Macy's

[redacted]   [redacted]
February 11, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [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 on behalf of Department Stores
National Bank.  I apologize if you have
been unable to reach me; however, I have not received any voicemail messages
from you.  
As
stated in my response dated January 11, 2016, in searching our systems, I do
not find an account for you in your name, at the above noted address.  If you would like to send me a copy of your
credit reports showing the account information, I will be happy to see if we
can locate the account.  Without
additional details, I am unable to determine whether or how any information
regarding Macy’s may be reporting on your credit report.  Please either fax a copy of it to my
attention at ###-###-####, or if you wish to email this information, please
send it to my attention at [email protected].  Our position on this matter has not changed.
[redacted], I apologize for the continued frustration that you may be experiencing in
trying to resolve this issue.  Please
provide the additional information so we can assist you in addressing your
concerns.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

July 26, 2017[redacted] Dear [redacted]:I am in receipt of your correspondence (lated July 8, 2017.. to Ms. Diane M.. and your complaint filed with the Revdex.com on June 26, 2017. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). We sincerely regret any inconvenience you may have experienced regarding the issues Surrounding your Macy's account.Thank you for your letter and l would like to address your comments. We have received your payment in the amount of S2,883.64 and this amount will be applied to your account. The check number we received is [redacted]. As you have requested. this letter will confirm that your new balance will be $0.00 (zero). No additional late fees or interest charges will be applied to the account. I am Sorry for any inconvenience or confusion you may have experienced regarding this account.In addition, we have instructed the credit reporting agencies to update their records and remove the delinquencies as a result of this incident from January 2017 through June 2017. Please allow the credit reporting agencies seven (7) to ten (()) days to process our request.[redacted]. thank you for your letter. It has been our pleasure to resolve the concerns that you noted. Please feel free to contact me at any time at the number listed below if I may be of further assistance.Sincerely.Thomas H.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Cincinnati Revdex.com

March 29, 2016
[redacted]
[redacted]
[redacted]
Re: [redacted] – Case #[redacted]
      Revdex.com Complaint ID
[redacted]
      Macy’s [redacted]...

[redacted] account ending in
[redacted]
Dear [redacted]:
I am in receipt of the
complaints you filed with the [redacted] and the
Revdex.com, which were forwarded to Macy’s Executive Office.  As a representative in this office, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank.
Our research confirmed that
e-mail alerts to inform you that your billing statements were ready to view
were sent to you at [redacted] on December 11, 2015, January 12,
2016, and February 9, 2016.  In addition,
we show the December 2015 and January 2016 email alerts were opened.
When we did not receive
payments by your January 4, 2016, and February 4, 2016, due dates, your account
was reported as thirty (30) days delinquent to the credit reporting
agencies.  I am enclosing your statements
for periods ending December 8, 2015, and January 8, 2016.
                                        ...⇄
Respectfully, I am unable to
clear the derogatory information from your credit report, as you
requested.  I understand that this is not
the resolution you are seeking; however, we must maintain and adhere to
specific policies and procedures to ensure consistent treatment for all our
customers.  On March 16, 2016, we
instructed the credit reporting agencies to update their records and report
your account as 'customer disputes reporting'.
While I am sorry for any
frustration this issue may have caused you, please understand that credit
reports are completely managed by the credit reporting agencies and we have no
control over how your credit score is calculated.  If I can be of assistance in the future, do
not hesitate to contact me at the telephone number listed below.
Sincerely,
Carye C.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures /mailed March 29, 2016
cc:     [redacted]
         Revdex.com

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 you received broken merchandise and not receiving the correct replacement item. I...

have replaced this order for you with the correct merchandise, you will receive this order in one to two business days.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: ###-###-#### Fax: ###-###-####

