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We understand our customer's concerns with regards to the recent cancellation of their online order. All online orders are subject to verification with our security department. This policy is in place for the security of all customers. In understanding that the cancellation of an order is...

disappointing to a customer, our security team makes every effort in utilizing their verification tools to make sure the order confirms and ships. However, if they are unable to obtain pertinent information the order cancels. After carefully reviewing the customer's order, we do see that they are welcome to replace the order for same or comparable items. As for the gifts with purchase, those items are available during promotional events but are of limited supply. Once sold out, we no longer have them to send. The customer is welcome to place an order online for a beauty item and can locate one that offers a gift with purchase event attached. If the customer is unable to locate an event at this time that would offer the gift(s), they can reach out to our corporate relations manager [redacted] and we will try and locate similar gifts from our Saks stores in which to send. The customer would need only place a new order and provide the order number to proceed.

We understand that our customer has concerns in regards to the reshipment of the Christian Louboutin shoes that were returned to our facility. In understanding that returns are important to our customers, we make every effort to accept and refund for returned merchandise. However in accordance with...

our return policy, we are unable to accept merchandise that is not in saleable condition. Upon inspection the shoes were deemed to have been worn. There were toe prints in the shoes, the soles and heel taps of the shoes were worn very heavily and the leather insoles wrinkled from wear and tear. We would be happy to work with the customer in offering a repair or replacement of the heel taps and the customer can reach out to our corporate relations manager [redacted] to coordinate the return. Unfortunately we are unable to honor the customer’s request for a credit refund.

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.
Sincerely,
[redacted]

The weight was correct when these 2 shipments were sent to our customer. We will not be unblocking this client, and no other shipments will be sent to him from Saks 5th Avenue. Since our last response, his Insurance Company has called us to advise he has filed a claim on his Policy. This decision is final and he will be called to discuss this matter.

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]
Thank you so much [redacted]. Thanks to the saks business's reply.The detailed complaint all written in the pdf as an attachment.
 
 
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:

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]

We understand that many of our customers’ had been inconvenienced by the delay in credits being issued. We 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 escalation. We 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 $126.00. 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 delayed. We want to assure our customer under normal circumstances, a credit is processed within 5-7 business days.  Saks would like to extend our sincerest apologies to the customer for the delay. We are considering this matter resolved and the customer credited accordingly.Thank you.

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.Thank you Yvette and Revdex.com to help me fight back when I confront injustice. I wish every customer who encountered unfair shopping experience can get satisfaction from you. I wish every retailer who treated their customers as fools can get punished and vanished.  The saks fifth avenue explained all my questions as ’system error’ and push all the mistakes to technical team. This seems like a perfect idea to admit their fault without giving apologies to customer. Hope saks can reduce mistakes and never overcharge customers secretly again from now on. Hope saks can be better tomorrow. I would like to apply a lawyer if I had plenty of time. But you and Revdex.com solve my problem in such a convenient way. I really appreciate it. I ‘d like to share my experience to other customers if this can help. Thanks again. Sincerely 
Sincerely,
[redacted]

We understand that our customer has concerns in regards to the gift with purchase item that unfortunately did not accompany the online order. Upon advice from the customer that this had occurred, we reached out to our distribution center but unfortunately the gift that was sent, was not what...

the customer had requested. Gift with purchase items are available while supplies last. At this time, we no longer have the tote from promotion TOTE2 available,  we partnered with our Beverly Hills store who will put together their own gift and send it out to the customer. A tote will accompany this shipment and it should arrive shortly with a generous amount of samples included.

This complaint was put through  just before the issue was resolved.We have credited the customer $202.32 on August **,2015 for the full amount of the shoes. We apologize that this issue ever happened. We believe this to be a closed matter, but if the customer has any further questions, she...

could reach out to us again. We are sorry if our customer was inconvenienced.

