Macy's

[redacted]   [redacted]   February 22, 2017     [redacted]
[redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s pricing  ...

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. We appreciate the time you have taken to provide feedback regarding Macy's pricing of [redacted] vacuum products.   Please be assured that we do not engage in false or misleading advertising practices.  Federal antitrust laws require each retailer to independently set its own prices.  Macy's is not permitted to agree with other retailers or with our suppliers regarding how an item is offered for sale at Macy's, or will be priced when offered to the public.  Such price-setting could be construed as collusion, something strictly prohibited under antitrust laws.   We realize that shoppers today have many means of price comparison on a given product.  Macy's goal is to provide its customers with a good value on quality merchandise.  Many products offered by Macy's are priced in a fashion that will allow for promotional or discount pricing during sale events.  Accordingly, Macy's will sometimes offer items at a higher starting retail price and then take various discounts off that price during different sales and promotions.  This pricing strategy is not an attempt to deceive our customers.  Every regular or original price we reference is the "real" price at which we offer the item in our stores. In short, Macy's prices may differ from those prices found at other retailers or on manufacturers' websites because Macy's is a full line store that offers a wide variety of merchandise and services that cannot be found at most other retailers.   [redacted], thank you for the time you took to bring your concerns to our attention and for giving me the opportunity to respond.  Macy's recognizes that you have a choice in where to shop and hope you will continue to frequent our stores to take advantage of our great prices and selection.  If I may be of assistance on another matter, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

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. The customer's account has been credited as of 3/8/16 in the amount of $556.34. Based on this, we consider the matter closed satisfactorily. Thank...

you.

No response via phone, need to speak with customer in regards to her concerns and authorization holds. No response. See previous message below.  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.I have sent several emails requesting that you to contact our office at your earliest convenience to resolve your concern at the number listed below. Sincerely, Tara B.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]  [redacted]   December 14, 2016     [redacted]  [redacted]   Re:  Revdex.com Complaint 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 (DSNB).  Thank you for the courtesy extended to me during our telephone conversation on December 9, 2016.  This letter is to confirm our discussion.  I apologize for any inconvenience you may have experienced as a result of this matter.   After reviewing your order history, we confirmed that your original purchase for three pairs of Ideology pants totaling $52.69 was made at our [redacted] Macy’s store location on October 29, 2016.  Two more of the same items were ordered at the same store for $35.13 on October 30, 2016, to be sent from our fulfillment center under the Reservation number [redacted].  On November 18, 2016, you called our macys.com Customer Service Department to inform us that one of the pairs of leggings was damaged in transit.  A new pair was scheduled to be sent, and at 5:25 pm EST, you called back and  requested to have an agent cancel the order since you thought you may be charged for the reshipment.  On November 19, 2016, a macys.com Supervisor processed an even return and exchange for the damaged pants at no charge.    On November 19, 2016, you requested a $20.00 Virtual Gift Card for having to call multiple times to verify if the order was canceled, and if you would be charged.  The associate advised you a Physical Gift Card could be sent by mail for your inconvenience.  Our records confirm you requested to have this $20.00 gift card applied to your Macy’s account instead.  The $20.00 credit was applied to your Macy’s account on November 20, 2016.  When an associate offered to confirm the funds transfer on December 2, 2016, you refused to provide the associate your Macy’s account information, and instead requested to speak with a supervisor.  During the time you were on hold waiting to speak with a supervisor, our records show you disconnected the call.    On December 9, 2016, I advised you that once a physical gift card is requested, our system is not capable of stopping the gift card from being mailed out, even though the supervisor requested to transfer the funds to your account instead on the same day.  It is regrettable to learn that you thought the funds were available on the gift card when you received it in the mail, after you requested the balance to be transferred to your account.  For clarification, during our conversation I did not have enough information regarding the original gift card situation to make any definite promises.  I apologize if you misunderstood me when I was partnering with the macys.com supervisor investigating what happened with the first gift card.  In addition, when you advised me one of the other pairs had ripped, I advised you to bring them into the store so they could assist you with a return or exchange. I was disappointed to learn of the poor service you described receiving when calling our Customer Service Representatives.  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.  Accordingly, I have forwarded a copy of your complaint, as well as my response, to the appropriate Managers to address these issues with the associates involved.    [redacted], thank you for the opportunity to address your concerns.  If I may be of additional assistance in the future, please do not hesitate to contact me at the phone number noted below.   Sincerely,     Alison G. Macy's Executive Office
[redacted]   cc:  Macys.com Manager        [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Although apologies were offered, what requested was denied. Everything that was suggested by Macy's put the responsibility back on me, ex. to return the shoes to a store or UPS. No compensation for my inconvenience was offered. No, I am not satisfied with the result, and therefore, have decided to cancel my cards for Macy's. They have lost a loyal customer.
Regards,
[redacted]

