Macy's

February 15, 2018 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted].  I have addressed the consumer's concerns and offered a suitable reimbursement that she has accepted.  Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8215   Mason, OH 45040Office: ###-###-####

[redacted]   [redacted]
October 24, 2015
[redacted]
[redacted]
[redacted], [redacted]
Re:  Revdex.com complaint ID #[redacted]
        Macy’s account ending...

in [redacted]
On behalf of Department
Stores National Bank:  
Contact Date with Customer:  October 24,
2015
Complaint Summary:  [redacted] states that she
cannot access her Macy’s account online, by telephone, or in the store, to make
her account payment, is being charged fees unfairly, and is having derogatory
remarks put on her credit bureau. 
Resolution:  I confirmed that we have removed the two late
fees that were applied to [redacted]’ account and that this had no negative
effect on her credit report.  I called
and spoke with her.  I informed her of
the above and that her account is corrected as she requested.  She also confirmed that she now has internet
access to her account.  This resolved her
complaint. 
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

September 20, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] accounts ending in [redacted]...

(current) and [redacted] (lost/stolen)   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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In reviewing your account, the notes confirm that you reported fraudulent charges on July 21, 2016.  I am happy to inform you that as of September 7, 2016, all of the fraudulent charges were removed in the amount of $216.94, in addition to a $27.00 late fee and a $1.00 interest charge.  This brings your account to zero ($0.00) balance.  Please rest assured that your credit report was not impacted from this matter.  I sincerely apologize for the delay in processing your fraud claim.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  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

May 1, 2017   [redacted]   Re: Revdex.com Complaint ID #[redacted]   Dear [redacted]:   I am in receipt of your Revdex.com Complaint, which was forwarded to Macy’s Executive Office.  As a liaison of this...

office, I was asked to review and respond to your concerns. I was unsuccessful in reaching you by phone on April 26, 2017, and left a voice mail message on the machine.  I sincerely apologize for any inconvenience this matter may have caused you.                                         ...⇄ I was disappointed to hear of the customer service issues you describe in your letter, as it 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.  Your feedback is critical as it assists us in truly understanding our customer’s experiences and directs our attention to areas in which we can improve our service quality.  Please be advised that a copy of your complaint along with my response has been forwarded to the correct parties so that they may address this issue directly with the representatives involved.   After speaking with the Store Manager, I was pleased to hear that you have been in contact with the Men’s Department Manager, John C., regarding this matter.  I have confirmed that you arranged a time to return to our [redacted] store location to complete your return transaction.    [redacted], I appreciate you bringing this matter to our attention and for providing me the opportunity to respond.  If I may be of further assistance in the future, please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com      Store Manager, [redacted] store location

I am still not satisfied with  Macy’s proposed solution. We have been corresponding back and forth, over two months regarding the conditions of my fur coats. Winter is almost over, and my fur coats are still in your possession. Previously, I had requested for the linings to be replaced, however, I was informed that wasn’t an option .Instead arm shields were put in the arm pits. This option was quoted at $120.00 for each coat. However, it was offered free. When the coats were returned to the store, and I went to pick my furs up, the process did not look  professionally  done. Now you are offering to put the linings in my fur coats, and want me to pay $225.00 per coat. After four months of  corresponding with Macy’s, finally,  they purposed the option I requested  in the beginning, and wants be to pay for it.  Winter is almost over, I am very disappointed in the way Macy’s handle  this.