We understand that our customer has remaining concerns in regards to purchasing the Kenzo sweatpants and sweater. After careful review, we have concluded that our website depicts the item as the Kenzo Baby’s & Toddler Girl’s Heathered Sweatpants and not as a set. In understanding that the website shows a complete set, the description of the item does not indicate the item to be sold as such. The sweater is still available for purchase in 3, 6, 9 and 12 month sizes. Our extended accommodation of 20% off the total purchase price remains in effect. To redeem this offer the customer can refer back to the online order number when placing the order for the sweater and we will issue the credit within 5-7 business days. This is our final resolution and we consider this matter to be resolved.

We understand our customer's frustration with regards to their credit refund. Unfortunately our system experienced an error while trying to return the funds back to the customer's Pay Pal account. At this time the only option to get the funds returned would be for the customer to contact our corporate relations manager [redacted] directly. They will need the customer's actual credit card number to apply the funds correctly. This can be done the same day upon receipt of this information. We will be happy to expedite this process and will await response from customer.

We understand our customer's concerns regarding not receiving their Saks online order. The customer has been fully refunded for the entire purchase price. An amount of $3,023.00 was returned to the Saks card on October [redacted] however two of the items were not included in this refund. The remaining two...

items which were a brush and parfum, were returned for a total of $216.50 on October [redacted] to the Saks card. One item from the order a 3/4 sleeve dress was cancelled from inventory so the customer was never charged. Saks has fully refunded the customer for all remaining items not received and we consider this matter resolved.

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 do not see a matter resolved at any point:1. I do not believe it is legal to set one price on the item and then charge a different amount. I have sent the scans to Saks and haven't heard a word about it. "We had a website mistake and that is why we charged you more" is not a sufficient explanation.2. Saks still holds my funds at paypal, although they ought to release them immediately when they fail to perform the order. (which I am starting a resolution about with paypal) 3. I have requested to talk to the Manager after I have talked to two other customers service associates with no success for over an hour. Customer service associates tried to convince me that the order was cancelled due to the decline of my card, which is in contradiction with the fact that they hold the funds of the second order on my paypal account and my bank still holds the pre-authorization for the first. Then they have tried to convince me that I haven't done the purchase with paypal.4. The Manager did offer me to honor the price after another hour talking to him and me mentioning that I will complain to Revdex.com and will post a negative review on my blog and in social media. 5. However, I was informed by the Manager that I need to pay the full price and the full shipping first hoping that they will compensate the difference. He was unwilling to leave any contacts so that I can get him accountable for what he has promised. That being said Saks is already holding around 220 euro of my money on paypal and some 200 euro are frozen on my bank account, which makes in total 420 euro held by the orders that Saks failed to deliver. 6. I have refused an offer as I do not trust that they will refund anything due to my previous experience of communication instead I have offered that the Manager can give me a promotional code or a gift card to cut the difference between original and at-the-time price. Manager refused, however, generating codes to fit ones needs is a basic function available on any online shop. 7. Few hours later the "sold out" bag showed as available. All to all, I have spent over a week in failed communication with Saks, have approx. 420 euro frozen on my account, didn't receive an order and not even an apology. [redacted], you name it, all have flawless and smooth customer service, there is not something but a lot to learn from.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Sofya Kalyakina

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:

[The online system and the distributions centers are all connected by monitoring software that consistently updates what merchandise you have in stock. You initially offer me a laughable 20% on my next purchase and then you offer me to find purchase prices for the item I wanted that are impossible to find. You offer me an impossible  compensation that is impossible because of the merchandise you have in stock. I should be given the handbag I purchased which your online and distributions centers had in stock when I ordered. You are not in any way trying to compensate me for the troubles caused. What if I did place the order for the two handbags I had in my cart, would those have been cancelled too? I am owed a Michael kors handbag of equal or higher value because of your errors. You made errors, not the customer. The right compensation would be to give me a bag of higher value with similar features and colors that I find acceptable. Instead, you offer a joke of 20% of then another offer that is impossible to deliver. Resolution of this issue was entirely a joke and your customers reviewing this will agree and hopefully not attempt your FAKE sales again.]The online system and the distributions centers are all connected by monitoring software that consistently updates what merchandise you have in stock. You initially offer me a laughable 20% on my next purchase and then you offer me to find purchase prices for the item I wanted that are impossible to find. You offer me an impossible  compensation that is impossible because of the merchandise you have in stock. I should be given the handbag I purchased which your online and distributions centers had in stock when I ordered. You are not in any way trying to compensate me for the troubles caused. What if I did place the order for the two handbags I had in my cart, would those have been cancelled too? I am owed a Michael kors handbag of equal or higher value because of your errors. You made errors, not the customer. The right compensation would be to give me a bag of higher value with similar features and colors that I find acceptable. Instead, you offer a joke of 20% of then another offer that is impossible to deliver. Resolution of this issue was entirely a joke and your customers reviewing this will agree and hopefully not attempt your FAKE sales again.     In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

