Macy's

[redacted]   [redacted]
January
15, 2016
[redacted]
[redacted]
[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 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.  It was
a pleasure speaking with you, and I appreciate the courtesy you extended to me
during our conversations.  This letter is
a follow up to our discussions.
We recently underwent a
system conversion for the Macy's credit card accounts and redesigned the credit
servicing site accessed through our macys.com website.  Unfortunately, this complex upgrade caused a
disruption of service to some of our customers' accounts, including yours.  We apologize for any inconvenience or frustration
this may have caused during that time and for the problems you encountered
while attempting to access your account on-line.  I was pleased to learn that you now have the
correct Macy’s [redacted] credit card ending in [redacted], along with the
corresponding Macy’s store account ending in [redacted].  I am also glad that you recently consulted
with a member of our Technical Assistance team and can now access your account
information on-line.
I was disappointed to read
about the problems you encountered in obtaining a new replacement Macy’s
[redacted] credit card after reporting your original credit card stolen
in September 2015.  The miscommunication
you described receiving is not typical of the level of outstanding customer
service we strive to provide and we appreciate your bringing this matter to our
attention.  Your feedback is critical as
it assists us in understanding our customers' experiences and directs our
attention to areas in which we can improve our service quality. 
Although I realize this is
not the full resolution you wanted, I am hoping you will allow us to better
meet your needs in the future.  As a
gesture of our goodwill, I requested a final $50.00 credit be applied to your Macy’s
store account as an accommodation, since we previously applied a $50.00 credit
on November 18, 2015, and another $50.00 credit on December 19, 2015.  You will see this most recent adjustment on
your January 2016 billing statement.  If
I can assist you further, do not hesitate to contact me at the telephone number
listed below.  
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted], Revdex.com

Hello,Macy's has now refunded the $200 for the gift card that it never delivered.  I wish to close this complaint at this time, if that is possible.I'm disappointed that Macy's would not act reasonably until I submitted a Revdex.com complaint.  But thankfully, Macy's eventually paid all that it...

owed.Thank you very much for your service,[redacted]

[redacted]   [redacted]
January 13, 2016
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in...

[redacted]
Dear
Ms. Velasquez: 
I am
in receipt of your complaint forwarded to Macy's Executive Office by the RevDex.com.  As a representative of
this office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank (DSNB).  
I
regret that you were given the incorrect balance when you contacted our Credit
Customer Service Department. Based on that information, I have credited back
the late fees totaling $65.00 and interest charges totaling $4.00.  As a courtesy, I also credited the purchase
of $49.36.  These credits with your
payment dated January 6, 2015 for $118.36 created a credit balance of $118.36.  I have requested that check be mailed to you
under separate cover.
[redacted],
we understand you have a choice of where to shop and we are sorry this
misunderstanding may have jeopardized our relationship.  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,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

[redacted]   [redacted]   
November 20, 2015 
[redacted] 
[redacted] 
[redacted] 
Re:  Revdex.com Complaint ID [redacted] 
         Macy’s store 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, where as a liaison, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank. 
We recently underwent a system
conversion for the Macy's credit card accounts and the credit servicing website
accessed through our macys.com website. Unfortunately,
there were problems which prevented our customers from accessing their accounts
online, as well as delays in getting service from our telephone
representatives.  I sincerely apologize
for any frustration this may have caused you. 
In reviewing your account, I
found that on October 26, 2015, you were able to successfully enroll and can
now manage your account online. 
[redacted], please know
that we appreciate you bringing these concerns to our attention and allowing me
the opportunity to respond.  If you
should have any further questions, feel free to call me at the telephone number
shown below. 
Sincerely,
Michael J.
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]

[redacted]     November 14, 2017     [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.    We were pleased to learn of the excellent service that you received from Samantha when you contacted the [redacted] Mall.  We are always happy to hear when one of our associates makes an outstanding impression and were pleased she has chosen to work for us.  I have forwarded a copy of your letter to the Store Manager, to ensure that Samantha will receive the appropriate recognition.   In addition, it was disheartening to hear about the problems you encountered at the [redacted] Mall and I do apologize for any inconvenience you may have experienced.  Please be assured that the service you received 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 to the Store Manager for review.   [redacted], thank you for taking the time to send us your feedback.  We are always looking for ways to improve our service and your comments are critical to that goal.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,   Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com         [redacted] Mall, Store Manager         [redacted] Mall, Store Manager

