Macy's

[redacted]   [redacted]     December 13, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your additional correspondence which was forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns. It is regrettable to learn that you feel our previous response did not adequately answer your concerns and that some misunderstanding may remain.  We are sorry for the continued frustration this has caused you, but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.   As previously explained to you in our correspondence dated December 1, 2016, which I have enclosed for your records, we confirmed that the balance of your Merchandise Only Certificate (MOC) ending in [redacted] was transferred to a new MOC ending in [redacted] on November 1, 2016. Further research confirmed that the new MOC ending in [redacted] was fully redeemed during your purchase on November 10, 2016.  Therefore, we are unable to send you replacement certificate, or apply a credit to your account for any amount. I understand you are requesting some type of compensation; however, Macy's has addressed this matter and we do not provide compensation due to a misunderstanding.   [redacted], we realize that you have a choice of where to shop and we are sorry if this issue has jeopardized our business relationship.  If I may be of assistance in another matter, do not hesitate to call me at the telephone number listed below.   Sincerely,     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   cc:  [redacted], Revdex.com        [redacted] Manager

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'm still waiting for them to make an adjustment on the account.  The issue has not been resolved.
Regards,
[redacted]

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]

December 27, 2017[redacted]Revdex.com Cincinnati1E 4th StSuite 600Cincinnati, OH 45202Dear [redacted]: We are in receipt of Revdex.com Complaint ID # [redacted]. I sincerely apologize to [redacted] for the inconvenience. I have requested a full refund for both orders. Please allow 5 to 7 business days for the credits to process back to the original form of payment. We now consider the issue resolved. Thank you. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

April 22, 2016[redacted]Re: Revdex.com ID #[redacted] Macy's account ending in [redacted]Dear [redacted]  I am in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this...

office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  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 voice messages on April 12 and 13, 2016.Please accept my sincere apology for any frustration that you may have experienced while trying to add your wife as a joint card holder to your account.  I was disappointed to hear there was an incorrect address on your account; however, I was glad to see we were able to correct that information.  In reviewing your account application, I found that you opened this account on July 30, 2015, as an individual account in your name only.My research shows you contacted us by phone on November 11, 2015, and a form was sent to the address noted above on November 13, 2015 (copy enclosed).  We reviewed the information on December 16, 2015, and noted we did not receive a copy of both parties’ government issued Photo I.D.  We attempted to contact you on December 17, 2015, at ###-###-#### and left a message on your voicemail.  You contacted us again on January 7, 2016, and the phone associate advised you that we did not receive the Photo I.D. for both parties.  [redacted] contacted us by phone on January 8, 2016, and spoke to a Supervisor who then contacted you at work to review the information needed and you were given an email, fax, and mailing address to expedite adding the joint cardholder.  As of the date of this letter we have not received copies of the requested Photo I.D. for both parties.  [redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  I welcome the opportunity to assist you, but ask that you provide the requested information.  My Fax number is ###-###-#### or you may send an email to my attention at [email protected],Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted], Revdex.com

Revdex.com: Ebony has assisted me in resolving my issues and concerns for the credit for my account as well as my sisters account. Only because of Ebony from Macys was my issue resolved her help and concern has helped me in finding resolution. 
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]

[redacted]   [redacted]     October 18, 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. Please accept my sincerest apology for any frustration or inconvenience that this matter may have caused you. Please be assured that Macy's stands behind its merchandise and we are sorry that your perception of the information on the back of the packaging was that the merchandise was expired.  We can assure you that it was not expired, and we regret if you misunderstanding led you to feel otherwise.   Upon researching your inquiry, I confirmed with [redacted], that the dates you referenced on the packaging of the capsule are not expiration dates, they are production dates, and “best if used by dates”. The packaging states a date that refers, to “Best if used by”, however the capsules do not expire.  [redacted] guarantees that your coffee will remain fresh up to 13 months after the best if used by date.  They are hermetically sealed meaning that no air, moisture, or sunlight can penetrate them unless they are punctured.  They do not expire, however the quality lessens the longer the capsules are not used. They are safe to consume after the Best Before date. To confirm the information above, please contact [redacted] Customer Service at ###-###-####, Monday through Friday from 9AM to 5PM Eastern Standard Time.  If you are unhappy with your purchase selection, you can take the original packaging along with the proof of purchase back to your nearest Macy's store and request a refund.  Also, on your purchase receipt the [redacted] maker is the first item that appears on the receipt with the UPC number [redacted].   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Unfortunately, as Macy’s does not compensate for misunderstandings, I must respectfully decline your request.  I hope you can understand our position in this matter although it may differ from your own.  We realize that you have a choice of where to shop and it is regrettable if this misunderstanding has jeopardized our relationship.  I hope you will allow Macy’s to exceed your expectations in the future.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Ebony M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

