Macy's

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]:   We are 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 personal apology for any frustration or inconvenience you may have encountered regarding this matter.   According to the enclosed 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.    Applying this billing policy to your account, for the billing period ending August 24, 2016, your account had a closing balance of $3,229.78, with a $140.29 minimum payment due by September 20, 2016.  When no payment was received, a $27.00 late fee and $67.37 in interest charges were applied, resulting in a $3,393.03 balance, with a $268.66 minimum payment due by October 20, 2016.  Our records indicate you spoke with a Customer Service Representative on October 20, 2016, and inquired about our payment assistance plan, and stated you preferred to make a $140.00 payment at the end of the month, yet you were willing to pay at least $50.00 on this day if we could set up a payment plan for you.  The call was transferred to our [redacted] Payment Assistance Department, yet a payment plan was not set up, and instead you chose to make a $140.00 payment on October 20, 2016; however, because it was less than the required minimum payment due, a $37.00 late fee and $71.76 interest charge was applied, resulting in a $3,361.79 balance, with a $271.42 minimum payment due by November 20, 2016.  Shortly thereafter, your previous payment in the amount of $140.00 was reversed on October 31, 2016, and a $27.00 return check fee was applied to your account. On November 2, 2016, you made a replacement payment of $140.00, and as a gesture of goodwill, we removed the $27.00 return check fee.  When no additional payments were made by your November 20, 2016, due date, a $37.00 late fee was applied, along with $70.03 in interest, resulting in a $3,469.30 balance, with a $413.45 minimum payment due by December 20, 2016.  On December 13, 2016, you called and requested through our automated voice system to remove the $37.00 late fee, which was removed as a courtesy.   Our records indicate you called on December 20, 2016, and scheduled a $142.03 payment with a posting date of December 31, 2016.  Therefore, because no payment was received by December 20, 2016, a $37.00 late fee and $71.42 interest fee were applied, resulting in a $3,540.72 balance, with a $557.87 minimum payment due by January 20, 2017.  On December 31, 2016, you called to cancel the scheduled $142.03 payment, and made a $145.00 in-store payment.  However, this minimum payment did not include the $271.42 past-due amount, and was not enough to meet the required total payment due of $413.45, and a $37.00 late fee and $76.18 interest charge were applied, resulting in a $3,508.90 balance, with a $562.05 minimum payment due by February 20, 2017.  When no payment was received, an additional $37.00 late fee and $68.10 interest charge were applied, resulting in a $3,614.00 balance, with a $562.05 minimum payment due by March 20, 2017.  The account was closed on February 21, 2017, in accordance with the DSNB Credit Card Agreement when your payments did not satisfy the required minimum payment due for four (4) consecutive months.      On February 22, 2017, you spoke with a Macy’s Customer Service Supervisor about the payment arrangements available to you.  During the conversation, she offered you a payment plan with monthly payments set at $75.00 per month, for 55 months, at a 4.9% Annual Percentage Rate.  She informed you that your account had closed on February 21, 2017, and you claimed that no one told you the account would close, and you were unwilling to submit any payment at this time.  Unfortunately, in spite of her attempts to inform you about the circumstances and terms leading to your account closure on February 21, 2017, and the payment options available, she was unable to fully address these issues when the call was disconnected.    In your complaint, you state that no one followed up with you after your concerns were escalated on March 2, 2017, and that all contact information for you is the same.  However, our records show on March 3, 2017, our Collections Department made three attempts to call you at a phone number ending in [redacted], yet there was no answer, and we were unable to leave a message.  On March 15, 2017, you called and requested to update your billing phone number to the phone ending in [redacted].    Regarding your request to reopen and reinstate your account, I can certainly understand that personal hardships became a factor in your inability to maintain your minimum due payments.  However, due to the noncompliance with the DSNB terms that were given to you at the time of your application, we must respectfully decline to reopen your Macy’s account.  If you would still like to set up a payment plan with our [redacted] Collections Department, you must contact them no later than May 18, 2017, to set up a payment assistance plan.  You may reach them directly by calling ###-###-####, and the [redacted] Collections agent will transfer you to our Payment Assistance Department.  If you do not reply by this date, your account will charge off and be given to a third party collection agency.   [redacted], please understand that we are always happy to satisfy our customers in any way possible; however, in order for all our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our credit practices. If you have any further questions, do not hesitate to call me.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed May 1, 2017  cc:  [redacted], Revdex.com

