Macy's

September 29, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]; replacement account number ending in [redacted]   Dear [redacted]:   We are in receipt of...

your complaint filed with the Revdex.com and forwarded to Macy’s Executive Offices, where as a liaison, I was asked to respond on behalf of Department Stores National Bank. Please accept my apology for any inconvenience this situation may have caused. While I would have liked to speak with you personally about your inquiry, my attempts to reach you were unsuccessful.   My research found that on September 22, 2017, you completed the additional verification steps with Macy’s credit area. This process was required to confirm that it was you, our actual accountholder, who was requesting a new card. Your replacement card, which has a new account number, has been sent. In addition, the hold on your account was removed and it is now available for your use, with a zero ($0.00) balance and a credit limit of $1,500.00.   The security measures were taken as a precaution to confirm your identity and are followed in accordance with our security policies, which are designed to protect you and your account from unauthorized use. While we are constantly working to improve our systems and policies, please be aware that you may encounter these circumstances again in the future, as each instance is considered individually.   [redacted], thank you for allowing me to respond to your complaint. Feel free to contact me at the telephone number listed below if I may be of assistance on another matter.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
June 24, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint #[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.  Thank you for the courtesy you extended to me
during our telephone conversation on June 22, 2015.  This letter is a follow up to our discussion.
 
I was happy to advise you
that we are reissuing the $50.00 gift card, which you should receive in 7 (seven)
to 10 (ten) business days, to address listed above as we discussed.  Please accept my apology for any
inconvenience this matter may have caused you. 
The issues you experienced are related to security measures we are
taking to prevent fraud in the use of older Macy’s gift cards.
 
[redacted], thank you again 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,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted],
Revdex.com

[redacted]   December 26, 2017  [redacted] Re:  Revdex.com Complaint ID #[redacted]        Store Experience 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.  Thank you for your courtesy during our phone conversation on December 19, 2017.  Please accept my sincere apology for any inconvenience you may have experienced with respect to the merchandise you attempted to return to Macy's [redacted].   As I explained, fine jewelry purchased in a Macy's store must be returned to a store for exchange or refund within 30 days of purchase in saleable condition with the original packaging and tags attached.  My research found the Jewelry Manager reviewed your bracelet and determined that it was no longer in saleable condition and there was no tag attached.  In addition, you were offered the “Worry No More” protection plan at the time of purchase, which you declined.  The product was not defective when purchased, and we have not received any complaints on similar items from other customers.  Because of these reasons, they declined to return or exchange the item, as is consistent with our policy.   [redacted], while I can certainly understand your frustration surrounding these events, we must adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  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]   [redacted] September 16, 2016 [redacted]
 Re: State of [redacted] Department of Consumer Protection Case File [redacted]      Revdex.com Complaint ID [redacted]      Macy's accounts ending in [redacted] and [redacted] Dear [redacted]:   I am in receipt of your complaint forwarded to us by the State of [redacted] Department of Consumer Protection and the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank. Thank you for your payment in the amount of $146.81, which posted to your account on September 9, 2016, to the account ending in [redacted].  The current balance of this account is $4,483.28, which includes your Special Event purchase from January 2015.  Federal regulations control how payments are applied to your account.  First, your minimum payment due is taken from your payment.  Then, any remaining amount is applied to the balance with the highest Annual Percentage Rate (APR).  Applying this regulation to your account, you had a minimum payment due in the amount of $146.81, on or before September 22, 2016.  Due to the APR rate being the highest on this Special Event account ending in [redacted], any excess payment would remain on this account.  The balance on the account after this payment is $4,483.28.  An interest fee in the amount of $99.81, accrued to the account on August 26, 2016.  We offer the option to allocate your payments between your different account types, however, your minimum payments due must be satisfied of the highest interest bearing account type first before any excess of the minimum payment due can be allocated.  To reallocate your payments, you would need to contact Macy's Customer Service after your payment has posted to your account.   In regards to your Macy's account ending in [redacted], we received your payment in the amount of $32.54, which posted to your account on September 5, 2016.  As of today's date the balance on the account is $999.74, with a minimum payment due by October 8, 2016, in the amount of $30.62.  This account is $99.74, over the allotted credit limit of $900.00.  I have enclosed your most recent statements of both of your account types for your records.  I confirmed that your statements were successfully sent out for both of your account types, and we have not received any return mail for the United States Postal Service.  Additionally, your accounts are not coded to receive electronic statements through an online profile.  [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I can be of further assistance on a different matter, please do not hesitate to contact me at the telephone number listed below.  Sincerely, Ebony M.Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc: [redacted], **. Department of Consumer Protection      [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 complain**  F1. I stand by the fact that I did not receive the email statements as my email search records to you prove.  I have just learned that my email was hacked into so the email statements probably do show that I received them and did not open them because they apparently were gone before I could get them. They did not go to my spam.2. The reason Macy's does not have a record of me updating my phone number in 2011 is because their records don't go back that far. I was told this by Peter in the office. I should not be penalized for Macy's error. I sent my billing statement in to Peter at his request showing that I wrote on the Nov.,2011 bill that the number was updated. When I learned last month that it never was I updated it again on June 2,2015.3. Macy's incorrectly added my daughter to the account as a joint user when she signed up as an authorized user. This again was Macy's error. Macy's does have the correct driver's license numbers but incorrectly signed her up as a joint holder. If they will look further back in their records they will see she was an authorized user only. 
Regards,
[redacted]

