Macy's

[redacted]   [redacted] July 21, 2016  [redacted]
[redacted]
[redacted] Re:  Revdex.com Complaint 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. Please accept my sincere apology for any frustration this matter may have caused you. According to the terms of the Department Stores National Bank Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed.  For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  The current Annual Percentage Rate (APR) on your account of 24.5% is presently the lowest rate we offer, which cannot be changed.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.   In researching this matter, I found that the billing statement for the period ending February 16, 2016, had a $2.83 balance (interest charge for previous balance), with a $2.83 minimum payment due by March 14, 2016.  When no payment was received by this date, your account was charged a $2.83 late fee and $2.00 interest charge.  The billing statement for the period ending March 18, 2016, had a $35.40 balance (including the $27.74 purchase made on February 23, 2016), with a $29.83 minimum payment due by April 14, 2016.  We did not receive a payment until June 24, 2016; therefore, your account was charged late fees and interest charges until this date. However, the payment received on this date was returned on June 29, 2016.  Due to four consistent months of non-payments, your account was closed on June 19, 2016.  Enclosed are copies of your statements from the period ending February 16, 2016, through June 17, 2016, for reference. We have no records that your billing statements were sent to your email address on file ([redacted]).  Therefore, on June 27, 2016, our Credit Authorizations Department re-opened your account.  Your credit limit was re-established to the $1,200.00 limit that was on the account before it was closed.  You may contact our Credit Authorizations Department to request a credit line increase at the telephone number on the back of your Macy’s card.   We received your payment of $27.74 on July 11, 2016, and all late fees ($106.66), interest charges ($11.11), and the $27.00 return check fee have been removed.  On July 8, 2016, a credit representative cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] delete the delinquencies for November 2015 through June 2016.  Kindly allow thirty (30) days for the agencies to update their records.  As of the date of this letter, your account is open with a zero ($0.00) balance. [redacted], thank you for allowing me to respond to your concerns.  Feel free to contact me at the telephone number listed below if I may be of any assistance on another matter.  Sincerely,   Stephanie C.Macy's Executive Office###-###-#### Extension [redacted] Enclosures /mailed July 21, 2016 cc:  [redacted], Revdex.com

This issue has been a stalemate since 2016 and will remain a stalemate I suppose.....

[redacted]   [redacted]
April 4, 2016
[redacted]
[redacted]
[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.  I
had hoped to speak with you personally, but my attempts to reach you were
unsuccessful. 
I
was disappointed to read about the difficulty you had registering your Macy’s
account online at macys.com and being unable to pay your account online.  We regret any frustration or inconvenience
this may have caused you and for the problems you encountered while attempting
to access your account and in speaking with our telephone representatives.  Please note that the service you described
receiving is not indicative of the level of customer service we strive to provide
and we appreciate your bringing this matter to our attention.
According
to our records, one of the representatives with whom you spoke on January 5,
2016, was able to link your Macy’s account to your macys.com profile for the
e-mail address [redacted].  We
also confirmed that you have been able to set up on-line payments as well.  However, should you have any issues accessing
your account information from our website in the future, please contact our
Technical Assistance team directly at ###-###-####, option 6, and a
representative will be happy to assist you.
Upon
review, I found that we also removed the $27.00 late fee on January 5, 2016,
due to the problems you encountered in registering your account online at
macys.com.  This adjustment appeared on
your January 29, 2016, billing statement. 
Additionally, I confirmed that no delinquency was reported to the credit
agencies regarding this situation.  As of
today’s date your account is registered for both electronic billing
notifications and mailed paper statements. 
[redacted],
your feedback is critical as it assists us in understanding our customers'
experiences and directs our attention to areas in which we can improve our
service quality.  We value your continued
loyalty and hope to better meet your needs in the future.  If I can be of further assistance, please do
not hesitate to contact me at the telephone number listed below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

August 10, 2017     [redacted]   Re:  Revdex.com Complaint ID #[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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   Unfortunately, merchandise can be inadvertently placed by a customer or sales associate in the incorrect area in all stores and honoring prices is not a requirement.  All instances of this nature are handled on a case by case basis.  I am happy to inform you the Store Manager at [redacted] has agreed to refund you the $8.00 price difference of the shirt, as a courtesy, and he will work with you directly for the accommodation.     [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager, [redacted] location

