Macy's

[redacted]   [redacted] August 25, 2016  [redacted] Re: Macy's Account Ending in [redacted]    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 on behalf of Department Stores National Bank.   I regret any inconvenience you may have experienced regarding the above-referenced Macy's account.  We will remove the fees and bring the account balance to a zero ($0.00) balance due to the fact that you did not receive billing statements.  Additionally, we have cleared our internal records of any delinquency associated with this issue, and we have instructed the credit reporting agencies to delete the late payment history for the months of February 2010 to the present from your credit report.  Kindly allow thirty (30) business days for the agencies to modify their records to reflect the information contained in our request.   We regret that this matter escalated to this point; however, we appreciate you contacting us and allowing us the opportunity to respond to your concerns.  If I may be of additional assistance, please do not hesitate to contact me.  Sincerely,   Nancy M.Macy's Executive Office###-###-#### Extension [redacted]   cc: [redacted]    The Revdex.com

Revdex.com:thank you for Revdex.com helping me along with the complaint!!!!
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]

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]

[redacted]   [redacted]  [redacted] August 29, 2016 [redacted] Re:       Revdex.com Complaint ID #[redacted]        Macy’s account ending in...

[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 on behalf of Department Stores National Bank.  Please accept my personal apology for any inconvenience you may have experienced regarding this matter. On April 19, 2016, our records show an online order (#[redacted]), for a women’s [redacted] swimsuit, totaling $164.80.  When you called to report this purchase as fraudulent on April 22, 2016, we put the card in lost/stolen status to protect you as a consumer and prevent any additional unauthorized charges.  We immediately credited the $164.80 charge to the new Macy’s account ending in [redacted], so it would not incur any interest, and moved the charge to the old account ending in [redacted] while the claim was being investigated.  On July 20, 2016, our Fraud Claims Department found a previous online order made on December 17, 2015, that was shipped to the same address, yet was never disputed by you.  Therefore, the claim was denied, and the disputed amount was charged back to your new Macy’s account for the billing period ending August 10, 2016.  As of the date of this letter, your account has a $254.57 balance, with a minimum payment due of $27.00 by September 6, 2016. I regret to hear that you were given mixed messages by different representatives on August 23, 2016.  The service you described receiving from our credit representatives is not indicative of the quality customer service we strive to provide.  For security reasons, it is our policy to only confirm detailed order information that you provide to us. Nevertheless, it is our goal to maintain a Customer Service team that readily and thoroughly addresses customers’ concerns, and I am sorry the associates did not relay to you why the claim was denied.  After reading your inquiry, I forwarded a copy of your complaint along with our response to the appropriate Managers for further review.  Even though a Fraud Claims representative mailed out a new Statement of Fraud Form to you on August 23, 2016, please disregard this letter as it was sent in error.     [redacted], thank you for the opportunity to address your concerns.  If I may be of further assistance to you in the future, please do not hesitate to contact me at the number listed below. Sincerely,   Alison G.Macy's Executive Office###-###-#### Extension [redacted] cc:   Customer Service Manager      Fraud Prevention Manager          [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 first want to confirm that I the corresponding rep from Macy's, Michele S., did send me a $150.00 Macy's gift card as an effort to resolve the issue as she claims, and I do appreciate her efforts.However if one were to follow this case back to the beginning they would take note that the value that I have lost here due to a combination of technical website error, unresponsive / uncooperative customer service (explained below), and being sent irregular / mis-stitched merchandise (explained below). is higher than the compensation Macy's Is willing to send.I do not personally blame the Macy's Rep currently dealing with this claim, she has actually been very friendly and helpful. However it does not seem she is fully aware of what happened perhaps do to lack of notes and communication from the previous reps I have dealt with.Actually, from Macy's response it seems they currently are under the impression that I simply made a purchase during a sale and I am attempting to receive compensation for no good reason. The problem is they are no longer willing to hear me out on all the details and I even offered to send in a picture of the mis-stitched suit I was sent but they will not proceed any further.Uncooperative customer service explained: Mainly at the outsourced call centers where I was put on hold and transferred, ignored and disconnected with after being on hold for over an hour at times. However ultimately all throughout the company I was promised follow up multiple times and in all but one instance those promises turned out to be false.The only follow up that did come, came after I filed the original Revdex.com report. By the time I did speak to anyone who was able to assist it was way too late. After weeks passed, the situation could no longer be properly corrected as the items I wanted where long out of stock and and the sale was well over. Irregular / mis-stitched merchandise explained: The Suit I was sent as one of my attempted merchandise exchanges had an extra half belt loop sewn onto the top of the zipper area. It was hanging out and completely out of place.Additionally the buttons on the sleeve came improperly positioned. I was advised The suit cannot be returned do to the fact that it was already tailored before the issues became apparent. Additionally the pricey tailoring on the suit was already done so the there would be financial loss in either case. I am attaching pictures of the mis-stitched belt loop under the zipper and the jacket sleeve buttons so you can see for yourself.I want to stress that I really do appreciate Macy's efforts to resolve once this reached a corporate level, but I do not consider the $150.00 gift card to be a resolution as it will cost me more just to replace the original two suits. One with stitching issues and money lost on tailoring and the second, although originally on sale, was valued at about double the amount of the gift card plus the return value of that suit and it would now cost me more to replace.
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.  
I have submitted the documentation and they are not reflecting the same information that Macy's is stating. I even underlined and circled the information showing they are reporting two different delinquency dates. By law they have to report accurate and correct information or it has to be removed. I also have requested them to correct the information on numerous times in which they have not. They have not made any attempts either to make the information correct. Every time they respond it is the same thing. They do not want to resolve this issue and I feel that my rights have been violated as a consumer. They also have a lawsuit pending for charges that show up on Macy's credit cards like the one I had for malicious or fraudulent charges. How do I know I was not a victim of this as well? I cant be sure because they do not report correct or accurate information on their consumers profiles. Which is against the law. I have cited the section per the Federal Law Statute.  
Regards,
[redacted]

