Macy's

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.   I would like to respond to the Macy's complaint ID#: [redacted]-Macy's I have been travelling & was unable to respond and today found out the file was closed, and I could not enter my response. I would like the closing response edited to indicate: I am thoroughly and completely highly satisfied with Macy's response. They addressed the issue with me quite professionally, and they displayed commitment, customer care, and accountabililty; as such, they rectified all the issues of concern. Thanks so much. Please modify this complaint to indicate complete customer satisfaction. Thank you, [redacted]

I think on my original complaint I noted they said I would not be able to use my credit card for 72 hours. Not so after making my complaint they said no it would take an additional 10 days to clear. So even though they've had my money out of my account I still could not use my card ? Bad business...

practices on their part. Especially since I paid my account in full every month !!

[redacted], I have left two messages for this customer but have not heard back from him. I have sent him an email also today with my contact information.Please let [redacted] know we are ryinh to reach him to resolve this matter. Thank you. ThanksGeeta...

C. Phone:###-###-####|  Fax: ###-###-####|[redacted]

September 20, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] accounts ending in [redacted]...

(current) and [redacted] (lost/stolen)   Dear [redacted]:   I am in receipt of the complaint you 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 on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.   In reviewing your account, the notes confirm that you reported fraudulent charges on July 21, 2016.  I am happy to inform you that as of September 7, 2016, all of the fraudulent charges were removed in the amount of $216.94, in addition to a $27.00 late fee and a $1.00 interest charge.  This brings your account to zero ($0.00) balance.  Please rest assured that your credit report was not impacted from this matter.  I sincerely apologize for the delay in processing your fraud claim.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  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,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

March 16, 2017Dear [redacted]:I am writing in regards to complaint ID# [redacted] for customer [redacted]. The customer informedme that she has accepted the offer to refund the mattress 100%. Please allow up to 5 business days for thecredit in the amount of $1173.96 to be posted to the Macy's account.Macy's finds this matter resolved.Sincerely,Sharon W.Macy's Executive Office###-###-####

[redacted]   [redacted]
December 8, 2015
[redacted]
Re:    Revdex.com 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. 
Please accept my sincere apology for any frustration and inconvenience
you may have experienced concerning the payment due date change and late fee
charged on your Macy’s account.  I
attempted to contact you personally to discuss this matter; however, I was able
to leave a message for you.
As
you aware, we recently underwent a scheduled credit system update for the
Macy's credit card accounts and redesigned our macys.com website.  In alignment with this, some of our
customers’ payment due dates were moved, and this information was communicated
to those customers impacted via a message that appeared on their monthly
billing statement.  I am enclosing a copy
of your billing statement for the period ending on August 30, 2015, which shows
this reminder on Page 3 that “In connection with recent system changes, your
payment due date has changed to the 26th
of the each month beginning with this
statement.” Additionally, letters were sent on, or around September 3,
2015.  I am again truly sorry for any
confusion this may have caused you.
As I
stated in the voice message I left for you, the monthly due date of the 28th is
not available, and we are only able to change the billing cycle date once every
six (6) months.  Also, I confirmed the
$27.00 late fee that was charged to your account from September 26, 2015, was
removed on September 30, 2015.
[redacted], I am aware this is not the full resolution you
were seeking.  Although we like to
respond favorably to every customer’s request, that is not always feasible. However, I
appreciate the
time you took to bring your concerns to my attention and for giving me the
opportunity to respond.  Of course, if you have any further questions, do not hesitate to call
me personally at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Dec. 8, 2015
cc: [redacted], Revdex.com

Dear [redacted],
We are in receipt of Revdex.com Complaint # [redacted]. After
numerous attempts by phone and email, we have not had any contact with the
referenced customer. We have reviewed the complaint and have taken the
following actions to resolve concerns as expressed. The address...

the customer was shipping to was a shipping service address, which had a block placed on it in our systems. The request to remove the block has been processed and the customer should be able to ship to that address.  Based on this, we consider the
matter closed satisfactorily. Thank you.

[redacted]   [redacted]
 
 
July 24, 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 intended to discuss this matter with you
personally; however my attempt to reach you by telephone was unsuccessful.  However, I was able to leave you a voice mail
message on July 17, 2015, and correspond with you via email.  I am sorry to hear of your frustration and concerns
with the Plenti program. 
 