December 01, 2016  [redacted] Re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:   I am in receipt of your complaint forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I was asked to review and respond...

to your concerns. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced due to authorization holds and any confusion about the attempt to order. We regret any disappointment in the customer service you experienced. This level of service did not meet your expectations or our own.  In respect and consideration Macy's is sending a $60.00 gift card which may be used online or in any Macy's store.  [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 at the telephone number listed below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: Ms. Tina Geers, Cincinnati Revdex.com

May 23, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint ID: [redacted]Macy’s Account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint which was forwarded to Macy’s Executive Office by the Better Business...

Bureau. 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 apologies for the delay in responding to your concerns. I had hoped to speak with you personally regarding this matter, however, my attempts to reach you were unsuccessful.  I was able to leave you a message on April 22, 2016, and I look forward to the opportunity to speak with you regarding this matter. Our records indicate that we have been sending billing statement notifications to you via email at [redacted].   We sent statement notifications and they were opened as shown in the chart below:  Date Email Notification Sent: Date Email Notification Opened:11/10/2015 Not Opened12/11/2015 Not Opened1/12/2016 Not Opened2/9/2016 Not Opened3/11/2016 3/11/16, 3/14/2016, 3/16/164/11/2016 4/11/16, 4/14/16 Although the fees were charged to your account in accordance with our Credit Card Agreement, as a gesture of goodwill for the service you described, I have removed the remaining late fees and interest charges for you.  A Credit Balance Refund check for $87.41 will be sent to you under separate cover.[redacted], we appreciate your loyalty to Macy’s and I am sorry this matter has caused you to close your account.  You are always welcome to apply for another Macy’s account inside one of our stores, or online at macys.com.  If I may be of assistance to you in the future, please contact me at the number listed below.  Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

[redacted] is asking for written confirmation that his account is closed, and our initial response clearly confirms that his account has been closed.  We will not be responding formally to his rebuttal. Thank you,Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of the inquiry, filed on your behalf, by [redacted] of the
Cincinnati 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, I would like to extend my sincerest apology for the
inconvenience and frustration you experienced. 
Upon review, our records indicate our Corporate Office has been unable
to reach you after many attempts to discuss your concerns.  As such, we ask that you please reach out to
Katherine D. directly at ###-###-#### for resolution.
Thank
you for bringing this matter to our attention and giving me the opportunity to
respond.  Please contact the telephone
number listed above for further assistance.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

[redacted]   [redacted]           February 15, 2017     [redacted]   Re: Macy's [redacted] Account Ending in [redacted]        Better Business Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your additional comments forwarded to us by the Revdex.com.  As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.   I apologize that you continue to have questions regarding our request for a completed Statement of Fraud.  In order for our Fraud Department to open a fraud investigation and review your claim regarding a fraudulent purchase, a completed Statement of Fraud is required as well as a copy of a photo ID with a signature.   [redacted], thank you again 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]   cc: [redacted]       The Revdex.com          [redacted]                                                      [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.                                                                  This is an attempt to collect a debt and any information obtained will be used for that purpose.

