this time, you had two separate lines of credit; one for purchases inside of Macy’s, and one for purchases outside of Macy’s. When the [redacted] account was opened and you used your Macy’s [redacted] card inside of Macy’s, the purchases were applied to your Macy’s account ending in [redacted], because this was the line of credit designated for store purchases.   In reviewing our records, I found that you closed the [redacted] account one month after opening it; however, since the physical card is still linked to allow purchases to be applied to your Macy’s account ending in [redacted], this card is still active for in-store purchases only. This is the only reason the card number still appears in the register system. When you made a payment on September 25, 2016, the sales representative mistakenly selected the wrong account to apply your payment.  If you would like, we can send you a new card that only references your Macy’s store account.  We believe that taking this action will simplify transactions for you in the future.   Our goal as a retailer is to provide a friction free shopping experience; while most of the time this is achievable, we staff our Customer Service Department for the rare instances when an issue needs to be corrected.  Although our Customer Service Department swiftly corrected the payment issue you encountered; I am sorry to learn of the service you describe receiving. You can be assured the appropriate Management will be made aware of your experience and appropriate action will be taken with regard to additional coaching and training of the involved associates.   Thank you for bringing this matter to our attention.  If I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy’s Credit and Store Management

[redacted]   [redacted]
February 11, 2016 
[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:  February 9,
2016
Complaint Summary:  [redacted] had fraudulent
purchases on her account and has submitted the proper forms to Macy’s.  Some of the charges have been removed, but
some are still on her account and she wants them removed as soon as possible,
and all fees removed as well. 
Resolution:  I called [redacted] and apologized for any
inconvenience she may have experienced. 
I informed her that all of the remaining charges have now been removed
from her account.  I also let her know
that I have credited all interest charges and a late fee.  These adjustments along with a payment of
$193.88 from February 8, 2016 leaves the account with a credit of $284.97,
which she should see on her next statement; and removed the reported late
payment from her credit report.  This
settled her complaint. 
Michael J.  
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. 
Please do not close the complaint against Macy's as Sharon from Macy's was working on the issue as of the holidays.  Unfortunately, I have not heard back from her since then, and the issue is still outstanding.  Thank you. [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.  
[The only further contact we had was a phone call to send me a return label but they will not honor the original sale to exchange for a suit of the same original value as this suit itself as they say the sale is over for a while but that is their own fault for ignoring my case for so long and dragging out this Revdex.com report so long that yea now at this point the sale is way over. They only have themselves to blame for that. I offered them to accept a simple exchange in store or  online for a suit of the same value as the actual suit that I have not tp just refund the sale price and that I will accept that as final conpensation but they do not want to do that because they sent me a gift card for 150 which was meant to take care of what happened up until this suit ie the company error to begin with all the mostakes and errors they made along the way and sending me a suit with imperfect stiching WHICH I SENT IN PICTURES TO THE Revdex.com on previous letter and the 150 was to compensate all of what occured  not to deny me the ability to exchange the 2nd suit that they sent me which doesnt fit me. For a suit of equal value. Ashe kept saying that I simply dont like the quality and kept ignoring me when I said it doesnt fit me. I believe that after all that transpired all Im asking at this point is to exchange a suit which I have with original tags and all for a suit of actual equal value then I would be willing to forgive this case but they want to be stubborn and make threats now that I just keep rebutting their response and for no reason but they havent given me any reason to close the case I have a serious claim against them and they  are constantly trying to make it like its my own issue and  they have done so much for me etc ehich is not true so why should I accept that.
Regards,
[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]

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.
How will I know when the product is available again?  
Regards,
[redacted]