Macy's

December 29, 2015[redacted]Re: 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 am so sorry for any inconvenience experienced after the delivery of your furniture purchased on sales check 75506411. Our records reflect you contacted our Furniture and Bedding Customer Service Department on or about 12/2/15 advising the cushions were beginning to compress.  Arrangements were made to have the sofa inspected for defects.  According to the technician's report, the sofa is within manufacturer's specifications, and cannot be replaced via the manufacturer's warranty.However, as a one time accommodation, I have set up a return for the [redacted] sofa and ottoman purchased. A credit in the amount of $1023.96 should post to your Macy's account within 14 business days after pick up on Saturday, 1/16/2016 at your [redacted] address.  Additionally, I have submitted an adjustment for the delivery fee applied to your order. Please allow up to 7 business days for your credit in the amount of $116.60, tax included, to post to your Macy's account.Thank you for allowing us the opportunity to respond to your concerns.  Your continued loyalty is important to us, as well as appreciated.  If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below.  Sincerely,Angela L.Macy's Executive Office###-###-#### Extension [redacted]cc: Revdex.com

February 23, 2017 [redacted] Dear [redacted]: I am writing in regards to complaint ID # [redacted]. I worked with customers [redacted] and [redacted] to resolve the adjustable base. We had the new version of the adjustable base delivered on,...

2-17-17 to resolve their concerns. At this time, Macy's finds this matter closed. Sincerely, Macy's Executive Office ###-###-####

Hello Tina, We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted]. After further review the customer's item arrived at our fulfillment center, therefore, as of 6/30/2016, [redacted] refund has been processed back to her original method of payment. Based on the above, we consider this issue resolved. Best regards, Michele S.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

[redacted]   [redacted]
December 4, 2015
[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.  It was
a pleasure speaking with you, and I appreciate the courtesy you extended to me
during our conversation.  This letter is
a follow up to our discussion.
We sincerely regret that the
$1,137.35 payment sent by your bank was not applied to your account, and you
had to send us a copy of the cancelled check for our Billing Adjustments
Department to research the missing payment. 
Please accept my personal apology for any inconvenience or frustration
you may have experienced and for the length of time it took to resolve this
situation.
Upon review, I found that we
were able to locate your payment with the information you provided.  Although we received the $1,137.35 check on
September 23, 2015, the remittance did not reference your Macy’s account number
and we were unable to post the payment in a timely manner.  However, we applied the $1,137.35 check
payment to your account on November 5, 2015, and removed $51.14 in interest
charges, leaving your account with a $73.13 credit balance.  These adjustments appeared on your November
11, 2015, billing statement.  On December
2, 2015, we mailed you a $73.13 refund check that you should receive within
seven (7) to ten (10) days under separate cover.  As of today’s date, your account reflects a
zero ($0.00) balance.
In regards to your credit score, when we received
your initial billing dispute we placed a payment dispute on your account so
that this situation would not negatively impact your credit standing.  Credit reports are completely managed by the
credit reporting agencies and we have no control over how your credit score is
calculated.  I assure you that no
derogatory account information was reported during the time period of our
investigation into your missing payment.
[redacted], thank you again
for bringing this matter to our attention and giving me the opportunity to
reply.  Your business is important to us,
as well as appreciated, and we hope to better meet your needs in the
future.  Do not hesitate to call me at
the telephone number listed below if I may be of further assistance. 
Sincerely,
[redacted] Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

[redacted]   [redacted]
December 8, 2015
[redacted]
Re:    Revdex.com 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. 
Please accept my sincere apology for any frustration and inconvenience
you may have experienced concerning the payment due date change and late fee
charged on your Macy’s account.  I
attempted to contact you personally to discuss this matter; however, I was able
to leave a message for you.
As
you aware, we recently underwent a scheduled credit system update for the
Macy's credit card accounts and redesigned our macys.com website.  In alignment with this, some of our
customers’ payment due dates were moved, and this information was communicated
to those customers impacted via a message that appeared on their monthly
billing statement.  I am enclosing a copy
of your billing statement for the period ending on August 30, 2015, which shows
this reminder on Page 3 that “In connection with recent system changes, your
payment due date has changed to the 26th
of the each month beginning with this
statement.” Additionally, letters were sent on, or around September 3,
2015.  I am again truly sorry for any
confusion this may have caused you.
As I
stated in the voice message I left for you, the monthly due date of the 28th is
not available, and we are only able to change the billing cycle date once every
six (6) months.  Also, I confirmed the
$27.00 late fee that was charged to your account from September 26, 2015, was
removed on September 30, 2015.
[redacted], I am aware this is not the full resolution you
were seeking.  Although we like to
respond favorably to every customer’s request, that is not always feasible. However, I
appreciate the
time you took to bring your concerns to my attention and for giving me the
opportunity to respond.  Of course, if you have any further questions, do not hesitate to call
me personally at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Dec. 8, 2015
cc: [redacted], Revdex.com

