Macy's

[redacted]   [redacted]
October 12, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to Macy's Executive Office by the RevDex.com.  As a representative of
this office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank.  I
apologize for any inconvenience you may have experienced. 
In
order to expedite your billing statement to you, I sent you a scanned copy to
your email address, [redacted] on October 8, 2015.  I apologize you have not received your statement
for the period ending September 15, 2015, which was sent to your billing
address.
I
was disappointed to learn of the problems you encountered while speaking to our
credit customer service associates. 
Please be assured that the service you 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.  It is Macy's policy not to provide account
numbers over the phone for security and privacy concerns.  If you have not received your card, please
call us and we will send you a new card. 
Should you not have your card prior to your payment due date of October
12, 2015, you may make a payment over the phone with us at no additional
charge.  As of the date of this letter,
your account balance is $261.30, with a minimum payment of $27.00 due by
October 12, 2015.  I confirmed that no
late charges have been charged to your account.
[redacted], thank you again for bringing this matter to our attention and giving
me the opportunity to respond.  Your
business is important to us, as well as appreciated.  Please call me at the telephone number listed
below if I may be of further assistance.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

January 17, 2017   [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, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.   Please accept my sincere apologies for any frustration this matter may have caused you.  In researching your concerns, I found an error occurred on September 14, 2016, during your furniture return, and a debit for the Worry No More warranty was mistakenly applied to your account instead of a credit.  I have made a credit to your account in the amount of $191.14, to refund you for this error.  I have also waived $54.00 in late fees, and $2.08 in interest as a courtesy to you.   This brings your account to a zero ($0.00) balance.   I was disappointed to receive your request to close your Macy’s account due to your experience with our Customer Service Department; however, per your request, your Macy’s account was closed on January 12, 2017, and this letter will serve as confirmation of such.    Thank you for bringing this matter to our attention and allowing us a second chance to resolve your concerns.  We hope you view this matter as an isolated incident and consider allowing us the opportunity to exceed your expectations in the future.  Please accept the enclosed $25.00 Macy’s Money Certificate as an invitation to return to our store.   If I may be of further assistance to you in another matter, please feel free to contact me at the telephone number listed below.   Sincerely,  Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted] Enclosures/ mailed January 16, 2017   cc:  [redacted], Revdex.com

[redacted]   [redacted]
November
2, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re:    RevDex.com ID #[redacted]
        ...

Macy’s
[redacted] 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.  Please accept my sincere apology
for any frustration you may have been caused regarding the missing payment and
for the problems you encountered in trying to resolve this issue.
On August 17, 2015, when you made a $25.00 in our
Macy’s [redacted], PA store an error occurred and the payment was not posted
to your account.  For clarification, the
information originally sent from your bank was not sufficient to locate the missing
payment.  I am sorry for any
miscommunication from our representatives and that no one contacted you as
promised, however, I am happy to advise that with the information I received on
October 27, 2015, the payment was located and you will see it reflected on your
November 2015 statement. 
My research revealed that you spoke with a
representative on September 29, 2015, who removed a $25.00 and $38.00 late fee
as you requested.  This credit was
reflected on your October 20, 2015, billing statement (copy enclosed).  On October 27, 2015, an additional late fee
of $27.00 and interest of $0.63 and $2.47 were also removed as a courtesy. 
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  Your business is important to
us, as well as appreciated.  Please do not
hesitate to call me at the telephone number listed below if I may be of further
assistance.
Sincerely,
Rhea
B.
Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed Nov. 2, 2015
cc:     [redacted], Revdex.com

[redacted]   [redacted]  [redacted]     December 30, 2016     [redacted], [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 the courtesy you extended to me during our telephone conversation on December 22, 2016.  This letter is to confirm our discussion.  Please accept my apology for any inconvenience this matter may have caused you.   We are a company known for having great sales and promotional events, as well as a great assortment of merchandise for sale in our stores and online through macys.com.  Increasingly in this economic environment, customers are asking for – and responding to – coupons they receive in the newspaper or mail. Unfortunately, given the wide range of merchandise we offer, some items are excluded from our coupon offers.  While we understand this may cause some disappointment we clearly list the exclusions prominently on each coupon.  Our ability to offer certain premier brands is based on contracts established between Macy’s and select vendors.  We are obligated to uphold these unique agreements which prohibit us from discounting their merchandise.    In reviewing your receipt, the coupon did not apply to all of the items you purchased.  As we discussed on December 22, 2016, the subtotal that was eligible for the coupon to be applied was $80.00, which qualified your transaction for $15.00 off a $50.00 purchase.  Regrettably, the $33.75 [redacted] item was excluded from the coupon applied to your purchase.  As a gesture of goodwill, I have included $10.00 in Macy’s Money to be used toward your next purchase at any of our Macy’s store locations.  Please note, it cannot be redeemed for cash, or used toward a prior purchase.   I was disappointed to learn you felt rushed when the cashier kept your coupon, and then the store manager openly applied it toward the next customer’s purchase.  Please be assured that the service you 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.  Accordingly, I have forwarded a copy of your complaint, as well as my response, to the Store Manager to further address your concerns with the associates involved.    Please be advised, we offer many coupons, each with their own unique requirements and exclusions, ranging from a single use voucher, to an all-day shopping pass.  For those coupons intended for a one time use, the cashiers are advised to retain them after they are redeemed.     [redacted], thank you for the opportunity to address your concerns.  Your continued loyalty is important to us, as well as appreciated.  Thank you for your offer of sending gifts to Macy’s employees, yet it is not necessary.  If I may be of additional assistance in the future, please do not hesitate to contact me at the phone number noted below.   Sincerely,     Alison G. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed December 30, 2016   cc:   [redacted], Revdex.com         Store Manager, [redacted]-[redacted]

