ComplaintsforMacy's

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This credit card company refuses to remove a late payment record for one month while credit card holder was in the hospital the entire month and did not have access to resources.

  Business response

  11/06/2024

  November 6, 2024
  
  ****** ******
  ********************
  
  RE: Macy’s account ending in ****
  Better Business Bureau complaint ID ********
  
  Dear ****** ******:
  
  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your
  concerns on behalf of ********, N.A. (****).
  
  Please know, **** does not report an account as 30 days delinquent until two (2) consecutive payments
  are missed. Our review of your account found that we did not receive the required minimum payments
  for November 6, 2023, and December 6, 2023, payment due dates resulting in the delinquency reported
  for December 2023. If you have documentation of a payment made during the above timeframe that was
  not applied to your account, please forward proof of payment to my attention at the address above. Upon
  receipt, additional research will be completed.
  
  While we understand circumstances may arise which may prevent a customer from making a timely
  payment, it is not ****** policy to remove any delinquency from your credit report unless it occurred as
  a result of a billing dispute or bank error. 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 customer. After
  researching the delinquency on your account, we found the information to be correct. Unfortunately, we
  are unable to accommodate your request to remove the delinquency from your credit report.
  
  Because you previously disagreed with the information we reported, on February 8, 2024, we requested the
  credit reporting agencies to add a note to your credit report stating this information is “disputed by the
  consumer.” Should you wish to have the “disputed by consumer” note removed from your credit report, it
  will be necessary for you to contact us at the address listed above.
  
  Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance,
  please contact me at the telephone number listed below.
  
  Sincerely,
  
  James W****
  Macy's Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  Cc: Better Business Bureau
  

  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction was on 10/26/2024 inside Macy's store in ******** **** at perfume counter. I bought several perfume and cologne sets for my children as Christmas gifts. On my credit card 20% was to come off and additional 30% percent for beauty extra discount presale event. I spoke with 1 manager and 2 store employees who both confirmed the 50% percent comes off the back end for sale, card service of Macy's makes the adjustment after 24 hours of sale. I was on the phone with a Macy's card representative on the day of purchased who also confirmed this information and even provided the Macy's rep with an approval override code. The store employee of Macys card stated the same thing on the day of purchase that 50% would come off back end. I have yet to see Macy card services take off 50% percent. I spoke to two different supervisors and over 3 representatives on 10/28/2024 when I called ###-###-####. So far I received 5 different stories and 3 out of 5 Macy's representatives stated they are suppose to take 50% off and I do have credit. I still have 50% off of my Macys card. This is Macys Beauty Extra Event. They have this every November. The promotion that starts on November 19, 2024. If you go inside any Macy's store you can do what they call a presale and pay with everything with a Macy's card and 20% and 30% comes off from card services which totals 50% perfume/cologne discount. It's been more than 24 hours and Macy's card as yet to remove the 30% off. They only took 20% off. It's causing my Macy's card to have outstanding balance, when I shouldn't. Now I am unable to use my Macy's card until they fixed the problem. This is FRAUD to promote a sale and don't honor it. I need Better Business Bureau to please step in to help me. My Macy's Star Rewards card last 4 numbers are ****. I should only pay 50% of my 1021.85 and my local ** tax. Macy's card services is not honoring there 50% presale discount. I am getting nowhere on the phone. As everyone seems confused.

  Business response

  11/06/2024

  October 30, 2024
  
  
  ****** ******
  *** **** ******
  ** **** ***** ** **********
  
  
  Re: Better Business Bureau ********
  Macy’s employee prepaid account ending in ****
  
  Dear ****** ******:
  
  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns on
  behalf of ********, N. A. (****).
  
