CONSEG

Our customer is saying she made returns to our warehouse in [redacted] , but we have no record of ever receiving themAlso, 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

Tell us why hereRegarding the claim, [redacted] notified us on 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 They informed me that she initiated the folland 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 that our customer is concerned regarding the [redacted] order being sent to an incorrect addressThe package is currently in-transit back to our distribution center and has not yet been deliveredHowever, 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 packageOur policy for changing addresses is that if it different from the billing, we must get approval from the security teamA 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

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 has concerns in regards to the credit refund for her recently returned online orderThe customer placed an order on December [redacted] containing three items with a total purchase of $On December [redacted] another order was placed for the same items with different size and colorUpon receipt of return, our distribution center processed the return of two items from order [redacted] placed on December ***A pair of pajamas in x-small and a camisole in x-smallCredit was processed in the amount of $placed back on the ***Unfortunately the customer did not return the silk dress from this order and we never received the three items from the previous order placed on December ***If the customer still has the items from that order and would like to return them, they can do so using the label provided and we will process credit 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: Saks addressed most of my issues and I will be happy to accept the $gift cardHowever I am wondering why they completely ignored the very last issue addressedI just placed an order which tracks deliveredcan they tell me where the box was thrown? Am I the only one to complain that Saks used Smart Post Shipping and has packages just thrown in the lobby or who know where? why do I have to be the one hunting down my packages all the time?! (order [redacted] ) [redacted] [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 *, The customer initially contacted our office to advise the package was never receivedWe forwarded those concerns to our security department and after the investigation was completed, the customer was fully refunded for the total purchase priceThe 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 purchaseWe were then contacted that the items were returned back to our facility however we were unable to locate the packageThe customer provided us with a copy of the receipt from [redacted] but unfortunately no tracking information was providedIn partnering with our distribution center, they made every effort in trying to locate the packageResearched 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 centerIf 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 deliveredUnfortunately without tracking information confirming it was delivered to our facility, we are unable to process a return creditShould the customer locate any additional information to confirm delivery to Saks distribution center, they can forward that to our corporate relations manager [redacted]

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.

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

This complaint was put through just before the issue was resolved.We have credited the customer $on August **,for the full amount of the shoesWe apologize that this issue ever happenedWe believe this to be a closed matter, but if the customer has any further questions, she could reach out to us againWe are sorry if our customer was inconvenienced

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 understand that there is a video showing that the strap was attached, but I don't understand why there was no shoulder strap when I received it.and I hope business would come up with an alternative solution considering I spent a lot of money for this bagI paid $1509.$$ something, and a shoulder strap should come with that purchase.I wouldn't go this far if I am lying here or making up stories.And I don't know what to do with the bag without the shoulder strapBusiness didn't even offer an alternative solution for customer satisfactionOr a further investigationVery poor customer serviceI have not encountered such a bad customer serviceHad I ordered this thru [redacted] or [redacted] , no questions askedand they will even say sorryWith this Saks business, nothingand they will suspect you're lyingVery rude voice of the store manager Ruth 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# 12023008, and have determined that my complaint has NOT been resolved because: [Your Answer Here] I emailed that lady and no reply from her- it's truly terrible- I want $I paid for shipping back to you plus $gift card minimum for all the hasssles! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Saks Fifth Avenue follows all protocals in reviewing order, approving, then shipped order out.Customer can file Amex dispute if she wants to take action

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] It has been more than 10 business day when I called Saks about the issue. However, I still haven't heard anything. I ask for refund as soon as possible. In order for the BBB 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 handbagWe will also send a gift card for the inconvenience

We understand our customer has concerns in regards to placing orders onlineWe have extensively researched this matter and have concluded the customer is not blocked from placing online ordersFurther, the last order placed cancelled due to a system glitch with our websiteThe customer is welcomed to place their online orders and if any assistance is necessary, may contact our office directly at [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 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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Tell us why hereWe understand the customer’s concerns with regards to the return of Tory Burch Espadrilles from Saks order [redacted] We have researched this matter and our findings are that a credit refund was processed on July [redacted] for $to the [redacted] accountUnfortunately Saks return policy does not credit the customer for shipping costsAs an accommodation we have requested that the $shipping charge be full credited to youYou should see the credit back to the [redacted] account within 5-business days

We understand that our customer has additional concerns regarding Off 5th order [redacted] We have increased the Gift Card sent to the customer to $as an accommodation and in addition, offered 20% off his next purchaseUnfortunately because this was an Off 5th issue, the 20% discount can only be applied to a new Off 5th online orderTo redeem this offer, the customer can contact our office and refer back to order [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 becauseThank you for your response but 1) I wear some dresses for years and have never had zipper break on me before thus I don't agree that it does not have a defect and is a wear and tear; 2) If this was Nordstrom they would have taken the dress back with no questions askedI live in Seattle and used to Nordstrom generous customer service; I hope they start caring Peserico brand as Saks just lost me as a customer; 3) I wore dress only times because it is white and can easily be stainedI think that fixing a zipper is a good idea but it will not cost $I sew myself and know that taking the zipper out and then finding the appropriate length zipper plus putting in a new one will be a several hour processHave you ever done it yourself? I think the right way would be for saks to fix the zipper free of charge or send me a new dress This is just a bad customer service, that's all I can saySaks must be really struggling so that it turns the customers away that have legitimate product quality issuesVery sad experience In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]