Macy's

July 8, 2016[redacted]
[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, which was 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 apologies for any concern this supply issue may have caused you. Since our inception in 1858, Macy's has been committed to providing the highest quality products and service possible, and we sincerely regret the earrings you purchased were less than this caliber.   I reviewed the transaction history on your account and found that the final price you paid for these earrings (after price adjustments and coupons) was $182.68 (after tax,) copies of your original receipts are enclosed.  For your convenience, I have taken the liberty of applying this amount as a credit to your Macy’s account; you will no longer need to present your letter or receipt to a store associate as you will find this credit on your next billing statement.  We hope that you allow us an opportunity to continue to serve you as a customer and that you will agree that this incident does not reflect the overall quality of our fine jewelry program.  We welcome the opportunity to help you with future jewelry purchases with the promise that we will forever stand by our products. If I may be of further assistance to you, feel free to contact me at the telephone number listed below.Sincerely,Stephen C.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc:  Ms. Tina Geers, Revdex.com

Dear [redacted], We are in receipt of Revdex.com complaint ID [redacted]. I have spoken with a gentleman twice at the number provided and I am told this is an incorrect number. I have also sent an email to the email address provided but I have not received a response. After further review the customer...

had filed his complaint with the Revdex.com before ever contacting Macy's. The day after the complaint was filed we were contacted and all of his issues were resolved at that time. Due to this, we are considering this matter as resolved satisfactorily. Thank you. Sincerely, Yvonne F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

May 06, 2016  [redacted], We are in receipt of complaint ID #[redacted] regarding the customer being out of return and re-select time frame policy under her worry no more claim. We contacted the customer and extended the offer for 30 days for her to return and re-reselect new furniture....

At this time, Macy's will consider this matter closed. Thanks, Sincerely, Macy's Executive Office ThanksGeeta C. | Omnichannel Presidential CorrespondentPhone: ###-###-#### |  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 do not accept because yet again Macy's has failed their promised to refund me. They said it would be sent within 10 business days, but it is now 1/11/17 and I have not received it.This is unbelievable and simply the worst customer service I have ever even heard of. 
Regards,
[redacted]

January 5, 2016
[redacted]
[redacted]
[redacted] 
Re:  Consumer Financial Protection Bureau – Case
#[redacted] 
        Revdex.com ID [redacted] ...


        Macy’s [redacted] account ending
in [redacted] 
Dear [redacted]: 
We are in receipt of your
complaints filed with both the [redacted] and the
Revdex.com, which were 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.  Please
accept my sincere apology for any inconvenience or frustration you may have
experienced regarding your Macy’s account referenced above. 
Be assured that the service
you described is not typical of the level of quality customer service that we
strive to provide and the Bank does not participate in fraudulent or unethical
business practices of any kind. 
My research into this
situation confirmed the following –
September 13,
2015 - You made a payment of $650.00 in the [redacted] store.  Due to an associate error, the funds were
withdrawn from your bank account two times, but your Macy’s account referenced
above was credited with only one payment. 
October 30, 2015 -
A refund of $650.00 was sent to you from your account in order to reimburse you
in a timely manner for the second withdrawal of $650.00.  Meanwhile, an account adjustment for that
amount was being processed.  December 7, 2015 -
The adjustment of $650.00 noted above was applied to your account. At this
point your account payments were correct and you had been refunded the excess
withdrawal from your bank.  However, on
December 17, 2015, we received notification from your bank that they were reversing
the $650.00 payment of September 13, 2015, made with check #[redacted], as an
unauthorized debit.  The payment was
reversed and will be shown on your statement for the period ending December 21,
2015, along with a returned check fee of $27.00.  As a result, we went from receiving two $650
payments to receiving no payments.  As of the above
date, we have applied a credit of $650.00 to your account.  Please accept it as a gesture of our goodwill
for the delays that followed the initial error by the sales associate.  I also removed the returned check fee of
$27.00. 
I appreciate your taking the
time to bring this matter to our attention and giving me the opportunity to
respond.  I again offer our apology for
the length of time it took to resolve this matter.  If I may be of further assistance, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted]
       [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.

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] [redacted]

July 14, 2016     [redacted]
[redacted]
[redacted]   Re:   Revdex.com, Complaint ID: [redacted] Macy’s [redacted] account ending in [redacted]    Dear Ms. [redacted]:    I am in receipt of your...

