Macy's

February 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I have received your most recent comments regarding the complaint you filed with the Revdex.com.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to address your additional concerns.    As previously stated in our letters sent to you on December 23, 2016, and January 31, 2017, the account will not be removed from your credit report as requested.  I understand you are requesting some type of compensation; however, Macy's does not provide compensation for these types of issues.    [redacted], I hope that you can understand our position on this matter although it may differ from your own.  Our decision has not changed on this matter and we consider this issue closed.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

March 27, 2017  [redacted]  Re: Revdex.com Complaint ID: #[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. Please accept my sincere apology for any inconvenience you experienced due the delay for credits for the return of your order #[redacted]. I have issued the refund gift card for $93.49 and you should be in receipt of this within a few days.  Certainly, this should have been handled in a timely manner. We regret the disappointment in the customer service you experienced. This level of service did not meet your expectations or our own. If you have any further questions or concerns, please do not hesitate to contact me at the number noted below. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]     August 3, 2017   [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 representative of this office, I was asked to review and respond to your concerns. We regret any inconvenience you may have experienced regarding this matter.    I appreciate the time you have taken to contact us regarding the July 29, 2017, [redacted] Cosmetics National Lipstick Day promotion.  We are sorry to hear that you were not able to receive a free [redacted] lipstick due to the overwhelming response.  The promotional information advertised by [redacted] Cosmetics indicated that the promotion was available in all their retail locations while supplies last.  Macy’s understands its lease departments try to monitor the selections however the demand may exceed the quantity available.    In regards to your request for compensation, since the promotion was offered by [redacted] Cosmetics, I must decline your request for Macy’s compensation.  The three lipsticks that you mentioned that you were not able to purchase on July 29, 2017, are not currently available through macys.com but may be available from [redacted].  Unfortunately I am not able to search all [redacted] Cosmetics store inventory.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  In light of your experience, I am sharing your complaint and my response with the [redacted] store manager to share with the [redacted] Cosmetics manager.  If I may be of assistance in another matter, please do not hesitate to contact me.   Sincerely, Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com        Manager, [redacted]

March 02, 2017  [redacted]Marketplace Resource  ConsultantCincinnati Revdex.com   Dear [redacted]:  We are in receipt of Revdex.com Complaint #[redacted] for [redacted]. We have spoken to him, apologized, and have resolved all matters as expressed...

in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you. Sincerely,   Marjorie B.Macy's Executive Office###-###-####4 Extension [redacted] cc: [redacted]

[redacted]   [redacted]
April 4, 2016
[redacted]
[redacted]
[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.  I
had hoped to speak with you personally, but my attempts to reach you were
unsuccessful. 
I
was disappointed to read about the difficulty you had registering your Macy’s
account online at macys.com and being unable to pay your account online.  We regret any frustration or inconvenience
this may have caused you and for the problems you encountered while attempting
to access your account and in speaking with our telephone representatives.  Please note that the service you described
receiving is not indicative of the level of customer service we strive to provide
and we appreciate your bringing this matter to our attention.
According
to our records, one of the representatives with whom you spoke on January 5,
2016, was able to link your Macy’s account to your macys.com profile for the
e-mail address [redacted].  We
also confirmed that you have been able to set up on-line payments as well.  However, should you have any issues accessing
your account information from our website in the future, please contact our
Technical Assistance team directly at ###-###-####, option 6, and a
representative will be happy to assist you.
Upon
review, I found that we also removed the $27.00 late fee on January 5, 2016,
due to the problems you encountered in registering your account online at
macys.com.  This adjustment appeared on
your January 29, 2016, billing statement. 
Additionally, I confirmed that no delinquency was reported to the credit
agencies regarding this situation.  As of
today’s date your account is registered for both electronic billing
notifications and mailed paper statements. 
[redacted],
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.  We value your continued
loyalty and hope to better meet your needs in the future.  If I can be of further assistance, please 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

May 09, 2017[redacted]Marketplace Resource ConsultantCincinnati Revdex.comDear [redacted]: I am in receipt of complaint ID: [redacted]. I have addressed all concerns to [redacted] satisfaction. Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

I would like to close this complaint. I did receive the refund requested. Thank you!

