Macy's

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 19, 2016[redacted]Cincinnati Revdex.comDear [redacted]: We received the complaint for [redacted] regarding ID [redacted]. The customer stated that they have been inconvenienced by the delay in receiving her credit for return merchandise. I processed the paperwork to have the credit put back on [redacted]...

[redacted] original form of payment and had the process expedited. I spoke to [redacted] today, and informed her that she should see the credit within 3-5 days. Based on the above, Macy's considers this matter closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]
January 23, 2017[redacted]Re: Revdex.com ID #[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. I intended to discuss this matter with you personally; however, my attempt to reach you was unsuccessful. I was able to leave you a voice mail message on January 23, 2017. I contacted the [redacted] store and spoke with our Jewelry Manager who advised that you picked up your re-sized ring on January 23, 2017. She stated she apologized for the length of time it took to do the second sizing and gave you $100.00 in Macy's Money to use towards a future purchase. I am happy to hear that the engagement ring is in your possession and is sized correctly. Please accept my personal apology for any frustration you may have experienced in trying to resolve this matter. The service you described is not indicative of the quality customer service we strive to provide. Macy’s expects each facet of its operations to meet exceedingly high levels of service. Your feedback is critical as it assists us in truly understanding our customer’s experiences and directs our attention to areas in which we can improve our service quality. The information you provided, as well as my response, have been forwarded to Michael H., (Store Manager, [redacted]) for review.  [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 contact me at the number listed below. Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com Michael H., [redacted]

[redacted]   [redacted]     February 14, 2017           [redacted]   Re: Revdex.com, Complaint ID [redacted]         Macy’s...

Gift Card ending in [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.  I had hoped to speak with you personally to clarify this matter; however, my attempts to reach you were unsuccessful.   I was able to leave a message for you on January 23, 2017, and welcome the opportunity to speak with you.   Fortunately, in reviewing our records we were able to locate the gift card you reference in your complaint.  In reviewing your gift card, I found that it was originally issued in December of 2009 and there has been no activity on the card since issuance.  Because gift cards are an alternative form of currency, unfortunately, they are often used for fraudulent purposes.  In the interest of fraud prevention, after a period of extended inactivity or other qualifying factors, there may be instances where we must place a hold on a gift card so the funds are preserved.  However, upon receipt of proof of ownership, we are happy to release the funds for use.    I regret learning of your experience in attempting to establish ownership of your Macy’s Gift Card.  Generally, when a customer submits the documentation we request, the gift card funds are released upon completion of our review within 3-4 days.  It appears from your complaint; the Macy’s email ([redacted]) you were sending your documentation to was invalid.  In consulting with our Gift Card Department, I found that this email is actually spelled “[email protected],” and this may have contributed to the difficulty you encountered.   As a gesture of goodwill, we have decided to release your Macy’s Gift Card funds for immediate use.  As of the date of this letter, your Macy’s Gift Card has an available balance of $1000.00, and may be used in any Macy’s store or at macys.com.  We hope you find something special to purchase!   Thank you for bringing this to our attention and allowing me the opportunity to resolve this matter.  If I may be of further assistance to you, please feel free to contact me at the telephone number listed below.    Sincerely,  Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

I cannot speak to what the other dealership was able to do or not do.  It is possible that the deal at the other dealership is not yet funded and they or the lender might be in contact for additional info.  The consumer has been refunded all money that was paid to the dealer despite the discrepancy in information provided on the credit application.  This complaint should be closed and it should be made clear that the dealership made every effort to complete the loan and when we could not we refunded all money to the consumer.

February 24, 2016
[redacted],
We
are in receipt of complaint ID #[redacted] in regards to the preference fees
charged to the customer for a mattress return. Also, the customer wanted Macy's
to honor no interest for 24 months on her new mattress purchase. We...

contacted
the customer and approved to refund the preference fees for the return of her
mattress. Also, we honored 24 months of no interest promotion to the customer
on her new mattress purchase. At this time, Macy's will consider this matter
closed.
Thank
You,
Macy's
Executive Office

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,I called your office 3 different days last week and was told all 3 times that you were not in. I left messages but did not hear back from you until Saturday. I will call you again now.