In
reviewing your online order #[redacted], the method of payment that you used
was a [redacted] Card.  Per the Plenti
Program details, when you use a credit card other than a Macy’s store card or
Macy’s [redacted], you earn 2 points for every $10.00 spent on beauty and
fragrance at Macy’s and macys.com.  Your fragrance
order merchandise total was $192.00, which qualified you for 2 points for every
$10.00 spent.  In reviewing the points
awarded, you received 40 points which is accordance with the point awards.  The calculation is $192 / $10 = 19.2 which is
rounded up to 20, then 20 x 2 = 40.  If
there were other promotions available at the time of your purchase, in order to
be eligible for the boost points, you are required to sign up for the promotion
on the plenti.com website prior to making your online purchase.  As a courtesy to you, and a gesture of good
faith, I have credited your Plenti account with the additional 200 points,
which brings your point total to 240. 
 
The service you describe 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 and from your comments it appears
that we have disappointed you in this area. 
While we do not like to hear that you were disappointed, your feedback
is very important to us as it assists us in truly understanding our customers’
experiences and directs our attention to areas in which we can improve our
service quality. 
 
[redacted], thank you again,
for bringing this matter to our attention and giving me the opportunity to respond.  Please do not hesitate to call me at the
telephone number listed below if I may be of further assistance.
 
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 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]

[redacted]   [redacted]
October 24, 2015
[redacted]
[redacted]
[redacted], [redacted]
Re:  Revdex.com complaint ID #[redacted]
        Macy’s account ending...

in [redacted]
On behalf of Department
Stores National Bank:  
Contact Date with Customer:  October 24,
2015
Complaint Summary:  [redacted] states that she
cannot access her Macy’s account online, by telephone, or in the store, to make
her account payment, is being charged fees unfairly, and is having derogatory
remarks put on her credit bureau. 
Resolution:  I confirmed that we have removed the two late
fees that were applied to [redacted]’ account and that this had no negative
effect on her credit report.  I called
and spoke with her.  I informed her of
the above and that her account is corrected as she requested.  She also confirmed that she now has internet
access to her account.  This resolved her
complaint. 
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 have determined that this does not resolve my complaint.   
Regards,
[redacted]  I just received a call from Macys again trying to collect the same amount we had resolved. I would like to open this file again with you to finalize once all together and get the account closed.Thank you in advance for your time on this sensitive matter.[redacted]

February 27, 2018 Revdex.com:  We received the complaint for Rebecca Reid regarding ID #[redacted]. The customer stated she was told she could not pick up the merchandise but would have to pay the $99.00 for delivery. I spoke with the customer regarding her concern and...

advised that at this time we no longer offer customer pick up of the merchandise. I advised the customer that we can allow for the refund of $99.00 delivery fee. The customer was satisfied with this resolution.Macy’s Executive Office Terri W.Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

[redacted]   [redacted]...

[redacted]
January
20, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint #[redacted]
        Macy’s [redacted] account ending
in [redacted] (closed)
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 apologize for any frustration and inconvenience you may have
experienced regarding your Macy's [redacted] account, and for the
problems you encountered while attempting to resolve this issue.
A review of your account
indicates that the enclosed billing statements for the time period January 2015
through August 2015 shows you were never charged a late fee when you made
payments of less than the minimum payment due. 
The billing statements from September 2015 through December 2015 (also
enclosed) reflect your payments met the minimum payment due.  For further review, we forwarded a copy of
your complaint to our Recovery Department and confirmed that your Macy’s [redacted] was never charged off.  However,
in error, your account was placed with an outside collection agency, [redacted] ([redacted]).  We have recalled
the account from the outside collection agency. 
Since there was no history of delinquency, your account was not reported
to the credit reporting agencies.
Thank you for bringing this matter to our attention
and giving me the opportunity to respond. 
As a gesture of goodwill, please accept $50.00 in Macy’s Money as an invitation
to shop with us again.  Please do not
hesitate to call me at the telephone number listed below if I may be of further
assistance.
Sincerely,
Regina
M.
Macy's
Executive Office
###-###-#### Extension
[redacted]
Enclosures / mailed January 20, 2016cc:   [redacted], Revdex.com

December 27, 2017[redacted]re: Revdex.com Complaint ID: [redacted]Dear [redacted]: On behalf of Macy's Executive Office, please accept my sincere apology for the concerns with the shipping fee and timing of delivery for...

you. Although we are pleased to offer some vendor shipped merchandise, we truly cannot require expedited shipping for that. We regret any confusion or misunderstanding with the options for rerouting of the package.I was unable to reach you by phone, however I was able to leave a message. Thank you for bringing this matter to our attention and allowing me to respond. Appropriately, the expedited shipping fee had been credited back for you. 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 have determined that this does not resolve my complaint.  FI have not received a message from Macy's and I cannot reach the phone number provided in their response. If Ms. R. wants to call me she can use my cell phone number which is ###-###-####. Thank you. 
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.I appreciate someone from the executive office of Macy's calling me so quickly after the complaint was filed. He was extremely nice and made me feel so much better about the situation. I am still concerned that it took so many months for someone to take my issue seriously and that I had to file a complaint for someone to investigate further. But overall, I am happy with the resolution and I appreciate the credit of my payment and correcting my credit report. 
Regards,
[redacted]

[redacted]   [redacted]    October 17, 2016 [redacted]  [redacted] Re:  Revdex.com Complaint ID [redacted]        Macy’s account ending in...

