Macy's

Dear [redacted], 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,  William E. A.Liaison, Omnichannel Executive...

Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: Phone: ###-###-#### Fax: ###-###-####

[redacted]   [redacted] December 29, 2015 [redacted] Re:  Revdex.com ID [redacted]     Bloomingdale's account ending in [redacted] Dear [redacted]:  I am in receipt of your recent complaint forwarded to Bloomingdale's Executive Office by the Revdex.com.  As a representative of this office and because I am familiar with your file, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I apologize if my previous letter did not fully address your concerns. I apologize for any frustration you may have experienced in trying to resolve this issue.  The service you describe is not indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations to meet exceedingly high levels of service.  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.  The Annual Percentage Rate on your Bloomingdale's account is the cost of extending credit to you to make purchases.  Customers who pay their account balance in full, every month, by their payment due date are not charged interest.  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 account 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 will appear on your next statement and the minimum interest charge is $2.00.  The explanation of these charges are contained in the terms and conditions of the DSNB Credit Card Agreement and 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.  [redacted], in my previous response, I advised that the remaining $2.00 interest charge was removed from your account on November 9, 2015, as a courtesy to you, and that we also removed the delinquency reported on this issue.  If I may be of additional assistance, please do not hesitate to contact me. Sincerely,  Janice D.Bloomingdale's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

Hello [redacted], We received the complaint for [redacted] regarding ID #[redacted]. The customer stated that Macy’s had $1958.22 of his money in gift cards and credit card transaction for the purchase of their [redacted] couch and loveseat . He stated he had complained through multiple sources and no...

one has resolved the matter. I reached out to the customer but he explained that this issue was being resolved. Further review shows that as of yesterday we have requested that a deposit set aside to make a purchase will be refunded back to the customer. The refund of the this deposit should satisfy customers issue.   Macy’s Executive Office Terri WilliamsLiaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

Dea[redacted],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, Tranesse S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: 513-573-2921 Fax: ###-###-####

Dear Tina, I am writing in regards to Revdex.com complaint ID # [redacted]. The customer will be receiving her final exchange from document number [redacted] on Thursday 12-15-16. If she has any problems she will be contacting me. I will follow up with a final letter when we confirm the customer has been satisfied. Thanks, Sharon W.Omnichannel Presidential Corresponden

No, they have not refunded my money for the 1 item. I was told last night by a customer manager via email that they are not refunding my money . I cancelled order on March 3 and I still not have received a refund. In addition, they keep saying it's banks fault, I spoke with bank and the bank has nothing to do with it, it's the business. I am sick of their lives and multiple different answers. It's very simple, I canceled the 1 item on order, refund my money. I never have a problem with any other store, just Macys.

Hello, I received Macy's response dated 2/25/16 that said they were working on my complaint but I haven't heard anything since. Can you check and see what is going on and when they are going to respond? Thank you.

May 2, 2016[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 confusion or frustration that may have been caused regarding the interest charged to your Macy's account referenced above.  Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.Per the Department Stores National Bank Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your statement, which for your account is the 2nd of every month, late fees are applied to the account.  Furthermore, for any month the balance-in-full is not paid, interest charges are assessed on the 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.  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 late fees and interest were correctly charged to your Macy's account.  On January 7, 2016, you contacted us by phone and the associate removed two $2.00 interest charges, as a courtesy, for a total credit of $4.00 and closed your account per your request.  On April 13, 2016, I removed a total of $8.00 in interest.  As of the date of this letter, your account has a zero balance and is closed.  I have enclosed copies of the billing statements, the Credit Card Agreement, and an account audit for June 2015 through April 2016 for your review.  In addition, I have cleared our internal records of any delinquency associated with this issue, for the time period of January through April 2015 and I requested that [redacted] delete any record of delinquencies from your credit bureau report for this same time period.  Please allow the agencies thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  [redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  I am sorry to hear that this matter caused you to close your account and hope that you will allow us the opportunity to mend our business relationship.  If I can be of further assistance, please contact me at the telephone number listed below. Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: Revdex.com

December 8, 2016   [redacted] Revdex.com 1 East 4th, Suite 600 Cincinnati, OH 45202   Re: Revdex.com, Complaint ID #s [redacted]      Macy’s account ending in [redacted]...

