Macy's

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted] I have contacted the customer and addressed all issues that she had experienced. The customer's order was cancelled on 7/9/2017 as were many orders, however they were to either be reshipped or refunded she did not receive either. I...

processed an accommodation order for the original order that was cancelled and sent out a $50.00 gift card for the inconveniences and lack of follow through from agents. 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: ###-###-####

August 3, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]   Dear [redacted]:   We are in receipt of...

your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my apology for any concern or inconvenience this matter may have caused.    My review confirmed that the fraudulent charges were correctly removed from your account. Unfortunately, the suspension of fees was not completed during that process; therefore, interest charges and late fees continued to be assessed, and a total of $274.06 in fees and interest charges were applied to your account because of this situation. Also, there was a remaining unpaid balance for your legitimate purchases in the amount of $48.63.   In order to resolve this matter, we have directed the credit reporting agencies to delete this Macy’s account from your credit report. Please allow the credit reporting agencies thirty (30) days to make the necessary changes to their records. In the meantime, this letter will confirm our actions. Please be aware that we do not compensate customers for situations of this nature.   Thank you for bringing this matter to our attention and allowing me the opportunity to respond. If you need assistance on another matter in the future, feel free to contact me at the phone number listed below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

September 21, 2017[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.I apologize that you are unhappy with your Monthly Beauty Box. Unfortunately, there are exclusions to the one time use promotion code for $5 off your next beauty purchase. For this reason I am unable to refund you for the beauty boxes that you have received unless; you did not receive, it is damaged/defective or lastly, have had an allergic reaction to the product. This is listed on our Beauty Box FAQ's Page. I have offered $10 off your next beauty purchase to honor the excluded coupons received as an accommodation.If you wish to cancel your Beauty Box subscription, you can cancel your subscription at any time. Just follow the directions on your  Manage Subscription  page. Cancellations must be made by the 10th of each month to affect the next month's box. For example: if you want to cancel your August box, you must do so by July 10th. Any cancellations made after the 10th will go into effect for the subsequent month. Example: if you cancel your box on July 17th, you will still receive your August box and your September box will be cancelled.Should you have any further questions on another matter please feel free to contact our office. Thank you. Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

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.  The Macy's representative did not believe me when I stated that Macy's banking representative contacted me regarding the fraudulent charge. He insisted that the bank and Macy's would NEVER have emailed me.  It turns out that the bank DID email me.  He did not understand why he,  supervisor, or the variety of customer service representatives did not know how to help me, did not understand the apparently new ability of direct contact with customers etc.  The inability for multiple representatives, LONG wait times on the phone, poorly articulated representatives and a very frustrating few weeks is not acceptable, especially from a large corporation.  The excuse of "they must have changed their protocol, and none of us knew" is unprofessional and ridiculous.  When a customer calls a large bank/department store with a seemingly simple request, it should not take weeks, multiple phone calls and hours of her time to resolve the issue.  That wouldn't be acceptable in my job and it shouldn't be acceptable for Macy's.
Regards,
[redacted]

October 26, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s [redacted] account ending in [redacted] (open)        Macy’s store account ending...

in [redacted] (open) & [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 account, I confirmed that you made a payment in store on July 19, 2016, in the amount of $58.94.  This payment was intended for account ending in [redacted], but was misapplied to the closed account ending in [redacted].  Due to this error, your account incurred late fees and interest, which caused the account to become delinquent and sent to Collections.  I sincerely apologize for this mistake, but am happy to report we have applied the funds to the correct account and removed $54.00 in late fees and $4.00 in interest charges.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and TransUnion update their records and delete any history of delinquency for the time period of July 2016 through October 2016 on your account ending in [redacted] from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   As of the date of this letter, your Macy’s [redacted] account ending in [redacted] is current with a zero ($0.00) balance, and your store account ending in [redacted] has a credit balance of $28.99, which is available to use toward a future purchase.  If you prefer a refund check be mailed to you, please call our Credit Customer Service Department at ###-###-#### and a representative will be happy to assist you.   According to the terms of the Department Stores National Bank Credit Card Agreement, you agree to notify us promptly in writing if you move.  Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records.  This also includes updating your e-mail address when it changes. As such, our billing statements are unable to be forwarded and we have no records of return mail on either account.   [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,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Macy's sent the dress even though they told me that they had cancelled the order.  Just took the second dress back to the store then called and notified their customer service line that the second dress had been returned.   
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]

