Macy's

March 22, 2016Dear [redacted]:  We are writing in regards to complaint ID# [redacted]. We are truly sorry for the delay with the furniture purchased. Unfortunately, the merchandise was no longer in stock therefore it was placed on a purchase order that has an estimated arrival date of...

4-20-16. Because of the inconvenience we would like to give you the opportunity to reselect another dining set that may fit your needs. We will honor a 20% discount off the purchase price for the inconvenience this will cause. The sales associate will be able to schedule the delivery if the merchandise is truly available. If this will not work for you we can cancel the order and your Macy's account will not be charged.Again, we are very sorry for the inconvenience this has caused.  Sincerely,Macy's Executive Office###-###-####

The consumer, [redacted], called to let you know that she spoke with Macy's and the issue has been resolved.

[redacted]   [redacted] March 7, 2017 [redacted] Re: Revdex.com, Complaint ID [redacted]       Macy’s account ending in [redacted] Dear [redacted]:   I am in receipt of your additional comments filed with the Revdex.com which were forwarded to Macy’s Executive Office.  As I am familiar with this matter, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  I appreciate your patience in allowing us the opportunity to research this matter further and thank you for taking the time to speak with me about this on Friday, March 3, 2017. As we discussed, in reviewing your account details we found a systematic error occurred after our previous adjustments were completed.  A dedicated team is currently working to resolve your account; however, additional time is needed.  I will personally continue to monitor your account and will advise you once we are able to resolve your issues.   [redacted], I apologize for the amount of time you have invested in this matter and for any frustration this may have caused you.  Please accept the enclosed $100.00 in Macy’s Money Certificates as a gesture of goodwill for this unfortunate situation.  Should you have any questions, please feel welcome to contact me directly at the telephone number or email listed below. Sincerely,      Stephen C.Macy’s Executive Office###-###-#### Extension [redacted] Enclosures mailed March 7, 2017 cc:  [redacted], Revdex.com

Dear [redacted]: We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted].The customer is now added to our DO NOT CALL list. We have also apologized for the inconvenience this issue has caused.Based on the above, we consider this issue resolved. Michele S.Omnichannel Presidential...

CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

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]Hello,Thank you for your help with my Revdex.com complaint. I would like to update my case with the following information.  I was contacted by a Macy's employee soon after filing the complaint. She reset my gift card and said if I still had any issues I can email or call her directly OR call Macy's order phone number and give them my bag ID and they would be able to process my order. She was very nice.  I attempted to make an online purchase a few days ago and after entering the gift card, I received the same error as before. I also took photos of the numbers I entered to verify they were the same as the gift card, they were. So Macy's resetting did not work and this could be happening to others. The next day I called the Macy's phone number for orders and the rep was able to enter my gift card from their Macy's computers and use it on their end. There were no issues. I think Macy's should train their gift card phone reps to tell gift card holders to call that number instead of having them prove they are the card owners with many pieces of information that a gift card recipient would most likely not have. Thanks!

[redacted]   [redacted]
October 26, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com 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.  I
apologize for any inconvenience you may have experienced.
In
reviewing your account, our payment research team was able to locate your
$1,044.70 payment and posted it to your account.  There was no identifiable account information
on the check you submitted which is why the payment did not post to your
account when we received it.  I removed $111.00
in late fees and $75.87 in interest charges associated to this error on October
19, 2015.  Additionally, we have cleared
our internal record of the delinquency associated with this issue and have requested
the credit reporting agencies update their records and delete any history of
delinquency for the time period of July through October 2015.  Kindly allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
records.  This letter will serve as
confirmation of our request.  As of the
date of this letter, your account has a credit balance of $3.24. 
[redacted]
[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 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.  Thank you so so much for all our help! I was feeling very hopeless in this matter and I am so thankful that it is going to be resolved soon. 
Thank you,
[redacted]

December 8, 2017  [redacted]  [redacted] Re: Revdex.com Complaint ID #[redacted]       Refund Inquiry Dear [redacted]: I am in receipt of the complaint you 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.  Please accept my apology for the service you described receiving, and for any errors that may have happened with your return.   I would welcome the opportunity to better address your concerns; however, there are additional details that need to be discussed.  I attempted to call you at the phone number listed on your inquiry on December 6, and December 8, 2017, but my attempts to reach you were not successful.  Please respond to the Revdex.com with the information below, or contact me at the telephone number at the bottom of this letter to resolve this matter. Requested Information: Store location where all returns and purchases were processedReceipt from original purchase of hoodie and headphonesReceipt from return of hoodie and headphones [redacted], once this information is provided I will be happy to further investigate your concerns regarding the incorrect return amounts, as well attempt to locate the receipt for the bag purchase.  Thank you for bringing these matters 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,  Kristi 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.  thank you so much macys has credit my account for the mattress and springs they was not going to do any thing.the order number was [redacted] I can not tell you how glad I am you helped.[redacted]
Regards,
[redacted]

