Macy's

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]   [redacted]
 
 
 
 
September
28, 2015
 
 
[redacted] *
[redacted]
 
Re:  Revdex.com ID [redacted]
   ...

   Macy's [redacted] ending in [redacted]
       Macy’s store account ending in [redacted]
 
Dear [redacted]: 
 
I am in receipt of your complaint forwarded to Macy's
Executive Office by the Revdex.com. 
As a representative of this office, I was asked to review and respond to
your concerns on behalf of Department Store National Bank.  My attempts to reach you by phone at your
request were unsuccessful; however, I was able to leave you several voice mail
messages. 
 
I apologize for the customer service issues you have
encountered attempting to make payments on your Macy's accounts.  We recently made a credit system change that
required us to disable online customer access to account information during the
transition period which lasted until August 31, 2015.
 
I reviewed your Macy's store account statements for
the periods ending July 22, 2015, and August 26, 2015, and do not see any late
fees charged to your account.  In regards
to your Macy’s [redacted] account, when we did not receive a payment from
you by the September 1, 2015, due date, you were charged a $25.00 late fee and a
$2.00 interest charge per the terms of the Department Stores National Bank
Credit Agreement.  While the interest charge
on your Macy's [redacted] account is correct, as a courtesy to you, I
removed the $25.00 late fee on September 5, 2015.  This credit will be reflected on your next
billing statement.  Your account has not
been reported as delinquent to the credit reporting agencies.
 
[redacted], we are sorry this misunderstanding may
have jeopardized our relationship.  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,
 
 
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
 
cc: 
[redacted], Revdex.com

March 30, 2016
[redacted]
Revdex.com
1 East Fourth Street Suite 600
Cincinnati, OH 45202
RE:  Compaint ID [redacted]
[redacted]
Dear [redacted]:
We are in receipt of your recent inquiry with regard to the complaint
ID referenced above.   Please be advised,
as we have conducted a thorough review of her complaint and our files, and
because no new information has been presented, our position regarding this
matter remains unchanged.  Per your
request attached please find our five (5) previous correspondences.   
Should [redacted] present you with any new information to research, we
would be happy to review it. 
If you should have any questions or concerns, please contact us. 
Sincerely,
Nancy M.
Macy’s Executive Office
###-###-####[redacted]

Revdex.com:
Although I do not believe the explanation provided by Macy's has sufficiently established that I owed the indicated amount, I will accept the response made by the business in reference to complaint ID [redacted]. The explanation provided by Macy's simply establishes that they had made several corrections to transactions that I as a customer will never be able to verify. I hope you have taken notice that it took me submitting a complaint with your office in order to receive this explanation that I've been requesting for the past 6 months. I also hope you noticed that Macy's acknowledged miss-applying payments on numerous occasions and issued statements with inaccurate and misleading transaction descriptions. Frankly I'm resolving to accept this settlement because I'm exhausted pursuing this matter, however I believe Macy's will continue such practices bringing grief and anxiety to unsuspected customers. I truly hope Revdex.com will take what ever action is within their purview based on the admissions in Macy's response. 
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.   They advised a copy of the form showing 1 per household was enclosed but I didn't see an attachment nor did I see a version of the form visible to me in the response.  If I missed an attachment I'd need instructions on where to find it. 
I'm also rejecting the response because it was their associate who helped me look for restrictions and who confirmed the form did not say that it was 1 per household.  It's disappointing how customer service has changed so much that now it's the consumer who is responsible for knowing the store policies better than their own associates.  If this is a standard form that is always used and has always had the 1 per household limitation, the associate should have known about the limitation.  Both of my daughters were with me that day and can confirm the amount of time taken to look for any limitations and the confirmation from the associate that there wasn't one on the form.Regards,[redacted]

June 15, 2016 [redacted] 
[redacted] 
[redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted]  On behalf of Department Stores National Bank:   Contact Date with Customer:...