                                        ...⇄ To the Revdex.com:   I am in receipt of the additional complaint filed by [redacted], which was forwarded to Macy’s Executive Office on October 26, 2016.  Since [redacted] has requested that we cease communication with her, I am directing my response to you on behalf of Department Stores National Bank.   In researching [redacted] inquiry, I confirmed she opened her account on November 2, 2015, inside the former [redacted] location.  At this time she provided her personal information and presented a Photo ID at the cash register which allowed the account to be opened.  An immediate charge for a [redacted], in the amount of $75.85 was made.  From my understanding she previously confirmed this purchase when speaking with an Executive Liaison by the name of Stephen C., on October 17, 2016.    It appears that she also confirmed during this conversation that she visited our [redacted]  store location on Black Friday (November 26, 2015) and presented her photo ID to purchase three women’s blouses (totaling $101.58).  However, she claimed that three purchases charged to her account (including [redacted], and [redacted]) made on the same date and within the same hour and store location were fraudulent.  Our records indicate that all four transactions made on November 26, 2015, inside the [redacted] Macy’s store were charged to her account, using the physical credit card.   On January 30, 2016, she called Macy’s Customer Service and reported the transactions for the boots, cologne and cosmetics as fraudulent.  A Statement of Fraud (SOF) was mailed to [redacted] on this day, which requested further details of her claim as well as a copy of her photo ID.  As the date of this letter, a Statement of Fraud has yet to be received from [redacted] regarding this claim.    My research further shows that three purchases were made on June 18, 2016 (including [redacted] Shirts $54.05, [redacted] shorts $43.73, and [redacted] $80.03) using [redacted] Macy’s account inside the Macy’s [redacted] store using the account look up process.  Macy’s account holders can shop in-store via account lookup with a valid photo ID and further identity verification.  [redacted] photo ID (matching the photo ID she presented when opening the Macy’s account) was used to process these transactions.   An additional purchase was made on July 30, 2016, for [redacted] Hats, totaling $33.53, inside of the [redacted] Macy’s Store.  This transaction was also processed using her photo ID.    [redacted] again called Macy’s Customer Service on September 17, 2016, to report that fraud occurred on her account for three transactions made on June 18, 2016, and the one transaction on July 30, 2016.  While she is correct that Macy’s cardholders are not responsible for any disputed amounts on their account, we were unable to substantiate her claim of fraud.  Upon conclusion of a fraud investigation, if the charges are found to be valid, the customer is responsible for payment of these charges.   In this case, our Fraud Claims Department investigated [redacted] claim was unable to substantiate her claim of fraud.  Accordingly, we have determined that she is responsible for the charges in question.  On October 10, 2016, a letter disclosing our decision was mailed to [redacted] ad[redacted] on file.  As a result, we have closed the outstanding dispute on her account and will not be removing the charges.   As a creditor we are obligated to accurately report the payment history to the credit reporting agencies, whether favorable or unfavorable to the consumer.  Since the charges have been determined to be valid, we are unable to remove any delinquencies on the account.  However on September 27, 2016, we instructed the credit reporting agencies to update [redacted] credit file to include “customer disputes reporting”.      While I understand this may not be the resolution [redacted] was seeking, as a courtesy, two late fees (totaling $74.00) have been removed from her account.  The account balance as the date of this letter is $328.26 (including a past due amount of $149.00) and a minimum payment of $194.28 which was due by December 6, 2016.  I encourage [redacted] to contact our Collections Specialty Department at ###-###-####, to arrange for payment on this account.   Thank you for giving me the opportunity to respond.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]

