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. However, after speaking with Sue at Macys a couple a weeks ago about the proposed solution and what style of mattress I  would be getting for my replacement and Sue telling me she would have to call me back because she didn't know how to go about the proper procedure in doing the exchange.  I had to call her office back after waiting 2 weeks for a call from her to find out what the status of my claim was.  It was then that she informed me  that the mattress that she had originally told me would be the replacement was discontinued.  I would really like to make sure that this mattress is comparable to the one we have but I am just ready to get this whole situation taken care of.  They told me delivery would not be until the 2nd week of October.   
Regards,
[redacted]

[redacted]   [redacted]
February 16, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Better Business Complaint
ID #[redacted]
       Macy's account ending...

in [redacted]
Dear
[redacted]: 
I am
in receipt of your correspondence forwarded to us by the RevDex.com.  As a representative of Macy's
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank. 
I
appreciate you taking the time to express your concerns regarding the gift
cards you purchased on your account.  I
regret that we were not able to resolve your issue in a more timely
fashion.  I have had both gift cards
credited back to your Macy's credit account. 
I requested a credit balance refund for $200.00 to be sent back to you
under separate cover. 
I
hope you will consider this an isolated incident and continue to choose Macy's
for your shopping needs.  As a token of
our appreciation and apologies, please find $50.00 in Macy's Money to use at
any of our Macy's stores.  If I may be of
further assistance, feel free to contact me at the telephone number listed
below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
73711Enclosures /mailed February 16, 2016
cc:  [redacted],
Revdex.com

[redacted]   November 30, 2017     [redacted]  [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 accept my sincere apology for any frustration that you may have experienced regarding this issue.   For clarification, our return policy for rug purchases made in the store requires you to contact us within seven (7) days of purchase.  Returns or exchanges can only be accepted at The Fine Rug Gallery at select Macy's stores.  When you contacted us on June 11, 2017, an error occurred when you were advised to contact our online ordering department for a return label and again when a return label was sent to you.    As a result, on November 29, 2017, I requested a credit to your account in the amount of $664.22.  This will result in a credit balance of $27.00, which was due to your payment of $27.00 on July 14, 2017.  In addition, I have cleared our internal records of any delinquency associated with this issue, and I requested that Equifax, Experian, and TransUnion delete any record of this issue from your credit bureau report.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.    [redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below, as I would be delighted to speak with you.   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 find that this resolution is satisfactory to me.  After a conversation with Mr. Button on March 16, 2018, I was more than satisfied with the resolution by Macys. His effort to resolve this issue  has restored my faith in Macy's as a customer.  I appreciate the time and attention Mr. B. put into restoring my accounts and resolving my original complaint completely. I am glad to be a Macy's customer again. 
Regards,
[redacted]

[redacted]   [redacted]
March 21, 2016
[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
apologize for any inconvenience you may have experienced.
In
reviewing your request, our records indicate that you experienced some
difficulty in setting up your online access in October, 2015 but were able to
make an $88.37 payment through the online servicing site on October 23,
2015.  The email that you registered for
delivery of your email statement notifications is [email protected].  Please ensure that you have added our email
address to your contact list to prevent future issues when we send you your
statement is ready for viewing notifications. 
Should you need additional assistance, please contact our Technical
Support Team at ###-###-#### and select option 6 when presented with the
available options.  
On
March 7, 2016, I cleared our internal records of the delinquency associated
with this issue, and have requested the credit reporting agencies update their
records and delete any history of delinquency from the time period of January
and February 2016.  Please allow the
agencies approximately seven (7) to ten (10) business days to make the
necessary corrections to update their files. 
This letter will serve as confirmation of this request. 
[redacted]
[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 contact me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