April 26, 2016 [redacted] Re:    Revdex.com ID #[redacted]          Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date With Customer:  April 22, 2016 Complaint Summary:  [redacted] has been unable to access the Macy’s website and has been calling in to make payments over the phone with a representative.  She is receiving conflicting information, is having a difficult time understanding the representatives’ English and believes she is being charged late fees.  She often gets disconnected while speaking with a representative and no one calls her back.  Customer has closed both of her accounts because of these issues. Resolution:  Called and spoke with customer and apologized for her experience.  Explained that there have been no late fees charged and her payments are being received and processed.  Reviewed her account and provided her balance.  Customer satisfied. Regina M. Macy’s Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

Dear [redacted],We are no longer responding to [redacted] in regards to her rebates.  She has been accommodated.  Her request is not possible.  Thanks, Yvonne   F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

January 22, 2016   
[redacted] 
[redacted] 
[redacted] 
Re:  RevDex.com complaint ID #[redacted] 
        Macy’s
[redacted] account ending in [redacted] (closed)
        Former Macy’s
store account ending in [redacted] (closed)
        Macy’s store
account ending in [redacted]
Dear [redacted]: 
I am in receipt of your response to my reply filed with the RevDex.com.  I was asked to respond
to your additional concerns on behalf of Department Stores National Bank.  I received your telephone message but was
unable to reach you. 
Unfortunately, your former Macy’s store account ending in
[redacted] has been closed and cannot be reopened. 
My research confirmed that you closed your Macy’s [redacted]
account on January 13, 2016.  However,
our records show that your application was approved for a new Macy’s store
account (ending in [redacted]) on January 18, 2016. 
Thank you again for allowing me to respond to your inquiry. I can be reached at the number below if you
have any additional questions. 
Sincerely,
Michael J.  
Macy's Executive Office 
###-###-#### Extension [redacted] 
cc:  [redacted],
Revdex.com

I would like to close this complaint. I did receive the refund requested. Thank you!

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 the authorization holds were on your account. I am glad to hear these holds have now...

been released and I have credited back $130 for the inconvenience. 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: ###-###-#### |

[redacted]   [redacted]
    December 19, 2016    
[redacted]   Re:  [redacted] - Case #[redacted] and #[redacted]        ...

Revdex.com ID #[redacted]         Macy’s [redacted] account ending in [redacted]         Macy’s account ending in [redacted]   Dear [redacted]:    I am in receipt of your complaint, filed with the [redacted] and the Revdex.com, which were 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).  I am so sorry you did not receive a response to your previous phone messages and emails; however, this is the first correspondence we have received in our office.  We regret any frustration that you may have experienced due to this matter.   According to the terms of the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee is applied to your account.  In addition, if you have been paying less than the Total New Balance on your Revolving account balance each month and you then pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month's billing statement.  This may result in a billing statement with only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.    Applying this billing policy to your Macy’s store account, your March 29, 2016, billing statement had a balance of $304.86, with a $63.92 minimum payment due April 25, 2016.  We received the $304.00 payment on April 3, 2016 (which was less than the total balance on the account).  Your April 28, 2016, billing statement had a balance of $2.88, with a $2.88 minimum payment due May 25, 2016.  When no payment was received by this date, a $2.00 minimum interest and $0.02 Credit Protection charge were assessed; however, there was no late fee.  Also, no payments were received by the due dates of June 25, July 25, August 25, September 25, October 25, and November 25, 2016.   Although the fees were properly charged, because the unpaid balance on your account was less than $1.00 and the remainder of the balance consisted of fees only from billing period ending May 25, 2016, through the billing period ending November 25, 2016, I credited the $0.86 and removed the accumulated fees in the amount of $32.12 resulting in a zero balance.      Also, applying this billing policy to your Macy’s [redacted] account, your November 4, 2015, billing statement had a balance of $5.69, with a $5.69 minimum payment due December 1, 2015.  When no payment was received by this date, a $2.00 minimum interest, and $0.05 for the Credit Protection Plan was charged.  We received the $5.69 payment you made on December 4, 2015 (three days after the payment due date).  We received no further payments on this account.   Although the fees were properly charged on your Macy’s [redacted] account, because the remaining balance from the billing period ending May 5, 2016, through the billing period ending November 4, 2016, consisted of fees only, we removed the accumulated fees in the amount of $29.92 resulting in a $13.75 credit balance.  On December 19, 2016, I requested a Credit Balance Refund Check in that amount be sent to the address listed above.    Additionally, we cleared our internal records of any delinquency associated with both the Macy’s and Macy’s [redacted] accounts for April 2016, through December 2016, and requested that [redacted], [redacted], and [redacted]  Please allow seven (7) to ten (10) business days for the agencies to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of our request. To confirm, as of the date of this letter, your Macy’s and Macy’s [redacted] accounts are closed with a zero balance.   Be assured that we attempt to satisfy our customers whenever possible, unfortunately, this is not always feasible.  Once a Macy’s or Macy’s [redacted] account is closed, it can no longer be reopened. If you wish to have a Macy’s account in the future, you would need to apply for a new account. You may apply online at macys.com, or inside any Macy's store at a register.    Regarding your online order dispute, we received no enclosures with your complaints and I was unable to locate any online orders with your name, email address, mailing address, or phone number.  Please provide a reservation number or order number and I would be happy to research this issue further.  You may contact me at the telephone number below or send a fax to my attention at ###-###-####.    Sincerely,     Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted]         [redacted], Revdex.com

