CONSEG

2/**/2016 Dear Sirs,Our goal is to provide exemplary service every time we have the privilege of assisting our clients; we firmly believe that it is not acceptable for adherence to policy to be managed in such a way as to make our client feel his concerns are not being considered.  However, [redacted] claims she was not given an opportunity to learn about our policy or an opportunity to avail herself of lowering her return rate.  Our records show we had previously sent her a letter in May 2015, and in December 2015, we again advised [redacted] we could not remove her name from our Return Management system.We sincerely apologize this has inconvenienced [redacted], however our sales receipts state, “We recognize that returns are important to our customers.  To ensure a positive shopping experience to all of our customers, if we identify through electronic analysis an unreasonable return rate pattern, we may restrict or refuse future transactions from such customers at Saks Fifth Avenue or at saks.com”. Saks Fifth Avenue feels this decision was fair and will not rescind our decision.  We consider our response to the Revdex.com is accurate and timely.  At this time, we consider this matter closed and our decision final.Thank you.SincerelySaks Fifth Avenue

We understand our customer's concerns with regards to theSaks online orders. We have extensively reviewed the issues that have existedon these orders. The customer placed order [redacted] included in the order werethree blankets. The customer advised she did not receive the package. After...

ourinvestigation was completed, we were unable to locate the package and issued acredit refund of $102.06 back to the [redacted] card on July [redacted]. Thecustomer placed a new order for the blankets, order [redacted]. To be certainthat we matched the pricing, a credit of $26.13 was returned to the [redacted]
[redacted] account on June [redacted]. The most recent order, [redacted] was to beadjusted by 10% with a promotion code [redacted]. That credit unfortunately wasstill in progress. We have requested the credit be expedited back to thecustomer's card and should reflect within 3-5 business days. From notations onthe order, the customer advised that the package was received but that theremay have been damage to some of the items. The customer can return those itemsback to us for a credit refund. Because the customer has experienced severalissues, we are happy to extend an accommodation in the form of a $50.00 GiftCard which will be mailed to the customer.

Here is our final response to the customer.   As we understand the customer's continued concerns in regards to this matter, we have further reviewed this issue. Based on the information gathered, we are extending a onetime courtesy to fully refund the customer for the purchase price of this order. The credit will be placed back on the card used for the purchase and should be available within 3-7 business days. The customer should be advised this is a onetime courtesy and we consider this matter to be resolved.

We are very sorry to hear the way in which the customer received their merchandise which was purchased with our online store. Our records indicate that we did speak with the customer on January [redacted] and scheduled a [redacted] pick up of the package. Once the package has been picked up and delivered...

to our facility, our return specialists will inspect the product and determine how the item was shipped to the customer. Upon completion a determination will be made regarding the next step in the process.

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]

We apologize for the inconvenience caused to [redacted]. We have reviewed this matter thoroughly with our Saks.com Distribution Center, as well as our Saks store in New York where the purchase was initially made. Our findings conclude the Distribution Center nor store, found any record of a skirt being returned or reshipped to the customer. We will be issuing a full refund of $176.02 for the Theory Skirt as a one-time accommodation to [redacted].   In regards to the makeup listed to have been 25% used, we will gladly assist the customer in returning the 3 Lancome items received for 2nd inspection of the merchandise with management.  For return assistance, the customer may simply contact our Customer Service and reference order #[redacted] in which we have noted this matter for a Fedex call tag to be issued upon request. If the merchandise meets our makeup return guidelines of 20% or less being used, credit will be issued towards the original method of payment.     Again, we sincerely apologize for the inconvenience, and look forward to assisting [redacted] towards her concerns.

We removed the 30 days late from February 2016 and the 60 days late from March 2016 on May **, 2016 due to this was the timeframe in which her dispute was being researched.  She spoke to a Supervisor in May and she took full responsibility for the late that occurred in April 2016,...

which was after we had sent her letters stating we could not issue credit for her dispute.  When we removed the 30 days and the 60 days, we updated the 90 days late to just a 30 days late and mailed her a letter of the update.