P.O. Box 52184   Phoenix, AZ 85072-2184
January 15, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint ID #[redacted]
and ID #[redacted]
       Macy’s 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 misunderstanding you had about the billing statements for the
above-referenced Macy’s account. 
Per
your request, we coded your account as “cease and desist” for all communications
regarding collections on your account and requested you be removed from
receiving collection calls as of the date of this letter. 
Our
records indicate that you registered the account with CheckFree online billing
service and that electronic statements have been sent to the e-mail address [redacted]
since February 9, 2014.  We have no
record of returned or undeliverable emails to this email address and our
records indicate they were received and opened. 
In addition to these email notifications, your Macy’s statements were available
on mycheckfree.com.  Unfortunately, I do
not see a statement request from July, 2015, therefore one was not sent.
We
sent a letter dated October 17, 2015, advising that your statement notification
emails to [redacted] were being returned to us and that we will be
delivering your statements by mail.  In
your complaint, you mentioned the email address had changed and you did not
receive your bills since.  On October 20,
2015, your Macy’s account was changed so that you would receive paper
statements only.  A copy of this letter
is enclosed for reference.
Our records indicate that the billing statement for the period
ending June 9, 2015, had a $69.68 balance, with a $25.00 minimum payment due by
July 9, 2015.  When no payment was
received by this date, your account was charged a $25.00 late fee and $2.00
interest charge in accordance with the terms of the Department Stores National
Bank Credit Card Agreement, resulting in a new balance of $96.68 with a $75.00
minimum payment due by August 9, 2015.  We
received your payment of $69.68 on July 10, 2015, which brought your account to
a current status; however, since the payment was less than the amount due and
was not received by the due date, the account was charged a $35.00 late fee and
$2.00 interest charge.  Your purchases
totaling $53.72 on July 17, 2015, resulted in a new balance of $117.72, with a
minimum payment of $65.32 due by September 9, 2015.  We received your payment of $82.72 on August
20, 2015, leaving a balance of $35.00 on the account.  A $2.00 interest charge was applied resulting
in a new balance of $37.00 with a $27.00 minimum payment due by October 9,
2015.  When no payments were received,
your account continued to be charged late fees and interest, and was reported
as thirty (30) days past due to the credit reporting agencies. It is our policy not to remove any delinquency
from our credit reporting unless it occurred as a result of a billing
error.  As a credit provider, we have an
obligation to accurately report all activity, either favorable or unfavorable,
to the credit reporting agencies.
Although
my review shows that all late fees and interest charges were properly charged
in accordance with the terms of the Department Stores National Bank Credit Card
Agreement, as a courtesy to you, I removed $163.00 in late fees and $12.00 in
interest from the account.  This
adjustment resulted in a credit balance of $82.72 for which I requested a
Credit Balance Refund check be issued and sent to you at the address noted
above. Please allow seven (7) to ten
(10) business days to receive the check.
[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,
Stephanie P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Jan. 15, 2016
cc: [redacted], Revdex.com

[redacted]   [redacted]
 
July 23, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Account
Store Ending in [redacted]
     Macy's [redacted]
[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, and as I am familiar with your inquiry, I was asked to review
and respond to your concerns on behalf of Department Stores National Bank.
 
I
understand from your most recent correspondence that you are still disputing
the thirty (30) date delinquency reported in May 2015 for your Macy's store
account ending in [redacted].  Our decision
remains the same, and the delinquency reported in May 2015, will not be
removed.  The delinquency was not the
result of a billing or bank error.
 
As
stated in our previous responses dated June 30, 2015, and July 13, 2015, we do
not have record of a request to change the telephone number on your
above-referenced Macy's store account or Macy's [redacted] account in
November 2011.
 
A
copy of the signed Macy's credit card application was mailed to your mailing
address above on July 13, 2015.  Please
allow seven (7) to ten (10) business days for receipt of this application with
a copy of our response dated July 13, 2015. 
 
I
understand that you do not believe the account was opened with both account
holders present because, as you state, [redacted] was in [redacted]
and you were in [redacted], [redacted] when this account was opened.  Our records indicate the account was opened
at Macy's [redacted] in [redacted], with the driver's license number ending
in [redacted] for you and the driver's license number ending in [redacted] for [redacted]
[redacted].  The signed application is proof
that both the primary and joint account holders agreed to the terms and
conditions of the above-referenced Macy's store account and Macy's [redacted]
[redacted] accoun**  We are satisfied this
account was opened with the knowledge of both account holders.
 