P.O. Box 52184   Phoenix, AZ 85072-2184
January 19, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's account ending in [redacted] – closed on
December 8, 2015
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, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank (DSNB).  I apologize that my previous letter did not
address all of your concerns. 
Per the
enclosed copy of my letter dated December 14, 2015, the remaining interest
charge on your account was charged correctly in accordance with the terms of the
DSNB Credit Card Agreement.  If you have
been paying less than the account balance due on your account each month and
you then decide to pay your balance in full, you will be charged interest
charges on that balance from the first day of the billing cycle until the date
that your payment is received.  The
minimum interest charge is $2.00 and it will appear on the next month's billing
statement. 
Our
records indicate that when you called us on December 8, 2015, the Customer
Service Associates you spoke with removed $4.00 in interest charges from your
account as a courtesy to you.  This resulted
in a $2.00 credit balance for which we requested a Credit Balance Refund check in
the amount of $2.00 be sent to you under separate cover.  The check was issued on December 14,
2015.  Please allow seven to ten business
days to receive the check.  As you
requested during that conversation, your account was closed on December 8, 2015,
with a zero ($0.00) balance.
[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 call me at the number listed below.
Sincerely,
Janice D.
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 complain**  For your reference, details of the offer I reviewed appear below.My complaint seems to have run off track. My complaint is not about not receiving the billing statement ending on June 26,2015. That was intended as an example of the billing problems that I continue to have with Macy's.This complaint centers on me not receiving a bill in March and April of 2015 and therefore not paying a bill.  Macy's says I got a bill but I did NO**  As I previously stated I learned my email was being compromised which could have attributed to me not getting it if Macy's actually did send i**  I do not know. I do know that I have always paid my bill previously and had an excellent credit history which should account for something. I have no reason to lie about this. When I received the past due letter it said to remit payment before being turned over to the credit bureau. I had the bill paid by phone within 5 minutes of receiving the letter and then found out I had already been turned over.As stated before, I have sent Macy's:1. a copy of an email search of Macy's emails for the period in question which shows I did not get a statements.2. a copy of the Nov., 2011 bill where I had written for my own record that I updated my phone number so something like this wouldn't happen. I know [redacted] H. believes I am lying about this also as she says I did not do tha** Just because it isn't in their records doesn't mean I didn't do i**3. a copy of my credit report showing my score BEFORE the Macy's problem and now.My decision remains unchanged. I do not accept Macy's response and I want this removed from my credit repor**I am not a dishonest person and pay my bills when I get them as my history shows.
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. 
No CREDIT was posted instead I was yet again CHARGED $121.xx and had to get that removed. At this point I would just like it sent in gift card form as I do not trust the company enough to issue a proper REFUND. 
Regards,
[redacted]

Hello Tina, We are in receipt of Revdex.com Complaint ID #[redacted] for [redacted]. After further review the customer's item arrived at our fulfillment center, therefore, as of 6/30/2016, [redacted] refund has been processed back to her original method of payment. Based on the above, we consider this issue resolved. Best regards, Michele S.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive Office

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 assuming my bill comes in the mail and all the fees are removed as they claim. If that is not the case I reserve the right to file my complaint again.
Regards,
[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.
 
After
further review, our records indicate that you...

agreed to have a service
technician repair the dresser. The service technician reports repairing the
dresser on 11/07/2015. The technician reported that the dresser has been
repaired to manufacturer standards. Due to this, we would be unable to process
another exchange. Please accept my sincerest apology for the inconvenience this
has caused you.
 
Sincerely,
Jennifer C.
Macy's Executive Office

[redacted], I am in receipt of the rebuttal to the above issue from [redacted]. I had the pleasure of speaking with [redacted] today and we have resolved all the unfortunate outstanding issues. We certainly appreciate [redacted] patience and hope that she will consider Macy’s for her future shopping needs. Based on the above, we consider this matter closed satisfactorily. Thank you.  Tom H.Senior Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-####

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.  
After reviewing the credit Macy has since recharged the amount that was credited so at this point they can give me a gift card. I have contacted the lady that I spoke to but have not heard back from her. Also, I have not received a solution to the mattress situation from Macy's and other credits that I am owed for return that they have not credited. ?? thank you
Regards,
[redacted]

December 20, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Fine Jewelry Return Policy   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 in this office, I was asked to review and respond to your concerns.   We sincerely apologize for any inconvenience or frustration this matter may have caused you. Macy’s has a liberal return policy, and we will accept for exchange or return merchandise that does not completely satisfy you. However, Macy’s uses a return verification system and all returns and/or exchanges are subject to validation and approval. Some restrictions apply and are posted in the specific departments. This is also stated on the back of the receipt, which was given to you when you purchased the bracelet. For clarification, fine jewelry may be returned within 30 days of purchase, if the merchandise is in new condition and the tags have not been removed.  Our Fine Jewelry return policy states that once the merchandise has been altered, it is not eligible for return. In respect to the quality of the bracelet, we work very closely with our vendors to make sure that all of our merchandise meets our expectations for our customers.   I reviewed this matter with our [redacted] Store Manager, and she declined your request to exchange it for another bracelet because it was sized (altered) and the tags were detached. Therefore, I must also deny your request for an exchange.   Thank you for the time you took to bring your concerns to our attention and for giving me the opportunity to respond. I am aware this is not the resolution you were seeking, but I hope you can understand our position although it may differ from your own. Although we like to respond favorably to every customer’s request, that is not always feasible. We are required to maintain and adhere to specific policies and procedures to ensure our customers nationwide receive fair and consistent treatment. If you have any further questions or concerns, 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        [redacted] Store Manager

