Macy's

[redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnati, OH 45202Dear [redacted]: I contacted [redacted] by phone to resolve his complaint ID #[redacted] and to apologize for any inconveniences he experienced as a result of his macys.com orders. [redacted] stated that he did not receive his gift cards...

from either order. As a courtesy, I am sending [redacted] a gift card for $200.00 that he 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]

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]

January 21, 2016
Dear [redacted]Cincinnati Revdex.com1 E Fourth St.Cincinnati, OH 45202
Revdex.com Complaint # [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,
Jan B.
Macy's Executive Office
###-###-#### Extension [redacted]

[redacted]   [redacted]
February 18, 2016
[redacted]
[redacted]
[redacted]
Re:    Revdex.com Complaint ID
#[redacted]
         Macy’s account...

ending in 6490
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
recently underwent a system conversion for the Macy's credit card accounts as
well as the credit servicing pages accessed through the macys.com website.  Unfortunately, the implementation of this
upgrade may have caused challenges when accessing the credit servicing site for
the first time after the conversion.  If
you continue to experience difficulty viewing your billing statements online,
or accessing your account information, please contact our Technical Assistance
team at ###-###-####, option 6, and a representative will be happy to assist
you.  I am sorry that you were unable to
access your electronic bills and your account went delinquent, and subsequently
you closed your account on October 2, 2015.
According to the Department Stores National Bank Credit Card
Agreement, a late fee is added for each billing cycle you fail to pay the
Minimum Payment Due by the payment due date. 
The fee will be $27.00; or $38.00 for any additional past due payments
during the next six billing cycles after a past due payment occurred.  Interest is charged each month the account
carries a balance.  The minimum interest
charge is $2.00.
Upon review, I found that you attempted to register your
Macy’s account and update your profile at macys.com.  Your billing statement for the period ending
July 26, 2015, had a $104.99 balance with a $25.00 minimum payment due by
August 26, 2015.  When no payment was
received by this due date, your account was charged the applicable late fee in
accordance with the terms of the Credit Card Agreement.  The billing statement for the period ending
August 30, 2015, had a $46.99 balance (including a $85.00 return credit) with a
$46.99 minimum payment due by September 26, 2015.  When we did not receive a payment by this due
date, your account was charged additional fees bringing your account balance to
$86.99 with an $86.99 minimum payment due by October 26, 2015.
On
October 1, 2015, we received a $48.99 payment. 
However, this payment was less than the minimum payment ($86.99) and
your account continued to be charged additional late fees.  When we did not receive a payment by November
26, 2015, we again charged additional late fees. Although the fees were properly charged, on
November 30, 2015, we removed a $38.00 late fee and $2.00 interest charge.  We received a $40.00 payment on December 3,
2015; however, it was less than the minimum payment ($118.00), and your account
was again charged the applicable fees. 
The billing statement for the period ending on December 30, 2015, had a
$77.00 balance with a $77.00 minimum payment due by January 26, 2016.
On
December 31, 2015, we removed a total of $79.00 in accumulated fees, which
brought your account to a $2.00 credit balance. 
I have refunded this amount in the form of a check, which you should
receive under separate cover within 7 to 10 business days.  You should not be receiving any further
calls.  I have enclosed copies of your
billing statements for the time period July 2015 through January 2016, as
reference.
[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 do not hesitate to contact me.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed February 18, 2016
cc:  [redacted],
Revdex.com

February 11, 2016
[redacted]Cincinnati Revdex.com
1 E. Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Complaint # [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,
Jan B.
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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]   [redacted]
 
 
June 15, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
      Bloomingdale'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 the Department Stores National Bank.  I had hoped to discuss this matter with you personally, but unfortunately, I was unable to reach you.  
 
I was disappointed to learn that you were unable to use your coupon for the promotional offer of 5,000 Loyallist points for your birthday and for the service you described receiving when you spoke with sales professional regarding the issue.  Bloomingdale’s goal is to have professional and knowledgeable sales professionals available in every department, so that all of our customers’ questions and needs are addressed and resolved efficiently.  Therefore, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality. 
 
Upon review, I found that you made a purchase of $168.51 on June 3, 2015.  As a courtesy, an adjustment of 10,000 Loyallist points was applied to your Bloomingdale’s account ending [redacted] on June 11, 2015, as a gesture of goodwill.  
 
As a patron of Bloomingdale’s for over 7 years, I hope this will be viewed as an isolated incident and I am sorry this issue wasn't resolved sooner.  If I may be of any further assistance please do not hesitate to contact me at the telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Bloomingdale's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted], Revdex.com

