Macy's

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]

July 13, 2016   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s account ending in [redacted]   On behalf of Department Stores National...

Bank:    Contact Date with Customer:  July 7, 2016   Complaint Summary:  [redacted] has been told in the past that the negative payment history on his credit report for January 2016 for his Macy’s account would be removed due to a billing error.  However, it is still being reported negatively and he would like it to be corrected.    Resolution:  I called [redacted] and apologized for this situation. I informed him that our research confirmed that his Macy’s account is not being negatively reported with the three major credit reporting agencies.  Also, I let him know that he may contact me directly if he finds that this is not the case.  This closed his complaint.      Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Hi [redacted], We are in receipt of complaint id [redacted] regarding the consumer's leather sofa and loveseat.  We had a 3rd party tech inspection on 7/5. I have reviewed the pictures provide by the tech company which clearly shows the leather peeling. The merchandise is within the...

manufacturer warranty period for the leather. We have agreed to accept the merchandise for a full refund that will be applied to the consumer’s [redacted] account.  Macy's will now consider this matter closed. Michael M.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

March 7, 2017   [redacted] [redacted]   Re: Revdex.com Complaint ID [redacted]    Dear [redacted]:   We are in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office,...

where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my sincere apology for any frustration this situation may have caused.    As you mention in your complaint, Macy’s return policy states that we will accept merchandise for exchange or return for up to one year after you purchase it, if it is in saleable condition. These decisions are made by the store management as they are in the best position to assess the return merchandise. I contacted the [redacted] Center store for additional information about your experience in the store on February 18, 2017. Store management investigated and confirmed that your backpack has been used and is not defective. Also, it was deemed as not in saleable condition and is not eligible for return.   Thank you for taking the time to bring your concerns to our attention. Please note that the service you described receiving is not indicative of the quality customer service we strive to provide. Macy's expects each facet of its operations to meet exceedingly high levels of service. It appears we may have fallen short of that goal in this instance. Your feedback assists us in understanding our customers' experiences and provides us an opportunity to follow up with the appropriate action. Accordingly, I shared your complaint with the store manager, so he can follow up with the appropriate action.     [redacted], thank you for this opportunity to respond. While we would like to respond favorably to every customer, at times it is not feasible. We hope you can understand our position although it may differ from your own. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future. If you need assistance on another matter, feel free to call me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extensio[redacted]   cc: [redacted], Revdex.com

Revdex.com:Macy's did finally credit my credit card for the amount owed, but did not offer me ANY compensation for the tremendous hassle and countless hours of phone calls I had to make to try and get this issue resolved over the past FIVE months.   I would have expected at least, a measly coupon, but no, nothing.  I also would have expected to hear WHY Macys kept giving me their gift cards, instead of refunding my original form of payment - after I had repeatedly told them I did not want their gift cards.  I did not get any explanation.I can't believe I had to resort to contacting the Revdex.com on this!  THANK YOU Revdex.com and [redacted] for handling my complaint so quickly.  And, THANK YOU for being here to protect the consumer, I greatly appreciate that you are looking out for me.
Regards,
[redacted]

November 28, 2017   [redacted]  [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s [redacted] account ending in [redacted]        Macy’s...