May 18, 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. Please accept my sincere apology for any inconvenience you may have experienced with the above referenced account and for any difficulty or delay in receiving paperwork for a fraud claim.  As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you excellent customer service and we thank you for bringing this matter to our attention. A review of your account shows a $21.12 purchase was made in our Woodfield Macy's on August 23, 2015.  A copy of the signed receipt is enclosed for your review.  The Macy's card was not present at the time of purchase, however, the account was looked up using a photo ID.  The state ID presented matches what we have on file for you.  Please review the receipt and if you believe this purchase to be fraudulent, the enclosed Statement of Fraud document can be completed and returned to the address as shown. As of the date of this letter, the below information is currently reporting for this account. Open Date:                   April 5, 2012 Last Purchase Date:      August 23, 2015 Last Payment Date:       March 2, 2014 Charge-off Date:           April 17, 2016 Balance:                       $287.91 Your account has been assigned to an outside collection agency, [redacted].  If you determine the purchase is not fraudulent, you may contact [redacted] at ###-###-#### to make payment arrangements.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely, Nancy M. Macy's Executive Office ###-###-#### Extension [redacted] Enclosures cc: [redacted]     The Revdex.com     [redacted]

So, you're saying that if I had, for example, dropped or thrown away my receipt, ANYONE could have picked it up and ordered a replacement card?!?! That's absurd! The information on the receipt should NOT require security measures. You would NEVER print a customers credit card number in full on a receipt, right?!? So why would you put a gift card number on it?? And how the hell was I supposed to know that was the equivalent of the gift card number????

Dear
[redacted],I am
in receipt of complaint number [redacted]. I have contacted the customer, [redacted]
[redacted], by telephone and resolved her issue. We have processed credits for the
fees that were applied to her returns. At this time, Macy's will consider this
matter closed....


Sincerely,
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. As stated in my original compliant, It took more than a month for the ring to return from being sized after my initial purchase which already put me out of the return window period.  As also stated every time there was an issue with the ring I followed policy and returned it to the store for repair. I do not understand how Macy's deciding to send the ring to an outside jeweler should void my ability to get a refund on a defective product.  All the repair receipts I was issued by Macy's had [redacted] listed at the top. I was not asked which jeweler I wanted to repair the ring, nor was I told it would eliminate the ability to receive appropriate customer service. Yes the ring was purchased in 2011, but has spent most of the time being repaired or in the box unwearable because of the issues listed.  I have also been expressing my unhappiness with the ring to store staff for the last few years, without resolution. For the reasons listed above and in my initial compliant, I feel your response is unreasonable, you are suggesting the same things I was told by the in store sales staff which is to continue this headache and keep having the ring repaired and continue to feel that I was sold a defective item. I do not see how that resolves the issue. I want to return the defective item.
Regards,
[redacted]

Revdex.com:I am at so much discuss with this company Macy's I paid the balance of $70.84 on November 26,2017 just because I always pay my bills on time and did not need this to change how I do things now that I have paid twice for the month of October I want nothing more to do with Macy's I'm so done with this terrible company.
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]

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.  .
While I appreciate Bloomingdale's timely response as well as the sincere professionalism that their representative Monica O. exhibited over the phone when she spoke with my wife upon my consent on my behalf this situation is completely unacceptable.  I fully understand that their records indicate that I changed my paper statements to electronic.   I can say with 100% certainty that if this change did in fact take place, I did not authorize it knowingly.  I have never received any form of electronic communication from them regarding billing.  If it was sent, it must have gone to my spam.  Since I did not know that the statements existed electronically I would not have known to research their whereabouts.I was told on the 60 day mark of lateness, that a collections agent had attempted to contact me by phone around day 30 and that they do not keep record of whether or not a message was left for me.  I was unaware of the call.  What kind of attempt to collect a payment is that?  I was not given the opportunity to be reminded of the late payment or to make a payment.  Instead, I get a call on day 60 after my perfect credit had been impacted.  Calling after my credit was impacted is just as ridiculous as attempting to call prior to 60 days without leaving any kind of message.  In my eyes this is clearly a billing error.  I'm being held accountable for a statement delivery change that I was unaware of  and for a late payment that I did not even know about it.  I wish that Bloomingdale's would please reconsider and look at this situation for what it is.  Their faulty communication caused this whole issue.  Regardless of the disconnect with the electronic statement delivery, had their collection's agent made a legit attempt to communicate with me prior to my credit being affected this never would have happened.  I'm so disappointed.Bloomingdale's has destroyed a client relationship over a misunderstanding and
there lack of concern to keep a client informed is such a shame.  My family and I have spent an abundance of money in their store over the years.  I feel that I am left with no other choice but to consider legal action unless they will work with me to restore my credit.  This situation is not at all about the money they were owed, the amount is trivial.  It's about my dignity, reputation and credit.  I'm an honest person and up until this point, I thought that Bloomingdale's was an honest, trustworthy company. 
Regards,
[redacted]

