Macy's

July 11, 2016     [redacted] Revdex.com 1 East Fourth Street Suite 600 Cincinnati, OH 45202   RE:  Complaint ID [redacted] for [redacted]   Dear [redacted]:   We are in receipt of your recent inquiry with regard to the complaint ID referenced above.   Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged.    Should [redacted] present you with any new information to research, we would be happy to review it.    If you should have any questions or concerns, please contact us.    Sincerely,     Nancy M. Macy’s Executive Office ###-###-#### Ex [redacted]

July 23, 2016[redacted]Re: Revdex.com ID [redacted]       Return PolicyDear [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 frustration this matter may have caused you and for the delay in responding to your complaint.Macy’s has a very liberal return policy.  With a receipt, we will accept for exchange or return merchandise that does not completely satisfy you.  Some exceptions and restrictions on selected merchandise do apply and are posted in those specific departments.  Macy’s uses a return verification system and all returns and/or exchanges are subject to validation and approval.  A purchase lookup using a CRL, Registry number or account to determine the original price paid is available for up to 2 years from the date of purchase.  With a receipt or proof of purchase, a refund will be credited back to the original form of payment used or if you prefer, a store credit will be issued.  Your original receipt is required for a cash refund.  Without a proof of purchase, you may be issued a store credit for the item’s lowest selling price within the past 180 days.Due to the time that has elapsed since your date of purchase, the return for your merchandise will need to be processed by a Manager in a Macy’s store.  Please take your items with your original tags and purchase receipt to your local Macy’s store so that a Manager can assist you.[redacted], I regret that we have disappointed you in this matter.  I hope you will accept the enclosed $25.00 Macy’s Money as a gesture of our goodwill, which can be used toward a future purchase at any Macy’s store.  If you have any questions, please do not hesitate to contact me at the telephone number listed below.Sincerely,Carye C.Macy’s Executive Office###-###-####Enclosure / mailed July 23, 2016cc:[redacted], Revdex.com

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]           Dear [redacted]:...

  We are in receipt of your complaint forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my personal apology for any frustration or inconvenience you may have encountered regarding this matter.   Our records indicate you called on March 9, 2017, and informed our Customer Service Representative that did not receive your $131.00 Credit Balance Refund (CBR) check that was issued to you on September  29, 2016.  She submitted the request to reissue your CBR check, yet may not have conveyed the proper thirty (30) day timeframe currently required by the department that processes these requests.  To clarify, it may take up to thirty (30) days to stop payment on the check that was issued, issue a new check, and then another seven (7) to ten (10) business days to receive in the mail.  Therefore, the delay was not due to an error in processing, yet an error on behalf of the associates you spoke with in communicating the correct timeframe of when to expect your check.  Please be assured that the service you described receiving from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.  Accordingly, I have forwarded a copy of your letter, as well as my response, to the appropriate manager so that they may address these issues with the associates involved.   On April 1, 2017, we received another call from you to inform us that you did not yet receive the $131.00 replacement CBR check.  On April 3, 2017, the billing department received your original request submitted on March 9, 2017, and placed a stop payment on the CBR check #[redacted], and requested to have a new check mailed to you.  On April 10, 2017, you called to check on the status, and were advised it was just reissued that day, and the new check #[redacted] would be mailed out to you the next day on April 11, 2017.  Our records confirm the replacement check was cashed on April 20, 2017.    [redacted], thank you for allowing me the opportunity to respond to your concerns.  We regret any inaccurate information you may have been provided, and hope you will regard this as an isolated incident.  We value your loyalty, and hope you will allow us to exceed your expectations in the future.  Please accept the enclosed $25.00 in Macy’s Money which may be used at any Macy’s store location.  If I may be of further assistance, please do not hesitate to contact me at the phone number listed below.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed May 1, 2017   cc:   [redacted], Revdex.com           Customer Service Manager

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.  My bank took care of it.
Regards,

