Macy's

[redacted]   [redacted]     February 10, 2016     [redacted]    [redacted]    [redacted]     Re:  Revdex.com ID #[redacted]     Dear [redacted]...

[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 apologize for any inconvenience you may have experienced.     In reviewing your complaint, I apologize that the Flint store was in disarray at the time of your visit.  I forwarded the information you provided to the   store  manager to address the condition of the store and the dressing roo[redacted]     In regards to the dress that you found on the sales floor marked down to $0.01, that item had been marked down as salvage in the inventory system and is e  either “sold” to a third party or given to charity.  It is not to be placed on the sales floor or sold to a customer.  In the event the merchandise is accidently   placed on the sales floor and found it is our policy to remove the item from the sales floor and return it to a designated area.  If the customer insists on   purchasing the item, the manager has the option to look up the lowest selling price for the item and offer it at that price less 25% which is what the clearance   price would have been when the item was for sale to the public.  The store manager would be the appropriate person to determine if the damaged dress could be sold as it was marked as salvage.  I apologize that you received conflicting information while in the store.     In regards to the dress, web id [redacted], being available online, it is and sells for $209.00.  To date, it has not been discounted and therefore would sell for the price as marked the day that you place your order.  If it is not excluded from our online promotions, it may be discounted by using the available discount code, or a Macy’s promotion code.  We are not able to sell you the dress for $41.80, which would be 80% off.     [redacted], I hope that you understand that as a business we establish and adhere to policies and procedures like this to ensure that all our customers    receive fair and consistent treatment.  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

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com complaint ID #[redacted]         Macy’s gift card ending in [redacted]   Dear [redacted]:   I am in receipt of the complaint filed...

with the Revdex.com which was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns.  We sincerely regret any inconvenience you may have experienced in this matter.   Thank you for the courtesy you extended to me during our phone conversations on April 25, 2017, and April 26, 2017.  Upon review, I found that your gift card ending in [redacted] has a balance of $22.26 on it after your $15.01 merchandise return was applied to the card on March 13, 2016.  I apologize that the associate advised you that all you needed to use the gift card balance on a future purchase was to show your receipt.   Since you no longer have the gift card, on April 26, 2017, I requested the gift card ending in [redacted] be marked as lost and a new card be issued and sent to you under separate cover to the address noted above.  Please allow seven to ten days for the card to be reissued and mailed.   I was disappointed to hear of the customer service issue you encountered in the store in trying to resolve this matter.  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.  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.   [redacted] thank you for taking the time to bring this matter to our attention and giving me the opportunity to respond.  Your feedback provides us an opportunity to follow up with the appropriate action.  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]
 
September 1, 2015
 
 
[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
sincerely regret any frustration you may have experienced regarding the
interest applied to the above referenced Macy’s account. 
 
According
to the enclosed Department Stores National Bank Credit Card Agreement, interest
is charged on the outstanding balance of your Revolving account until the day
you pay the full balance owed.  For
example, if you have been paying only the minimum payments on your Revolving
balance or you miss a payment due date 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 will appear on your next
statement.  The minimum interest charge
is $2.00.
 
Applying
this billing policy to your Macy’s account, the $2.00 interest charge was for
interest accrued on your account balance between the last bill date of June 11,
2015, and the date (June 21, 2015) that your $76.20 payment was applied to your
account.  As gesture of our goodwill, we
have requested the removal of this $2.00 fee to bring your account to a zero
balance.  We closed your account on
August 21, 2015, as you requested.
 
I am
sorry that the credit representative was unable to remove this fee on August
21, 2015, when you first called about the account balance.  As the representative explained, we updated
our credit system and were not able to successfully access all of the system’s
functions at the time of your call.  It
certainly was not our intention to inconvenience you and I apologize for the
delay in processing your request.
 
