Macy's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I accept their final judgement on this case but it took way too long to straighten out! My credit took a real hit at a very crucial time in my credit history. I was trying to buy a car and because of the detrimental strikes on my credit report, I had to pay a higher rate. It took numerous phone calls on my part with no satisfaction. The only reason it finally got solved was because of the Revdex.com. Thanks so much.
Regards,
[redacted]

March 6, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] 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 representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    In researching this matter, our records confirm this account was opened November 1, 2012, with a $6,000.00 line of credit.  The last purchase date on the account was October 31, 2014, and the last payment was received on November 8, 2014.  Further research confirms the decrease of your credit limit was due to inactivity.  It is the Bank’s policy to close an account due to inactivity after thirty (30) months.  Prior to closing the account, the credit limit is typically decreased.  On November 9, 2016, your credit limit was decreased from $6,000.00 to $3,000.00 due to inactivity.  On December 9, 2016, the credit limit was once again decreased to $1,500.00.  The limit continued to decrease monthly due to inactivity, until February 7, 2017, when it was decreased to $600.00.  On February 15, 2017, you called our Customer Service department and requested a credit limit increase of $3,000.00 but changed that request to $1,500.00.  This request was declined due to the multiple decreases within a three (3) month period; however, as a courtesy, the Manager you spoke with increased the limit from $600.00 to $1000.00.    To further clarify, we may review your account’s payment history and activity, as well as information provided by outside credit reporting agencies, and increase or decrease your credit limit, without prior notice.  Since these credit limit decreases were processed in the normal course of business, I must decline your request to restore the credit limit.  However, if you would like to apply for a credit limit increase, you may contact our Customer Service department directly at ###-###-####, and a representative will be happy to assist you.  We would need your permission to review your credit report and also update your annual income and monthly housing expense information.   As of the date of this letter, your credit limit is $1,000.00 and your balance is $0.00.  To clarify, the highest balance since the opening of the account will always report for the account.  Because the information is accurately reporting your account’s highest lifetime balance, in addition to your current balance, this is not false information, as stated in your complaint.  As a credit provider, we have an obligation to accurately report activity, whether favorable or unfavorable, to the credit reporting agencies.  Since the information we are reporting is accurate, we are unable to remove the highest balance held from your credit report as you requested.  However, on February 28, 2017, we instructed the credit reporting agencies to update their records and report your account as "customer disputes reporting".   [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you have additional questions or if I can be of further assistance.   Sincerely,    Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

March 14, 2016[redacted]
[redacted]
[redacted]Dear [redacted]: I am in receipt of your complaint forwarded to us by the Cincinnati Revdex.com. As a representative of Macy's Executive Office, I was asked to respond to your concerns.I have performed a...

thorough review of our records as they pertain to macys.com order [redacted]. Unfortunately, I have determined that I cannot provide you with any information or resolution as your name is not on the order as the billing or shipping customer. Our corporate policy is to only provide information to the customer on the order. Once I have been contacted by the customer I will be more than happy to respond.[redacted], I regret that I cannot be of more assistance at this time. If you have any further questions regarding our corporate policies, please do not hesitate to contact me at the number listed below. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The customer disputed
the WNM denial with the mattress defect. We have set full credit return for the
customer and advised by email.
Macy's
Executive Office

June 10, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] 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.  We sincerely regret any frustration you may have been caused regarding the fraud on your Macy’s [redacted] account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on January 11, 2016, you disputed the charges on your account.  At that time, your Macy’s [redacted] account ending in [redacted] was reported 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.  Moreover, I apologize that we advised for you to make a payment for the charge you did not make.  When an account is in dispute for a fraudulent charge, no payments are required for that amount until the fraud case is closed.  I am pleased to convey that on May 9, 2016, we removed the $25.00 charge from your account ending in [redacted].  As of today’s date your Macy’s [redacted] account is open with a zero balance.  Purchases continued to be made on the account when the fraud investigation was in progress; therefore, your payment of $25.00 and the credit for the fraudulent charge of $25.00 was applied towards these purchases.  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 $25.00 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,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]Enclosure /mailed June 10. 2016cc:  [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.  Will the $25 Macy money be mailed to me? How do I retrieve it?
Regards,
[redacted]

Dear [redacted]: We have received Revdex.com Complaint ID [redacted] for [redacted]. After further review, I have processed [redacted] refund back to her original method of payment as of 3/31/2016. I advised the customer via email and also provided my direct contact if she has any further questions...

or concerns. Based on this, we consider this issue resolved. Sincerely,Michele S.Macy's Executive Office###-###-####