April 20, 2016[redacted] 
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] 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.  Please accept my sincere apology for any frustration this matter may have caused you.In August 2015, we underwent a system conversion for the Macy’s credit card accounts as well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this upgrade caused an error to occur and electronic statement notifications were not delivered to some customers that had elected to receive their statements through a third party, such as their bank’s website.  Therefore, we have 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 September 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.Upon review, I show the late fees totaling $103.00 and interest charges totaling $18.48 have been credited to your account.  Currently, there is a credit balance of $18.48 on your account.  I have taken the liberty of requesting a credit balance refund check for this amount.  You should receive the check at the address listed above in 7 to 10 business days. [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Should you wish to reconsider the use of your Macy's account in the future, please do not hesitate to call me at the telephone number listed below.    Sincerely,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.   I am telling you the macys money totaling 85 given to me by macys headquarters to solve a previous Revdex.com case is not been allowed to be used because it has no expiration date. So how are you claiming nobody has reported not working macys money when I am reporting it. Additionally you yourself even said macys money has an expiration date, the money provided by randi P. at your headquarters did not, perhaps that's the reason the money won't be accepted but instead of looking up the macys certificate number you write back saying you help me from time to time so that's enough of an effort, right? Wrong! You have replied 3 times yet not addressed a single concern. My 85 in macys money won't work, then it needs to be traded in for a gift card that will be accepted. Either way it is your responsibility to do something to remedy it since you provided the 85 in macys money as a previous remedy, yet it isn't being accepted! Nobody said I would only accept a check mailed to my house so I don't appreciate your lack of effort or putting words in my mouth!
Regards,
[redacted]

[redacted],    We are in receipt of Complaint ID #[redacted] regarding the consumer's furniture purchase.  As a one-time accommodation, a return outside of policy has been set up for the recliner in the home. A full credit will be issued to the consumer's account within 7-10 business days...

after pick-up on Saturday 10-29. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly.    Thanks,    Macy's Executive Office

December 13, 2017[redacted] Dear [redacted]: I am in receipt of your complaint #[redacted] 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. Per our conversation on 12/13/17, I have...

refunded your order in its entirety. The Plenti points balance should be restored within the timeframe given. I apologize for all inconveniences to you throughout this order. Please contact me at the number listed below, should you have any further concerns. Thank you. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Hi, I am calling to update the status of this complaint. I received yet another $4 charge after being told 4 times that the account is closed. I did not receive a statement or bill; I just called because my past experience made me wary and found that indeed there was yet another ridiculous fee.This...

time the agent did remove the $4 charge and assured me - yet again - that the account was closed. I have received no response from Macy's to my earlier complaints.I would love to be reimbursed the $84 late fees that I've paid, as I never got the original bills saying that payment was due until it went to collections. Thanks for any help and pressure you can exert.

[redacted]   [redacted]
    June 17, 2016   [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint [redacted]        Macy’s [redacted] account ending in [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. Please accept my sincere apology for any frustration this matter may have caused you.   Our research confirms e-mail alerts were sent to you at [redacted] to inform you that your billing statements were ready to view online for your Macy’s store account ending in [redacted] from November 2015 through May 2016.  Paper statements are only sent when payments are not received for two consecutive months.  Therefore, no paper statements were mailed to you.  Furthermore, please note that the activity on your account that was identified in your complaint has had no negative impact on your credit report.   According to the terms of the Department Stores National Bank Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on that account type.  For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  In using your account, you consented to the terms of this Agreement, which includes a promise to pay for all purchases, as well as the late fees and interest charges.    Upon review, I found that the Macy’s store billing statement for the period ending February 10, 2016, had a $21.71 balance, with a $21.71 minimum payment due by March 8, 2016.  When no payment was received by this date, your account was charged a $21.71 late fee and $2.00 interest charge.  The billing statement for the period ending March 11, 2016, had a $45.42 balance with a $45.42 minimum payment due by April 8, 2016.  We received your payment of $196.37 on March 29, 2016, (which included purchases you made on March 12, 2016) that brought your account to a current status.   The billing statement for the period ending April 11, 2016, had a $2.00 interest charge balance with a $2.00 minimum payment due by May 8, 2016.  When no payment was received by this date, your account was charged a $2.00 late fee and $2.00 interest charge.  The billing statement for the period ending May 12, 2016, had a $98.50 balance with a $29.00 minimum payment due by June 8, 2016.  On May 16, 2016, a credit for a late fee of $21.71 and interest charges totaling $10.00 were posted to your account as a courtesy to you during your telephone conversation with a representative.  We received your payment of $70.00 on May 24, 2016, which resulted in a credit balance of $2.71.  Enclosed are copies of your billing statements for the periods ending February 10, 2016, through June 10, 2016, as reference.   In reviewing your Macy’s [redacted] account, I found that the billing statement for the period ending March 20, 2016, had a $257.12 balance, with a $27.00 minimum payment due by April 16, 2016.  We received your payment of $384.79 on March 29, 2016.  Another purchase was made in May of $241.56; however, we received your payment for this amount on May 17, 2016, resulting in a zero balance statement for the period ending May 20, 2016.  You were also enrolled in paperless statements on your [redacted] account; however, I found that you were de-enrolled on May 16, 2016, per your request.  I have enclosed copies of your [redacted] billing statements for the periods ending March 20, 2016, through May 20, 2016.   I was disappointed to hear about your experience when speaking to our Customer Service Department.  Please be assured that the service you received is not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable Customer Service associates, so that all of our customers’ questions and needs are addressed and resolved efficiently.    Thank you for recognizing the excellent service you receive from Sally E. every time you visit the [redacted].  We are always happy to hear when an associate makes an outstanding impression.  We are proud of associates like Sally and are pleased she has chosen to work for us.  I have forwarded a copy of your complaint to the Store Manager, so that she will receive the appropriate recognition.   As a patron of Macy’s for over 23 years, I hope this will be viewed as an isolated incident and I am sorry this issue was not resolved sooner.  If I may be of any further assistance please do not hesitate to contact me at the telephone number listed below.    Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]                   Enclosures/ mailed June 17, 2016   cc:  VP Store Manager, Macy’s [redacted]        [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 tried to contact Macys credit account on several occasion and I got no response.  
Regards,
[redacted]

