Macy's

[redacted] ([redacted]) has just filed her fourth rebuttal.  She has not raised any new concerns, and we have answered her questions numerous times.  We have told [redacted] that we consider the matter to be resolved, and we will not be responding to any further inquiries/rebuttals.  Thank you.Jay S.  |  Executive Liaison Coordinator  |  Executive Liaison Team ###-###-####  |  [redacted] Macy's Credit and Customer Services  |  [redacted]  [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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]   [redacted]     June 19, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        [redacted] Coffee Brewer   Dear [redacted]:   I am in receipt of your additional complaint forwarded to us by the Revdex.com.  As a representative of Macy’s Executive Office and since I am familiar with this issue, I was asked to review and respond to your concerns.  I called the phone number that you provided on your complaint on June 15, 2017, and spoke with your husband.  He assured me that he would convey my message to you, and also clarified that you were both out of town when I attempted to contact you a couple of weeks ago.   I am pleased to convey that after receiving your online order information, we contacted macys.com and arranged to have a return label emailed to you at the address you provided in your complaint.  Kindly return the coffee brewer for an exchange. I am again sorry for any inconvenience you may have experienced.   [redacted], thank you again for bringing this matter to our attention and giving me the opportunity to respond. If I may be of additional assistance, please call me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

May 09, 2017[redacted]Marketplace Resource ConsultantCincinnati Revdex.comDear [redacted]: I am in receipt of complaint ID: [redacted]. I have addressed all concerns to [redacted] satisfaction. Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

August 22, 2017 [redacted] Re:  Revdex.com Complaint ID #[redacted]        Macy’s store accounts ending in [redacted] (open), [redacted] (lost), and [redacted] (lost) Dear [redacted]: I am in...

receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you. My research confirms the account ending in [redacted] was opened on January 6, 2017, and merchandise totaling $165.98 (after the New Account Discount) was purchased.  On January 20, 2017, additional purchases were made in the amount of $115.72.  On February 3, 2017, another purchase in the amount of $356.81 was made, as well as a return credit in the amount of $12.01.  The signatures for all three (3) purchases are identical; therefore, the Fraud Claim was denied.   On January 9, 2017, you reported your card as lost/stolen and the account ending in [redacted] was immediately closed and account ending in [redacted] was opened and a new card mailed to you.  On February 24, 2017, you reported your account ending in [redacted] lost/stolen.  This account was also closed and account ending in [redacted] was opened.   On July 17, 2017, after receiving your employee timesheet documents, the claim remained denied.  The documents you submitted are not legible and do not clearly state you were at work during the times of the purchases.  At this time, the denial of your fraud claim remains.  Please feel free to submit a legible copy of your timesheets clearly showing the hours you were at work on January 20, 2017, and February 3, 2017, for further review.  You can email this documentation to [redacted] or fax them to ###-###-####. As of the date of this letter, your account is open with a $200.00 line of credit and an unpaid balance of $772.50, with a minimum payment of $252.95 (of which $191.00 is past due), due by September 17, 2017.   Per the DSNB Credit Card Agreement, you are responsible for payment on the undisputed balance on your account.  We have received two payments on your account for a total of $86.20, with the last payment being received April 7, 2017.  The undisputed balance on your account is $165.98.  On March 31, 2017, after an account and Credit Report review, your credit limit was reduced from $600.00 to $200.00. [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you need assistance.  Until such time that legible documentation is received for our review, we consider this issue closed.  Sincerely,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com  The Macy's card is issued by Department Stores National Bank.This is an attempt to collect a debt and any information obtained will be used for that purpose.

