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We understand that our customer has concerns in regards to the placement of Saks.com order [redacted]. We have extensively reviewed the issues that have caused concern. Unfortunately we were unable to obtain an authorization from the initial credit card provided when placing the order. Our office...

emailed the customer and asked for a new method of payment to be provided. All online orders are subject to subject to verification by our security department. This is done for the protection of our customers’ information. Our records indicate that we were unable to verify the billing information provided and the order has cancelled. The merchandise is still available at this time and the customer can contact our office to place a new order. We will be happy to extend the promotion code MARCH** for the new order and it will be notated on order [redacted]. The customer need only refer back to this order when speaking to one of our associates.

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:

 I NEVER AGREED TO ANYTHING, THEY ARE LYING AND I WILL NOT STAND FOR THIS ANYMORE. IF I TOOK FULL RESPONSIBILITY, PLEASE HAVE THEM PROVIDE THEIR RECORDING SINCE THEY RECORD ALL THEIR CALLS OR HAVE THEM SEND ME IN WRITING THAT I FULLY AGREED TO THIS. I HAVE NOT AND WILL NEVER AGREE TO ANYTHING LIKE THIS. THIS PLACE DOES NOTHING BUT LIE AND MAKE YOU PAY FOR ST THAT YOU NEVER GOT AND THEN ON TOP OF IT, THEY LIKE TO RUIN YOUR CREDIT SCORE BY REPORTING YOU LATE WHEN YOU MADE THE PAYMENT THAT MONTH. I DISPUTED THIS IN JANUARY FOR 60 DAYS, AS WHAT THEY TOLD ME, AND THEN TIFFANY DISPUTED THIS AGAIN FOR ME AND SHE TOLD ME SPECIFICALLY AND 5 OTHER PEOPLE WHEN I AM IN DISPUTE, THEY DONT REPORT LATE!!!! OR TO THE BUREUAS! I QUESTIONED THEM ON THIS A MILLION TIMES, I AM SURE YOU CAN HEAR THOSE RECORDINGS AS WELL. I WILL NEVER AGREE TO BEING LATE IN A MONTH THAT I PAID. I MADE MY PAYMENT ON APRIL 30TH, IN APRIL, AND MY PAYMENT WAS DUE APRIL [redacted] OR SOEMTHIGN AROUND THAT DATE.. I WAS 6 DAYS LATE, NOT ONE MONTH LATE, OR I WAS NOT EVEN IN THE MONTH OF MAY. I NEED THIS TAKEN OFF IMMEDIATELY, AS I WILL NOT NEVER STAND FOR THIS KIND OF BEHAVIOR. I HAVE HAD IT WITH THIS COMPANY, I SERIOUSLY HAVE. DONT PUT WORDS INTO MY MOUTH THAT I NEVER SPOKE, IS WHAT THEY NEED TO KNOW. I HAVE NEVER AGREED ON THIS AND IF YOU SAY I DID, PLEASE SEND PROOF. IF YOU WANT PROOF OF MY APRIL PAYMENT BEING PAID IN APRIL, AND IF A PAYMENT IS PAID IN THE SAME MONTH, YOU ARE NOT SUPPOSED TO REPORT THIS. I WILL SEND MY PROOF OVER. NO PROBLE., BUT THIS REPSONCE IS ST AND TAKE THE LATE OFF ASAP.!!!!!!!!  SEE ATTACHMENT FOR PROOF APRIL WAS PAID IN APRIL.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand our customer's concerns regarding their online order. Our records indicate that both items from the order were delivered. Although they were delivered as two separate packages, the sunglasses were delivered on December [redacted] and left at the back door. The messenger bag delivered on the...

[redacted] left in the same area. We ask the customer to please check the perimeters of their home, with neighbors, friends and relatives who may have taken the packages into a safe area for them. An investigation has been opened with our security department to determine if the packages can be located. They do have 7-10 business days to respond with their findings. The customer can contact us within the next 5 business days to receive any updated information provided.

Tell us why here... We understand that our customer has concerns regarding receipt of the [redacted] satchel in the wrong color. We have extensively researched this matter. Our records indicate the customer ordered the satchel in the magnolia color and received the Acero. We understand that this...

issue can be both frustration and disappointing. Saks Fifth Avenue wants our customers to be happy with their purchases. We will gladly accept the return for further inspection. Because the customer made the decision to ship the package overseas, we understand that there are additional costs involved. An accommodation is extended in the form of a $40.00 credit to offset some of the cost. If the customer would like to keep the satchel, we will extend a 20% credit which will be returned to the credit card within 3-7 business days. The customer would need only contact our office and refer back to the order number [redacted] to redeem this offer.

