CONSEG

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and would like to make a correction to the order numberThere was a typo within the complaint filed and the first digit of the order number was left offThe correct order number is *** and the order was place online via the Off Saks Fifth website.
Sincerely,
*** ***

Tell us why here We understand that the customer has concerns in regards to order *** that was cancelled due to a system errorWe have extensively reviewed the order and found that two replacement orders were attempted by our contact center thereafter, but the customer cancelled both
of the ordersBecause the customer used more than one gift card to place the original order, our security department will be transferring the funds on to one card and mailing it to the customerOur security department will attempt to contact the customer to obtain a physical mailing addressBecause the customer provided the order with a postal box number, we want to ship the gift card by expedited services and need to obtain a physical address of where to send

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I actually had two of the handbags in my cart before deciding to only get oneIt lets you add multiples up tithe amount availableI could not add more than The item was available to meI purchased the products, but what the store is telling me is that they sent my order to some one elseThe website updates immediately when something is sold outThis has happened to me beforeI has an item in my cart and then I go to purchase and it says sold oldSomeone apparently beat me to that purchaseThis was not the case for this handbagI want the handbag I ordered in silver or the option to receive an upgraded model of a handbag you have in stock for a higher price due to the hassle and stress this has causedI have never had this happenWhen I have purchased shoes and got the last pair, it immediately updated that the item was sold outThe way you are explaining your system is not how it worksI would like the option to purchase a higher priced bag for the same price if I find one that is suitable and similar to what I purchasedIt is fraud to allow so one to purchase an item then tell me you cannot give it to me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I want to be very clearI sent back one pair (the pair sent from *** *** ** store) and should be refunded the full amount of the item once it is received in addition to the difference in cost between the 1.5" and the 0.9" hoopsI will keep my eyes peeled for the proper refund amounts back on my card. However, I did verify the price for the 0.9" hoops while on the phone with the customer service repI verbally gave her the style number from the listing on their websiteShe confirmed with me. Going forward, assuming all refunds are correctly issued to my card, I hope this complaint stays on file with the Revdex.com since this is, again, the second round of attempting to purchase said product from them(The first time was back in May, as I stated in my initial complaint.) This is terrible business practice
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I've not seen the refund yet Since I was required to reply in business days, I selected "reject" instead of "accept" I appreciate Saks's reply and am still waiting for the refund Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **

We understand our customer's concerns in regards to a refund for the Bond Noreturned with their online orderOur distribution center received the return of two items from the order however the Scent Of Peace bottle was returned scratched and appeared to be an older bottleFurther the
customer previously purchased the same scent on April *** and returned it to the store the next day to receive a creditThe customer did advise our office that the wrong item was received however two additional bottles of the same fragrance were purchased and returnedWe have determined that the correct item was shipped with the customer's order and because the item was not in saleable condition upon return, we are unable to issue a credit refund

We understand our customer's concerns in regards to an online order for a pair of Burberry kid's sneakersUpon receipt of the customer's concerns, we have extensively researched this matter in order to provide resolveUnfortunately the customer did not receive the correct pair of sneakers as per
the orderUpon contacting our office, we advised to return the sneakers for a full credit refundSaks online store is unable to offer an exchange or ship out another pair without having to place a new order in our systemA new order was placed and delivered with a free upgraded expedited shipping serviceAs of yet, we have not received the return of the original pair of sneakersThe customer can return them for a full credit refund and we have notated the order to waive the return shipping feeFrom our review, no shipping fees were charged at the time the orders were placedIf the customer would prefer to have Saks request a pick up, she would need only contact our office and refer back to order *** where it is notated to offer this service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[You do NOT have your facts correct I never tried to return merchandise to your store; I do NOT live in a city with a Saks I am guessing that you have NOT taken the time to read all the copious amounts of notes that would be in your customer service notes through *** which is where ALL my interactions have been Your staff have copies of my receipt that documents that the item was mailed to your distribution site in Tennessee As I explained, the receipt does NOT have a tracking number on it because it was printed out on the receipt You have no evidence that your distribution center didn't receive it You do have evidence that I mailed it to your address Is it possible someone at the distribution center didn't log it in? Maybe they restocked it by accident? This was the week of Christmas? Or took the merchandise? You don't know that someone on your end mishandled it All you know is that it isn't logged into your computer system You are holding your customer accountable for a system problem Neither you nor I know where the merchandise is We both know that it was mailed to you because we have evidence by way of the receipt You know that its not logged into the system Those are the only facts As a customer, who has shopped at Saks for years using my personal credit cards, through this experience you are losing me as a customer for ever You have lost all my fiends and acquaintances as shoppers, and you have blackened your name; Is it really worth it to you?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Hi, the merchant has approve the return but the refund has not yet on my accountHence I would like to wait till the credit is back to my account and I will accept the resolution.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
After further review, I have decided to agree to the resolution although they never gave me a call in regards to this matter and promised several times to and although they didn't answer my questions to my satisfaction