[redacted],
We
are in receipt of Complaint ID #[redacted] in regards to the customer's furniture
order. To resolve the issue, we have set up a return for the furniture
purchased.  At this time, Macy's will
consider this matter closed.
Thanks,
Macy's
Executive Office

April 19, 2016Dear [redacted]:  We are writing in regards to complaint ID # [redacted]. We are sorry to hear the trouble you are having with the Irvine Bedroom Furniture. We do apologize for the poor quality. The pieces are made of solid poplar and cherry veneers. If you would like to...

reselect a new bed set we would be happy to honor a discount of 15% off the new purchase for the inconvenience this has caused. At that time a return can be set up for he merchandise in question. At your convenience, please contact Sharon Walter @ ###-###-#### and she will be happy to answer any questions you may have. We value your business and strive to give outstanding customer service. We look forward to turning this bad experience around.  Sincerely,Macy's Executive Office###-###-####

Good Morning, This is has been an ongoing issue since June of 2016. My complaint is inclusive of dates before November of 2016. I am aware of how charges are applied and I am not disputing late charges for November and December.Please see below as it contains the details. June 2016 Statement Balance: $13.66Paid: $13.66 (Payment date Unavailable online)July 2016 Statement Balance: $2.00 (Fee Charged)Paid: $2.00 (Payment Date unavailable online)August 2016 Statement Balance: $51.48 (Fee Charged)Paid: 51.48 on 9/9/2016 (ON DUE DATE)September 2016 Statement Balance: 2.00 (Fee Charged)Paid: $2.00 on 10/10** Wasn’t aware that there was a balance as my balance was paid in full and on time from the last statement.’October 2016 Statement: 2.00 (Fee Charged)Paid: 2.00 on 11/6/2016 (Before DUE Date)November 2016 Statement: $89.73Paid: $116.73 on 11/11 (Inclusive of fees)December 2016 Statement: 2.00Paid: 2.00 on 1/9/2017 (ON DUE DATE)** I had already paid the statement balance and any incurring fees on the due date. At this point, no additional fees should have been chargedJanuary 2017 Statement: $2.00Stopped paying fees as I felt that it was a fraudulent charge.   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]