  Please accept our apology for any frustration or inconvenience you experienced attempting to resolve the matters
  outlined in your correspondence. Upon receipt of your concerns, we reviewed your account and found that the
  purchase in question is a presale for the Beauty Extra Colleague Discount Event with a start date of November
  19, 2024, and a presale start date of October 30, 2024. Your Macy’s Prepay account is showing a pending purchase
  amount of $817.48, which is the original purchase amount of $1,021.85 minus the 20% employee discount. The
  additional 30% discount is part of the sale event which does not start until November 19, 2024. Although your
  Macy’s Prepay account will not reflect the additional 30% sale discount until the start of the sale event on
  November 19, 2024, at this time, we cannot guarantee your purchase will qualify for the additional 30% discount
  due to your presale purchase date was October 26, 2024, which is before the presale start date of October 30,
  2024. To guarantee that your purchase qualifies for the additional 30% sales event, please return to the Macy’s
  ******** **** location where your original purchase was made, cancel the existing presale, and re-purchase your
  items within the presale dates of October 30, 2024, through November 18, 2024, or during the sale event dates of
  November 19, 2024, through November 23, 2024.
  
  If you have further questions or concerns regarding your Macy’s Prepay account or purchases qualifying for
  additional discount, please contact the Employee Accounts Department at ###-###-#### Monday through Friday
  9am to 5pm ET, and an Employee Account associate may assist further.
  
  
  
  Sincerely,
  
  Jonelle D******
  Macy’s Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  cc: Better Business Bureau

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Bloomingdales/******** Regarding Inaccurate Account on Credit Report Dear Better Business Bureau, I am writing to file a formal complaint against Bloomingdales/******** for an inaccurately reported account on my credit report. Despite my disputes, the account remains unresolved and continues to negatively affect my credit. Here are the details of the disputed account: Creditor Name: Bloomingdales/******** Date Opened: 12/21/2017 Account Number: ******XXXXXXXXXX I have no connection with this account, and I request the BBB’s assistance in having it removed from my credit report. Thank you for your help in this matter.

  Business response

  11/06/2024

  Please see the attached response letter (text below) and enclosures that have been sent to the customer address on file. Thank you.

  November 6, 2024
  
  ******* *******
  *** ***** *****
  ***** ** *****
  
  RE: Better Business Bureau Complaint #********
  Bloomingdale’s account ending in ****
  
  Dear ******* *******:
  
  We are in receipt of your comments filed with the Better Business Bureau, (BBB), and forwarded to
  Bloomingdale’s Executive Office. As an Executive Office Administrator, I was asked to review and
  respond to your concerns on behalf of ******** N.A. (****). We apologize for any inconvenience or
  frustration you may have experienced relative to the account ending in ****.
  
  Upon receipt of your complaint, we reviewed your account and found the credit reporting agencies
  contacted our offices electronically via an Automated Consumer Dispute Verification (ACDV) on October
  31, 2024, November 1, 2024, and November 5, 2024, transmitting a dispute concerning the reporting of the
  account. When an account is disputed with the credit reporting agencies, a notice is sent to us to verify the
  information we are reporting. It is not a request for a validation of the account. A response was returned
  to the credit reporting agencies each time confirming the accuracy of the reporting status.
  
  This letter is in response to your request for an update to the credit history reporting associated with the
  above-referenced account. As of the date of this letter, the information below is currently reporting for this
  account.
  
  Open date: December 21, 2017
  Last purchase date: August 5, 2019
  Last payment date: August 4, 2022
  Balance: $0.00
  
  By accepting and using your account, you consented to the terms of the **** Credit Card Agreement
  (“Agreement”), which governs the use of this credit account, and includes your promise to pay for all
  purchases as well as other charges mentioned in the Agreement, including interest charges and late fees.
  As stated in the Agreement, a late fee is charged to an account when the minimum payment due is not
  received on or before the payment due date.
  
  Please know **** does not report an account delinquent until two (2) consecutive payments are missed.
  Our records indicate we did not receive the required minimum payments due by the payment due dates of
  January 2020 through April 2020, and the account was reported delinquent to the credit agencies. Due to
  delinquency, the account was closed April 7, 2020. On April 24, 2020, you entered into a payment
  arrangement to settle your account balance of $1,237.21 and letters were sent detailing the agreement and
  payment information, (copies enclosed). $50.00 payments were posted to the account from May 2020
  through July 2022. A credit adjustment in the amount of $25.53 on October 8, 2022, bringing the account
  balance to zero, ($0.00). The terms of the settlement agreement also state we will continue to report the past
  due status of your account until your account is no longer past due. Late and missed payments or other
  defaults on your account may be reflected in your credit report. In addition, we will report the account is
  closed.
  
