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]

March 27, 2017  [redacted]  Re: Revdex.com 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. Please accept my sincere apology for any inconvenience you experienced due the delay for credits for the return of your order #[redacted]. I have issued the refund gift card for $93.49 and you should be in receipt of this within a few days.  Certainly, this should have been handled in a timely manner. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. If you have any further questions or concerns, please do not hesitate to contact me at the number noted below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]   October 12, 2016   [redacted] Revdex.com 1 East 4th Street, Suite 600 Cincinnati, OH 45202   Re:   Revdex.com, Complaint ID [redacted] Macy's account ending in [redacted] (lost/stolen)...

Macy's account ending in [redacted] (closed)   Dear [redacted]:    I am in receipt of a complaint filed by [redacted], with the Revdex.com regarding the above referenced Macy's account.  As a liaison in Macy's Executive Office, I was asked to review and respond to [redacted] concerns on behalf of Department Stores National Bank (DSNB).  I am addressing my response to you as [redacted] has requested that we cease contact with him concerning his debts.   [redacted] applied for a Macy's account on February 19, 2016, inside the [redacted] Macy's store.  Upon approval, a purchase totaling $47.40 for two (2) [redacted] items priced at $23.70 each was placed on his new Macy’s account.  As a new account holder, [redacted] also received a “New Account Discount” totaling $9.48 as a statement credit.  The February 19, 2016, charge of $47.40 is the only purchase that was charged to his Macy's account.    For the first billing period (ending March 9, 2016), [redacted] Macy’s account had a balance of $37.92 with a minimum payment due of $27.00 by April 5, 2016.  When we did not receive the minimum payment required by April 5, 2016, his account was charged a late fee and interest in accordance with the DSNB Credit Card Agreement.  The account continued to accrue late fees and interest as a result of nonpayment.  To date, we have not received any payment on this account.    We sent a letter to [redacted] on May 3, 2016, to notify him of the delinquency on his account.  [redacted] responded to our letter on May 11, 2016, notifying us that he disputed the outstanding balance of $66.92.  He further claimed that he paid cash for the February 19, 2016, transaction.  However, during a collections call made to [redacted] on May 24, 2016, [redacted] confirmed that he opened the Macy’s account, but restated his claim that he paid for the February 19, 2016, purchase with cash.  The Collections Representative acknowledged [redacted] concerns and attempted to resolve the situation by obtaining proof of purchase that would support [redacted] claim.  [redacted] advised that he did not have the receipt for the cash transaction and would call back later with this information.   On June 1, 2016, we received [redacted] letter dated May 25, 2016, requesting that we discontinue telephone calls.  In accordance with this request, his account and phone number were coded as “Cease & Desist” and our records indicate that no further calls were made to him.  We are sorry for any frustration these calls may have caused; our calls were intended as a courtesy to resolve any outstanding concerns and assist [redacted] in maintaining a positive payment history with us.   Also included in [redacted] letter dated May 25, 2016, was a claim that all charges on the Macy's account were fraudulent. Prior to this letter, we have no record of a fraud claim from [redacted].  In fact, [redacted] acknowledged that he purchased the merchandise as noted above in a prior conversation.  Nonetheless, a fraud investigation was opened for [redacted] account when he called Macy's Consumer Protection Department on July 16, 2016.  At that time, the Macy's account ending in [redacted] was marked lost/stolen, and the balance was transferred to the account ending in [redacted].  A provisional credit of $47.40 was also provided to [redacted] account, pending the results of our investigation.   Additionally, a Statement of Fraud form was mailed to [redacted] on August 20, 2016, and to date, we have not received a returned form from him.  Despite the absence of a Statement of Fraud, we proceeded with an investigation and found that this account was in fact opened by [redacted] on February 19, 2016, and the same day purchase was also made by [redacted] and charged to his Macy’s account.  Due to our findings, on September 12, 2016, the fraud investigation was closed with no further action.  We also sent a letter to [redacted] outlining our findings that this charge and associated fees were valid and will not be removed.    In addition to a fraud investigation, I personally investigated [redacted] claim of paying cash for the transaction by reviewing all transaction history for the register where [redacted] applied for the Macy’s card.  I also reviewed all transactions wrung by the sales associate who assisted [redacted] for that day; and in both instances, I could not find any cash payment, or purchase using cash as a method of payment, as [redacted] described.  It should also be noted that there were no cash overages on any register the sales associate worked on.  If [redacted] can provide proof of purchase that supports his claim of paying cash for the February 19, 2016, transaction, we would be more than willing to offer additional assistance.  He may send this correspondence to me directly.  At this time, we find the $47.40 charge, late fees, interest, and delinquent reporting to be valid for the Macy’s account.    By using this account, [redacted] consented to the terms of the DSNB Credit Card Agreement which governs the use and reporting of this credit account, and includes a 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.  As a credit provider, we are obligated to accurately report the account's history and payment performance to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Respectfully, we decline to remove any delinquent reporting for this account.  Although we find the delinquent reporting to be valid, I have requested the credit reporting agencies to update [redacted] credit report with “Customer Disputes Reporting.”    Additionally, we respectfully decline [redacted] request to clear his account balance entirely; however, as a courtesy, we have removed three (3) late fees (totaling $111.00,) and three (3) months of interest (totaling $9.00).  [redacted] Macy’s account was closed on July 20, 2016, and the account currently has an outstanding balance of $185.39 with a payment of $181.90 (including a past due amount of $139.00) due by November 5, 2016.    [redacted], thank you for providing us the opportunity to respond to [redacted] concerns.  Should you or [redacted] have any questions, feel free to contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]