[redacted]
[redacted], we have addressed this matter numerous times, and since no new
information has been provided our decision is unchanged.  We hope you understand our position on this
matter although it may differ from your own.
 
Sincerely,
 
 
Caroline H.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted]
    Cincinnati Revdex.com Complaint ID: [redacted] 
[redacted] is a federally registered service
mark of [redacted] and is used by Department Stores National Bank
pursuant to a license. This credit card program is issued and administered by
Department Stores National Bank.

December 8, 2015 
[redacted] 
[redacted] 
[redacted] 
Re:  RevDex.com complaint ID [redacted]
        Macy’s
[redacted] 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, where as a liaison, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank. 
We underwent a system conversion in late August 2015 for
Macy's credit card accounts and the credit servicing website accessed through
our macys.com website. Unfortunately,
for a period of time, there were system issues which prevented our customers
from accessing their account online.  I
sincerely apologize for any frustration this may have caused you.  However, at this time you should be able to manage
your account through our website. 
My review confirmed that your account is enrolled to receive
both mailed paper statements and email notification of your monthly billing
statements.  We have no record of either
the mailed or email statements being returned as undeliverable, which indicates
you are receiving them.  The late fees
that had been applied to your account, as noted in your complaint, were validly
charged.  However, as a courtesy to you
and gesture of our goodwill, on November 9, 2015, our credit department
adjusted late fees totaling $101.00 from your account.  As of the date of this letter your account is
current with a balance of $239.64. 
[redacted], thank you for bringing these concerns to our
attention and allowing me the opportunity to respond. If you should have any additional questions, feel
free to contact me at the telephone number noted below.
Sincerely,
Michael J.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

December 19, 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. Please accept my...

sincere apology for the delays you have experienced with your merchandise on your order. Unfortunately, the [redacted] that you selected is currently out of stock, and we are waiting on this merchandise to be delivered directly from the vendor. Regrettably, we encountered a number of postponements from the vendor, which caused your order to cancel. Once the [redacted] is replenished at our warehouse, I will personally call you to place this order for you as a courtesy. Should you have any further questions or concerns, please do not hesitate to contact my office at the number listed below.Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

January 17, 2016 
[redacted] 
[redacted] 
[redacted]
Re:  RevDex.com complaint ID [redacted] 
        Macy’s store account
ending in 3800 
Dear [redacted]: 
We are in receipt of your response to our reply to your RevDex.com complaint. I was asked
to respond as I had reviewed your inquiry previously.  On behalf of Department Stores National Bank,
I again extend our apology for any concern this situation may have caused.  Be assured that Macys does not engage in unethical business practices of any kind. 
Our position regarding
your Macy’s account has not changed from my previous letter.  While your account may have remained open
during your bankruptcy proceedings, when we received notification of
your bankruptcy, as it is our policy, we closed your Macy’s account and it cannot
be reopened. 
Regarding your Plenti points, I was given incomplete
information previously, and I apologize. 
In order to use your accumulated Plenti points (4340) to purchase the
cosmetics, they had to be converted to a Macy’s virtual gift card.  Then, the gift card number was entered into
macys.com to place your internet order.  Nevertheless,
since your Macy’s account had been closed on September 25, 2015, another form
of payment would have been required to make the purchase. 
[redacted], thank you
again for allowing me to respond.  Feel
free to contact me at the number listed below if you need additional
assistance.
Sincerely,
Michael J.  
Macy’s Executive
Office 
###-###-####
Extension [redacted] 
cc:  [redacted], Revdex.com

The executive office didn't help me at all. She asked me to contact Macy's customer service again.

