Macy's

[redacted]   [redacted]
 
 
 
September 18, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:    Revdex.com ID #[redacted]
 
Dear
[redacted]...

[redacted]: 
 
I am in receipt of your
complaint filed with 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 accept my sincere
apology for any frustration you may have experienced. 
 
My research shows when you spoke
to an associate on August 16, 2015, to make a $79.61 payment, an error occurred
and the payment was returned by your bank unpaid and your account charged a
$25.00 late fee.  As a courtesy to you, I
have submitted the appropriate adjustments and they should post within the next
one to two billing cycles leaving you with a zero ($0.00) balance.  In addition, I can confirm we closed your account
as you requested on September 2, 2015. 
 
[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.  I am sorry to hear that this matter caused
you to close your account and hope that you will allow us the opportunity to
mend our business relationship.  If I can
be of further assistance, please contact me at the telephone number listed
below.
 
Sincerely,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted], Revdex.com

[redacted]I wanted to let you know that this case against Bloomingdale’s/Macy’s can be closed being that Bloomingdale’s has contacted me directly and my account has been credited accordingly.Thank you and take care  [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. 
After my late father and I being black card holders since 2008, I expected Macy’s to at least provide a gift card after this awful, and embarrassing experience. The corporate office simply stated they would ensure they would speak with the employees about this specific matter. This will be handled as a simple slap on the wrist and they will continue to deliver poor customer service. I cancelled our Macy’s account and will never shop at Macy’s or Bloomingdales ever again. I live in [redacted], there are plenty of stores to choose from. This is the company’s loss, not mine. 
Regards,
[redacted]

[redacted]   [redacted]
*
January 27, 2016
[redacted]
Re: Revdex.com ID
[redacted]
      Macy's account ending [redacted]
Dear
[redacted]...

[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 on behalf
of Department Stores National Bank. 
Thank you for the courtesy you extended to me during our telephone
conversation on January 20, 2016.  This
letter will confirm our discussion.
I am
sorry that your payment of $2,798.47 was not applied to your account when received,
and that you had to send proof of payment to our Billing Adjustments
Department.  The most common reason a
payment does not post to an account is lack of information on money orders,
often times partial account numbers are present and they cannot locate the
account to match the payment to.  Upon
reviewing the information you provided, your payment was applied; and will
appear on your January 2016, billing statement. 
The account has also been credited interest charges totaling $172.41,
$150.00 as gestures of goodwill from previous managers and the monthly payments
that auto drafted from your banking institution; your account currently has a
credit balance of $408.97.  As discussed,
I have requested that the credit balance be credited electronically to your
banking institution which brings the account balance to zero ($0.00).
Your
continued loyalty is important to us, as well as appreciated, and I am sorry
this matter wasn't resolved sooner. 
Regrettably, as requested I have closed your account.  If I may be of further assistance please feel
free to contact me at the telephone number listed below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted], Revdex.com

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. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left her several messages regarding her concerns. To...

date, I have not had a response back from [redacted].Based on the above, Macy's considers this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Dear [redacted]k, 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 you received while requesting a price adjustment for your order # [redacted]. Upon your request we have rerouted the order back to us and replaced it with a new order # [redacted]. Once we receive order # [redacted] credit will be issued back to you. As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [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.  Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

Yes, correct we received it back and it did not adhere to the stated return policy on the packing slip and on our website. It was used and covered in some sort of animal hair. This item could not be resold in this condition. The return and the package was refused and returned back to you, the buyer....

It was an unacceptable return and that is why no refund was issued and costume returned. Thank you

[redacted]   [redacted]
 
 
August 3, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted]-closed
 
Dear
[redacted]: 
 
I
am in receipt of your additional concerns filed with the Revdex.com
which was forwarded to Macy's Executive Office. 
As a liaison in this office, and because I am familiar with your file, I
was asked to review and respond to you on behalf of Department Stores National
Bank. 
 
First,
I would like to sincerely apologize that I misspoke in my previous response and
a thirty (30) day delinquency was in fact reported for July 2015.  I am truly sorry and want to assure you that
on July 29, 2015, I cleared the delinquency from our internal records and
requested that [redacted], [redacted], and [redacted] delete the delinquency from
your credit bureau report. Please allow
the agencies approximately 7 to 10 days to make the necessary corrections to
their files.  Until then, this letter
will serve as confirmation of this request. 
 
It
is not Macy's practice to compensate for a situation such as this; therefore, I
must respectfully decline your request for a $1,000.00 cash payment.  However, as a gesture of goodwill and in
hopes you will allow us the opportunity to renew your faith in Macy’s, I have sent,
under separate cover, $50.00 gift card, mailed to your address, for you to use
on your next purchase.
 
