Macy's

[redacted]   [redacted]
 
 
July 24, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  RevDex.com ID [redacted]
 
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.  I intended to discuss this matter with you
personally; however my attempt to reach you by telephone was unsuccessful.  However, I was able to leave you a voice mail
message on July 17, 2015, and correspond with you via email.  I am sorry to hear of your frustration and concerns
with the Plenti program. 
 
In
reviewing your online order #[redacted], the method of payment that you used
was a [redacted] Card.  Per the Plenti
Program details, when you use a credit card other than a Macy’s store card or
Macy’s [redacted], you earn 2 points for every $10.00 spent on beauty and
fragrance at Macy’s and macys.com.  Your fragrance
order merchandise total was $192.00, which qualified you for 2 points for every
$10.00 spent.  In reviewing the points
awarded, you received 40 points which is accordance with the point awards.  The calculation is $192 / $10 = 19.2 which is
rounded up to 20, then 20 x 2 = 40.  If
there were other promotions available at the time of your purchase, in order to
be eligible for the boost points, you are required to sign up for the promotion
on the plenti.com website prior to making your online purchase.  As a courtesy to you, and a gesture of good
faith, I have credited your Plenti account with the additional 200 points,
which brings your point total to 240. 
 
The service you describe is
not indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations
to meet exceedingly high levels of service and from your comments it appears
that we have disappointed you in this area. 
While we do not like to hear that you were disappointed, your feedback
is very important to us as it assists us in truly understanding our customers’
experiences and directs our attention to areas in which we can improve our
service quality. 
 
[redacted], thank you again,
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,
 
 
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
 
cc:  [redacted], Revdex.com

Dear
Ereico,
 
I am
in receipt of complaint ID [redacted]. I have reached out to the customer but
have not received a response.
 
Our
records indicate that the credit was posted to his current Macy's account on
6/03/2015. As the credit has been posted, Macy's will now...

consider this matter
closed.
 
Sincerely,
 
[redacted]
[redacted]  [redacted]

July 14, 2016Dear [redacted]:I am in receipt of your complaint number [redacted]. After speaking with the customer we agreed to credit his extended warranty coverage. Macy's considers the matter resolved. Thank you,Macy's Executive office

Dear [redacted],We are in receipt of Revdex.com Complaint ID # [redacted]. We have made several attempts to contact the referenced customer, however we have not been able to reach him through his email provided by him on his order or speak to him by phone.   I have carefully reviewed all matters as...

expressed in the complaint.  I'm sorry [redacted] reservation’s #[redacted] and #[redacted] dated 12/11/2016 was not processed.  The order was canceled because our Consumer Protection Department was not able to match the information on his order to the billing information at the bank or Credit Card Company provided by the customer.We have implemented many different security measures to ensure the security of our shoppers. One of our security measures is to verify the billing information provided by our shoppers with the billing information on file at the issuing bank of the credit card used to place the order. Unfortunately, our Consumer Protection Department was unable to verify all of the provided information, and the order has been cancelled. Please know that we take the security of our customers’ information very seriously. Our security policies are in place for the protection of our customers. We will continue to work diligently to protect our customers from unauthorized charges and to make the shopping experience with us as safe for our customers as possible. Based on this, we consider the matter closed satisfactorily. Thank you.  Beverly P. Omnichannel Presidential ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### EXT: 38526| Email:  [redacted]

December 20, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Fine Jewelry Return Policy   Dear [redacted]:   I am in receipt of your...

complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office. As a representative in this office, I was asked to review and respond to your concerns.   We sincerely apologize for any inconvenience or frustration this matter may have caused you. Macy’s has a liberal return policy, and we will accept for exchange or return merchandise that does not completely satisfy you. However, Macy’s uses a return verification system and all returns and/or exchanges are subject to validation and approval. Some restrictions apply and are posted in the specific departments. This is also stated on the back of the receipt, which was given to you when you purchased the bracelet. For clarification, fine jewelry may be returned within 30 days of purchase, if the merchandise is in new condition and the tags have not been removed.  Our Fine Jewelry return policy states that once the merchandise has been altered, it is not eligible for return. In respect to the quality of the bracelet, we work very closely with our vendors to make sure that all of our merchandise meets our expectations for our customers.   I reviewed this matter with our [redacted] Store Manager, and she declined your request to exchange it for another bracelet because it was sized (altered) and the tags were detached. Therefore, I must also deny your request for an exchange.   Thank you for the time you took to bring your concerns to our attention and for giving me the opportunity to respond. I am aware this is not the resolution you were seeking, but I hope you can understand our position although it may differ from your own. Although we like to respond favorably to every customer’s request, that is not always feasible. We are required to maintain and adhere to specific policies and procedures to ensure our customers nationwide receive fair and consistent treatment. If you have any further questions or concerns, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        [redacted] Store Manager

[redacted]   [redacted]   February 16, 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 know that this is the first communication that we received from you in our office.  I would be happy to further review why your concerns were not addressed, if you would provide me with the name of the person you spoke with.   I was disappointed to read about your experience with the sales associate at our Macy’s [redacted] store.  As a company committed to having a diverse customer base, we do not condone or tolerate discrimination of any kind.  Our goal is to have professional and knowledgeable associates, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Please accept my personal apology for any inconvenience or frustration you may have experienced.  I forwarded your concerns to our Store Manager and her executive.  They offered their apologies and assured me that they have addressed your concerns.  They also confirmed that our store carries plus size clothing.   Upon research, I found that when you returned your online order merchandise totaling $90.28 at the [redacted] store on January 12, 2017, the full amount was credited back to your gift card ending in [redacted].  This same gift card shows you used $57.23 for a recent online order on February 9, 2017. I am enclosing copies of these receipts, for reference. Since we already credited your return, I must decline your request to refund you with a check or a [redacted] gift card.   [redacted], thank you for the time you took to bring your concerns to my attention and for giving me the opportunity to respond.  If I may be of assistance on another matter, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   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.    I have left several  messages with Mrs. O. as well but have yet to speak with her personally. I am still interested in resolving my complaint.  This matter has been ongoing for at least a year. I have spoken to everyone I could possibly speak with at Macys with no resolve. 
 
Regards,
[redacted]

Hi [redacted], I am in receipt of Complaint ID: [redacted]. I am working with the customer to address the credit issue. I have made a credit adjustment in the amount of $1525.02. We are now working to address the wording any future warranty issues that might occur so there will not be any confusion on how to handle any processing adjustments to any future replacement. Michael M. Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

March 9, 2017   [redacted]   Re:  Revdex.com, Complaint ID [redacted]         Macy’s Gift Card ending in [redacted]   Dear [redacted]:   I am in receipt of your complaint filed with...

the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.   In researching your concerns, I partnered with our Gift Card Department and found that when you attempted to use your Macy’s Gift Card on macys.com; unfortunately, the security code (a.k.a. CID) was incorrectly entered several times, which placed a temporary hold on the funds until we could establish ownership of the card.    The Gift Card CID is designed to function as a tool to prevent fraudulent use of the funds on the card; it ensures that only the true owner of the card has access to the funds, as only the owner of the card has access to the CID.  Our research shows a significant increase in the likelihood that the card is being used fraudulently when the CID is incorrectly entered several times; therefore, in these instances we will place a hold on the funds to establish ownership of the Gift Card.  In order to establish ownership of the card, valid proof of purchase and copies of the Gift Card must be produced and compared with our records to release the funds.  I am sorry if this process was inconvenient for you; however, I hope you understand this industry practice is truly designed for your protection.   I am pleased to advise that the Macy’s Gift Card still has the original balance of $50.00, and may be used for immediate redemption inside any Macy’s store or on macys.com.  However, should you encounter any issues on the card, we are happy to send a replacement.  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]