Dear [redacted] At this time, the complaint ID [redacted]  for [redacted] has been resolved satisfactory to Macy’s and the customer. The customer canceled their purchase prior to receiving the complaint. I have been in communication with the customer and have resolved their issue with the...

delivery fees.   Thank you,  Kristin T. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-####  |  Fax: ###-###-#### | Email: [redacted]

January 19, 2017   [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who had not received the Worry No More kit with the certificate at the time of delivery of his chairs. We have shipped the kit to the customer via UPS and have offered compensation...

due to this delay in shipping the kit to him.  At this time, Macy's will consider this matter closed. Thank You, Sincerely, Macy's Executive Office

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 to Macy for fixing the issue and in a timely manner.
Regards,
[redacted]

October 26, 2016 Dear [redacted]: We are writing in regards to rebuttal ID # [redacted]. I spoke to the customer regarding the poor customer service she had received when attempting to place her mattress order. As an accommodation, I have processed a 15% adjustment off the merchandise total. Macy's finds this matter resolved. Sincerely, Macy's Executive Office ###-###-####

June 16, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]       Macy’s accounts ending in [redacted] (closed) & [redacted] (stolen)Dear [redacted]:I am in receipt of the complaint you filed with the Better...

Business Bureau, 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.  We sincerely regret any frustration you may have experienced regarding your fraud claim on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  Upon review of your account, I found that you called on December 3, 2015, to report fraudulent charges placed on your account in the amount of $811.24.  At that time, we reported your Macy’s account ending in [redacted] as stolen and a new credit card ending in [redacted] was issued.  I am happy to inform you that on April 11, 2016, we removed the $811.24 fraudulent charge, $75.32 in interest charges and $138.00 in late fees.  On April 16, 2016, an additional $13.22 interest charge was removed bringing your account to a zero ($0.00) balance. On April 28, 2016, your account ending in [redacted] was closed per your request.   Additionally, we cleared our internal records of any delinquency associated with this issue and requested on April 11, 2016, that [redacted] and [redacted] update their records and delete any history of delinquency for the time period of January 2016 through April 2016 on your Macy’s account from your credit report.   Please allow the agencies thirty (30) days to update their records.  [redacted], your business is important to us as well as appreciated.  Please accept the enclosed $25.00 gift card as a gesture of goodwill.  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,Monique M.Macy’s Executive Office###-###-#### Enclosure /mailed  June 16, 2016cc: [redacted], Revdex.com

February 14, 2017  [redacted]
  Re: Revdex.com 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. I do apologize for the delay in response. Please accept my sincere apology for any inconvenience you experienced due the delay for credits for the non-receipt of your order #[redacted]. I have issued the credits and you should be able to view them on your Macy's account ending in [redacted] within a few days. Certainly, this should have been handled in a timely manner. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. If you have any further questions or concerns, please do not hesitate to contact me at the number noted below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

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 spoke to the consumer and she said that someone called from the business. Regina from the corporate office in California contacted manager at the store (April), and it was resolved to her satisfaction. She states that April the store manager was very professional and she apologized.

