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Tell us why here We understand the concerns of our customer and have extensively reviewed this matter in order to provide an accurate resolveThe customer purchased two items one of which was a Burberry scarfThe website is indicating this item to be a pre- orderFor all promotional events, we do provide details of any merchandise that may be excludedBy clicking on the details link of the banner, Burberry is an excluded designer and further, pre-ordered items are also excludedThe customer was not charged at this time for the scarf until we can confirm it will be back in stock and ready for shipmentBased on our findings, we are unable to honor our customers' request to honor the SPENDMORE promotion

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [This response is unsatisfactoryI have a Saks [redacted] and if someone reviewed my records appropriately they would see that my billing and shipping were differentI only received one letter to which I was shockedI do not live at my billing address, I live at my shipping addressAs stated previously, there was no phone call or effort on your part to get in touch with me in a humanistic mannerI have been a very good customer and so has my family for many yearsI should not have to divulge this information but I was diagnosed with [redacted] for which I had extensive surgeryEverything fit differentlyShoes would sometimes fit depending on the swelling or notClothes would fit in some sizes, not in othersI own a business myself and I cannot even imagine treating anyone in this mannerIt is dehumanizing, it places blame on the shopper, and it is an ARBITRARY RETURN POLICYI am quite sure that if [redacted] had a high return rate, you certainly would not ban her from online shopping and from returnsHow is this decision made exactly...is there a statistical analysis done so that it is finite and not arbitrary....I have looked through your policies and there is no explanation as to whom this rule applies, how, why, and what is deemed excessiveI think the worst part is that I did not realize what I was doing was something that could create such an outcome at a store that I used to loveI wrote a letter of apology and tried to explain but I received another letter (to my shipping address where I received it) which was curt, dismissive and without any empathyI certainly hope that no one in anyone's family in the Saks Fifth Avenue Executive Office ever experiences [redacted] and its unforeseen side effects as going thru what I did and coming out the other side is bad enoughYou dust yourself off and move on knowing that things may be different but that does not mean bad....so if shopping becomes more problematic as your body is out of sorts you deal with it the best that you can, certainly not expecting such inhuman actions on the part of a department storeI am an attorney and also sat on the Dana Farber Board where they have done many fashion shows with youIs this the actual message that you want to send? As stated, I apologized when I realized that I was truly banned from shopping, I feel insane even writing this as I type, as I was truly unaware as I only received one letter.....my hopes were that since this seems rectifiable, I could shop and return just like everyone else, clearly knowing that you have an "excessive" return policy***As for the one time courtesy return, I had purchased those items at a store that did not have the shoes to try on, I had no idea that I had to keep them even if they both did not fit as a result on my online shopping ban as no one mentioned that to me in the store and how would I have possibly known how outrageous this all had becomeI am not looking to create a problem, I would just like the courtesy of being treated more fairly, especially since I am clearly aware of your expectations] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Hello the last time I contacted them they told me they refunded me on the [redacted] of April I see something is fishy and not right this company is not reliable and not trustworthy In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We understand our customer has concerns regarding a price adjustment for the Phillip Lim sweater from order [redacted] Our records indicate the customer contact our office regarding the sweater being further reduced to $A credit refund of $was processed on January *, and the customer can expect to see the credit within 3-business days

We understand our customer has remaining concerns in regards to her online orders and credit for a price adjustmentThe customer purchased a duplicate dress and requested that we honor the sale price from the first orderThe customer returned one of the dresses and was credited $on November ***The remaining credit that has caused concern is the price difference to honor the sale priceWe have requested $to be applied back to the customer’s credit card along with the $for the return shipping feeThe funds will be credited within 3-business days

We understand that many of our customers’ had been inconvenienced by the delay in credits being issuedWe acknowledge this missed opportunity, however a higher than usual volume had to be processed which caused the delays.Because so many customers’ were inconvenienced, it would not be a practical business decision to offer an accommodation for each and every escalationWe will tweak our response in letting the customer know this is our final response back to her.We understand that our customer has remaining concerns regarding the timing of a credit refund for order [redacted] Saks acknowledges there was a delay in the issuance of the customer’s credit for $When the customer contacted us initially, our associates requested the credit for the price adjustment, however because our team experienced a higher than usual volume of credits to be processed, many of our customers’ were affected and credits delayedWe want to assure our customer under circumstances, a credit is processed within 5-business days Saks would like to extend our sincerest apologies to the customer for the delayWe are considering this matter resolved and the customer credited accordingly.Thank you