June 28, 2017   [redacted]   Re:  Revdex.com complaint ID [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. Please accept my apology for any inconvenience this situation may have caused and for the service you described receiving. While I would have liked to speak with you personally about this matter, my attempts to reach you were unsuccessful.   I contacted a Macy’s internet administrator about your inquiry and can confirm that your macys.com profile has now been deleted from our records. While the process may take 7-10 days to be completed, this letter will verify our actions.   [redacted], I 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

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 issue has not been resolved.  Macy’s sent the invoice to an address that does not exist.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
From a technical perspective  Macy's did not provide substantive validation  the February 2015  was successfully delivered or opened. Therefore my position and request Macy's correct the mischaracterization of  their 60 day past due reporting remains the same.  Macy's fails to recognize that just because they send an email it should be assumed that the intended recipient received it. That is not a reasonable expectation given they cannot provide technical evidence validating their assertion 100% of the time. Their belief that their exchange server is not capable of error and thereby subjecting customers to unreasonable financial punishment is not acceptable. I request Macy's escalate this matter to their legal team as My next inclination is to submit this matter for government regulatory compliance review.
Regards,
[redacted]

January 11, 2017[redacted]Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: This letter will acknowledge receipt of your recent inquiry addressed to the Revdex.com. Thank you for the courtesy when we spoke on...

01/10/2017.Please accept my apology for the disappointment you had with receiving credit for returns. I was able to review the orders in question and it appears credit has been issued for the 6 shirts 12/27/2016 on order number [redacted]. The credit was partially placed back to your [redacted] account and partially to a gift card. As we discussed, I am processing that gift card back to your [redacted] account.Upon review of the second order in question, order number [redacted], I do see that a request was issued to have the gift card funds transferred back to your original form of payment and I am checking on the progress and will update you.   I am also sending you a gift card due to your inconvenience.Thank you for bringing this matter to my attention and giving me the opportunity to respond. We hope you will consider this an isolated incident and continue to shop at Macy's. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]CC: [redacted]

[redacted]   [redacted]  [redacted]     November 11, 2016   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]   On behalf of Macys:   Contact...