Problem: I placed two ordered from macys.com . As soon as I found that order has incorrect address, I called them to correct address, however they told us no to worry, we will re-direct shipment to correct address. I noticed that [redacted] shipment has wrong address so I had called and asked them to...

correct address. they could not do that because nature of the shipment. I called macys and they still telling me wrong story and hang on me. I called again and same story, this time I waited around 1 hours 30 mins to connect macys and [redacted] person on conference call so they can resolved issue. finally [redacted] confirmed while Macys customer service was online that Maycs shipment was ship category do not allow change of address. Macy's customer service again hang on me. I spend total 10-12 hours behind macys customer service, [redacted] to resolve issue. no one is willing to listen and solve the issue, I am helpless with this big company. I want to make sure they dont charge me for items they cannot deliver to me.Desired Outcome: Refund my money. order date November 24, 2017 order # [redacted] order total $92.12 order date November 24, 2017 order # [redacted] order total $151.26

[redacted]   [redacted]
September 18, 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:  September 15, 2015, via telephone.
Complaint
Summary:  Customer
claims her online auto-payment was cancelled without her authorization by
[redacted] (Macy’s).  Late fee of $17.72
was reversed, but not the $2.00 interest charge.  Customer wants the $2.00 interest charge
removed.
Resolution:  I called
customer and told her that I would process adjustment to credit her account for
the $2.00.  Customer also advised me
during our telephone conversation that the Macy’s credit associate she spoke
with was rude.  I apologized for that,
too, and will send customer a handwritten note and $25.00 Macy’s Money
certificate.
Carrie W.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have reached out to the customer and they agreed on the $300.00 gift card that was sent out on 12/27/2017. Based on this information we consider this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel...

Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Good Afternoon [redacted], I am in receipt of the complaint# [redacted].  This was 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 have made multiple attempts by phone...

and email to make contact with [redacted].  I have not been able to make contact as of to date.   [redacted] concern was that he was wanting to get his china cabinet that matches his table and chairs.  The china cabinet that he is wanting is currently unavailable and we are not able to get this merchandise delivered to him.  I was wanting to offer the customer a return re-select of merchandise for him to have a full set of matching furniture, since we cannot accommodate on the furniture that he has currently picked out.  If I can be of any further assistance on this issue, please feel free to contact me.  Macy’s considers this matter closed at this time until further contact with customer can be made. Thank You,  Sandy M. |OmnichannelPresidential CorrespondentOmnichannel Selling and Service Escalation Team |MCCS Executive OfficePhone:###-###-####|  Fax: ###-###-####|Email: [redacted]

I feel that in Macy's response they simply didn't address my concerns. Aside from the couch that I purchased at Macys, we by most of our cloths from Macys, we often by Christmas gifts and gift cards from the retailer as well. I do understand that I am at fault for not fully understanding the program for which I signed up. But as a customer service based organization, I would expect Macy's to meet me somewhere in the middle - if not a cash refund, perhaps a gift card or some small token that says - "yes loyal customer, you're important". Through this entire experience over the last 45 days, I've never felt valued by the company, even though even though over my lifetime I've likely spent over 10K at Macys and I find that very disappointing.