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 emailed you on 10/28 regarding my minimum payment for my Macy’s account and why it is so high, and never received a response from the Revdex.com or Macy’s. I am considering filing another complaint as my issue is not resolved. Can you please assist?Thanks,[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.   
[ I have already spent hours on the phone with Bloomingdales over this issue. All I'm asking for is the April late payment to be removed as Bloomingdales's has removed all other late payments for May June July Aug as they determined that it was their fault. I'm perplexed why they didn't remove the April late payment though.   Firstly Bloomingdales states that although I was signed up online, there were no email alerts being sent to me about the lates er, by law I am supposed to receive notice of a 30 day late being reported. I received no such notification.  Secondly,  I had moved to [redacted]  however Bloomingdales's entered the address incorrectly in their system as [redacted], I have no idea how the name of my street was incorrectly taken down. The reason why mail was returned to Bloomingdales/s is because the address the took down incorrectly does not exist.   I have attached my bank statements for you to review that show that I was living at [redacted]e all this time and during the time the lates were incurred.The attached Bank statements show a $136,000 balance during the time of the lates. So you can see there was absolutely no reason to not pay a $27 balance and destroy my perfect credit.    My family and I have spent thousands of dollars over the years at Bloomingdales, and it is very disheartening to see Bloomingdale's refuse to see the gaps here and fix a simple issue which is costing me dearly.  
[redacted]

[redacted]   [redacted]
January
27, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's
account ending in [redacted] - closed
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 (DSNB).  I apologize if my
previous response did not address your concerns. 
I
understand your disappointment that the $720.20 in deferred interest from your
Special Event Account was assessed once the promotional period ended in
November 2014.  As stated in my letter
dated December 31, 2015, each of your billing statements did contain a written
notice on the first page stating “You must pay your Special Event Account
balance showing a payoff due date of November 3, 2014 to avoid paying deferred
Interest Charges”.  Unfortunately, we
must respectfully decline to remove the interest because it was properly
assessed.
[redacted], we truly do value your business and we regret that you closed your
account.  Although we don’t want to lose
you as a customer, I have to decline your request for a gift card or adjustment
as we did not make any errors in this situation. If I may be of assistance on
another matter, please contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc: 
[redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
This is was NEVER resolved by Macy's, but more to me just not wanting to continue the communication as it was evident they just wanted this issue to go away.  I understand that Macy's is a massive company and dealing with this individual complaint was more of an annoyance than truly a learning opportunity to address a dedicated Macy's customer issue that is a reflection of how they truly do business.  The response from Macy's on the resolution just seemed a bit insincere and was "resolved" in their eyes only because I didn't want to continue to wait for true resolution or even sincerely addressing my concerns and just decided to purchase new items that I needed.  The ultimate insult in this issue is the fact I had to pay to return the invalid listed shirts, and no don't want anything for that as I will never forget how they addressed this issue right from the start.If you need to close this then fine, but I feel this complaint should remain on their record given the lack of effort in truly resolving my issues.  I would hope Macy's doesn't look upon the event and supposed resolution as a success in any sense of the word.
Regards,
[redacted]

February
26, 2016
C[redacted]
3[redacted]
[redacted] 
Re:  [redacted] – Case #[redacted] 
        Revdex.com complaint ID
[redacted]
        Macy’s
account ending in 5732
Dear [redacted]:
We are in
receipt of your complaints filed with the Consumer Financial Protection Bureau
and the Revdex.com and forwarded to Macy’s Executive Office, where
as a liaison, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  Please
accept my apology for any frustration you may have experienced in this
situation regarding your Macy’s account and for the service you described
receiving. 
Our
telephone calls were intended as a courtesy to remind you of a recently missed
payment and represent an opportunity to assist our customers with maintaining a
good payment and credit history with us. 
When you answer the phone, it may take a couple seconds for our
associate to be connected to the call. 
We
recently underwent a system conversion for the Macy's credit card
accounts.  Unfortunately, the
implementation of this upgrade caused some challenges, one of which was the truncating
of the address on some accounts with long addresses.  My review confirmed that your account was
affected by this transition and your card and billing statements were returned
to us by the post office.  A correction
is now in place. I have included copies
of your billing statements for August 2015 through January 2016 for your
review.  We’ve corrected this issue for
affected customers and management is currently evaluating how to treat affected
cardholders. 
I removed
all remaining interest charges and late fees that were not adjusted previously,
totaling $67.45.  This adjustment leaves
a credit balance of $39.45, which I have taken the liberty of refunding to you
in the form of a check which you will receive under separate cover in 7-10
business days.  We deleted the record of
delinquency from our records related to this situation and directed the credit
bureaus to correct their records as well. 
Please allow 7-10 business days for the bureaus to respond to our request.  Also, the credit limit of your account was
returned to $600.00, and a card was requested for you on January 11, 2016.  If you have not received it, please call me
at the number below. 
Thank
you for allowing me to respond to your inquiry. 
Should you have any additional questions, feel free to contact me at the
telephone number listed below. 
Sincerely,
Michael J.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
[redacted]  [redacted]
      [redacted], Revdex.com