July 14, 2016Dear [redacted]:I am in receipt of your complaint number [redacted]. After speaking with the customer we agreed to credit his extended warranty coverage. Macy's considers the matter resolved. Thank you,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.   I told Tonie that I would not be home for UPS to accept the shoes. I guess that's a part of their customer service, they don't listen.
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.   You want "new, substantive" information Thomas?   Sure bud.   "I just got back to the office today." - Yvonne, July 27th (stating she was out Friday and early the following week)"I did come into the office on Friday (21st) Mmk.  So those statements are mutually exclusive and deceptive.  That sets the table for one of your "commended" underlings to be shown as very deceptive and randomly forgetful.   She could have replied to me earlier than she did; she just chose not to. See below for more discovery as a big courtesy.   And this complaint will be forwarded to your supervisor by the way.   Note I'm transcribing directly, and this is a major annoyance.  But I don't like your your deceptive tactics, so I'm publishing this wherever I please.    Me: So you made an offer to me, and now you're saying you don't want to do that offer.  What changed?  That's what I'm curious about.Yvonne: I offered to send you a $100 and I offered to send you the shirt.  And you declined that.Me: Shirt? What shirt?Her: The shorts. I'm sorry, the shorts.Me: No. First you offered me the shorts (alone).  And I declined.  And then you offered... (she cuts me off)Her: I wasn't finished offering yet, and you had cut me off.  And I was trying to explain that during our conversation.Me: I cut you off at what point?  What are you referring to? I cut you off?  How did I cut you off?  (no answer)...That's not even remotely close to true.  You made an offer. You said, quote, 'If I send you everything in your bag for free will that resolve this for you?  And I said 'Yea.' Period. Her: No, you did not say yes.  Me: Oh, I didn't say yes?Her: ...we were at that resolution, and you wanted additional compensation.Me: No, I did not! ...what additional compensation did I require beyond that?Her: (She continues with a nonsensical, manipulative answer based on false memories and/or flat out lying; probably a combination of both since she was poorly prepared and even had what few facts she could bring to bear completely out of order; not to mention she would later go on to change her story completely.) So that's the admission after the fact that the compensation for approx. $301 worth of on-sale merchandise in my bag was INDEED offered to me by Yvonne.  Thomas doesn't want any of my recordings either, because he claims he can't view them and apparently doesn't care about quality control.   I guess Macy's doesn't either since he, in his alleged search for Macy's taped CS calls, could not find a single "SUBSTANTIVE" recorded call from their end.   Macy's has nothing substantive to bring to bear, aside from wasted text and a lowball offer that desecrates the original, accepted oral contract of stipulation for settlement in this matter.  And they have not and apparently will not punish a single employee that practiced unethical or grossly inadequate CS with myself.    [redacted], I will make available to the Revdex.com any and all of my recordings and emails with Macy's and their Liaison Dept. before I publish them elsewhere should I choose to do so.   H. and Macy's has absolutely nothing to defend themselves with and are wasting your time as well mine.  I would like this matter published in full on Revdex.com to serve as a warning to other consumers since this is a clear violation of UCC Law and ** State General Obligations Law, as well as deceptive pricing practices (which they're already being investigated for nationally).   [redacted], H. admitted by phone that their false inventory is STILL a serious problem for Macy's and that I am "completely right" about it.   In the meantime, in addition to several options in play, I will simply find a way to get in touch with Rob H. and inform him that this is how their soldier ants treat lifelong customers.  Like st.   Regards,
[redacted]