[redacted],
We
received the rebuttal for [redacted] regarding ID [redacted]. The customer
stated they have not received the refund for their defective merchandise. We
have left a message with the customer to advise that once the merchandise is
picked up, the credit will post to their Macy's account. We advised the
customer to call to schedule return date with referenced return document.
Macy's
Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
You have not addressed my concerns though. You have provided the credit bureaus different delinquency dates and I have provided them to you and they reflect the different delinquency dates. The issue I have is that it is against the law and your company refuses to abide by the law. I am looking for additional help beyond your company because your company refuses to correct their wrong doings. At this point I am looking for the Revdex.com to resolve the issue themselves. Macy's is not willing to provide accurate information to the credit bureaus as required by Federal Law.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] I want the mattress cleaned, and/or replaced.  Thanks.

[redacted]   [redacted]
January 5, 2016
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
We
appreciate the time you took to contact us about the information listed on your
credit report for the above referenced Macy’s account.  I was disappointed to read about the
conflicting information and difficulties you encountered in trying to resolve
this matter, and I apologize.  Please be
assured that the service you described receiving from our staff is not typical
of the level of outstanding customer service we strive to provide.  After reading your complaint, I can certainly
understand your frustration regarding the events that transpired with our
telephone representatives.
Upon
review, I found that this account was opened on August 28, 2008.  You made a $137.32 purchase on the same date,
which received a $20.61 New Account Discount. 
The account had a $116.71 balance for the billing period ending August
28, 2008, with a $5.00 minimum payment due by September 28, 2008.  Late fees and interest charges were applied
each month when we did not receive any payments by the September 28, 2008, or
October 28, 2008, due dates, and your account was reported as thirty (30) days
late to the credit reporting agencies. 
We received your $149.02 payment on November 8, 2008, bringing your
account current with a $31.83 remaining balance due.  Because you missed two consecutive payments
for the months of September 2008 and October 2008, the delinquency we were
reporting for October 2008 was accurate. 
Regarding
your request to delete this account from your credit report, it is the
responsibility of the credit reporting agencies to remove old information from
credit reports.  However, in the interest
of customer service, we requested that [redacted] and [redacted] delete
this account from your credit report on December 28, 2015.  Kindly allow seven (7) to ten (10) business days
for the credit reporting agencies to update your credit profile.  In the interim, this letter will serve as
confirmation of our request.
Thank
you for bringing this matter to our attention and giving me the opportunity to
reply.  If you would like copies of your
August 2008 through November 2008 billing statements, or if I may be of
additional assistance, please do not hesitate to contact me. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

August 22, 2017[redacted]Re: Revdex.com, Complaint ID [redacted] Macy’s account ending in [redacted]Dear [redacted]:I am in receipt of the additional comments you filed with the Revdex.com, which were forwarded to Macy’s Executive Office. As a liaison in this office, and because I am familiar with this matter, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). I am sorry that you are dissatisfied with my previous response. While I understand your position, unfortunately, we are unable to accommodate your requests. Though credit reporting is voluntary, if a creditor chooses to report account performance, they must do so accurately. In order to maintain the integrity of credit information in the marketplace, it is important that creditors refrain from deleting reported account history unless a bank error occurred. Here, as stated in my earlier response, there was no bank error. By opening and using the Macy’s account, you consented to the DSNB Credit Card Agreement, which governs the usage and reporting of your account and specifically notes, “Late payments, missed payments, or other defaults on your account may be reflected in your credit report.”To address your concerns regarding the time frame for reporting this account, the reporting for your account will expire 6 years and 9 months from the first date of delinquency, which was October 9, 2011. Accordingly, the reporting will expire in 2018. Further, as we stated in our previous letter, due to the age of your debt, we do not accept payments over the phone. If you would like to mail a payment for your account balance, you can mail it to our voluntary payments address, which is [redacted]. Once your payment posts to the account, we would be happy to send you a letter confirming the ending balance. Additionally, we will update our reporting with the credit reporting agencies with the balance at that time. Payments are posted on the date they are received. [redacted], I trust this will clarify any misunderstanding you might have. If you have any questions, please feel free to contact me directly at the telephone number listed below. Sincerely, Stephen C.Macy’s Executive Office###-###-#### Extension [redacted]The Macy’s Card is issued by Department Stores National BankMr. James KeltyApril 7, 2017[redacted] 2 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.  FI have not received a message from Macy's and I cannot reach the phone number provided in their response. If Ms. R. wants to call me she can use my cell phone number which is ###-###-####. Thank you. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
After reviewing the credit Macy has since recharged the amount that was credited so at this point they can give me a gift card. I have contacted the lady that I spoke to but have not heard back from her. Also, I have not received a solution to the mattress situation from Macy's and other credits that I am owed for return that they have not credited. ?? thank you
Regards,
[redacted]

[redacted]   [redacted]...