January 22, 2016
[redacted]
[redacted]
[redacted]
Re:       RevDex.com complaint # [redacted]
            Macy’s
[redacted]...

account ending in [redacted]
            Macy’s account ending [redacted]
On behalf of Department
Stores National Bank:  
Contact Date(s) With Customer:  January 20, 2016
Complaint Summary:  [redacted] had fraud in the amount of $53.50
charged to her Macy’s store card account, ending [redacted], on October 4, 2015.  She called to advise that the charge was not
hers, she completed a Statement of Fraud, and was told that she has to wait for
the resolution.  During that time the
account assessed late fees and interest charges.  She wanted her account cleared of fees and to
have her credit bureau cleared of delinquencies.  I was able to complete all requests.  I spoke to [redacted] and she is pleased with
the resolution. 
Resolution:  The fraud charges were cleared January 8,
2016.  All late fees and interest charges
were credited to the client’s account creating a credit balance of $9.95.  We also cleared our internal records of any
delinquency associated with this issue, and have requested the credit reporting
agencies update their records and delete any history of delinquency from the
time period of October 2015 through December 2015.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.  [redacted]
had a credit balance on her store account from a misapplied payment; the
payment was transferred to her Macy’s [redacted] ending in [redacted] on
January 20, 2016 in the amount of $167.50.
Cathy D.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com

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 Macy's, I wish to extend an apology to you for any...

inconvenience. I would welcome the opportunity to better address your concerns, however, there are additional details that need to be discussed.  As mentioned above, several attempts to contact you have been unsuccessful.  Please contact me at the telephone number below in order to resolve this matter. Sincerely, Teresa M. 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.  I will contact you should there be any further issues in getting this resolved.
Regards,
[redacted]

November 14, 2017     [redacted] [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        [redacted] Cookware          ...

On behalf of Macy’s:    Contact Date With Customer:  November 13, 2017                                      ...⇄   Complaint Summary:  [redacted] purchased cookware at Macy’s in 2015.  Due to his military service, the customer was unable to bring his items in for return when they began to peel.  When he went to the store to request a return in 2015, his return request was denied.    Resolution:  I spoke with [redacted] on November 13, 2017.  He will be leaving his current location and moving to [redacted], ** the end of the week, and will not be able to visit another store in his current area before he moves.  [redacted] and I discussed that the return policy for Macy’s is currently 6 months, and was previously 12 months, and that his return does not fall within the return time frame.  However, due to his circumstances we would like to contact a store in the area he is moving to see if there are any options to return or exchange his merchandise.  [redacted] has contacted the warranty department to see if his items are covered under warranty and is awaiting a reply.  I provided [redacted] my contact phone and email address, and he has agreed to contact me after he gets settled in his new area so we can continue to research his options.         Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]

February 27, 2018 Revdex.com:  We received the complaint for Rebecca Reid regarding ID #[redacted]. The customer stated she was told she could not pick up the merchandise but would have to pay the $99.00 for delivery. I spoke with the customer regarding her concern and...

advised that at this time we no longer offer customer pick up of the merchandise. I advised the customer that we can allow for the refund of $99.00 delivery fee. The customer was satisfied with this resolution.Macy’s Executive Office Terri W.Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

[redacted], I have left two messages for this customer but have not heard back from him. I have sent him an email also today with my contact information.Please let [redacted] know we are ryinh to reach him to resolve this matter. Thank you. ThanksGeeta...

C. Phone:###-###-####|  Fax: ###-###-####|[redacted]