Dear [redacted]: I am in receipt of [redacted] complaint ID [redacted]. As a representative of Macy's Executive Office, I was asked to review and respond to his concerns. Unfortunately, I have been unable to speak to [redacted] directly. I have, however, left him a message regarding his...

concerns. I have processed a credit on [redacted] macys.com order #[redacted] in the amount of $57.35. This credit is to honor the 20% discount [redacted] was promised by a previous agent. This amount should post to his account within five business days. Based on the above, we consider this complaint closed. Sincerely,   Colette O.Macy's Executive Office###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], see that my account has already been credited, and find that this resolution is satisfactory to me.
For the returned item issue - I called the same customer service line on
12/29, and they were not able to provide a reason as to why the item was
returned. Then, I looked into the FedEx tracking log, and saw that
the item was broken before it could be delivered and was therefore rerouted
back to the shipped from location. Instead of telling me that the item
was returned without explanation and refunding my money, I would have expected
them to send out another shipment, or at least ask how I would like to
proceed. When I shared this with the customer service rep, she said I
could place another order for the item. When I said the price was higher
she told me that I could reference the original order number, and I could get
the lower price again. When she asked me if I wanted to place the order,
before I could say anything, she hung up on me. I called in again, and
was able to place an order for the item at the original price and still with
free shipping. I will follow up when the item is finally received.
I persisted on this issue on my own as it was not the major focus of this
complaint
Regards,
[redacted]

[redacted]   [redacted]       September 25, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint #[redacted]             On...

behalf of Department Stores National Bank:    Contact Date with Customer:  September 25, 2017   Complaint Summary: [redacted] wrote that he had been receiving calls to his home phone number of ###-###-#### on a daily basis and several times each day although he is not a Macy’s credit card accountholder.  He mentioned that they were looking for someone else and that he’s had a difficult time finding someone to fix the issue.   Resolution:  I called [redacted] and apologized for the inconvenience of receiving phone calls from our automated systems.  He stated that he has had this number since 2012 and was surprised that they were looking for someone other than him.  I advised that we removed his home phone number from our systems and that he should not receive any more calls going forward.  I apologized again, thanked him for speaking with me today and gave him my contact information.      Janice D. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]     January 26, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Dear [redacted]:   I am in receipt of your Revdex.com...

complaint which was forwarded to Macy’s Executive Office.  As a liaison of this office, I was asked to review and respond to your concerns.  Please accept my sincerest apologies for any inconvenience this matter may have caused you.   We appreciate that you took the time to write us regarding the closure of the Macy’s [redacted] (Downtown) store, and the Macy’s advertisement in your local newspaper.  Kindly know that whenever a store closes, normal process and procedures in the store are altered to accommodate the going out of business storewide clearance event.  All sales are final and no additional discounts or price adjustments are offered.  To clarify, the liquidation company does not own Macy’s, but is a third-party handling the closure of our store.   While our advertisement disclaimer does not specifically mention the store closure, there are closeout signs throughout the store and at each register, which specify:  “Due to the nature of this sale, we no longer honor coupons, all certificates, or prices offered at any other Macy’s location.  Plenti® points and Thanks for Sharing Rewards will not be earned during the sale event.”   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Please be assured that we do not engage in false or misleading advertising practices.  If I can be of further assistance, do not hesitate to contact me at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Macy’s [redacted] (Downtown) store

[redacted]   [redacted]
December 17, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com ID [redacted]
            Macy's
gift card 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 file, I was
asked to review and respond to your concerns.
Although
I was originally informed that the security code was shown, the enclosed
picture of the receipt that you posted on your [redacted] listing clearly showed the entire
EZ Exchange Number and the remaining value of $340.41.  Therefore, our response on this matter has
not changed.  Since you provided the gift
card number to anyone who viewed your posting, and our records indicate that
the gift card was fully redeemed; we are unable to send you a replacement.
[redacted]
[redacted], while you may not agree with our findings, I trust that you
understand we must adhere to specific policies and procedures.  We do not condone the reselling of Macy's
issued gift cards through any channel and therefore are not responsible for any
actions taken by the seller and users of the website where the card is listed
for sale.  Thank you for bringing this
matter to our attention and giving me the opportunity to respond.  If I may be of assistance on another matter,
please do not hesitate to contact me.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed Dec. 17, 2015
cc:  [redacted],
Revdex.com

September 29, 2015
 
 
[redacted]...