We have attempted to reach the customer but the phone number they provided to Revdex.com  (###-###-####) does not work. We are unable to locate an order for the date in question without more information. Please ask [redacted] for another number we can use to contact him. Thank you. Macy's...

Executive Office

We received [redacted] latest comments and we have already responded in our third response that our position has not changed on this matter (please see previous response listed below).  Her most recent response does not include any new information for us to review. Thank you, in advance, for your assistance and guidance.   Regards,Janice D.rDate Sent: 8/18/2015 5:58:14 PM[redacted]   [redacted]August 18, 2015[redacted]Re:  Revdex.com ID #[redacted]       Macy's account ending in [redacted] - [redacted]Dear [redacted]: I am in receipt of your additional comments filed with the Revdex.com and forwarded to Macy's Executive Office.  As the liaison in this office that is familiar with your file and has previously responded, I was asked to review and respond on behalf of Department Stores National Bank. As previously explained, it is our policy not to remove any delinquency from a credit report, unless it occurred as a result of a billing or bank error.  I have confirmed that no billing or bank error occurred; therefore, we are unable to remove the delinquency from [redacted] credit report. [redacted], I am sorry, but our position in this matter has not changed.  We are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If I may be of assistance on another matter, please contact me at the telephone number listed below.Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
July 30, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com ID...

#[redacted]
         Macy's account ending in [redacted]
 
Dear
[redacted]: 
 
I am in receipt of your
complaint filed with the Revdex.com and forwarded to Macy’s
Executive Office.  As a liaison in this
office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  Please
accept my sincere apology for any frustration you may have been caused
regarding the request for a credit refund check and for the problems you
encountered in trying to resolve this issue. 
 
My research shows a refund
check was requested by you on May 18, 2015, and mailed to the address we have
on file on May 20, 2015.  You contacted
us again on June 27, 2015, to confirm you had not received the check.  A stop payment was issued and a request to send
another check was submitted.  A new
credit refund check was mailed on July 9, 2015. 
I attempted to contact you by phone several times and left messages to verify
the delivery of the check with no response from you.  
 
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  Please contact me at the number
listed below if you have not received the credit refund check so that I may
further assist you.
 
