Macy's

July 26, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]        Macy’s store account ending in [redacted] Dear [redacted]: I am in receipt of your additional correspondence received July 15, 2016, that was filed with the Revdex.com.  Because I am also a representative of Macy’s Executive Office, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank.  It is regrettable to learn that you feel [redacted] Stephen C.'s previous response did not resolve all of your concerns.  We are sorry for the continued frustration this has caused you. I understand that you are requesting compensation of your $863.87 account balance.  Respectfully, I must decline this accommodation request as this balance is the result of a purchase you made in June 2016 and is unrelated to the issues you experienced with your 2015 club account purchase.  Please understand that we are always happy to satisfy our customers in any way possible; however, in order for all our customers to receive fair and consistent treatment, we must adhere to specific policies and procedures in our credit practices. [redacted], we realize that you have a choice of where to shop, and we are sorry if this issue has jeopardized our relationship.  If I may be of assistance in another matter, do not hesitate to call me at the telephone number listed below.    Sincerely,  Monique M.Macy’s Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com

I filed a complaint regarding this matter previously on 1/16/2017 however am submitting this again as the customer service rep assigned to resolve this matter cannot seem to understand the issue. Complaint ID: [redacted]. I received a call from a Macy's customer service rep on 1/23/2017, however...

after multiple phone calls since then the matter still remains unresolved. At issue is an order which I returned and requested refund back to my purchasing credit card. My order status on the Macy's website correctly notes the items returned and the refund amounts owed to me. (Order # [redacted]: Amount Charged: -$52.91; -$173.12; -$226.04). However I have only received a credit back for -$173.12. I am still owed refunds of -$52.91 and -$226.04. In my last call with the customer service rep just now 1/26/2017, the rep explained that the audit team notes reflected that I already received all refunds for returned items in December 2016 and January 2017; which I had to explain to him was impossible given that Macy's did not receive my return until January 10, 2017. I asked if I needed to resubmit all this information over again in writing in order to be processed properly or if there was a supervisor that I could escalate this to for resolution. The rep stated that there was no one above him who could resolve the matter and that he would attempt to issue the refunds. When I confirmed okay, the line went silent and when I tried to ask how long it would take for Macy's to issue the refunds it was clear that the rep had hung up. I stayed on the line for about 15 more second to make sure that he did not put me on hold and the line eventually hung up on me. This was now the eighth contact and attempt that I have made to receive refund of items that I paid for, returned, and received confirmation of return receipt by Macy's. At this point it is becoming a consumer credit issue as Macy's seems to have little regard for retaining a customer's money despite having already confirmed receipt of items returned. I want a refund of the still remaining credits owed back to my original form of payment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]Dear [redacted],To Whom may be concerned, This is [redacted], I have complained with Macy's business with rebate check not sending to me. I called Macy's executive office [redacted] ext [redacted]. But no body answered and I left message. And I also call you at [redacted], but the systems could not get my response for representatives service. So I email to you. Please help me out! Thanks!This is [redacted]. I contacted with Macy's executive office Mrs Moore and She said that the Macy's rebate center is in charge the rebate and she can not do anything. So she asked me to call and contact the rebate center just before I complained to you, I got nothing from the rebate center customer service. So what can I do now?Sincerely,[redacted]

June 29, 2016[redacted] Re:  Revdex.com Complaint ID [redacted]       Macy’s [redacted] account ending in [redacted]Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com. As a...