Date:  November 3, 2016   Complaint Summary:  [redacted] states she attempted to return a vase that she received as a gift, which was originally purchased on April 19, 2013.  She did not have a receipt from the original purchase, yet saw online that it is still selling at the full price of $140.00.  The customer was aware of Macy’s return policy of offering the lowest selling price within the last 180 days without a receipt, yet the customer was taken aback when the register only offered her $49.99 for the item.  She states that the associate could not tell her when we had sold this item for 75% off.  The customer called the macys.com customer service department to inquire about this issue.  The customer explained she was aware we are currently selling the item online and in store for the full price of $140.00, and requested to know if the item had recently sold for the amount of $49.99.  The associate could not find that the item had been discounted within the last 60 days, and could not go back as far as 180 days to check the price history.  The customer requested to speak with a supervisor, and the call was disconnected after a ten minute hold.  The customer called back, and waited another twenty minutes for a supervisor, and once again the call was disconnected.  The customer was happy to accept a lower amount than the full selling price, yet was upset that no one could substantiate the $49.99 price offered at the store.     Resolution:   On October 24, 2016, I called the downtown Portland Macy’s Store Manager Kim L., and explained the situation.  I also sent an e-mail to her with all the details of the [redacted] Vase the customer attempted to return.  Ms. L. advised she would research the price history, and reply in an e-mail regarding the return price she would honor for the customer.  She stated that if the vase is in its original box and it is in resalable condition (with the UPC) we would be happy to take it back at the current regular price of $140.00.  On November 3, 2016, I contacted the customer to inform her that Ms. L. is willing to honor the full selling price as long as it is in resalable condition, and the customer confirmed the item had never even been taken out of the box.  The customer advised she is considering coming to Macy’s on Saturday November 5, 2016, to process her return, so I sent a follow up e-mail to Ms. L. to notify her team to be prepared for this return.  This resolves the customer’s concerns.   Sincerely,     Alison G. 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 have determined that this does not resolve my complaint.  My complaint is, instead of modifying the order prior to it's packaging or shipment you wasted manpower, (probably a 5 min. change), hours for not only Macy's but [redacted], the local post office and mine were wasted. You held my money throughout that time. All I asked for was to modify the payment type to my gift card. I went through adding in the gift card and green checkmarks so I didn't catch that it didn't apply for whatever reason. I noticed the wrong payment type in the email confirmation. Regardless, I can't get the time I went without that money back.Instead of fixing it, which was 100% in your power, I was told to call when I get the tracking number to refuse the package. I got a tracking number but when I called [redacted] they couldn't cancel delivery because they didn't have it. Again, it was still in your possession and capable of modifying or cancelling. When I called back to tell you I couldn't refuse the package because you still had it, I was told the lady would watch the tracking, redirect the package and call me on the 30th. That didn't happen. She called on the 2nd and left a message saying she couldn't redirect.  I had to wait and refuse it. Unless you change this policy you haven't addressed my complaint. You failed at every possible point of contact to turn it around and you didn't. Resolution would be to simply apply the gift card, at any point. But no, you took it to the level of refuse the package and reorder, all because I noticed a mistake 29min past half hour. Not hours or days, minutes. No, [redacted] had to be involved, post office involved, holding on my bank account. The only resolution now is to leave this complaint and all its details for other potential customers to read. You did NOTHING to resolve the actual problem. Hell, YOU didn't even apologize, try to empathize or even acknowledge that you read the actual complaint! I was getting my money back regardless the complaint was how you went about it and that the refund is solely because you refused to apply it to my gift card. You let the problem go, spread to a string of people/businesses who wasted time delivering the package YOU KNEW had to be refused per YOUR instructions. You give me a refund, which isn't what I wanted, it's what I was forced to accept because of a ridiculously unfriendly policy of not allowing modifications - which you totally control and have a choice over, after 30min. This complaint outlines what that "no changes after 30min" actually means for the end customer and should be available now for anyone who wants to do business with you.  It'll result in a process that will eat your time AND hold money in your account until a week or so after. It basically says, MACY's doesn't care about it's customers, their satisfaction or working with them. They don't care about other businesses they work with. They only care that the damn order isn't changed after 30min FOR THEIR benifit whatever that is. You could put that up on your website as a resolution. I got one phone call regarding the redirected package on the 2nd. She said she'd watch the package, redirect and call me on Dec. 30th. Listen to the call. That never happened. My voicemail is not full. You had the right number but by the 2nd I already knew you failed, again. Considering it resolved because I got my refund is to dismiss the actual complaint entirely. Just slap me in the face. You don't understand the complaint  or how your policies FAILED a customer.  
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I hated to have had to take this step in order to get my issue resolved, but am satisfied with the response. 
Regards,
[redacted]

[redacted]   [redacted]
October 13, 2015
[redacted]
[redacted]
[redacted]
Re: Macy's Store Account ending in [redacted]
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's Store account ending in [redacted].  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 understand that you are disputing the validity of the charges on your above referenced Macy's account, as you were living in [redacted] during the time of the transaction.  As stated in my previous correspondence, dated September 29, 2015, (enclosed), we require a completed Statement of Fraud form, as well as two (2) forms of identification to review your claim.  For your convenience, I have enclosed another copy of the Statement of Fraud.  Please send the completed Statement of Fraud, along with a copy of a police report and two (2) forms of identification to the address listed above to our attention.  Once we receive this information we will be able to begin a fraud investigation of the above referenced account.
[redacted], thank you again for bringing this matter to our attention and allowing the opportunity to respond.  If we may be of further assistance, please feel free to contact us at the address listed above.
Sincerely,
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc: Revdex.com
    Complaint ID: [redacted]
    [redacted]

