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We understand that the customer has great concern in regards to placing an online order but never receiving confirmation that the order went through. Further, the customer is stating that she see's the charge on her card which may be the authorized amount and not necessarily the actual charge if the...

order never shipped. Unfortunately, we are unable to locate any orders placed under the customer's name or email address. We encourage the customer to contact our corporate relations manager [redacted] at their earliest convenience. We will need to obtain specific information in order to try and locate the order or to see if the system glitched and an order never created.

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 refund to the credit card had been received. Thank you. However, the gift card of $450 has not arrived yet.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand our customer has remaining concerns in regards to the promotional gift card balance. After careful review of this matter, there were several items that cancelled due to depleted inventory. Further one of the items shipped but the customer advised that it never delivered. When...

any items are cancelled from an order that qualifies for a specific gift card promotion, the value of the card will be depleted as per the terms and conditions of the event. We will extend a onetime accommodation to the customer and have the gift card increased by $300.00 totaling $450.00. This process may take 24 hours before the funds are placed back on the gift card.

Our customer is saying she made returns to our warehouse in [redacted], but we have no record of ever receiving them. Also, the purchases were made in our NYSC store and they also have no record of ever receiving her box.  Our customer will need to go back to whatever shipping company...

she used to try to find out what happened to her return.

We understand our customer's concerns regarding this matter however Saks Fifth Avenue must follow proper protocol when investigating customers' orders of missing merchandise. Once the case is reviewed by our security department a decision will be made and the customer is most welcome to check back with our office by beginning of next week for an update.

Tell us why here...  We understand our customer has remaining concerns in regards to a promotional gift card earned for online order [redacted]. We have reviewed the order in detail to offer the customer a timely but accurate resolve. Unfortunately the designer Valentino was an excluded designer...

from the promotional discount. However, we have found that you were extended an accommodation to receive the $700.00 gift card and have requested that amount be placed on the card shipped out on October [redacted] . For any future promotion, we always list our excluded designers under the terms and conditions. The card should be delivered within 7-10 business days.

We understand that our customer has concerns in regards to receiving the promotional GC from our Oct2016 promotion extended from our online store. After careful review of this matter, we are extending a onetime courtesy to mail the $450.00 Gift Card to the customer and shipping to the billing...

address in Cleveland Ohio. We want to advise the customer that with all of our promotions, there are specific exclusions and Chloe was an excluded designer. The customer will be receiving the gift card shortly.

Please advise the customer that Saks refunds a credit back to the original method of payment. For the order in question, the customer used both a gift card and a credit card for the purchase. The refund was processed on February **, 2018 as follows, $93.12 to a gift card and was mailed. The mailing of gift cards normally take 7-10 business days by [redacted]. The remainder of the credit $225.52 was placed back on the Saks Fifth Avenue credit card on the [redacted]. We consider this matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The whole point that I have continuously made is that another customer's billing information appeared in my online account. It might have been a simple glitch from Saks because I did not insert that customer's billing address myself, at any point. When I flagged it to Saks' attention the first time around, it was solely for the purpose of bringing an awareness to the glitch... I understand that Saks wants to protect its customers but choosing not to look into a possible glitch might not be the smartest way to go about it.Saks was gracious in restating my order and sending me the replacement promotion, and I thank them for that. However, I remain steadfast in my belief that they need to review their online security measures in order to better protect their customer's information. With that, I have decided not to waste more time on the matter and close the case.
Sincerely,
[redacted]

This is our final response to our customer:  We understand our customer has remaining concerns in regards to the return of merchandise from the Saks online order purchased on October *, 2016. The customer initially contacted our office to advise the package was never received. We forwarded those concerns to our security department and after the investigation was completed, the customer was fully refunded for the total purchase price. The customer then contacted us back a short time later to advise that she located the package and therefore, Saks recharged the customer’s card for the purchase. We were then contacted that the items were returned back to our facility however we were unable to locate the package. The customer provided us with a copy of the receipt from [redacted] but unfortunately no tracking information was provided. In partnering with our distribution center, they made every effort in trying to locate the package. Researched was done in reviewing return records and reship logs but unfortunately, were not able to locate any information that the return was delivered to the center. If the customer did use our return label and took the package to the [redacted] kiosk, we would have been able to locate a scan if it were delivered. Unfortunately without tracking information confirming it was delivered to our facility, we are unable to process a return credit. Should the customer locate any additional information to confirm delivery to Saks distribution center, they can forward that to our corporate relations manager [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 item I received was not what I purchased. By Saks response and failure to issue a refund, they knew what they sent was counterfeit. I don't accept their response or attempt to shift responsibility to a third party (i.e Gucci). I purchased the wallet through Saks and should be issued a refund through Saks.  
 
 
 
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 the beauty promotion for 20% for their online order. As with every promotion there are exclusions which are outlined in the terms and conditions section of the event banner on our website. Unfortunately only two of the items the skin moisturizer and...

lift mask were eligible for the 20% discount. We have requested the customer receive a credit refund for both in the amount of $107.40. The customer should be able to view the credit within 3-7 business days. We consider this matter to be resolved.

