Macy's

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. | Omnichannel...

PresidentialOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### |  Fax: ###-###-#### | Email: [redacted] Hours: Monday through Friday 9:00am-5:00pm EST

July 23, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com complaint ID #[redacted]       Dear [redacted]j:  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 or inconvenience you may have experienced regarding this issue.When a Virtual Gift Card (VGC) is received via email, you have two options to redeem it.  You can either choose to print the barcode and bring it with you into a store to be redeemed, or you may choose Redeem Now, and use it toward an online purchase using the gift card number and security code provided.  Our records indicate the order for the VGC you were attempting to redeem was placed on December 30, 2015.  I was disappointed to learn of your experience in opening your email message and ability to access your VGC.  Please note that this is not indicative of the level of service, we want our customers to experience.  I thank you for taking the time to bring this matter to our attention, as it allows us an opportunity to learn of areas in which we can improve our service quality.  I was pleased to find that on July 20, 2016, during your telephone conversation with a representative, the VGC was successfully reissued to you by email.  [redacted]j, thank you for bringing this matter to our attention and allowing me an opportunity to respond.  If you have any questions, please do not hesitate to contact me at the telephone number listed below.Sincerely,Alison G.Macy’s Executive Office###-###-####cc: [redacted], Revdex.com

May 24, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the Better...

Business Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. In researching this matter, I found that your billing statement for the period ending July 26, 2015, had a $22.50 balance with a $22.50 minimum payment due by August 26, 2015.  We did not receive a payment by this date and your account was charged a $22.50 late fee and a $2.00 interest charge in accordance with the terms of the Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending August 30, 2015, had a $47.00 balance with a $47.00 minimum payment due by September 26, 2015.  When no payment was received by this date, your account was charged a $2.00 interest charge and a $38.00 late fee.  The billing statement for the period ending September 29, 2015, had an $87.00 balance with an $87.00 minimum payment due by October 26, 2015.  On October 1, 2015, we received your $26.50 payment when you spoke with a representative, who also credited a partial late fee of $22.50.  However, since the payment did not satisfy the minimum payment due of $87.00, another late fee ($37.00) and interest charge ($2.00) were assessed to your account.  On December 2, 2015, I found that a collections representative removed a total of $76.00 in late fees and a $2.00 interest charge as a courtesy.  On January 21, 2016, another $37.00 late fee was removed as well as a total of $4.00 in interest charges.  I also found that on April 9, 2016, during your phone call, a customer service agent removed a total of $149.00 in late fees and $12.58 in interest charges.  I have included the statements from the period ending July 26, 2015, through April 29, 2016, for your reference and as of the date of this letter, your account is open with a credit balance of $6.00.  Additionally, we have cleared our internal record of the delinquency associated with this issue since the delinquent balance consisted entirely of fees.  We have requested that the credit reporting agencies update their records and delete any history of delinquency for the time period of August 2015 through March 2016.  Kindly allow the agencies approximately thirty (30) days to make the necessary corrections to update their records.  This letter will serve as confirmation of our request.  [redacted], your continued loyalty is important is important to us, as well as appreciated, and I am sorry this problem was not resolved sooner.  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 C.Macy's Executive Office###-###-#### Extension [redacted]Enclosures /mailed May 24, 2016cc:  [redacted], Revdex.com

02/11/2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com re: Revdex.com Compliant ID ([redacted]) Dear [redacted]: I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to her satisfaction. Based on this information, Macy's considers this matter closed and resolved. Thank you, cc; [redacted] Steven A. « Presidential Liaison « MCCS Executive OfficesMacy's Corporate Services, Inc.9111 Duke Blvd, Mason, Ohio 45040Phone: ###-###-####  Email: [redacted]Hours: Monday through Friday 9:00am-5:00pm EST

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 satisfactorily. Thank you,Macy's Executive Office

Hello, [redacted] covers all third party seller refunds. The AtoZ claim information can be found clearly on [redacted]com which it does state it is covered. In addition, we did contact [redacted] directly and they confirmed the refund. [redacted] also has the ability to track email communication between sellers and buyers and they can also confirm an email was sent to your [redacted] email account.  Please contact [redacted] directly if you need further clarification please contact [redacted] directly as the AtoZ claim has been resolved. [redacted] Thank you

Hi, my name [redacted]  I like to close my case please I figure out everything my self and take care problem I never have any help from Macys and I don't care anymore one of my product was return back to them so they credit me back I can tell you only one thing I will never ever order anything from Macy's and they have horrible customer service. Thank you for your help Revdex.com and now you can close this case.Thank you, [redacted]