[redacted] ([redacted]) has just filed her fourth rebuttal.  She has not raised any new concerns, and we have answered her questions numerous times.  We have told [redacted] that we consider the matter to be resolved, and we will not be responding to any further inquiries/rebuttals.  Thank you.Jay S.  |  Executive Liaison Coordinator  |  Executive Liaison Team ###-###-####  |  [redacted] Macy's Credit and Customer Services  |  [redacted]  [redacted]

July 08, 2015
 
 
[redacted]
7 West 7th St.  
Cincinnati, OH 45202
 
Re: Revdex.com
Complaint # [redacted]
 
Dear
[redacted]: 
 
I am
in receipt of [redacted] complaint. 
I have attached a prepaid...

return label that may be used to return all
seven items from the order.  Once the
items are received, a refund will be processed in the amount of 109.26.  We consider this matter resolved.  Please let me know if you have any questions.
 
Sincerely,
 
 
 
Toneia W.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted]

This business did not address my complaint in a satisfactory manner.  They profile their customers based on income and amount they spend.  For instance, I received ads for items at a time they knew these items were already sold out.  They offer items in advance to their premiere customers and allow them first priority to deplete a limited inventory of sale items. The day I received their advertisement in the mail, I immediately went online to purchase the item.  It was sold out online and at every physical store location.  Why send me an ad if you do not have the items?  Curious, I started looking at other offerings in that advert and started to see the pattern.  All the items were not in inventory and similar regular priced items were offered when you contacted the business directly.  Under statute of the UCC this constitutes a bait-and-switch practice.Contrary to what their agent stated Macy's practices are in fact very deceptive. In fact, their representative never even made an effort to contact me, they only did damage control to the Revdex.com office.  I have purchased a domain and am launching a consumer awareness website and talking with other attorney's I work with about launching a class action lawsuit like I did with EBay when they violated the Sherman Act years ago.  Macy's practices need to be addressed.  Filing a lawsuit in federal court based on their practices and diversity of citizenship will finally prompt a response from this business, as they must file an answer to my complaint. The Revdex.com needs to file this complaint under unresolved and review this businesses practices and integrity as now it will be addressed in a federal action.

December 14, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]   Dear [redacted]:   We are in receipt of your complaint filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Offices,...

where as a liaison, I was asked to review and respond to your inquiry. Please accept my sincere apology for any inconvenience this matter may have caused.   My research confirmed that the return policy for purchases made in Macy’s Fine Rug Gallery is seven (7) days. You state in the complaint that you purchased your wool rug on December 21, 2013. Since four years have passed, it is beyond the timeframe to allow a return. While there is a one-year limited warranty on our rugs, shedding is not considered a manufacturing defect. However, as you were informed previously, with regular vacuuming and normal traffic, the shedding should decrease with time.   [redacted], I understand this is not the response you were seeking, but I hope you can understand our position, although it may differ from yours. While we would like to respond positively to every customer, at times it is not feasible. In order for all our customers to receive fair and consistent treatment nationwide, we must adhere to specific policies and procedures in our return practices. If I may be of assistance on another matter in the future, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]   [redacted]
December 15, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com 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.  I apologize for any inconvenience you may
have experienced. 
In
researching the Merchandise Only Credit (MOC) that you received for your return
on March 7, 2015, the credit is actually listed on the receipt.  As Felicia explained, the receipt has the MOC
number on it and all you need to do is present that receipt when you are making
a purchase to the Sales Associate at the register.  The Sales Associate will key in the number to
use the $21.50 balance against your new purchase.  A physical check is not being sent.  I apologize if this was not explained to you
at the time the MOC was issued.  
Donna
D., Store Manager, also advised that she left you a voice mail message
with this same information on December 10, 2015. 
[redacted]
[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 telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

December 23, 2015
[redacted]
[redacted]
[redacted]
Re:       RevDex.com Complaint ID [redacted]
           ...