October 13, 2017 [redacted]Dear [redacted]:We are writing in regards to your Revdex.com complaint ID [redacted]. After reviewing your complaint, I see a return was completed on 8-8-17, giving you a credit of $1430.61. On 10-09-2017 an adjustment was requested to credit back the fees in the amount of $205.44 tax included. I did not see a pick up fee being charged.We value your business therefore, we would like to offer as a goodwill gesture a 15% discount off a new selection. This would be honored after the new merchandise has been delivered. If you give us the opportunity please forward the new sales check number to me @[email protected] and I would be happy to honor the 15% adjustment.Sincerely, Macy's Executive Office ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.   
Regards,
[redacted]  I have not been able to use either of two accounts in several months. I sent a payment of $154.27 on June 13, 2016, never cleared. I called the headquarters and spoke with Charlotte D., who has not assisted me in the past. I need to escalate this issue higher. I do not want late fees , and I will have to stop payment and I will be penalized for this. They have been inaccurate with my account for awhile.  Desired Outcome: Adjust my statement with this check

October 17, 2016 [redacted]  [redacted] Re: Revdex.com Complaint ID #[redacted]       Macy’s account ending in [redacted]       Macy’s account ending in [redacted] (closed joint account) 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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you. I was disappointed to learn of the troubles you experienced when contacting our Customer Service Department in regards to following up with your dispute request.  In researching your account, I found that on July 16, 2016, a purchase was made using your Macy’s account in the amount of $253.34 for a [redacted] Handbag.  In reviewing this matter with the team at Macy’s [redacted] store, they explained to me that the merchandise was returned on July 16, 2016, and a cash refund was processed as a gesture of goodwill.  As of September 19, 2016, two misapplied payments in the amounts of $100.00 and $153.34 were transferred from a closed joint account ending in 1031, to your account ending in [redacted]. Your current account balance is $77.58, with a minimum payment of $27.00 due on or before October 20, 2016. [redacted], I would like to thank you for allowing me the opportunity to respond to your concerns.     If I may be of further assistance to you in the future, please feel free to contact me at the telephone number listed below.  Sincerely, Tyeisha B.Macy’s Executive Office   ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

March 6, 2017       [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 and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused.    My review confirmed that your account has a zero ($0.00) balance.  The interest charge of $1.00 shown on your statement for the period ending February 10, 2017, was removed as a courtesy to you on February 20, 2017.  The late fee of $27.00 and an interest charge of $1.00 were removed previously on January 14, 2017.  Also, your account is open with a credit limit of $1,700.00.   [redacted], we 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 find that this resolution is satisfactory to me. Jan was awesome to speak with; it was a mere matter of minutes to resolve the issue. I just wish I did not have to go to these lengths to resolve. Their credit card services customer service line needs a MAJOR overhaul! 
Regards,
[redacted]

March 31, 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 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 that may have been caused due to the Thanks for Sharing (TFS) charge on your Macy’s account.   Please be assured that Macy’s does not participate in unethical or deceptive business practices of any kind.  While researching your concern, I found there were two purchases in September 2016, one purchase in the amount of $32.41, and the other in the amount of $25.00.  The $25.00 TFS charge was processed immediately after your purchase of $32.41 for girls clothing.  In review of these receipts, I see that you provided your signature on both purchases.  Therefore our findings are that both of these charges were authorized by you as the account holder.    Your payment in the amount of $32.41 for the first charge was received and applied to your account on October 6, 2016.  After this payment was received, your account balance was $27.00, which consisted of the TFS charge, as well as a $2.00 interest fee.  Your electronic billing statements for October 9, 2016, through March 9, 2017, were forwarded to the email address, [redacted], the email address you placed on file for statement delivery.  Due to the delinquency on your account, we reactivated paper bills to be sent in addition to your electronic bills on February 7, 2017.   Per the terms of your cardholder agreement, when a minimum payment is not received by the due date, a late fee is automatically assessed to your account.  Each month that carries a revolving balance will be subject to interest charges as well.  Although you requested to cancel your TFS enrollment on October 11, 2016, the process of cancellation can take 1-2 billing cycles for the credit to apply to your account.  Our records indicate this was explained to you on November 3, 2016, prior to your bill closing date of November 8, 2016, for which a payment was not received.  Your TFS enrollment fee was credited back to your account on November 9, 2016.  After this charge was credited, your next billing statement closed with a balance of $66.00 as listed on your December 9, 2016, billing statement.  Between the dates of October 5, 2016, and March 5, 2017, you were charged $213.29 in late fees and interest, in accordance with the terms of your cardholder agreement.      As a courtesy, I have removed $184.29 in late fees and interest charges from your account.  Unfortunately, due to lack of payment for several months, your account was closed on March 9, 2017.  As of the date of this letter, your account balance is zero ($0.00).  You will not receive any additional billing statements for this account; however, I have requested that copies of the above referenced statements be mailed to the address listed on your complaint.      I understand that you are requesting compensation for the lost time in dealing with this issue; however, I must respectfully decline your request as Macy’s does not compensate for matters such as this.      I appreciate you bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

