CONSEG

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 should NOT take 5-7 days to get the refund. This is the Christmas season, and 2nd the response from the Business says that the sunglasses I received were not as described.  NO they were NOT because I did NOT receive sunglasses at all. Did the business responding person not read the complaint? I did not receive sunglasses at all. Refund the money today. I talked to the Saks.com supervisor said she would refund the money as soon as [redacted] picked up the package. Refund the money last Friday when [redacted] picked up the package  as I was promised!
Sincerely,
[redacted]

Tell us why here... We understand that the customer had an inquiry in regards to our extended accommodation to assist with return shipping costs. We have extended an accommodation of $50.00 to offset some of the return shipping cost. The credit will be applied back to the customer's credit used for the purchase. The customer would need only contact our office to redeem this offer.

1/**/2016 - ResponseWe understand that our customer had concerns in regards to the delivery of order [redacted]. Upon reviewing the issues that caused our customer concern, there seems to have been some missed opportunities with [redacted] timeframe for the delivery of the customer’s package. Our records...

indicate that [redacted] was successful in delivering the package on January **, 2016 and it was signed by [redacted] at 12:11 pm. We trust that the customer has received the merchandise and we thank them for shopping with Saks.Thank you.

We understand that the customer has existing concerns in regards to a credit refund for order [redacted]. Our security department did complete their investigation to try and locate your package, unfortunately we were unable to locate your merchandise and a credit refund was processed in the amount of $337.08 on January **, 2016. The customer should see the credit back to their American Express card within 3-7 business days.

We understand our customer’s concerns in regards to the cancellation of their online order for an e-gift card. All online orders are subject to verification with our security department. This is done solely for the protection of our customers. Our security department unfortunately was unable to...

verify pertinent information necessary to confirm and the order cancelled. Once an order is cancelled, the funds reserved for the purchase are released back to the customer. The customer is welcome to place a new order for the e-gift card and our staff would be happy to assist if necessary to ensure that the billing information matches what the card company has on file.

We understand that the customer has concerns in regards to charges by her bank for online orders [redacted] and [redacted]. We have extensively reviewed both orders to gather information that will help with resolve. The customer placed two orders on Saks.com. The first order for the shoes, was...

shipped and delivered on March *, 2016. The only charge to the customer’s card was for that order in the amount of $702.50. A second order was placed within an hour but was cancelled by the customer. We had an issue with obtaining authorization on the credit card which was later resolved. The second order was placed due to the confusion with the first order. Whenever an order is placed, the system reaches out to our customers’ banks to reserve the funds.  We never charge the card fully until the order ships. If an order is cancelled, it can take 24-48 hours for the funds to be fully released. Our records indicate that we have requested as a onetime courtesy, to credit the customer for the $60.00 over draft fee from her bank. This process can take 3-7 business days and the customer should see the credit back to her  card.

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 our customer has concerns in regards to the credit for Saks order [redacted]. We have extensively researched the issues that have caused concern. The customer purchased seventeen items which totaled $1,106.92. The customer advised that they had a 20% discount...

which needed to be applied to the order. A request was made for the discount to be applied and on June [redacted], a credit of $221.39 was completed. Because the customer used both a gift card and credit card to pay for the order, $218.77 was credited back to the [redacted] and the remaining $2.62 was placed on a gift card and mailed to the customer. All credits have been issued and we consider this matter resolved.

Tell us why here... We understand the concerns of our customer in regards to returning merchandise from Saks orders [redacted] and [redacted] . We know that returns are important and our goal is to consistently exceed our customers’ expectations. Because Saks is a retailer of seasonal merchandise,...

we unfortunately are unable to accept returns from purchases that were made past 365 days. This is solely due to our commitment to our customers' in selling new and current season items on our website and would not be able to re-sale an item from past season.

We understand our customer's concerns with regards to the purchase of the Donkey Base Set stroller purchased with online order [redacted]. We have extensively researched this matter. Unfortunately we were unable to locate a 2014 model for the single base set. Our description depicted on the...

website does not indicate a particular model year. Saks provides both pictures and description for our customers' based on the information we are given by the vendor. Because the vendor sends the merchandise directly to us, the item is new and not used. We've received no direction from the manufacturer that a 2012 model vs any other model should be provided a discount. We understand the importance of this item  and want our customer to be happy with the purchase. If the customer is not happy with the model purchased, we will gladly accept the return and issue a credit refund.