[redacted] On behalf of Department Stores National Bank: Contact Date(s) With Customer:  October 14, 2016 Complaint Summary:  [redacted] purchased shoes that appear to be worn shoes from the [redacted] store.  The next day she took the shoes back to the store to return them, and was advised that because they were very visibly worn they could not be returned.  She also states that the associates that were helping her were very rude and made comments about her to other associates. Resolution:  I sent the complaint in its entirety to the stores Executives, they [redacted] and set up a date and time for her to come into the store and exchange the shoes.  The shoe department manager is also scheduled to meet individually with the associated and go over proper professional etiquette.  I contacted the customer to confirm that a date and time had been set up for the exchange and to make sure that she understands that the behavior of the associates is not the standard at Macy’s and those individuals will receive training and coaching opportunities on proper customer service etiquette.   After speaking with the customer this afternoon she advised me that she will be keeping the shoes and that she appreciates the Customer Service that she received from Heather at the store.  Ebony 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.    I have left several  messages with Mrs. O. as well but have yet to speak with her personally. I am still interested in resolving my complaint.  This matter has been ongoing for at least a year. I have spoken to everyone I could possibly speak with at Macys with no resolve. 
 
Regards,
[redacted]

Dear
Ereico,
 
I am
in receipt of complaint ID [redacted]. I have reached out to the customer but
have not received a response.
 
Our
records indicate that the credit was posted to his current Macy's account on
6/03/2015. As the credit has been posted, Macy's will now...

consider this matter
closed.
 
Sincerely,
 
[redacted]
[redacted]  [redacted]

October 13, 2017   [redacted]  [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Shopping experience           Dear [redacted]...

[redacted]:   We are in receipt of your complaint filed with the Revdex.com, which was 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 personal apology for any inconvenience you may have experienced regarding this matter.  Be assured that Macy’s does not participate in unethical or deceptive business practices of any kind.   Macy's works hard to deliver high-quality products at a great value.  We are a company known for having great sales and promotional events, as well as great assortments.  Our in-store advertisements for cosmetics and fragrances frequently display the full product line available. The grouping of products does not necessarily correspond to items sold as a set; rather, it displays the individual products available, which are often sold separately.  As a convenience, we offer custom made sets tailored to each customer’s selections.   On September 17, 2017, while shopping at our [redacted] At [redacted] Mall Macy’s location, our records indicate that you purchased a [redacted] fragrance set, which includes a fragrance, a lotion, and a travel size bottle.  This was a pre-packaged set, and was sent to us by the vendor as a package deal, and therefore has one bar code and one set price for the contents of the package.  On the same day, you purchased three [redacted] fragrance items that were combined into a custom set for you in the store.  However, these three items were not sent to Macy’s as a value set like the [redacted] set you purchased.  The individual items you selected have separate bar codes and are priced individually.  The store builds these containers to provide ease of shopping, and tailors these sets to include specific items at the customer’s request. The bar codes for each item included in the custom set will be placed on the back side of the corresponding brand packaging.    The box used in the display you are referencing is a marketing prop, and is not intended to be interpreted literally, unless the display explicitly states what is included in an offer.  I am sorry that you felt misled by the display; however, I am pleased to hear that the store manager was able to provide a full refund as a gesture of good will and one-time courtesy. With regard to your request for an additional complimentary [redacted] gift set, Macy’s doesn’t compensate for issues like this.  In addition, since the store has already processed a full refund for this issue, I must respectfully decline any further accommodations.   [redacted], thank you for allowing me to respond to your concerns.  I regret that we may have disappointed you in this matter, and I hope you will allow Macy’s the opportunity to exceed your expectations in the future.  As a gesture of our goodwill, please accept the enclosed 20% off coupon, which is valid at any Macy’s store location through November 30, 2017.  If I may be of further assistance, please do not hesitate to contact me at the phone number listed below.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed October 13, 2017   cc:  [redacted], Revdex.com