Macy's

[redacted]   [redacted]     January 5, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in...

[redacted]         Macy’s Store 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.  Thank you for the courtesy you extended to me during our phone conversation on December 23, 2016.  This letter is a follow up to our discussion.  Please accept my sincere apology for any inconvenience this matter may have caused you.   It is regrettable to learn that on December 22, 2016, your $8,200.00 debit payment was applied to your Macy’s store account ending in [redacted], and not your Macy’s [redacted] account ending in [redacted] as you requested.    I was disappointed to read of the experience you described having when first calling Customer Service on December 22, 2016, for assistance with the misapplied payment.  Upon listening to this call, the Customer Service representative advised you that the payment you made had not yet posted to your account, and informed you it may take up to 48-72 hours to reflect on the account. Please note, the Credit Customer Service Department is unable to make any changes until the payment posts to the account.  Depending on what time of day the payment is made, this process can take up to three days to post, yet normally posts within 24 hours for debit payments. That is why after learning you made the payment in store with a debit card, the Customer Service representative tried to encourage you to go back to the store to correct the issue immediately.   We are sorry we did not provide the customer service experience you expected.  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.  I have forwarded a copy of your letter as well as my response to the appropriate Manager so that they may address these issues with the associate involved.  In addition, I have forwarded a copy of your letter as well as my response to the Store Manager so they may address the issues you had with the store associate during your payment process.   The $8,200.00 payment posted to the store account on December 23, 2016, and we requested it be transferred to the [redacted] account that same day.  When we spoke, I advised you that the payment should be available on the [redacted] account by the end of the day, or by Saturday, December 24, 2016, at the latest.  After an unexpected system delay in processing this payment transfer, the $8,200.00 payment posted on December 29, 2016, to the [redacted] account.    Additionally, I advised when reviewing your payment receipts, each receipt will show the last four numbers of the [redacted] account ([redacted]) regardless of which account you are applying your payment; however, to the left of the payment amount the receipt will say “Macy’s Store Account” or “Macy’s [redacted] Account,” indicating where the payment was applied.  We recommend double checking this each time after processing an in store payment.      [redacted], thank you for the opportunity to assist you in resolving this matter.  I apologize for any inconvenience this may have caused you.  If I may be of further 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]   cc:   [redacted], Revdex.com         Customer Service Manager         [redacted] Store Manager

[redacted]   [redacted]   April 19, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[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.  Please accept my sincere apology for any inconvenience you may have experienced in our [redacted] store with respect to the item you attempted to return.    My research found that you contacted both our [redacted] store and the District Office in an attempt to return or exchange a [redacted] watch.  Our return policy was explained and you were directed to contact the manufacturer for warranty information.  For clarification, we will gladly accept returns or exchanges for most Luxury Watch purchases with price tags attached as long as your item is in saleable condition and is within 30 days of purchase.  Certain restrictions apply to select items and are printed on your receipt.    Although I do not like to hear that we did not meet your customer service expectations, your comments are important to us, as they provide us an opportunity to follow up with the appropriate action.  Therefore, I have forwarded a copy of your letter, as well as my response, to the Regional Director of Stores, so that he may address these issues with the store personnel.  Please note that due to privacy and employment laws, we cannot discuss what specific steps were taken.   We regret that your email to Jeffrey G., the President and CEO of Macy’s, Inc., was returned as undeliverable, however, he has a special staff of individuals, like myself, who assist him in responding to all telephone calls and written inquiries.  I assure you that every letter that comes to our office is reviewed promptly and with the highest level of professionalism possible.  On occasion, we are not able to satisfy our customer's requests and Mr. G. is aware of that possibility.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  While we make every effort to accommodate our customers whenever possible, it is not always feasible. As such, I must respectfully decline your request. Your business is important to us, as well as appreciated.  We understand that you have a choice of where to shop and hope you allow us the opportunity to exceed your expectations in the future. 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]   cc:        [redacted], Revdex.com             Regional Director, [redacted]

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. After speaking with the customer I was informed that the rebate office has contacted him and will be sending out the remainder of the rebates that are owed. Based on this information we are considering this matter closed...

satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

February 6, 2018   [redacted]   Re:    Revdex.com Complaint ID #[redacted]          Macy’s store account ending in [redacted]   On behalf of Department Stores National Bank:  ...

