Macy's

[redacted]  [redacted]     November 21, 2017   [redacted], **  [redacted]   Re:  Revdex.com Complaint 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 review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Please accept my personal apology for any inconvenience you may have experienced.     Macy’s takes pride in presenting every customer with an enjoyable shopping experience.  Therefore, I was disappointed to learn that we may have fallen short of our goal during your recent visit to the [redacted] store.    To clarify, during the application process you were presented with a screen stating “If you have not received the new account brochure from the Sales Associate, please ask for one.”, and you would have to press “confirm” to continue the application process.  The next step in this process is to enter in your personal information.  In the final step, we presented you with all the entered information and asked you to validate that it was correct and then presented you with a screen asking for your signature.  Above the signature line, it reads, “Thank you for applying for a Macy’s account.”, and below the signature line, it states “By signing above and pressing Accept, I certify that I have received and agree to the credit card disclosure and card agreement in the new account brochure.”   I apologize if it wasn’t clear that you were indeed applying for a new account.   Our records indicate that you opened your account on November 12, 2017, with a $63.71 purchase.  A copy of your receipt is enclosed as reference.  Your signature signifies that you received and agreed to be bound by the notices and credit terms of the DSNB Credit Card Agreement.  On November 13, 2017, the account was closed at your request when you spoke to one of our representatives.    As a credit provider, we are obligated to report the account accurately to the credit reporting agencies.  Because you signed the credit application and initial charge receipt, the account was opened and used for your purchase.  As of the date of this letter, your account is closed with a zero ($0.00) balance.       Respectfully, I am unable to remove the account from your credit report as you requested.  I understand that this is not the resolution you are seeking; however, we must maintain and adhere to specific policies and procedures to ensure consistent treatment for all our customers.  [redacted], thank you for bringing this matter to our attention and giving me an opportunity to respond.  Should you have additional questions, please call me at the number listed below.    Sincerely,  Janice D. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure /mailed November 21, 2017   cc:  [redacted], Revdex.com

June 14, 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 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.  Please accept my personal apology for any inconvenience or frustration you may have experienced, and for the delay in resolving this issue. I was pleased to find that our Fraud Department deemed the charges as fraud on April 11, 2016, and a clearing letter was sent to you.  As of this date, they removed $137.04 in unauthorized charges, as well as $113.91 in associated late fees and interest charges from your account ending in [redacted].  As of today’s date, your Macy’s [redacted] account is closed with a zero ($0.00) balance.  Also, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] delete the late payment history for February 2016  through April 2016 on your Macy’s [redacted] account from your credit report.  Kindly allow at least thirty (30) days for the agencies to modify their records to reflect the information contained in our request.  Until then, this letter will also serve as confirmation.Also, please accept my apology for your frustration with our telephone system.  Our Interactive Voice Response Unit (IVR) is similar to those used in organizations around the country.  It is designed to allow our customers access to information 24 hours a day, 365 days a year.  The IVR is intended as a convenience, not as a replacement for human contact.  You can reach one of our associates during business hours by selecting the final option in the IVR.  [redacted] we understand that you have a choice of where to shop and we are sorry this unfortunate incident may have jeopardized our business relationship.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  I have enclosed a $25.00 Macy’s gift card as a token of our appreciation.  We regret that you have closed your account due to this issue.  If I may be of further assistance, please do not hesitate to contact me at the number listed below. Sincerely,Alison G.Macy's Executive Office###-###-#### Extension [redacted]Enclosure / mailed June 14, 2016cc:  [redacted], Revdex.com

My monies were refunded in lieu of item replacement. Thank you

August 8, 2017     [redacted]   Re:  Revdex.com, Complaint ID [redacted]   Dear [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.   We strive to offer our customers a wide selection of quality made merchandise that meets their expectations.  Our goal is to have professional and knowledgeable associates available to our customers, so that their needs are addressed and resolved efficiently.  Thank you for taking the time to share your feedback as it directs our attention to areas in which we may be able to improve our services.    We want you to be satisfied with your purchases but understand that sometimes an item needs to be returned. To accommodate these situations, we will accept returns or exchanges for merchandise in saleable condition and within one year of purchase.  Items that have been altered or custom fit are not considered resalable. Some exclusions apply, and they are listed in the corresponding departments.  With either the original receipt or the original form of payment used to make the purchase, you will get a full refund in the original payment tender.   In reviewing our records, I was able to find your April 12, 2017, transaction, where you purchased a [redacted] Suit Coat and Pants, as well as an [redacted] “Petite Sequin” lace gown.  After tax, your total purchase amount was $397.14.  On May 1, 2017, you returned the gown and a refund (including tax) was placed to your [redacted] Card in the amount of $147.03.    I am sorry to learn that you feel our associate did not make the right decision when you attempted to return your suit jacket and pants.  Unfortunately, it is unclear what took place at the time you attempted to return your items and we cannot be sure what associate declined your return.    Upon receipt of your complaint, I forwarded your concerns to Mr. Richer L., Vice President Store Manager of Macy’s at [redacted] for further review.  I was pleased to learn that you and Mr. L. were able to have a telephone conversation on August 3, 2017, and that once you are able to locate your suit jacket and pants, Mr. L. or a member of his management team will be happy to evaluate your items for return. The [redacted] Executive Office can be reached directly at ###-###-####, Extension [redacted].   Thank you for allowing me the opportunity to respond to your concerns. Please feel free to contact me at the telephone number listed below if I may be of further assistance to you.   Sincerely,    Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com       Mr. Richer L., Vice President Store Manager – Macy’s [redacted]