Your
continued loyalty is important to us and we are sorry we have disappointed
you.  We understand that you have a
choice in where to shop and I hope you will reconsider the use of your account
in the future.  If I can be of assistance
on another matter, please do not hesitate to contact me. 
 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
 
Enclosures
 
cc:  [redacted], Revdex.com

[redacted]   [redacted]
February 2, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's
account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Macy's Executive Office
by the Revdex.com.  As a
representative of this office and because I am familiar with your account, 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.  
Thank
you for the courtesy you extended to me during our phone conversation on
January 28, 2016, and confirming that you received your card.  I apologize that the initial card was received
later than you expected.  When we
discussed the status of your account on December 15, 2015, and we updated our
address it was not clear at that time if your card had already been sent.  When we spoke on December 31, 2015, you
confirmed that you hadn’t received your card and we ordered a new one for
you.  Please use the second card that you
received and destroy the first one that was issued. 
[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

[redacted], I am in receipt of your complaint # [redacted], [redacted],  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.  Please accept my apologies for the miscommunication...

regarding this matter.  [redacted] issue was resolved on 09/14/2016 and a credit was issued to the customer.  At this time Macy’s considers this matter closed to the satisfaction of our customer.   Teresa M.– Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team

January 30, 2018   [redacted]    [redacted]   Re:  Revdex.com, Complaint ID [redacted]   Dear [redacted]:    I am in receipt of the complaint you filed with the Revdex.com,...

which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns.   We want our customers to be satisfied with their purchases but we know returns may occur, especially during the holiday season.  In general, we will gladly accept merchandise for return within 180 days of purchase.  If a customer presents proof of purchase, we will offer a full refund to the original form of payment or in the form of a store credit.  If a customer does not have any proof of purchase, they may still be eligible for a store credit for the item’s lowest selling price within the last 180 days; however, Macy's uses a return verification system and all returns and/or exchanges are subject to validation and approval.   While we sometimes offer an easy exchange card or a merchandise exchange for a return, there may be times where we send the store credit in a mailed Merchandise Only Certificate.  You may receive a Merchandise Only Certificate when you return merchandise without a receipt, or with a receipt that shows the merchandise was purchased with a certificate, gift card, check, or was a gift. A Merchandise Only Certificate can be only used in a store and cannot be used for online purchases.    I truly regret the misinformation you received at the store concerning why you were issued a Merchandise Only Certificate.  It is incorrect to suggest that you were being “flagged” or that a Merchandise Only Certificate was sent solely based upon your individual return history.  As a retailer we are victim to a significant amount of return fraud and in order to keep prices low for our customers, we must ensure that we try to curtail our losses in this area.  Our return verification system has advanced algorithms that track return trends based upon the type of merchandise being returned, the location, the price point, the identification presented, the proof of purchase presented, and many other factors.   In this instance, you presented an item for return with a “customer return sticker” that had never been activated.  We provide this sticker as a way to track returns so that if our customer forgets their receipt somewhere, we can still locate their receipt in our system.  We have recently seen an increase in fraudulent returns where the “customer return sticker” was never activated, which could suggest the blank sticker was placed on merchandise that was either never sold at Macy’s or otherwise taken from Macy’s without purchase.  You may have received a Merchandise Only Certificate because your return had one of these characteristics.    After reviewing the transaction and validating that it did not meet the criteria we were looking for, we decided to mail you the Merchandise Only Certificate for your return.  In any case, if the store does accept an item for return without proof of purchase, the employees at the register do not control the method in which we issue you a store credit.   Due to the many factors considered before issuing a refund for a return without proof of purchase (which are subject to change), we cannot guarantee you will not be mailed a Merchandise Only Certificate in the future.  I apologize for any inconvenience you may have experienced because you were unable to do an exchange at the time you presented your item for return. As a one-time courtesy to you, I have processed a 25% price adjustment to the coat you purchased with your Merchandise Only Certificate on January 7, 2018.  Including tax, a refund in the amount of $27.20 has been processed to the third party credit card you used alongside your Merchandise Only Certificate, and you will see this refund reflect within 7-10 business days.   [redacted], you can be assured that Macy’s does not engage in unethical business practices such as scams.  We fully comply with all applicable laws and regulations in our return policies and practices.  Thank you for bringing this to our attention and allowing me the opportunity to review and respond to your concerns. If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

November 22, 2016[redacted], [redacted]Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: This letter will acknowledge receipt of your recent inquiry addressed to the Revdex.com. I would welcome the opportunity to personally discuss your...

online ordering experience, however my attempts to reach you have been unsuccessful. I have listed my telephone contact information below and remain available to you.Please accept my apology for the disappointment you had while attempting to use your Macy's Money. I understand that you were unable to use your $30 in Macy's Money due to the time difference. I have adjusted your order number [redacted] to reflect $30 off. Please allow 5 to 7 business days for a credit of $32.86 to post back to the [redacted] account used to make the purchase.Please be aware that Macy's is reviewing the timing of the Macy's Money offers for customers outside of [redacted] Standard Time.Thank you for bringing this matter to my attention and giving me the opportunity to respond. We hope you will consider this an isolated incident and continue to shop at Macy's. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I understand that there is a block on my e-mail address. Can you remove the block then please? I don't understand why it hasn't been removed in response to this complaint rather than closing the case. I assume it was blocked in response to my account being hacked in the past. That issue has been resolved though now, and my account is no longer compromised.
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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

August 17, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint ID [redacted] 
        Macy’s account ending in [redacted]
 
Dear...