  It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a result
  of a billing dispute or bank error. When a settlement agreement is made and that agreement is satisfied, the
  account is not removed from the credit report as your complaint requested. As a credit provider, we are
  obliged to report the account accurately to the credit reporting agencies, whether it is favorable or
  unfavorable to the customer; therefore, we are unable to comply with your request to delete the account
  from your credit report. The account will remain on a credit report for up to seven (7) years from the date
  of the first delinquency before the agreement. At that time, it is the credit reporting agencies who are
  responsible for removing the information under the Fair Credit Reporting Act (FCRA).
  
  On November 6, 2024, because you disagree with the information we reported, we requested the reporting
  agencies to add a note to your credit report stating the information is “disputed by the consumer.” Should
  you wish to have the “disputed by consumer” note removed from your credit report, it will be necessary for
  you to contact us at the address listed above.
  
  We appreciate the opportunity to respond to your concerns. Please contact me if I can be of any additional
  assistance on another matter.
  
  
  Sincerely,
  
  David M*****
  Bloomingdale’s Executive Office
  ###-###-#### Ext *******
  ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  cc: Better Business Bureau
  

  
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  am writing to dispute an account that appears on my credit report, which is fraudulent. I have filed an identity theft complaint with IdentityTheft.gov and request that this account be removed from my credit file. Creditor Name: MACYS/**** Date Opened: 05/20/2016 Account Number: ******XXXXXXXXXX Balance: $3,254 I did not open this account and have no connection to it.I request that you investigate this matter and remove the inaccurate information promptly, in accordance with the Fair Credit Reporting Act. Please provide me with written confirmation of your findings and the actions taken.

  Business response

  11/01/2024

  Attached is our response to the above referenced BBB complaint (text of letter below). The letter and enclosures have been sent to the customer address on file.

  October 29, 2024
  
  
  ***** ****** ******
  **** ****** ******
  ****** ***** ** **********
  
  
  Re: Better Business Bureau Complaint #********
  Macy’s account ending in **** (closed)
  
  Dear ***** ****** ******:
  
  
  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns on
  behalf of ********, N. A. (****).
  
  Due to your claim of identity theft, we requested our Fraud Department to review the above-referenced Macy’s
  account. As indicated in the letter dated October 28, 2024, the fraud claim was denied. The Fraud Department’s
  investigation confirmed the information used to open the account verifies to you, and valid payments were
  received for the account prior to the delinquencies. If you have additional documentation to support your claim of
  identity theft, please forward the documentation to my attention at the above address. Upon receipt, additional
  research will be completed.
  
  Our review of your account found the information below is reporting accurately for your account to the credit
  reporting agencies.
  
  Open date: May 20, 2016
  Last purchase date: August 21, 2023
  Last payment date: July 10, 2024
  Closed date: December 7, 2023
  Current Balance: $0.00
  
  Our review of your account found it was closed per your request on December 7, 2023. For the statement with the
  closing date of November 13, 2023, your account had a balance of $1,466.80 with a minimum payment of $56.38,
  due by December 10, 2024. No payment was received for this balance. In accordance with the terms of the ****
  Credit Card Agreement, each month a payment was not received for the required minimum payment due, the
  account was assessed a late fee and interest charge until the balance reached $1,884.61. If you have documentation
  of a payment made during this time which was not applied, please forward a copy to my attention at the above
  address. Upon receipt, additional research will be completed.
  