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.   
Unfortunately I decline and I am still adamant on it being a poor business practice to double the minimum payment due to a 2 day lateness for unforeseen circumstances,   regardless of the “courtesy” of waving the fees - but continuing to tack on them monthly  moving forward just because of their “  agreed terms of the Department Stores National Bank Credit Card Agreement “Perhaps someone should take a look at the number of unsatisfied customers- especially those relating to these kinds of circumstances.  Doesn’t seem like this has helped the cause of Macy’s continuing to decline.I sent $4.00 after my payoff amount to cover any outstanding balance- no need to do me another “courtesy” This long time customer will never return to Macy’s. [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.   Once again, it was an outbound call made by my telephone (cell) to the Macy’s customer service in order to find out what was wrong with my card. It was at that time I made my payment in full (less excused fees, given my previous payment history). It was also on that very call that the customer service representative told me my credit would not be penalized based on my 14 year good standing history with Macy’s cc. As mentioned before, I attempted to use my card at the Macy’s in Palm Beach Gardens, and was informed by the sales associate to contact customer service. That is what prompted my phone call to customer service. The Macy’s representative that responded to this complaint has decided to provide false information in regards to the payment I made over the phone that day. Additionally, has failed to acknowledge the fact that customer service attendant in fact told me that my credit would not be affected, whether they ‘mis-communicated’ or not. It should also be mentioned that I called the credit department of Macy’s the following week (as mentioned in her response), I believe on the following Tuesday and spoke with another customer service representative. When asking her why I was not contacted if there was an issue, she stated they are not mandated to call anyone (also a recorded call). So if I was ever contacted, please provide actual evidence of that. There never a phone call OR a voicemail, this particular customer service rep confirmed this.  It does not appear Macy’s has a consistent story.Macy’s may consider the complaint closed, but I will continue to provide Revdex.com with the facts of the events which actually occurred. Thank you

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The customer
stated they have had multiple issues regarding their furniture purchase. We
have attempted to reach out to the customer via email and by phone and left a
message. At this time we have not had a...

response. Once we make contact with
customer we will  work to resolve their
issue.
Macy's
Executive Office

This business did not address my complaint in a satisfactory manner.  They profile their customers based on income and amount they spend.  For instance, I received ads for items at a time they knew these items were already sold out.  They offer items in advance to their premiere customers and allow them first priority to deplete a limited inventory of sale items. The day I received their advertisement in the mail, I immediately went online to purchase the item.  It was sold out online and at every physical store location.  Why send me an ad if you do not have the items?  Curious, I started looking at other offerings in that advert and started to see the pattern.  All the items were not in inventory and similar regular priced items were offered when you contacted the business directly.  Under statute of the UCC this constitutes a bait-and-switch practice.Contrary to what their agent stated Macy's practices are in fact very deceptive. In fact, their representative never even made an effort to contact me, they only did damage control to the Revdex.com office.  I have purchased a domain and am launching a consumer awareness website and talking with other attorney's I work with about launching a class action lawsuit like I did with EBay when they violated the Sherman Act years ago.  Macy's practices need to be addressed.  Filing a lawsuit in federal court based on their practices and diversity of citizenship will finally prompt a response from this business, as they must file an answer to my complaint. The Revdex.com needs to file this complaint under unresolved and review this businesses practices and integrity as now it will be addressed in a federal action.

July 26, 2017[redacted] Dear [redacted]:I am in receipt of your correspondence (lated July 8, 2017.. to Ms. Diane M.. and your complaint filed with the Revdex.com on June 26, 2017. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). We sincerely regret any inconvenience you may have experienced regarding the issues Surrounding your Macy's account.Thank you for your letter and l would like to address your comments. We have received your payment in the amount of S2,883.64 and this amount will be applied to your account. The check number we received is [redacted]. As you have requested. this letter will confirm that your new balance will be $0.00 (zero). No additional late fees or interest charges will be applied to the account. I am Sorry for any inconvenience or confusion you may have experienced regarding this account.In addition, we have instructed the credit reporting agencies to update their records and remove the delinquencies as a result of this incident from January 2017 through June 2017. Please allow the credit reporting agencies seven (7) to ten (()) days to process our request.[redacted]. thank you for your letter. It has been our pleasure to resolve the concerns that you noted. Please feel free to contact me at any time at the number listed below if I may be of further assistance.Sincerely.Thomas H.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Cincinnati Revdex.com