Hi [redacted], I am in receipt of Complaint ID: [redacted]. I am working with the customer to address the credit issue. I have made a credit adjustment in the amount of $1525.02. We are now working to address the wording any future warranty issues that might occur so there will not be any confusion on how to handle any processing adjustments to any future replacement. Michael M. Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

January 22, 2016
[redacted]
[redacted]
[redacted]
Re:       RevDex.com complaint # [redacted]
            Macy’s
[redacted]...

account ending in [redacted]
            Macy’s account ending [redacted]
On behalf of Department
Stores National Bank:  
Contact Date(s) With Customer:  January 20, 2016
Complaint Summary:  [redacted] had fraud in the amount of $53.50
charged to her Macy’s store card account, ending [redacted], on October 4, 2015.  She called to advise that the charge was not
hers, she completed a Statement of Fraud, and was told that she has to wait for
the resolution.  During that time the
account assessed late fees and interest charges.  She wanted her account cleared of fees and to
have her credit bureau cleared of delinquencies.  I was able to complete all requests.  I spoke to [redacted] and she is pleased with
the resolution. 
Resolution:  The fraud charges were cleared January 8,
2016.  All late fees and interest charges
were credited to the client’s account creating a credit balance of $9.95.  We also cleared our internal records of any
delinquency associated with this issue, and have requested the credit reporting
agencies update their records and delete any history of delinquency from the
time period of October 2015 through December 2015.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.  [redacted]
had a credit balance on her store account from a misapplied payment; the
payment was transferred to her Macy’s [redacted] ending in [redacted] on
January 20, 2016 in the amount of $167.50.
Cathy D.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com

Good morning, [redacted]:The [redacted]'s Office sent me an email today with an attachment of the letter the office received from Macy's in regards to the complaint I filed. Please note that the refund amount of $1,543.32 listed in the Macy's letter is inaccurate. The full purchase price was $1,568.32 and I left a voice mail message for Michael J. at Macy's informing him of the discrepancy. Also, WE have NOT received a letter or phone call from Michael J. and will not be able to return the rings to the store until next week when my fiancé, [redacted], returns from [redacted].Please do not close the case until we successfully return the rings and get the refund on [redacted]'s credit card statement.Many thanks,[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.   
You have not addressed my concerns though. You have provided the credit bureaus different delinquency dates and I have provided them to you and they reflect the different delinquency dates. The issue I have is that it is against the law and your company refuses to abide by the law. I am looking for additional help beyond your company because your company refuses to correct their wrong doings. At this point I am looking for the Revdex.com to resolve the issue themselves. Macy's is not willing to provide accurate information to the credit bureaus as required by Federal Law.  
Regards,
[redacted]

December 1, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com complaint #[redacted]
         Macy’s [redacted] ending in [redacted]
         Macy’s account ending in [redacted]
On
behalf of Department Stores National Bank:  
Contact Date with Customer:  November 30, 2015.
Complaint Summary:  [redacted] made payments for her Macy’s
[redacted] and Macy's accounts but they were applied to old/closed
account numbers.  She had called more
than once to get the payments transferred and was told they would take care of
it but the payment was never moved.  She
said she has been provided the worst customer service ever.  She wants her bill(s) adjusted correctly and
her bureau updated.
Resolution:  On November 30, 2015, I called [redacted] and confirmed
all charges and corrections have been completed, her payment was received and
account now has a zero balance.  I apologized
for the delay and confirmed she spoke with Executive Coordinator, [redacted] on
November 24, 2015, who confirmed that the corrections were completed and her
balance was $615.75.  She had responded
to the Revdex.com on November 23, 2015, and was unable to cancel
her rebuttal. 
Rhea B.
Macy’s Executive Office
###-###-####
Extension [redacted]
cc: [redacted], RevDex.com