  On April 18, 2024, you entered into an agreement to settle the account for $848.07. A copy of the settlement
  agreement letter is enclosed. We received the first agreed upon settlement payment on May 10, 2024, in the
  amount of $282.69, and remaining payments on June 10, 2024, for $282.69, and July 10, 2024, for $282.69. After
  this final payment, on July 15, 2024, we credited your account for a late fee of $34.64 and the remaining balance
  of $1,001.90 as per the terms of the settlement.
  
  In accordance with your statement delivery preferences, monthly billing statements were mailed to the address on
  file for your account at the time of mailing. We have no record of the United States Postal Service returning the
  statements to us as undeliverable.
  
  As our research found the account to be valid, we are unable to comply with your request to delete the account
  reporting. It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a
  result of a billing dispute or bank error. 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 customer. After researching the
  delinquency on your account, we found the information to be correct, therefore, we are unable to comply with
  your request to delete the account from your credit report. Our records indicate payments were not received for
  the above referenced payment due dates and the account is reporting accurately as “paid in full for less than the
  full balance.” The closed account will remain on a credit report for up to seven (7) years from the date of the first
  delinquency. At that time, it is the credit reporting agencies who are responsible for removing the information
  under the Fair Credit Reporting Act.
  
  Because you disagree with the information we reported, on October 24, 2024, we requested the reporting agencies
  to add a note to your credit report stating the information is “disputed by the consumer”. Should you wish to have
  the “disputed by consumer” note removed from your credit report, it will be necessary for you to contact us at the
  address listed above.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be of
  assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  
  Sincerely,
  
  Jonelle D******
  Macy’s Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  Enclosures
  
  cc: Better Business Bureau
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Macys has indiscriminately charged me $49.97 from a charge account that I did not apply for . Its case of fraud . The only way to make Macys go away was to make the payment of $49.97 . Macys on their own determined this was me. Which is totally incorrect. Macys doe not want to listen to any of my requests for documentation. Even after sending a certified letter

  Business response

  11/06/2024

  Please see the attached response letter (text below) that has been sent to the customer address on file.

  November 6, 2024
  
  ****** ****
  **** ****** ***** *********
  **** ******* ** *****
  
  RE: Better Business Bureau complaint ID ********
  Macy’s account ending in ****
  
  Dear ****** ****:
  
  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns
  on behalf of ********, N.A. (****).
  
  Upon receipt of your complaint, we partnered with our Fraud department and requested they complete an
  investigation into the transaction of $49.97 billed on June 19, 2024. On October 25, 2024, our Fraud department
  completed their investigation and found the online order that was billed on June 19, 2024, in the amount of $49.97
  was fraudulent. We have credited your account the $49.97 and removed all fees associated with this fraudulent
  charge. You will receive a letter from our fraud department in seven (7) to ten (10) business days confirming the
  above action. We have also updated our internal records and removed the late payment history for August through
  October 2024. In addition, we have requested the credit report agencies to remove the delinquencies reported for
  September and October 2024. Please allow 30 days for the credit reporting agencies to update their records. This
  letter will serve as confirmation of our request.
  
  The above-mentioned account will have a credit balance of $49.97. Please be advised, I will be mailing the refund
  check to the address on file once all the credits have been posted to the account.
  
  Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance, please
  contact me at the telephone number listed below.
  
  Sincerely,
  
  James W****
  Macy’s Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  Cc: Better Business Bureau
  
  
  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 1st, I visited Macy's and, based on an associate's recommendation, opened a new Macy's credit card despite already having one. I purchased items totaling $557.07 but returned them on September 3rd, realizing it was excessive. During the return, the same associate and her manager, Rene, struggled to refund me correctly. After two and a half hours in the store and several calls to Macy's **** services, I was assured the issue was resolved, and a dispute was filed. However, no dispute was actually filed, and I had to explain the situation multiple times over the phone before one was finally opened. On September 20th, I received a letter denying the dispute. I returned to Macy's on September 23rd, met with manager korey, and was told the issue would be escalated. Despite returning all items, including $93.10 from a Macy’s bonus, the issue remains unresolved, with a balance I shouldn't owe. I followed up with korey, who advised me to file the dispute again. After hours spent on this, I'm still facing delays, poor customer care, and no response from the store manager. This experience has been frustrating, and I hope for a swift resolution.