We understand that our customer has remaining concerns in regards to our response. At this time our distribution management team has asked that the customer contact our corporate relations manager [redacted] and together they will make arrangements for the bag to be returned to their facility where a management and quality assurance team will inspect the item and determine the next step in the process. The customer will need to email the corporate relations manager separately so that we can arrange for a pickup at the customer's convenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], AND I accepte the final resolution and I want from SAKS  to redeem this offer and start process for my refund . I send the sunglasses On EMS with tracking number [redacted] , THE TRACKING INFORMATION WILL AVAILABLE AFTER 24 HOURS .Please . notify me about refund when it  take place .regards[redacted]

We understand our customer's continued concerns regarding not receiving their package. Our security department has concluded their investigation and a credit refund for the purchase price of $1,447.88 will be refunded back within 5-7 business days. However since this is the customer's first order, we are no longer able to process online orders and any future orders will have to be placed in a Saks store. A letter confirming this will be sent out to the customer by our security department. We consider this matter resolved.

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]

Credit Services completed a full review of the customer's complaint and has made updates to the customer's credit report where warranted. The information currently reporting is accurate and will not be changed. This is our final response on this same matter unless there is another issue that needs to be addressed.

We understand that the customer has remaining concerns in regards to honoring the THANKYOU promotion on any item from our site. Based on our additional review, we have extended our services to the customer and requested the information that the customer states she has, confirming that we extended this accommodation. The customer has not complied with our request for this pertinent information. As we stated, if the customer can provide the documentation confirming our commitment to honor the request, we will be happy to honor the accommodation. We will consider this matter closed. Should the customer be able to provide the necessary documentation, we will be happy to work with the customer to further resolve.

We understand that our customer has concerns in regards to an issue with a pair of Gucci loafers from online order [redacted]. This matter has been fully researched by our staff to provide the customer with our resolve. The order was placed on May **, 2015 and on February **, 2016, the customer...

contacted our office to advised of an issue with the buckle on the shoe. We understand that returns are important to our customers and we will gladly accept returned merchandise that is in saleable condition. If an item is not in saleable condition, we will have the customer return the merchandise back to our distribution center to be inspected by a returns specialist for possible manufacturer defect. Unfortunately once the item was received and inspected, it was found not to be defective but heavily worn and the shoes were shipped back to the customer. In partnering with our returns department, we will be happy to extend an accommodation to have the shoes returned and then reach out to Gucci for possible repair. We will be unable to accept the shoes back and honor the request for credit, but if the customer would like for us to contact the vendor, we are happy to oblige. The customer needs to be aware that if we proceed with a repair, it may take 6-10 weeks. Should the customer want Saks to proceed, he can contact our office and refer back to order [redacted] where it is notated to request a FedEx pickup for return back to our facility.

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]

We understand our customer's concerns with regards to not receiving a credit refund for the returned merchandise from their online order. After careful review, we have requested that the full amount of $163.53 be returned back to the customer's credit card. The customer should see the credit...

within 3-7 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.They have made the refund to me. Thanks for your help!
Sincerely,
[redacted]

our customer has been credited in full; $1390.00 for the bag plus $107.73 tax, plus $15.00 delivery fee and $1.06 tax= $1513.89. A separate credit was rung for her shipping and insurance of $94.00. These 2 credits were rang at our registers on 5/**/17, today, at 12:34PM. Our customer should see her credits on her Amex shortly.

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:

It was the same respond from Saks Fifth Ave when I contacted them couple months ago, they claimed that they have determined from their security department that the suite was in the box that they shipped. Which I highly doubt that there are any investigation because it only took less than one business day for them to investigate this matter. On top of that, there are no evidence or proof that there was a suite in the package when it was shipped. Mobile many other companies that I purchased online from, they will include a card that stated the person who package the order and ensure all the items were indeed being shipped. With the lack of evidence, I couldn't accept their unprofessional respond which related to such high valued suite that I ordered and was charged for! Min the mean time, I reviewed many other complains toward them, and obviously I was not the first victim who has miss trust Sakes Fifth Ave.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for the inconvenience in [redacted] having to reach out multiple times for resolution. Please be advised that the shipping charges have already been requested for refund on 12/**/16, and due to holiday, the customer will see credit back in 3-5 business days. We do view this matter to be fully and respectfully resolved.