CONSEG

Tell us why here...  We understand that our customer has remaining concerns in regards to the credit refund for online order [redacted]. We have reviewed the order and the customer’s account and found that a credit of $158.38 was processed on June **, 2016.  Because the customer paid with...

two methods of payment, $142.88 has been returned to the Saks card while $15.50 was placed on a gift card and shipped out to the customer to be delivered by FedEx on Thursday, June [redacted]. Additionally, we have extended an accommodation to refund the $9.50 return shipping fee. The customer can expect to receive this credit within 3-5 business days.

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 unsatisfactory. I have a Saks [redacted] and if someone reviewed my records appropriately they would see that my billing and shipping were different. I only received one letter to which I was shocked. I do not live at my billing address, I live at my shipping address. As stated previously, there was no phone call or effort on your part to get in touch with me in a humanistic manner. I have been a very good customer and so has my family for many years. I should not have to divulge this information but I was diagnosed with [redacted] for which I had extensive surgery. Everything fit differently. Shoes would sometimes fit depending on the swelling or not. Clothes would fit in some sizes, not in others. I own a business myself and I cannot even imagine treating anyone in this manner. It is dehumanizing, it places blame on the shopper, and it is an ARBITRARY RETURN POLICY. I am quite sure that if [redacted] had a high return rate, you certainly would not ban her from online shopping and from returns. How 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 excessive. I 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 love. I 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 empathy. I 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 enough. You 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 store. I am an attorney and also sat on the Dana Farber Board where they have done many fashion shows with you. Is 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. [redacted]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 become. I 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 find that this resolution is satisfactory to me and the matter has been resolved.However, because [redacted] has a monopoly on accessing condos and apartment buildings, [redacted] has held my item in their outlet which is approximately 15km from where I live. I will have to retrieve that item in my spare time, and return the Polo shirt in the condition it is.
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 am STILL out of my merchandise or refund. What's $514 to me? MINE is what it is, so if this is how business is conducted at SAKS I will make sure that I in addition to anyone else that I know will not do business with them. Fedex clearly misdelivered or didn't deliver my package and again I am requesting my merchandise or refund.
 
 
 
 
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:

  
 [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redac...⇄ [redacted] [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:

The shoes were worn only once. I only had them for 2 days to begin with. The shoes wore off immediately. They were worn only indoors. It is not acceptable for shoes of that price range to be such low quality. I was given a defective pair and the company will not take responsibility.
 
 
 
 
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:

[Your Answer Here]
 Hi, actually, that is completely untrue. I made sure to take pictures of the rack. There was a whole section of Herve Leger on the rack and it even had its own marker for the designer on the same rack as all the other designers. So how is it possible that one customer moved a whole bunch of Herve Leger, in an array of sizes, colors, and styles along with its own name plate to that rack? Clearly, a customer did not just move all those items there and they were placed and sectioned there by Saks, which ultimately advertises that they were part of the sale. Once I brought it up with the ever so rude and nasty Nancy, she sprinted over to the rack and yanked all the Herve Leger off of it (before I took my picture), almost knocking over another customer she was acting so erratically and causing a scene with her screaming. Saks clearly put the Herve Leger on the rack because they wanted to advertise that it was part of the same sale as all the other items, but when I went to purchase it, it came up at a much higher price and for some very odd reason, management would not honor what they advertised. It is completely unjust and unfair to advertise a whole section of clothing as being part of one sale, and then lie and state that a customer just moved it there when it literally had its own name plaque. I have been shopping with Saks for many, many years and I am so disappointed that this even was an issue, usually staff is friendly and accommodating, but Nancy was downright disgusting and the fact that Saks will not own its mistake and try to fix the problem makes me question their professionalism in the industry. The fair and just solution would be to actually honor what was advertised. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand the customer has additional concerns regarding the return of order [redacted]. Together with our partners at the distribution center, we have extensively reviewed and researched the issues which our customer has expressed. The customer purchased a Rebecca Minkoff Fringed Tote on July *, 2015. The bag was purchased for $248.85 applying the customer’s Ebates discount for 10% and with tax, the order total $263.78. In addition, $52.76 which was an additional 15% discount was applied back to the card used for the purchase on July *, 2015. We were notified on November [redacted] that after several uses, the handle broke and we requested the bag to be returned for inspection. Upon further review, the customer was credited $169.94 on November **, 2015 which was the current selling price. Based on our return policy, a customer has 30 days from the date of purchase to return merchandise in saleable condition. If returned after 30 days, the item is subject to the current selling. Because the customer’s bag was sold out from our inventory, our stores were selling any remaining inventory which was limited for $169.94 and that was the price of the item on the date in which the return was processed. Because the customer expressed concerns about this policy, we extended an accommodation to credit back the remaining $41.03 so that the customer would receive the full purchase price. The $41.03 was returned again to the card used on the order on January 19, 2016. We want to advise the customer that all credits were placed on the credit card used for the purchase. If the customer has any additional concerns, they can contact our corporate advocate [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 becauseAlthough Saks issued a credit of $398.00, they also sent me a letter stating that they are still investigating the matter and could possibly reverse the refund.  Saks needs to give me a permanent refund because they DID  in fact, receive the returned shoes and I have proof of the return with the [redacted] delivery receipt and the signature of Lisa W[redacted] accepting the return on July *, 2016.  It is appalling to me that I even had to go to such great lengths to receive my TEMPORARY credit.  Bad business and terrible customer service.  
 