  Business response

  11/07/2024

  Please see the attached response letter (text below) that has been sent to the customer address on file.

  November 7, 2024
  
  ****** *******
  **** ***** ***** *****
  ******** ** *****
  
  RE: Better Business Bureau complaint #********
  Macy’s ******** ******* account ending in ****
  
  On Behalf of ******** N.A.:
  
  Contact Date with Customer: October 21, 2024
  
  Complaint Summary: The customer stated she opened a new Macy’s credit card and purchased items
  totaling $557.07 but returned them. The associate and manager struggled with issuing the return credits.
  After hours and numerous calls, I was assured the issue would be resolved and a dispute would be filed on
  my behalf. However, no dispute was filed, and I had to explain the issue numerous times to various
  customer service agents before the dispute was opened. I received a letter saying the dispute was denied.
  I met with the store manager and was told the issue would be escalated. This issue remains unresolved. I
  was advised to file a dispute again by the store associate Korey. After numerous hours of delays and poor
  customer service there was no response from Korey. I want a swift resolution for a billing adjustment.
  
  Resolution: I made an outbound call to the customer on October 21, 2024, and spoke to the primary card
  holder. An apology was given to the customer. I verified with the customer that she never received all of
  her credits even though the receipt shows credits. She stated she never saw them on the account. Advised
  the customer I added the new account discount back to the credit card account that brought the total of
  credits slightly higher than the purchases. For inconvenience and frustration, I added $50.00 Star Money
  to the loyalty account
  
  
  Sincerely,
  
  David M*****
  Macy’s Executive Office
  ###-###-#### Ext: ******* Toll Free
  ###-###-#### Direct Line
  For TTY: We accept 711 or other Relay Service
  
  cc: BBB

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to demand the urgent removal of an unauthorized Macy's/**** account that has been falsely added to my credit report. This account was opened without my knowledge or authorization, as a result of identity theft. The details of this fraudulent account are as follows: Macy's/**** Opened on August 6, 2019 Account Number: **************** This account has caused considerable harm to my credit standing and has created undue stress and financial difficulties. I have reported this identity theft to IdentityTheft.gov, and I am now demanding the BBB’s intervention to have this account removed immediately.

  Business response

  10/29/2024

  Please see the attached response letter (text below) that has been sent to the customer address on file.

   
   
  October 14, 2024
  
  ***** *********
  **** ******* *****
  ***** **  *****
  
  Re: Better Business Bureau # ********
         Macy’s account ending in **** (closed)
  
  Dear ***** *********: 
  
  We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns on behalf of ********, N.A. (****).
  
  The complaint suggests you are disputing ownership of the account.  If you believe your identity was stolen and used to open the above-referenced account, please submit a legible copy of a government issued I.D. such as your driver’s license, a completed Statement of Fraud (copy enclosed) and any other documents you may have to support your claim of Identity Theft.  The documentation should accompany a written request from you that the account be investigated and can be sent to my attention at the address listed above.  Upon receipt of this information, we will be able to further review your request.
  
  Further research found the account was sold June 5, 2024, to ********* ******** *********** ***.  Upon completion of the sale of your account, we ceased reporting the account to the three (3) credit reporting agencies.  Our research confirmed we are no longer reporting the account.  If you have documentation to show the above referenced account is reporting to one of the three (3) credit reporting agencies by ****, please forward a copy of the documentation to my attention at the above address.  Upon receipt, additional research will be completed.  
  
  If you have any further questions regarding the account or how the collection agency is reporting the account, please contact ********* ******** *********** *** at ###-###-####.  
  
  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of further assistance, please do not hesitate to contact me at the telephone number below.
  