February 8, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]   On behalf of Macy’s   Contact Date with Cus[redacted]er:  February 2, 2017   Complaint Summary: [redacted]...

[redacted] requests that Macy’s allow her fiancé to return a wedding ring he purchased. It was sent out to be sized for her, but appears the sizing was not completed. Now they do not want the ring because of the poor service experience.   Resolution:  I called [redacted] and apologized for this issue and the service she received. I informed her that, unfortunately, I could only speak with her fiancé about this matter, as it pertains to a purchase made on his individual Macy’s account.     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted] September 20, 2016  [redacted] Re: Macy's Account ending in [redacted]    Complaint #[redacted] Dear [redacted]:   I am in receipt of your response to our...

letter regarding the complaint you filed with the Revdex.com concerning your above referenced Macy's account.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB). As of the date of this letter, the below information is currently reporting for the Macy's account listed above. Open Date:                  November 3, 2008Last Purchase Date:     July 3, 2009Last Payment Date:      September 10, 2010Charge-Off Date:                     April 28, 2011Balance:                                   $325.81 We understand you are attempting to improve your credit report by requesting that we modify the payment history associated with the above-referenced Macy's account.  It is not the Bank's policy to remove any delinquency from your credit report, unless it occurred as a result of a bank or billing error.  We have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies.  After researching the delinquency on your account, we found that the information we are reporting is correct.   The monthly billing statements were delivered to the address on the account which was [redacted].  As stated in our DSNB Credit Card Agreement (enclosed), you agreed to notify us if you move, or if the address we had on file was incorrect.  We have no record of a change of address we had during that time.  As requested, we have enclosed copies of the monthly statements for the billing periods ending September 28, 2010 through May 28, 2011.   Although we are not actively pursuing collection efforts on your account, we are agreeable to accepting a voluntary payment for this account.  You may remit a check payable to Macy's, to my attention at the address above.  Until the full balance of $325.81 is received, the account will continue to appear as an unpaid charge-off on your credit report.   Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Please feel free to contact us at the address below if you have further questions regarding this matter.  Sincerely, Diane M.Macy's Executive Office###-###-#### Extension [redacted] DM/dsEnclosurescc:  [redacted]     The Revdex.com

October 25, 2016   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted]   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.    I was disappointed to read about your experience with the customer service representatives you mentioned in your complaint.  As a company committed to outstanding service, I assure you that we do not condone or tolerate this behavior.  I have forwarded your concerns to the appropriate parties so that they may address this matter directly.  Please accept my apology for any inconvenience this matter may have caused you and for not receiving a return call as promised by the associate you referenced speaking with.   In reviewing your account, there was a returned payment on February 11, 2016, for $27.00 that was submitted as an online payment with a bank account that was closed.  As a result, a $27.00 return check fee was incurred, which you paid on March 6, 2016.  I confirmed that we received payment on June 15, 2016, and June 19, 2016, for a total of $57.79 which was less than the minimum amount due of $71.79.  I regret that you were provided an incorrect amount to bring your account current.  Due to this associate error, your account incurred a late fee in the amount of $27.00, which was removed on August 13, 2016.  For the billing statement period ending September 11, 2016, the minimum payment due was $100.80; however, the payment received was for $39.00 on September 8, 2016, which caused an additional late fee to accrue.   As of October 8, 2016, late fees totaling $188.13 have been removed, bringing your unpaid balance to $461.38 with a minimum payment of $68.68 due by November 8, 2016 (which includes your payment for October 2016 that was not received).  Your account is currently past due as of October 9, 2016, and late fees will apply if the minimum amount due is not received by November 8, 2016.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] update their records and delete any history of delinquency for the time period of May 2016 through October 2016 on your account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   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       Manager, Credit Customer Service

December 27, 2017Dear [redacted]: I am in receipt of your complaint #[redacted] forwarded to us by the Revdex.com. As a representative of Macy's Executive Office, I have reviewed this matter thoroughly and provide the following response. We do not believe we have any...

responsibility nor any legal requirement to offer any compensation, due to your previous history with our company. Should you desire further redress or if you dispute our position, please seek outside legal counsel for advice regarding potential litigation. We will be fully prepared to defend our position. We will not respond to the Revdex.com on any further concerns pertaining to this matter. Thank you. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
December 04, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID...

