Macy's

April 26, 2017[redacted]Marketplace Resource ConsultantCincinnati Revdex.comre: Revdex.com Compliant ID [redacted]Dear [redacted]: I am in receipt of complaint ID: [redacted] and we attempted several times to contact our customer by phone and email. We have received no...

response to our requests, so we consider this matter closed. We remain available should [redacted] reach out to us. Thank you. Sincerely,cc: [redacted] Steven A.Correspondent, Ominchannel Presidential | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

[redacted]   [redacted]
November 9, 2015
[redacted]
[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. 
Thank
you for the courtesy you extended to me during our phone conversation on
October 20, 2015.  Our Fraud Department
concluded their investigation after reviewing the information you provided on
your Statement of Fraud and your account history.  They have removed a total of $4,644.25 in
charges and fees associated to this issue from your account on October 30,
2015, resulting in a credit balance of $150.00. 
A credit balance refund check has been requested for this amount to be
sent to the above address.  Please allow
seven (7) to ten (10) business days for the check to arrive.   
We
also 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 May 2015 through
October 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.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  I apologize for
the length of time it has taken to resolve this issue for you.  As a gesture of goodwill, under separate
cover I am sending a $100.00 Macy's gift card that can be used on a future
purchase either in store or online.  If I
may be of additional assistance on this or a future matter, please call me at
the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

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: ###-###-####

[redacted]   [redacted]
 
 
 
July 7, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com complaint # [redacted]
 
Dear
[redacted]...

[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 and for
the problems, you encountered in trying to resolve this issue. 
 
Upon review of this matter, I
found that your Macy's gift card ending [redacted] was issued August 9, 2011, with
the last activity occurring on September 14, 2013.  Subsequently, on June 2, 2015, a hold was
placed on the card as part of a security measure to prevent fraudulent use of
older Macy’s gift cards.  On June 20,
2015, the hold was removed when you spoke with a representative and we were
able to verify ownership.  However, an
error occurred on June 30, 2015, when the security hold was placed back on the
gift card, which prevented you from making your online purchase.  I confirmed that this error was corrected on
July 1, 2015, and I was pleased to learn that you were successful in using your
gift card for an online purchase that same day. 
 
Please be assured that Macy's
does not participate in dishonest or deceptive business practices of any
kind.  We have policies and procedures in
place to ensure that we are in compliance with all applicable laws.  There was never any intention to be dishonest
as you stated in your complaint and we regret that you feel otherwise. 
 
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  I hope you will accept the
enclosed $25.00 Macy’s Money as a gesture goodwill for use on your next
purchase in the store.  Please do not
hesitate to call me at the telephone number listed below if I may be of further
assistance. 
 
Sincerely,
 
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosure / mailed July 7, 2015
 
cc:     [redacted], Revdex.com

May 11, 2016 [redacted], [redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s Return Policy Dear [redacted]: We are in receipt of your recent complaint filed with the Revdex.com and...

forwarded to Macy’s Executive Office, where as a liaison, I was asked to respond.  Please accept my apology for any frustration you may have experienced in this situation regarding your gift returns. Be assured that the service you described receiving is not typical of the quality customer service that we strive to provide.  Macy’s has a very generous return policy, and will accept for exchange or return merchandise that does not completely satisfy you.  However, some exceptions and restrictions on select merchandise do apply and are posted in these specific departments.  Macy’s uses a return verification system and all returns and/or exchanges are subject to validation and approval.  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.  We make every effort to accommodate our customers whenever possible.  Unfortunately, as you stated in your complaint, the gift card number you provided is not valid and therefore has no value.  Perhaps you could provide the receipt you received when the card was issued or other pertinent information that we could use to locate the return transaction.  If you can locate some documentation please call me at the number shown below and I will be happy to investigate further.  I appreciate the time you took to bring this matter to our attention and giving me the opportunity to respond.  Feel free to contact me if I may be of any assistance in the future.  Sincerely, 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 find that this resolution is satisfactory to me. 
Regards,
[redacted] I appreciate your concerns and will look forward receiving the gift card. I hope you have put measures in place so that this doesn't happen to another customer. I will continue to shop at Macy's, but will never get another Macy's credit card. Now my credit score went back up to 791

Dear [redacted], At this time, the complaint ID [redacted] for [redacted] has been resolved satisfactory to Macy’s and the customer. I have been in communication with the customer and have resolved their issue with their defective mattress. Thank you,Kristin T. | Omnichannel Presidential...

CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-####  |  Fax: ###-###-#### | Email: [redacted]

May 24, 2016[redacted]Re: Revdex.com ID #[redacted]       Macy's account ending in [redacted]Dear [redacted]:  I am in receipt of your additional comments filed with the Revdex.com and forwarded to Macy's Executive Office.  As a liaison in this office that is familiar with this issue, I was asked to review and respond to your continuing concerns on behalf of Department Stores National Bank.  I would like to extend my personal apology for any frustration or inconvenience this matter may have caused you.Although I understand your concern regarding someone using your email address, please understand we don’t assign, monitor, or have the authority to verify email addresses that are entered on our customer’s profiles.  On September 24, 2015, when you contacted us by phone, the customer service associate advised you that you would need to use another email address.  On January 27, 2016, we deleted the email address of [redacted] from our online system.  Unfortunately, that email address is no longer able to be used on a profile.  You will need to use a different email address to create a profile on macys.com.  I apologize for the inconvenience.  Further, our research indicates a new password was not sent to you as you stated in your complaint.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.  The information you have provided has been forwarded to the appropriate parties so that they may address this issue directly with the Associate.In regards to your payments, as we stated in our letter dated February 1, 2016, we offer many convenient payment options that do not require online access; payments can be made in the store, mailed, or via our pay-by-phone service.  On October 8, 2015, as a courtesy, we credited a late fee in the amount of $27.00; however, no payments were received until January 30, 2016.  Therefore, I must decline your request to credit further fees.  On March 9, 2016, we received a payment by phone in the amount of $195.93 and on March 20, 2016, we received a payment by mail in the amount of $2,569.32 resulting in a credit balance of $177.95.  I have requested a credit balance refund check be sent to the address listed above.  Please allow 7 (seven) to 10 (ten) business days for delivery.  As of the date of this letter your account is closed and has a zero balance.  [redacted], I hope this letter clarifies any issue you felt remained unresolved.  Should you have any other questions, please feel free to call me at the number below. Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted] Revdex.com       Manager, Customer Service

June 9, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re:  Revdex.com Complaint ID [redacted]
        Macy’s store 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 of Macy’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.  We
sincerely regret any frustration you may have experienced regarding your
enrollment in the Credit Protection program associated with your Macy’s
account. 
 
You were offered Credit Protection
when you applied for a Macy’s credit account on June 12, 2008.  Credit Protection is an optional program. Applicants
must affirmatively agree to enroll in Credit Protection and are not
automatically enrolled.  However, the
documentation of the enrollment is no longer available because of the length of
time that has passed.  Therefore, as a
courtesy, a refund in the amount of $1,483.73 has been credited to your Macy’s
store account in addition to the $143.77 previously credited on April 18, 2015.  The total credit of $1,627.50 represents the
total amount of Credit Protection fees that were charged to your Macy’s store
account from June 18, 2008, through March 18, 2015.  Interest is not charged on Credit Protection
fees, and I confirmed that you were not charged interest in connection with
these charges.  I have also confirmed
that your enrollment with Credit Protection has been cancelled.
 
[redacted], thank you for
bringing this matter to our attention and allowing me the opportunity to
respond.  In your complaint, you
mentioned your intent to close your Macy’s account, but we hope you will still continue
to shop with us.  The additional refund referenced
above created a credit balance on your account.  Should you wish to have a credit balance
returned to you in the form of a check, please call Macy’s Credit Customer
Service at ###-###-####.  Feel free to
contact me at the telephone number below if you have additional questions or if
I can be of further assistance. 
 