HiI filed a complaint against Macys.com on 11/29/2016.  The complaint number is: ID[redacted].  Shortly after, I was contacted by a representative from Macy's who promptly resolved the issue that caused the complaint.  They were extremely gracious and professional and the resolution...

went above and beyond what I had requested.I would like to withdraw my complaint as this issue is now fully resolved.  Additionally, if possible, I would like to provide a positive review of my experience with the representative from their executive office.Thank you,[redacted]

Dear [redacted], Please see the following response: [redacted], [redacted]Dear [redacted]: I am in receipt of your complaint ID #[redacted] forwarded to us by the Revdex.com. As a representative of Bloomingdale's Executive Office, I...

have been asked to review and respond to your concerns.Please accept our sincerest apology if you felt you were treated unfairly regarding your order number[redacted] I have reviewed this order and the merchandise purchased did not qualify for any discounts nor did it qualify for the reward card based on a minimum spend amount. Despite this your order was discounted and, due to this, we will not be offering any further accommodations.I have reviewed multiple orders that you have placed with our company and this is a clear pattern. In the last year you have filed the following complaints with the Revdex.com: Complaint ID #[redacted], [redacted], [redacted], and [redacted]. All of these complaints are regarding the same issue, wanting to apply further discounts to an order that does not qualify.Due to this repeated history we will no longer be honoring any discounts that do not qualify. We strongly feel that you are not only abusing discounts at Bloomingdale's but that you are abusing the Revdex.com's complaint process as well. We will not respond to any further complaints requesting post-order discounts nor will we contact you in the future. Additionally, we will actively pursue internal remedies to ensure that we are protected from such attempts and conduct.Finally, we believe that a continued shopping relationship is counterproductive and we strongly urge you to consider patronizing other retailers. We will investigate ensuring that happens on our end as well. Thank you. Sincerely, Yvonne F. | Omnichannel Presidential ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### Ext [redacted] |  Fax: ###-###-#### | Email: [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 the delay in receipt of...

your return credit. Our
records indicate that the credit for $1,987.72 has posted to your Macy's
account. As well, due to the inconvenience you have experienced, I have
processed a 10% discount on your new order. A credit in the amount of $220.37
will be posted to your Macy's account within the next 3 - 5 business days.
Your
business is important to us, and we hope you will allow us the opportunity to
exceed your expectations in the future. 
Please do not hesitate to contact me at the telephone number listed
below for assistance.
Sincerely,
Jennifer C.
Macy's Executive Office

Problem: I filled an fraud case on 12/18/2015 for charges that had appeared on my credit file from 8/2015 to 12/2015 and they was to investigate these charges I never heard anything so I called they said they would start the investigation I still never heard any updates at this same time I had requested another card and never got that also I have called and on Nov. 6, 2016 I sent another letter with the items listed that I have filled an fraud complaint still nothing then I filled an cfbp complaint a Tyeisha Bradley contacted me and said she would have the Fraud Claim Escalated that was on 01/02/2017 the claim was Denied when I asked why they said I filled to late, I told Macys I filled on time you didn't do your job as to Investigated the claim. They Never open the claim and they told me that and they had just decide to open the claim about a week ago and Im being made to still pay on Fraudulent Charges and get late fees Macys has tried to put this as my fault when its not its they fault they never investigated the charges and they can do the investigation or we will go to court I will not pay for fraudulent charges they need to show me video tapes camera feed pictures something or remove these charges from my account and refund all money I have paid on these Fraudulent Charges. Send me copies of the claim when done so I can see who what where to see and know who did this.Desired Outcome: Show the proof of the investigation to prove if charges are or are not fraudulent with film, cameras, pictures something Remove all these charges from 08/2015 to 10/20,2016 and refund all money I have paid over for these Fraudulent Charges on my account. Remove all late fees as of 08/2015 to 1/23/2017 that has occurred on my account due to the fact the Fraudulent Claim has never been open or investigated ever and it needs to be or remove all those charges and fees from my account and refund all over payment of money I have paid on these fraudulent charges I have been made to pay or my credit will go bad.

After having to involve my attorney, Macy's finally transferred my refund to my account.  Therefore,I now consider this case closed.Thank you for all you do!