[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,
 
Janice D.
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. 
Regards,
[redacted]

February 22, 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, which was 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.  I sincerely regret any
frustration you may have experienced regarding your Macy’s account. 
According to the Department Stores National Bank 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 monthly interest charge is $2.00.  Applying this billing policy to your Macy’s
account, the $2.00 interest charge that appeared on your June 18, 2015, billing
statement was interest assessed between the bill date of May 18, 2015, and May
26, 2015, when your past-due payment of $37.00 posted to your Macy’s account.  Interest charges and late fees continued to
be applied in subsequent months, ultimately reaching a balance of $61.76.  All of the fees were removed on January 11,
2016.  However, an excess $13.06 was
adjusted in error, which I have corrected. 
Your account now has a zero balance. 
This letter will also confirm that your account was closed at your
request on October 23, 2015.  In
addition, we have removed the delinquent payment history from our records
related to this situation and instructed the credit agencies to update their
records as well.  Please allow 7-10 days
for the agencies to respond to our request. 
Thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
any additional assistance, feel free to contact me at the telephone number
listed below. 
Sincerely,
Michael
J.  
Executive
Liaison 
###-###-####
Extension [redacted]
cc:
[redacted], Revdex.com

July 12, 2016   [redacted]
[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 Better...

Business Bureau, 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 (DSNB).   In reviewing your account and the details you provided in your complaint, I found that your account was closed on December 13, 2015, due to non-payment.  Although your account was closed, you had an outstanding balance in the amount of $281.98 which continued to accrue interest and late fees as it remained unpaid.  As shown on your statement for the period ending February 11, 2016, we received your payments totaling $164.21, and because we removed fees on your account totaling $113.00, your account was at a zero ($0.00) balance until your billing cycle.    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, and interest will appear on the following billing statement.  Applying this to your account, on February 11, 2016, your bill closed with a $2.77 interest charge for the billing cycle as a result of the loan provided to you between January 13, 2016 and February 8, 2016.  Although the interest was charged correctly, as a courtesy to you, on April 13, 2016, we removed charges totaling $6.77 and to date, your account remains closed with a zero ($0.00) balance.  I have enclosed a copy of the DSNB Credit Card Agreement for your review, which outlines our billing policies regarding interest and late fees.    In regards to your receipt of billing statements, I have also enclosed copies of your statements for the period ending November 16, 2015 through May 13, 2016, for your review.  You enrolled your account in paperless statements on January 7, 2015.  Our records indicate your billing statements were sent and opened via email at [email protected] on the dates show below:   Date Statement Emailed Date Email Opened 11/16/2015 11/16/2015 12/16/2015 Not Opened 1/16/2016 1/16/2016 2/15/2016 2/15/2016 3/16/2016 3/16/2016 4/15/2016 4/15/2016 5/17/2016 5/17/2016       As a credit provider, we have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies.  My review of this matter found all reporting to be accurate; however, I have updated your credit file to reflect “customer disputes reporting.”  Respectfully, I am unable to clear the derogatory information from your credit file, as you requested.  If I may be of assistance to you in another matter, please contact me at the phone number listed below.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com

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.   As previously stated, these inquiries are inclusive of other dates that begin in June of 2016. When contacted by Macy's, it was not at a time that we agreed upon. I never heard anything further and anticipated another call. Please call me at your earliest convenience to discuss this.  
Regards,
[redacted]

December 15, 2015
[redacted],
We
are in receipt of complaint ID #[redacted] regarding the customer's furniture
replacement issue through [redacted]. We contacted the customer and were advised
by him that the issue had been resolved with [redacted] and they were approved for
the...

replacement of his damaged furniture. At this time, Macy's will consider
this matter closed.
Thanks,
Macy's
Executive Office

February 23, 2016[redacted]Cincinnati Revdex.comDear [redacted]: I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to his concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left...

him a message regarding his concerns. I have informed [redacted] that his credit card has been refunded in the amount of $83.46. This amount should have already posted to his account. We have responded to all concerns and consider this complaint closed. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

January 18, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted]   Dear [redacted]:   We are in receipt of the...

complaint filed by Haiyun Hou on your behalf 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.  Because this is an individual account in your name only, I am addressing my response directly to you.   In researching your account, our records confirm on May 24, 2016, you made a jewelry purchase with a twelve (12) month deferred interest promotion.  On August 23, 2016, the balance was withdrawn from your checking account in the amount of $2,171.98.  On September 8, 2016, you requested to reverse the payment and informed the representative that you will continue to pay monthly.  The balance was added back to your account, but it was processed incorrectly and did not defer the interest monthly.  I sincerely apologize for this error and any frustration or inconvenience it may have caused.   I am pleased to inform you that on January 17, 2017, I have corrected the account jewelry purchase balance of $1,230.00 and placed this amount back on the deferred interest plan.  As a reminder, this balance will need to be paid in full by May, 24, 2017, to avoid paying the interest when the promotion expires.  We have also credited your account $119.34 in interest charges and $27.00 for the return check charge.  As of the date of this letter, your account balance is $1,447.50 with a minimum payment of $55.98 due by February 4, 2017.  Please note that your revolving balance ($217.50) is subject to interest when you carry a balance from month to month.  You can avoid being charged interest by paying your account balance in full every month by your payment due date.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  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