Revdex.com:I find it very disturbing that I had to realize this happened and address this issue with you when you apparenlty had knowledge of YOUR error.  You should have been proactive and reached out to the affected customers.  Instead, I suffered anxiety over my credit score dropping from 841 to 707 for this reason soley.  I will be canceling my Macy's credit card now that the issue has been resolved.    
Regards,
[redacted]

March 02, 2017[redacted]Re: Revdex.com ID #[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. I apologize for the delay in responding to your concerns and for any inconvenience experienced after purchasing your sectional. I am also sorry to advise that we are unable to reinstate your WorryNoMore extended warranty that was removed in error. WorryNoMore is a third party company with their own policies and procedures that we have to follow. Unfortunately, WorryNoMore will not approve your request regarding the warranty.Additionally, we are unable to approve an inspection or exchange, as we no longer offer long distance delivery or furniture services in your region. However, I understand this is not your fault and an inconvenience. As an accommodation, I would like to offer you a [redacted]% adjustment on the sectional. A refund in the amount of $1821.12, tax included, for the defective sectional in your home.  The refund will be issued to your [redacted] that ends in [redacted].  If this credit card is no longer valid, please contact me directly to provide a valid credit card number, or a check can be requested.[redacted], we appreciate you allowing us the opportunity to respond to your concerns.  If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below. You may also reply by email.  My email address is [redacted].  Sincerely,Angela L.Macy's Executive Office###-###-####  Extension [redacted]

February 27, 2017[redacted]Re: Macy's [redacted] Account Ending in [redacted]Better Business Complaint ID | [redacted]Dear [redacted]:I am in receipt of your additional comments forwarded to us by the Revdex.com. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please be advised, as we have conducted a thorough review of your complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged. Should you present us with any new information to research, we would be happy to review it.[redacted], thank you again for bringing this matter to our attention and giving me the opportunity to respond. If I can be of further assistance, please do not hesitate to contact meat the telephone number listed below.Sincerely,Nancy M.Macy's Executive Office#-###-###-#### Extension [redacted]cc: [redacted]The Revdex.com[redacted]This is an attempt to collect a debt and any information obtained will be used for that purpose.[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

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 received a voicemail from the business, but was unable to clearly hear the message, and noted that my account had been credited the amount requested.  I thank the Revdex.com for its assistance, as my correspondence to the company had been ignored until your intervention.
Sincerely, [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 received a ridiculous response from [redacted] outlining the charges on my bloomingdales account that did not address my issue. 1. The 2.00 interest charge that you so eloquently break down was not disclosed to me at the time I zeroed out my account, so your own employees don't know theses rebukes that you say are in the credit card agreement. To the contrary, I was told when I ASKED that he account was settled and that there would be NO additional charges, and then you go and place the additional finance charge on my account anyway and report the 2.00 monthly charges which continue to accumulate to my credit report. Your response is the reason why so many consumers hate Macys. If you can see no fault in a policy that your own customer service is unaware of then you are just as bad. So glad I closed out your account. There are too many other great options.  
Regards,
[redacted]

June 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
       Macy's 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 in this office I was asked to
address your complaint on behalf of Department Stores National Bank.  I appreciate the time you took to send us
your feedback on your experience with returning your Macy's online
purchases.  Although I was unable to
reach you by phone, I was able to leave you a message on June 12, 2015.
 
I
was disappointed to read that your email inquiry of May 3, 2015, was not
responded to in a timely manner.  Please
accept my sincere apology for any frustration or inconvenience you may have
experienced.  For future reference, the
best telephone number to contact Macy’s Customer Service is on the back of your
Macy’s credit card and on the top right corner of your billing statement.  By calling ###-###-####, you will reach our
professional and knowledgeable Customer Service associates, who will make sure
that your questions and concerns are addressed and resolved efficiently.
 
Our online return policy is that you may return items
either by mail or to one of our store locations for refund, credit, or
exchange.  While items can be returned at
any register in our store, there may be instances when an item needs to be
returned in a specific department to verify the merchandise price or product
information.  From your complaint, it
appears that the ring you were returning fell into this category.  Please accept my personal apology for any
frustration or inconvenience you may have experienced in returning this item. 
 
[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 below.
 