I purchased [redacted] shoes at :     Macy's [redacted]  [redacted]  [redacted]    date:  121/03/15 This info was shown on my initial complaint form. [redacted] [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 have tried to work with Macy's but the problems continue. Please re-contact them and help me straighten this out. Thank you.
Regards,
[redacted]

July 6, 2015
 
 
[redacted]
Re:   Revdex.com Complaint ID [redacted]
        Macy’s account ending in [redacted]
 
Dear [redacted]...

[redacted]:
 
Your complaint filed with the Revdex.com was forwarded to Macy’s Executive Office for review.  As a liaison in that office, I was asked to respond on behalf of Department Stores National Bank. I sincerely regret any frustration you may have experienced concerning your attempts to remove the authorized buyer on your Macy’s account referenced above and for the problems you encountered in trying to resolve this issue through our automated phone system.
 
On July 1, 2015, we removed the authorized buyer’s name, [redacted], from your Macy’s account ending in [redacted] and we have requested that [redacted] delete the account from [redacted] credit file.  Kindly allow the agencies approximately 30 days to make the necessary correction to their files.  Until then, this letter will serve as confirmation of this request and I am sorry for any inconvenience that you may have been caused.  Please make sure that [redacted] Macy’s credit card has been destroyed by cutting it into at least 3 pieces.
 
[redacted], thank you for bringing this matter to our attention and giving us the opportunity to respond.  As a courtesy to you, I have reversed the most recent late charge applied to your account in the amount of $35.00.  You will see this credit reflected on your next billing statement.  If I can be of any further assistance, please do not hesitate to contact me at the telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy’s Executive Liaison
###-###-####  Extension [redacted]
 
cc:  Tina Geers, 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,
[redacted] I am working with Steven to keep an eye on my accounts, but the problem is far from solved.  I am told it is a major glitch in Macy's system.  If it is taking this long, (more than 2 months), to fix their system, then Macy's has some SERIOUS BIG TIME ISSUES!  Steven has been extremely professional and courteous in regard to this enormous problem and I sincerely appreciate his help.  I know that he IS NOT responsible for this fiasco and I sincerely hope Macy's appreciates what he is dealing with and how well!  The complaint will stand.  If Macy's ever gets their act together and the problem is finally resolved, the complaint will remain.  I do not consider it wise to withdraw a complaint for a problem of this MAGNITUDE when it should never have happened. The problem should have been resolved in a quick, decisive move. [redacted]

[redacted],
We
are in receipt of Complaint Id# [redacted] regarding the charges to the
customer's account.  To resolve this
issue, we have submitted an adjustment for the price difference between the 2
mattress sets the customer referenced.  A
credit totaling $314.84 will post to...

the customer's account within 10 business
days.  The additional difference in
pricing is due to the WorryNoMore extended warranty attached to the customer's
current order.  Unfortunately, we are
unable to adjust the extended warranty pricing, as this will alter the
coverage. If the customer has any additional questions or concerns regarding
this matter, our office can be contacted directly.
Thanks,
Macy's
Executive Office

[redacted]   [redacted]     November 14, 2016     [redacted], [redacted]   Re:  Revdex.com, Complaint ID [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.   In reviewing our records, I found that you placed a macys.com online order (#[redacted]) on October 14, 2016; for two Embellished Neck Dresses at $74.25 each before tax.  Your order total was $159.27 after sales tax.   When you visited the Macy’s [redacted] store in [redacted], **, on October 22, 2016, you returned one of the embellished neck dresses, and we refunded $79.63 to the original form of payment.  A copy of your receipt was emailed to you at “[redacted];” however, I have enclosed a copy of that receipt for your review.   I reviewed our merchant credit card processing records and found this refund of $79.63 was marked as “settled” which means that your bank accepted the refund.  I encourage you to contact your bank to submit a dispute for this charge; I suggest that you furnish the enclosed receipt to your bank in supporting your claim so they may be able to research what may have occurred with the refund on their end.   [redacted], I can assure you that Macy’s has taken the proper steps with regard to processing your refund; however, I do regret learning you are experiencing continued difficulty with this matter.  Should you need additional information from Macy’s, I have provided my direct contact information for you below and would love to assist you with this matter in any way possible.  Thank you for allowing me the opportunity to respond to your concerns.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 14, 2016   cc:  [redacted], Revdex.com