Sincerely,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted]
[redacted], Revdex.com

April 26, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted] On behalf of Department Stores National Bank:   Contact Date...

with Customer:  April 26, 2016  Complaint Summary:  [redacted] made a payment in a Macy’s store and it was taken two times from her bank account, but only applied to her account once.  Her bank reversed one of the payments, but it also removed the payment from her Macy’s account.  She asks that that her account be corrected and credited for the payment, for a zero balance.  Resolution:  I called [redacted] and apologized for this situation.  I confirmed that the second payment has been located and applied to her account and that the delinquent payment history related to this situation has been deleted from our records and the credit bureaus.  I also informed her that I removed some excess credit adjustments and that the account has a zero balance and is closed.  This closed her complaint.  Michael J.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.  Sorry but your reply is unsatisfactory to me as the Macy's store I purchased the purse is going out of business and there are no returns. Yes I was able to make the purchase only for the fact that I was told by the sales woman she chouldn't hold the purse for an hour so I could drive home to get my Visa card. Using my debt card places me in a situation that the money assosciated with the debit card is condo rent money which is NOT to be touched. Also the rudeness of the sales woman, the rudeness from Macy's policy when in FACT [redacted] have no such policy for an inactive store credit card. No wonder Macy store are closing left and right.
Regards,
[redacted]

Good evening [redacted] how are you? The proposal from Macy's is a gift card for $10 along with a second gift card for $20 for a total of $30 dollars in cards. This is satisfactory to myself once the cards are received. I'll keep you posted & thanks for your effort, [redacted]

[redacted]   [redacted]
 
 
July 30, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
 
Dear
[redacted]: ...


 
I am
in receipt of your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns.  Please accept my sincerest apology for any
frustration that you may have encountered while shopping at the Macy’s
[redacted] store. 
 
As
customer service is crucial to the success of our business, it is always a
concern when one customer is not satisfied with their shopping experience.  Be certain that the problems you described
are not typical of the level of quality customer service that we strive to deliver.  Macy’s goal is to have professional and
knowledgeable sales associates available, so that all of our customers’
questions and needs are addressed and resolved efficiently.  Therefore, I would like to thank you for the
time you took to share this situation with us, as it provides us an opportunity
to follow up with the appropriate action. 
I have forwarded a copy of your complaint, as well as my response, to
the District Vice President to address your concerns further. 
 
In
respect to your injury, I assure you that we are in compliance with all
applicable federal and state regulations pertaining to the health and safety of
our customers and employees.  We regret
that you sustained a cut on your index finger as a result of an exposed prong
from a security tag being left on merchandise. 
During my investigation, I found that you were provided proper medical
treatment at the site of the incident. 
As you mentioned in your statement, you were given antiseptic wipes and
bandages to treat your wound.   I understand you are requesting some type of
incentive; however, Macy's does not offer compensation for situations such as
this.  In researching this matter, I
learned that communication has continued with the Operations Manager, Francis
Winters, of the [redacted] Store in an effort to resolve this issue. 
 
[redacted]
[redacted], your continued loyalty is important to us, as well as appreciated,
and I hope you will view this as an isolated incident.  If I may be of further assistance, please do
not hesitate to call me directly at the telephone number listed below. 
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted], Revdex.com
       District
Vice President, [redacted]

[redacted]   [redacted]
 
 
August 18, 2015
 
 
Ms. [redacted] [redacted]
[redacted]
[redacted]
 
Re:  RevDex.com ID [redacted]
       Macy's account...

ending in [redacted]
 
Dear
Ms. [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.
 
In researching this matter, I found that when you called in on
July 2, 2015, to verify your account status, we removed $14.57 in interest
charges and $35.00 late fee from your account. 
Your billing statement for the period ending on July 28, 2015, had a
$49.00 balance, with a $49.00 minimum payment due by August 28, 2015. This
balance consisted of $47.00 in late fees and a $2.00 interest charge from the
billing periods ending April 28, 2015, through June 28, 2015, due to your late
payment of $502.71 on April 29, 2015. 
Since this balance was of late fees and interest charges only, on July
31, 2015 we removed the charges from your account, resulting in a zero ($0.00)
balance.  This information will be
reflected on your next billing statement. 
 
Please note we cleared our internal record of the delinquency
associated with your account, and requested the credit reporting agencies
update their records and delete any history of delinquency on August 5, 2015.  Kindly allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
records.  This letter will serve as
confirmation of our request. 
 
Ms.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  I apologize for
any inconvenience this may have caused you. 
If I may be of additional assistance, please do not hesitate to contact
me at the telephone number listed below.
 
Sincerely,
 
 
Janice D[redacted]
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 find that this resolution is satisfactory to me. Thank you for your time and effort in helping resolve this matter. I felt the response was very positive and I also feel it was addressed quickly.   
Regards,
[redacted]