[redacted]   [redacted]
January 22, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted]
On...

behalf of Department
Stores National Bank: 
Contact Date(s) With Customer:  January 22,
2016
Complaint Summary:  [redacted] applied to reopen her
Macy’s account in October 2015, and was advised she could not use the card
until she has signed an agreement.  Over
a month later, she still had not received the agreement and is unable to use her
account.  [redacted] contacted our credit
department and was given multiple different responses, as well as being told we
would not speak to her about the account.
Resolution:  Upon researching her concerns, I found the
account was requested to be opened on October 12, 2015, and our credit
department stated a hold was placed until she received the Department Stores
National Bank Terms and Conditions.  In
December, a card was sent along with another Terms and Conditions packet.  I contacted [redacted], apologized for the
delay, and was advised she received her card along with the agreement and is
able to use her account.  This resolved
the customer’s concerns.
Stephanie P.
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.  For your reference, details of the offer I reviewed appear below.According to [redacted] Business and Professional Code, Division 7. General Business Regulations [[redacted] - [redacted]]  ( Division * added by Stats. [redacted] )  PART 3. REPRESENTATIONS TO THE PUBLIC [[redacted]]  ( Part 3 added by [redacted]. )  CHAPTER 1. Advertising [[redacted]  ( Chapter 1 added by [redacted]. )  ARTICLE 1. False Advertising in General [[redacted]]  ( Article 1 added by [redacted]. )  [redacted].  It is unlawful for any person, firm, corporation or association, or any employee thereof with intent directly or indirectly to dispose of real or personal property or to perform services, professional or otherwise, or anything of any nature whatsoever or to induce the public to enter into any obligation relating thereto, to make or disseminate or cause to be made or disseminated before the public in this state, or to make or disseminate or cause to be made or disseminated from this state before the public in any state, in any newspaper or other publication, or any advertising device, or by public outcry or proclamation, or in any other manner or means whatever, including over the Internet, any statement, concerning that real or personal property or those services, professional or otherwise, or concerning any circumstance or matter of fact connected with the proposed performance or disposition thereof, which is untrue or misleading, and which is known, or which by the exercise of reasonable care should be known, to be untrue or misleading, or for any person, firm, or corporation to so make or disseminate or cause to be so made or disseminated any such statement as part of a plan or scheme with the intent not to sell that personal property or those services, professional or otherwise, so advertised at the price stated therein, or as so advertised. Any violation of the provisions of this section is a misdemeanor punishable by imprisonment in the county jail not exceeding six months, or by a fine not exceeding two thousand five hundred dollars ($2,500), or by both that imprisonment and fine. (Amended by [redacted]) This regulation clearly refutes Macy's claim that they did not set up a display that clearly implies the gift set only consisted of a perfume and sample instead of these two and a full size lotion.    
Regards,
[redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  We have spoken to [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Sincerely, Julie R.Liaison, Omnichannel...

Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

May 25, 2016 [redacted]  [redacted]  [redacted]  Re:  Revdex.com Complaint ID [redacted]           Macy’s account ending in [redacted]  Dear [redacted]:  Thank you for your additional comments. We will mail the requested documentation to you today. Sincerely,Michael J.Macy’s Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted], Revdex.com