Macy’s
[redacted] account ending in [redacted]
            Macy’s [redacted] account ending in [redacted]
(lost/stolen)
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 unauthorized purchases on your Macy’s American
Express account, and for the problems you encountered while attempting to
resolve this matter.
Upon review, I found the full amount of the fraudulent
purchases ($753.81) and related fees ($28.75) were removed on October 16,
2015.  However, in error, we credited
$213.23 and $211.42 twice.  Therefore, on
December 18, 2015, we charged back $213.23 and also $211.42.  These adjustments will appear on your
December 2015 billing statement.  For
reference, I am sending copies of billing statements from September 2015
through November 2015.
Our macys.com website was recently redesigned and
underwent a scheduled credit system update for the Macy's credit card accounts.
I am again sorry for any frustration or
inconvenience this may have caused you when you were unable to view your online
billing statements, and for the problems you encountered while trying to access
your account on-line.  According to the notes
from November 2, 2015, a member of our Technical Assistance Team attempted to assist
you; however, you refused to add another browser or your account online.  Kindly know that because the Macy’s American
Express account ending in [redacted] is a newly-reissued account, you will need to
register and create a new profile.  If
you experience any further difficulties, please contact our Technical
Assistance Team directly at ###-###-####, option 6, and a representative will
be happy to assist you.
[redacted], if I may be of any further assistance,
do not hesitate to call me directly at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed December 23, 2015
cc:     [redacted], Revdex.com

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  We have spoken to [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Sincerely, Julie R.Liaison, Omnichannel...

Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

February 12, 2016
[redacted]
, 
re: Revdex.com
Complaint ID: # [redacted]
Dear
[redacted]: 
On
behalf of Macy's Executive Office, please accept my apology that you have
additional concerns regarding this issue.
Upon
your request, a Macy's gift card is being sent for $121.12. This will be in a
plain envelope and delivery should be within 5 days. Thank you for allowing me
to resolve the issue for you.
If I
can be of further assistance, please do not hesitate to contact me at the
number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension [redacted]cc: [redacted], Cincinnati 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.  However, I think that businesses should not be allowed to use out of country customer service centers due to the potential of identity theft and/or fraud in another country.  But that has nothing to do with the complain that I filed.
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.   Once again, it was an outbound call made by my telephone (cell) to the Macy’s customer service in order to find out what was wrong with my card. It was at that time I made my payment in full (less excused fees, given my previous payment history). It was also on that very call that the customer service representative told me my credit would not be penalized based on my 14 year good standing history with Macy’s cc. As mentioned before, I attempted to use my card at the Macy’s in Palm Beach Gardens, and was informed by the sales associate to contact customer service. That is what prompted my phone call to customer service. The Macy’s representative that responded to this complaint has decided to provide false information in regards to the payment I made over the phone that day. Additionally, has failed to acknowledge the fact that customer service attendant in fact told me that my credit would not be affected, whether they ‘mis-communicated’ or not. It should also be mentioned that I called the credit department of Macy’s the following week (as mentioned in her response), I believe on the following Tuesday and spoke with another customer service representative. When asking her why I was not contacted if there was an issue, she stated they are not mandated to call anyone (also a recorded call). So if I was ever contacted, please provide actual evidence of that. There never a phone call OR a voicemail, this particular customer service rep confirmed this.  It does not appear Macy’s has a consistent story.Macy’s may consider the complaint closed, but I will continue to provide Revdex.com with the facts of the events which actually occurred. Thank you

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.   At this juncture, upon a third decline to respond to this complaint with any reason, I will take my complaint and this insidious messaging from Macy's Corporate directly to my contacts in the press/media. 
Regards,
[redacted]

[redacted],
We
are in receipt of complaint ID #[redacted] regarding the customer's parts order
delay from Macy's. The seat cushion casing has been shipped out to the customer
via [redacted] today. The customer has been notified via email with the tracking
number. At this time, Macy's will...

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

[redacted]   [redacted]   October 12, 2016   [redacted] Revdex.com 1 East 4th Street, Suite 600 Cincinnati, OH 45202   Re:   Revdex.com, Complaint ID [redacted] Macy's account ending in [redacted] (lost/stolen)...