May 6, 2016[redacted]Re: Revdex.com Complaint ID [redacted]Macy’s Account ending [redacted]Dear [redacted]:  I am in receipt of your complaint filed with the Revdex.com which was forwarded to Macy's Executive Office.  As a...

liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Per the terms of the DSNB Credit Card Agreement, interest is charged on the outstanding balance of your account until the day you pay the full balance owed on that account type.  For example, if you have been paying only the minimum payments on your balance and you then decide to pay your balance in full, you will be charged interest 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.  This may result in a statement containing only an interest charge.  You can avoid being charged interest by paying your account balance in full every month by your payment due date. Applying this billing policy to your Macy’s account, the $2.00 interest charge that appeared on your December 24, 2015, billing statement included interest for the outstanding balance on your account between the bill date of November 23, 2015, and the date (December 6, 2015) that your $10.48 payment was applied to your account.  The minimum interest charge is $2.00.  Since this $2.00 interest charge was not paid by the due date of January 20, 2016, it was subject to additional interest charges. Your balance remained unpaid and continued to accrue interest until April 18, 2016, when we waived this amount as a courtesy to you.  As of the date of this letter, the account balance is zero ($0.00).  Furthermore, since the delinquency reported on your account from January 2016, through April 2016, was based on an outstanding balance that consisted only of fees, we have requested the credit reporting agencies remove this delinquency from your credit report.In regards to the statement notifications on your account, our records indicate that we have been sending email statement notifications to [redacted], and to date, we have not received notification that our emails were unsuccessfully delivered. For ease of reference, I’ve enclosed your billing statements for the periods ending December 24, 2015, through April 22, 2016, for your review.   [redacted], please accept my sincere apology for the length of time it took to respond to this matter. If I may be of additional assistance, please do not hesitate to contact me at the number listed below.  Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]Enclosures

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 but we also would liked a copy of the department stores national bank credit card  agreement that they are claiming that we sign 
Regards,
[redacted]

Dear [redacted]:I contacted [redacted] to verify that she received the Macy's gift card to resolve her complaint to your office.  [redacted] indicated that she received the gift card and considers the complaint resolved.Based on the above Macy's considers the complaint resolved and closed at this time.Should you have any further questions please do not hesitate to contact me at ###-###-####.Thank You,Teresa M.Macy's Executive Office

[redacted]   [redacted]
April 18, 2016
[redacted]
Re:  Revdex.com complaint [redacted]
        Macy’s [redacted] 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 apology for any
frustration this matter may have caused you.
Upon researching your account, we were unable to
confirm that you had received your billing alert via email.  Therefore, we have cleared our internal
records of any delinquency associated with this issue, and have requested the
credit reporting agencies update their records and delete any history of
delinquency from the time period of December 2015 through January 2016.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
Our records indicate that on February 14, 2016, a
credit balance refund check was issued to you in the amount of $64.00.  We also removed another $5.14 in interest
charges, which I have taken the liberty of requesting a credit balance refund
check for this amount.  You should
receive the check under a separate cover at the address listed above in 7 to 10
business days.
Thank you for bringing this matter to our attention
and giving me the opportunity to respond. 
If I may be of additional assistance, please contact me at the number
listed below. 
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

February 19, 2016[redacted] Re: Revdex.com Complaint ID #[redacted]       Macy’s American Express 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.  I was informed that you recently spoke with a Manager in our credit office, Ms. Hughes, and that she was able to resolve your concerns for you.I apologize for any frustration you experienced trying to resolve the issue of your returned merchandise.  Unfortunately, we were unable to confirm in our systems that the items had been returned.  Therefore, our credit associates needed documentation of the return in order to further investigate.  However, as a gesture of goodwill, Ms. Hughes adjusted the price of the items ($49.98) and removed all of the fees you were charged for the purchase.  As of the date of this letter, your account is closed with a zero ($0.00) balance.  If you are interested in having an account with us, you may reapply in any of our stores or online at macys.com.Additionally, Ms. H. cleared our internal records of any delinquency associated with this issue and also directed that [redacted], [redacted], and [redacted] also delete the delinquencies for September 2015 through January 2016.  Please allow the agencies 7 to 10 days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.[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 feel free to call me at the telephone number listed below if I may be of further assistance.   Sincerely,Michael J.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com