We understand that our customer has remaining concerns regarding our decision in regards to the online order for the sports coatOur office gathers pertinent information in order to provide our customers’ with a resolutionSaks understands that returns are important to our customers and we make every effort to process returns in a timely and accurate mannerIn accordance with our return policy, all items returned are inspectedUnfortunately the jacket that was received did not match with the original one ordered. Because our customer has advised that the re-shipment was not received, we have referred this matter to our risk management department*** records indicate that the package was delivered on July *, and signed for by the customerThe customer has expressed that the package was not received and we have requested that they investigate this matter further to determine if credit can be issuedThis process normally takes 24-business hoursShould they determine that a credit refund is warranted, the customer should see the credit within 3-business days

We understand that the customer has concerns regarding two
online ordersOrder *** and ***We have extensively researched both
orders to provide the customer with resolutionBoth orders were placed on
November ***Unfortunately the first order, *** was cancelled by
our
security department because they were unable to verify pertinent information
necessary to confirm the orderAll online orders are subject to Saks
verification policy and is done solely for the protection of our customers'
informationBecause we were unable to verify the order, the order was
cancelledWe would be happy to assist the customer in placing a new order for
either the same merchandise or comparable itemsThe second order, *** was
cancelled by the customerOn December ***, The customer did request to speak with
the security department, however because of security reasons, we are unable to
transfer customer calls directly to that department unless the customer has
expressed that they received a message to contact us backWe did express to
the customer that we would be happy to request that department contact him
directlyShould the customer want to place a new order with Saks online, we
extend an accommodation of free overnight delivery and 10% off the next
purchaseThe customer would need only reference back to the cancelled orders
to redeem this offer

We understand our customer has remaining concerns in regards to the cancelled online orderAfter careful review, the order was cancelled by our security departmentAll orders are subject to verification with security and this is done solely for the protection of our customersThe order was
placed on November **, and a gift card for $was used as a partial paymentWhenever an order is cancelled, the funds reserved are released usually within 24-business hoursWe did send a replacement gift card in January shipped to the address provided by the customer, however the customer moved and we do not ship gift cards overseasAdditionally, we cannot ship a gift card to a Saks store however, we would be happy to ship it to the address on the order or if the customer has a new residence in the U.S,, they can provide that information to our corporate relations manager *** Once received we will have to obtain an authorization from our security department to approve the new shipping address and the $gift card can be shipped

We understand our customer's concerns in regards to an issue with the shipping address provided for their online orderAfter careful review, we found the customer to have provided the necessary information for shipping and billingAlthough the customer did request a change with the shipping
address, an approval is necessary from our security department for these types of changesUnfortunately although the order was approved, it shipped before we were able to make the change and the order delivered to the address provided on the order. At this time, we are requesting that the customer be fully compensated with a refund for the purchase price of the order and this process takes approximately 3-business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] They want to give me a refund for the duvet cover onlyMy daughter received the pillow shams initially, opened them , threw away the packagingIf Saks Fifth Avenue will accept the used shams back and give me a full refund for both the duvet cover and the shams, then I'll accept that settlement. Their other option is to go online and find the duvet cover (Houzz) and ship itThis is my preferred settlementThey are the ones that messed up my order!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

IWe have performed additional research regarding this claim. Our records show that the E-Gift Card was sent to an email address that we have on file for our customer *** ***This email address has been used for several of *** ***’s orders dating back to 2013. I also reached out to the individual that redeemed the gift card for payment towards the Bugaboo stroller. She stated that the gift card was purchased using her PayPal account through a third-party website, and she provided the following URL as a reference: ***. She explained that this was a members buy/sell website and contacted the individual directly to complete the gift card transactionShe kept her receipt as proof and also has the seller's information. We will be in touch with her again because she has to search through her emails for the receipt but is sure that she can provide the name of the seller

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedAlthough there was no flexibility regarding the change of pick up location or time from Saks and I still needed to go minutes away to pick up the package, I was able to receive itI still disagree with Saks approach
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I was helped in finding a new pair of shoes and the adjustment was requestedI will consider the matter settled once my refund goes throughthank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We understand that our customer has remaining concerns in regards to a credit refund for a return not received at our distribution centerThe customer purchased two items on October *** tracking showed the package to be delivered on October *** however on the *** of October, the customer
advised she did not receive the package and we issued a credit refund the full purchase amount back to the customer’s credit cardThe customer then advised that the items were located and she was advised we would have to charge her backFurther the customer attempted to return the merchandise in a Saks store as the store actually charged her account backWe have confirmed no receipt of the merchandise being received at our distribution centerIf the customer used the pre-paid label we provided, then the tracking information would have been scanned at the post office where she left itUntil we are able to locate this package, we unfortunately will not be able to honor a refund for the items