January 24, 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).   I regret learning of the difficulty you have experienced with your Macy’s account.  As mentioned in your complaint, I found you were charged twice for the same items and one of the transactions should have been voided to ensure you were given the right discount for your products.  I am sorry this was not previously resolved, however, we have credited your account $115.02 for the duplicate charge.   In reviewing your recent payment activity, I found that your auto payment processed successfully on January 5, 2018, for your entire statement balance of $92.88. On December 26, 2017, you scheduled a second payment of $92.88 on the credit servicing site accessed through macys.com.  If you are enrolled in autopay and you also schedule a payment manually, the auto pay will resume unless the account is at a zero balance. This may result in two payments withdrawing on the same date, which is what occurred here.  Because of your purchase of $10.44 on December 9, 2017, we were unable to refund the entire duplicate payment of $92.88, but a wire transfer in the amount of $82.44 was completed on January 15, 2018.   Currently, your account has a credit balance of $115.02, for the refund of the duplicate charge in September 2017.  We are only able to complete one wire transfer per account every 30 days, so unfortunately, we are unable to transfer this credit balance to your bank account until February 15, 2018.  You are welcome to shop against this credit balance, request a physical check refund, or we can initiate the refund of this credit balance electronically after February 15, 2018.  For further assistance, you may request a credit balance refund online through the credit servicing portal, you may call customer service using the phone number on the back of your card, or you may contact me directly at the telephone number listed below.   I appreciate you bringing this to our attention and allowing me the opportunity to respond to your concerns.  Rest assured your experience is not typical of what we strive to provide and I will be following up with the managers of the associates you spoke with to ensure they are coached on how to resolve similar inquiries such as this in the future.  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       Macy’s Customer Service Management

February 11, 2016Dear [redacted]:  We spoke to [redacted] on 1-26-16 in regards to complaint ID # [redacted]. We advised the refund is in process and can take up to 10 days to post to her Visa ending 1616. We contacted [redacted] on 2-2-16 to advise the credit in the amount of $876.75 had...

posted to the account. Macy's finds this complaint resolved.  Sincerely,Macy's Executive Office###-###-####

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]

Macy's has reported negative information on my credit report for the majority of 2017. They were aware that the information was false because I alerted them to identity theft in December 2016. Instead of being transparent and working with me to find who used my card, they continued to bill me for charges that I did not authorize. Even though they agreed with me that I was not liable for the charges, they imposed late charges and reported nonpayment to the three credit bureaus. This has had a negative effect on my credit, which has been very good for several years. When Macy's refused to correct their errors, I contacted the Revdex.com. Macy's continued to play games by telling me they will contact the credit bureaus and have the errors corrected. It took until June 2017 for Macy's to finally finish their investigation even though I brought the matter to their attention in December 2016. My credit report is still incorrect with two bureaus, [redacted] and [redacted], and today is October 14, 2017. You see in the communication Macy's had with the Revdex.com their position is the matter has been resolved and the issue is closed. My credit report has yet to be corrected and Macy's considers the matter resolved. If Macy's really wanted to apologize they could have at least offered a $1000 gift card for the inconvenience that they caused! Instead I intend to tell all my friends of the bad customer service I received at Macy's. I am a professional who bought all my suits from Macy's. I stopped buying suits at Macy's when this incident occurred but intended to resume once the matter was resolved. Since Macy's has shown such disrespect for me as a customer, they will no longer benefit from my business.