April 28, 2016[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 a liaison in this office I was asked to review and respond to your continuing concerns on behalf of Department Stores National Bank.When a customer opens a new account, the discount is applied as an adjustment on the customer’s billing statement.  If the item is returned, we will refund the actual amount the customer paid for an item, which is the original price shown on the receipt, less the New Account Discount.  My research shows that on August 20, 2015, you purchased a diamond solitaire ring for $2,813.50 plus $196.95 sales tax and made a payment in the amount of $2,500.00, which left $510.45 that was charged to your account.  A New Account Discount of $100.00 was applied to your Macy’s account bringing the total you owed for the purchase to $410.45.  Our records show the diamond solitaire ring was returned on September 4, 2015, and you were issued credits of $2,813.50 plus $196.95 sales tax.  The $2,500.00 payment was refunded to the original form of payment leaving a credit of $510.45, which refunded the full price of the merchandise originally charged to your account.  The New Account Discount of $100.00 was then charged back to your Macy’s account on September 4, 2015, which left the total of $410.45 as credit to your account, which is the amount you originally owed for the purchase as explained above.  As of the date of this letter, your Macy’s account has a zero ($0.00) balance.  I am sorry for any misunderstanding this issue may have caused.[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

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.
To ensure our customers receive the services and merchandise that they have learned to expect from Macy’s we no longer offer our long distance delivery services. Unfortunately, these services resulted in lower customer satisfaction. Our warehouses are able to deliver to addresses within a specific range of the warehouse. If you are outside of that range, we are unable to complete an order for you. Please accept my sincerest apologies for the inconvenience this has caused you. Macy's considers this matter closed
Be assured the feedback you have provided will be sent to the appropriate department for review.
Sincerely,
Macy's Executive Office

[redacted]: We received a second rebuttal (third inquiry) from [redacted] today.  Her rebuttal does not include any additional information, and we have already responded to her concerns (although she does not agree with our response).  We will not be answering this or any further rebuttals from [redacted] due to the fact that we have already responded to her concerns. Thank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that Macys replaced the bed but it is an inferior one prior to the one I had. 
Regards,
[redacted]

P.O. Box 8220   Mason, OH 45040February 26, 2018[redacted]Revdex.com ID # [redacted] – [redacted]Rebate submissions - Black FridayDear [redacted]:  I am in receipt of the complaint you filed with the Revdex.com (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. I was disappointed to learn of your difficulties you had obtaining rebates for the kitchen products purchased during Macy's Black Friday sale.  Macy's goal is to have professional and knowledgeable sales associates available, so that all of our customers' questions and needs are addressed and resolved in a timely and efficient manner.  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.Please be assured that at no time does Macy's engage in false or misleading advertising practices. I am sincerely sorry if you felt otherwise.  To fully research your concerns, I need the receipt number for the items in question, or a copy of the receipt.  The receipt number you provided in your Revdex.com complaint does not provide the needed information.  Although we do not have a record of any previous correspondence from you on this matter, on February 22, 2018, I attempted to contact you at the daytime phone number you listed on your complaint; however, the phone number was disconnected.    Please accept my sincere apology if the rebate process was not thoroughly explained to you and additional copies of the sales receipts and rebate forms were not provided for each of the desired items.  In accordance with Macy's rebate policy, offers are good on purchases of items at participating Macy's stores between the applicable offer dates.  Submission must be postmarked no more than 30 days from date of purchase.  Offers are void if correct proof(s) of purchase such as a copy of your dated Macy's sales receipt or packing slip and the original UPC code from the product's packaging are not enclosed with the completed form.  Please be aware that you must complete a separate form for each unique offer number and submit in separate envelopes, and the rebate is provided in the form of a [redacted] Prepaid Card.  Macy's is not responsible for lost, destroyed, misdirected, postage-due or delayed mail, nor for any information provided or omitted by you, and Macy's reserves the right to change or modify any of the above-listed offers without notice. Although I have verified that a ten dollar ($10.00) [redacted] Prepaid Card was recently sent to you, in appreciation of your business I have enclosed two additional ten dollar ($10.00) Macy's gift cards, which can be used at any Macy's store. In response to your concern regarding our older customers, Macy's proudly serves a large and diverse marketplace, including customers with a wide range of needs and preferences.  Be assured that we do not discriminate on the basis of race, color, religion, national origin, sex, marital status, age, receipt of income from public assistance, or exercise of rights under the Consumer Protection Act.[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, Durand C.Macy's Executive Office###-###-#### Extension [redacted]

Re: Complaint ID #[redacted]   Dear [redacted]:    I am in receipt of [redacted] complaint.  As a representative of Macy's Executive Office, I was asked to review and respond to her concerns.  I have spoken to [redacted] directly in order to assist with resolution.  A...

