Macy's

January 20, 2017     [redacted]  [redacted]   Re:  Revdex.com ID #[redacted]         Store Experience   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.  Please accept my sincere apology for the level of customer service you received while shopping in our [redacted] store.    As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous associates available within every department so that all of our customers may have a positive and rewarding experience.  Be assured that we do not tolerate any kind of rude or disrespectful behavior.  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.  Therefore, a copy of your complaint and my response has been forwarded to the appropriate management so that this issue may be addressed directly with the manager involved.  Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken.   [redacted], your continued loyalty is important to us, as well as appreciated, and I hope you will view this as an isolated incident.  If I may be of further assistance, please do not hesitate to contact me directly at the telephone number listed below.    Sincerely,       Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com         Store Manager, [redacted]

January 15, 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]. After numerous attempts by phone and
email, we have not had any contact with the referenced customer. The issue that
our customer originally had a complaint about has been resolved . I apologize
for any inconvenience the customer may have experienced, and for the time [redacted] invested in working to have the issue resolved. We now consider the
matter closed.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
32425
cc: Ms. Tina Peters

[redacted], We received the Revdex.com complaint for [redacted] regarding ID #[redacted]. The customer stated the mattress is defective and disputed the inspection results. This issue has been resolved in our office. The customer is satisfied with this resolution. Thanks, Jon A.Liaison,...

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

February 17, 2016
[redacted]
[redacted]
[redacted]
Re:       RevDex.com complaint # [redacted]
            Macy’s
account ending in [redacted]
On behalf of...

Department
Stores National Bank:  
Contact Date(s) With Customer:  February 12, 2016
Complaint Summary:  [redacted] states that she did not
receive November or December 2015 statements. She was charged a late fee and interest charge
and was told that additional fees could not be credited because prior fees
were. She would like to have the fees reimbursed.
Resolution:  I
reviewed the account and see that the $2.05 interest charge was already credited
back.  I credited an additional $27.00
late fee and $3.30 interest charge on January 5, 2016.  A credit balance refund in the amount of
$30.30 was requested and mailed to the client under separate cover.  I called [redacted], she relayed that she
has already received the credit balance refund check and she considers the
issue resolved.
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

Revdex.com:
I have yet to recieve the last piece of furniture. There is a date for delivery, Feb 13th , and I hope it will be delivered as promised. Sharon Wilson from corporate finally contacted me and left a message letting me know that she would not refund the last piece, but would give me a 15% discount on the total cost. I tried to call her twice and still haven't received a call back to confirm the amount of the discount and how that monies will be dispersed since the credit card is apparently no longer valid.
Regards,
[redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint #[redacted].  After numerous attempts by phone and email, we have not had any contact with the referenced customer.We have review the complaint and have taken the following actions to resolve concerns as expressed.  ...

Sending through customer’s email 2-retun labels for customer’s satisfaction, credit will be issues as soon as items are received by warehouse.  Based on this, we consider the matter closed satisfactorily. Thank you, Beverly P.| Omnichannel Presidential ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### EXT: [redacted]| Email:  [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.   Macy's claimed that they already refunded the money to my [redacted] credit card. I contacted [redacted] credit card more than 5 times, they couldn't find the refund.
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. But I want to have the option of reopening this complaint if any one of the resolutions promised me didn't happen. I'm sorry for being pessimistic about this but I have a very bad experience with this company.Thank you for your help on this matter.
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.   
I have recieved both gift cards still no refund as of yet and do not feel comfortable closing this complaint until my issue is completely resolved. I have been told for months I would recieve a refund if I just wait "X" amount of days. 
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 when you didn't receive what was advertised on our site. I have replaced your order with...

the right items. I have also sent you a $25 gift card for the inconvenience. You will receive this in a plain white envelope. [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. Sincerely,  Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [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. 
I didn't receive any single statement in [redacted], since I opened Macy's credit account, I used save statements from other credit cards, as I mentioned before, you can see my current credit scores, I having more than 15+ credit cards with no history of missing payment, as per them, they are saying I opened the statement twice, if I did so, why I am missing that payment, is it $10000 ? it is just $27. The issue is I spend hours and hours in explaining my situation to each and every customer service people. Also, I didnt get any call or voice mail from collection / CC dept., I can say one thing, I was depressed and frustrated with this issue. I was treated differently, I can't tell all the reason now.  The Customer service support person who closed my account, didn't even asked, what is your issue or do you want to speak to my supervisor on account closure, since I was depressed, I said yes, then within seconds, I asked him to connect me to supervisor, he closed and told supervisor is busy. My intention is not to miss the payment of just $27, as I mentioned many times, I was in wrong assumption and I did mistake in believing different customer service people. 
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
September 2, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  RevDex.com ID [redacted]
        Macy’s
account ending in [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your most recent Revdex.com complaint which was
forwarded to Macy’s Executive Office.  As
a representative of this office, and the person familiar with your file, I was
asked to review and respond to your most recent inquiry on behalf of Department
Stores National Bank.  I am sorry that
our previous response did not adequately answer your concerns. 
 
In
our last response, we provided documentation regarding the receipt of the
electronic billing statements from January 20, 2015, through April 13, 2015, that
we sent to [redacted].  That email
history showed that all of your electronic billing statements were successfully
sent and delivered to you. 
 
[redacted]
[redacted], our position on this matter has not changed.  If I may be of assistance on another matter,
please contact me at the telephone number listed below.
 