complaint filed with the 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 on behalf of Department Stores National Bank.  Please accept my sincere apologies for any frustration this may have caused you.   It was disappointing to hear of the customer service issues you describe in your complaint, as it is not indicative of the quality customer service we strive to provide.  We expect each facet of our operations to meet exceedingly high levels of service and I regret the service that you received was less than this caliber.  Accordingly, I have forwarded your complaint and this letter to the appropriate parties to further address the parties involved.   I am sorry to hear your reaction to the emailed receipt you received on June 14, 2016.  In reviewing the details, I found a return was processed for an INC Sweater on this date.  I understand from your complaint that you did not process this return; however, keep in consideration it could have been a gift that was returned.  I am pleased to inform you that no purchases occurred on June 14, 2016, on your account and I am sorry this was not communicated to you previously.           I am pleased to learn that the final Customer Service Representative you spoke with was pleasant and closed your account at your request. Although we are disappointed to see you close your account, we appreciate your loyalty.  To confirm, your account was closed on June 14, 2016, and after your final payment of $47.42, the above referenced account has a credit balance of $16.04.  I have taken the liberty of sending this check to you, which will arrive under separate cover within 7-10 business days.      In regard to the late fee on your account, in reviewing your account activity, I found for the period ending May 17, 2016, you made returns totaling $66.21 and purchases totaling $233.81. Your billing cycle closed with a total new balance of $167.60, and a minimum payment due of $27.00 by June 13, 2016.  When we did not receive your minimum payment due by June 13, 2016, your account was charged the applicable late fee and interest charge.  I have enclosed your statements for the period ending May 17, 2016, and June 16, 2016, for your review.  Although this late fee was properly charged, we removed it for you as a courtesy on June 14, 2016. As you requested, our records have been updated to discontinue the mailing of all fliers and sale catalogues to the name and address listed above.  However, since our advertisements are prepared in advance and sent to the distribution facility, you may continue to receive previously scheduled mailings for up to 12 weeks from today’s date.  We regret any inconvenience this may cause.    [redacted], I appreciate you bringing this unfortunate situation to my attention and allowing me the opportunity to respond to your concerns.  Please accept the enclosed $50.00 in Macy’s Money Certificates as a gesture of goodwill for the events that occurred.  I hope you use these certificates to return to Macy’s as our guest.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed July 14, 2016   cc:  [redacted], Revdex.com Macy’s Customer Service Manager

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.]If Jake Sweeney go above and beyond on behalf of the customer. Those warranties that was offered me on 4/30/2016, would have been offered as three separate warranties not two. What was offered:          extended warranty  $3292.00,            sweeney shield       $2194.00The actual offered:1 extended warranty     $3292.00, 2. tire coverage            $1295.00  3. sweeney shield           $899.00 Why wouldn’t Jake Sweeney Chevrolet offered these warranties as three separate warranties?1.Because nobody in the right mine would say ‘I will take the paint coverage for $900.00.’Especially, if it, supposedly already on there.2.You can't return it as two set.3. don't even cover rock damage.4. I had the same thing done to an different car. they at least had the decency to take the car away.5. it was a piece of Shield alright. from your mine eye.If Jake Sweeney go above and beyond on behalf of the customer.why did the ‘$3292.00 extended warranty,’ only net me 29,131 miles for 5 years! (12,000 mile was under certified preowned vehicle)why? Why? I still have the paperwork. Jake Sweeney, Certainly was going above and beyond on behalf something, not me. If Jake Sweeney go above and beyond on behalf of the customer.Why did Jake Sweeney Not send me back $5550.00 on 6/8/2016. But Conveniently left out $363.09.Was $363.09 not my money also, did it not belongs to me. did I really have ask for my own money back, again! What if, I hadn't ask? Base on past experience from 4/30/16 and on, I expected this to happened.Can I really say with a straight face, that Jake Sweeney was looking out for me, the customer, in this regard?Now let's talk about, money lost (At this time Jake Sweeney has already lost a net total of 63.09 in canceling the products that Mr [redacted] accepted at the time of delivery.)I bought a $20,000 Car! You tired a stick me with $5872.00 in what I perceive as worthless warranties, at the time of purchase. (29,131 miles for 5 years!) don't get it mixed up. I have the paperwork, don't forget that.Because this car is a certified preowned vehicle, I have a two year free Oil Change at Jake Sweeney Chevrolet, and also I have 1 year 12,000 warranty coverage at Jake Sweeney ChevroletBased on my experience at Jake Sweeney Chevrolet. I wouldn’t bring this car back here to get wash, let alone for something necessary. I won't get the time or money back that I had invested in this headache. Over a month and  countingI talk to other establishment concerning this process. Didn't take no time to get the money from the bank. $363.09 is not returned as of yet.

Revdex.com: Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], the refund has been credited to my account but the resolution is not satisfactory to me because Macy's sent a delinquency letter to the credit bureau and that can affect my future credit rating. How can I resolve this so it does not impact my credit rating?
Regards,
[redacted]

Dear [redacted], I am in receipt of complaint ID [redacted] for [redacted]. I have confirmed with [redacted] that all of the issues in her complaint have been resolved to her satisfaction. Based on this information, Macy’s considers this matter to be closed and resolved. Thank...

you Kristin T.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax ###-###-####

Good Evening, my complaint #[redacted] has been resolved via Macy's directly, no further action required. Please advise on where I need to direct this if this is not the right way.