May 19, 2017[redacted]Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] (formerly ending in [redacted]) Dear [redacted]: I have received your most recent comments regarding the complaint you filed with the Revdex.com. As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to address your additional concerns. I apologize if you feel my previous responses did not adequately address your concerns.As stated in previous responses (copies enclosed) after a thorough investigation by the store, we confirmed the purchase was made on your Macy’s account and no cash/debit card transactions were found for this purchase. In addition, I applied a credit to your account, as a courtesy, for the late fees and interest that accrued prior to January 2017. A request was made to remove any delinquency reporting to your credit report for the time period of July 2016, through January 2017. You were also advised that no further late fees or interest would be credited to your account and that the balance was validated and due. As of the date of this letter, your account balance is $381.93 with a minimum payment of $143.04 (of which $94.00 is past due), due by June 4, 2017. On March 9, 2017, as a gesture of goodwill, I removed a $27.00 late fee and a $4.57 interest charge that were assessed on January 4, 2017, and confirmed no derogatory was reported on your credit report for January 2017. A payment of at least $143.04 is required by June 4, 2017, otherwise the system will close the account automatically for missing four (4) consecutive months of payments.  [redacted], I hope that you can understand our position on this matter although it may differ from your own. Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter. Sincerely,Alison G.Macy’s Executive Office###-###-#### Extension [redacted]EnclosuresThe Macy's card is issued by Department Stores National Bank.This is an attempt to collect a debt and any information obtained will be used for that purpose.     P.O. Box 52184 Phoenix, AZ 85072-2184cc: Tina Geers, 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. 
Regards,
[redacted]  Sorry, you were unable to reach out to me, I cannot take personal calls at work. Regarding this order, that' not my fault macy's has a messed up system. I placed the order on March 3rd, please see attached and then I received the email saying that my order couldn't be processed, I called back macys' and confirmed the details. I am not sure what you did after and what oder number you used, it doesn't show up on my macy's account so I can only use the information you provided. Anyway I used the gift card and my macy's credit card to pay for this order and the full amount was charged for that and I returned the merchandise that I received. Please refund me in full and not $40. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I have filed a complaint against Macy's and it would not let me comment after I added the pictures to the reject complaint, I told him that at least that would pay for the day and a half I had to take off work, and for the [redacted] bill for having to bring me gas when I was out on the side of the road because I did not know that $1300 would all be maxed out of my card. I had to get a payday loan and then another payday loan to pay for the other one. It was so tough that this happened right around christmas. I have the check for $600 unopened in the envelope, it does not pay for the expenses inflicted, Macy's fraudulently charged my card and took all my money, I have stressed out so much over this that I am so sick of dealing with it! I did NOT accept $600! That won't even pay the payday loan of! 
Regards,
[redacted]

Dear Ms. [redacted], Thanks for you to take care of my complaint ID [redacted].  I want to show you in the Macy's store receipt that I has returned merchandises of $271.18 to Macy’s [redacted] Center (on 04/25/2015 and 05/03/2015) and Macy’s Inc. has issued me a fake useless Macy’s gift card of $263.18 and $8 dollars cash. Unfair? I think, since Macy’s done this, it is Macy’s responsibility to prove the evidence. If you have any suggestion, I would be deeply appreciate. Thanks for your kind consideration. [redacted]Cell phone: ###-###-####Email: [redacted]Address: [redacted]   [redacted]/Ms. Carrie W.
Macy’s Executive Office
###-###-#### Extension [redacted]
Re: Revdex.com
Complaint ID [redacted]
 
Dear [redacted]/Ms. Carrie W. or [redacted] Kent A.,
 
Thanks for you to change your mind
to allow me buy and use Macy’s gift card.
 
Please
keep in mind that the following transaction is unfair and frauding. Transaction 1: [redacted] has returned
merchandises of $271.18 to Macy’s [redacted] Center (on 04/25/2015 and 05/03/2015) and
Macy’s Inc. has issued [redacted] a fake useless Macy’s gift card of $263.18 and
$8 dollars cash.
 
Therefore, I request your formal explanation why you do this cheating transaction.
Please show me evidence if my merchandises has some issues in other
transactions.
 
I agree with you to seek the
recompense from other websites only if you can show that these Macy’s gift
cards are illegal and give me a formal statement.
 
Please
answer these questions one by one.
 
1.
Payments was verified on April 11, 2015 for reservation [redacted], why
these payments was not verified now?
2.
You have not tell me which gift cards are not verified. Which?
3.
You have not tell me how much was not verified. How much?
4.
If the amount of not verified gift card is less than the amount of my blocked
EZ gift card #[redacted], why all amount of my blocked gift card is
useless. Why not difference?
5.
Why Macy’s blocked my EZ gift card without notifying me?
6.
I have shown you that I have purchased Macys gift cards from [redacted],
[redacted], [redacted] and [redacted]. Why do I need show all my privacy? If
I have thrown away used gift card, can I do this?
7.
Macy’s gift card terms and conditions never say that you need receipt of gift
cards to make payment. Why?
8.
Can I share our correspondences on the social media such as [redacted]?
 
Thanks,
 
[redacted]
[redacted]
Cell phone: ###-###-####
Address: [redacted], [redacted]
Email: [redacted]

They have not honored what Marjorie told me. The resolution that we discussed haven't happened.