refund in the amount of $102.91 will post to the customer's [redacted] account in three business days.  Based on the above, Macy's considers this matter resolved and closed satisfactorily.   Sincerely,   Tonie R. Macy's Executive Office ###-###-#### Extension [redacted]

April 14, 2017     [redacted]  [redacted]   Re: Better Business Complaint ID #[redacted]        Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your second inquiry forwarded to us by the Revdex.com regarding the above referenced Macy’s account.  Since I am familiar with this issue, I was asked to review and respond to your additional concerns on behalf of Department Stores National Bank.  I am sorry that you were not satisfied with my previous response.    As stated in my previous letter, the Thanks for Sharing (TFS) charge on your account was signed for by you as the account holder.  This signature serves as your consent to the charge.  I am very sorry if there was confusion regarding the details of the program when you made this purchase.  I have included a copy of your signed sales receipt with this letter.  This receipt was also emailed to you at 6:50pm on September 7, 2016, at [redacted].   When you called on October 11, 2016, you requested to have the TFS charge credited back.  The associate you spoke with put in a request to have this enrollment fee credited back to your account as requested.  Our records show you contacted us again on November 3, 2016, and it was explained to you that it could take 1-2 billing cycles for the charge to be credited back to your Macy’s account.  Unfortunately this credit did not post until after your bill closed on November 8, 2016; therefore, a minimum payment was still due for this due date.   Again, Macy’s does not participate in unlawful or deceptive business practices.  Your signature is your acceptance of the charge in question and states you will pay as agreed.  Your complaint has been logged and the TFS charge of $25.00 has been credited to your account.  There is nothing more we can do for you in regards to this issue.  In addition, as I stated in my previous response, all interest and late fees incurred as a result of this issue have been reversed.   [redacted], we are sorry for the continued frustration this has caused, but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If you have questions on another matter, do not hesitate to contact me at the telephone number listed below.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   Enclosures / mailed April 17, 2017   cc: [redacted], Revdex.com

April 15, 2016
[redacted],
We
are in receipt of complaint ID #[redacted] regarding the customer who received a
mattress with incorrect measurements. We contacted the customer and approved to
exchange the mattress with the correct measurements. At this time, Macy's...

will
consider this matter closed.
Thanks,
Sincerely,
Macy's Executive Office

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.  It wasn't my fault. So now, I'm going to have a letter written from my bank explaining the situation. I'm going to file another complaint and send it over to my friends over at the news station.
Regards,
[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 have been asked to review and
respond to your...

concerns.
 
On
behalf of Macy's, please allow me to apologize for your recent order
cancellations as well as the time you have invested in attempting to resolve
your concerns.  Please be aware we have
implemented many different security measures to ensure the security of our
shoppers.  One of our security measures
is to verify the billing information provided by our shoppers with the billing
information on file at the issuing bank of the credit card used to place the
order.  Our records indicate your order
was cancelled due to the phone number on the order not being the same as the
phone number listed on your [redacted] account. 
We ask that you please contact [redacted] to make any updates to your account
information.
 
[redacted], while it is never our intent to inconvenience you in any way, please
understand these policies have successfully reduced the incidence of fraudulent
activity on our website.  If you would
like to replace order number [redacted] with verifiable billing information,
please do not hesitate to contact me at the telephone number below.  My office hours are Monday through Friday,
9:00 AM to 4:00 PM, Eastern Time.
 
Sincerely,
 
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Revdex.com of
Cincinnati

April 21, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
**. [redacted]: 
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. Based on
this, we consider the matter closed. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted]

October 11, 2017   [redacted] [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   We are in receipt of your follow up to our letter dated September 28, 2017. I was again asked to respond on behalf of Department Stores National Bank to your complaint filed with the Revdex.com.   During my investigation I confirmed with each of the three major credit reporting agencies, [redacted], and [redacted], (copies enclosed), that your Macy’s [redacted] account was not, and is not, being reported to the credit reporting agencies as having a delinquent payment history.   If you have documentation that one of the credit agencies noted above is reporting something different, please send a copy to my attention at the return address of this letter, and I will research further.   [redacted], thank you for allowing me to respond.   Sincerely,     Michael J[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed October 11, 2017   cc:  [redacted], Revdex.com

Hello [redacted], We received the complaint for [redacted] regarding ID#[redacted]. The customer was dissatisfied with the performance of her sofa that was sagging . In review of her warranty on this merchandise we have allowed 100% adjustment for the sofa. The customer was satisfied with this...

resolution. Macy’s Executive Office  Terri W.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####