We understand that the customer has concerns in regards to returning the Moon Boots purchased with order [redacted] We have reviewed the order details to provide resolution for our customerOn February ***, the purchase was made for the deer color in the size which is equivalent of size We found no further orders placed thereafter for a size eight which would be a The reviews for this product do indicate to order one size larger than what a customer would normally wear, however the customer did order the size according to the order notationsIf the customer would like to return the size shoes in saleable condition, we will accept them back as a onetime courtesyCurrently the size (8) shoes are still available in the deer color and the customer is welcomed to place a new order with Saks online

Tell us why hereWe understand the customer has additional concerns regarding the online order [redacted] We have further researched the issues that are still causing our customer great concernOur policy for verifying online orders is done solely for the protection of the customerOrders are never intentionally cancelled unless we are unable to verify pertinent information which is necessaryWhile we understand this has been frustrating for ourcustomer, we have acknowledged the inconvenience this matter has causedAll information has since been updated on the customer's profileOur previous accommodation is still extended for the next purchase onlineIn addition, we have reached out to our Saks store partners to obtain the gift with purchase items that the customer lost when the order was cancelledAll efforts are being made to locate these itemsShould our efforts be successful, we will have them shipped immediately to the customer

I appreciate thatPlease note my purchase was made via gift cardThank youRevdex.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 and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: While we are waiting for Saks to do the investigation, it is very simple to input the [redacted] tracking number or even call [redacted] which will clearly tell everybody it was lost Still waiting for the refund from Saks Thanks! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 and the matter has been resolved, however I never received a phone call or email today or prior to today, from a Saks Fifth AverepresentativeIf I do in fact receive the gift card for the promotional balance of 450$ that Saks fifth avenue has promised in the response to Revdex.com then I have no issue resolving the complaint Sincerely, [redacted]

Response to Revdex.com # [redacted] Dear Sirs: We understand our customer’s concerns with regards to the return of the Vanchetta SandalsWe have extensively researched this matterOur records indicate that the customer was credited for the return of the sandals in the natural color in the amount of $The credit was issued back to the [redacted] account on July **, 2015.Thank you

Tell us why hereWe understand that the customer has remaining concerns in regards to the receipt of a pair of sunglasses from Saks.comWe have thoroughly reviewed the issues that caused our customer concernAn accommodation was extended to the customer to offset the cost in which to return the sunglasses from overseasAs a onetime courtesy, $was credited back to the customer's [redacted] on June ***In addition, we have also mailed a $Gift Card on June [redacted] which will be shipped to the address on the orderThis process normally takes 7-business days and is delivered by the ***Our policy for return credit for the item is to receive it back at our distribution center and process the returnWe have extended an accommodation to the customer to credit refund for the sunglasses prior to receiptThe customer should see the credit back to the card within 5-business daysThis is our final resolve based on our review of this matter

Tell us why hereWe understand that our customer has continued concerns in regards to the return of the [redacted] studded boots purchased with Saks.comIn understanding that returns are important to our customers, we will gladly accept returned merchandise that is in saleable condition or deemed defectiveWhen the customer contacted us in November to advise that the studs were coming off the boot, we requested the item to be returned for inspectionAfter careful consideration of this matter and upon an extensive inspection, our return specialists found no defect with the boot but rather wear and tearOur policy would be to return the merchandise back to our customer Once the boots were returned, the customer contacted our office to discuss our decisionWe did request additional information and after an extensive review, determined that no defect exists and the issue stems from wear and tearWe are unable to honor our customer’s request for a credit refund and consider this matter resolved

