Macy's

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.
Please
accept my sincerest apology for the inconvenience you...

have experienced while
shopping with us. Be assured this is not the type of service you should expect
from Macy's and feedback will be passed on for coaching purposes.
As
you returned all of the merchandise from your order, I have processed a credit
in the amount of $44.83. This will post to your account within the next 3 - 5
business days. As well, I have issued a gift card in the amount of $20.00 to
the address on your complaint. Please allow 3-5 business days for receipt.
Sincerely,
Jennifer C.
Macy's Executive Office

[redacted]   [redacted]   October 24, 2016     [redacted]   Re:  [redacted] - Case #[redacted]         Revdex.com - Case...

#[redacted]         Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com and the [redacted] 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.  We sincerely regret any frustration that you may have experienced regarding the Credit Balance Refund check we issued for your overpayment.    My research found that you contacted us by phone on June 7, 2016, to request a refund check in the amount of $1,827.41, on your Macy's [redacted] account ending in [redacted].  A check for that amount was mailed on June 10, 2016, to the address on your account at that time, of [redacted].    You contacted us on July 28, 2016, to update your address and we advised you that on June 10, 2016, the refund check had been mailed to your previous address.  At this time, we requested a stop payment on the previously issued Credit Balance Refund check, and requested another check be sent.  On August 30, 2016, you contacted us and stated you still had not received the check.  A request to stop payment was made. However, on September 10, 2016, research confirmed the initial refund check was cashed on June 22, 2016.    On September 28, 2016, you contacted us and the associate sent a letter with a copy of the signed check to you at your current address.  I have enclosed copies of the letter and the front and back of the cancelled check for your review.  If you wish to dispute the signature, I have also included an affidavit for that purpose.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  I hope this letter clarifies any questions you had and 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] Enclosures / mailed October 25, 2016   cc:   [redacted]         [redacted], Revdex.com

December 21, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com Complaint ID [redacted]
Macy's
American Express account ending [redacted]
Dear [redacted]...

[redacted]: 
We are 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 the courtesy that you extended to Lisa K. during
your recent telephone conversation.  I
regret that you did not receive exemplary service during your live chat and had
to call into customer service.  
Please accept my personal apology for any frustration
or inconvenience you may have experienced while trying to reach a representative
to discuss your account.  I am sorry that
you were disconnected numerous times.  As
you requested, your account was closed on December 1, 2015. 
[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. 
If I can be of further assistance, please do not hesitate to contact me
at the telephone number listed below, as I would be delighted to speak with
you.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:        [redacted], Revdex.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I believe if I had not contacted you all, I would not have gotten the resolution to the problem. I did receive a full refund from Macy's as indicated in the letter. I appreciate all the work you have done on my behalf. Regards, [redacted]

[redacted]   [redacted]
March
17, 2016
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID [redacted]
        Macy's American Express 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 (DSNB).
The New Account Discount (the “Discount”) is valid
on merchandise purchases made at Macy's and macys.com on the day you are
approved and the following day. The purchases must be charged on your new
Macy's Account.    The Discount savings
is limited to a total of $100.00.  For
your convenience and record keeping, the Discount appears on your
statement. 
At the time you opened your account, you were given
a pamphlet containing the DSNB Credit Card Agreement which includes the terms
and conditions governing your account. 
The information regarding the details of the New Account Discount is
displayed on the front and back of the pamphlet.  A copy is enclosed as a reference. 
In reviewing your November 26, 2015, receipt
#[redacted] for the purchase of the [redacted] Emerald and Diamond Necklace, our
records show the item is normally $10,000.00 and was included in our Black
Friday sale for $3,999.99.  In addition
to the $100.00 New Account Discount on this purchase, you received a $400.00
Thanks for Sharing gift card ending in 6546 that was issued on January 7, 2016,
and mailed to you on January 14, 2016. 
It is our understanding that as a gesture of goodwill, the Store Manager
offered you an additional $200.00 store credit, which you declined.  Respectfully, I must decline your request for
an additional $747.00 discount.      
While this may not be the response you were hoping
for, I hope that you understand our position in this matter as we must maintain
and adhere to specific policies and procedures so that each of our customers
receives fair and consistent treatment. 
Thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
assistance on another matter please contact me at the number listed below.
Sincerely,
                                        ...⇄
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure /mailed March 17, 2016
cc:  [redacted], Revdex.com
       Joshua P. Store Manager, [redacted]

July 07, 2015
 
 
[redacted]
[redacted] 
[redacted]
 
Re: Revdex.com
Complaint # [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of [redacted] complaint. 
I spoke with [redacted] by...

phone on July 2, 2015 to resolve her
concerns.  I have transferred her refund
from the gift cards back to her Macy's account and will follow up with [redacted] once the funds have posted to her account.  [redacted] has my contact information
should she have any additional questions regarding this complaint.  Please let me know if you have any questions.
 