[redacted]   [redacted] August 25, 2016  [redacted] Re: Macy's Account Ending in [redacted]    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 on behalf of Department Stores National Bank.   I regret any inconvenience you may have experienced regarding the above-referenced Macy's account.  We will remove the fees and bring the account balance to a zero ($0.00) balance due to the fact that you did not receive billing statements.  Additionally, we have cleared our internal records of any delinquency associated with this issue, and we have instructed the credit reporting agencies to delete the late payment history for the months of February 2010 to the present from your credit report.  Kindly allow thirty (30) business days for the agencies to modify their records to reflect the information contained in our request.   We regret that this matter escalated to this point; however, we appreciate you contacting us and allowing us the opportunity to respond to your concerns.  If I may be of additional assistance, please do not hesitate to contact me.  Sincerely,   Nancy M.Macy's Executive Office###-###-#### Extension [redacted]   cc: [redacted]    The Revdex.com

Dear [redacted], In regards to Complaint ID [redacted] for [redacted], I have spoken with the customer. I have sent a final offer to resolve the customers concerns by email to the customer. I am offering the customer a full refund of his extended warranty Worry No More as well as $150.00 off on the table. At this time, I am currently waiting for a response to the offer from the customer. Because of this, Macy’s considers this issue to be resolved and the customer will be in direct contact with me if further resolution is needed. Sincerely, Kristin T. Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax ###-###-####

July 5, 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.  Please accept my sincere apology for any frustration this matter may have caused you.In researching your account, I found that the account number listed on the payment submitted by your bank was incorrect.   After researching, we were able to locate the misapplied payment and credit your account on June 13, 2016.   We also removed $12.23 in interest charges and $128.00 in late fees bringing your account to a credit balance of $1.50 to be used toward a future purchase.  If you prefer to have a refund issued to you, please call the number on the back of your card and speak with a representative.  Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted], and [redacted] update their records and delete any history of delinquency for the time period of February 2016 through June 2016 on your account from your credit report.  Please allow the agencies thirty days to update their records.  Please update your Online banking information to reflect your correct account number, reflected on your credit card ending in [redacted], to ensure your future payments post accurately to your account.  [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business and loyalty with Macy’s for over 40 years is important to us, as well as appreciated.  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###-###-#### Ext [redacted]cc: [redacted], Revdex.com