February 1, 2018   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s coupon exclusions   Dear [redacted]:   We are in receipt of your complaint filed with the Better...

Business Bureau and forwarded to Macy’s Executive Office. As a liaison, I was asked to review and respond to your inquiry. Please accept my sincere apology for any inconvenience this situation may have caused. I was disappointed to learn of the difficulty you encountered when trying to use a coupon and for the level of service you described receiving from a Credit Customer Service associate.   Macy's is a company known for having great sales, promotional events, and updated assortments. We work hard to deliver high-quality products at an excellent value. While we offer a wide range of merchandise in our stores, some brands and items are not included in our coupon offers. We understand this may cause some disappointment when a customer would like to buy an item not covered by a coupon.   As you noted in your complaint, the coupon exclusions state that it “Excludes All…athletic clothing/shoes/accessories.” The Nike® sweatshirt you wanted to purchase is a part of that category. While we understand your frustration, we are unable to offer you the discount or store credit you requested.   Thank you for allowing me the opportunity to respond. I understand that this is not the resolution you were seeking but hope you can understand our position although it may differ from yours. In order to ensure the efficiency of operations, it is necessary to maintain and adhere to specific policies and procedures so that each of our customers nationwide receives fair and consistent treatment. We hope you will allow us the opportunity to exceed your expectations in the future. If I may be of additional assistance on another matter in the future, feel free to contact me at the number shown below.   Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

January 22, 2017  [redacted]  Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  I do apologize that you have not yet seen the credit post to your [redacted] account. There was a system error in our latest attempt. You should indeed view the credit within 10 business days. Thank you for allowing me to address this issue and for your courtesy when we spoke. In respect and consideration I am sending a Macy's gift card in a plain white envelope. Please do not hesitate to contact me if there are any further questions. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]   December 1, 2016   [redacted]   Re:   Revdex.com, Complaint ID [redacted]         Macy's account ending in [redacted]   Dear [redacted]...

[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.   I was disappointed to learn of your poor experience with our Customer Service Department and the lack of follow through you describe; we strive to uphold the high level of customer service you've come to expect at Macy's and this experience certainly conflicts with that mission.  Be assured the appropriate feedback has been shared with our Customer Service Management Team for further coaching and agent development.   In reviewing our records, I found that your in-store return of the [redacted] sandals on November 11, 2016, was successfully refunded to your Macy's account in the amount of $32.05.  It appears that this resulted in a Credit Balance on your account for the same amount, and I have requested a Credit Balance Refund Check to be sent to you for $32.05.  We have mailed this check via the United States Postal Service; and you will receive it shortly.   For future reference, we offer online credit servicing options for your Macy's account on a site accessed via macys.com.  On our Credit Servicing Site, you may request credit balance refunds, make payments, and much more!  For more information about these options, please visit macys.com/account/profile.   Thank you for bringing this matter to our attention and allowing me the opportunity to respond to your concerns. If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy's Credit Customer Service Management

12/5/2016Dear [redacted],We have received a reply from Macy's Michael M.  We have received a reply from Macy's Michael M. stating our check will be delivery tomorrow via [redacted]. (On the telephone 11/29/2016, he stated that we would have all our money by the weekend). We will accept this under the following conditions: This check must complete a full refund of the furniture as he stated and deliver by 12/6/2016.Also, we are requesting that he increase the amount of Merchandise Only Certificate to $300.00.  We paid taxes only for the merchandise. The Merchandise  Only Certificate must be received by Friday, 12/9/2016. Sincerely,[redacted]

July 20, 2016     [redacted]
[redacted]   Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted]   Dear [redacted]...

[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.  Please accept my apology for any concern this situation regarding your Macy’s [redacted] account may have caused.    My review of your account confirmed that, as requested in your complaint, all interest charges were previously removed from your Special Event payment plan, which brought your account to a credit balance of $53.20.  That amount was refunded to you on July 6, 2016, bringing your account to a zero balance.  Also, be assured that this matter had no negative effect on your credit report.  Your account was closed on June 27, 2016, at your request.   [redacted], we appreciate this opportunity to respond.  If you have a question concerning 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