representative of      Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  My review confirmed that your account was registered through macys.com to receive electronic billing statements.  I verified that billing and payment notifications were being sent to the email address we have on file of [email protected], and we have no documentation of our e-mails being returned as undeliverable.  Our records show that your billing statement for the period ending January 24, 2016, had a balance of $199.81, with a $27.00 minimum payment due by February 20, 2016.  When no payment was received by that date, your account was charged a $27.00 late fee and $4.01 interest charge, for a new balance of $230.82, with a $61.01 minimum payment due by March 24, 2016.  When no payment was received by that date, a $37.00 late fee and $5.02 interest charge were applied, leaving a balance due of $272.84.  Since two (2) consecutive monthly payments were missed, your account was reported as 30 days past due to the credit reporting agencies.  We received payment on March 28, 2016, in the amount of $272.84 and as a courtesy $33.00 in late fees were removed.  Enclosed are copies of your billing statements from January 2016 through May 2016 for your records.  This letter will confirm that your account is current and has a zero balance.Respectfully, I am unable to clear the derogatory information from your credit report.  It is not the Bank’s policy to remove any delinquency unless it occurred as a result of a billing error.  However, on June 16, 2016, we instructed the credit bureaus to code your account as “customer disputes reporting”.    While I understand that this is not the resolution you are seeking, we must maintain and adhere to specific policies and procedures.  If you have any further questions, please feel free to contact me at the telephone number listed below. Sincerely, Monique M. Macy’s Executive Office ###-###-#### Ext [redacted] Enclosures /mailed June 29, 2019 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] ID # [redacted]- Macy's My complaint regarding Macy's and lost merchandise has not been resolved yet. 10/8/17 Corporate did contact me & after several phone calls sent me a free item and told me to go into the store where I made the original purchase and they would have my lost items waiting for me at the counter to pick up. My husband went in my place to Macy's. He was told he needed my debit card because he would have to repurchase the items and then Macy's would refund that purchase to my card. So my husband explained he does not carry my debit card, & he was not told this. The clerk called for a manager at my husbands request. After 15 min. or more of waiting my husband asked the clerk where the manager was. The manager never came and the clerk sincerely apologized and stated she could not help us without a manager.She apologized for the manager not coming. The clerk then stated that corporate did not communicate well between them and us and again apologized for the confusion. My husband was very uncomfortable with this whole situation. He should not of had to go thru this.She apologized again because she could not help us. I then called corporate that night & asked what I needed to do to resolve this and explained what my husband went thru and asked why I was not told he needed my debit card. After 3 or 4 days corporate returned my call and stated that he was perfectly clear with the store & he was just going to issue me a full refund at this point. He apologized for not returning my call in a timely manner and explained he was busy with Macy's fall product line. He said he would send me a free gift with a full refund and this has not happened. The purchase was made in July. Now I feel very uncomfortable going to Macy's because they have made me feel as tho I am at fault here. My question is do I wait for corporate or do I go to the store? I thought my refund would happen automatically with my card on file but I have not seen this happen. Contact information for Corporate 513-573-2330 Steven Anderson Liaison, Omnichannel Executive Office | Macy's, Inc. 9111 DUKE BLVD | MASON, OH 45040 Office: 513-573-2330 http://macyspartners.com/PublishingImages/MakeLifeShineBrighter.pngDesired Outcome: the question is do I wait for Steven Anderson or do I go to the store? I thought my refund would happen automatically with my card on file but I have not seen this happen.

[redacted]   [redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
      Macy's
account ending in [redacted]
Dear
[redacted]...

[redacted]: 
I am
in receipt of your complaint forwarded to Macy's Executive Office by the RevDex.com.  As a representative of
this office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  I had
hoped to discuss this with you in person, but was unable to reach you by
phone.  I apologize for any inconvenience
you may have experienced. 
Macy's
goal is to have professional and knowledgeable associates available in all
departments, so that all of our customers' questions and needs are addressed
and resolved efficiently.  From the
experience you describe in your complaint, it appears we may have fallen short
of this goal.  Therefore, I would like to
thank you for the time you took to share this situation with us, as it directs
our attention to areas in which we can improve our service quality. 
Our
records indicate the payment did not post to the account because the account
number was not indicated on the payment submission.  From the information you provided via fax, on
November 10, 2015, our Payment Research Team located the payment and applied it
to your account as of September 30, 2015. 
We also removed a $27.00 late fee and a $14.71 interest charge related
to this issue from the account.  As of
the date of this letter, your account has a credit balance of $74.15.  Should you wish to have a Credit Balance
Refund check sent to you, please request either through online processing or
calling Credit Customer Service at ###-###-####.
[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 call me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

May 11, 2016[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s gift cardDear [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.  Please accept my personal apology for any frustration this matter may have caused you.In May 2015, it came to our attention that several thousand Macy’s gift card numbers had been compromised; therefore, security holds were placed to prevent fraud in the use of older Macy’s gift cards.  In order to remove the block, the gift card holder must establish ownership of the gift card.  My research shows you called and spoke to an agent on April 1, 2016 who authorized the release of the security hold.  As of the date of this letter, your gift card has a $50.00 balance and is available for use. [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,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted], We received the complaint for Keri Jacobs regarding ID [redacted] The customer stated they were not advised of the long delay in receiving their merchandise. We have contacted the customer and processed an adjustment due to the inconvenience. The customer was satisfied with this...

response. Macy’s Executive Office  Jon A.|OmnichannelPresidential CorrespondentOmnichannel Selling and Service Escalation Team |MCCS Executive OfficePhone:###-###-####|  Fax: ###-###-####|Email[redacted]

[redacted]   [redacted]
January 26, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
On behalf of...