Sincerely,
 
 
 
Toneia W.
Macy's Executive Office
###-###-#### Extension
32632
 
cc: [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 representative (Tara) was not very helpful in resolving my issues.  When she called me on Monday, she informed me that she would call me back by the end of the day.  That did not happen.  When she did call days later, she left a voicemail stating that my account was credited with the price of the [redacted] (which were never delivered to me.  No apology for the incompetence and negative correspondence that I received.  I called her to inform her that finance charges were added to my bill for October 21, 2016 and November 20, 2016 and that they were never credited back to my account.  She informed me that she had no control over that (another department) and that she did not have the power to reverse the charges.  Then what was the purpose of her handling my complaint.  She also told me that she did not have the power to give me what was advertised in July for the price that it was advertised for, that she could only give it to me for $249.00.  She then stated that the advertisement was pulled.  Why was it pulled if it was correct?  Macy's have ignored my complaint and what I requested and only credited my account with the cost of the shoes.  This is not acceptable.  I still want a formal apology for the things that they took me through when it was their error.  I also want the finance charges reversed and I only want them to be held accountable for what they advertised and they price they advertised it for!.
Regards,[redacted]

Dear [redacted],We are in receipt of Revdex.com Complaints # [redacted].  We have resolved all matters as expressed in the complaints. Based on this, we consider these matters closed satisfactorily.Thank you.William A.Macy’s Executive Office###-###-####

[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH
45202Dear [redacted]: I contacted [redacted] by phone to
resolve her complaint ID [redacted] and to apologize for any inconveniences she
experienced as a result of her macys.com order. [redacted] confirmed that she did
receive her refund...

for her return. In addition, I am sending [redacted] a gift
card for $20.00 that she may use in store or online. Based on the above, Macy's
considers this matter resolved and closed satisfactorily.
Sincerely,Colette O.Macy's Executive
Office###-###-#### Extension [redacted]

[redacted]
January 6, 2016
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's American...

Express ending [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 your electronic statements and for the problems you encountered in trying to resolve this issue.
We recently upgraded our credit system and after reviewing your account activity, I found that on August 22, 2015, your Macy’s account noted above was coded to receive electronic billing and to stop paper statements in error.  Our records confirm no emails were sent and we regret any inconvenience this may have caused.  On January 4, 2016, I closed your account, as you requested, and as a gesture of goodwill, I have credited the remaining interest charge of $3.46 and requested a credit refund check be sent to you for the fees you have already paid in the amount of $124.17 which you should receive within 10 to 17 business days. 
For clarification, the notice you received regarding the past due status of your account was from our collections department and not from an outside collection agency as stated in your complaint.  I have cleared our internal records of any delinquency associated with this issue, and I requested that [redacted], [redacted], and [redacted] delete any record of this issue from your credit bureau report.  Please allow the agencies approximately 7 to 10 days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  In addition, I was disappointed to hear of the customer service issues you describe in your letter, while speaking with a phone associate 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. 
[redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  I hope in the future that you will allow us the opportunity to mend our business relationship.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below, as I would be delighted to speak with you.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:     [redacted], Revdex.com
         Manager, Customer Service

March 25, 2016[redacted] [redacted]Dear [redacted]: I am in receipt of your complaint [redacted] forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I was asked to review and respond to your concerns. On behalf of Macy's, please accept my apology for any inconvenience you experienced due to not being able to place an online order. Per our conversation, there is a block on your email address d[redacted]. Upon further research, this block stems from your order# [redacted], which you disputed with your bank. Per our consumer protection, this block cannot be removed. Also, your [redacted] ending in [redacted] has a block on it from this dispute as well. In order to place future orders on macys.com or by phone, you will need to use an alternate email address and a different form of payment.Based upon this, Macy's considers this matter closed and will not respond to any further correspondence regarding this issue. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]
February 14, 2017   [redacted], We are in receipt of complaint ID #[redacted] regarding the customer who feels that her deposit was not refunded to her after her order was canceled. Our records indicate that the deposit was applied towards the queen mattress that was not canceled. If the customer has any further questions in regards to her employee account, she will need to contact the employee accounts department. At this time, Macy's will consider this matter closed. Thank You, Sincerely,Macy's Executive Office

April 08, 2016
[redacted],
We
are in receipt of complaint ID# [redacted] regarding the customer's recliner
repairs. We had contacted the customer and approved to order the parts to
repair the recliner as a onetime accommodation. At this time, Macy's will
consider this...

matter closed.
Sincerely,
Macy's Executive Office

I was able to get the refund in the form of a gift card yesterday from my local Macy's store. I would like to close this complaint and I am unable to do so on the website. Can you please help me do the same?Also, I would like to thank you for all your help. Have a wonderful weekend. Best...

regards,[redacted]

Please see below and attached.RE: Inquiry Deletion requestDear [redacted]: I am in receipt of the complaint you filed with the Revdex.com. As a liaison in Macy’s Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB). Thank you...