4/**/2015Dear Sirs:We understand our customer’s concerns in regards to the Off 5th order [redacted]. We have extensively researched this matter together with our senior level management at our distribution center. Unfortunately they were unable to locate the return of the customer’s package. As a...

result of their findings, a credit refund in the amount of $180.00 has been credited back to the customer today April [redacted]. We ask the customer to allow 5-7 business days for the credit to reflect in their available balance. Thank you.

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:

Business Name: Saks Off 5th Avenue The company sent email to me said that  they can only offer me 10% off on your next online purchase. I can't accept. They  sent  the wrong color of my bag to me .Because I am in [redacted] now , I can not return the package. But this is the result of their careless work, they should make compensation for me. I need a partial refund.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand the customer has concerns in regards to a possible repair of the Marc Jacob cross body bag from online order [redacted]. The customer returned the bag in April 2016 because they had experienced some issues. Our distribution center did receive the item and unfortunately we were...

unable to honor a credit refund since the merchandise did not meet our return criteria. We did however offer the customer a possible repair and it was agreed upon that we would request the distribution center contact the vendor. The vendor agreed to repair of the handbag on May **, 2016. Although our customer was given a timeframe of up to 10 weeks, vendors vary on how long a repair will take to complete. At this time, our distribution center has reached out to the vendor to see if there is an estimated time frame. Since they did not get the bag for repair until mid-May, it may take several more weeks to complete. Once we have received notification from the vendor, we will contact the customer by email of our findings.

We understand that the customer has concerns regarding Saks online order [redacted] for the Gucci Wallet. We have extensively researched this matter to offer resolve for the customer. Working together with our senior level management at our distribution center, they have confirmed that all remaining...

inventory of this wallet was thoroughly checked for authenticity. Every wallet that the distribution center had received directly from Gucci, was still in stock with the exception of the one that the customer had purchased and returned. Further, there were no other sales or returns of this wallet until the customer had place the order on November [redacted]. Based on the information gathered, the wallet that was shipped to the customer came directly from Gucci. Therefore, we stand by our findings and our final conclusion regarding this matter is that we unfortunately will not be able to honor the customer's request for a credit refund.

There were 6 different orders which were delivered on 4/*/16, 4/*/16, 4/*/16, 4/*/16, 4/*/16, 4/*/16. Total Claim – $10,146.50All orders were delivered to the address listed on the orders, and were placed using customer’s user ID and password. Further research shows that one of the orders were...

exchanged in our customer’s local Saks Fifth Avenue store on 04/**/2016 for  two YSL handbags totaling $2*15.00.  A credit of $5**.30 was issued to an EMC (store gift card). A driver’s license was presented and recorded for the return. The return receipt shows that the saks.com invoice was present during the time of the transaction. The exchange was later returned in the same location on 05/**/2016, and the same EMC was reloaded. On the same day, our customer opened a Saks account and purchased a Chanel handbag. She also used the EMC to cover the payment.  Notes on the account state that she called back on 05/**/2016 to inquire about the 10% off / First Day discount.  Our customer advised us she never received these orders but said there were hundreds of robberies in her area within the last few months. [redacted] has released her dispute as not fraud and the customer will not be credited by Saks for these shipments. With this information, we believe that the orders are not fraud and were received by the customer.