Macy's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while this response remains unsatisfactory to me, I am not sure what other recourse I have besides seeking legal action.
Regards,
[redacted]

February 21, 2018  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted] and we attempted several times to contact [redacted] by phone and email. He has not responded, so we consider this...

matter closed. We remain available should [redacted] reach out to us. Thank you. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

April 12, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s Reservation #[redacted]   Dear [redacted]:   I am in receipt of your most recent inquiry filed with the Revdex.com, and forwarded to Macy’s Executive Office on March 22, 2017.  As a liaison of this office, I was asked to review and respond to your additional concerns.  I am sorry for any continued frustration regarding your order, and that some remaining issues were left unresolved.  As stated in our first response, Macy’s does not participate in unethical or fraudulent business practices of any kind.   Our records indicate you e-mailed on March 6, 2017, and requested to remove the authorization hold for macys.com Reservation #[redacted] from your [redacted].  On March 7, 2017, a macys.com Supervisor obtained the fax number for your bank on a three way conference call, and faxed a request to release the authorization hold. On March 13, 2017, we received another e-mail from you requesting to cancel the [redacted] Full Comforter set because you were not willing to wait until the expected ship date of March 29, 2017.  This portion of your order was immediately voided, and if the $57.25 authorization hold had not yet been removed by your bank, the request to release the authorization hold would automatically be submitted to your bank when the order was cancelled.  Please note that each bank varies in its timeframe to release authorization holds.    When you called on March 20, 2017, and spoke with a macys.com Supervisor, it had only been five (5) business days since you requested to cancel your order.  The Supervisor advised that we do not collect on cancelled shipments, and they were unable to see that any refund was due.  They also informed you would need to contact your bank to inquire about the normal posting time once an authorization hold is released. For clarification, since the order was cancelled and the item was not shipped, on April 3, 2017, I confirmed that you were never charged for the second shipment totaling $57.25. If you still do not see the authorization hold removed from your bank card, I would be happy to partner with you and your bank to ensure that they remove the pending authorization hold.   [redacted], thank you for allowing me the opportunity to further respond to your concerns.  If I may be of further assistance to you in the future, please do not hesitate to contact me at the phone number listed below.    Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Hi [redacted], I have spoken with [redacted] in regards to her Revdex.com Complaint ID #[redacted]. Her funds have been restored on her three gift cards and are available for use. [redacted] is satisfied and we are considering this matter resolved. Sincerely, Yvonne F. |...

Omnichannel Presidential ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive Office

Good Afternoon [redacted], I am in receipt of the complaint #[redacted], [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.  I have spoken to [redacted] and we have addressed all...

issues to his satisfaction.  Based on the information, Macy’s considers this matter closed and resolved. Thank You,  Sandy M.Omnichannel Presidential Correspondent | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

June 6, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] account ending in [redacted]Dear [redacted]:  Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue.  Please accept my sincere apology for any frustration this matter may have caused you.  Upon review, I found that Ms. P. requested that the delinquencies on your Macy’s [redacted] account noted above to be deleted from November 2015 through March 2016.  I have requested for April 2016 to be deleted as well.  Please allow thirty (30) days for the credit reporting agencies 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 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,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

Dear [redacted], I submitted a Revdex.com complaint pertaining to Macy’s yesterday and I received confirmation from you today. A few moments ago, I found an email from Macy’s in my personal email in-box containing a return label to be used for the purpose of returning the box of shoes (that is the...

subject of my complaint) to them. According to the email, they state that they will credit our account (for the shoes we never ordered and which are not our size) as soon as they receive the shoes. I have packaged the box for them am on my way to the UPS store to mail their good back to them. Given the foregoing, I would like to cancel my complaint, as it appears that they intend to resolve this amicably. If I do not receive the necessary credit, then I may contact the Revdex.com again. Thanks to you and to the  Revdex.com for accepting my complaint, and I apologize for any inconvenience. Regards, [redacted]###-###-####