[redacted]   [redacted]
January 5, 2016
[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.
We
appreciate the time you took to contact us about the information listed on your
credit report for the above referenced Macy’s account.  I was disappointed to read about the
conflicting information and difficulties you encountered in trying to resolve
this matter, and I apologize.  Please be
assured that the service you described receiving from our staff is not typical
of the level of outstanding customer service we strive to provide.  After reading your complaint, I can certainly
understand your frustration regarding the events that transpired with our
telephone representatives.
Upon
review, I found that this account was opened on August 28, 2008.  You made a $137.32 purchase on the same date,
which received a $20.61 New Account Discount. 
The account had a $116.71 balance for the billing period ending August
28, 2008, with a $5.00 minimum payment due by September 28, 2008.  Late fees and interest charges were applied
each month when we did not receive any payments by the September 28, 2008, or
October 28, 2008, due dates, and your account was reported as thirty (30) days
late to the credit reporting agencies. 
We received your $149.02 payment on November 8, 2008, bringing your
account current with a $31.83 remaining balance due.  Because you missed two consecutive payments
for the months of September 2008 and October 2008, the delinquency we were
reporting for October 2008 was accurate. 
Regarding
your request to delete this account from your credit report, it is the
responsibility of the credit reporting agencies to remove old information from
credit reports.  However, in the interest
of customer service, we requested that [redacted] and [redacted] delete
this account from your credit report on December 28, 2015.  Kindly allow seven (7) to ten (10) business days
for the credit reporting agencies to update your credit profile.  In the interim, this letter will serve as
confirmation of our request.
Thank
you for bringing this matter to our attention and giving me the opportunity to
reply.  If you would like copies of your
August 2008 through November 2008 billing statements, or if I may be of
additional assistance, please do not hesitate to contact me. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

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 Macy's, I wish to extend an apology to you for any...

inconvenience. I would welcome the opportunity to better address your concerns, however, there are additional details that need to be discussed.  As mentioned above, several attempts to contact you have been unsuccessful.  Please contact me at the telephone number below in order to resolve this matter. Sincerely, Teresa M. Macy's Executive Office###-###-####

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the consumer's warranty claim denial due to stains the contour in the mattress was not addressed. We have tried to contact the consumer by phone and have reached out using email. We have explained that the mattress cannot be...

returned as it was not deemed defective and we cannot exchange it as the mattress is no longer available. In an effort to resolve this issue, as a one-time courtesy accommodation, we have offered the consumer an 80% credit adjustment for the mattress set she has in her home and a 30% discount adjustment for a replacement purchase. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly. Macy's will now consider this matter closed. Thanks, Macy's 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. 
Regards,
[redacted]

December 29, 2015[redacted]Re: 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. I am so sorry for any inconvenience experienced after the delivery of your furniture purchased on sales check 75506411. Our records reflect you contacted our Furniture and Bedding Customer Service Department on or about 12/2/15 advising the cushions were beginning to compress.  Arrangements were made to have the sofa inspected for defects.  According to the technician's report, the sofa is within manufacturer's specifications, and cannot be replaced via the manufacturer's warranty.However, as a one time accommodation, I have set up a return for the [redacted] sofa and ottoman purchased. A credit in the amount of $1023.96 should post to your Macy's account within 14 business days after pick up on Saturday, 1/16/2016 at your [redacted] address.  Additionally, I have submitted an adjustment for the delivery fee applied to your order. Please allow up to 7 business days for your credit in the amount of $116.60, tax included, to post to your Macy's account.Thank you for allowing us the opportunity to respond to your concerns.  Your continued loyalty is important to us, as well as appreciated.  If you have any questions regarding this matter, please feel free to contact me at the telephone number listed below.  Sincerely,Angela L.Macy's Executive Office###-###-#### Extension [redacted]cc: Revdex.com

January 31, 2018   [redacted]  [redacted]   Re: Revdex.com Complaint ID #[redacted]        Macy’s store account ending in [redacted]   Dear [redacted]:   I am in receipt of your Revdex.com inquiry...

which was 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.    The account referenced above was originally opened on December 20, 2014, and closed on January 24, 2016, due to non-payment.  Our records indicate that the last purchase date was December 20, 2014, and the last payment was on November 6, 2015, in the amount of $100.00.  For validation of the debt incurred on this Macy’s account, I am enclosing copies of the billing statements from December 20, 2014, through May 20, 2015.    There is no record of returned mail, which suggests that the monthly billing statements for this account were successfully delivered.  Although you only had two purchases on this account on December 20, 2014, in the amounts of $24.82 and $297.46 (less the New Account Discounts of $4.96 and $59.49), several payments were not received or underpaid, resulting in multiple late fees on this account.  Due to serious delinquency, the account charged off on April 24, 2016, with the balance of $295.75.  A payment has not been received after the charge off date.   As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Therefore, we are unable to accommodate your request to remove the delinquency from your credit report.  If you made payments to this account after April 24, 2016, that have not been applied, please contact me at the phone number listed below and I will be happy to research this further.  If you made a check or debit card payment, we will need a bank transmittal showing the funds were withdrawn from your bank, and listing the account number where the funds were credited.  If a cash payment was made within the store, we will need a clear copy of the payment receipt for further research.  Once the charged off amount has been paid, your credit report will be updated to show “charge off, paid in full”.   [redacted], thank you 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,   Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed January 31, 2018   cc: [redacted] Revdex.com