[redacted]   [redacted]
December 22, 2015
[redacted]
[redacted]
[redacted]
Re:       Better Business Complaint ID #[redacted]
Macy's
account number ending [redacted]
Dear
[redacted]...

[redacted]: 
I am
in receipt of your letter addressed to the Revdex.com, which was
forwarded to Macy's Executive Office.  As
a representative of this office, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank. 
I
understand your desire to improve your credit report by requesting that we
modify the payment history associated with the above referenced Macy's
account.  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 customer.  Paperless statements were originally
requested for the above referenced account on April 30, 2014; the associated
email address was [redacted].  The
account was not changed to paper statements until November 15. 2015.  Statements for January and February 2015 were
opened.  We did not receive any returned e-mails
while in paperless mode, so we must assume the statements were delivered
accordingly.  After reviewing your
account, it appears that the delinquencies from May 2015 to December 2015 are
reporting correctly.
Regretfully,
we are unable to accommodate your request to make changes to your current
credit bureau reporting.  Please contact
me at the number listed below if I can further be of further assistance.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension
73609
cc:        Tina
Geers, 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.

January 23, 2018  [redacted] re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:  On behalf of Macy's Executive Office please accept my sincere apology that the exchange option was not readily available for your...

order # [redacted]. At this time it does seem that a larger size would be available for the [redacted] Men's Full-Zip Como Hoodie. If you would wish to place an order for that or a similar selection, I would be pleased to adjust the pricing for you to the $59.99 that you paid after the order ships. You may contact me at the phone number noted below with your new order number or any further questions. Although I was unable to speak with you this morning, I did leave a voicemail. Thank you for bringing this matter to my awareness and allowing me to respond. Once again, my apology for any inconvenience in your shopping at macys.com. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] Cc: [redacted], Cincinnati Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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.   The company called me early Saturday morning and asked if that was a good time, I told them no and when they called back they left me a voicemail. I have not had the opportunity to return their call. I will do so either tomorrow or Thursday at the latest.
Regards,
[redacted]

[redacted]   [redacted]
 
August
5, 2015
 
[redacted]
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted]
 
Dear [redacted]: 
 
I
am in receipt of your additional comments filed with the Revdex.com
and forwarded to Macy’s Executive Office. 
As the liaison in this office that previously worked on your file, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank.  I am sorry that my previous
response did not adequately address your concerns. 
 
I assure
you our calls are meant as a courtesy, and it was never out intent to cause you
a** inconvenience.  For clarification, when
we call a customer’s telephone number, a message is not always left because we
hope to speak with our customer directly and we do not want to risk leaving
personal, credit related information in a voicemail message that a third party
may hear.  Additionally, the law permits
us to call a customer any day of the week between 8 a.m. Eastern and 9 p.m.
Eastern.  Also, after a customer answers
a call, there may be a slight delay between the call connection and the
transfer to our representative, which may result in the impression that there
is no one on the line when you answered our calls.  It was not our intention to cause you any frustration.
 
With respect to your billing statements and our
written correspondence, when we do not receive a payment for two consecutive
billing periods, we begin sending paper statements in addition to your
electronic statements, and report the account as thirty (30) days past due.  Our records indicate that your electronic
billing statements for April, May, and June 2015, were delivered and opened,
which suggests that you received and reviewed them.  Kindly note that the past due status of an
account is printed clearly on Page 1 of each billing statement that you
received. 
 
Finally,
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.  It is not our policy to remove
any delinquency unless it occurred as a result of our billing error.  The information we reported is correct as we
did not receive payment on the account for the billing periods ending May 26,
2015 and June 26, 2015.  However, on July
28, 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 receive fair and
consistent treatment.  If you have a**
further questions, please contact me at the telephone number listed below. 
 
