Rhonda sent a message to Terry J. Lundgren- Chairman and Chief Executive Officer, Macys, Inc. – email address that said:
I am taking this approach to contact you based upon an expereince of telephone and credit customer service that is beyond the standards that I have ever experienced with the federated stores of Rich's, which is now Macys. This period of time I have been a loyal customer and had credit with the stores. I have been asking for a replacement card since June, As of today, Oct. 19 I am still requesting one. I have sent emails. I have been on hold, hung up on ( accidentally) too over the months to my chagrin. Today, I actually spoke to an individual. The company has my correct physical and mailing address, it has not changed in 11 years. I was told a card was sent to me last month - none was received. Today, I was told one was sent on Oct. 11... still not received. My patience is very thin at this juncture. I am no longer able to pay my account online. I am physically ill and unable to go to the store to make payment. I have paperless billing and cannot log on to make the payment. I realize there are security issues and I appreciate the measures being taken; however, in most cases, it does not take months to get a replacement credit card from any institution. I am simply stunned that this is customer credit relations acceptabiity.
I wish you well as you pass the baton of your postion to the next CEO and I do hope that this type of issue however small it appears is not more significant on a larger scale within the company. I have thought many times to just close the account and sell.