[redacted]: 
 
We are in receipt of
your recent complaint filed with the Revdex.com and forwarded to
Macy’s Executive Office, where as a liaison, I was asked to research 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 research
confirmed that our website has not had any issues with processing electronic
payments.  We also offer customers other
methods to make a payment to their account. 
For example, they may be made in any store, by mail, over the phone, and
many banks also allow their customers to schedule payments through their
system.  Our records show that you have
previously taken advantage of making payments by telephone with a credit
associate. 
 
I verified that
payments were missed for the billing periods ending July 1, 2015, and August 1,
2015.  We received your telephone payment
of $74.57 on August 6, 2015, and a late fee credit of $18.00 was also processed
on that date, bringing your account to a zero ($0.00) balance. 
 
We are unable to
remove any additional late fees at this time as they were correctly applied to
your account.  If you have documentation
that supports your attempts to make payments online, please call me and I can
speak to you about how you may provide the documentation referenced in your
complaint.  While I understand that this
is not the resolution you were seeking, we are required to adhere to certain
policies and procedures so that our customers nationwide receive fair and
consistent treatment.  Feel free to contact
me at the telephone number listed below if I may be of any additional
assistance. 
 
Sincerely,
 
 
Michael J.
Macy’s Executive
Office
###-###-####
Extension [redacted]
 
cc:  [redacted], Revdex.com

I think their business practices are horrible they don't give any disclosure as far as what they're going to do until after they do it and I think it's a horrible thing to do to a customer who has been in good standing. Just because we don't use the car doesn't mean we don't want the card. It's almost like they're punishing us for not spending money at their store and I don't think that's right. And the way they responded was very matter-of-fact one-sided and as if they didn't care at all about the customer and it really makes me angry it's not fai

I need a manager from Macy's to contact me regarding this matter and we can go from there.

December 13, 2016[redacted]Re: Macy's Account Ending in [redacted]    Complaint ID [redacted]Dear [redacted]:  I am in receipt of your additional concerns forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.I regret any continued frustration you may be experiencing regarding the above-referenced Macy's account.  In my letter dated October 14, 2016, I addressed the purchases, payments and balances on your account from the time it was opened until it charged off on September 29, 2015.  We show a $300.00 payment was received on February 15, 2016.  Your account has been assigned to [redacted], an external collection agency.  You may contact [redacted] directly at ###-###-####.  Sincerely,[redacted] M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted]    The Revdex.com     [redacted]

[redacted],
We
are in receipt of the rebuttal for Complaint ID #[redacted] regarding the
advertising of our delivery fee. In response to the consumer complaint, as
previously advised, we do not advertise our pricing for furniture and
mattresses as  “delivery included” . 
Therefore a consumer should not assume the delivery fee is included on
our price tags in store or our pricing featured online.  We do have several ways in which we alert our
customers about delivery fees that are applied to any order that will be
delivered.
At
this time we will not be changing our advertising policy as our methods are
well within standard. However, we will send the consumer's feedback to the
appropriate personnel, as we appreciate all criticism from our customers.  At this time Macy's will consider this matter
closed, and we will not respond to any additional rebuttals regarding this
matter.
Thanks,
Macy's
Executive Office

March 11, 2016
Tina
Geers,
We
are in receipt of complaint ID #[redacted] regarding the customer's refund for
the mattress set she returned to Macy's. We contacted the customer and
confirmed that her credit was processed back to her [redacted] account on 3/10/16. At
this time, Macy's will consider this matter closed.
Thanks,
Sincerely,
Macy's Executive Office

Re: Complaint ID #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of the inquiry, filed on your behalf, by [redacted] of the
Cincinnati Revdex.com.  As a
representative of Macy's Executive Office, I was asked to review and respond to
your...

concerns. 
 