Please cancel complaint with Macy's was assigned ID [redacted].I went to the store and was made whole. I tried to call, but the number does not accept incoming calls.  Thanks fro your help Tina,[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.  Thank you for your more detailed explanation about the rebates. Salespeople understood it as I initially did.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The credit for the original return has been credited to my Macy's card.  The additional amount of $50 has not appeared on my account as of today.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I expect the refund within the next 2-3 weeks. However, if not received, I may have to reopen this case. Thank you
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.    This is a most ridiculous offer. The company clearly did not pay attention to details of the complaint.The couch was defective and yes it was returned and Macy's adjusted only the cost of the couch and the warranty I purchased on the sofa. Why am I being charged a total of 305.15? Can they please explain that to me? I do not have a previous balance on my account. The only charge on my account was the couch so I wish they would explain the 305.15 fee(since the couch was returned). I was told I would not be charged anything to return the couch unless it was a preference issue. Clearly, it was not a preference issue. Pictures have been produced to prove that. It is totally asinine for Macy's to offer 15% off a new sofa when they won't even stand behind a defective sofa that they sold me. They are skirting  around the issue at hand and ignoring it as they have from DAY 1. I am quite sure that there is not a person on this earth who would pay  nearly 2000.00 dollars for that mismatched couch.I wish that someone at Macy's would give me an explanation instead of a  ridiculous rehearsed answer. Thank You, [redacted]

[redacted]   [redacted]
March 28, 2016
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID [redacted]
        Macy's [redacted]...

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. 
Macy's upgraded its online credit servicing site featuring enhanced
security and new capabilities in late August 2015.  Unfortunately, the implementation of this
upgrade may have caused challenges when accessing and using our credit
servicing site, which resulted in a disruption of online servicing for many
customers, as well as longer-than-normal wait times for customers calling us.
Resolving these technical issues and reducing hold and call times are
top priorities for us. We are doing
everything we can to ensure we provide you the level and type of service you
have come to expect at Macy's.  We truly
apologize for any frustration you may have experienced when attempting to
access your Macy's credit account online or when contacting Credit Customer
Service.
Our records indicate that on March 1, 2016, your online profile was
successfully unlocked and an email was sent with your existing password.  Please note that you may need to review your
online profile to ensure all your information is up to date.  Once that step has been completed, please register
your card on the online servicing site to enable access to your account. Should you need additional technical support,
please call ###-###-#### and choose option six from the menu offerings.
[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

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.   If the account was settled in February and you received payment on February 2017 it is inaccurate reporting to report me as late for the months March, April & May. If the account has been paid even after a charge off, the current status should be "paid". I am not talking about the history but I am referring to "current status"
Regards,
[redacted]

[redacted]   [redacted]   December 15, 2016   [redacted]   Re:  Revdex.com, Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your complaint 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.   On behalf of Macy’s, please accept my personal apology for your poor experience while shopping in our store.  As a company committed to outstanding customer service; Macy’s goal is to have professional and courteous sales associates throughout our store so that all of our customers have a positive shopping experience. After reading your complaint, I can certainly understand your frustration with the events that occurred.   Please be assured that the service received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.  I forwarded a copy of your complaint to the Store Manager at Macy's [redacted], for further review.  I was pleased to learn that he contacted you personally to apologize for this incident.  In addition, he advised me this matter has been addressed with the appropriate parties to ensure a similar situation does not occur for another customer.     Thank you for allowing me the opportunity to respond to your concerns.  If I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,   Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted] Revdex.com       Mr. Mark I., Vice President Store Manager, Macy’s [redacted]

April 11, 2016
[redacted]
re: Revdex.com
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. Thank you for your courtesy when we spoke on April 11, 2016.
Please
accept my sincere apology for any inconvenience you experienced as a result of
being unable to use your gift cards when ordering on macys.com. Upon reviewing
and resolving the issue I was able to send a gift card for $110.00 to replace
your gift cards ending in 6810 and 5982. Although your gift card ending in [redacted] had been purged from our systems, I have sent an accommodation gift card for
$60.00 to entirely resolve your concerns. Certainly, your parents would want
you to have the benefit of these gifts. These will come in plain white
envelopes within a few business days.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. I did adjust a 25% discount on your order #[redacted],
as requested. If I can be of further assistance, please do not hesitate to
contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]  [redacted] October 18, 2016Mr. [redacted]  [redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s American Express account ending in [redacted] (closed) Macy’s store account ending...