April 22, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] account ending in [redacted] (closed)       Macy’s account ending in [redacted] (open)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.  I apologize for any frustration you may have experienced when trying to resolve this issue and for the delay in sending you a written response.Account notes show you opened your Macy’s [redacted] Account on November 13, 2012.  This card was designed to have two credit lines attached to one card.  Purchases made at any Macy’s store or online at macys.com are applied to your Macy’s store account ending in [redacted].  Purchases made outside of Macy’s were applied to your Macy’s [redacted] account ending in [redacted].  Because these accounts had different billing dates, we would send a separate billing statement for each account.  When making a payment through your bank’s on-line bill pay service or on macys.com, each account must be registered separately, and the appropriate account selected at the time of payment.  As of the date of this letter, your Macy’s store account is open with a balance of $103.26.  Since you stated you did not wish to have the Macy’s [redacted] account, it was closed on February 10, 2016 and has a zero ($0.00) balance. Upon further research, I show on January 18, 2016, you had spoken to an agent who removed the $37.00 late fee that was assessed on January 13, 2016.  As a courtesy, I have also removed the $27.00 late fee from December 13, 2015.[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,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted]   [redacted]
  July 31, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted] (closed)   Dear [redacted]:    I am 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.  It is regrettable to learn that you feel my previous response did not adequately answer your concerns.   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 consumer.  Kindly note that we do not manage the credit reporting agencies and we are unable to control the impact our reporting would make on your credit score.  Regrettably, my research confirmed that the delinquency reported for July 2017 is accurate. Therefore, I am unable to remove the delinquency from your credit report.    In researching your account closure, I reviewed the call recordings for July 19, 2017, and more than once, you requested to close your account.  Therefore, the associate closed the account that same day.    [redacted], I hope you can understand that we must adhere to specific policies and procedures to ensure that all of our customers receive fair and consistent treatment.  Please do not hesitate to contact me at the telephone number below if you need assistance.   Sincerely,  Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], 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 you received broken merchandise and not receiving the correct replacement item. I...

have replaced this order for you with the correct merchandise, you will receive this order in one to two business days.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: ###-###-####

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]

June 11, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: 
Revdex.com complaint # [redacted]
    
Bloomingdale’s account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in...

receipt of your complaint filed with the Revdex.com, and
forwarded to Bloomingdale’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.
 
Upon
review, I found that you registered your Bloomingdale’s account to stop paper
statements, and elected to receive electronic billing notices only through bloomingdales.com
on February 28, 2011.  I confirmed that
the e-mail notifications were sent to the e-mail address we have on file of [redacted].  We have no record of our e-mails being
returned undelivered and my research confirmed the billing notices for March
2015 through April 2015 were successfully delivered to your email address.  I have enclosed a copy of your billing
statements for the periods ending December 18, 2014, through May 18, 2015, as
reference.  When a customer is registered to receive electronic
statements on bloomingdales.com and we do not receive a payment for two
consecutive billing periods, we discontinue electronic statements and resume
paper statements until the account is brought current, which happened for your
account beginning April 21, 2015, through May 21, 2015.  If you are not receiving these e-mails, you
may need to add our e-mail address of [redacted] to your contact list to prevent
filtering of our notifications. 
 
Our
records indicate automatic payments were elected by you on August 18, 2012,
with a stop date selected of January 13, 2015. 
Monthly notifications are sent for
automatic payment arrangements 10-days prior to the scheduled payment
date.  When
we did not receive payments on your Bloomingdale’s account during the billing
periods ending March 18, 2015, and April 18, 2015; a late fee and interest were
charged according to the enclosed
Department Stores National Bank Credit Card Agreement. On April 18, 2015, your
account was reported as thirty (30) days delinquent to the credit reporting
agencies.  On
May 4, 2015, the interest charges of $36.26 and $22.98 were removed and on June
1, 2015, I was able to remove the late fees of $25.00 and $35.00 for those two
billing cycles, as a courtesy to you. 
 
It is our
policy not to remove any delinquency unless it occurred as a result of a
billing or bank error.  As a credit
provider, we are obligated to report the account accurately to the credit
reporting agencies, whether it is favorable or unfavorable to the
customer.  After review of your account
history, we found the information we are reporting is correct; therefore, I am
unable to remove the delinquency from your credit report for April 2015 as you
requested.  However, on May 22, 2015, we
requested the credit reporting agencies update their records and report your
account as “customer disputes reporting”.
 
[redacted], thank you for
giving me the opportunity to address these issues.  Please do not hesitate to contact me at the
telephone number below if you have additional questions or if I can be of
further assistance.
 
Sincerely,
 
 
[redacted]
Bloomingdale's Executive
Office
###-###-#### Extension [redacted]
 
Enclosures / mailed June 11, 2015
 
cc:  [redacted],
Revdex.com  
The Bloomingdale's card is issued by Department Stores
National Bank.