On
behalf of Macy's, I would like to extend my sincerest apology for the
inconvenience and frustration you experienced due to the delay of your
refund.  Upon receipt of your inquiry, I
immediately performed a thorough review of our records as they pertain to your
macys.com order number [redacted].  Our
records indicate the amount of $158.15 was credited in the form of a gift
card.  We also show the funds were
devalued from the gift card and applied to your Macy's account ending in [redacted]
on July 20, 2015.  As you mentioned,
additional fees totaling $28.18, which include interest and a late payment fee,
have been applied to your account for no payment received during the month of
July.  For this reason, we are unable to
reverse the fees posted to your account.
 
[redacted]
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.    As an
extension of our apology, I am sending you a $25 Macy's gift card under
separate cover.  You should receive the
gift card within 5 business days from the date of this letter and you may use
it on macys.com or at any Macy's store nationwide.  If I can be of further assistance, please
feel free to contact me at ###-###-####. 
My office hours are Monday through Friday, 9:00 AM to 4:00 PM, Eastern
Time.
 
Sincerely,
 
Tonie R.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Revdex.com of
Cincinnati

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.   The message says there is a letter attached but I don't see it. I got a phone call from Macy's last weeks on Wednesday and after submitting my bank statement proving charges, they said they would mail me a check. She said it was in the system to go out that day or the next and k should have by Monday. It still has not arrived. I will continue to reject their response until I get the check. Once received I will accept the response. 
Regards,
[redacted]

May 16, 2016[redacted]Re: Revdex.com ID #[redacted] Macy’s [redacted] account ending in [redacted] (Lost-Stolen) Macy's account ending in [redacted] (Lost-Stolen) Macy’s [redacted] account ending in [redacted] (closed) Macy's account ending in [redacted]...

(closed)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 been caused regarding the fraud on your Macy’s and Macy’s [redacted] account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on November 18, 2015, you disputed the charges on your accounts.  At that time we reported your Macy’s account ending in [redacted] and your Macy’s [redacted] account ending in [redacted] as lost/stolen and a new Macy’s account ending in [redacted] was opened, and a Macy’s [redacted] account credit card ending in [redacted] was issued.  I was disappointed to hear that you called monthly with no resolution to your complaint.  If a charge is determined fraud, any related fees will be removed. I am pleased to convey that on December 15, 2015, we removed the $924.73 fraud charges from your account ending in [redacted].  As of today’s date your Macy’s account is closed with a zero ($0.00) balance.  In addition, on March 17, 2016, we removed a total of the $674.06 in disputed charges, late fees, and interest from your account ending in [redacted].  An error occurred and we credited one late fee twice resulting in a credit balance of $37.00.  I have corrected that error and as of today’s date your Macy’s [redacted] account is closed with a zero ($0.00)balance.  Also, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and [redacted] delete the late payment history for November 2015 through April 2016 on your Macy’s [redacted] account from your credit file.  Kindly allow at least 30 days for the agencies to modify their records to reflect the information contained in our request.  Until then, this letter will serve as confirmation of this request.  [redacted], thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  Your business is important to us, as well as appreciated.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

May 30, 2017    [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy's [redacted] account ending in [redacted] (stolen)...

        Macy's [redacted] account 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 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.   Upon review, I found that when you spoke with a representative on April 5, 2017, you advised that you did not make the $802.09 charge on your Macy’s [redacted] account.  We closed the Macy's [redacted] account ending in [redacted], issued you a replacement card with a new account number ending in [redacted], and moved the $802.09 charge to the reissued account.   After we received your complaint, and per our Fraud Department policy, the $802.09 charge was moved back from the Macy’s [redacted] account ending in [redacted] to the stolen Macy’s [redacted] account referenced above.  Be assured that the account will not incur any additional fees or affect your credit report.  In the meantime, please allow up to ninety (90) days for the fraud investigation to be completed.  At that time, you will receive a letter from the Fraud Department under separate cover with their decision including the actions that have been taken.  As of the date of this letter, your Macy’s [redacted] account ending in [redacted] is current with a $258.20 balance.   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,     Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Revdex.com:
 Hello good guys at Revdex.com in Cincinnati, I just logged in my case to respond to an the response to the other party. However, I could not type in any message. Yes, I clicked on 'I accept Response' but when I wanted to type that I need a few more days [I just came home from a clinic] the area where I am supposed to type in is not accessible no matter how many times I click on it. All I wanted to say is that I WILL SEND the information requested by Macy's. Please, give this old man a few more days. He WILL RESPOND as requested. I sincerely appreciate your understanding,   [redacted]