in [redacted] (closed) Dear Mr. [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 (DSNB).  Please accept my sincere apology for any inconvenience you may have experienced regarding your account. In reviewing your account, I discovered that your original purchase totaling $64.54 on February 27, 2016, was charged to your Macy’s American Express account ending in [redacted], since your Macy’s store account ending in [redacted] was closed automatically during our credit conversion on August 25, 2015.  Please note that this information was contained in our change in terms notification that was sent to you in our letter dated June 15, 2015, which explained the Macy’s store account and the American Express account were being combined into one Macy’s American Express account ending in [redacted], with a credit line of $2500.00.   Prior to the new terms being effective, your Macy’s American Express account consisted of two credit lines accessed through one card; one credit line for your purchases at Macy's and on macys.com; and another for your purchases outside of Macy's.  Each credit line had its own account number; the Macy’s store account ending in [redacted], and the American Express account ending in [redacted].  Each account would have billed separately each month that there was a balance and you would have to register both account numbers with your bank to receive both statements electronically. After August 25, 2015, when the new terms were effective, your account was converted to a single credit line that can be used at Macy's and outside of Macy's, everywhere American Express is welcome.  If you only had your Macy’s store account number ending in [redacted] registered with your bank, we no longer send out statements with that account number, so no statements would have been delivered to your bank for either the old closed Macy’s store account, or the new American Express account number ending in [redacted] if they didn’t already have it on file after August 25, 2015.  Copies of your statements may also be viewed and printed through our online credit service center at macys.com, and online payments can be processed free of charge once a customer completes their online registration.  For clarification, it would have been necessary to add your Macy’s American Express account number to your macys.com online profile, or to provide it to your bank for your electronic bill pay service to be received.   In review, your $64.54 payment was received on March 15, 2016, yet it was applied to the inactive Macy’s account which was at a zero ($0.00) balance, leaving a credit balance of $64.54.  Enclosed are billing statements for the Macy’s store account ending in [redacted] from April 2016, through September 2016, for your review.Meanwhile, the American Express account went unpaid, accruing late fees and interest charges.  According to the terms in the DSNB Credit Card Agreement, if the minimum amount due is not received by the payment due date as shown on your monthly statement, a late fee and interest charge are applied to your account.  Our records show a second payment of $172.84 was applied to your Macy’s store account ending in [redacted] on June 23, 2016, resulting in a credit balance of $237.38.  On July 11, 2016, we transferred the $237.38 credit from the Macy’s store account to the American Express account.  This credit applied to the July 5, 2016, closing balance of $213.23, creating a credit balance of $23.42.  However, an error occurred in this transfer, and this amount was not deducted from your Macy’s store account, causing a double credit to you for this amount of $237.38.   On July 6, 2016, the American Express account ending in [redacted] was closed automatically due to four months of non-payment.  On August 8, 2016, we mailed a credit balance refund check for $237.38 for the erroneous remaining credit on the Macy’s store account ending in [redacted], resulting in two credits to you: one in the form of the refund check, and one that was applied as a credit balance transfer to the American Express account.  Thus, on August 29, 2016, our Billing Adjustment Department charged back $237.38 to the American Express account to correct the error.  This created an unpaid balance of $260.11 for the billing period ending September 4, 2016.      On September 13, 2016, due to this error I removed $175.00 in late fees, and $20.57 in interest charges on the American Express account as a goodwill gesture.  As a courtesy, I also credited $64.54 on the American Express account for the original charge made on February 27, 2016.  In addition, we cleared our internal records of any delinquency associated with this issue and requested that [redacted], [redacted], and [redacted] remove the account from your credit file.  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.  I had also requested to reopen the Macy’s American Express account ending in [redacted] as a courtesy due to the confusion that led to the misapplied payment issue; however, on October 10, 2016, our records indicate you called and requested to close your Macy’s American Express account.  For your reference, I have enclosed billing statements for the American Express account from March through September 2016.  As of September 21, 2016, your American Express account was reinstated with a credit line of $2500.00.  Currently, per your request, the account ending in [redacted] is closed with a zero ($0.00) balance. Mr. [redacted], thank you for bringing these issues to my attention.  I apologize for any confusion that resulted due to our conversion process, and for the errors that occurred on your accounts.  If I may be of further assistance in the future, please do not hesitate to contact me at the number noted below. Sincerely, Alison G[redacted]Macy's Executive Office###-###-#### Extension [redacted] Enclosures cc:  Ms. Tina Geers, Revdex.com

Dear [redacted]: We have received Revdex.com Complaint ID [redacted] for [redacted]. [redacted]' refund has been processed and posted to his account as of 3/28/2016.Based on this, we consider this issue resolved. Sincerely,Michele S.Macy's 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]  I’ve received a letter from Macy’s.  I am satisfied with their response. Thank you very much, I truly appreciate Revdex.com for helping me in this regard.  Best Regards,[redacted]

Please see below and attached. April 17.2018[redacted]RE: Revdex.com Complaint ID # [redacted] Macy's Account ending in [redacted] (closed) Macy's Account ending in [redacted] (closed)Dear [redacted]:I am in receipt of your Revdex.com (Revdex.com) complaint which was forwarded to Macy's Executive Office on April 5. 2018. As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Please accept my sincere apology for any inconvenience and frustration this matter may have caused.While researching your account, 1 located the purchases made on November 2017, along with the receipts for the return made, totaling $99.98. When you made the return totaling $99.98, the return posted to the account ending in [redacted]. where you made the original purchase. I partnered with Macy's Billing Adjustments department to have this corrected.I was sorry to learn of the fraudulent activity on your Macy's account ending in [redacted] and the difficulty you had in getting the matter resolved. Please know that your Macy's account ending in [redacted] where the fraud originated was closed on November 14, 2017, with a zero balance. On March 27, 2018, your replacement Macy's account ending in [redacted] was closed, per your request, with a credit balance of $101.98. A credit balance refund check in that amount will be sent under separate cover. Please allow seven (7) to ten (10) business days for the check to arrive.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of further assistance on another matter, please do not hesitate to contact me at the telephone number listed below.Sincerely.Rachel R. Macy's Executive Office ###-###-#### Extension [redacted]CC: [redacted] Revdex.com