February 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I have received your most recent comments regarding the complaint you filed with the Revdex.com.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to address your additional concerns.    As previously stated in our letters sent to you on December 23, 2016, and January 31, 2017, the account will not be removed from your credit report as requested.  I understand you are requesting some type of compensation; however, Macy's does not provide compensation for these types of issues.    [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Our decision has not changed on this matter and we consider this issue closed.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]   January 23, 2017     [redacted]   Re: Better Business Complaint ID [redacted]        Macy’s [redacted] 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.   Our records show that I responded to an inquiry on your behalf from the Office of the [redacted] on July 13, 2016, regarding this same matter.  Prior to August 2015, you had both a Macy’s store account and a Macy’s [redacted] account under one Macy’s [redacted] card.  When the card was presented in a Macy’s store or used online at macys.com, the purchases were applied to the Macy’s store account.  When the card was used outside of Macy’s, the purchases were applied to the Macy’s [redacted] account.  Notification was sent to you in June 2015 informing you that the two accounts would be consolidated into one Macy’s [redacted] account in August 2015.  You had opted to receive online billing statements prior to August 2015, therefore, when the accounts were consolidated, online billing continued.    When you shopped in Macy’s on August 31, 2015, your purchase of $55.93 was placed on the Macy’s [redacted] account.  A minimum payment of $27.00 was due by October 26, 2015.  As I explained in my prior correspondence, we confirmed that billing alerts were successfully delivered to your email address at [redacted], however, you only opened the emails delivered on October 2, 2015, (opened on October 3, 2015), January 2, 2016, (opened on January 3, 2016), February 2, 2016, (opened on February 2, 2016), and April 5, 2016, (opened on April 6, 2016).   We received your payment of $55.93 on May 13, 2016, for merchandise purchased on August 31, 2015.  The current account balance is $274.07 which represents late fees and interest charged during the months of October 2015 through April 2016 according to the Macy’s [redacted] Card Agreement.  We are not able to remove the fees and interest charges you incurred. All fees and interest charges were properly applied to your account in accordance with the Department Stores National Bank Credit Card Agreement.  Your account is currently assigned to [redacted]., an external collection agency.  Please contact them directly at ###-###-#### to make payment arrangements.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.    Sincerely,     Nancy M. Macy's Executive Office ###-###-#### Extension [redacted] Enclosures sent via mail   cc:  [redacted]        The Revdex.com           [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.  This is an attempt to collect a debt and any information obtained will be used for that purpose.

July 08, 2015
 
 
[redacted]
7 West 7th St.  
Cincinnati, OH 45202
 
Re: Revdex.com
Complaint # [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of [redacted] complaint. 
I have attached a prepaid...

return label that may be used to return all
seven items from the order.  Once the
items are received, a refund will be processed in the amount of 109.26.  We consider this matter resolved.  Please let me know if you have any questions.
 
Sincerely,
 
 
 
Toneia W.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted]

[redacted]   [redacted]
October 16, 2015
[redacted]
[redacted]
[redacted], [redacted]
Re:  [redacted]
        Better Business...

Bureau Complaint ID
[redacted]
        Macy’s account ending in 0548-2
Dear
[redacted]: 
I am
in receipt of your complaint filed with the [redacted] and forwarded to Macy's Executive Office on September 9, 2015.  We also received the Revdex.com complaint
you filed on September 15, 2015.  As a
liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
It was a pleasure speaking with you and I appreciate the courtesy you
extended during our conversation.  This
letter is a follow up to our discussion.
After
speaking with you, I can certainly understand your frustration with the
difficulties you encountered in trying to access your account information and
pay your bill online at macys.com.   I
was disappointed to learn about your multiple attempts to resolve the situation
with our Credit Customer Service Department and the lack of follow through or
resolution to your online issues by our telephone representatives.  Be assured, the service you described
receiving is not typical of the level of customer service we strive to provide
and we appreciate your bringing this matter to our attention. 
As
discussed, we recently converted our credit system and the credit management
pages of our website. We did not anticipate the level of difficulties we
experienced with the website during the conversion. Information was posted on
the website for a short period of time beginning in late August, and I
apologize that this information was no longer posted when you went online to
pay your bill. I was pleased to learn that you were able to successfully enroll
to manage your Macy’s account online by the time we spoke on September 28,
2015. 
Upon
review, I was able to confirm that we received your September 5, 2015, payment
in a timely manner with no negative impact on your account.  I also confirmed that we received your recent
online payment October 5, 2015.  If you
still need copies of any of your billing statements, please let me know and I
will be happy to mail them to you. 
Thank
you again for bringing this matter to our attention and giving me the
opportunity to reply.  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.  If I can be of further
assistance, do not hesitate to contact me at the telephone number listed
below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted]
       [redacted], Revdex.com

January 13, 2016[redacted]Cincinnati Revdex.com, Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced trying to place her online order. I placed an order for the [redacted] and I honored the sale price she would have...

received had she been able to place her original order. Additionally, I gave a $20 discount to accommodate for her not being able to use her Macy's Money. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-####   Extension [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.  While I understand your policy is written in the paperwork provided, let's be honest about someone taking the time to actually read it while standing at the register or prior to continuing to shop.  Also, I did not notice anything listed at the register that was clearly visible while checking out.  This is why it is with the utmost importance that the sales clerk explicitly explain this information.  I truly felt that it was more about the sales clerk getting the sale of the new account than anything else and that's where there can be issues.  Too much focus is put on the customer agreeing to open the account and should the information be divulged that there's a limit of $100 on the 20% discount, it might deter someone from considering opening a new account.Thank you for the response and credit.  Your efforts are appreciated.
Regards,
[redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  I was able to reach out to [redacted] and I have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne ...