[redacted]
[redacted]
[redacted]
[redacted]  Dear [redacted]: This email is to acknowledge the receipt of your Revdex.com complaint ID [redacted]. As a representative of Macy's Executive Office, this complaint has been assigned to me for review and...

response. While we have not spoken directly, I have investigated your complaint as it pertains to your bloomingdales.com order #466534048. The merchandise you ordered was priced at $210 on the day of your purchase. You were given a 40% discount on the price with our 'deal reveal' promo. Final purchase price $126.00 plus tax. It is our policy that only one promo code may be applied to each order. The extra 20% discount you requested was not able to be applied due to this policy. Furthermore, the promo code used was not able to be combined with any other offer. Please also note, you have received the lowest price for this merchandise. Based on this, Macy's considers this matter closed and resolved. Sincerely,   Colette O.Bloomingdale'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 did receive a new mattress but that does not address the fact that I had to take a day off from work without pay when the mattress should not have been delivered when it was damaged in the first place. Besides having to take an unpaid day off, I was never given a 2 hour time frame for my delivery and sat around until 3:00pm. I have been a loyal Macy's customer and card holder since 2008 and I expect to be compensated for the inconvenience, poor customer service and losing a day's pay.
Regards,
[redacted]

May 5, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint forwarded to Macy’s Executive Office by the Better...

Business Bureau.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. In August 2015, we 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 caused an error to occur and electronic statement notifications were not delivered to some customers that had elected to receive their statements through a third party, such as their bank’s website.  Therefore, we have cleared our internal records of any delinquency associated with this issue, and have requested the credit reporting agencies update their records and delete any history of delinquency from the time period of October 2015 through December 2015.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.Please accept my personal apology for the problems you have encountered trying to resolve this issue and thank you for bringing this matter to our attention.  Should you wish to reconsider the use of your Macy's account in the future, please do not hesitate to call me at the telephone number listed below.    Sincerely,Michael J.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted]   [redacted]
January 8, 2016
[redacted]
Re:  Revdex.com ID [redacted]
Dear
[redacted]: 
I am
in receipt of your 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 file, I was
asked to review and respond to your concerns.
Our
position on this matter has not changed. 
The posting of the receipt by you in your ad to sell the gift card on
[redacted] is what caused the card to be used. 
Since the card has been fully redeemed we are unable to send you a
replacement gift card.
[redacted], thank you for bringing this matter to our attention and giving me
the opportunity to respond.  If I may be
of assistance on another issue, please contact me at the number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

Thank you so much. Macy's has responded and fulfilled my requests.Sincerely,[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]

Dear [redacted], We are in receipt of Revdex.com Complaint # [redacted]  We have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you.William A.Macy’s Executive Office###-###-####cc: [redacted]

September 26, 2016[redacted]Dear [redacted]:We are writing in regards to the Revdex.com Rebuttal complaint ID# [redacted].We would like to honor your request to return the sofa and the extended warranty. I have your return setupfor sofa, chair and warranty on document number [redacted].At your convenience, you may contact Customer Service at ###-###-#### to schedule the pickup of thesofa and chair. Within 3-5 business days of the return being processed you will see a credit in the amount of$2174.34 back on your Macy's account. This is for the merchandise, WorryNoMore and sales tax.We are truly sorry for the poor experience you had with your purchase. We find this matter resolved.Sincerely,Sharon W.Macy's Executive Office###-###-####

April 12, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]     Dear [redacted]:   I am in receipt of your additional correspondence filed with the Revdex.com.  As a representative in Macy’s Executive Office, and because I am familiar with your concerns, I was asked to review and respond to your additional concerns.  I apologize for any inconvenience you may continue to experience.   On April 4, 2017, I received a voicemail from you requesting a call back.  In returning your call, you stated that you did not receive or cash the check.  I referred you to the letter that I sent dated March 29, 2017, that provided the website and phone number for the Rebate center and asked that you call them directly, or visit their website for further assistance.  Furthermore, I expressed to you that Rebates are handled by the manufacturers and that Macy’s is unable to refund you any monies directly.  After reviewing the website and calling them, you called me back and stated you were unsuccessful in resolving your concerns.   At that time, I offered to reach out to them to assist you.  When calling, their automated system asks a series of questions and once you follow the prompts, it will provide you with steps to submit in writing to them that you dispute cashing the check.  I returned your call later on April 4, 2017, and left a detailed message explaining this is what needs to occur in order for the Rebate center to address your concerns.    Although I understand your frustration, unfortunately I must refer you to call back to the Rebate center at ###-###-####.  Please follow the prompts and you will be provided the next steps you can take to submit a claim of not receiving or cashing the check.   [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Please do not hesitate to contact me at the telephone number below if you need assistance on a different matter as our decision has not changed and we consider this issue closed.   Sincerely, Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  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.   There is no $25 Macys money enclosed as Cathy said in reply. Where I can find the money?
Regards,
[redacted]