[redacted]November 11, 2016[redacted]Re: Revdex.com, Complaint ID [redacted] Macy’s [redacted] account ending in [redacted] (closed) Macy’s account ending in [redacted] (closed) Dear [redacted]: Thank you for the courtesy you extended to me during our conversation on October 11, 2016. It was a pleasure speaking with you. As I mentioned, as a liaison in Macy’s Executive Office, I was asked to review and respond to your Revdex.com Complaint on behalf of Department Stores National Bank.I was disappointed to learn of the troubles you experienced when your payments to your Macy’s [redacted] account ending in [redacted], were incorrectly applied to your old Macy’s account (ending in [redacted].) In reviewing our records, I found that your Macy’s store account ending in [redacted] was closed on September 7, 2014, due to inactivity. During our conversation you mentioned that you were not aware this account was closed. To clarify, when a Macy’s account is inactive for a period longer than two years, we close the account as a security measure. Rest assured the closing of this account was not reported to the credit reporting agencies as an adverse action based on a delinquency; rather, we are reporting the Macy’s Store account ending in [redacted] as “Closed by Creditor – Inactive.” During your shopping trip at the [redacted] Macy’s Store on April 9, 2016, you opened the Macy’s [redacted] account ending in [redacted] and your purchase of $380.16 was immediately charged to your new account. As a new account holder we provided a “New Account Discount” totaling $76.03 for 20% off your purchase, as a statement credit. I sincerely regret any misinformation provided to you regarding your account number by the sales associate who opened your Macy’s [redacted] account. Additionally, it appears that the same Macy’s associate did not insert your apartment number in your billing address during the application process, which caused the non-receipt of your billing statements. Because you did not receive your statements, I have enclosed April through September 2016 for the Macy’s [redacted] ending in [redacted], for your records. I am sorry to learn about the experiences you described with our telephone representatives calling to inquire about the missing payments on your Macy's [redacted] account. Please accept my sincere apologies for any frustration you may have experienced because the misdirected payments were not addressed during these calls. To confirm, we successfully transferred all of the payments received on your closed Macy’s account to your Macy’s [redacted] account. The table listed below reflects a history of all payments received or transferred to your Macy’s [redacted] since your original purchase on April 9, 2016. Date ReceivedPayment amountPayment Method5/2/2016$60.00Bank Transmittal6/2/2016$60.00Bank Transmittal6/22/2016$50.00Bank Transmittal7/1/2016$50.00Bank Transmittal8/3/2016$50.00Bank Transmittal8/24/2016$34.13Phone Payment – Debit Card Due to the errors that occurred with your payments and billing address, we have credited all late fees ($175.00) and interest ($39.58) that were automatically charged to your Macy’s [redacted] because your payments were misdirected. We have also requested that the credit reporting agencies clear any derogatory payment history previously reported for your Macy’s American Express account and update their records to reflect this account as “Closed by Consumer”, per your request. Please allow up to 30 days for these changes to reflect on your credit report.After the crediting of fees, your account was left with a credit balance of $76.03. I have requested a credit balance refund check for $76.03 to be sent to you, leaving your Macy’s [redacted] account closed with a zero ($0.00) balance. Please expect this refund check to arrive under separate cover within 7-10 days via the United States Postal Service. A final billing statement was sent to you on October 20, 2016, which reflects all of the monetary adjustments we discussed.Be assured that the problems you endured are not typical of the level of quality customer service or positive experience that we strive to provide. Our goal is to have professional and knowledgeable associates throughout our business so that our customers are provided the positive shopping experience they have come to know at Macy’s. I would like to thank you for the time you took to share your feedback with me, as it directs our Company’s attention to areas in which we can improve our service quality. Accordingly, I have shared your complaint and this letter with the appropriate management within the [redacted] Macy’s Store and our Credit Services division, to ensure this experience is used as an opportunity for additional training and development. [redacted], I hope that you will accept the enclosed $100.00 in Macy’s Money Certificates as a gesture of goodwill for this unfortunate experience. If I may be of further assistance to you, my contact information is listed below, and it would be my pleasure to speak with you once again. Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc[redacted], Revdex.com Vice President Store Manager, Macy’s [redacted] Macy’s Credit Services Management

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.  Problem: Previously complained about not refunding my returned items, and Melissa responded and refunded them after about 2 weeks. However today I got emails from Macys.com that they are charging me for those same items, because "At this time, we have no record of your item(s) being returned." I'm extremely frustrated and upset. What's wrong with macy's customer service? details copied from the emails from Macys.com: Order #: [redacted] Date initiated: 03/01/16 Return to: Prop [redacted] Estimated refund: $201.12 Reason for return: Wrong Merchandise Order #: [redacted] Date initiated: 03/01/16 Return to: Disc [redacted] Estimated refund: $224.25 Reason for return: Wrong Merchandise Order #: [redacted] Date initiated: 03/01/16 Return to: Disc [redacted] Estimated refund: $241.89 Reason for return: Wrong Merchandise Order #: [redacted] Date initiated: 03/01/16 Return to: Disc [redacted] Estimated refund: $30.50 Reason for return: Wrong MerchandiseDesired Outcome: correct their mistakes and do not charge me on those items. I've returned them and they have received them.
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.  
Macy's product was often onsale. As usual I purchased and never got notice I was enrolled to the membership and charged secretly $25 membership fee by Macy's.Also Macy's associate who spoke with me in November 2016, admitted that Macy's enrolled me without my consent. She apologized and promised to cancelled the membership and refund me all the unlawful charge. However she mistook or she asked someone in other department to do so or Macy's purposely charged me late fee again after the refund and caused the fee roll over again and again, finally it's almost $200I was surprised the Macy's excuse associate Kristi C. could distort the facts so brazenly and said I agree all of that, just like someone stole the money from her/his pocket and said he/she agreed to be stolen.Macy's unlawfully enroll customer to the membership without customer's consent as phishing and purposely continue charging fee. That's serious violation. Macy's needs to respond the law consequences and punishment.I reserve the right of lodging a claim.
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.   
Regards,
[redacted]

