CONSEG

We understand our customer’sconcerns regarding not receiving the gift with purchase items that wereinitially requested. We have extensively reviewed this matter. Our distributioncenter does have the gifts and can ship them to the customer overnightdelivery. Before we can ship the package, we will...

need to verify the shippingaddress. The customer advised our office in June, to ship the package to anaddress other than what was provided on the order. If the address is different,we will need to obtain an approval from our security department. The customerwould need only contact our office by email addressed to [redacted] with thecorrect information and once received, we will ship out the package.

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 [redacted] location is minutes away from my residence. I would like to return the item there. Please have arrangements to whom I need to speak for return. I would like to have no interaction whit previous sales representatives and or Manager.  Thank you [redacted]  
 
 
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. I do accept these term however, I feel it is important to note that the shoes had been worn before they were sent to me, I absolutely did not wear them as they were the wrong shoes. After having gone through this whole ordeal I have sent time looking online at other complaints against Saks Fifth Ave customer service and it seems to be a repeating theme that people are shipped things already worn and then have trouble getting their money back because Saks says they have been used. How do you prove you didn't wear them, I called the very day I recieved them and asked them to come get them, they came the next day and I still had this much trouble getting my money back. I feel like they need to address the problem so another customer doesn't have as much trouble as I did.  If they were to look at my purchase history they would have seen that I commonly buy high priced items and VERY rarely have ever returned anything!!
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.
Sincerely,
[redacted]

We received a complaint back in November in regards to an online order for a pink Burberry shirt that was received damaged. Upon review of this order, we issued a full credit refund back to the customer for $195.99. The rejection below does not correspond to this order however if there is another order that the customer is having an issue with an item, please have the customer contact [redacted] our corporate relations manager for further assistance.

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:

 Sorry, I will not accept this and be okay with them reporting me late when I paid my bill on time. Please remove my late for April as soon as possible, or I will have to take further actions on this. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand our customer has concerns in regards to the return of items from her online order. Since this is an international order, we have partnered with Border Free who handles returns and shipments for Saks.com to process a credit refund back to the customer’s [redacted] card for the total...

purchase price. This process normally takes 3-7 business days and the customer will need to monitor their credit card for the 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is some what satisfactory to me and the matter has not  been resolved. I will take the offer for them to fix my shoes if they can repair them again without charging me than that's excellent that's all I asked!
Sincerely,
[redacted]

We understand that our customer has concerns in regards to the delivery of their online order [redacted]. We are extensively researching this matter to provide resolution for our customer. An online order was placed with [redacted] on November [redacted]. On November [redacted] we received a phone call from the...

customer stating that the package had not yet been delivered. Our records indicate that [redacted] tracking [redacted] was delivered to the shipping address provided with the order on November [redacted] at 9:40 am local time. Since the expressed non-receipt of the package, we have referred this matter to our security department who will begin an investigation. This process can take several days to complete. If we are unable to locate the package a credit refund may be applied back to the customer’s credit card. If the customer is fully credited for the purchase, a new order would have to be placed if the items are still needed. Our office will also conduct a review of the customer’s phone call to address the issues we have been advised of and we will be sure to appropriately take action from our end to avoid this from happening again. The customer would need to allow 3-7 business days for the investigation to be completed.

5/*/2015Complaint # [redacted]Dear Sirs, On behalf of all of us at Saks Fifth Avenue, I would like to assure you that every effort is made to provide the exemplary levels of service that we hold as our standard to all of our customers in all aspects of our business relationship. It is...

perhaps our greatest challenge when we are asked to honor a customer’s request, and after due consideration, we conclude that we cannot. Our return policy is designed to be both fair and flexible. We do require, however, that merchandise be returned in a sellable condition. The shoes [redacted] presented for return had been worn.  [redacted] from Client Services in the New York store spoke to [redacted] on 1/*/2015, and issued a $250 egc, as a gesture of our sincerity in not being able to credit/exchange the worn shoes.  The client accepted the $250 gift certificate and did not voice any other displeasure that we couldn’t credit/exchange the shoes.  This matter is considered closed. We will not return the shoes.  [redacted] has been advised we will gladly give her the courtesy of another repair but there is nothing further we can do regarding the shoes she wore and now wants to return or exchange. Thank you.

We understand our customer has been inconvenienced in regards to the online order being cancelled due to a system error. The customer is welcomed to repurchase the items and we will extend an accommodation to honor the sales promotion of $300.00 off the entire purchase. Unfortunately the...

promotional code has expired however the customer would need place the order at the current selling price. Upon completion and obtaining a confirmed order number, the customer can contact our corporate relations manager [redacted] with the information and we will request the $300.00 credit back to the card. That process normally takes 3-7 business days.