We sincerely apologize for the inconvenience [redacted] has endured regarding order # [redacted]. The purchased merchandise was listed to be shipping directly from the vendor, [redacted]. After a thorough investigation it was concluded by the vendor the Delices Reversible Queen Duvet Cover was...

not available, and a pick error occurred on vendor end. The Duvet cover was listed online at [redacted] however, has since been removed per Corporate request due to the vendor not holding stock, and a refund is in process of being issued to the customer in our highest priority.   For the inconvenience, Customer Service has issued a $50 gift card accommodation, and we would also like to extend to the customer 10% off and free rush shipping towards a future purchase for the inconvenience. To redeem the customer will simply need to reference this order to any of our knowledgeable associates for order placement.   Again, we at [redacted] apologize for the troubles.

We understand that our customer continues to have concerns regarding placement of online orders. We have further reviewed the issues with the new order placed on December [redacted]. Unfortunately the order once again needed to be verified by our security department. Because our security department was unable to verify the information provided to the order, the order did cancel. Notations on the order indicate our customer advised he no longer has the gift card that was used for payment. We have requested that the gift card be re-issued for the same amount and shipped to the address which the customer has provided. Normally this process can take 7-10 business days. Based on our additional research, we are unable to extend an accommodation to increase the value of the gift card and recommend for future online orders, that the customer contact us to place the order at which time we can verify the information provided and contact our security department if the order does flag for verification.

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'm sorry, I can not accept this proposal, because the merchandise is a problem, so I think you need to be responsible for all international freight, or direct refund, I do not want a loss.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

7/*/2015 Revdex.com # [redacted]  Dear Sirs:This will be our final resolution response to [redacted].We understand that the customer is still concerned regarding the credit for the wrong color satchel sent with the Saks.com order. As a onetime accommodation, we will honor the 25% and $40.00 that the customer has requested. A credit refund will be requested and returned to the credit card within the next 3- 7 business days. We will consider this matter resolved. Thank you.

We understand our customer has remaining concerns in regards to the return of two items a jacket and skirt from her online order. After a second review of this matter, we have extended an accommodation to credit the customer for the items. This was approved on January [redacted] for $69.74 and $69.75....

The credit will be applied back to the customer’s method of payment within 3-7 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:

 I do not accept this response. There are a number of things blatantly incorrect about your response. First of all, they were not trying to transfer me to the security department. I know that I cannot be transferred to that department. They placed me on hold for 25 minutes to only look up a gift card number, which is ridiculous, then they hung up on me; there is no excuse for this so please don't attempt to look for an excuse.  Secondly, I cannot log into my account to look at the 3rd order that was canceled, and I never canceled one of my orders. My account was either hacked or there is something wrong with the system at Saks.  Third, not only have you ruined my thanksgiving order, but the third order that was placed for ~ $88 was a gift for my sister, and you have canceled that as well, and you have once again made an error and said that I, the customer, canceled it, which is false.  So not only will I reject your 10% and overnight shipping on my next order, but I now want a gift card in the total of amounts that you have canceled, so $252+88=$340. This is the only thing that I will accept. Please look into your faulty system, as all of my information is clearly correct and nothing needs verifying. You should never have had to verify anything. Also, how could Saks be so incredibly incompetent to cancel my order and then tell me I canceled it? I never did. Only respond if you have something accurate and factual to tell me, and one in which it's what I want to hear. 
 
 
 
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:

My refund finally came through 1 MONTH LATER. Using Saks return shipping label it took two weeks to get back to your facility, and once it was already in your facility it took two more weeks for my refund to post to my bank. There is absolutely no reason for Saks fifth ave. to make me wait one month to RECEIVE my money back on my expensive purchase. And to add to this miserable experience, within this 1 months time I phoned customer service to get info on when I can expect my refund,  and spoke to numerous rude uninformed representatives with one hanging up on me! No other department store makes a customer wait 1 month for a refund. Saks needs to re-evaluate this issue.       
 
 
 
 
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:

[The item I received was not as shown online and was returned within Saks 30 day return policy window. I wasn't aware of a third party distributor (i.e. Gucci). I was under the impression that I was purchasing the wallet directly from Saks.com. Either way Saks should handle the matter with their distributor. In the meantime Saks being the reputable company that it is should issue a 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:

[Your Answer Here]
 
 Saks should have already received this order at their distribution center  I dont need nor want a generic reaponse  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

7/*/2015 response:We understand that the customer has been inconvenienced by the receipt of the wrong merchandise with order [redacted]. The issues that have caused our customer concern have been extensively researched. Unfortunately the customer received someone else’s order. Upon advising our...

office, we had the package returned.  It is never Saks Fifth Avenue’s intention to ship wrong merchandise. This was an oversight on our end. Our records indicate that the shoes are currently sold out. We will request a full credit refund for the purchase price and the customer should expect to see the credit back to the card within 3-7 business days. We would also like to extend an accommodation to the customer in the form of a  20% discount plus free overnight shipping on the next purchase. The customer would need only refer back to the order [redacted] to redeem the offer.