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have contacted the customer and addressed all issues she was experiencing with her complaint. It appears that the credit issue was resolved yesterday 6/5/2017 and [redacted] stated she could not withdraw her complaint. Advised the...

credits should post soon and in addition I will be transferring the gift cards that were issued for the return back to her account as well in the amount of $10.00. 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: ###-###-####

January 24, 2018   [redacted]  [redacted]   Re:  Revdex.com Complaint 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 respond to your concerns on behalf of Department Stores National Bank (DSNB).  Please accept my sincere apology for any inconvenience you may have experienced as a result of this matter.   Our records indicate that on August 26, 2017, you elected to pre-enroll in our “Thanks for Sharing” program and a $25.00 charge was applied to your account as shown on the enclosed copy of your receipt #[redacted] when you swiped your card at the point of sale.  We run our “Thanks for Sharing” program each year which benefits both our customers and local and national charities.    The $25.00 “Thanks for Sharing” enrollment charge was included in your billing statement for the statement closing date of September 27, 2017, leaving a balance of $25.00 with a minimum $25.00 payment due be October 24, 2017.  When no payment was received, the account continued to accrue late fees and interest charges per the terms of the DSNB Credit Card Agreement.  Copies of your September 27, 2017, through December 28, 2017, statements are enclosed as reference.   On November 2, 2017, we sent you a letter (copy enclosed) advising that we cancelled your membership and that the $25.00 credit would appear on your next billing statement.    On January 6, 2018, we removed $90.00 in late fees and $6.00 in interest from the account.  The $25.00 credit was applied on January 9, 2018, resulting in a zero ($0.00) balance on the account.    In addition, I confirmed that January 10, 2018, we cleared our internal records of any delinquency associated with this matter and requested that the credit reporting agencies delete the delinquencies reported for November and December 2017, from your credit report.  Please allow the agencies approximately thirty (30) days to update their records.  Until then, this letter will serve as confirmation of our request.   [redacted], thank you for bringing this matter to our attention and allowing me an opportunity to respond.  Should you have additional questions, please contact me at the telephone number listed below.   Sincerely, Janice D. Macy’s Executive Office ###-###-####, Ext. [redacted]   Enclosures   cc:  [redacted], Revdex.com

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


    [redacted]   [redacted] 
November 24, 2015
[redacted] 
[redacted]
[redacted]   
On behalf of Department
Stores National Bank:  
Contact Date with Customer:  November 23,
2015 
Complaint Summary:  [redacted] writes that she
has paid her account in full and closed it, but continues to get bills with
small balances, because of interest charges. 
She has been told in the past that the interest charges have been
removed.  She wants confirmation that she
has a zero balance and that the account is closed. 
Resolution:  I called [redacted] and apologized for
her experience.  Also confirmed for her
that her account was closed on July 17, 2015, and there is a small credit
balance of $2.00 on the account, which I am refunding to her in the form of a
check.  This resolved her complaint. 
Michael J.  
Macy’s Executive Office 
###-###-#### Extension [redacted] 
cc: [redacted], Revdex.com

[redacted]   [redacted]
February 8, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint #[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.
I am
sorry that your payment was not applied to your account, and you had to send us
proof from your bank for our Billing Adjustments Department to research your
missing payment.  My research confirmed
that we have applied your $54.00 payment from December 2, 2015.  The $27.00 late fee that had been assessed
was also removed when the payment correction was done.  This payment and late fee reversal appeared
on your January 2016 billing statement (copy enclosed).  As of the date of this letter, you have a
zero balance.  Additionally, no
derogatory information was reported regarding this incident to the credit
reporting agencies.
It
was disappointing to learn of the problems you encountered while attempting to
get this issue resolved.  Please be
assured that the service you received 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. 
I have forwarded a copy of your complaint, as well as my response, to
the manager to address your concerns further. 
[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, 
Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure / mailed February 8, 2016
CC:      [redacted], Revdex.com
            Customer
Service Manager