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 Fraud affidavit that I received in the mail along with 3 police reports and supporting evidence from other creditors such as [redacted] Credit and [redacted] credit were delivered to your fraud department located in [redacted] via [redacted] tracking label [redacted] on 01/11/2018 @ 10:25am and was signed for by "[redacted]". Copies of the Identity theft report are attached hereto along with the Delivery confirmation with signature of the fraud affidavit stated above. An order of protection was included in the mailing you received today via [redacted]. The identity theft occurred directly before this court order was going to be expire. My information was also released during the [redacted] data breach. It appears that when the account was opened in 2017, an address in [redacted] was used when I lived in [redacted].
Regards,
[redacted]

March 7, 2017   [redacted]  [redacted]   Re: Revdex.com complaint #[redacted]        Macy’s account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of the complaint you filed with the Better...

Business Bureau, which was forwarded to Macy's Executive Office.  As a representative 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 inconvenience you may have experienced when attempting to close your Macy’s account.    Our records indicate that your account was closed on November 20, 2016, per your request.  We do not have record of another request to close your account prior to this date.  I have found that your account balance stems from late fees and interest charges that began to accumulate on September 26, 2016, when your payment was not received.  Although you made a payment of $164.95 on October 11, 2016, this payment did not pay off your account, leaving a remaining balance of $15.00.  Additional late fees and interest were charged in November and December of 2016, as well as January of 2017, resulting in the billing statements you refer to in your complaint.  I am pleased to let you know that between the dates of September 30, 2016, and January 31, 2017, we credited back fees totaling $94.00, bringing your account balance to zero ($0.00).  I can assure you that you will not be receiving any additional billing statements for this account.   [redacted], I appreciate you bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,     Kristi C. Macy’s Executive Offices ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

November 14, 2017     [redacted] [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        [redacted] Cookware          ...

On behalf of Macy’s:    Contact Date With Customer:  November 13, 2017                                      ...⇄   Complaint Summary:  [redacted] purchased cookware at Macy’s in 2015.  Due to his military service, the customer was unable to bring his items in for return when they began to peel.  When he went to the store to request a return in 2015, his return request was denied.    Resolution:  I spoke with [redacted] on November 13, 2017.  He will be leaving his current location and moving to [redacted], ** the end of the week, and will not be able to visit another store in his current area before he moves.  [redacted] and I discussed that the return policy for Macy’s is currently 6 months, and was previously 12 months, and that his return does not fall within the return time frame.  However, due to his circumstances we would like to contact a store in the area he is moving to see if there are any options to return or exchange his merchandise.  [redacted] has contacted the warranty department to see if his items are covered under warranty and is awaiting a reply.  I provided [redacted] my contact phone and email address, and he has agreed to contact me after he gets settled in his new area so we can continue to research his options.         Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint # 1[redacted]. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. I have explained to [redacted] that I would be happy to assist when the requested information is provided and...

that I remain available to assist. To date he has provided no information to support his assertions, and we now consider this matter closed. Thank you. Thank you, Sharlita H.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted] May 11, 2016 [redacted]
[redacted]
[redacted] Re:       Revdex.com ID #[redacted] On behalf of Department Stores National Bank:  Contact Date with...

Customer:  May 4, 2016 Complaint Summary:  [redacted] wife purchased a [redacted] watch for him two years ago.  He wore it twice and noticed the battery was no longer functioning.  He returned it to the store and the sales associate indicated he could return it instead of replacing the battery.  The customer returned the watch and received a gift card that he used to repurchase another identical watch.  He was told it had to be ordered and would take approximately 10 days.  After three weeks and without notification he reviewed the order information online and discovered the order had been cancelled.  Over the next four months he spoke with several macys.com and store associates who had no idea where his old watch was and just wanted to refund the money.  This was a sentimental gift and the customer wanted a [redacted] watch of his liking and not a refund.  Resolution:  I called [redacted] and apologized for any frustration and the delay in resolving his issue. I explained Macy’s expects each facet of its operations to meet exceedingly high levels of service.  [redacted] stated the store manager was very nice and was able to assist him with the watch.  He also stated that as a gesture of goodwill, she gave him $200.00 in Macy’s Money and he was satisfied with the resolution.  I thanked him for speaking with me today and I advised him to contact me directly in the future if I can be of any further assistance. Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]

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: ###-###-####

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]