 
 
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: Saks mentioned that the refund decision would be made within 48 hours since the reply date on Jun.*, 2016, however I haven't heard back any response from Saks about the decision of the refund till this morning.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our Indianapolis Store's Assistant General Manager has already emailed our customer an apology and the assurance that we will do a return for this incorrectly ticketed handbag. We will also send a gift card for the inconvenience.

Tell us why here... We understand the customer has additional concerns regarding the online order [redacted]. We have further researched the issues that are still causing our customer great concern. Our policy for verifying online orders is done solely for the protection of the customer. Orders are never intentionally cancelled unless we are unable to verify pertinent information which is necessary. While we understand this has been frustrating for ourcustomer, we have acknowledged the inconvenience this matter has caused. All information has since been updated on the customer's profile. Our previous accommodation is still extended for the next purchase online. In 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 cancelled. All efforts are being made to locate these items. Should our efforts be successful, we will have them shipped immediately to the customer.

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 will check my next Saks statement to see if two $9.50 credits have been applied.  In the meantime, there's no point in continuing this correspondence.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand that our customer has concerns in regards to the delivery of their [redacted] order. Our office has extensively reviewed this matter to provide a timely and accurate resolve. Unfortunately we are unable to request a delivery to a [redacted] station due to our contractual agreement with this...

company. However, it is always at the discretion of the [redacted] driver if they will leave the package at the door. If the driver does not leave the package, they will make three attempts in which to deliver. After the third attempt, the package will be returned to the station and held for approximately 10 days at which time the customer can retrieve the package during their business hours showing a government issued ID. We 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 team. According 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

The customer can contact our corporate relations manager [redacted] if necessary.

Tell us why here... We understand that our customer has continued concerns in regards to the return of the [redacted] studded boots purchased with Saks.com. In understanding that returns are important to our customers, we will gladly accept returned merchandise that is in saleable condition or...

deemed defective. When the customer contacted us in November to advise that the studs were coming off the boot, we requested the item to be returned for inspection. After careful consideration of this matter and upon an extensive inspection, our return specialists found no defect with the boot but rather wear and tear. Our policy would be to return the merchandise back to our customer.   Once the boots were returned, the customer contacted our office to discuss our decision. We did request additional information and after an extensive review,  determined that no defect exists and the issue stems from normal wear and tear. We are unable to honor our customer’s request for a credit refund and consider this matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while I find this resolution satisfactory as I was able to re-order the item with the discount, I would like the business to let me know if there will be any steps taken to prevent this issue from happening in the future. I had to go through a low of aggravation and wasted time and file a complaint in order to reach this solution that should've been able to be handled by customer service at the time of my initial call. As noted in my original complaint, the behavior and tone of the customer service manager was unacceptable, especially given his supervisory role, and that person may require additional training. In addition, I was wondering if there would be any investigation into making improvements in the company's email communication system so that if there's an issue processing an order, the customer receives an email with notification and information on what needs to be done to complete the order. Otherwise, the customer remains under the impression that the order was processed (as stated on the order status online) and it just never arrives.Thank you for your attention to this matter.

We understand our customer has concerns in regards to the return credit applied for order [redacted]. We have researched this matter to offer resolve for our customer. Our records indicate that because the order was placed as a gift, when the return was processed by our facility, they issued a...

gift card for $312.99 which was mailed on or around September *, 2016. The $9.50 return shipping fee was deducted in accordance with our return policy. We are very sorry to hear that the customer did not receive this credit properly and have requested that the full amount of the order including shipping be transferred from the gift card back to the Visa used for the purchase. The customer can expect to see the credit within 3-5 business days.

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]
 Since I never received the e-giftcard, and SAKS can confirm that it was not used by me, I believe that SAKS has some system error and has sent the gift card to someone else. 
 
 
 
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:

[Your Answer Here]
 
I will contact with the business on [redacted] see if any update!thanks 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]