We understand our customer has concerns in regards to the purchase of the Kenzo sweatpants purchased with online order [redacted]. After careful review of this matter, the item purchased was depicted on our website as a pair of baby and toddler Kenzo sweatpants. Although the picture shows the...

pants coupled with a sweater, the description of the item indicates that only the pants were for purchase with the item number you provided. The website will often show an item coupled with another piece to give the customer a visual of how the matching pieces will look. In scrolling down the description page, the Kenzo matching sweater can be purchased to complete the set but it is a separate item and must be purchased separately.  We currently have the sweatshirt available in 3, 6, 9 and 12 month sizes. In understanding the customer’s frustration with multiple calls to our office and no definitive answer given, we would be happy to assist the customer with placing a new order for the sweatshirt and extending a 20% discount off the purchase price of $94.00. The customer would need only contact our office and refer back to the original order where this accommodation can be referenced.

We understand that our customer has concerns in regards to the promotional gift card balance for order [redacted]. We have extensively reviewed the order details in order to offer resolution for the customer. The customer placed the order totaling $2,012.00 on February [redacted] which qualified for our...

Feb2016 promotional gift card of $600.00.  All items were shipped in two different packages due to the number of items the customer purchased. We were advised upon receipt that the Shishedo Concentrate was not received and the box was empty. Further, the Laura Mercier Face Colour was received damaged. This is an unfortunate mishap on our end and has been addressed with the appropriate department. When items are not received or returned, the terms and conditions of the promotion state that the gift card amount will be reduced because it no longer qualifies based on the purchase price. The customer was credited $125.00 on March [redacted] and $34.00 on March [redacted]. The gift card received was reduced to $200.00. We have extended an accommodation to reinstate the $400.00 to the gift card if the customer places a new order and it is retained. The customer was advised of this by phone on March [redacted] and our office is still valid. A new order can be placed by contacting our office by live chat link or phone and referring back to order [redacted].

We understand that the customer has concerns in regards to the
online order [redacted]. We have extensively reviewed this matter to determine a
resolution for our customer. The customer contacted our office to advise that
there was an issue with the items purchased.  The customer expressed...

that
she did not want to return but wanted a discount. We did honor the price
adjustment for the customer. Our office was then contacted regarding an additional
$23.00 price adjustment. Since the customer ordered the shams in a quantity of
two, the adjustment was only honored on one of those items. We had requested
the additional $23.00 to be credited to the customer. This was processed on
December [redacted] and will be placed back on to the [redacted] in 3-5
business days.

We understand that our customer has remaining concerns regarding the return of the Christian Louboutin shoes. Based on our findings, we have found that the shoes have been worn excessively and under the terms of our return policy, we are unable to accept merchandise returned that is not in saleable condition. If the customer has specifics to advise us of in regards to receiving the shoes damaged, she can reach out to our corporate relations manager [redacted] with details. We would then be able to advise if a possible repair can be offered based on the actual issue.

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 called and the item is NOT available. I have spent hours on the phone with customer service and even stores as they suggested me calling them, but even getting a sales representative to answer the phone takes about an hour and then I find out that they don't even have the shoe. I am so disappointed in the service that I have received and upset that I have wasted so much time trying to get a shoe which I should have gotten. What can you do to fix this?
 
 
 
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:

I'm confused by the response and credit Saks provided.  The purse in question was purchased for $248.85 plus $14.93 tax for a total of $263.78.  I used a $25 gift card and my credit card was charged $238.78 for the remainder due. The purse was purchased on 7/*/15 using an 10% ebates discount and an additional 10% discount that Saks had offered on that date.  The bag was returned to Saks and the tracking notes it was received by them on [redacted].  So I'm confused by Saks statement "Because the customer had been inconvenienced we extended an accommodation in the form of 15% discount and $52.76 was credited back to the customer on July *, 2015." I don't recall being credited $52.76 for any inconvenience?  Also, how was the "current price" of the purse derived when its no longer available for purchase?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 Because the customer had been inconvenienced we extended an accommodation in the form of 15% discount and $52.76 was credited back to the customer on July *, 2015.