Macy’s:                
Contact Date(s) With Customer:  January 22,
2016, and January 25, 2016
Complaint Summary:  [redacted] purchased a comforter
set, took it home, and found it did not fit the bed properly even though the
correct size was purchased.  She
attempted to return the set the next day and was informed it was a final sale
and non-refundable.  [redacted] was unaware
of this and was denied store credit as well. 
She was advised to sell or give away the comforter set.
Resolution:  I contacted [redacted] on January 22, 2016,
and was advised she purchased the set at our [redacted] store in [redacted],
which is one of our stores that is permanently closing.  I advised that our policy does state all
sales are final; however, I would do some more research and contact her with a
resolution.  I contacted our VP Store
Manager of [redacted], and was advised we would be able to make an exception for
this customer to return her comforter set. 
I spoke to [redacted] on January 25, 2016, and advised we would be able
to make the return and for her to request the store manager, Jodi, when making
her return.  This resolved her concerns.
Stephanie P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted]: We received a second rebuttal (third inquiry) from [redacted].  Her issues have been resolved (speak with someone regarding the service she received, and receive the gift card she was promised).  She adds in the most recent rebuttal that her husband’s credit score is impacted (a new issue).  [redacted] would need to have her husband contact us at the phone number on the back of his credit card, or file a Revdex.com Complaint himself, as we would not be able to discuss his account with her.  We will not be responding to any further inquiries from [redacted] regarding this matter.  Thank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

Revdex.com:
Rachel R. did contact me February 19 and said she'd eliminated Macy's incorrect charges as stated in the material posted to your site.  I logged into my Macy's account and it now shows a zero balance, so let's hope this is really the end of it!  I never said "I really  appreciate someone taking time out of their day to resolve the issue" because frankly it is the company's responsibility to resolve issues of their own creation!  In truth, I told Ms Robbins I felt it was ridiculous how long it took to get a correct return resolution over a piddly $21.39 item the company received back within 7 days.  I went on to express my strong dissatisfaction w/Macy's credit card operations which included 2 alleged "cash register errors" in a 14-month (not 6-8) period and questioned the company's commitment to and handling of credit related issues.  I wanted to be very clear those in power at Macy's must correct these issues ASAP.  This is why I wanted to emphasize I was not blaming her directly since Ms. Robbins was not involved in any of the previous failures at the store, online or in the credit card unit.  Often times recipients of customer complaints feel as if it is personal when it isn't...that is the only reason for said clarification.   Since I was getting nowhere with Macy's customer service I contacted the Revdex.com. Again, for now it appears the issue is resolved let's pray it stays that way.
[redacted]

Hello,I called Macy's again to try and resolve the problem and they have been very accommodating and resolved my issue. Can I retract my complaint. The representative I spoke with did not know about the complaint but was very helpful in solving the issue. Please let me know the steps I need to take...

in order to withdraw my complaint. Thank you,[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.   
see below
I was told I would receive two new gift cards totaling the 200.00 I am disputing ...not a refund because they told me it was not possible to do a straight refund and that I needed to get a credit via gift cards ...so this is a complete departure from what I have been told and I have still NOT received any gift cards from Macy's nor have I received any follow-up as to whether or not I have received them ... they just told me they are in the mail and I never heard back ... they didn't even send them express post ... so I have no idea if they have been sent and if/when I will receive them ... again ... really really poor customer service from Macy's ... still living the nightmare ...
[redacted]

Hi sir:###-###-#### is my company phone,I am working in [redacted] now, the phone number [redacted]. because time lag, so please macys  mail me , the e-mail [redacted].I attach mail info between I and macys service.regards  [redacted]Subjectplease start to shipping the oder [redacted]Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. Thank you for allowing us to be of service to you.  Hello [redacted],This is about order number [redacted].I'm so sorry about your experience with this order. While we never like to hear that we did not meet your expectations, your comments are important to us as they provide us an opportunity to follow up with the appropriate action and to prevent a situation like this from happening in the future. Again, we thank you for your feedback.  Upon order placement with macys.com, since this is an international order, there is always a 72 hours timeframe to confirm the order. After the order confirmation, there will be another timeframe of confirmation process in our warehouse and this is based on business days. We are truly sorry. As previously stated, we often experience a high volume of orders and it takes quite some appropriate amount of time for us to make certain if the order can be filled.Again, I am sorry for any trouble you had. If there is anything else we can do to help, please don't hesitate to call us at ** ###-###-####, or send an email to[redacted].Thank You,Feberly P.macys.com Customer Servicewww.macys.com  Hi sir:     "we often experience a high volume of orders. When that happens, our real-time inventory system "  ok, This is an acceptable reason. but , Why macys didn't mail me at next day after placed the order. until I asked this Order StatusThe time interval has two weeks.I can not accept this explanation. if macys can tell me in time. I can buy it  at [redacted]e ,the price only $99.96. The difference is that it is heavy .I need to put the luggage back to [redacted].regards [redacted]    ----- -----:"Macy's Customer Service" <[email protected]>:[redacted]:please start to shipping the oder [redacted] [Incident: [redacted] Hi [redacted],Thanks for your email about order number [redacted].I apologize for the inconvenience this has caused. We regret to inform you that we are unable to fill the order thus, it has been cancelled. Please be aware that when we offer such merchandise online, as you might expect, we often experience a high volume of orders. When that happens, our real-time inventory system sometimes is not able to keep up with the demand, and we may have to cancel certain orders after they are accepted.Kindly allow sufficient time for your refund to be processed to your account.Your refund will be processed by Alipay because you paid through the Alipay payment system. I suggest that you check your Alipay account from time to time or contact Alipay directly to follow up on your refund if you will not receive any update from them.If you still wish to purchase the merchandise, please use our secure website to complete the order. Unfortunately, email representatives can't place an order through email for security purposes. As a one time courtesy, we will honor the same price for the item and refund the shipping and handling fees for your new order. Please be advised that you need to wait for the shipping confirmation email from Borderfree. Once you have received the shipping confirmation email with the tracking details included for your new order, kindly send us an email so we can adjust your order accordingly. Just to inform you, we can't adjust the price of your order if the package didn't ship from Borderfree.Again, I am sorry for any trouble you had. If there is anything else we can do to help, please don't hesitate to call us at [redacted]##-###-####, or send an email to[redacted].Thank You,Feberly P.macys.com Customer Servicewww.macys.com Hi sir:    I track my order [redacted], Display status is not shipped.    the ordered date was Nov 19. please  start to shipping it. regards  [redacted]