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.  You had settled a Macy's payment dispute that I filed in late September, I was settled in early November I believe. The complaint had been closed (ID[redacted])When it was settled I had a credit balance of $4.77. Yes, the statement due on November 21st shows - $ 4.77.  The statement from them that is due on Dec. 21st show an acct. summary of:-  $4.77; + $6.41 purchase; - $1.65 payment; - $25.00 "Other Credits"; + $38.00 "Fees Charged". Balance due $12.99.I did mess up, I was thinking I owed them $1.65, instead of $1.66. I will drive 30 minutes tomorrow to pay that penny, but it still does not matter, it is not past due! Things are still very wrong. I just want it settled and to close the account. Would you please help me again?Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that her assessment is not completely correct so this does not resolve my complaint.  Per Order #[redacted], I did not receive the entire refund of $286.96, for the reshipment/replacement was returned on 12/4/17 at 3:54 p.m. via [redacted] tracking #[redacted].  Therefore, Macys needs to refund   my Macy's account for the return of the [redacted] ($189.98) and [redacted] Hoodie ($52.99) hence totaling $242.97 plus taxes.As far as a credit to my [redacted] account occurring on or between 12/4 - 12/6, that information is not correct (see attachment of [redacted]) account summary.I want this matter quickly resolved while it is unfortunate, that I left five messages on that lady's voicemail and received no further courtesy call back since her initial contact with me about this deceptive billing and ineffective business practices. Please do not close out this complaint until this matter has been ethically and correctly resolved.  
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] Hello,Thank you very much has been the attention of the complaints to me! Macy's is mentioned in the email to the 7-10 days will be returned in the prices of the goods to my account, but not a refund from the macy's own, but let [redacted] refund! I worry about is Macy's pushing this problem accountability to [redacted]! So very worried, I in December 25, will receive an email with the macy's is a refund ,but has been no progress, account did not receive a refund, if solved the problem, I will give you mail back! Macy's solution for this problem is really disappointing!It's drag too long has not yet been solved too disappointing!Also hope to advance the Revdex.com! Thank you very much!

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 credit card send massage that they will return $6 and close account but I didn’t receive any response after that.I am still waiting for there further response. [redacted].

September
1, 2015
[redacted]
Re:  Revdex.com ID #[redacted]
       Macy’s
store account ending in [redacted], Macy's [redacted] account ending in [redacted]
Dear
[redacted]: 
I am in receipt of your most recent inquiry 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.  I left
a voice message for you on August 26, 2015, and hope to hear from you
soon. 
As we previously mentioned in our response letters
dated August 7, 2015, and August 25, 2015, the credit adjustments were made on
[redacted]’ accounts on August 7, 2015.  You will see the $50.75 adjustment on his
August 26, 2015, billing statement for the Macy’s store account, and the $42.90
adjustment on the September 1, 2015, billing statement for his Macy’s [redacted] account. Kindly allow seven (7)
to ten (10) business days from the billing date for the statements to be
delivered. 
I was pleased to learn that you received the new
Macy’s [redacted] card ending in 6946. 
As [redacted] is the only cardholder on his Classic Account, only one
card was sent.  The Macy’s [redacted] credit card can be used for purchases inside and outside of
Macy’s.  When the credit card is used at
a register inside one of our Macy’s stores or at macys.com, the charges will be
applied to the store account ending in [redacted]. 
This account number is listed on the monthly Macy’s billing
statement.  When the credit card is used
at a register outside one of our stores, the charge will be applied to the Macy’s
[redacted] account ending in [redacted]. 
This account number is listed on the Macy’s [redacted] billing
statement and is also printed on the credit card.  Separate statements are issued for each
account and are sent approximately one (1) week apart.
[redacted], I hope I have been able to clarify any
issues you felt remained unresolved. Should you have any further questions, please
call me directly at the phone number listed below.
Sincerely,
Ms.
Randi P.
Macy’s
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com  
[redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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.  This is with regards to my Revdex.com complaint. I do not want to accept the business response at this point, as I was informed by Macy's that they will be processing my return back to my original form of payment, and could take 7 business days. I've been told this before when calling customer service and the refund never appears on my credit card. I have not received the refund at this point (but it hasn't yet been 7 business days) and have not received any email confirmation that I am in fact going to receive this refund. So at this point I do not want to accept. Can I leave it open until I receive the credit, or do I need to reject the response? Thank you, [redacted] Also, as a side note about this complaint - there is nothing during Macy's return process that states that because you have a different last name for shipping/billing (I ship to my maiden name, as that is what is associated with my [redacted] accounts), the return is processed as a merchandise credit. All of my confirmations state that my payment will be refunded to my original form of payment. I have returned many items to Macy's/Bloomingdales and this doesn't happen all the time. Only sporadically without any pattern. When they issue a merchandise credit the gift card is automatically mailed to the address where you had your order shipped. Sometimes I have things sent to my work, neighbor's house, etc, but don't want my refund being sent there. This also increases the risk of fraud/theft of my refund.    
Regards,
[redacted]