Sincerely,
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com

February 27, 2017 [redacted] Re: Revdex.com Complaint ID #[redacted] Macy’s [redacted] account ending in [redacted] Dear [redacted]: I am in receipt of your Revdex.com Complaint, which was forwarded to Macy’s Executive Office. As a liaison of this office, I was asked to review and respond to your additional concerns. I regret that my original correspondence sent to you on January 31, 2017, did not satisfy your request. Please accept my sincerest apologies for any inconvenience this matter may have caused you.  In researching your inquiry, I have confirmed with our Payments Research Department that the check dated December 30, 2016, was unable to be located. If the check is showing as cleared on your checking account, please provide a front and back copy of the check or a copy of the electronic transmittal sent by your bank, with the full account number the payment was made to. You can fax this information to our Payments Research Department at ###-###-####. As confirmed in my original correspondence to you, a payment in the amount of $196.41 was received through the online bill pay option at macys.com, on January 12, 2017.  [redacted], I appreciate you bringing this matter to our attention and providing me the opportunity to respond. If I may able of further assistance in the future please feel free to contact me at the telephone number listed below.  Sincerely,  Tyeisha B.Macy’s Executive Office###-###-#### Extensio[redacted] 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.  Suggest Macy's review their customer service procedure for better handling of any future mishaps.
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. While I agree with what they told me in the email that I can seek help from the third party where I bought the gift cards, I can not accept their poor hot line customer services and the lady's attitude towards this issue. If they could not solve this, why would she let me email them the receipt and card and why she said she did not receive it. It's ridiculous that Macy's customer service is this way.
Regards,
[redacted]

March 15, 2018[redacted]RE: Revdex.com Case #[redacted]Macy's Account for [redacted]Dear [redacted]:I am in receipt of your Revdex.com complaint submitted on behalf of [redacted] regarding her Macy's account. As a liaison in Macy's Executive Office, I was asked to review and respond to this request on behalf of Department Stores National Bank (DSNB).Because you are not listed on [redacted] account either as a joint or an authorized signatory, it is not the Bank's policy for us to correspond with you regarding [redacted] account; therefore a separate response is being addressed to [redacted] directly.Thank you for contacting out office, and allowing me the opportunity to respond. If you have further concerns or questions, feel free to contact me personally.Sincerely, Briana D.Macy's Executive Office ###-###-#### Extension [redacted]Cc: [redacted], Revdex.com

November 10, 2015
[redacted]
[redacted]
[redacted]
Re:   Revdex.com Complaint ID [redacted]
        Macy’s [redacted] account ending
in...

[redacted]
        Macy’s store account ending [redacted]
On behalf of Department Stores National
Bank:  
Contact
Date with Customer:  October
14 and October 30, 2015
Complaint
Summary:  Ms.
Nguyen did not receive the replacement Macy’s credit cards she requested in
August 2015.  She was told that she would
receive her new cards by September 30, 2015, but had not yet received them by
October 2, 2015.  The customer is very
frustrated about having to make multiple requests for both the Macy’s [redacted]
[redacted] credit card and the Macy’s store credit card.  She was also disappointed that her requests
to expedite the shipping of new credit cards were ignored.
Resolution:  I called [redacted] and apologized for the
problems she encountered, the miscommunication from our telephone
representatives, and for the delay in sending her new Macy’s credit cards.  I confirmed that she received her Macy’s
store credit card that was sent earlier in October 2015, but not the Macy’s
[redacted] credit card.  We
expedited shipping of new Macy’s [redacted] credit card to [redacted] home address.  Customer is satisfied with
our resolution. 
Ms. Randi P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted],
Revdex.com   [redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

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

A.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]     July 10, 2017     [redacted]   Re:  Revdex.com complaint ID #[redacted]         Macy's account...

ending in [redacted]   Dear [redacted]:    I am in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please be assured the Bank does not participate in illegal business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.    Please accept my sincere apology for any frustration that you may have experienced regarding the delay in receiving your “Thanks for Sharing” Gift Card.  In researching this matter, I found that you completed a new account application on November 22, 2016, and were approved that same day.  At that time, you elected to enroll in the “Thanks for Sharing” program to accumulate 10% rewards on your qualifying purchases from the date of enrollment through December 31, 2016.  The “Thanks for Sharing” accumulated rewards value is printed on the bottom of your purchase receipts at the point of sale.    Our records showed that you earned a total of $25.42 in rewards and on January 11, 2017, a gift card in that amount was mailed to you.  You contacted us on March 30, 2017, and your address was corrected.  On April 3, 2017, you contacted us to advise you had still not received your gift card, and a replacement gift card was sent.  While speaking with a supervisor on April 28, 2017, you indicated you had still not received the gift card.  A replacement gift card was requested, and a credit of $50.00 for the inconvenience was applied to the account.  Unfortunately, on May 11, 2017, an error occurred and the replacement gift card was not sent.    On July 7, 2017, I requested a review of the purchases and I was able to confirm the fine jewelry purchases you made did qualify under the program and an additional $200.00 gift card was requested in addition to the replacement $25.42 gift card.  Please allow seven to ten business days to receive both cards by mail.   Thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of any further assistance, do not hesitate to contact me.   Sincerely,  Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

January 23, 2017Dear [redacted]:I am writing in regards to complaint ID # [redacted]. I spoke to [redacted] and confirmed we show a mattress that had been returned and not credited. Therefore to resolve the billing issues [redacted] has been experiencing we will be crediting her account in the a mount of $1097.72. This is a credit for the correct returned mattress and the fees that had been charged in the amount of        $80.00 and $101.85. This credit posted to her account on 1-6-17.Macy’s finds this matter closed.Sincerely,Macy's Executive Office###-###-####