December
14, 2015
[redacted]
[redacted]
[redacted]
[redacted],
[redacted]
Re:    RevDex.com ID [redacted]
         Macy’s
[redacted] account ending in [redacted]
Dear [redacted]:
Your most recent comments regarding the complaint you
filed with the Revdex.com have been forwarded to me for additional
review and response.  As a representative
of Macy’s Executive Office, and on behalf of Department Stores National Bank, I
was asked to further address this issue. 
I regret that you did not receive the voicemail that Randi P.,
Executive Liaison, left for you on November 3, 2015, at the telephone number
listed in your complaint.  I was able to
leave another voicemail for you on December 8, 2015, at the same number.  I welcome the opportunity to speak with you.
I confirmed that there are no charges remaining on
your account related to the fraudulent charges that were removed, as detailed
in our previous correspondence (copy enclosed). 
If there are additional charges on your account that you would like to
dispute, please provide me with the specific charge information and I will be
happy to investigate further. 
You should now be able to register your Macy’s
[redacted] account online at macys.com to access your account history,
billing statements and make payments to your account.  If you experience difficulty in accessing
your account, please contact our Technical Assistance Team directly at
###-###-####, option 6, and a representative will be happy to assist you.
[redacted], I hope this will clarify any questions that
had remained unanswered.  If I may of
assistance in the future, please do not hesitate to contact me directly at the
telephone number listed below.
Sincerely,
Carye
C.
Macy’s
Executive Office
###-###-####
Enclosure / mailed Dec. 14, 2015
cc:        [redacted]
[redacted], Revdex.com

[redacted]   [redacted]           August 16, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue.   As mentioned in our previous correspondence, we have no record of email alerts being returned as undeliverable.  Therefore, you will need to contact our Technical Support Team at ###-###-####, option 6, for further assistance with your online profile and electronic statements.   Again, thank you for bringing your concerns to our attention.  If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   February 24, 2016[redacted]Operations TeamRevdex.comDear [redacted]:Per our conversation this morning, please be informed that the issue related to ID: [redacted] – Macy’s has not been resolved as of yet.Last week I received a letter from Ms. Cathy D. from Macy’s Executive Office with an attachment of all my Macy’s account statements for the past year.  On her letter, Ms. D. explained that according to Macy’s records, “it appears that payments were applied to the account according to regulations.”What Ms. D's letter failed to address and respond was what it’s precisely the issue I’ve been trying to bring to Macy’s attention for the last couple of months.  As shown on the account statement as of December 1, 2015 my account had a credit balance of $75.00 apparently due to overpayments.  I contacted Macy’s on that same date when I received my account statement just to confirm, and the Macy’s customer rep. I talked to did confirm the information.  I did have a credit balance of $75.00.  Based on this information I made the decision to purchase $1800.00 leather couch at Macy’s Chicago.  The purchase was finalized towards the end of December.  Again in January and as shown on my account statement which was also included on the packet I received from Ms. Davenport, my account balance at the time showed a credit balance of $42.28.  Again, and as I’m sure telephone records at Macy’s can confirm, I contacted Macy’s and the customer rep who assisted me, once again confirmed that I did have a credit balance of $42.28 and the rep. also guaranteed that it was due to overpayments to my account.Then, and all of the sudden, I received my account statement as of February 1, which included a debit of $881.87 which was posted on Dec. 30th.  When I contacted Macy’s the customer rep. indicated that the debit was a “payment reversal.”Up to this day and after dozens of calls and contacts to Macy’s Customer Reps. no one, absolutely no one have been able to first understand why such “payment reversal” for $881.87, and no one has been able to explain to me why all of the sudden it showed as a debit on my account statement.  The confusion and the troubles have been such that I had to end up closing my account with Macy’s.  When I received Ms. Davenport’s letter last week I contacted her by phone right immediately and left two voice mails on her phone explaining what the issue was.  As of today no one from Macy’s Executive Office has returned my call and no one has offered further explanations.The main issue here is that because the information I was given by Macy’s on my account statements and as it was confirmed by Macy’s customer representatives back in December, I made the decision to purchase and put on a charge for $1800.00 in my Macy’s Credit Card, which had I known that the balance was the hundreds of dollars later shown, I wouldn’t have purchased the $1800.00 item I ended up purchasing.Based on the lack of response and from Macy’s I’m currently seeking other options to proceed with this issue including legal advice and assistance from [redacted].Sincerely,Reynaldo Solivan###-###-####