November 17, 2016      [redacted]  [redacted]   [redacted]     Re:  [redacted] – Case #[redacted]           Revdex.com complaint ID [redacted]         Macy’s account ending in [redacted]     Dear [redacted]:   We are in receipt of your complaints filed with the [redacted] and the Revdex.com which were 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.      We sincerely apologize for any frustration you may have been caused regarding the reporting of your Macy’s account referenced above to the credit reporting agencies.  However, we previously addressed your concerns when we responded in a letter dated October 24, 2016 (copy enclosed), containing the same complaint that you filed with the [redacted] Office.     Our position on this matter has not changed.  We are unable to delete the Macy’s account from your credit report and we are accurately reporting the account as a paid charge-off to the credit reporting agencies.  While I regret any misinformation you may have received, our records indicate that our credit associates have informed you during telephone calls that we cannot delete the account from your credit report.  If you would like to provide me with additional details, including the names of those you spoke with and any written documentation supporting your claim, I will see that this issue is addressed with the appropriate parties.    Thank you for contacting Macy’s and allowing me to respond.  Feel free to contact me at the telephone number listed below if I may be of assistance on another matter in the future.    Sincerely,     Michael J. Macy’s Executive Office  ###-###-#### Extension [redacted]    Enclosure  / mailed November 17, 2016   cc:  [redacted]         [redacted], Revdex.com

Customer called Revdex.com 3/9/18 stating the Executive Office had contacted her and she was satisfied. Problem resolved.

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 would like to know why no one notified me that my account was past due. No notification or phone call in regards to this mater. I have been a customer for 11 years and have never missed a payment. I was told by the customer service rep on 11/4 that's it's random who they call for this matter because they have so many accounts to handle. This is unacceptable to me as all customers should receive the same service . Not selective customers. If I was notified after the first missed payment this would have been resolved then. I could provide bank statements to proof I had plenty of funds to cover the payment and or pay off the bill entirely.  
Regards,
[redacted]

[redacted]   [redacted]     May 1, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Rebate check   Dear [redacted]...

[redacted]:    It was a pleasure to speak with you on April 21, 2017, and April 26, 2017, regarding the complaint that was forwarded to us by the Revdex.com.  Thank you for accepting my sincere apology for any inconvenience you may have been caused regarding the rebate offer for the [redacted] Juice Fountain.   Our research confirmed that you purchased the kitchen item on August 16, 2015, and submitted your rebate claim within the 30 day timeframe.  On November 25, 2015, a $50.00 check (#[redacted]) was mailed to the address you provided:  [redacted].  To clarify, there was never any issue with the rebate.  As you can see, the address you provided is different.  Also, it was noted that the check was never cashed and they have no record that you attempted to contact the rebate call center.   I am happy to share that a replacement refund check for $50.00 is being processed to be sent to your address listed above.  Please allow approximately 7 to 10 business days to receive the check under separate cover.   I appreciate your taking the time to write and allowing me the opportunity to assist you.  If you have any further questions or concerns, please contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
April 18, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint [redacted]
       Macy’s account ending in [redacted]
Dear
[redacted]...

[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. I apologize for any frustration you may have
encountered when trying to resolve this issue.
In researching your complaint, I
found that on October 16, 2015 we received notice of the disputed charges on
your Macy’s account.  We opened a fraud
claims case and our Fraud Department was able to verify the fraudulent
purchases and cleared your account of the fraudulent charges ($1,037.04) and
removed the associated late fees ($231.00) and interest charges ($60.68) totaling
$1,328.72.  As of the date of this
letter, your balance is zero ($0.00).  In
addition, we cleared our internal records of any delinquency associated with
this issue and requested that [redacted], [redacted], and [redacted] delete the
delinquency for September 2015 through April 2016.  Please allow the agencies approximately seven
to ten business days to make the necessary corrections to their files.  Until then, this letter will also serve as
confirmation.
Please be assured that the problems
you described are 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 representatives, so that
all of our customers’ questions and needs are addressed and resolved
efficiently.  For that reason, we truly
appreciate you for the time you took to share your feedback, as it directs our
attention to areas in which we can improve our service quality.  
Thank
you for bringing this matter to our attention and allowing 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,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com