Dear Sir, We thank the customer for their continued patience as we worked to resolve this matter. We have been advised that the $44.78 was transferred from the gift card to the Visa card associated with the PayPal account on February [redacted]. If the customer does not see the credit on their card,...

they will need to contact the bank or credit card company for further advice.  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:

[Your Answer Here]
 The response from the merchant contains majorly two parts:1. They would like to schedule a Fedex pickup for the referenced merchandise, which sounds reasonable to me.2. The compensation they offered, however, is not acceptable from, at least, two perspectives: (1) The compensation they offered itself is not comparable to the damage that this shirt has done to me. I have attached three photos for detailed damages. How, on earth, should a shirt like this have been delivered to a customer? What kind of quality control does Saks use to ensure the quality? Given such experience, I am, to be honest, more than hesitant to make any other purchase from Saks Fifth Ave. (2) The discount Saks offered is too vague: they mentioned a "comparable" item, but what does "comparable" even mean in this case? Moreover, they said "The customer would need only refer back to the order [redacted] to redeem this offer". But it's still unclear how one is able to redeem this offer. By phone? By e-mail? I thus, as a conclusion, would like to reject the response.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs,
We understand the customer has concerns in regards to the cancellation of her online order. Saks Fifth Avenue is committed to customer satisfaction and our office has extensively reviewed this matter to offer resolution. The customer placed her order on August [redacted]. All online orders are...

subject to verification with our security department. This is done solely for the protection of our customers. Unfortunately our team was unable to verify the information provided and the order was cancelled. The customer is welcomed to place a new order for the same or comparable items if available. The gift with purchase promotions that we do offer on the website are while supplies last. Unfortunately this particular gift is no longer available however if the customer would like to reorder beauty products with Saks, we will be happy to extend an accommodation of 20% off the purchase price. To redeem this offer, the customer may contact our corporate relations advocate [redacted] with the order number and the credit will be applied back to the credit card within 3-5 business days.
Thank you,
Iris Scott-Duns
Saks Fifth Avenue
Corporate Customer Relations [redacted]
T [redacted]
Tie line [redacted]
F [redacted]

We understand that our customer is concerned regarding a fee that was charged by DHL for duties  in the amount of 365.98 CAD. After careful review of the order, Saks Fifth Avenue did not apply a charge for the duties however we did request that this amount be compensated for and...

returned back to the credit card as an accommodation. The credit was approved today and the customer should see it within the next 3-5 business days.

We understand the customer’s concerns in regards to receiving two separate orders for the same item. Our research confirmed that two orders were placed incorrectly and the customer was shipped the same item twice. To make sure we properly credit the customer, we need for her to contact our...

corporate relations manager [redacted] and provide information as to which order she returned back to our facility. Once we have that information, the credit refund will be processed within 3-5 business days.

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]

Tell us why here...  We understand that our customer has remaining concerns in regards to the promotional gift card issued with online order [redacted]. The customer advised that two items were received damaged while another two were never received. Upon conclusion of our investigation, credits...

were issued back accordingly. Our gift card promotions are based on a tier system dependent upon the total amount of the order before tax. Initially the order was over $2,000 but after credits were applied, reduced the amount to $1,921.57. The order no longer qualified for the $450 gift card  and was reduced to $150.00. In reviewing additional notations on the order, the customer did place a new order totaling $169.28 to replace the items per our request. Based on our findings, we are extending an accommodation to increase the amount of the card to $450.00. The customer will need to allow 3-5 business days for the funds to be placed back on to the gift card.

We understand that the customer has concerns regarding the promotional gift card received with order [redacted] on December **, 2015. After careful consideration, the gift card was increased from $100.00 to $450.00 on January **, 2016. The customer has been accommodated with the increase and is...

welcomed to use the gift card on their next purchase.

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 card. The [redacted] tracking number [redacted] was delivered to the address the customer confirmed on Tuesday, June [redacted] at 1:49 pm and signed by [redacted]. We consider this matter to be fully resolved.

Our customer placed an order on 9/*/15 and when he received the box, he said it was empty and was missing the 2 pair of shoes. He was credited $1,378. He was advised we could no longer ship to him.He ordered 2 more pair of shoes on 9/**/15 and said he received an empty box again and was credited...

$2,061.70. The weight was correct when both of the shipments were sent and he said the boxes were not tampered with yet were both empty. He has been blocked from on-line shopping and must shop in the stores and take the merchandise he purchases with him.