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.  
The evidence I had to provide to my credit card company from the wrongful charges Macy's continued to charge me are what got me my money back. My credit card company issued me a refund based on that evidence, Macy's did not issue the refund and did wrong by me in many ways and did not respond to me in a timely fashion. 
Regards,
[redacted]

We
have received Revdex.com Complaint ID [redacted] for [redacted] placed an
order and supplied us with a billing and shipping address that were both the
same.
After
further research we've discovered the address provided by [redacted] is not a
residence but is rather a freight...

forwarding business. Given that [redacted]
chose this business to act as her agent and on her behalf, any responsibility
for a missing shipment must be resolved solely between that same business and
[redacted]. We suggest [redacted] follow up with the company associated with the
address she provided on the order to locate her shipment.
Based
on the above, we consider this issue closed. Thank You,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.  I did miss a call and tried to reach the corporate number and left her a voice mail. This issue is not resolved and don't know how she could come to that conclusion without returning my call and speaking with me. The credit mentioned was given prior to the ordeal with my receipt of the hardware. This is two separate issues. Please do not close the complaint until I have been spoken with directly on the phone or in person.
Regards,
[redacted]

[redacted]   [redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       RevDex.com ID...

[redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint filed with the Revdex.com
and forwarded to Macy's Executive Office. 
As a representative of this office, and because I am familiar with your
file, I was asked to review and respond. 
I apologize that my original letter did not adequately address your
concerns and you experienced a similar issue with your subsequent store visit
on November 27, 2015. 
In
our previous response, we advised that a debit card can be used either as a
debit card or a credit card when using it at a store register.  When you insert the card in the device, to
process the transaction as “Credit”, the Green Enter key must be pressed
without entering a PIN and you will be prompted to enter a signature. 
[redacted]
[redacted], I will request the Store Manager to address the Associates, so they may
understand how to assist customers wishing to use the credit option on their
bank debit cards.  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
       Store
Manager

I am contacting you as your name is on the file information for my complaint.  There have been new developments and I wish to update and amend my claim. I was contacted on 7/10/2017 by Angela .L. in Macy’s executive office.  I called her back three times during the week and...

never received a return call.  On Friday, 7/14/2017, I received both email and automated phone communication that I would be receiving a delivery on Sunday, June 16, 2017.  I was told delivery would be from 12:30-2:30pm.  I also emailed Macy’s customer service to confirm that a Sunday delivery was scheduled.  I received email confirmation on this. I was at my home all day and NO delivery came.  NO phone call was made to my home letting me know anyone was late, that there was any problem, rather I received a phone call at 2:15pm for an automated survey on my delivery experience.  Again, there was NO DELIVERY MADE.  I stayed home specifically on a Sunday in the summer to receive my delivery. I reached out to Macy’s Furniture and delivery customer service and explained that no delivery was made and for the thousandth time asked where is my order.  I received an email this morning that they are contacting the warehouse and I will be notified in 7-10 business days.  I am sorry, I have waited long enough. I now wish to have a brand new sectional couch delivered within one week, or I wish to have a refund of my original order in the amount of $3,860.54 sent to me.  I have sent letters to the Macy’s corporate offices detailing the time line and asked for the same as above. You can reach me by this email address. Thank you for your assistance,[redacted]

I never  a bill for July, 2016. I called your office and no answer. I sent a letter today to your Cincinnati office.  I am so angry at the way I have been treated with your store. I have not been able to use my crd(s) in a year. .  I want a completed explaination. I will not pay any late fees for July and  August which has not been received as well.

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.  This incident happened almost a year ago and the Business expect me to still have the cards and paperwork? I don't think that is very reasonable. For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]

Dear [redacted]:
Thank you for your recent correspondence regarding
your Macy's furniture sales check #[redacted].
I understand that when the merchandise was delivered,
there were issues found that we sent a service technician to repair. Per the
service technician's report, the chair was repaired to manufacturer standards.
Unfortunately, the preference period is not extended due to this as it was
repaired and the damage is not the reason for the return.
As you are truly unhappy with your purchase, I have
authorized a preference return. Please be advised that you will not be refunded
your delivery fee and will be subject to a 15% restocking fee. Your return
sales check number is #[redacted]. Please be advised that these fees cannot be
waived as policy has already been overridden to approve the return. Upon return
of the merchandise to our warehouse, a credit in the amount of $1,802.69 will
be processed to your original form of payment.
If you are reselecting new merchandise, please provide
the return number to your sales associate and they will coordinate the pick-up
of the dining set in your home with the delivery of your new set. If, you would
like to return the merchandise with no reselection, you may contact our
customer service department at ###-###-#### and reference the return number.
They will be happy to schedule a date for pick-up.
Sincerely,
Jennifer C.
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.  For the past 60 days I have been told that I was to receive my refund of $217. I show online that refund was issued on 11/12/15 from [redacted]. I was told that it takes 7-10 business days from that date for me to receive. I still have a refund of $16 that was issued on 11/3/15 that I have yet to receive. Until both refund check amounts are received by me via mail, this issue is not resolved. 7-10 business days from 11/13/15 should have my check delivered no later than 12/2/15. As of 11/18/15 I have not received either check
Regards,
[redacted]