I did go ahead and attempted to reach the customer again today. Had to leave another voicemail. I am sending her an email today hoping to receive the information needed to place the order and resolve her concerns.Thanks,Sharon W.| OmnichannelPresidential CorrespondentOmnichannel Selling and Service Escaltion Team | MCCS 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.   Regards,
[redacted]  Good morning. Below, please find the response from Macy's regarding my complaint filed with the Revdex.com.  I am completely dissatisfied, as no adequate resolution was offered.  This was the very first time I ever was late on my Macy's credit card.  That is the first issue.  The second issue with this response is that Janice fails to mention that the calls were outside of legal boundaries re the frequency and times these calls were received, it was no courtesy, and only started about one week before I received their letter.  In addition, the callers/collections never left any type voicemail, and the phone # from where these calls originated had NO caller ID attached.  This is unprofessional on Macy's end and quite sneaky in practicing unethical credit calls with the consumer not even knowing who is calling them and not leaving any type message via text or voicemail.  I understand I had an "electronic" delivery in general re my Macy's account, however, after my first missed payment, I didn't receive any phone call, email or letter.  I ONLY initially received harassing and numerous, unidentified phone calls to my cell after two payments were missed.  I understand the cell # I gave was fully authorized as how to contact me, but Janice, the responder fails to indicate the lack of content in the calls, they were hang ups, with NO voicemail ever left to indicate nature of call or the ID of who was actually calling me.  The practice of sending me a written letter ONLY after two payments are missed is very underhanded and in poor business practice.  This underhanded and unethical business policy sets up the consumer to be uninformed and therefore set up to pay hefty late fees.  Thirdly, Macy's despite my first time lateness of payment to this credit account, refuses to remove the admitted issued negative rating from my credit report, despite me having now paid the owed balance and becoming up to date with the account.  The $18 dollar "courtesy" adjustment brings little relief from a negative credit report, and I ask the negative report be removed as the final resolution.  Please assist in this important matter.  I appreciate your help and time.  Thank you.  [redacted]  MESSAGE FROM BUSINESS: July 15, 2015  [redacted], [redacted] Re:  Revdex.com ID [redacted]       Macy's account ending in [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 on behalf of Department Stores National Bank. I was disappointed to read about your reaction to our efforts to contact you and assist you in making a payment on your Macy's account referenced above.  Please be advised, our calls are intended as a courtesy to remind customers of a recently missed payment, and are also an opportunity to assist our customer with maintaining a good payment and credit history with us.  We attempt to call our customers at the number they have provided as their point of contact at different times during the day to hopefully reach our customer.  The number that we have as your point of contact is for you is ###-###-####, which you provided to us when your account was opened.  I assure you our calls to you were meant as a courtesy, and it was never our intent to cause you a** inconvenience.  Please be assured that our collection practices and policies are in compliance with all applicable laws and regulations.  In researching this matter, I found that the billing statement for the period ending April 26, 2015, had a $47.47 balance, with a $25.00 minimum payment due by May 26, 2015.  Our records indicate that this billing statement was successfully delivered to you electronically.  When no payment was received by this date, your account was charged a $25.00 late fee and a $2.00 interest charge in accordance with the terms of the enclosed Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending May 26, 2015, had a $74.47 balance with a $74.47 minimum payment due by June 26, 2015.  Our records indicate that this billing statement was successfully delivered to you electronically. When no payment was received by this date, your account was charged a $35.00 late fee and a $2.00 interest charge resulting in a balance of $111.47, with a $111.47 minimum payment due by July 26, 2015, and, again, in accordance with the terms of the enclosed Department Stores National bank Credit Card Agreement, your account was reported as thirty (30) days past due to the credit reporting agencies.  We received your payment of $25.00 on July 6, 2015, and on that same date, a credit for a partial late fee of $18.00 was posted to your account as a courtesy to you during your telephone conversation with our representative.  As of the date of this letter, your account balance is $68.47.  Copies of your billing statements for the periods ending April 26, 2015, through June 26, 2015, are enclosed as reference. Our records indicate that on October 20, 2014, you elected to receive your monthly billing statements electronically to the email [email protected], and that the April, May and June 2015, billing statements were successfully delivered and opened.  When a customer is registered to receive electronic statements on macys.com and we do not receive a payment for two consecutive billing periods, we discontinue electronic statements and resume paper statements, which happened for your account on June 29, 2015.  Currently, your account is set up to receive both electronic and paper billing statements.  As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Since the information we are reporting is accurate, respectfully, I am unable to clear the derogatory information from your credit file, as you requested.  It is not our policy to remove a** delinquency unless it occurred as a result of our billing error.  [redacted], we understand you have a choice of where to shop and we are sorry this issue may have jeopardized our business relationship.  Your business is important to us as well as appreciated.  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] Enclosures / mailed July 15, 2015 cc:  [redacted], Revdex.com

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].Her refund from the Gift Card has been processed back to her original method of payment. Based on this we consider this issue resolved. Michele Solomon CouncilOmnichannel Presidential CorrespondentOmnichannel...