Contact Date With Customer:  February 6, 2018                                      ...⇄   Complaint Summary:  In January 2018, [redacted] had her email changed on her macys.com profile without her authorization. This caused [redacted] to lose access to her online profile.  She attempted to contact Macy’s Customer Service to resolve this, but this was unsuccessful.   Resolution:  On February 6, 2018, I contacted [redacted] and apologized for the frustration this matter caused.  I assisted [redacted] in deleting the profile that was linked to the email address not belonging to [redacted], and I re-established her access to her macys.com profile under her preferred email address.  [redacted] will need to link her new Macy’s card to her profile when she receives it in the mail. [redacted] has my email address and may contact me directly with any questions or concerns.  Based upon these actions, we consider this complaint resolved.   Stephen Casali Macy’s Executive Office 1-888-622-9793 Extension 73197   cc:  Tina Geers, Revdex.com

See below and attached. [redacted]Re: Revdex.com Complaint ID Number [redacted]Macys account ending in [redacted] Dear [redacted]:I am in receipt of your complaint filed with the Revdex.com, concerning your above referenced Macy's...

account. As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank.On behalf of Macy's let me first offer my condolences for the loss of your fiancée. I also regret any inconvenience you may have experienced regarding the reporting of your Macy's account to the credit reporting agencies. As confirmed in your complaint, you did receive the monthly statements for the account and I should point out that a notice of the past due status of your account is prominently printed on page 3 of each statement. For your convenience, I am enclosing copies of the monthly billing statements for the closing dates of October 25, 2017 through January 25, 2018, for your review.We understand that you are attempting to improve your credit report by requesting that we modify the payment history associated with your Macy's account. We have an obligation to accurately report all activity, either favorable or unfavorable, to the credit reporting agencies. It is the bank's policy not to remove any delinquency from your credit report, unless it occurred as a result of a billing error. After researching the delinquency on your account, we found the information to be correct. We did not receive the required monthly payments for the purchase made on your account.[redacted], I regret that, on this occasion, we are unable to provide the resolution you are seeking. Nevertheless, I appreciate the opportunity to respond to your concerns. Please contact me personally if I can be of any additional assistance.Sincerely.Carrie A.Macy's Executive Office ###-###-#### Extension [redacted]Enclosurescc : [redacted]The Betler Business BureauThe Macy's card is issued by Department Stores National Bank.

June 02, 2017[redacted]Marketplace Resource ConsultantCincinnati Revdex.com re: Revdex.com Compliant ID ([redacted])Dear [redacted]: I am in receipt of complaint ID: [redacted]. After several attempts at resolving the issue, we are unable to further accommodate [redacted]. We have apologized to her and have offered alternatives for returning any unwanted merchandise. [redacted] disagrees that this is an appropriate resolution. However, we do not believe any additional consideration is warranted. Based on the above, Macy's must now consider this matter closed.Sincerely,Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

[redacted],
We
are in receipt of the rebuttal for Claim ID #[redacted].  In reviewing the customer's account, we have
verified the refund posted on 1/12. 
Also, we have submitted another adjustment for the delivery fee applied
to the original purchase. This adjustment should post to the customer's
original form of payment within 14 business days.
Thanks,
Macy's Executive Office

Please withdraw this complaint

[redacted]   [redacted]   October 25, 2017  [redacted] RE: Follow up to Revdex.com Complaint Number [redacted]       Macy’s Account ending in [redacted]  Dear [redacted]:   I am in receipt of your follow-up correspondence filed with the Revdex.com (Revdex.com) which was forwarded to Macy’s Executive Office.  As a liaison in this office, and having previously communicated with you, I was asked to review and respond to your continued concerns on behalf of Department Stores National Bank (DSNB).  Please accept my apologies for any frustration or inconvenience this matter may have caused. Thank you for signing up for Macy’s “Thanks for Sharing” program.  I hope that you have found it to be of value.  However, if you are dissatisfied with the program for any reason, let me know and I will be happy to return your money and remove your enrollment from the program. [redacted], thank you for bringing these matters to our attention and giving me the opportunity to respond.  Between this and my original letter to you, I trust I have responded to all of your concerns.  A copy of our previous response dated October 3, 2017, is enclosed for your reference.  If I may be of further assistance, please do not hesitate to contact me at the telephone number listed below.  Sincerely,  Peter D.Macy's Executive Office###-###-#### Extension [redacted] Enclosure cc: Revdex.com The Macy's card is issued by Department Stores National Bank.

July 14, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]       Macy’s store accounts ending in [redacted] (stolen) & [redacted] (closed)       Macy’s [redacted] account ending in [redacted]...