for the courtesy that you extended to me during our telephone conversation.I regret any inconvenience you may have experienced regarding your request for the deletion of an inquiry on your credit report dated February 13, 2017. I can understand your disappointment and I am truly sorry.Because the credit inquiry referenced in your correspondence was due to a fraudulent attempt to open an account in your name, we have requested the credit reporting agencies delete this account from your credit report. Please allow thirty (30) days to update your credit report. This letter will serve as confirmation of our request. I sincerely regret this issue was not previously resolved.In order to review current and accurate credit information, reports should be obtained directly from [redacted], [redacted], and [redacted] at the credit agencies contact information. If you disagree with the information provided by the credit reporting agencies, you can contact them at the addresses below. [redacted]###-###-#### ###-###-#### ###-###-####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 personally at the telephone number listed below. Sincerely,Macy's Executive Office###-###-#### Extension cc: [redacted], Revdex.com

November 8, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [redacted] (closed)        Macy’s...

store account ending in [redacted] (closed)   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 on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   Your Macy’s [redacted] card is designed to separate your Macy’s purchases from any purchases made outside of Macy’s. There are two credit lines attached to one credit card. When your credit card is used at a register inside one of our Macy’s stores or at macys.com, the charges will be applied to your store account. The last 4 digits of your store account are [redacted].  This account number will be listed on your monthly billing statement. When your credit card is used at a register outside one of our stores, the charge will be applied to your Macy’s [redacted] account. The last four digits of your Macy’s [redacted] account are [redacted].  This account number will be listed on your Macy’s [redacted] billing statement and also printed on your card. Separate statements are issued for each account and are sent approximately one (1) week apart.   In researching your accounts, I confirmed that you are not being double billed as stated in your complaint.  Each statement reflects the purchases made using either the store account or the [redacted] account.  The Annual Percentage Rate (APR) for both accounts is 24.75%.  Per the Department Stores National Bank Credit Card Agreement, the purchase APR is equal to the Prime Rate plus a margin of 21.99%.  Further, interest accrues daily by using a daily periodic rate.  We calculate interest charges each billing cycle, by calculating the daily balance for each of your different balances.  We multiply each daily balance by the daily periodic rate that applies to it and add up all daily interest.  The sum is the total interest charge for that billing cycle.  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 Macy’s [redacted] account ending in [redacted] and your Macy’s store account ending in [redacted] in accordance with the Credit Card Agreement.  As of the date of this letter, the Macy’s [redacted] account unpaid balance is $2,155.93 with a minimum amount of $67.67 due by November 22, 2016.  The Macy’s store account ending in [redacted] has an unpaid balance is $875.66, with a minimum amount of $27.74 due by November 20, 2016.    Our records show that your accounts were closed upon your request on October 25, 2015.  When an account is closed, it is unable to be reopened.  If you are interested in obtaining another Macy’s account, please feel free to reapply in store or online at macys.com.  Regrettably, we are unable to reopen your account or remove the interest charges as you requested.   [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter. Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. 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.  However, I was not in [redacted] or or near a Macy's on 12/09.  Can you tell me what the charge is?  I am not able to access that information.
Regards,
[redacted]

This is the response from our customer yesterday after I tried to contact. We are closing this issue and consider it to be resolved. Thank you.   Sincerely, Tara B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [redacted]    From: [redacted] [mailto:[redacted]] Sent: Wednesday, March 15, 2017 5:49 PMTo: Tara B.Subject: Re: Your Macys Revdex.com ComplaintHi Tara, At this point, I'm okay if you just close the complaint. Thank you,[redacted]

October 11, 2016  [redacted] Re:  Revdex.com Complaint ID #[redacted]          Macy’s [redacted] account ending in [redacted] (closed) and [redacted] (closed)                                    ...⇄ Dear [redacted]: I have received your most recent comments regarding the complaint you filed with the Revdex.com. As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to address your additional concerns.  I offer my sincere apology for any additional inconvenience this matter may have caused. In researching your account, the notes confirm that the $82.15 payment was applied to your account ending in [redacted] on August 2, 2016.  In addition, the $89.15 purchase was returned on June 9, 2016, however it was credited twice on your account in error on June 9, 2016, and June 12, 2016.  Therefore, one of the credits was reversed on August 17, 2016.  Please reference the audit of your account that was previously mailed to you on October 5, 2016, under separate cover.  Per your request, I have closed the account ending in [redacted] as of October 6, 2016.  As of the date of this letter, both of your Macy’s accounts are closed with a zero ($0.00) balance.  There is no annual fee associated with the use of a Macy’s account; therefore, I must respectfully decline your request for a refund. I apologize for any misunderstanding regarding your request to receive a phone call from the local Store Manager; however, any complaint submitted to our Executive Office is handled in our office and we welcome your call to address any questions or concerns that you have. [redacted], your business is important to us and we are sorry we have disappointed you.  I hope this won't keep you from shopping with us in the future.  If I may be of further assistance, 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

Dear [redacted], We are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. The customer was sent a gift card in the amount of $20, to replace the Macy’s Money, he could not redeem. However, the customer believes that these actions are not sufficient. Again, Ms.Geers, we believe our actions are more than equitable and we consider the matter closed satisfactorily. Thank you. Thanks Jan B. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS [redacted]