[redacted]
January
20, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint #[redacted]
        Macy’s [redacted] account ending
in [redacted] (closed)
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 apologize for any frustration and inconvenience you may have
experienced regarding your Macy's [redacted] account, and for the
problems you encountered while attempting to resolve this issue.
A review of your account
indicates that the enclosed billing statements for the time period January 2015
through August 2015 shows you were never charged a late fee when you made
payments of less than the minimum payment due. 
The billing statements from September 2015 through December 2015 (also
enclosed) reflect your payments met the minimum payment due.  For further review, we forwarded a copy of
your complaint to our Recovery Department and confirmed that your Macy’s [redacted] was never charged off.  However,
in error, your account was placed with an outside collection agency, [redacted] ([redacted]).  We have recalled
the account from the outside collection agency. 
Since there was no history of delinquency, your account was not reported
to the credit reporting agencies.
Thank you for bringing this matter to our attention
and giving me the opportunity to respond. 
As a gesture of goodwill, please accept $50.00 in Macy’s Money as an invitation
to shop with us again.  Please do not
hesitate to call me at the telephone number listed below if I may be of further
assistance.
Sincerely,
Regina
M.
Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosures / mailed January 20, 2016cc:   [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of the inquiry, filed on your behalf, by [redacted] of the
Cincinnati 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 would like to extend my sincerest apology for the
inconvenience and frustration you experienced due to the delay of your
shipment.  Upon receipt of your inquiry,
I immediately performed a thorough review of our records as they pertain to
your macys.com order number [redacted]. 
Our records indicate the package containing the [redacted], [redacted] in chestnut was never shipped.  As
such, a credit in the amount of $63.13 was issued to your [redacted] account
ending in [redacted].  Please allow five
business days for this credit to post to the account.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.    As an
extension of our apology, I am sending you a $25 Macy's gift card under
separate cover.  You should receive the
gift card within 5 business days from the date of this letter and you may use
it on macys.com or at any Macy's store nationwide.  If I can be of further assistance, please
feel free to contact me at ###-###-####. 
My office hours are Monday through Friday, 9:00 AM to 4:00 PM, Eastern
Time.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com of
Cincinnati

March 29, 2016
[redacted]
1 E Fourth Av.
Suite 600
Cincinnati, Ohio 45202
Dear [redacted]:
March 29, 2016
We are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we...

consider the matter closed satisfactorily. Thank you.
Sincerely,

Jan B. Macy's Executive Office
###-###-#### Extension [redacted]

CC: [redacted]

January 2, 2017     [redacted], [redacted]   Re: Revdex.com 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.   Unfortunately, your complaint did not provide specific details concerning your purchase transaction or the store location that you visited.  For clarification, if our stores further reduce an item within 10 days of your purchase, we will refund the price difference when you present your original receipt.  Please accept my sincere apology for any misinformation that was provided to you by the sales associate.  Signage regarding this policy are located within the store and displayed at each register.   If it is more than ten (10) days since your purchase, as a courtesy to you, a store may allow you to return the item, and then re-purchase it at the lower price.  This is within the store’s discretion and is done as an accommodation to you.  We regret if this was not properly explained to you at the time of your visit.   [redacted], your business is important to us, as well as appreciated.  I hope that you will view this as an isolated incident and continue to choose Macy’s for your shopping needs.  If you have any questions, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy’s Executive Office ###-###-####   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 told Tonie that I would not be home for UPS to accept the shoes. I guess that's a part of their customer service, they don't listen.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Regards,
[redacted] I spoke with someone from the Executive Office and she was willing to remove an interest charge of  $2'..00.  Their reply was prompt and handled professionally however I still have not been able to access my account on line after making several calls to customer service I am cut off. I am able to access my account on the automated system but given an incorrect balance of $200 plus. I had a zero balance.   I made a purchase of $179.00 on 9/12 but when I  called on the phone I was told my balance was the $200 plus.  I was able to talk to a live person  several times and each time told I had the wrong department and when transferred got cut off.  I will contact the person I spoke to at the Executive Office. Thanks [redacted]

[redacted], We are in receipt of the Rebuttal for Complaint ID #[redacted]. To resolve this issue, another request was submitted for a Merchandise Only Certificate to be sent to the customer. According to our records, the certificate was mailed to the customer on 5/4 and delivered within 2-3 days.  At this time, Macy's will consider this matter closed. Thanks,Angela L. Macy's Executive Office