 June 6, 2016  Complaint Summary:  [redacted] has been waiting for the removal of fraudulent charges made to her account on March 3, 2016.  She also wants the credit bureaus notified that she was not delinquent.  Resolution:  I called [redacted] and she confirmed that this situation had been resolved in May 2016.  The full amount of the charges, $1,695.10, has been removed along with the $27.00 late fee.  We have removed the record of delinquency from our records and her credit bureau report.  I apologized for any inconvenience she may have experienced.  Her account is open with a credit limit of $1,900.00.  This resolved her complaint.  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 find that this resolution is satisfactory to me.  I am only finding this a closed situation because I was now told, which is different then what the customer service person told me, the item is no longer in stock. The issue was not about Macy's running out of the merchandise but about being told I only had 30 minutes to respond to their email. I happen to not live on my email. I happen to have a life. Also, the lady who called me, I found to be very rude and not helpful at all and made Macy's look even worse.  If social media is correct, Macy's will soon be a company of the past.  I can understand why. There are bigger and better department stores and now they will get even more of my money. 
Regards,
[redacted]

[redacted]   [redacted]  [redacted]   September 30, 2016   [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 Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apologies for any inconvenience you may have experienced regarding these issues.   My review found that your account was registered through macys.com to receive electronic billing statements as of January 17, 2015.  I verified that billing and payment notifications were being sent to the e-mail address we have on file of [redacted] and we have no documentation of our e-mails being returned as undeliverable.    Our records show that your billing statement for the period ending July 13, 2016, had a balance of $21.34 due by August 9, 2016.  When no payment was received by that date, your account was charged a $21.34 late fee, and $2.00 minimum interest charge, for a new balance of $44.68 due by September 9, 2016.  When no payment was received by that date, a $27.00 late fee and $2.00 interest charge were applied, along with $78.10 in new purchases, for a balance of $138.78, with a $62.68 minimum payment (including a $31.68 past due amount) due by October 9, 2016.   Two consecutive monthly payments were missed; therefore, your account was reported as 30 days past due to the credit bureaus.  We received your $103.44 payment on September 13, 2016.  Our records indicate you wrote in via online chat, and expressed dissatisfaction with only a partial late fee removal of $11.00 for the billing period ending August 12, 2016.  At your request, the online chat representative closed your account on September 14, 2016.  As a courtesy, two late fees of $27.00 each were removed, bringing your account to a credit balance of $18.66.  A credit balance refund check for $18.66 was sent to you on September 19, 2016, resulting in a zero ($0.00) balance.  Enclosed are copies of your statements for billing periods July 2016 through September 2016 for your records.   Research confirmed that billing alerts were received by you via email.  In addition, your account history shows that you were successful at logging in to your account online multiple times since September 2015, and I confirmed that there were no system or website errors during the time of your delinquency that would have prevented you from making a payment.  It is not the Bank’s policy to remove any delinquency unless it occurred as a result of our billing error.  Therefore, I am unable to clear the derogatory information from your credit report.  However on September 20, 2016, we instructed the credit bureaus to code your account as “customer disputes reporting.”   While I understand that this is not the resolution you are seeking, we must maintain and adhere to specific policies and procedures.  If you have any further questions, please feel free to contact me at the telephone number listed below.   Sincerely,       Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed September 30, 2016   cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Macy's said they would send me the dress I actually ordered at no additional cost; however, I received the wrong dress - again! Macy's obviously has some serious problems. I just want the dress I ordered. Additionally, I don't want to have the hassle of going to a shipper to send the mistaken item back.
Regards,
[redacted]

January 24, 2018 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Dear [redacted]:  I am in receipt of complaint ID: [redacted].  I have addressed the consumer's concerns and offered a suitable reimbursement that she has accepted.  Based on...

this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8220   Mason, OH 45040Office: ###-###-####

[redacted]   [redacted]
 
July 31, 2015
 
 
[redacted]
[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 (DSNB).
 
I am aware 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 our policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing or bank error.  As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customer.  After researching the delinquency on your account, we found the information to be correct.  Our records indicate we did not receive payments on the account for the billing periods ending March 11, 2010, through September 11, 2010.  Your account charged off on September 11, 2010, for non-payment, leaving a balance due of $813.65.
 