Sincerely,
 
 
Carrie W.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted], Revdex.comThe Macy's card is issued by Department Stores National Bank

P.O. Box 8220 Mason, OH 45040       December 22, 2017     [redacted]
[redacted]   Re: Revdex.com Complaint ID #[redacted]        Store Experience   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 sincere apology for any frustration that you may have experienced and for the problems you encountered while trying to resolve this issue.  I intended to discuss this matter with you personally, but unfortunately, I was unable to reach you on December 21, 2017.    Be assured that the level of service you described is not typical of the quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.  I sent a copy of your complaint to the Store Manager so that he could address this issue.    I was pleased to learn that the Sales Manager, Carolyn V., had contacted you directly on December 22, 2017, to assist you further and she was able to credit the $93.09 back to your [redacted].    [redacted], 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, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:        [redacted], Revdex.com

June 22, 2016 [redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted] (active)     ...

  Macy’s account ending in [redacted] (closed)       Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. I apologize for any frustration you may have endured regarding this issue.  I intended to discuss this matter with you personally; however, my attempts to reach you were unsuccessful.  I have listed my telephone contact information below and would welcome the chance to speak with you.In reviewing this matter, I found that on September 6, 2015, your account ending in [redacted] was closed at your request.  There is not an option to discontinue online access to your account on macys.com.  Our records show that the representative closed the account at your request.  I sincerely regret any miscommunication or misunderstanding that occurred during your conversation with a representative regarding this matter.  Your new account ending in [redacted] was opened on December 22, 2015, while shopping in the [redacted] store.  In review of your account, it shows the account ending in [redacted] is closed, per your request, with an unpaid balance of $33.08, with a minimum payment due of $27.00 due on or before June 22, 2016.  The account ending in [redacted] has a zero ($0) balance with $1000.00 available credit limit.  We are unable to reopen account ending in [redacted] or remove any interest charges.[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your feedback is critical as it assist us in understanding our customers’ experiences and directs our attention to areas in which we can improve.  If I may be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely,Monique M.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

April 13, 2018[redacted]RE: Revdex.com Complaint ID #[redacted]Macy's Account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your complaint filed with the Revdex.com, concerning your above referenced Macy's account. As a representative of Macy's Executive Office, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank (DNSB). We sincerely regret any inconvenience you may have experienced regarding the above-referenced account.Based on the information provided in our previous response letter to you and the Revdex.com, dated March 26, 2018, and your rebuttal of our response; you have not provided any additional information to further research your claim of identity theft. In my research, I have contacted our Fraud Investigation team in order to determine if the claim status has remained the same. As such, our records indicate the account was opened on July 13, 2007, and the court documents regarding the identity theft you provided indicated the identity theft was filed in 2011. If you believe your identity was stolen and was used to open the above-referenced account, please submit the following documents: (1) a copy of the initial police report supporting your claim of identity theft; (2) a copy of an Affidavit of Identity Theft, which can be found on the Federal Trade Commission website atwww.consumer.ftc.gov; (3) a legible copy of a government issued I.D; (4) and a completed Statement of Fraud (enclosed). The documentation should be accompanied by a written request from you to the effect that the account be investigated. The documents can be sent to my attention at the address listed above for review.Thank you for bringing your concerns to our attention and giving me the opportunity to respond. Your business is important to us, as well as appreciated, and we regret any situation that may have jeopardized our business relationship. Please do not hesitate to call me if I may be of further assistance.Sincerely,Joseph G.Macy's Executive Office ###-###-#### Extension [redacted]EnclosureCc: [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.  No one I ever spoke to at Bloomingdales ever said anything about a claim. I would like the information from your claimed through review. It should also be noted that my complaint never reference that Bloomingdales made a incorrect decision not to credit me. Actually it stated the rep said I will be getting a credit. The purpose for filing the complaint was because I never received that credit. Executive office is as poor as customer service.
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.  I was finally able to gain access to my account after a month of no response. However, I was charged a late fee on my account even though I have expressed over and over again that I needed to see my statements and verify the charges before making a payment. Customer service again has redirected me to different departments and refused to remove the late fee charge. This behavior is absurd! To deny me notice of the charges on my account and then charge me a fee without allowing me to view my statements. 
Regards,
[redacted]

Just following up on this request. I still did not receive the balance of the refund.