Dear [redacted], I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced while you were in our [redacted] store making a return. The level of customer service you...

described is not what we strive for at Macy’s. As a valued customer we appreciate your feedback, and hope you continue to shop at Macy’s. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: 513-573-8443 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.  I spoke with Geeta C. at Macy's yesterday. She indicated that the cover is being sent and provided a tracking number. It has not yet arrived and someone from Macy's will have to come out and put it on my couch. She also said they would give me a $100 credit.  When I spoke with her she asked if they could close this case and I told her not until the cover is on the cushion. She said she understood. I plan to talk to her early next week. This is not yet fully resolved. 
Regards,
[redacted]

[redacted],
We
are in receipt of Complaint ID #[redacted] regarding the customer's canceled
furniture purchase.  In reviewing the
order, we have verified the credit totaling $269.32 posted to the customer's
account on 2/10. At this time, Macy's will consider this matter closed.  If...

the customer has any further concerns
regarding this matter, our office can be contacted directly.
Thanks,
Macy's
Executive Office

May 24, 2016[redacted]Re: Revdex.com ID #[redacted]Dear [redacted]:  We are in receipt of your reply to our original response to your Revdex.com complaint.  As a liaison in Macy's Executive Office, I was asked to review and respond to your continued concerns.  I intended to discuss this matter with you personally; however, my attempts to reach you were unsuccessful.  I was able to leave a voicemail message on May 13, and May 17, 2016.My research confirmed a credit in the amount of $13.90 was processed to your [redacted] account ending in [redacted] on May 3, 2016.  I regret any delay or inconvenience you may have experienced in this situation.[redacted], I hope this letter clarifies any issue you felt remained unresolved.  Should you have any other questions, please feel free to call me at the number below.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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

May 3, 2016[redacted] Woodland, CA  95695Re: Revdex.com Case #[redacted] Macy's [redacted] account ending in [redacted] (closed-Lost/Stolen) Macy’s account ending in [redacted] (closed-Lost/Stolen) Macy's [redacted] account ending in [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.We sincerely regret any frustration you may have been caused regarding the fraud on your Macy’s and Macy’s [redacted] account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on November 21, 2015, you disputed the charges on your accounts.  At that time we reported your Macy’s and Macy’s [redacted] account ending in [redacted] and [redacted], respectively, as lost/stolen and a new credit card ending in [redacted] was issued.  I was disappointed to hear that you called monthly with no resolution to your complaint.  If a charge is determined fraud, any related fees will be removed. I am pleased to convey that on April 11, 2016, for the Macy’s account we removed the $250.06 charge, $138.00 in late fees and $25.98 in interest charges from your account ending in 0952.  In addition, on the Macy’s [redacted] account we removed the $5282.22 charge, $175.00 in late fees and $272.73 in interest charges from your account ending in [redacted].  On May 2, 2016, I removed $2.00 in interest charges from your account ending in 0952 and as of today’s date your Macy’s and Macy’s [redacted] accounts are closed and have a zero balance.  We cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] delete the late payment history for November 2015 through March 2016 on your Macy’s and Macy’s [redacted] accounts from your credit file.[redacted], thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  I have enclosed $50.00 in Macy’s Money as a token of our appreciation.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted], Revdex.com