Macy's

October 17, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   We are in...

receipt of the complaint filed by [redacted] on your behalf 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 on behalf of Department Stores National Bank.  Because this is an individual account in your name only, I am addressing my response directly to you.   Per the Department Stores National Bank Credit Card Agreement, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  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.  My review of this matter found that all interest was correctly charged to your account in accordance with the Credit Card Agreement.    Applying this billing policy to your account, the $2.00 interest charge that appeared on the billing statement for the period ending November 5, 2015, included interest for the funds loaned to you between the last bill date of October 6, 2015, and the date (October 26, 2015) that your $98.61 payment was applied to your account.  When payment was not received by December 2, 2015, an additional minimum interest was charged.  Additional minimum interest continued to accrue as the balance revolved from month to month.  As a courtesy to you, the $24.00 in interest charges paid between December 2015 and October 2016 have been credited to your account, bringing your account to a credit balance of $24.00.  I have requested a refund check be mailed to you.  Please allow seven to ten (7-10) days to receive the check.  As of the date of this letter, your account is closed and has a zero ($0.00) balance, and I assure you no additional interest will be charged to the account.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]     February 9, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Dear [redacted]:    I am in receipt of your Better...

Business Bureau complaint that was forwarded to Macy's Executive Office.  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 attempts to reach you on January 30, 2017, were unsuccessful.  However I was able to leave you a voice mail message.    In regards to your wife's [redacted] handbag repair, I contacted [redacted] Client Services at ###-###-#### and was advised that they do not have a warranty program on their products.  Their products are handmade and all repairs are done by [redacted] craftsmen.   The repair made on your wife's handbag was from normal wear and not a product defect.       As required by [redacted], the repair person must also indicate the condition of the bag as it is received, which according to your complaint was “well worn, dirty, and tanned”.  In reviewing this with the [redacted] representative, she advised that the condition of the bag is normal for one that has been lovingly used for six years.         To preserve the beauty of the handbag, [redacted] recommends following these guidelines for its care: -          Be careful not to scratch or rub your product against abrasive surfaces, especially the leather trim. -          Prevent your product from humidity and keep it away from direct sources of heat (radiators, inside of cars in summer). -          Clean the bag with a soft cloth that has been dampened with slightly soapy water, avoiding the leather parts and never use a solvent. -          Avoid contact with hand cream, hand sanitizer, make-up and perfume. -          When not in use, store the article in the felt pouch provided with your purchase. Do not store in high temperature, high humidity or unventilated areas.   The trimmings are in natural cowhide leather, which is finished through a vegetal tanning process. Some natural marks or genuine irregularities in the leather may show through.  Over time, the leather, which is sensitive to scratches, will acquire a beautiful patina. -          Protect your product from water, which may stain the leather. -          Natural cowhide may be stained by contact with damp hands (sanitizer, hand cream, water, perfume etc.). -          Should it get wet, dab it with a lint-free, light-colored and absorbent cloth and never use a solvent.   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.  Therefore, thank you for bringing this matter to our attention and giving me the opportunity to respond.    [redacted], please accept my apology for any misunderstanding regarding the repair on your wife’s handbag.  While I am unable to refund the cost of the repair, as a gesture of goodwill, I have enclosed $50.00 in Macy’s Money that can be used in any Macy’s store towards a future purchase.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,       Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed February 9, 2017   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.  Macy's credited all interest & late fees on my account. Many thanks for your help.[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] Thank you very much for your work in helping to resolve this matter for me. I am sending over more documentation to you to help prove that I had made payments on all my balances. As I read the response to my complaint I, unfortunately, did not see the attached statements that Macy's referenced in their letter. Is that something you have? I am pleased with their email response but still do not believe I should have a balance because after I made the last payment in January I personally stopped using the cards. Unless they can show me something I purchased that I don't remember or my card was hacked (which could be because I was apart of the Anthem Hack that happened not too long ago.) Anyway, I think their systems were confused and they just re-applied the 275.59 back onto the account.Welcome your perspective on this and so pleased they are clearing my account with the credit bureau.Attached - File 025 is a copy of the letter stating that my account was cleared in January but then later after this letter I started getting billed for this same charge again. I also paid the 275.59 in the attached check you see. File #033. So I don't understand the charges. I would very much like to have all of the charges cleared.Please let me know what else you may need. I will respond to the complaint as deny but I just want to look at the statements to confirm everything. Thank you again,[redacted]

