When Rosalind Alexander placed her late mother’s beloved fur coat in Macy’s fur vault, she believed it would be safe—preserved and protected in a temperature-controlled environment. For years, she paid the storage fee with peace of mind. But when she went to visit the coat in 2025, it had vanished—along with the entire vault.

 

What followed was a painful journey of confusion, frustration, and finally, resolution. And it’s a story with a powerful reminder: sometimes, getting answers from a big company requires more than just polite persistence—it takes an advocate.

 

The Disappearing Vault: A Legacy Lost?

To those who knew Winifred “Winnie” Alexander, she was nothing short of royalty. “I called her the first African-American princess,” her daughter Rosalind said, recalling her mother’s fierce spirit and unwavering determination. Winnie had always dreamed of owning a fur coat—and when she finally got it, it became more than a luxury item. It was a symbol of her personality, her history, and her pride.

 

After Winnie passed, Rosalind placed the fur coat in Macy’s Atlanta fur vault for safekeeping. The department store offered climate-controlled storage, a niche but trusted service for customers who wanted to preserve furs properly over time.

 

 

For years, Rosalind visited the vault periodically, wrapping her arms around the coat in moments of nostalgia. “It was kind of like hugging her,” she shared.

 

But when she tried to do that recently, the vault was gone. Not just locked or closed for the day—gone. No notice, no records in the store, and no clear answer from Macy’s staff.

 

Fur-Free Policy, Forgotten Customers

So what happened? In 2019, Macy’s publicly announced a shift in corporate policy: it would no longer sell fur or support fur-related services, joining a growing number of retailers aligning with animal rights movements and evolving consumer values. (Source)

 

But in making the transition, some customers—like Rosalind—were left in the dark.

 

TrustDALE’s investigative team traced the coat's journey. It turned out that Macy’s had quietly transferred all stored furs to a third-party vault in New Jersey following the policy change. No clear notifications, no personal outreach—just a logistical handoff buried in corporate operations.

 

After Dale Cardwell’s team stepped in, Rosalind received a call the very next day. The vault in New Jersey had her mother’s coat and asked where to send it. Within days, Winnie’s cherished fur was back home in Atlanta.

 

The Bigger Issue: When Companies Go Silent

It’s easy to assume that big brands with longstanding reputations will always take care of their customers. But in reality, corporate transitions—whether they’re driven by ethics, economics, or evolving market demands—can create gaps in communication and accountability.

 

And it’s in those gaps where consumers can fall through.

 

Rosalind did everything right. She paid her fees, trusted the service, and expected transparency. But when the system failed her, she needed more than a customer service hotline. She needed someone who knew how to dig, who understood the mechanisms behind large retailers, and who wouldn’t stop until she got answers.

 

Takeaways for Today’s Consumers:

  • Don’t assume your stored or contracted items are automatically protected during policy changes. If a business makes a major shift—like Macy’s did when it went fur-free—follow up to ensure your agreements are still honored.
  • Keep documentation. Annual receipts, emails, or even a simple paper trail can help you hold companies accountable if services change.
  • When you hit a wall, turn to consumer advocacy experts. Investigators like Dale Cardwell and his team can help you navigate the red tape when big companies stop responding.

Have you checked recently on valuables you’ve entrusted to long-term services? It may be time to revisit those agreements—before something goes missing.

 

Conclusion: Advocacy Makes the Difference

Rosalind’s story could’ve ended with heartbreak and a permanently lost heirloom. Instead, it’s a reminder that consumers still have power—especially when they partner with people who know how to ask the right questions and demand the right answers.

 

If you're facing a similar situation—whether it’s missing property, unresponsive businesses, or confusing contract changes—don’t navigate it alone.

 

Visit TrustDALE.com to connect with certified experts who can help you resolve your consumer issues—and protect what matters most.

 

Because no one should feel helpless when something valuable goes missing.