Account records indicate that on May 22, 2014, you were offered a settlement from the [redacted] Group, the collection agency assigned to your account.  You accepted this settlement in the amount of $366.12, which was 45% of the charged off balance.  You paid the settlement amount in three installments of $122.04, which were received and posted on your account on May 28, 2014, June 25, 2014, and July 23, 2014.  Because the payment was received after the charge-off date, the credit reporting agencies were instructed to update their records and to list your account as a settled, charge-off.  [redacted] Group does not have authorization to offer the removal of account information from a credit report when settling a credit account.  However, if you have this claim in writing from the [redacted] Group, please forward to my attention for review.  If you have any further questions pertaining to your account, please contact the collection agency, [redacted] Group, at ###-###-####. 
 
Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report.  Please know, on November 14, 2014, we instructed the credit reporting agencies to update their records and report your account as 'customer disputes reporting'.
 
[redacted], I understand you are requesting some type of compensation; however, Macy's does not provide compensation due to a misunderstanding.  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 have additional questions or if I can be of further assistance.
 
Sincerely,
 
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  Revdex.com
     Complaint ID: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
I received voice mail from Kerry A. and called back, but I didn't get any response from Bloomingdale's
Regards,
[redacted]

[redacted]   [redacted]
March 14, 2016
[redacted]
[redacted]
[redacted]
Re: Merchandise Not Received
    Complaint ID: [redacted]
Dear [redacted]: 
I am in receipt of your complaint forwarded to us by the...

Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.
I regret any inconvenience you may have experienced as a result of not receiving the dress you ordered from our Macy's store in [redacted], [redacted], on February 8, 2016.  Since you did not receive the order, a credit for $38.92 has been issued to your Macy's account.
As customer service is critical to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided.  It appears that we fell short of our goal to provide you with excellent customer service.  Please accept my apology.
[redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  I hope you will consider this an isolated incident.  As an invitation to shop with us again, I've enclosed twenty percent (20%) off coupons which can be used at any Macy's store.  If I may be of additional assistance, please do not hesitate to contact me.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc: [redacted]
    The Revdex.com

January 18, 2017     [redacted]   Re:  Revdex.com Complaint ID #[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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In researching this matter, our records confirm that the Store Manager and District Manager of the [redacted] store are addressing this issue with you directly.  In speaking with the Store Manager, he has confirmed that he will be in contact with you to resolve your concerns. If you have any questions regarding this issue, please feel free to contact the store directly at ###-###-####.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please contact me at the number below if you need assistance on another topic.    Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: Store Manager, [redacted] location       [redacted], Revdex.com

January 06, 2016[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45069Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. To date, the return credit has been...

applied to her account. In addition, I am sending [redacted] a gift card for $50.00 that she may use in store or online. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
March 30, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint # [redacted]
        Macy’s account ending in...

[redacted]
On behalf of Department
Stores National Bank:  
Contact Date(s) With Customer:  March 8, 2016;
March 11, 2016; March 30, 2016
Complaint Summary:  On February 5, 2016, [redacted]
was contacted by Macy’s and advised there were some orders placed online that
could be fraudulent.  She immediately
called back and was advised none of the shipping information matched her
account information and the agent confirmed the orders were successfully
cancelled.  A few weeks later, [redacted]
received a statement showing she was charged for one of the orders for a total
of $230.60 along with a $27.00 late fee. 
She called back on February 24, 2016, and was informed her claim would
take 2 to 3 billing cycles.  [redacted]
was advised that she would be receiving a Statement of Fraud form to complete
and return.  With this information, she
ended up paying the balance to prevent any negative effect on her credit score
and has since filed a police report.
Resolution:  On March 8, 2016, I contacted [redacted]
requesting her Statement of Fraud form to be faxed to me directly.  Once I received the information, I contacted
our fraud team to review her account.  On
March 11, 2016, I contacted [redacted] to advise I would be out of the office
and will contact her once I receive a response from our fraud team.  I spoke to [redacted] on March 30, 2016,
apologized for the delay, and advised the charge of $230.60 along with the interest
charge of $4.54 have been removed.  The
account has been closed per her request and a credit balance refund check of
$230.60 has been requested and will be received within seven (7) to ten (10)
business days.  I also removed the
internal delinquency, and verified that no delinquencies were reported to the
credit bureaus. This resolved her
concerns.
Stephanie C.
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]

November 22, 2016 [redacted]Market place Resource ConsultantCincinnati Revdex.com re: Revdex.com Compliant ID [redacted] Dear [redacted] I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's...