F.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 have determined that this does not resolve my complaint.  
I read Regina M.'s response and yes I did speak with her on January 21st and she told me I would be contacted by Sales Manager Mary E. and Mary did contact me two days later by phone. We discussed the situation and made an appointment for Thursday 4pm January 25th for my wife to bring the ring and ALL the receipts that we had. Mary E. said we could leave all the receipts with her as it might take a few days to figure out exactly the model ring identification from the receipts. When my wife showed up on time as requested she was treated rudely and told once again the same old line that they couldn't accept a return of the ring without the little tag attached, even though the whole point of the appointment and receipts was to accomplish a return without the little tag as promised by Regina M. days earlier. Mary E. did not look through the receipts SHE had requested nor did she keep them for a few days as SHE said she would need. So the appointment was a complete waste of time and Mary E. had just lied about everything she had told me she would do. Then I read the response letter from Regina and ascertained they had no intention of helping at all from the very beginning. I think a small claims court judge would have no problem understanding exactly what took place and what the intentions of the retailer were. They don't even know the inventory they are selling to the public and don't care about accountability once it is sold. In this situation we had one set on return policies for when the item was purchased and then another whole new set of return policies when we tried to return it. That's deplorable.  
Regards,
[redacted]

[redacted]   [redacted]
February 2, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in...

[redacted]
On behalf of Department
Stores National Bank:
Contact Date(s) With Customer:  January 28,
2016, and February 1, 2016
Complaint Summary:  [redacted] has not been able to
link her Macy’s account to her online profile to make payments, since she
opened her account in August 2015.  She
has attempted to contact Macy’s technical assistance multiple times and has
still been unable to get this issue resolved. 
[redacted] feels she is being cheated of customer service as well as her
credit score being at risk.
Resolution:  I contacted our technical support escalation
team and requested that we reach out to [redacted] to assist with setting up her
online account so she can make payments without any hassle.  Kyra from our technical escalation team
reached out to [redacted] on January 30, 2016, and assisted with setting up her
online profile.  I contacted [redacted] today
and was informed she is able to get into her online profile successfully.  I confirmed that she has not received any
late fees and her account is current. 
This resolved her concerns.
Stephanie C.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted]   [redacted]
February 11, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [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 of this office and because I am familiar with your file, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank.  I apologize if you have
been unable to reach me; however, I have not received any voicemail messages
from you.  
As
stated in my response dated January 11, 2016, in searching our systems, I do
not find an account for you in your name, at the above noted address.  If you would like to send me a copy of your
credit reports showing the account information, I will be happy to see if we
can locate the account.  Without
additional details, I am unable to determine whether or how any information
regarding Macy’s may be reporting on your credit report.  Please either fax a copy of it to my
attention at ###-###-####, or if you wish to email this information, please
send it to my attention at [email protected].  Our position on this matter has not changed.
[redacted], I apologize for the continued frustration that you may be experiencing in
trying to resolve this issue.  Please
provide the additional information so we can assist you in addressing your
concerns.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Dear [redacted]: We have received the complaint for [redacted] ID [redacted]. [redacted] states she did not receive full refund of her order after she returned items. After further review, [redacted] was sent a gift card for the remaining refund in the amount of $438.92. We have since removed the...

funds from that gift card and applied them to the [redacted] account used to place the initial order. Based on this, we consider this issue resolved. Sincerely,Michele S.Macy's Executive Office###-###-####