store account ending in [redacted]   Dear [redacted]:   We are 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 (DSNB). Please be assured that the Bank is in compliance with all applicable credit laws and does not participate in fraudulent credit practices of any kind.   When you applied for your Macy’s account on June 21, 2015, you were issued a Macy’s [redacted] card with two separate lines of credit.  Purchases made at any Macy’s store or online at macys.com are applied to your Macy’s store account ending in [redacted], with a billing due date of the 20th of each month.  Purchases made outside of Macy’s are applied to your Macy’s [redacted] account ending in [redacted], with a billing due date of the 22nd of each month.  Because these accounts have different billing dates, we send a separate billing statement for each account to the billing address on file and matching the address noted above.  I apologize if it was not clear that you had both lines of credit.   The Macy’s store card billing statement for the period ending June 23, 2017, had a $65.66 balance, with a $27.00 minimum payment due by July 20, 2017.  When no payment was received by this due date, the account was charged a $27.00 late fee and a $2.00 interest charge in accordance with the terms of the DSNB Credit Card Agreement (“Agreement”).  The billing statement for the period ending July 24, 2017, had a $94.66 balance with a $57.00 minimum payment due by August 20, 2017.  When no payments were received, your account continued to be charged late fees and interest, and was reported as thirty (30) days past due to the credit reporting agencies.  Our records show that paper statements were being sent to the billing address on file as of September 9, 2015, and we have no record of returned mail.  Copies of your monthly billing statements for the period ending June 23, 2017, through October 24, 2017, are enclosed as reference.    On October 23, 2017, we sent you a letter (copy enclosed), advising that your Macy’s store account was past due and that we had been unable to reach you by phone.  Please note, according to the terms of the Agreement, “You agree to notify us promptly in writing if you move.  Until we receive written notice of your new address, we will continue to send statements and other notices to the address in our records.”  This also includes updating your e-mail address when it changes.   The billing statement for your Macy’s [redacted] account for the period ending August 25, 2017, had a $30.00 credit balance for which a Credit Balance Refund Check was requested on October 26, 2017.  Enclosed are copies of your Macy’s [redacted] monthly billing statements for the periods ending August 25, 2017, through October 26, 2017, as reference.  Our records indicate that you de-enrolled in electronic billing for this account on November 16, 2017.  Although all fees were properly charged on your Macy’s store account, account notes indicate that when you made your $103.70 payment on November 17, 2017, our representative removed $74.00 in late fees as a courtesy to you.  On November 21, 2017, I removed the remaining $37.00 late fee and on November 28, 2017, I removed the remaining $2.00 interest charge resulting in a zero ($0.00) balance on the account.   As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, hether it is favorable or unfavorable to the customer.  After review of the delinquency on your account, we found the information to be correct; therefore, I am unable to remove the delinquency from your credit report as you requested.    [redacted], thank you for bringing this matter to our attention and allowing me to respond. If I may be of further assistance, please call me at the telephone number listed below.   Sincerely,Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed November 28, 2017   cc:  [redacted], Revdex.com

[redacted]   [redacted]
May 5, 2016[redacted]Re:  Revdex.com complaint #[redacted]        Macy’s account ending in [redacted] and [redacted]On behalf of Department Stores...

National Bank: Contact Date(s) With Customer:  April 14, 2016, and May 2, 2016Complaint Summary:  [redacted] authorized two checks ($2,566.66, and $558.47) to be placed on her account and her husband’s account; however, the checks were shown as being cashed but never credited to their accounts.Resolution:  I contacted [redacted] on April 14, 2016, requesting the proof of payment be sent to me directly via email.  The proof of payment was then sent to our payment research team who reviewed further.  On April 23, 2016 the check for $558.47 was posted to her husband’s account (ending in [redacted]), and on April 30, 2016 the check for $2,566.66 was posted to her account (ending in [redacted]).  I contacted [redacted] on May 2, 2016 advising the checks have been posted to both accounts, resulting in credit balances ($10.90 on her account and $28.98 on her husband’s account).  This resolved her concerns. Stephanie C.Macy’s Executive Office
[redacted]cc: [redacted], Revdex.com

My name is [redacted] and I filed a complaint about Macy's credit card with you on September 21st. Macy's headquarters has called me and resolved the issue. I would like to go ahead and close my complaint with them. They have satisfactorily resolved my complaint. Please let me know if there are...

any next steps I need to take.

Dear [redacted]:  I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when the authorization holds were on your account. I am glad to hear these holds have now...

been released and I have credited back $130 for the inconvenience. As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted] thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,   Dakota B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### |

In regards to this complaint, I have just responded to reject response from Macy's because I have regularly checked my inbox, where all my solicitations from that store are sent, and had not received any response from them. Something, however, told me to do a search in my junk folder where I did find a response. I will reach out to them tomorrow however as far as it concerns Revdex.com I thank you and do accept response from company. Thank you.

Per phone call from the customer:As of today, my complaint has been resolved.Thank you,[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]           August 16, 2016     [redacted]   Re:  Revdex.com Complaint ID [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.   As mentioned in our previous correspondence, we have no record of email alerts being returned as undeliverable.  Therefore, you will need to contact our Technical Support Team at ###-###-####, option 6, for further assistance with your online profile and electronic statements.   Again, thank you for bringing your concerns to our attention.  If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