December 14, 2017  [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I am responding to this Revdex.com complaint. Certainly, you...

have my sincere apology that you were unable to purchase on the terms and manner you intended for your luggage in order # [redacted]. It is clear that your experience did not meet your high expectation for Macy's customer service or our own. Thank you for bringing this matter to our attention and allowing me to address it for you. Although a refund would not be appropriate without return of the merchandise, I am sending a Macy's gift card that meets your request for consideration from Macy's. Please note the gift card will come in a plain white envelope. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]  April 7, 2016  [redacted] Re:  [redacted] - Case #[redacted]        Revdex.com ID [redacted]   ...

    Macy's account ending in [redacted] - closed        Macy's account ending in [redacted] Dear Mr. Brooks:  I am in receipt of a complaint filed by your wife, [redacted], with the Consumer Financial Protection Bureau and the Revdex.com that were forwarded to Macy's Executive Office.  Because this is an individual account in your name only, I am directing my response to you.  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 personal apology for any inconvenience or frustration you may have experienced regarding this situation. Our records indicate that we were notified on November 7, 2015, of a $157.56 fraudulent charge made on the account.  We closed the account ending in [redacted] to prevent additional charges being made by the unauthorized party and opened the account ending in [redacted].  A Fraud Claims case was also opened at that time and a Statement of Fraud (SOF) was sent to you to complete and return. On January 31, 2016, a representative removed $101.00 in late fees and $12.17 in interest charges from the account.  Then on March 3, 2016, our Fraud Department finished their investigation and removed the $157.56 charge and $30.28 in associated late fees and interest charges bringing the account to a zero ($0.00) balance.  In addition, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], and [redacted] delete the delinquency for November 2015 through February 2016.  Please allow the agencies approximately seven (7) to ten (10) business days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation. [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 contact me at the number listed below. Sincerely,  Janice D.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted]       [redacted], Revdex.com

Revdex.com:I would have expected macys to honor their word over their policy but that's the last time me or any  of y friends will ever shop there. 
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]

July 15, 2015
 
 
[redacted]
Marketplace Resource
Consultant
Cincinnati RevDex.com
7 West 7th Street, Suite 1600
Cincinnati, OH 45202
 
re: Revdex.com
Complaint ID #[redacted]
 
Dear
[redacted]: ...


 
I
contacted [redacted] by phone to resolve her complaint and to apologize
for any inconvenience she and her guests experienced as a result of her
registry being deleted on the macys.com website and store.
 
The
registry had noted an earlier date for the event and no purchases. We regret
that it was deleted in error. Upon [redacted] request, we have provided a
new active registry with her selected gifts in place. [redacted] and I have
confirmed that her information is correct and did view the registry on July 15,
2015. 
 
In
respect and consideration, Macy's is sending one [redacted]
Picture Frame from the new registry #[redacted]. This is compliments of Macy's
Executive Office.
 
Based
on the above, Macy's considers this matter resolved and closed satisfactorily.
 
Sincerely,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted]

October 30, 2017   [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s store 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 apology for any frustration you may have experienced while trying to get your purchase dispute resolved.   I see that you contacted our credit center on March 25, 2017, to dispute the damaged purchase of $65.31 from March 6, 2017.  Unfortunately, when the dispute was reviewed by our credit center, the billing dispute was denied because the item had not been returned.    After reviewing your phone conversation from March 25, 2017, I have found that you were informed the purchase of $65.31 from March 6, 2017, would be credited back to your account.  Because you were told this charge would be credited back, I have credited this charge, as well as an additional $140.00 in late fees and $9.80 in interest.  As of the date of this letter, your account has a credit balance in the amount of $31.52 which may be used towards a future purchase.  To request a refund check for this amount, please call Customer Service at ###-###-####.   This letter will also confirm that we cleared our internal records of any delinquency reported for the time period of May through October, 2017 and requested that Equifax, Experian, and TransUnion remove the delinquency from your credit report.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation.   [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, Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted] Revdex.com