[redacted]   [redacted]
October 13, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s account ending...

in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
Please accept my sincere apology for any frustration you may have had in
trying to resolve this issue.
I was
very sorry to learn of the unexpected death in your family, which resulted in
your account going past due.  Macy's
strives to assist our customers by offering hardship plans in certain
situations that could lower your interest rate and set up reduced monthly
payments when an account is closed to further purchases.  I encourage you to contact our Collections
Department at ###-###-#### to discuss possible options available to you.
As
stated in our Department Stores National Bank Credit Card Agreement (enclosed),
a late fee is applied if the Minimum Payment Due is not received by the
''Payment Due Date'' shown on your statement. 
Your payment due date on your account is the 22nd of each month.  Once an account is past due, the minimum
payment includes the previous months’ past-due amounts (scheduled payments plus
late fees, if applicable) and the current month’s regularly scheduled payment
amount.  Your billing statement for the
period ending on April 22, 2015, had a $52.00 minimum payment due by May 22,
2015, and your billing statement for the period ending on May 22, 2015, had a
$131.00 minimum payment due by June 22, 2015. 
Because the minimum payments were not received by the due dates, you
were assessed a $25.00 late fee each month. 
As a customer accommodation, a $25.00 charge was removed on June 1, 2015,
when you made a $52.00 payment with our phone representative.  This adjustment is shown on your June 22, 2015,
billing statement.  I am enclosing copies
of your statements from April 22 through June 22, 2015, for your review.
[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,
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:     [redacted], Revdex.com  
The Macy's card is
issued by Department Stores National Bank.
This is an attempt to
collect a debt and any information obtained will be used for that purpose.

Tina,  We are in receipt of Complaint ID #[redacted] regarding the consumer's furniture return.  We have issued full refund for the returned furniture in the form of 2 checks. One will be delivered via [redacted] on 12/2/2016, the other will be delivered no later than 12/5/2016 via [redacted]. In lieu of any additional cash compensation that the customer is requesting we have issued a Merchandise Only Certificate in the amount of $150.00 that can be used for any in store purchase. The certificate is being sent via USPS and should arrive in 7 – 10 business days. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Thanks,Macy's Executive Office

Hi [redacted], I am in receipt of the Complaint#[redacted], forwarded to us by the Revdex.com.   I have reviewed [redacted] complaint again and I am listing the actions that took place to accommodate [redacted] concerns.   I have spoken to [redacted]...

and I have set up an inspection appointment for 7/13/2017 to inspect her chairs.  I advised the customer that once the inspection results come in I will call her with the update.  If chairs are unable to fix I have offered to have the customer reselect new chairs.  [redacted] has agreed.  I wanted to update you so that you can extend some time on this to wait for the inspection results.Thank you [redacted],    Sandy M.Omnichannel Presidential Liason  Correspondent | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-####  Fax:  ###-###-####

Jake Sweeney Chevrolet obtained the best possible financing for Mr.  [redacted] and Ms. [redacted].  We do not dictate the terms of the loan.  The loan terms are set by the lender and are based on the applicant and co-applicants credit history.  All terms of the deal were properly...

disclosed at the time of delivery.  We request that this complaint be closed.  Please feel free to call me if you have any questions.
Thanks,
[redacted]
Sales Manager
[redacted]

June 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
        Macy's account ending in [redacted]
 
Dear
[redacted]: ...


 
I am
in receipt of your complaint filed with the Revdex.com and
forwarded to Macy’s Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank. 
 
After
reading your complaint, I can certainly understand your inconvenience given the
events that occurred with the return of your [redacted] watch.  We expect all customers to be treated with
the highest level of courtesy and professionalism possible and are disappointed
when that does not happen.  However, Macy’s
has a very liberal return policy.  With a
receipt, we will accept for exchange or return merchandise that does not
completely satisfy you.  Some exceptions
and restrictions on selected merchandise do apply and are posted in these
specific departments.  Macy’s uses a
return verification system and all returns or exchanges are subject to
validation and approval.  In review of
your above referenced Macy’s account, it was a pleasure to learn that a return
of $253.76 was credited on June 3, 2015, for the fine watch you pre-sale purchased
on November 22, 2014. 
 