Tell us why here... Regarding the claim, [redacted] notified us on 02/**/2016 stating that she did not receive her package and advised us that attempted to resolve the issue with [redacted].  We reviewed the call she placed to Saks and initially, she did not inform the customer rep that she made a...

mistake with the address.  It was only when the rep asked to confirm the address that she let this information be known.  After reviewing her purchasing history and taking into consideration the statements from the [redacted] Driver as well as the fact that Saks did not place her order, the claim was denied.  Please note that the customer feels the Driver delivered the package to an unknown location because she was unable to map the street address via the Internet.  The tracking details show no history of an undeliverable address or correction.  We did speak with [redacted] for more details in reference to the case she opened on 02/**/2016.  They informed me that she initiated the follow-up and when the local terminal reached back out to her, she verified the address was correct.  Subsequently, they closed the case as the Driver stated that he was sure the package was delivered to the correct location and delivers to the address on a daily basis.  [redacted] informed us that they have no record of the customer advising them the address was incorrect or the letter ‘V’ being omitted from the street name [redacted].  Also, when we entered the incorrect and correct version of the full address (including zip code) via the mapping application, it produced the same location.   We have requested that [redacted] re-open the investigation to confirm that the Driver left the package at the address of the apartments near the University of Delaware.  We were informed that the case will be reopened.

We understand our customer has concerns in regards to not receiving a complete set of dinnerware purchased with her Off 5th online order. Unfortunately our distribution could not confirm that the dinner plates were accurately depicted as a set of four because our inventory has been depleted....

Regrettably we no longer have this item available for purchase. We will have the customer fully credited for the purchase price of this item. Additionally, we would like to extend an accommodation in the form of a $50.00 gift card to be issued to the customer for any inconvenience caused by this matter. The customer can expect to receive by mail the gift card within 5-7 business days.

Our final response to the customer's Revdex.com was sent over on December **, 2015. We stand by our findings and consider this matter resolved on our end.

We understand our customer's concerns in regards to not being able to use their promotional gift card. After careful review of the order, our security department has determined the customer to have placed another order [redacted] and using the same promotion to receive a gift card. Based on this...

information, the customer cannot use the gift cards earned due to promotional gift card abuse. As indicated in the terms and conditions of our promotion,there is a limit of 1 per customer. Therefore, the customer's request has been denied 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:

 First, the package I returned back to SAKS was really the bag I received, why did the business say it was my fault?I can not accept the injustice, and I need their apology.By the way, I have contacted with the customer service, they told me that I won't be allowed to return anything in the future? Why? I didn't make any mistake!!Furthermore, I'm concerned about whether the return process will be fine if I close the complaint, because I haven't received the package until now.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We understand that our customer is concerned regarding the [redacted] order being sent to an incorrect address. The package is currently in-transit back to our distribution center and has not yet been delivered. However, once it is received, we will gladly reship to the correct address...

provided by the customer once our security department approves the new address and we process the returned package. Our policy for changing addresses is that if it different from the billing, we must get approval from the security team. A request has been sent to review this request and approve and our distribution center has notated the order to ship it out once we have completed the process.

We understand our customer’s concerns in regards to the dress shirt purchased with Saks online order [redacted]. Saks Fifth Avenue extends our apologies to the customer for the way in which the shirt was received. We will extensively research how the shirt was sent out in the condition our...

customer has stated and address any missed opportunities. We will be happy to extend a courtesy [redacted] pickup of the item. The customer would need to contact our corporate relations manager [redacted] with the best date and confirm the address and we will arrange for the item to be returned to our facility. Unfortunately we are sold out in the size the customer needs. If the customer would like to locate a comparable item, we would be happy to extend a 20% discount off that order. The customer would need only refer back to the order [redacted] to redeem this offer.

Tell us why here... We understand that our customer has concerns in regards to two Off 5th orders [redacted] and [redacted]. We have reviewed each order to effective determine a resolution for our customer. Our records indicate that three pairs of shoes from order [redacted] were returned to our...

distribution center. The order was placed on April [redacted] however the return was received and processed on August 16, 2016. In understanding that returns are important to our customer, our policy will accept returned merchandise in saleable condition within 30 days from the date of purchase for Off 5th online orders. Unfortunately because the shoes were received four months later, our distribution center was unable to accept the merchandise. Further, they advised that the shoes were returned without the shoe boxes. At this time, we are happy to extend an accommodation to our customer as a onetime courtesy to schedule a pickup for the shoes and have them returned back to our facility for a credit refund. The shoes must be received in saleable condition along with the shoe boxes. The customer can contact our corporate relations advocate [redacted] to schedule the pick up at their convenience. Additionally, the second order [redacted] for two suits does not reflect any returned merchandise. If the customer is wanting to return the two items from this order, they can also include that in their correspondence to our corporate advocate and all items can be returned for a full credit refund.