  
  Sincerely,
  
  Jodie H******
  Macy’s. Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  Enclosure
  
  cc: Better Business Bureau
  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered dinning chairs from Macy’s online, on sept 14 and 26. I have been trying to contact them for around 3 weeks to pick up the order back for a return. It’s been IMPOSSIBLE. The web sends you to a phone #. The # tells you to do it online. There is nothing online and the chat tells you to call the phone number. I finally was able to talk to someone today. I was told that one of the orders cannot be returned because it was canceled but I have the chair and I payed for it! (Btw, this order came really late and the packing inside destroyed). I was also told that the second order cannot be returned either because I have passed the limit days for return. I have been calling since the first day a received the chair. Order # ********** is for $206.13 Order #********** is for 317.99 I want my money back. I have never seen such a bad service!!

  Customer response

  11/07/2024

  Want to let you know that Macys did contact me and gave me the money back.
  Thanks

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bloomingdales advertises pricey items that "qualify" for a promotional balance (pb). That is an attractive claim AND a false claim. On 9/2/24 I made a purchase for a piece of jewelry for $6307 that was to be paid over 12 months. A few weeks later I accessed my online account to set up autopay. I noted the following: I had made an earlier purchase on 8/26/24 for $3339 (also on the pb pay over 12 months) only to decide a few days later to return it so I can buy the higher ticket item that I really wanted. Unfortunately, and I have experienced this with their Macy's card as well (both run by ********) when you return a pb item it messes up your entire balance. I saw that $160.21 was added to my promotional balance of $6307 bringing my total to $6467.21!!! I called immediately on 9/25/24, and asked for it to be removed. The rep agreed. Two days later I went to verify that it was removed. NOT only was it NOT removed but now my promotional balance had magically changed from what it should have been, $6307 to $3128.21 (evidence of false advertising) and the remainder of my balance, $3339 would be due 10/14/24 or I pay interest (further evidence of false advertising). I sat down and looked at every single satement since last Christmas when I opened this account. I realized that I had made a mistake about the $160.21- it was a remainder that I owed and was already paying monthly from a promotional purchase made last year. I called on 9/28/24 spoke with Chris ID 91145842 and explained I was wrong to request an adjustment for 160.21 but my entire balance should be restored to "promotional" and not cut up like that and should NOT be charged interest. She agreed and "escalated to back office" saying it will take 3-5 business days. 9/30 called again spoke with Gina ID ********, not helpful but also said 3-5 bus days. 10/4/24 s/w Robert ID ******* and asked for a supervisor: was placed on hold for 52 minutes and then disconnected. I want an apology, and my account restored!

  Customer response

  10/09/2024

  Regarding my complaint ID******** filed on 10/4/24. The Bloomingdales credit card website lists the following address for correspondence. Also have not heard back yet and no adjustments were made to my account Bloomingdale's ******** ******* Card ** *** ***** ***** ***** ** **********

  Business response

  11/07/2024

  Please see the attached response letter (text below) that has been sent to the customer address on file. Thank you.

  November 6, 2024
  
  ***** ******
  ***** ******** *****
  ******* ****** ** *****
  
  RE: Better Business Bureau complaint #********
  Bloomingdale’s ******** ******* account ending in ****
  
  On Behalf of ******** N.A.:
  
  Contact Date with Customer: October 17, 2024
  
  Complaint Summary: The customer stated she purchased jewelry in the amount of $6,307.00 and it was
  placed on a 12-month special event plan. A previous purchase of $3,339.00 was returned resulting in two
  promo balances of $160.21 and $6,467.21. She called to remove the $160.21 and the agent agreed. Two
  days later she discovered the promotional balance changed to $3,128.21 and $160.21 had not been removed.
  She spoke to an agent and explained that she made a mistake requesting $160.21 to be removed but the
  entire account balance should be restored to a promotional balance only with no interest charges. A
  transaction was processed on October 9, 2024, moving $2,813.41 back to the promotional balance. She
  wants the promotional balance corrected with no interest due and a follow up. Customers desired settlement
  is a billing adjustment.
  