April 20, 2016 [redacted] [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, where as a liaison, I was asked to respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation may have caused.  While I would have liked to speak with you personally about your complaint, my attempts to reach you were unsuccessful.  My research confirmed that your payment of $497.61 was located and applied to your account on February 9, 2016, and the interest charge of $8.63 and late fee of $27.00 were also removed.  These adjustments left your account with a credit of $14.97, which was refunded to you in the form of a check on April 12, 2016.  Your account has a zero balance, and calls from our collections department have ceased.  Moreover, your account was closed at your request on December 4, 2015.  This letter will also confirm that this situation had no negative effect on your credit report.  Thank you again for contacting Macy’s.  If I may be of assistance on another matter, feel free to contact me at the number shown below.  Sincerely, Michael J.Executive Liaison###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

I have spoken with Theresa S.from the Executive Offices of Macy's and she has been very helpful.  I was supposed to receive a $119.94 credit but the I have only received $95.96. Once I receive the full credit, I will be happy to consider this case closed.  Thank you.

January 30, 2018   [redacted]   Re:   Revdex.com, Complaint ID [redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of the...

complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB), the issuer of your Macy’s Card.   In reviewing our records, I found that you opened your Macy’s account on June 30, 2017.  On your application you provided your address on Iowa Avenue, which is where we mailed your Macy’s card and your monthly billing statements through the United States Postal Service.  I found no record of returned mail, which suggests your statements were delivered successfully.  Your billing statements are mailed at least twenty (25) days prior to your due date each month.  If you are not receiving your statements, please contact your local post office to report an issue with your local carrier.  Also, you may wish to enroll in an automatic payment plan for your Macy’s account. Please visit macys.com/credit to establish a macys.com profile.  Once your card is registered you may complete this enrollment and also set up payment reminders and alerts for your Macy’s account such as electronic statement notifications.  This may be another option for you to receive your billing statements.   I regret you are displeased with the late fee you were charged and the Annual Percentage Rate (APR) for your Macy’s card.  Per the DSNB Agreement, we may charge a late fee for each billing cycle in which we *ave not received the minimum payment due by the payment due date. The fee will be up to $27.00 for the first instance; or $38.00 for any additional past due payment during the next six billing cycles after a missed payment. *owever, the fee will not exceed the amount permitted by law.   Currently, the Annual Percentage Rate for regular purchases on your account is 21.99% plus the Prime Rate as published in [redacted] two business days before your statement closing date.  Effective on December 14, 2017, the Prime Rate listed in The Wall Street Journal *as been 4.50%, which means your APR is 26.49%.  If the Prime Rate increases, it will cause the APR to increase. If the Prime Rate decreases, it will cause the APR to decrease.  You can avoid interest charges by paying the “New Balance” in full by your payment due date each month.   Our records show that we did not receive the minimum payment required by your due date of August 1, 2017, September 1, 2017, and January 1, 2018.  We understand late payments occur and strive to be flexible with our customers in these instances.  We previously refunded the late fees charged for the missed payments in August and September which is why we were unable to remove the late fee charged for your missed payment in January.  Please understand that we are unable to refund any late fees going forward.       [redacted], be assured that the Bank does not engage in unethical or illegal practices. We comply with all applicable federal and local regulations with regard to our credit servicing policies.  By using this account you agreed to the terms of the DSNB Credit Card agreement, which includes a promise to pay for all purchases.  Your Macy’s account *as a balance of $159.18, with a payment of $101.53 (including a past due amount of $58.67) due by February 1, 2018.  I encourage you to contact our Collections Department at ###-###-#### to make payment arrangements and avoid further delinquency and fees.   Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted].  I have spoken with [redacted] and have resolved all of matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you. Sincerely, Yvonne  F.Liaison,...

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