Selling and Service Escalation Team | MCCS 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.  Macys was very helpful.
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. Thank you. Sincerely, Bobbie A. 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 first want to confirm that I the corresponding rep from Macy's, Michele S., did send me a $150.00 Macy's gift card as an effort to resolve the issue as she claims, and I do appreciate her efforts.However if one were to follow this case back to the beginning they would take note that the value that I have lost here due to a combination of technical website error, unresponsive / uncooperative customer service (explained below), and being sent irregular / mis-stitched merchandise (explained below). is higher than the compensation Macy's Is willing to send.I do not personally blame the Macy's Rep currently dealing with this claim, she has actually been very friendly and helpful. However it does not seem she is fully aware of what happened perhaps do to lack of notes and communication from the previous reps I have dealt with.Actually, from Macy's response it seems they currently are under the impression that I simply made a purchase during a sale and I am attempting to receive compensation for no good reason. The problem is they are no longer willing to hear me out on all the details and I even offered to send in a picture of the mis-stitched suit I was sent but they will not proceed any further.Uncooperative customer service explained: Mainly at the outsourced call centers where I was put on hold and transferred, ignored and disconnected with after being on hold for over an hour at times. However ultimately all throughout the company I was promised follow up multiple times and in all but one instance those promises turned out to be false.The only follow up that did come, came after I filed the original Revdex.com report. By the time I did speak to anyone who was able to assist it was way too late. After weeks passed, the situation could no longer be properly corrected as the items I wanted where long out of stock and and the sale was well over. Irregular / mis-stitched merchandise explained: The Suit I was sent as one of my attempted merchandise exchanges had an extra half belt loop sewn onto the top of the zipper area. It was hanging out and completely out of place.Additionally the buttons on the sleeve came improperly positioned. I was advised The suit cannot be returned do to the fact that it was already tailored before the issues became apparent. Additionally the pricey tailoring on the suit was already done so the there would be financial loss in either case. I am attaching pictures of the mis-stitched belt loop under the zipper and the jacket sleeve buttons so you can see for yourself.I want to stress that I really do appreciate Macy's efforts to resolve once this reached a corporate level, but I do not consider the $150.00 gift card to be a resolution as it will cost me more just to replace the original two suits. One with stitching issues and money lost on tailoring and the second, although originally on sale, was valued at about double the amount of the gift card plus the return value of that suit and it would now cost me more to replace.
Regards,
[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. 
Regards,
[redacted]

October 28, 2016[redacted]Dear [redacted]:We are writing in regards to the Revdex.com complaint ID # [redacted]. I am sorry for the inconvenience this hascaused. I left a voicemail requesting you return my call so we may further discuss the delivery and...

credits toyour Macy's account.On 6-2-2016, delivery of sales check number, [redacted], was completed. I also see the sale from July 2014has a returned document, [redacted], attached which gave you credit to the house account on 10-25-2014.The credit should have been in the amount of $1537.44 which is the same amount of the charge from7-6-2014. I requested our credit team research your account confirming the charges and credits from 2014.Once I confirm the actual charges and credit that had been applied to your account, I will contact you toconfirm this with you.Sincerely,Macy's Executive Office###-###-####

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: ###-###-####

Good morning, [redacted]:The [redacted]'s Office sent me an email today with an attachment of the letter the office received from Macy's in regards to the complaint I filed. Please note that the refund amount of $1,543.32 listed in the Macy's letter is inaccurate. The full purchase price was $1,568.32 and I left a voice mail message for Michael J. at Macy's informing him of the discrepancy. Also, WE have NOT received a letter or phone call from Michael J. and will not be able to return the rings to the store until next week when my fiancé, [redacted], returns from [redacted].Please do not close the case until we successfully return the rings and get the refund on [redacted]'s credit card statement.Many thanks,[redacted]

December 1, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com complaint #[redacted]
         Macy’s [redacted] ending in [redacted]
         Macy’s account ending in [redacted]
On
behalf of Department Stores National Bank:  
Contact Date with Customer:  November 30, 2015.
Complaint Summary:  [redacted] made payments for her Macy’s
[redacted] and Macy's accounts but they were applied to old/closed
account numbers.  She had called more
than once to get the payments transferred and was told they would take care of
it but the payment was never moved.  She
said she has been provided the worst customer service ever.  She wants her bill(s) adjusted correctly and
her bureau updated.
Resolution:  On November 30, 2015, I called [redacted] and confirmed
all charges and corrections have been completed, her payment was received and
account now has a zero balance.  I apologized
for the delay and confirmed she spoke with Executive Coordinator, [redacted] on
November 24, 2015, who confirmed that the corrections were completed and her
balance was $615.75.  She had responded
to the Revdex.com on November 23, 2015, and was unable to cancel
her rebuttal. 
Rhea B.
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.   Macy's did try to contact me, however it was while I was working night shift and was unavailable during to day. I have since made 3 attempts to contact them and left voicemails but have had no response. Thank you.  
Regards,
[redacted]