Dear [redacted],We are responding to Macy's Executive message.  Macy's Executive stated that they are not able to meet (our) the customer's accommodation request.  We waited from Sept. 18, 2016 - Nov. 16, 2016 for Macy's to delivery merchandise more than 55 days, and upon deliver it was an incomplete order.  The sales person, Tameka P. was in denial of the facts the order was incomplete. If, we had not refused the order. WE WOULD HAVE BEEN ROBBED OF $900.00 DOLLARS.  Therefore, we look at Macy's offer of $150.00 as an insult.  If, Macy's Executive want to show us good faith.  They will have no problem offering us $300.00 or more. This will show us good will and trust.Respectfully,[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], We are in receipt of Revdex.com Complaint #[redacted]. As previously stated, we have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. The customer was trying to purchase a piece of Close Out luggage that was on clearance. Unfortunately, the item sold out. The customer wants us to discount a piece of regularly priced luggage to the close out price. Unfortunately our policy will not allow this and this is clearly stated in all selling and promotional documents. We are willing to provide an appropriate discount on another piece of luggage, but at this time she has not reselected anything. I have been clear with [redacted] that reselection must precede any discussion of a discount. Based on the above we believe that our position is both fair and equitable, and we remain available should she wish to reselect. Thank you.  Sincerely,   Melissa U. | Omnichannel Presidential Correspondant  Omnichannel Selling and Service Escalation Team | MCCS Executive Office

December 8, 2015 
[redacted] 
[redacted] 
[redacted]
Re:  RevDex.com complaint ID [redacted] 
        Macy’s store account
ending in 3800 
Dear [redacted]...

[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 respond on behalf of Department Stores National Bank.  Please accept my apology for any concern this
situation regarding your account may have caused. 
My research confirmed that on September 24, 2015 we received
notification that you had filed bankruptcy. 
As a result, your Macy’s account was closed.  The terms of the Department Stores National
Bank Credit Card state that we can close your account at any time without
notifying you.  Unfortunately, the
account cannot be reopened.  I am sorry
for the misinformation you were given previously regarding the reason for your
account’s closure. 
Regarding your Plenti points, our records show that a gift
card was used to place your recent order through macys.com.  No Plenti points were used for that
purchase. 
While I understand
that this is not the resolution you are seeking, we are required to adhere to our
policies and procedures so that all of our customers receive fair and
consistent service.  Feel free to contact
me at the telephone number listed below if I may be of assistance on another
matter in the future. 
Sincerely,
Michael J.  
Macy’s Executive
Office 
###-###-####
Extension [redacted] 
cc:  [redacted], Revdex.com

[redacted], We received the complaint for [redacted] regarding ID #[redacted]. The customer stated the furniture arrived damaged on multiple occasions. We have processed an adjustment for the customers inconvenience and have offered an additional exchange. Thanks, Jon A. | Omnichannel...

Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's  WorryNoMore extended warranty issues with her sectional furniture. Macy’s has agreed to provide a 100% credit adjustment and refund the cost of the WorryNoMore fee as a one-time accommodation. The consumer...

should receive the refund check within 10-14 business days. For any additional concerns, the consumer can contact our office directly. At this time Macy's will consider this matter closed. Thanks, 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.  [redacted] and I spoke and they understand the complaint reason. No commitment was made to fix the consumer office/customer service response; but Macy's representative understood my complaint well and agreed that it is not a proper way to handle by customer service.The customer service team, needed to acknowledge immediately that item was not available on the shelf at the time of purchase ( or had lesser number of items available than purchased). Macy's representative needed to apologize immediately for this and offer a rain check for when this item is available again. Then a comparable can be reasearched at the request of the customer.
Regards,
[redacted]

Dear [redacted],  I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke.Please accept my sincere apology for any inconvenience your mother in law experienced while attempting to place an order. Unfortunately with her international...

credit card we won't be able to process the order. If there is another form of payment you wish to use please don't hesitate to contact me to place the order. Ms. Godin, thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely, Dakota B.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### | Fax: ###-###-#### | Email: [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.   
1. Macy's did call me and did email me a return authorization to [redacted].2. I was not given a free postage return as says on Macy's website, nor was the return accepted at the store.3. I was directed to Macy's partner [redacted] in [redacted] and was finally given a return authorization but I had to pay the postage.4. I mailed the package (headphones, original receipt, documentation to demonstrate why Macy's made it impossible for me to return within 30 days) at my own expense which was received by Macy's partner [redacted] on March 16.  I have not received acknowledgement of my return.  Nor have I received a replacement set of headphones nor a credit or a refund.How can Macy's consider this closed by simply providing me with a return authorization email?  I would like both a replacement set of headphones and store credit for the full amount of the purchase.   I also want to know how future customers will be prevented from experiencing the same run-around.  How can it take so many phone calls and a store visit for me to receive a return authorization?  How can a company not acknowledge receipt of the defective product and issue credit/replacement for more than 2 weeks?
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.   Regards,
[redacted]

[redacted]   [redacted]November 19, 2015[redacted]Re: Revdex.com Complaint #[redacted]        Macy’s account ending in [redacted]       On behalf of Department Stores National...