November 07, 2016  [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.  Thank you for your courtesy when we spoke on November 4, 2016. On behalf of Macy's please accept our apology that your order canceled and we were not able to view it.  We have refunded the Plenti points back to your card and they are available for immediate use.  I have also sent a gift card to you in the amount of the Plenti rewards that were applied to the canceled order. Thank you for bringing this matter to our attention and giving us the opportunity to respond.  Your insight will assist us in understanding how we can improve our practices and level of service. Sincerely,  Yvonne F.Macy's Executive Office[redacted]###-###-#### Ext.  Copy: [redacted], Cincinnati Revdex.com

Hi [redacted], Update on customer [redacted].  The inspection today did not result in a repair for the customers chairs.  I have offered to refund her 100% in the form of check to be mailed to her in the amount of $1068.06.  I advised the customer to allow 10-12 business days to receive.  She was pleased with this outcome.  Macys considers this claim resolved and closed.  Thanks Again,  Sandy M.Omnichannel Presidential Liason  Correspondent | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

June 29, 2017[redacted]Dear [redacted]:I am writing in regards to your Rebuttal for the Revdex.com complaint ID # [redacted].Unfortunately, the [redacted] Mattress is no longer available. You can visit a showroom and make a newselection. Once the new selection is made, I will honor a 20% discount off the new mattress set for theinconvenience this has caused. I will set up a return for the mattress you now have which will give you acredit of $1273.94 once the return has been completed.If you feel you can keep the mattress you now have I will be happy to honor a credit in the amount of$955.45 tax included for you to keep the mattress as is. Normally this offer will void the manufactureswarranty. As a goodwill gesture I am willing to keep your manufactures warranty valid. If this offer isaccepted I will request your Macy's account be credited. This can take up to 5 business days to post to theaccount.Please call ###-###-#### or email [email protected] advising which offer you would like toaccept.Sincerely,Sharon W.Macy's Executive Office###-###-####

On 12/27 I received a voicemail from Tara stating that she would send a [redacted] Home once it is back in stock. She said that it was not currently in stock and once it became available, she would be contacting me to resolve my issue. I have not heard from her since and did not receive the [redacted] Home. I still would prefer to have a gift card for the value of the [redacted] Home. 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]

December 27, 2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to her satisfaction. 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 8220   Mason, OH 45040Office: ###-###-####

Dear [redacted]:  I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when you didn't receive your order. We have replaced your order with free express...

shipping.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,   Dakota B.OC Operations Support Pres | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### |Email[redacted]

April 18, 2016Dear [redacted]:  Hi [redacted],Please accept my apology for the delay in the settlement for the damaged furniture you received. I am truly sorry you had to experience such poor quality with your purchase and lack of customer service. I attempted to reach you today, and left a...

voicemail with my direct phone number.After reviewing your complaint, I see you are still waiting to receive the settlement letter reflecting the amount of $95.00. I am unsure as to why this was not completed correctly or in a timely fashion. I am resending both settlement letters today. At your convenience you can return the signed letters to my email and I will forward them to the appropriate department. Once the signed letters are received it can take up to 10 business days for the credit to be applied to the original form of payment. I am very sorry for the inconvenience this has caused. As I stated in the voicemail, I will be happy to partner with the credit department to verify if you incurred any fees or interest charges due to the delay with the credit you have been waiting on. At your convenience please contact me at the number below so we can further discuss your experience. I am here to listen and resolve all concerns. I can be reached Monday – Friday 9:00am-5:00pm Eastern time.  Sincerely,Macy's Executive Office###-###-####

Dear Tina:
I am
in receipt of complaint number [redacted]. We have contacted the customer  by phone to resolve his complaint and to
apologize for any inconvenience he experienced. We have resolved his complaint
to his satisfaction and Macy's considers this matter...

closed.
Thank
You,
Macy's
Executive Office

I do want a gift card for Macy’s I’m the amount of $200 to resolve

[redacted]   [redacted]
February 25, 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
addressed this same issue when we responded to your complaint filed with the [redacted], case #[redacted].  Enclosed you will find our prior response
dated February 11, 2016. 
If
you have any additional questions, or if I may be of assistance on another
matter, please feel free to contact me at the number listed below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure
CC:  [redacted], Revdex.com