We sincerely apologize for any inconvenience this matter has caused our customerAfter review of both order numbers [redacted] & [redacted] we found both items listed to be shipping from a Saks storeWithin the customer’s checkout, the following disclaimer was shown- This item ships Standard Delivery from a store and may incur slight delaysDue to limited inventory, there is a chance we may not be able to locate and ship your itemIf this occurs, you will be notified within days and will not be charged.Upon placement of both orders, a pre-authorization of $(both orders being $each), was placed onto the customers method of paymentAs both orders were canceled & due to no inventory, any pending charges will not post on behalf of Saks Off 5th and will be released to the customer by their bank from anywhere between hrsup to business days.Unfortunately, there is a wait time to speak to a supervisor, but we have decreased this time by providing our customers with callback options from management [redacted] Management submitted a request to the BMW credit services on Please be advised the release form advises the bank of cancellation, and this processes is not guaranteedWe offer this route as an option to assist our customers in having their funds released sooner however, it will still be up to the customer’s bank to do suchAgain, we apologize for any troubles

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I believe that Saks is not telling the truthI contacted Saks office in November and told them that I received a navy dress not a navy blouseAlso 30-day return policy does not apply when Saks shipsout a wrong itemI got a legal right to terminate the contract when the other party do not comply the contract e.gshipping out a wrong itemSaks never showed me a favor regarding Saks’ return policy.Also, Saks is the one who changed the tagI expected to receive the item with the Theory brand tag on it, but Saks took the Theory brand tag away and put Saks tag insteadSaks also made a hole while changing the tagThe tag that I received with the dress is an authentic Saks tag and Saks is the only one who can make and put that tag on itBut Saks claims that I forged the Saks tag somehow and put that tag on the dressThat claim is even asserting Sincerely, [redacted] ***

Dear Sir, We understand our customer has remaining concerns although they spoke with our corporate relations manager, in regards to the tracking information for delivery of the gift cardThe [redacted] tracking number [redacted] was delivered to the address the customer confirmed on Tuesday, June *** at 1:pm and signed by [redacted] ***We consider this matter to be fully resolved

We understand that our customer has concerns in regards to the delivery of their online order [redacted] We are extensively researching this matter to provide resolution for our customerAn online order was placed with [redacted] on November ***On November [redacted] we received a phone call from the customer stating that the package had not yet been deliveredOur records indicate that [redacted] tracking [redacted] was delivered to the shipping address provided with the order on November [redacted] at 9:am local timeSince the expressed non-receipt of the package, we have referred this matter to our security department who will begin an investigationThis process can take several days to completeIf we are unable to locate the package a credit refund may be applied back to the customer’s credit cardIf the customer is fully credited for the purchase, a new order would have to be placed if the items are still neededOur office will also conduct a review of the customer’s phone call to address the issues we have been advised of and we will be sure to appropriately take action from our end to avoid this from happening againThe customer would need to allow 3-business days for the investigation to be completed

After researching this in full we can see why the customer is so frustrated in the handling of canceled ordersShe tried to place the order several times and declined each time due to her email being on fraud list she also made several attempts to resolve this through our Call Center and was not successful in resolving the problem The fraud deptdid call our customer on Sept [redacted] and told her she could place an new orderThey do not see where another attempt was made after that They did determine what happened and found that an apt address dating back to April is how this customer linked to fraud activity Previous address: [redacted] This customer is able to place orders going forward without being declined We apologize to our customer for her experience

We understand that our customer has concerns in regards to the delivery of their [redacted] orderOur office has extensively reviewed this matter to provide a timely and accurate resolveUnfortunately we are unable to request a delivery to a [redacted] station due to our contractual agreement with this companyHowever, it is always at the discretion of the [redacted] driver if they will leave the package at the doorIf the driver does not leave the package, they will make three attempts in which to deliverAfter the third attempt, the package will be returned to the station and held for approximately days at which time the customer can retrieve the package during their business hours showing a government issued IDWe assure the customer that any missed opportunities from our end will be addressed and apologize for any inconvenience experienced during the conversations with our online teamAccording to the [redacted] tracking information, the customer should be receiving two deliveries on Wednesday, November [redacted] which contain all the items purchased from the online order