#[redacted]
            Macy's [redacted] ending [redacted]
On behalf of Department
Stores National Bank: 
Contact Date with Customer:  December 2,
2015
Complaint Summary:  [redacted] disputed charges
of $47.68 made on July 11, 2015.  She
reported her card lost and disputed charges but the charges have not been
removed. 
Resolution:  I called [redacted] and apologized for the
delay and any frustration trying to resolve this issue.  I advised her we had been able to verify the
charge was not hers and as of today the charges have been removed.  She should see the credit on her next month’s
statement.  She stated she feels the
issue has been resolved.  I thanked her
for speaking with me today. 
Rhea B.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], RevDex.com

Dear [redacted],We
are in receipt of complaint Id#[redacted]. I have spoken with the customer
regarding her issue. We were able to verify the customer's $75.00 credit posted
to her account on 5/25. As an accommodation, we have sent the customer a $50
gift card. At this time, Macy's will consider...

this matter closed.
 
Sincerely,
[redacted]
Macy's Executive Office
###-###-#### Extension [redacted]

[redacted]   [redacted]
 
  
August 24, 2015
 
 
[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
[redacted] 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.  We sincerely regret any
frustration you may have experienced regarding how interest charges are applied
to your Macy’s account and let me assure you that Macy’s does not engage in any
deceptive or unethical business practices.
 
Per 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 interest charge is $2.00.  This
interest charge is for the funds loaned to you during that period.
 
Applying this billing policy to your Macy’s account, the $7.37 interest
charge that appeared on your August 2015 billing statement was for your account
balance between the last bill date of July 8, 2015, and the date (August 3,
2015), that your $433.89 payment was received. 
The $7.37 was reversed as a courtesy to you when you called our credit
office on August 19, 2015.  You can avoid
all interest charges on your account by paying your account balance in full
each month.   I can confirm that your
account balance is currently zero ($0.00).
 
[redacted], we appreciate you for bringing this
matter to our attention and giving me the opportunity to reply.  Your business is important to us and we truly
appreciate having your continued loyalty. I regret that I was unable to reach
you by phone to discuss this matter personally and if I can be of any further
assistance, please do not hesitate to contact me at the telephone number listed
below. 
 
Sincerely,
 
 
Carrie W.
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc:   [redacted],
Revdex.com   The Macy's card is issued by Department Stores National
Bank.

Dear [redacted], I have been in contact with the customer [redacted] Complaint ID [redacted]. At this time, the customers concerns have been addressed and the customer is satisfied with the outcome. 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 ###-###-####

[redacted]   [redacted]
*
February 8, 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 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.
Per
the enclosed Department Stores National Bank Credit Card Agreement, if you have
been paying less than the New Balance 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.  My review of this matter found that all
interest was correctly charged in accordance with the Credit Card
Agreement.  As of November 15, 2015, your
account has been closed at your request and reflects a zero balance. 
Although
these fees were properly charged, we cleared our internal records of any
delinquency associated with this issue since the delinquent balance was
entirely fees and interest charges. I also confirmed that no negative
information was reported for this time period to the Credit Reporting Agencies.
[redacted],
we understand that you have a choice in where to shop and we are sorry this
misunderstanding has jeopardized our business relationship.  I hope you will reconsider the use of your
account in the future and allow us the opportunity to renew your faith in
Macy’s.  If I can be of assistance on
another matter, do not hesitate to contact me. 
Sincerely, 
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed February 8, 2016
CC: [redacted], Revdex.com

October 4, 2017   [redacted]  [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   We are in receipt of...

your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   With respect to the interest charged to your account, per the DSNB Credit Card Agreement, if you have been paying less than the Total New Balance on your Revolving account, 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.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. You can avoid being charged interest by paying your New Balance in full every month by your payment due date.    In review, your billing statement for the period ending May 24, 2017, had a New Balance of $144.29 with a minimum payment of $27.00 due by June 20, 2017.  When you did not pay the New Balance of $144.29 in full by this payment due date, interest began to be applied to your account.  The $1.00 interest charge you are referring to was interest for the money loaned to you for the days between your statement closing date (August 24, 2017), through September 20, 2017, the date your $19.93 payment was applied to the account.    Although the fee was properly charged, on September 28, 2017, I removed the $1.00 interest charge resulting in a zero ($0.00) balance on the account.       [redacted], thank you for bringing this matter to our attention and allowing me to respond.  If I may be of further assistance, please call me at the telephone number listed below.   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.  The business has corrected the issue and the $4.00 has been refunded and the total charged for the order is now at $12.00 which is correct, so I am satisfied with the response and resolution.
Regards,
[redacted]