Previously filed Revdex.com complaint on 8/19 with ID [redacted]. Received a call from a representative within the Executive offices at Macy's and she offered to waive all of my late fees ($105) and partner with another department to see what options are available for my account. She promised she would communicate with me via email. I have not heard from her since which is why I am forced to file another complaint.Translate Desired Resolution: Refund Desired Outcome: Promised refund of $105 in late fees and a resolution for my account.

February 08, 2018 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted].  The consumer's concern have been addressed through another channel with Macy's. Based on this information, Macy's...

considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

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]  Customer called Revdex.com reporting that he has received another late payment notice from Macy's with the note that his payment was sent to the wrong address. Customer sent the payment to the address provided in Macy's response to his complaint so he is confused and upset that this matter still has not been taken care of. Would appreciate this problem being resolved ASAP.

May 10, 2016  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Re: Revdex.com Complaint ID: #[redacted] Dear [redacted]:  I am in receipt of [redacted] additional concerns presented to the Revdex.com. As a representative of Bloomingdale's Executive Office, I was asked to review and respond to these concerns. Once again we are asked to provide a further discount for bloomingdales.com order number #[redacted]. We did confirm the [redacted] was priced at $322.20 on this purchase on December 11, 2015. Our records indicate a discount was already applied to the item pricing it at $322.20. The retail price for this coat is $995.00. Although we regret any misunderstanding or inconvenience for [redacted] no further discounts can be applied. Thank you for bringing this matter to our attention and giving me the opportunity to respond. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]   Thank you.My apology for the delayed response.  The terms are acceptable.  However, I would like to know why the do not or unable to accept credit or debit cards (just checks).

September 21, 2017[redacted]Revdex.com Cincinnati1E 4th StSuite 600Cincinnati, OH 45202RE: Revdex.com Complaint ID: # [redacted]Dear [redacted]: We are in receipt of Revdex.com Complaint ID# [redacted]. We have reached out to [redacted] and have resolved all matters as expressed in the complaint. We have refunded [redacted] for his gift card and we offer our apologies for the inconvenience. At this time, we consider this issue resolved. Thank you. Sincerely, Carrie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

July 7, 2016    [redacted]  [redacted]  [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, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused.    My research has confirmed that on June 8, 2016, a payment correction of $1,188.27 was applied to your account to correct the in-store payment error.  Also, I removed a late fee of $25.00 and interest of $20.39 that had been applied to the account on May 24, 2016.  Any other fees had already been removed.  These adjustments bring your account to a credit balance of $245.18, which we have refunded to you in the form of a check.  It will arrive under separate cover in 7-10 business days.    In addition, we have deleted from our records the 30-day late payment associated with this situation and directed the credit bureaus to correct their files as well.  Please allow the bureaus thirty (30) days to make the necessary changes.  With regret, this letter will also confirm that we closed your account on June 27, 2016, as you requested in your complaint.    [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below.    Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

October 02, 2015
 
 
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
 
Revdex.com Case #[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 contacted [redacted]
by phone to resolve her complaint and to apologize for any inconvenience she
experienced as a result of her macys.com order. I am sending [redacted] a gift
card for $100.00 as a replacement that she may use in store or online.  Based on the above, Macy's considers this
matter resolved and closed satisfactorily.
 
Sincerely,
 
 
 
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted]

P.O. Box 52184   Phoenix, AZ 85072-2184
January 22, 2016
[redacted]
Re:  Revdex.com ID [redacted]
      RevDex.com ID [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaints 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.  We take all of our customer's
concerns seriously and I am sorry that you feel differently. 
Per
your request to speak with a store manager, I contacted Jennifer Z.,
Manager of our Connecticut Post Mall store in Milford, asking her to reach out
to you directly.  She has made several
attempts to reach you by phone, leaving you several messages to return her call
until January 12, 2015, when your voice mail was no longer accepting
messages.  She advised that she sent an
email message to you on January 16, 2016 at the email address you provided in
your complaints of [redacted]. 
If
you have additional questions regarding this issue or the information provided
by Ms. Z. please contact me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  Jennifer Z., [redacted]
Store
    [redacted], Revdex.com