February 14, 2017  [redacted]  Re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:  I do apologize that you have further concerns regarding the gift cards and Merchandise Only Certificate issued as refunds for your order # [redacted]. I have done further research regarding this issue. The refunds were as follows: Gift Card [redacted] ($61.74) This is resolved.Gift Card [redacted] ($123.48) Spent in Macy's store [redacted] in full.Gift Card [redacted] ($123.49) $94.98 spent in Macy's store [redacted].Merchandise Only Certificate ($61.72) Spent in Macy's store [redacted] in full.       The balance of the gift card ending in [redacted] was $28.81, which you did view posted to your [redacted] account. These sums do represent the entire refund of $370.43.        All purchases from the refunds were made in the Macy's [redacted] store in [redacted]a on December 22, 2016. I do apologize for any confusion regarding the values available to transfer to your [redacted] account. Although I did make requests to post the accommodation to your [redacted] account, I have just been informed we cannot do so for the current order. You have my sincere apology for that. I am willing to issue a Macy's gift card or a direct credit to a credit card of yours, if that would meet your needs. That process would take several days. Please let me know your choice. Thank you for bringing this issue to my awareness and allowing me to respond. Please let me know if you have any further questions. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati 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 had not received the refund as promised. I had a phone conversation and e-mail exchanges with Macy's, but I did not get any money back. Macy's transferred the money to account which does not belong to me. 
Regards,
[redacted]

September 6, 2016 [redacted]
[redacted]
[redacted] Re:  Revdex.com Complaint 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 you. Gift cards purchased through third party vendors are not promoted, funded or the responsibility of Macy’s. As such, I must regrettably, decline your request for a refund. Please contact the company you purchased the gift card from directly with any issues you are having. I am truly sorry that I am unable to provide further assistance. [redacted], I hope you can understand our position on this issue although it may differ from your own. In order to maintain the outstanding level of service to which we aspire and to ensure the efficiency of operations, it is necessary to maintain and adhere to specific policies and procedures in order for each of our customers nationwide to receive fair and consistent treatment. While we would like to reply favorably to every customer, it is not always feasible.  If I may be of assistance on another matter, please feel free to contact me at the telephone number listed below.  Sincerely, Monique M.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

Yesterday, I received an acceptance letter from Macy's accepting my proposal for the debt management program. This satisfies what I have been needing for the past two months, however, my minimum payment on my account has not been corrected. If you could assist me in contacting Macy's to fix this, I would greatly appreciate it. Thank you,[redacted]

P.O. Box 8220 Mason, OH 45040
May 23, 2016
[redacted]
[redacted]
[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 [redacted].
A review of your account shows you chose to receive your Macy's monthly billing statements online through [redacted]. Your account number ending in [redacted] was registered with [redacted] on November 25, 2012, using the email address of [redacted]. Billing statements were successfully delivered to your email address each month from October 2015 to May 2016.
The balance on the account is correct, and as of the date of this letter, the below information is currently reporting for this account.
Open Date: December 3, 2009
Last Purchase Date: August 25, 2015
Last Payment Date: May 10, 2016
Charge-Off Date: April 20, 2016
Balance: $273.96.
Your account was assigned to [redacted], an external collection agency. Please contact [redacted] at ###-###-#### to make payment arrangements. Thank you 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,
Nancy M.Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted]
The Revdex.com
The Macy's card is issued by Department Stores National [redacted].
This is an attempt to collect a debt and any information obtained will be used for that purpose.

June 7, 2017  [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]  On behalf of Department Stores National...

Bank:  Contact Date with Customer: June 5, 2017  Complaint Summary: [redacted] states he had problems setting up automatic electronic payments to pay the Special Event account in full and called Macy’s credit to resolve the problem but it was not solved. Then, the deferred interest period ended and interest of $1,165.01, was applied to the account. He was told to pay the remaining amount in full, and the deferred interest would be removed. He made the payment as requested, but the interest was not deleted. He wants this matter resolved, and a zero balance on the account.  Resolution: I called [redacted] and apologized for this situation and any misunderstanding there may have been. I explained that on June 3, 2017, during his call to our credit offices, that the associate agreed that the interest of $1,165.01 would be removed. His account balance is now zero, ($0.00), and there was no negative effect on his account or credit report. This resolved the complaint.  Michael J.Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com