My
research found that the billing statement for the period ending February 22,
2015, had a $130.19 balance with a $25.00 minimum payment due by March 22, 2015.  When no payment was received by this date,
you were charged a late fee and interest in accordance with the terms of the
enclosed Department Stores National Bank Credit Card Agreement.  When no further payments were received, your
account continued to accrue late fees and interest and was reported as thirty
(30) days past due to the credit reporting agencies.  Your payment of $110.00 was received on April
27, 2015.  As a courtesy to you, late fee
adjustments, in the amount of $18.00 on May 27, 2015, and $17.00 on June 3,
2015, were credited to your account.  As
an additional gesture of goodwill, I have removed $85.00 in accumulated late
fees from your account, which resulted in a credit of $2.61, which can be used
toward a future purchase using your Macy’s account.  I have enclosed a copy of your statements for
the billing periods ending February 22, 2015, through May 22, 2015, as
reference.  
 
With
respect to your claim of non-receipt of billing statements, our records show
that monthly billing statements were mailed to you at the address you provided
as your billing address.  We have no
record that your statements were returned to us as undeliverable by the post
office, which suggests you received them. 
It is our policy not to remove a delinquency from a customer’s credit
report, unless a billing or bank error has occurred.  As a credit provider, we are obligated to
report the account accurately to the credit reporting agencies, whether it is
favorable or unfavorable to the consumer. 
Because the information we are reporting is correct, we are unable to
accommodate your request to remove the delinquency from your credit report for April
2015.  However, on June 12, 2015, we
instructed the credit reporting agencies to update their records and report
your account as “customer disputes reporting”. 
 
[redacted], while I understand this is not the
resolution you were seeking, we are required to maintain and adhere to specific
policies and procedures so that all of our customers nationwide receive fair
and consistent treatment.  If you have
any further questions, please do not hesitate to contact me directly at the
telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures (TO BE MAILED SEPARATELY TO YOUR ADDRESS ABOVE)
 
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.  As an FYI to Macy's they should not only provide feedback to the store location where the exchange was processed as a return, but also to their customer support personnel who I explained what happened to both by secure messaging and phone and in each case their response was unsatisfactory.
Regards,
[redacted]

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]

June 21, 2016[redacted]
[redacted]
[redacted]Re: Macy's Account Ending in [redacted]       Complaint ID: [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.I am aware that you have further concerns related to the purchase for $76.97 which was charged to your above-referenced Macy's account on June 7, 2015.  As noted in my previous correspondence, dated June 8, 2016, we did not receive the minimum payments by the payment due dates for the months of July, August, September and October 2015.  After several unsuccessful attempts to reach you by telephone, we were able to speak with you in October about the status of your account.  Although you indicated that you disputed the charge, we have procedures in place for fraud disputes and completion of a Statement of Fraud is required.  The first Statement of Fraud that you submitted was signed but was not completed.  Another Statement of Fraud was sent to you in early January 2016, and our Fraud Department denied your fraud claim on February 11, 2016, and a letter was sent to you at the address shown above.  You were also advised of our decision by telephone on February 24, 2016, and you stated that you would pay for the purchase if the late fees and interest charges were removed.  The account had already charged off on January 25, 2016, with a balance of $342.30.  My previous correspondence detailed the reasons for the denial of your fraud claim.Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  However, on May 6, 2016, we instructed the credit reporting agencies to update their records and report your account as ?customer disputes reporting?.  Your account has been assigned to [redacted], an external collection agency.  Please contact [redacted] at ###-###-#### to make payment arrangements or a settlement.[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,Nancy M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com

September 28, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted]   Dear [redacted]:   We are in receipt of your additional correspondence dated September 26, 2016 that was filed with the Revdex.com.  I am sorry that our previous response did not adequately address your concerns.  I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.  I intended to discuss this matter with you personally; however, my attempts to reach you on September 27, 2016, were unsuccessful.  I have listed my telephone contact information below and would welcome the opportunity to speak with you.    As stated in my letter dated, September 20, 2016, we received return mail with an address change notification from the U.S. Post Office.  Per the notification, we changed your mailing address to [redacted].   As of June 12, 2016, we have updated your address per the return mail label from the Post Office.  Even though we do process address changes to our accounts according to the return label; unfortunately, we do not have control over the Post Office.  You may wish to visit your local post office and discuss your concerns if you did not request the address change.   [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,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com