Bank:Contact Date With Customer:  November 19, 2015Complaint Summary:  [redacted] wrote that she visited a Macy’s store in [redacted], on September 19, 2015, and opened a new account with the understanding that she would receive a 20% discount on all purchases made that day or the next day.   She was told this same information by three (3) other sales personnel prior to making additional purchases at the [redacted] and [redacted] counters.  When she received her first billing statement, it showed a $100.00 New Account Discount.  A Supervisor confirmed that the maximum amount is $100.00, and offered her an additional $50.00 credit.  [redacted] would return the additional items she purchased, but has already used the products.  Therefore, she is requesting for a credit adjustment of $52.97, which would constitute 20% off all of the purchases she made that day.Resolution:  [redacted] accepted my apology for any inconvenience and frustration she may have been caused due to this issue.  I explained that Macy’s offers a new account discount to individuals who apply for and are approved for a new Macy’s account.  Customers receive a 20% discount up to $100.00 off the purchases charged to the new Macy’s account the day it is opened and the next day.  I assured her that the service she described receiving from our sales associates is not indicative of the quality customer service we strive to provide.  As an additional customer accommodation, on November 19, 2015, I credited her account $52.97.  This adjustment will show on her next billing statement.  [redacted] is satisfied with the resolution.Regina M.Macy’s Executive Offices###-###-#### 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. 
Regards,
Char Bow Spoke with rep from Macy's and was given a gift card and money back for transaction, the gift card was received but the customer says that she has not received the credit back to the debit card was not received it was for $66.96, would like to have that credited back to her account as promised from the complaint resolution with Revdex.com

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. Jan B. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

July 7, 2017 [redacted] Re:  Revdex.com Complaint 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.  Thank you for responding to the email that I sent you after I was unable to reach you at the phone number listed in your complaint, and for the courtesy you extended to me during our phone conversation on June 29, 2017. Please accept my sincere apology for the customer service you describe receiving during your recent shopping trip to our [redacted] store.  Macy’s goal is to have professional and knowledgeable sales associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  It appears we may have fallen short of this goal.  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.  Accordingly, I shared your comments with the [redacted] Store Manager, so she can follow up with the appropriate action. In regards to the [redacted] plush robes that you state were on sale for $10.67, our records show that we have two items for sale in the store that match your description, one selling for $60.00 and one selling for $17.43.  Please note that one selling for $17.43 is not Last Act clearance pricing.  Last Act merchandise is identifiable by either a blue or a yellow pricing ticket on the item and the pricing will either end in a three (3) or a six (6).  Currently, online at macys.com, the item is on sale (until August 23, 2017), for $21.97 to which an online promotional code, if available, can be applied.  I am not finding any record of this item being on sale either in store or online for $10.67.  As a result, we will not be able to accommodate your request to sell you this item at the $10.67 price.  [redacted], while I can certainly understand your frustration surrounding this matter, it is not Macy’s policy to compensate for matters such as this.  I must respectfully decline your request for a gift card.  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

[redacted]   [redacted]
December 22, 2015
[redacted]
Re:  Revdex.com complaint #[redacted]
       
On behalf of...

Macy’s:                                   �...⇄
Contact Date(s) With Customer:  December 21,
2015
Complaint Summary:  [redacted] purchased a pair of
boots, from our [redacted] location, that had a broken zipper.  When he attempted to return or exchange the
boots at his local [redacted] Macy’s the store refused to complete the transaction
citing they did not have anything comparable. 
Resolution:  Offered [redacted] a $200.00 gift card to be
used inside any Macy’s or online at macys.com.  
The customer is happy with this resolution.  A gift card will be sent directly to the
customer under separate cover.
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted] RevDex.com

Revdex.com: I have received several call from some one at Macys, not able to respond due to sickness. I will try to reach someone today. I have not seen any changes on my son's billing. They said charges will be removed but not seen this.,also stated new credit cards will be received only received one credit card. They supposed to be two.I have received one letter stating: " thank you for your cooperation with the claim of fraudulent activity on Macys account  xxxxxxx[redacted], he does not have an account ending with these numbers. So what is Macys talking about? The matter has not been closed till we see charges removed from credit cards, and we received two new credit cards in the mail. Only received one.
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]

Our saga with Macy’s [redacted] continues. Today our bill (attached) shows we are still not in the clear.  (For security purposes, I deleted all of the credit card number except for the last 4 digits).  Even though it states the amount is contested (disputed), at this point it...

is still being held against us. Now, our credit alert shows this is negatively affecting my credit score. (attached Word doc) We are at our wit’s end to know where to turn next. We look forward to hearing from you soon in regard to what you can do to follow up on this case. If you need further info from me, please do not hesitate to ask. Respectfully,[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.
Regards,[redacted]

[redacted]   [redacted]
January 21, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [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. I apologize for any inconvenience you may have
experienced.
In researching your complaint, I
found that on October 19, 2015, we received notice of the fraudulent charges on
your Macy's [redacted] account.  We
opened a fraud claims case on November 11, 2015, and reported the account as
stolen.  Our Fraud Department was able to
verify the fraudulent purchases and cleared your Macy’s [redacted] account
of the fraudulent charges totaling $77.93, and removed the associated late fees
($64.00) and interest charges ($2.52) bringing it to a zero balance.  In addition, we cleared our internal records
of any delinquency associated with this issue and requested that [redacted],
[redacted], and [redacted] delete the delinquencies from November 2015, through
January 2016.  Please allow the agencies
approximately seven (7) to ten (10) business days to make the necessary
corrections to their files.  Until then,
this letter will also serve as confirmation.
[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,
Stephanie P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com