Just following up on our Revdex.com complaint #[redacted].  This complaint has not yet been resolved. I spoke with Sharon W. at Macy’s executive offices on August 21st.  I called Sharon at ###-###-####, extension # [redacted]. Sharon informed me that she had reviewed my case (sales check # [redacted]) and that she would be immediately issuing a refund of $199.92 to our [redacted] credit card.  We have not yet received that refund.  I suspect that she probably sent the refund to a credit card account number that we no longer have. Sharon also told me that she would be emailing me a form to return to her that would help to cover damage done to our main floor stair case when Macy’s delivered our replacement mattress.  Upon receiving the form back from me, Sharon said that Macy’s would send me a check for $200.  We  have not yet received that email from her. I phoned Sharon at 2:PM EST today and left a message on her voicemail regarding the above unresolved issues. Please also see the e-mail that I sent below. Regards, [redacted] Dear Sharon, Including this email, I have now spent over 48 hours of my time (since February, 2016) contacting Macy’s customer service several dozen times (via both email & phone) about the refunds that have been promised to us.  This email has to be “at least the 20th account” that I’ve had to give Macy’s over-and-over again to describe what happened with our Macy’s deliveries and the subsequent delayed refunds.  Either I always wind up speaking with someone new at Macy’s customer service (which has included several CS supervisors) – or the person that I last spoke with never remembers their last conversation with me.  There seems to be no end to resolving this problem. Part of the problem seems to be that Macy’s always issues our refund(s) to our long gone, inactive credit card accounts. Our Macy’s sales person, John Roliz, originally told us that Macy’s would issue our warranty return refund to our [redacted] account ending in [redacted].  That was the account number which we used to purchase the replacement mattress.  He said that it would take approx. 3 days for that refund to happen (back in February, 2016).  If Macy’s actually did what we were told would happen, then we wouldn’t be having this conversation today.  But Macy’s never did. Instead Macy’s insisted on issuing the credit to a credit card account number that you still had in your system, but which we haven’t had for several years.  When we realized what Macy’s did, I immediately notified Macy’s about this error – but I was told by several of your customer service reps that even if they knew that a particular credit card account was inactive they would still have to issue the credit to that inactive account anyway.  That made absolutely no sense to me – but I was told that was how Macy’s system functioned.  Even to this day, it still makes no sense to me. In this latest August instance, we no longer have the [redacted] account which ended in [redacted].  That account number was compromised earlier this year due to credit card identity theft.  Our current [redacted] account number ends in [redacted].  The $199.92 will need to be either re-posted to our active [redacted] account – or perhaps the best way to issue this payment would be to simply mail us a check. As I personally explained to you in our August 21st phone conversation, the $50 allowance (that you’re referring to and which we did eventually receive) was to repair the damage to our steep recently repaved 1,500 foot driveway.  FYI – our sales check for the replacement mattress had a “written notation by Macy’s sales person, John R.” that any Macy’s delivery truck must be 25 feet or less in length, bumper-to-bumper.  The Macy’s delivery truck that came up our driveway that day was 50+ feet long and left “deep gouges” near the bottom of our driveway from the truck’s rear over-hang.  I used the $50 received from Macy’s to purchase driveway repair materials from [redacted].  I personally supplied the several hours of physical labor needed for the driveway repairs.  I never charged Macy’s for any those several hours of my labor.  Had I hired a driveway repair company to send a crew to repair the gouges, I’m sure that they would’ve charged Macy’s substantially more than $50.  Probably closer to $1,000 or more. Also, as you may recall from our August 21st phone conversation, after your 2 delivery men drove their 50+ foot truck to the top of our 1,500 foot driveway only one of your delivery men carried our thick & heavy king size mattress off the truck and all by himself up our long front walkway, which included 7 landscaped stairs.  Macy’s other delivery man just followed and watched as his partner struggled.  They then both quickly carried the mattress up our solid cherry staircase to our 2nd floor bedroom; quickly carried the previously delivered defective Macy’s mattress back to their truck; and then left as quickly as they could.  In addition to severely damaging our newly delivered Macy’s mattress that day (which subsequently needed to be replaced), they also left scratches along “the entire length” of our staircase’s solid cherry handrail.  Prior to that delivery, that handrail had been in pristine condition.  Now it’s not. After informing you about the staircase damage on August 21st, you had indicated that you would send me a form via email to “help pay for” repairing and refinishing the solid cherry handrail.  Upon receiving the completed form back from me, you had indicated that I would quickly receive a check from Macy’s in the amount of $200.00.  While I’m sure that payment will NOT come close to covering the full cost of the stairway repair and refinishing, it would at least contribute something.  I have yet to receive that email (with the attached form) from you.  I don’t know whether you simply forgot about sending me that email – or whether you delegated that task to someone else and it just never happened. In total, we received 3 mattress deliveries from Macy’s in February of this year.  The first mattress had been mis-manufactured, but the 2 delivery men walked it up our driveway.  The 2nd mattress delivery resulted in driveway damage from the 50+ foot truck, and the mattress also had to be replaced due to overly rough handling by Macy’s delivery team.  The 3rd delivery went smoother, with the 3 delivery men carrying the replacement mattress up our driveway.  I gave all 3 guys a $10 tip to show my appreciation. I would also like to note that your last delivery team gave us a flyer listing the benefits of Macy’s “white glove” delivery service – and at least 90%+ of the services listed on that sheet were never offered to us by any of the 3 delivery teams.  In fact, the first 2 delivery teams never even gave us a copy of the flyer.  I have thus assumed that Macy’s uses a sub-contracted vendor for its furniture delivery service who, in turn, charges Macy’s for many “white glove” services which are never actually delivered to Macy’s customers.  Is your company over-paying this sub-contractor for their delivery services? Sharon, I am a retired [redacted] veteran in my 70’s, and my wife is wheelchair bound and dying from an extremely rare, incurable disease.  In total, we only have about 25 hours of free time every month – and it’s really a shame to spend so much of our irreplaceable time chasing Macy’s. Hopefully, I will not have to spend another 6 months chasing Macy’s for the $199.92 and $200.00 that Macy’s has been promised to us. Regards, [redacted]###-###-#### (after 1:PM)[redacted] cc: [redacted] Revdex.com complaint #[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 response provided does not resolve the issue. To date, I still do not have access to my account online, and I still have not received my statements via e-mail as requested. I physically entered my local Macys store to make payment, and I was told that I did not have a balance. I had to insist that the store associate check the system again. It took several attempts for her to pull up my account information. There is an apparent issue with my account. I am a loyal customer who has always paid on time via the online portal upon receipt of my E-Statements. I am very disappointed in the manner in which Macy's is handling this matter. 
Regards,
[redacted]