May 4, 2016 [redacted] 
[redacted] 
[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.  As a...

liaison, I was asked to review and respond to your inquiry.  Thank you for the courtesy you extended in our telephone conversations.  I again offer my sincere apology for any misunderstanding there may have been regarding your gift card and for the service you described receiving.  As we discussed, there is nothing that would prevent your gift card from being accepted for a purchase, either in a Macy’s store or online at macys.com, and it does not expire.  However, as a courtesy to you, we have processed a refund to you for the remaining value of your gift card, $36.70, as you requested in your complaint.  Please allow approximately 10 business days to receive the check in the mail.  Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future.  Please feel free to contact me at the telephone number shown below if I may be of assistance on another matter in the future.  Sincerely, Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]  cc: [redacted], Revdex.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Macy's not trying to do anything. My credit score is still 722 and it was 764 before. Becuase of Macy's mistake, I couldnt get mortgage with disired rate so I cannt buy house this summer, they dont have to pay anything just because that's not their practice?Regards,Jun Ma

January 30, 2018   [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of your Revdex.com...

compliant 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 apology for any confusion regarding your account balance.   When you contacted us on October 17, 2017, your prior billed balance was $112.41, as reflected on your October 8, 2017, billing statement.  Your full balance on this date, including your new charge of $25.43 from October 9, 2017, was $137.84.  We received your payment of $112.41 on October 17, 2017.      Your next billing statement closed on November 7, 2017, with a balance of $27.43.  This consisted of the purchase made on October 9, 2017, as well as a $2.00 interest charge that was assessed on November 7, 2017.  This statement carried a due date of December 4, 2017.  When this payment was not received, a late fee of $27.00 and interest charge of $2.00 were assessed on December 4, and 8, 2017, bringing your account balance to $56.43.  The following month an additional late fee of $38.00, and $2.00 interest charge were assessed, bringing your account balance to $96.43 with your January 8, 2018, closing date.  We have no record of returned mail on your account, which suggests these statements were delivered.    Please know that our calls are intended as a courtesy to remind customers of a recently missed payment, it is also an opportunity to assist our customers with maintaining a good payment and credit history with us.  Your account was noted with your request to not contact you by phone regarding the debt on your account on January 5, 2018.    Due to the incorrect information provided regarding your balance, on January 9, 2018, the late fees, interest charges, as well as the merchandise purchase of $25.43 from October 9, 2017, were all removed from your account.  Your account has a zero ($0.00) balance and no additional fees will be charged.  We have cleared our internal records of any delinquency reported for the time period of January 2018, and requested that [redacted], [redacted], and [redacted] remove the delinquency from your credit report.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to their files.  Until then, this letter will also serve as confirmation.  As requested, your account was closed on October 17, 2017.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  We appreciate you and your wife’s many years of loyalty, and we are sorry if this situation may have jeopardized our business relationship.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

May 11, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted]Dear [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.  Thank you for the courtesy extended during our telephone conversation on May 1, 2016, regarding the use of your gift cards.  Please accept my sincere apology for any frustration you may have experienced while trying to resolve this issue.Upon review of this matter, on December 24, 2015, you contacted us by phone to inquire why you were unable to use your gift card ending in [redacted].  On January 5, 2016, you contacted us by phone to inquire about the remaining balance on your gift card ending in [redacted].  The associate advised you of the hold and explained you would need to contact the reseller [redacted] and that we were unable to remove the hold.  On March 23, 2016, you contacted us by phone to check the available balance on your gift card ending in [redacted] and the associate informed you the hold was due to a dispute on the original purchased gift card and you would need to send in a copy of the original receipt to have the hold removed.  We are not affiliated with any third party gift card resellers and we do not authorize the sale of our gift cards through them.  Therefore, we are unable to accommodate your request to remove the hold on the three gift cards ending [redacted], [redacted], and [redacted].  For your convenience you may purchase our gift cards directly at any Macy’s store or at macys.com.  [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,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Macys no longer sells the couch that I purchased a year ago.  I was offered a new couch in return for the damaged one.  While I appreciate that very much, Macys does not have any other couches that are even similar to what I purchased.  Since Macys has said that this is a manufacturer's defect and can no longer replace the items covered by the warranty, I would like a refund for the couch and for the warranty.  The sofa was $999.00 and the warranty that is now useless was $248.00. 
[redacted]