April 26, 2016 [redacted] Re:    Revdex.com ID #[redacted]          Macy’s account ending in [redacted] On behalf of Department Stores National Bank: Contact Date With Customer:  April 22, 2016 Complaint Summary:  [redacted] has been unable to access the Macy’s website and has been calling in to make payments over the phone with a representative.  She is receiving conflicting information, is having a difficult time understanding the representatives’ English and believes she is being charged late fees.  She often gets disconnected while speaking with a representative and no one calls her back.  Customer has closed both of her accounts because of these issues. Resolution:  Called and spoke with customer and apologized for her experience.  Explained that there have been no late fees charged and her payments are being received and processed.  Reviewed her account and provided her balance.  Customer satisfied. Regina 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.  While I understand your policy is written in the paperwork provided, let's be honest about someone taking the time to actually read it while standing at the register or prior to continuing to shop.  Also, I did not notice anything listed at the register that was clearly visible while checking out.  This is why it is with the utmost importance that the sales clerk explicitly explain this information.  I truly felt that it was more about the sales clerk getting the sale of the new account than anything else and that's where there can be issues.  Too much focus is put on the customer agreeing to open the account and should the information be divulged that there's a limit of $100 on the 20% discount, it might deter someone from considering opening a new account.Thank you for the response and credit.  Your efforts are appreciated.
Regards,
[redacted]

January 13, 2016[redacted]Cincinnati Revdex.com, Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced trying to place her online order. I placed an order for the [redacted] and I honored the sale price she would have...

received had she been able to place her original order. Additionally, I gave a $20 discount to accommodate for her not being able to use her Macy's Money. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely,Colette O.Macy's Executive Office###-###-####   Extension [redacted]

April 19, 2016Dear [redacted]:  We are writing in regards to complaint ID # [redacted]. We are sorry to hear the trouble you are having with the Irvine Bedroom Furniture. We do apologize for the poor quality. The pieces are made of solid poplar and cherry veneers. If you would like to...

reselect a new bed set we would be happy to honor a discount of 15% off the new purchase for the inconvenience this has caused. At that time a return can be set up for he merchandise in question. At your convenience, please contact Sharon Walter @ ###-###-#### and she will be happy to answer any questions you may have. We value your business and strive to give outstanding customer service. We look forward to turning this bad experience around.  Sincerely,Macy's Executive Office###-###-####

October 26, 2016 Dear [redacted]: We are writing in regards to rebuttal ID # [redacted]. I spoke to the customer regarding the poor customer service she had received when attempting to place her mattress order. As an accommodation, I have processed a 15% adjustment off the merchandise total. Macy's finds this matter resolved. Sincerely, Macy's Executive Office ###-###-####

[redacted]   [redacted]     June 19, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]        [redacted] Coffee Brewer   Dear [redacted]:   I am in receipt of your additional complaint forwarded to us by the Revdex.com.  As a representative of Macy’s Executive Office and since I am familiar with this issue, I was asked to review and respond to your concerns.  I called the phone number that you provided on your complaint on June 15, 2017, and spoke with your husband.  He assured me that he would convey my message to you, and also clarified that you were both out of town when I attempted to contact you a couple of weeks ago.   I am pleased to convey that after receiving your online order information, we contacted macys.com and arranged to have a return label emailed to you at the address you provided in your complaint.  Kindly return the coffee brewer for an exchange. I am again sorry for any inconvenience you may have experienced.   [redacted], thank you again 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:
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 response provided does not resolve the issue. To date, I still do not have access to my account online, and I still have not received my statements via e-mail as requested. I physically entered my local Macys store to make payment, and I was told that I did not have a balance. I had to insist that the store associate check the system again. It took several attempts for her to pull up my account information. There is an apparent issue with my account. I am a loyal customer who has always paid on time via the online portal upon receipt of my E-Statements. I am very disappointed in the manner in which Macy's is handling this matter. 
Regards,
[redacted]

July 25, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted], [redacted], [redacted] (closed) & [redacted] (fraudulent)       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.   All accounts in your name, referenced above, are closed, as stated in my previous letter, dated July 18, 2016.  At this time, the only account reported by you as fraudulent was your account ending in [redacted]. Without speaking with you, I am unable to determine which other accounts you believe were subject to fraudulent activity. I hoped to discuss this matter with you personally; however, my attempts to reach you were unsuccessful.  I have listed my telephone contact information below and would welcome the chance to speak with you.  Respectfully I must decline your request for compensation.  We apply our credit policies uniformly to all of our customers and cannot make an exception to provide a full refund of any payments towards your account(s) or for any expenses paid to protect your identity. As stated in my previous letter, I have not located any payments on your account that require a credit or refund be issued, and you have not provided any additional information needed to evaluate this request further.  If you believe you have made payments toward charges that were incurred fraudulently, please contact me and provide additional information regarding the relevant payment(s) so that I can further evaluate your request. [redacted], thank you for taking the time to reach out to us.  Please contact me directly to discuss all of the accounts referenced above. Sincerely,  Monique M.Macy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted], Revdex.com