[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com complaint #[redacted]
        Macy’s account ending in [redacted]
 
On behalf of Department
Stores National Bank:  
 
Contact Date with Customer:  September 25, 2015
 
Complaint Summary:  [redacted] was unable to reach anyone in the
store or customer service by phone.  She
states it is a loop with several options but she was unable to reach a person.  She also has not received her merchandise,
which she ordered from the store and was unable to access her account online.
 
Resolution:  I
called [redacted] and apologized for her experience.  She advised me she received the merchandise
from the store as well as the online access account access but her main concern
was the endless loop with our phone system. 
I was happy to hear the store was able to assist her.  I advised her we are experiencing a large
volume of calls causing a longer wait time and have experienced some issues
with our automated phone system.  I
assured her we take all customer feedback seriously, as it assists us in
understanding our customers' experiences and directs our attention to areas in
which we can improve our service quality. 
In addition, I would forward her comments to the appropriate management
for review, and that we appreciate her being a long time customer.  I thanked her for speaking with me
today. 
 
 
Rhea B.
Macy’s Executive Office
###-###-####
Extension [redacted]
 
cc: [redacted], RevDex.com[redacted] is a
federally registered service mark of [redacted] and is used by Department
Stores National Bank pursuant to a license. 
The Macy’s [redacted] Card program is issued and administered by
Department Stores National Bank

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. 
A blanket template apology which does not indicate any resolution or ownership from a company such as this. My money was not sent back via a gift card of $75 ad the message indicates. My money was returned between two different gift cards and sent on different dates after I received the wrong reimbursement amount. I had to escalate and send several emails and notifications over the course of 4 weeks to have my money reimbursed. The company failed on several occasions to reimburse my money in a timely manner and make the situation right.  I would except much more from a company such as this.
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.  
Basically the language can be used to exclude any piece of clothing based on their interpretation of what "athletic" gear is.  When I called I was told the tiem was excluded due to being a Nike brand product, this answer above is completely different and I find it arbitrary.  Macy's is going to great lengths to save $25. 
Regards,
[redacted]

Hi [redacted], We are in receipt of Complaint ID # [redacted] regarding the consumer's delivery experience with a headboard, frame and mattress.  In reviewing the consumer's concerns, the information provided regarding white glove delivery service was clearly not provided.  We will contact...

the consumer to ensure that all areas are addressed per his complaint. Thanks, Macy's Executive Office

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 22, 2016
[redacted]
We
are in receipt of complaint ID #11401359 regarding the customer's property
damage claim settlement delay. We contacted the customer and confirmed that
they received the property damage claim settlement check yesterday. At this
time,...

Macy's will consider this matter closed.
Thanks,
Sincerely,
Macy's Executive Office

[redacted], We are in receipt of complaint ID [redacted] for [redacted]. We have partnered with [redacted] (WorryNoMore), and have been advised the part for [redacted] sofa has an estimated arrival time of 4-11-17. At this time, Macy's finds this matter resolved.Thank You,Macy's Executive...

Office Jill B.Omnichannel Presidential Administrator | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted],I want to update you regarding the Macy's complaint. In a previous email, I stated that Michael J. from Macy's had made a mistake on the refund price of the rings. I initially put the figure of $1,568.32 in my complaints and he stated that we would receive a refund of $1,543.32. I asked him about the $25 difference and he said my boyfriend had purchased another item on the same day he bought the rings. As it turns out, Judd was correct because I had inadvertently overlooked the $25 at the top of our receipt. This was $25 that my boyfriend donated to a Macy's charity called Thanks for Sharing.In the interest of honesty and transparency, I wanted to make sure you know that Judd was accurate. We will be going to the [redacted]., store at 1 p.m. today to meet with the store manager, Joe H. to hopefully obtain the refund. I will let you know if we encounter any problems. I will also let you know when the credit appears on my boyfriend's credit card statement.Thank you for your attention to this matter.My best,[redacted]

May 01, 2017[redacted]Marketplace Resource ConsultantCincinnati Revdex.comDear [redacted]: I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to her satisfaction. Based on this information, Macy's considers this matter closed...

and resolved. Sincerely, Steven AndersonLiaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: 877-887-8781 ext 32330