Sincerely,
 
 
 
[redacted]
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.   My  name is [redacted],   I was contacted by Macy's regarding this complaint and they did offer to refund me my purchase price for the mattress and I accepted the offer which was very fair and the representative was also very understanding.   I not only accepted the offer, but will re-instate Macy's as my store of choice.  All is well now, thank you for your help in this matter. 
Regards,
[redacted]

[redacted]   [redacted]
November 12, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macys
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. 
I
apologize for any frustration you may have experienced in trying to resolve
this issue.  The service you describe is
not indicative of the quality customer service we strive to provide.  Macy's expects each facet of its operations
to meet exceedingly high levels of service. 
Your feedback is critical as it assists us in truly understanding our
customer's experiences and directs our attention to areas in which we can
improve our service quality. 
For
clarification, our calls are intended as a courtesy to remind customers of a
recently missed payment, and are also an opportunity to assist our customers
with maintaining a good payment and credit history with us. 
I
reviewed your account and removed the $24.14 late fee and the $2.00 interest
charge as a courtesy to you.  These
adjustments will be reflected in your next billing statement.  As of the date of this letter, your account
balance is $10.56 due by December 4, 2015.
[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 call me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

March 31, 2017 [redacted]  [redacted] Re:  Revdex.com – ID #[redacted]        Macy’s [redacted] 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.  Thank you for the courtesy you and your son, [redacted], extended during our telephone conversation on March 17, 2017.  This letter is to confirm our discussion.  Please accept my sincere apology for the level of service you expressed receiving while speaking with our associates.  It is not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable associates, so that all of our customers’ questions and needs are addressed and resolved efficiently.  The information you have provided has been forwarded to the appropriate parties so that they may address this issue directly with the associates.  Please note that due to privacy and employment laws, we are unable to provide more details about any action that may be taken with these associates. As I explained, our security procedures were followed as a precaution to confirm your identity, which required you to speak with a credit representative and verify specific information before further purchases could be approved using your new Macy’s [redacted] account.  When, as you stated during our telephone conversation, you were not able to correctly answer all the verification questions, a security block was placed on the account, and a letter was sent on March 14, 2017, to the billing address we have on file.  The letter will provide a phone number for you to contact us and provide additional verification.  [redacted], while I regret any frustration or inconvenience this issue may have caused you please be assured that our efforts to confirm your identity were an attempt to protect the security of your account.  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       Customer Service Manager

[redacted]
[redacted]   [redacted]
January 6, 2016
[redacted]
Re:       RevDex.com complaint...

#[redacted]
            Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank:
Contact Date(s) With Customer:  December 30,
2015
Complaint
Summary:  [redacted] returned a mattress in October
2015.  She requested a credit balance
refund on November 3, 2015; as of December 1, 2015 she still has not received her
check.  [redacted] wants the refund check
in the amount of $931.50.
Resolution:  We contacted
[redacted] and she has received and cashed the credit balance refund as of
December 30, 2015.  As a gesture of
goodwill, we sent her a gift card in the amount of $50.00 under separate
cover.  She was pleased with this
resolution. 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

Dear [redacted]:I am writing in regards to your Revdex.com complaint Id # [redacted]. Please accept our apologyfor the delay in our response. I would be happy to assist you with placing an order and honoring the pricefrom our July sale. I left you a voicemail with my direct number,...

at your convenience please return my call so we can furtherdiscuss and resolve your concerns.Sincerely,Sharon W.Macy's Executive Office###-###-####

Hi [redacted], I am in receipt of your Revdex.com complaint ID: [redacted], concerning the WorryNoMore extended protection Great Give Back Feature. The consumer is located in [redacted]. Due to the time difference I am trying to reach him via email address on the complaint. We have offered to...

refund the cost of the WorryNoMore extended protection plan in the form of a Merchandise Only Certificate or a check. I have not received a response from the consumer. We will continue to reach out to resolve this matter. Thanks, Macy's Executive Office

May 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of the...

complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   Per the DSNB Credit Card Agreement, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum interest charge is $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.  My review of this matter found that all interest was correctly charged to your Macy’s account in accordance with the Credit Card Agreement.    Applying this billing policy to your account referenced above, the $2.00 interest charge that appeared on the billing statement for the period ending May 12, 2017, included interest for the funds loaned to you between the last bill date of April 11, 2017, and the date (April 19, 2017) that your $33.85 payment was applied to your account.  As a courtesy to you, the $2.00 interest charge was removed on May 17, 2017.    I apologize for any confusion that may have occurred with the email confirmation you received regarding the closing of your account.  As of April 19, 2017, per your request, your account was closed and currently has a zero ($0.00) balance.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com