Macy's account ending in [redacted] (closed)   Dear [redacted]:    I am in receipt of a complaint filed by [redacted], with the Revdex.com regarding the above referenced Macy's account.  As a liaison in Macy's Executive Office, I was asked to review and respond to [redacted] concerns on behalf of Department Stores National Bank (DSNB).  I am addressing my response to you as [redacted] has requested that we cease contact with him concerning his debts.   [redacted] applied for a Macy's account on February 19, 2016, inside the [redacted] Macy's store.  Upon approval, a purchase totaling $47.40 for two (2) [redacted] items priced at $23.70 each was placed on his new Macy’s account.  As a new account holder, [redacted] also received a “New Account Discount” totaling $9.48 as a statement credit.  The February 19, 2016, charge of $47.40 is the only purchase that was charged to his Macy's account.    For the first billing period (ending March 9, 2016), [redacted] Macy’s account had a balance of $37.92 with a minimum payment due of $27.00 by April 5, 2016.  When we did not receive the minimum payment required by April 5, 2016, his account was charged a late fee and interest in accordance with the DSNB Credit Card Agreement.  The account continued to accrue late fees and interest as a result of nonpayment.  To date, we have not received any payment on this account.    We sent a letter to [redacted] on May 3, 2016, to notify him of the delinquency on his account.  [redacted] responded to our letter on May 11, 2016, notifying us that he disputed the outstanding balance of $66.92.  He further claimed that he paid cash for the February 19, 2016, transaction.  However, during a collections call made to [redacted] on May 24, 2016, [redacted] confirmed that he opened the Macy’s account, but restated his claim that he paid for the February 19, 2016, purchase with cash.  The Collections Representative acknowledged [redacted] concerns and attempted to resolve the situation by obtaining proof of purchase that would support [redacted] claim.  [redacted] advised that he did not have the receipt for the cash transaction and would call back later with this information.   On June 1, 2016, we received [redacted] letter dated May 25, 2016, requesting that we discontinue telephone calls.  In accordance with this request, his account and phone number were coded as “Cease & Desist” and our records indicate that no further calls were made to him.  We are sorry for any frustration these calls may have caused; our calls were intended as a courtesy to resolve any outstanding concerns and assist [redacted] in maintaining a positive payment history with us.   Also included in [redacted] letter dated May 25, 2016, was a claim that all charges on the Macy's account were fraudulent. Prior to this letter, we have no record of a fraud claim from [redacted].  In fact, [redacted] acknowledged that he purchased the merchandise as noted above in a prior conversation.  Nonetheless, a fraud investigation was opened for [redacted] account when he called Macy's Consumer Protection Department on July 16, 2016.  At that time, the Macy's account ending in [redacted] was marked lost/stolen, and the balance was transferred to the account ending in [redacted].  A provisional credit of $47.40 was also provided to [redacted] account, pending the results of our investigation.   Additionally, a Statement of Fraud form was mailed to [redacted] on August 20, 2016, and to date, we have not received a returned form from him.  Despite the absence of a Statement of Fraud, we proceeded with an investigation and found that this account was in fact opened by [redacted] on February 19, 2016, and the same day purchase was also made by [redacted] and charged to his Macy’s account.  Due to our findings, on September 12, 2016, the fraud investigation was closed with no further action.  We also sent a letter to [redacted] outlining our findings that this charge and associated fees were valid and will not be removed.    In addition to a fraud investigation, I personally investigated [redacted] claim of paying cash for the transaction by reviewing all transaction history for the register where [redacted] applied for the Macy’s card.  I also reviewed all transactions wrung by the sales associate who assisted [redacted] for that day; and in both instances, I could not find any cash payment, or purchase using cash as a method of payment, as [redacted] described.  It should also be noted that there were no cash overages on any register the sales associate worked on.  If [redacted] can provide proof of purchase that supports his claim of paying cash for the February 19, 2016, transaction, we would be more than willing to offer additional assistance.  He may send this correspondence to me directly.  At this time, we find the $47.40 charge, late fees, interest, and delinquent reporting to be valid for the Macy’s account.    By using this account, [redacted] consented to the terms of the DSNB Credit Card Agreement which governs the use and reporting of this credit account, and includes a promise to pay for all purchases as well as other charges mentioned in the Agreement including interest charges and late fees.  Any delinquencies reported for this account were reported in accordance with that Agreement.  As a credit provider, we are obligated to accurately report the account's history and payment performance to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Respectfully, we decline to remove any delinquent reporting for this account.  Although we find the delinquent reporting to be valid, I have requested the credit reporting agencies to update [redacted] credit report with “Customer Disputes Reporting.”    Additionally, we respectfully decline [redacted] request to clear his account balance entirely; however, as a courtesy, we have removed three (3) late fees (totaling $111.00,) and three (3) months of interest (totaling $9.00).  [redacted] Macy’s account was closed on July 20, 2016, and the account currently has an outstanding balance of $185.39 with a payment of $181.90 (including a past due amount of $139.00) due by November 5, 2016.    [redacted], thank you for providing us the opportunity to respond to [redacted] concerns.  Should you or [redacted] have any questions, feel free to contact me at the telephone number listed below.   Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]