Sincerely,
 
 
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
 
cc:  [redacted], Revdex.com  
The Macy's card is issued by Department Stores National Bank.
This is an attempt to
collect a debt and information obtained will be used for that purpose

June 19, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         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 you may have experienced while attempting to resolve this issue.   As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates so that all of our customers may have a positive and rewarding experience.  Be assured that we do not tolerate any kind of rude behavior or disconnecting telephone calls.  To clarify, the telephone calls you are receiving is from our Collections Department in an attempt to collect payment on your past due account.  In researching, I was unable to locate the telephone calls you referenced in your complaint in order to escalate further.  I can state with confidence that our policies promote respect for all of our customers and values their continued loyalty.  Although it is disheartening to hear that we did not meet your expectations, your feedback is valuable to us, as it directs our attention to areas in which we can improve our service quality.    Macy’s Employee Discount varies dependent on the item purchased.  As outlined in “Insite”, the discount is 20% and 10% or less on select merchandise.  [redacted] does not allow their merchandise to be significantly reduced by Retailers; therefore, the Macy’s Employee Discount for all [redacted] products is 2 percent.  I apologize if you were told differently by a Customer Service representative.   Respectfully, I must decline your request to credit your account an additional 18%.  As of the date of this letter, your account balance is $76.86 with a minimum payment of $76.86, due by July 8, 2017.  As a courtesy, I removed the $27.00 late fee charged on June 8, 2017.    [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

MacysP.O. Box 8220 Mason, OH 45040April 23. 2018[redacted]RE: Revdex.com case ID#[redacted]Macy's Account ending in [redacted] (lost/stolen) Macy's Account ending in [redacted]Dear [redacted]:I am in receipt of your complaint filed with the Revdex.com which was...

forwarded to Macy's Executive Office on April 9. 2018. 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 any inconvenience you may have experienced regarding the fraudulent charges on the above referenced Macy's account. I can understand your frustration with the events that occurred, and the time delay for clearing the charges. I realize this must be very upsetting for you and I am truly sorry.Upon receipt of your complaint. I reviewed your account. I learned that there was a new account opened in your name on May 19, 2017. On the same day, there were purchases made in the amount of $239.58. Since this was purchased on a new account there was a discount, resulting in a balance of $191.71. The following month, on June 17, 2017, there were purchases in the amount of $291.57, along with a late fee of $27.00 and interest of $9.48. bringing the balance to $519.76. Our Fraud department cleared the transaction of $239.58 from your account during the first investigation but did not deem the following purchase of $291.57 fraud as it was not listed on the statement of fraud that you provided.I contacted our Fraud department and requested that an investigation be completed. I'm pleased to report that they have deemed the purchase or $291.57 fraudulent. Our Fraud department mailed you a confirmation letter, which will arrive within fourteen (14) business days. In addition, we requested that the credit reporting agencies delete any history of the fraudulent balance. This letter will serve as confirmation of this request. Please allow the credit reporting agencies approximately thirty (30) days to make the necessary corrections to their filesThere are currently two accounts issued in your name. This consists of a Macy's [redacted] account ending in [redacted] and a Macy's Store account ending in [redacted]. Please know that each has two separate statements and cards. There is currently a zero ($00.00) balance on both of the accounts.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may of additional assistance, please do not hesitate to contact me at the number listed below.Sincerely.Briana D. Macy's Executive Office###-###-#### Extension [redacted]Cc: [redacted]. Revdex.com

December 18, 2015
[redacted]
[redacted]
[redacted]
RE:  RevDex.com complaint #[redacted]
        Macy’s American
Express account ending in [redacted]
On behalf of...

Department Stores National Bank:  
Contact Date with
Customer:  December 18, 2015
Complaint
Summary:   [redacted] submitted a
Revdex.com complaint regarding the late fee charged to his Macy’s
[redacted] account when his check was lost in the mail. 
Resolution:  I
called the customer and apologized for the level of service he received
regarding the late fee not being removed when he called. I advised him that part of the late fee
($13.00) was removed on December 13, 2015, and that I removed the additional
$14.00 of the late fee and the $2.00 interest charge.  These adjustments created a $16.00 credit
balance. I advised that we could leave it on his account or I could send a Credit
Balance Refund Check. He asked for a check
to be sent, which will be sent to him at his billing address.  He was satisfied with the resolution.
Nicole B.
Macy’s Executive Office
###-###-####
cc: [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.   
Regards,
[redacted]  Concerning complaint # [redacted] , I have been in contact with Sharon W. at Macy’s.  I asked her to email me and give a breakdown, so I can understand how they I am being billed for two mattresses instead of one. I also let Sharon know that I was having issues with my laptop and would she mail me a copy of the breakdown. I didn’t hear from her yet. I finally got my laptop back today. Thank You for your patience, I do not have $558.29 to give to Macy’s … Sent from [redacted] Email