  Resolution: I made an outbound call to ###-###-#### on October 17, 2024, and spoke to the primary card
  holder. An apology was given to the customer. The customer confirmed to me the promotional balance
  was corrected. I advised the customer we will extend the special event plan from 12 months to 18 months
  for the previous billing issues she encountered. Additionally, $50.00 was rewarded in Bloomingdale’s
  Loyallist Rewards to ***** for frustration and inconvenience
  
  
  Sincerely,
  
  David M*****
  Bloomingdale's Executive Office
  ###-###-#### Ext: ******* Toll Free
  ###-###-#### Direct Line
  For TTY: We accept 711 or other Relay Service
  
  cc: BBB
  

  
  

   

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase at the store and was told I would receive a discount on my purchase if I opened a new credit card. The store associate even talked me into spending more telling me that I would receive a discount on my full transaction. I was shopping for my wedding jewelry and appreciated the discount. I opened the card and was told my discount would appear on my statement. Once I received my statement, the full discount was not there. I called and was told the discount was only up to a certain dollar amount and since my transaction exceeded that, I only got a partial discount. I explained that was not what I was told when I made the purchase but the representative did not care whatsoever. She said that I needed to pay the full balance and there was nothing she could do. I told her it didn’t seem fair to switch the terms on me but again she did not care. My wedding came it was a stressful time and then my husband got Covid. I was not able to be at home to get the statement and paid my balance one day late. I then was charged $30 late fee and $10.41 in interest for one day late. I called and the automated system reversed the late fee and then I spoke with someone about the interest. The person again was not caring in any way and said he could not reverse it due to “policy”. This has been a frustrating experience and no one at Macys seems to care about their customers

  Business response

  10/21/2024

  Responding to BBB complaint ID 22383392 (response letter attached, text below).

  
  October 21, 2024
  
  ******* *******
  ** *** ***
  ******* ** **********
  
  Re: Better Business Bureau Complaint # ********
  Macy’s account ending in ****
  
  Dear ******* *******:
  
  We are in receipt of the complaint you filed with the Better Business Bureau (BBB), which was forwarded
  to Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
  your concerns on behalf of ********, N. A. (CBNA).
  
  Please accept our apology for any inconvenience you may have experienced in this matter. As you are
  aware, Macy’s offers a new account discount to individuals who apply and are approved for a new Macy’s
  account. In that case, customers receive a 20% discount up to $100.00 off the purchases charged to the new
  Macy’s account the day it is opened and the next day. Information regarding the new account discount is
  provided to applicants on the materials given to customers at the store. This information includes the
  maximum discount amount of $100.00.
  
  Our review of your account found that you opened a Macy’s account during a special promotional period
  which ran from July 16, 2024, through July 23, 2024. You opened the account on the last day of the
  promotion. You were to receive a 30% discount, up to $100.00 off, the purchases charged to the new Macy’s
  account mentioned above. Any purchases made after the promotional period’s ending date of July 23, 2024,
  would receive a 20% discount, up to $100.00 off, unless you had already met the maximum allowable
  discount of $100.00 with the purchase made on the day the account was opened. Your account shows you
  received the 30% discount on the purchase made on July 23. 2024. The purchase was for $345.00 which
  earned a discount in the amount of $103.24. The purchase made on July 24, 2024, in the amount of $162.41
  earned a discount in the amount of $5.99. Even though the discount allotted amount of $100.00 was met
  with the July 23, 2024, purchase, you were issued an additional new account discount for the purchase made
  on July 24, 2024.
  
  Due to the misunderstanding regarding the new account discount policy, a $50.00 gift card will be mailed
  to your physical address listed on the above-mentioned account. Additionally, 5,000 points have been
  added to your rewards account which will expire on November 17, 2024 ($50.00 value), and interest in the
  amount of $12.31 has been credited to your account. Minimum interest in the amount of $2.00 posted to
  your account after your last payment was received. As of the date of this letter, your account has a credit
  balance in the amount of $10.31. We hope this matter has not jeopardized our relationship with you as a
  Macy’s account holder and customer.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be of
  assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  Susan P******
  Macy’s Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Services
  
  cc: Better Business Bureau
  

  
  

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