July 20, 2017   [redacted]   Re:  Revdex.com Complaint ID [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 concern regarding Macy’s return policy and your [redacted] store visit.  We sincerely regret any inconvenience you may have experienced as a result of this matter.   Please accept my sincere apology for the level of customer service you describe receiving in our [redacted] store.  Be assured that the problems you encountered are not typical of the level of quality customer service that we strive to provide.  Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Thank you for the time you took to share this situation with us, as it provides us an opportunity to follow up with the appropriate action.  However, due to privacy and employment laws, we are unable to discuss what action may have been taken.   For clarification, with a receipt, most merchandise purchased in a store can be returned for a full refund within one year of purchase to the original form of payment.  Some restrictions apply and are posted in certain departments.  Without a purchase receipt, a gift card will be issued for the item’s lowest selling price within the last one hundred eighty (180) days.  In both of your examples, we would return the funds to the debit cards used to make the original purchases, or place the funds on a Macy’s gift card.    Please note that most banks have processes in place that link the compromised card for returns only to the new card or account number if at the same bank.  Any return to the original form of payment would show as a credit on the replacement debit card account.    [redacted], should you wish to return to the store to have the refund processed, please request to speak to the store manager for assistance.  While we would like to respond favorably to every customer, that is not always feasible, as we are required to maintain and adhere to specific policies and procedures to ensure our customer's nationwide receive fair and consistent treatment. Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please contact me at the number listed below.    Sincerely,  Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        Manager, [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]

[redacted]   [redacted]
March 4, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Macy's Account Ending in
[redacted]
      Complaint ID: [redacted]
Dear
[redacted]: 
I am
in receipt of your recent complaint filed with the Revdex.com
regarding your Macy's 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
apologize if you have been unsuccessful in your attempt to speak with us about
your account.  Our correspondences dated
February 11, 2016, and February 22, 2016, from Ms. Julia O. advised you to
contact her directly if you had additional questions.      
[redacted] you may also contact me at the telephone number below if you have
additional questions.  I look forward to
assisting you.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]
     The Revdex.com  
The Macy's card is issued by Department Stores
National Bank.

June 23, 2015
 
 
[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.  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
the billing on your Macy’s store account referenced above. 
 
We
also regret any confusion or miscommunication that may have occurred during the
application process for the account on March 18, 2015.  During the application process, on the
signature pad, the customer is required to confirm that the application
information has been entered correctly by the associate.  The screen states:  “Is this correct?,”  and the customer has the option of reviewing
the information provided (e.g. name, address, birthdate), and then selecting  “Yes” or  “No”  to
verify that the application information is accurate for the account.  Our records indicate that you selected “Yes” in
confirming that the address of [redacted]
was your correct address.  As a result,
this is where we mailed your card and billing statement.  Unfortunately, your   billing statements and the card were
undeliverable by the United States Post Office. 
Your address was updated to the address noted above when you spoke with a
Macy’s Credit Customer Service representative on June 16, 2015.  Copies of the March, April, and May billing
statements are enclosed for your review.
 
Since
no payment was received for the payment due dates of April 18, 2015, and May
18, 2015, the account was reported to the credit bureaus as a thirty (30) days
late status.  However, due to your
assertion that it was the store associate who made the error with your address
when the account application was processed (that resulted in the account’s return
mail status), we have processed a request to the bureaus to correct the
derogatory information as referenced above. 
It will take the credit reporting agencies approximately seven to ten
days to update their records and in the interim this letter may serve as a
confirmation of this request.
 
While
no late charges were applied to the account due to this situation, interest
charges totaling $4.96 were assessed during April and May 2015.  I have reversed these fees as a courtesy to
you and you will see them credited on your next billing statement.  We received your $75.00 payment on June 16,
2015, and the account balance as of the date of this letter is $60.41.  Your account, as of the date of this letter,
reflects a current status.
 
 [redacted], thank you for bringing this matter to our attention and giving us the
opportunity to respond.  I am very sorry
that you feel our Customer Service representatives did not provide you with a
level of service you expected from Macy’s and I hope this situation has not
jeopardized our future business relationship. 
If you should have any further questions or concerns, please do not
hesitate to call me at the telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy’s Executive Office
###-###-####  Extension [redacted]
 
Enclosures/ mailed June 23, 2015
 
cc:  [redacted], Revdex.com   The Macy's card is issued by
Department Stores National Bank.

We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you. Thank You,Macy's Executive Office

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted]. We have spoken to [redacted] and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you Sincerely, Bobbie A.Liaison, Omnichannel...

Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
December 22, 2015
[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 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. We
appreciate the time you took to contact us about the information listed on your
credit report for the above referenced Macy’s account.  Please accept my sincere apology for any
inconvenience or frustration you may have experienced regarding this
matter. 
I
was disappointed to read about the miscommunication you received from our online
credit representative when you asked us to increase your account’s credit limit
on October 20, 2015.  Under federal law,
with every credit card application or request to increase the credit limit for
an existing account, we must determine the customer's ability to repay
additional credit. This is accomplished
by reviewing the annual income information provided by the customer and the
minimum payments due on all existing loans as they appear on your credit
report.  Because we contact the credit
reporting agencies to obtain your outside credit history, the inquiry appears
on your credit report.  We have followed
this procedure for some time and our policy did not change with the recent
update of our credit services as mentioned in your complaint. 
Upon
review, I confirmed that our online representative did not adequately explain that
we would be accessing your credit report when your account was approved for a
credit limit increase from $4,600.00 to $6,000.00.  Therefore, as a gesture of our goodwill, we
requested that Experian, [redacted] and TransUnion remove this inquiry from your
credit profile.  Kindly allow the credit
reporting agencies thirty (30) days to update their records.  As you may know, credit reports are managed
by the credit reporting agencies, and we have no control over how your credit
score is calculated.  If you believe this
situation has negatively impacted your credit score, you will need to contact
each agency directly.
[redacted],
thank you again for bringing this matter to our attention and giving me the
opportunity to reply.  Your feedback is
critical as it assists us in understanding our customers' experiences and
directs our attention to areas in which we can improve our service quality.  We appreciate your business and your
continued loyalty.  If I can be of
further assistance, please do not hesitate to contact me at the telephone
number listed below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

[redacted],
We are in receipt of complaint id #10993641 regarding
the customer’s refund for the furniture. We had contacted the customer and had
set up a return for the furniture to be picked up on 12/24/15. We had advised the customer
that he will receive full refund for the return once the furniture is picked up
and is checked back into the fulfilment center. 
It is a process that can take 5-7 business days after the furniture is
picked up from his residence. Unfortunately, Macy’s cannot process the credit
until the furniture is picked up. We had also advised the customer that once
the credit is processed, he will receive an email confirmation that the credit
has been processed. At this time, Macy's will consider this matter closed since
we have already approved the furniture return for full refund.
Thanks,
Macy's Executive Office

December 24,...

2015
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

Re: Complaint ID #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of [redacted] complaint. 
As a representative of [redacted] Executive Office, I was asked to
review and respond to her concerns.  I
have spoken to [redacted] directly to discuss...

her concerns.  Although we are unable to price match her
item, a credit in the amount of $134.99 will post to her [redacted] account
in three to five business days.  Based on
the above, [redacted] considers this matter resolved and closed
satisfactorily.
 
Sincerely,
 
Tonie R.
[redacted] Executive
Office
###-###-#### Extension [redacted]
 
cc: [redacted], Revdex.com of
Cincinnati

Problem: I have been a loyal customer to Macy's [redacted] for over 10 years with main problem being rude, disrespectful or erroneous response. I have called and emailed in regard to a problem occurring Aug 2016. My brother had just died young and horrifyingly due to brain cancer. My mother...

was found to being at Stage IV panctreatic cancer soon after and in the months from before June 2016, I was dealing with extreme emotional loss. At this time, my daughter had been volunteer teaching at the [redacted] in [redacted]. My biggest fear was that the area had no hospitals as Lakotas use medicine men. Well, I got the call that she was having trouble breathing, extreme ugh temp and other symptoms so serious that I knew I had to get her to a hospital ASAP. Somehow, I actually remembered to bring my Macy's [redacted] bill. I mailed it on time but got home to discover a 30 day late remark on all 3 credit reports. I made at least 20 phone calls explaining the deaths, and serious illness involved. I was treated horribly and basically they told me that no matter who dies, they would never remove that derognitve info. I was devastated by the cold, cruel and callous way I was spoken to. I asked for a goodwill adjustment due to the harm it is doing to my credit and that I was never late in 20 years. I was told that Macy's [redacted] had no goodwill. Possibly, mailing from the remote [redacted] could've caused s delay. I truly have no late payments with anyone on my credit report. The customer Reps did not remove erroneous negative information but at the same time assured me that the lives of my family was not at all important, definitely not as important as their payment. 0f course, they got full payment but I am stuck with a huge negative on my record for 7 years. I am being penalized on mortgage rates, auto loans all due to complicated and life threatening emergency where Ifelt the biggest priority was my childDesired Outcome: The disrespect and cruel responses to the death of 2 immediate family members can not be repaired. I lost my belief that most people have some compassionate and kind. The only thing that will resolve this is the immediate removal on all 3 credit reports, of all derogatory remarks or indication of me ever being late. I will lose the house I want to buy as Macy's [redacted] portrays me as an irresponsible payer. I don't deserve to suffer with this on my report for 7 years !

Re: Complaint ID #[redacted]
Dear
[redacted]: 
We
are in receipt of complaint # [redacted]. We
have spoken to the referenced customer and have resolved all matters as
expressed in the complaint.  Based on
this, we consider the matter closed satisfactorily. Thank you....


Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]