Executive Office, I was asked to review and respond to your concerns on behalf of Macy's Credit and Customer Services in regard to compliant ID: [redacted]. After speaking with [redacted] we agreed on a full exchange of the merchandise. The customer has been credited in full and the new product is being shipped out. Based on that information above, Macy's considers this matter closed and resolved. Sincerely,   Steven A. « Presidential Liaison « MCCS Executive Office

June 17, 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 Better...

Business Bureau and forwarded to Macy’s Executive Office.  As a liaison in that office, I was asked to respond on behalf of Department Stores National Bank.  We sincerely regret any frustration you may have experienced regarding the reporting of the above-referenced Macy’s account to the credit reporting agencies and for any frustration you may have experienced in trying to resolve this issue.  My research confirmed that the account was opened as a joint account on November 1, 1981.  As noted in your complaint, the information you were given by a credit supervisor during a telephone call on May 4, 2016, is correct.  We are unable to remove your name from this account as you requested and the account will remain on your credit report.  You and your ex-wife remain financially responsible for the debt on the account regardless of when you were divorced and who is making the payments.  As of the above date, your account is current, with a credit limit of $15,500.00 and a balance of $5,579.26.  If you would like to close the account, please call ###-###-####, and a credit associate will be pleased to help you.  Thank you for giving me the opportunity to reply to your inquiry.  While we would like to respond positively to all of our customers, at times that is not feasible.  We must adhere to credit policies so that our customers nationwide receive consistent treatment.  If I may be of any assistance on another matter, feel free to contact me at the telephone number listed below.  Sincerely,Michael J.Macy’s Executive Liaison###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

October 23, 2017   [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 Buerau, 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 matter may have caused you.  We strive to sell high-quality goods at a competitive price point all while providing a friction-free and enjoyable experience for our customers.  It is truly unfortunate to learn of the difficulty you experienced with our Customer Service Department, but I appreciate you allowing us a second chance to review this matter.    On July 29, 2017, a technician went to your home to inspect the reported gap in your sectional. His review concluded that your furniture was working within the manufacturer’s specifications.  On July 31, 2017, you called our Customer Service Department to dispute the technician’s findings.  Our Customer Service Department reviewed the observations and photographs taken by the inspector and determined his assessment was appropriate. The furniture met the manufacturer’s standards; therefore, any returns of that merchandise would be considered due to preference, meaning delivery and usage fees would apply.    I regret that you did not receive a reply to a dispute you faxed in early September.  Unfortunately we do not have any record of your correspondence until September 26, 2017, when our Disputes Department received your dispute and sent you a letter of acknowledgment. After finding that the return was due to preference and the delivery and usage fees were valid, our Disputes Department concluded their investigation and determined the charges to be valid. A letter confirming this decision was mailed to you on September 27, 2017.  During the time a dispute is being investigated, you are not required to pay the amount disputed until we have determined the outcome. In this case, the dispute turnaround time was only one day.  As a courtesy to you, the late fees charged to your account were refunded to you.  You were not reported as late to the credit reporting agencies.   In the interest of customer service, although properly charged in accordance with your purchase agreement, we have decided to refund the remaining delivery and usage fees (a total refund of $411.07) charged to your Macy’s account.    While we do not believe that a defect was present in your sectional, we certainly see the areas of opportunity for better communication from our Customer Service Department.  I regret that there was no significant effort on their part to follow up with you as they had promised. You can be assured that your experience is not typical of what we strive to provide, and I have personally discussed this matter with the involved representative’s management team to ensure this is addressed.    Per your request, we have closed your Macy’s account.  Prior to closing the account, you had a credit balance of $27.00 from your October 9, 2017 payment of the same amount.  I have requested a Credit Balance Refund Check to be sent to your address on [redacted] and you should expect this to arrive within 7 – 10 days via the United States Postal Service.   Thank you for allowing me the opportunity to respond to your concerns. If I may be of additional assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely,  Stephen C[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com       Macy’s Customer Service Managers