We understand our customer has remaining concerns regarding the item in question and making sure she is properly credited for the price difference. Once we were advised of the issue we made sure that the proper individuals were notified in order to offer resolve. The customer’s credits are being processed and she should be fully credited for the price difference accordingly.

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 returned the exact sports coat, new and with all tags, that was sent to me using the return form included immediately after receiving it and it being too small. I would have notified Saks sooner of the mistake (in addition to completing the form) but I couldn't find a way to do that online. I've been waiting weeks at a time for a response from Saks customer service since the time it was taking seemed excessive. Also, I never received any notification from Saks except in the delayed replies to my emails. I have several stating the return was successfully received and that a refund was being issued but that I just needed to wait for 2-3 business days in one and 7-10 in a separate one.As it is, I neither have the sports coat (correct or incorrect size) due Saks supposedly returning it to me in a destroyed and half-open box, presumably to save money on a new box, and the $405.00 has been held for over a month since the return.Also I find it hard to believe the matter was researched thoroughly given the customer service responses being consistently contradictory, inaccurate and slow.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Just to clarify in response to the message, is the credit already issued and just waiting to be posted back to my card or what exactly. I was chatting with a SAKS representative today and was advised that the request has to be processed by the back office team and it is up to them if they are going to honor the price. Please clarify.

We apologize for the inconvenience caused to [redacted].  The customer reached out to [redacted] on 7/*/16, to advise our Customer Service agents the Balmain Midi Check Pencil Skirt had a zipper defect and was see through. Customer was advised since the item was final sale, a...

manufacturer defect inspection would need to be conducted on the skirt. If the skirt was indeed defective, credit will be issued, and if no defect was found, the item would be returned back with a letter stating such.   On 7/**/16, our expert team for inspection reviewed the zipper in question and found no defect in the merchandise. The zipper was listed to have been in working order, and was listed as being prepared for reshipment to the customer. In regards to the skirt not being as shown, the skirt is see through and this is shown on the product page of [redacted].   The customer was notified of refund denial, and continued to state to customer service the zipper did not go up and down and if we thoroughly checked it, we would see. Today on 8/*/16, we have conducted yet another defect inspection of this item, and the zipper was indeed functional and not damaged. Therefore, we stand by our decision to deny this skirt for return and the merchandise will be sent back to the customer and deemed non-returnable.

Tell us why here... We understand that our customer has concerns in regards to orders placed for a pair of Burberry Sandals. We have extensively researched this matter. Our customer placed an order on May [redacted]. The order was flagged for verification with our security department. This is done...

solely for the protection of our customers. Unfortunately our security department was unable to verify the necessary information and the order cancelled. When an order is cancelled, the funds that were being held are released back to the customers' card within 24-48 hours. On May [redacted], the customer placed another order for the same Sandals. Our records indicate that the customer requested our office to cancel the order and on the same date, a third and final order was placed and verified. The customer should have received the shoes on Friday, May [redacted]. All credit authorizations that were reserved for the prior shipments were released back to the credit card used for the purchase.

We understand our customer has concerns in regards to the return
of Saks order [redacted]. We have extensively reviewed this matter to provide the
customer with resolution. The customer purchased a pair of Jimmy Choo pumps on
April **, 2016. We received the return at our...

distribution center on April [redacted].
The return process normally takes 7-14 business days which includes shipping
and processing. On May **, 2016 a credit was issued back to the customer’s [redacted]
card for the total purchase price of $566.15. The customer has been fully
refunded and we consider this matter resolved.

Tell us why here... We sincerely apologize for any inconvenience. We have reviewed the customer’s concerns regarding order #[redacted]. We must first advise that at Saks Fifth Avenue, we sell 100% authentic guaranteed merchandise. All of our inventory is sent from the manufacturers and vendors...

directly to prevent otherwise.Upon reviewing this customer’s return, the merchandise was given to our QA and determined to have no identification for brand, no authenticity card, and the description did not match the bag.After much consideration, as this is the customer’s only purchase with Saks, we will agree to take this item back and issue the customer a refund. The customer simply need to contact our [redacted] Customer Service to schedule a [redacted] pickup to have this merchandise sent back to the [redacted] Distribution Center. However, the refund will be issued as originally paid in gift card, and will not be given to the customer as cash.  Again, we apologize and look forward to assisting this customer in returning.

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]