In regards to this complaint, I have just responded to reject response from Macy's because I have regularly checked my inbox, where all my solicitations from that store are sent, and had not received any response from them. Something, however, told me to do a search in my junk folder where I did find a response. I will reach out to them tomorrow however as far as it concerns Revdex.com I thank you and do accept response from company. Thank you.

December 23, 2015
[redacted]
[redacted]
[redacted]
Re:       RevDex.com Complaint ID [redacted]
           ...

Macy’s
[redacted] account ending in [redacted]
            Macy’s [redacted] account ending in [redacted]
(lost/stolen)
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.  We sincerely regret any frustration you may
have experienced regarding the unauthorized purchases on your Macy’s American
Express account, and for the problems you encountered while attempting to
resolve this matter.
Upon review, I found the full amount of the fraudulent
purchases ($753.81) and related fees ($28.75) were removed on October 16,
2015.  However, in error, we credited
$213.23 and $211.42 twice.  Therefore, on
December 18, 2015, we charged back $213.23 and also $211.42.  These adjustments will appear on your
December 2015 billing statement.  For
reference, I am sending copies of billing statements from September 2015
through November 2015.
Our macys.com website was recently redesigned and
underwent a scheduled credit system update for the Macy's credit card accounts.
I am again sorry for any frustration or
inconvenience this may have caused you when you were unable to view your online
billing statements, and for the problems you encountered while trying to access
your account on-line.  According to the notes
from November 2, 2015, a member of our Technical Assistance Team attempted to assist
you; however, you refused to add another browser or your account online.  Kindly know that because the Macy’s American
Express account ending in [redacted] is a newly-reissued account, you will need to
register and create a new profile.  If
you experience any further difficulties, please contact our Technical
Assistance Team directly at ###-###-####, option 6, and a representative will
be happy to assist you.
[redacted], if I may be of any further assistance,
do not hesitate to call me directly at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed December 23, 2015
cc:     [redacted], Revdex.com