(closed)Dear [redacted]:I am in receipt of your complaint forwarded to us by the Revdex.com and the letter you sent to [redacted], Chairman, Macy's, Inc.  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 been caused regarding your fraud claim on your Macy’s account, and for the problems you encountered while attempting to resolve this matter. Upon review, I found that you called on March 9, 2016, and advised us that you received an email earlier that day from our Consumer Protection Department attempting to confirm a charge that was made on your Macy’s account ending in [redacted].  We immediately closed this account as lost/stolen and opened account ending in [redacted].  An investigation was initiated upon receipt of the Statement of Fraud form.  During the investigation, billing for the disputed amount should have been suspended and I sincerely apologize that your account was sent to Collections during the investigation process.  Be assured, I have shared a copy of your complaint along with my response with the appropriate party to address further. I am pleased to share that on May 25, 2016, we removed the $969.75 charge, $64.00 in late fees, $30.60 in credit protection charges, and $41.68 in interest charges from your account ending in [redacted], bringing your account to a zero ($0.00) balance.  As of March 10, 2016, your Macy’s [redacted] account ending in [redacted] also has a zero ($0.00) balance.  I have confirmed that both accounts have been closed per your request.[redacted], we understand that you have a choice of where to shop and we are sorry this misunderstanding may have jeopardized our business relationship.  Please do not hesitate to contact me at the telephone number listed below if I may be of further assistance.Sincerely,Monique M.Macy’s Executive Office###-###-#### Ext [redacted]cc: [redacted], Revdex.com      Manager, Consumer Protection Department

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.  $25.00 is a slap in the face and you have not answered my questions...just ignored them and never answered them. I will be taking further action if this isn't resolved. I also wanted to add I have not received a phone call back from you. I would like to have your supervisors name and contact information immediately! 
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.  Thank you very much for correcting this issue and for being so gracious regarding a gift card.  It's very appreciated!
Regards,
[redacted]

[redacted]   [redacted]
November 16, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
     Bloomingdale's
account ending...

in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to Bloomingdale’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 FDS Bank. I
apologize for any inconvenience you may have experienced with this issue.
In
reviewing the status of your $217.16 credit balance, we were advised by the
Backline Adjustments team that there was a system issue which has delayed the
processing of all Credit Balance Refund requests.  This system issue is now corrected and a
Credit Balance Refund check in the amount of $217.16 was issued on November 13,
2015. 
[redacted],
I apologize for the length of time it has taken to resolve this issue.  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 telephone number listed below.
Sincerely,
Janice D.
Bloomingdale'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.  AS per the email from Macy's here is the receipt number [redacted]
Regards,
[redacted]

December 08, 2015
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all matters as...

expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted]

[
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 24, 2016     [redacted]   Re:  Revdex.com Complaint [redacted]        Macy’s [redacted] account ending in [redacted]   Dear [redacted]:    Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue.    Enclosed is a copy of my letter dated June 8, 2016; which addressed your original concerns to this issue.   Again, thank you for bringing your concerns to our attention.  If you have any further questions regarding this matter please contact our office to speak with me directly at the telephone number listed below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosure   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,[redacted]

April 11, 2018[redacted]RE: Revdex.com Complaint ID #[redacted]Macy's Account Ending in [redacted] Macy's Star RewardsDear [redacted]:I am in receipt of your recent correspondence 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 (DSNB).I am sorry that you continue to have concerns regarding your pending Star Rewards points. Please know that the 512 pending points will still show when you access your online Macy's account. Please be aware, we are still working on having the pending points deleted from your account. However, we have manually added the points to your account so that they are ready for your use, and provided you with $10.00 in Star Money, which will be active until May 10, 2018.Thank you for your continued patience regarding this matter. If I may be of further assistance, please do not hesitate to contact me at your convenience.Sincerely,Durand C.Macy's Executive Office ###-###-#### Extension [redacted]cc: [redacted]Revdex.com

November 1, 2017     [redacted]  [redacted]             Re:  Revdex.com Complaint ID [redacted]   Macy’s store account ending in [redacted]   Dear [redacted]...

[redacted]:  I am in receipt of your Revdex.com complaint which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  We sincerely regret any inconvenience you may have experienced as a result of this matter.    Macy’s is one of the founding participants in the Plenti program which is owned and operated by [redacted].  You may join the program for free to earn points whenever you make a purchase and present your Plenti card at any of the participating Plenti partners. At Macy’s, you earn one point for every dollar spent on qualifying purchases when you pay with your Macy’s card.  With Plenti, you can earn points at one place and redeem them at another participating partner.  Our records show that you pre-enrolled in the program on May 9, 2015, and your Macy’s card is linked to your Plenti card.  As of the date of this letter, you have accumulated 2,742 points but need to complete the enrollment process in order to redeem your earned points.  A copy of your May 9, 2015, receipt is attached as reference.  Because you state that you do not have your Plenti card, you will need to call Plenti at ###-###-#### to request a replacement card.  Once you receive your replacement card, you will be able to complete the enrollment process online at plenti.com and redeem your points at Macy’s or any of the participating partners.  [redacted], thank you for bringing this matter to our attention and allowing me the opportunity to respond.  Should you have additional questions, please contact me at the phone number listed below.  Sincerely,   [redacted] D. Macy’s Executive Office ###-###-#### Extension [redacted] Enclosure/ mailed November 1, 2017 cc:  [redacted], Revdex.com