Saks Fifth Avenue

Review: The Louis Vuitton company receipt clearly states that the Saks Fifth Ave return policy applies. That policy issues store credit for returns after 30 days. They refused to accept my return and issue store credit. They claim they do not accept returns after 30 days at all. This is not printed anywhere. I emailed and they refuse to honor what is printed on my receipts.

Business

Response:

Our client has been credited in full for the $321.18 on 4/**/14 and she has been advised. Our apologies for this issue. Please see attachment

Review: hello,

order #[redacted] order date:1/*/2015

order details: all the [redacted] skincare items which I got only have 1 year expired and the free sample are expired on 2014.

I ordered more than $3000 skincare items for my girlfriend. its was the gifts for her.but I m so disappointed with their products and bad customer services.

here's the thing. all the [redacted] skincare products I ordered only got 1 year expired and the free sample of [redacted] already expired on 2014. since we order the items just because we can get the GWP of [redacted] and we never get an expired GWP in any online skinacare website. we were so sad . and we buy [redacted] skincare just because saks offfer us the great GWP, Then we get it its expired and the items of [redacted] also nearly expired which drive me crazy.

then I m trying to contact the online service and phone service . all of them ask me to send the items back and they question me they cant tell only they get the item back, its act I m lying to them,they said they only accept items send back then they can help with next.

since I was in [redacted] ,if I ship those items to American, its will cost a lot shipping fee, how would I able to send it.

I suppose I m a valued customer always buying a lot skincare for my girlfriend at saks . I just cant believe it the customer act like I m lying to them only for hundred dollars or a free sample.

I just wanna know I spend so much money and turns out part of the items nearly expired, as it knows,if your products nearly expired,u should sold it as sale price,I spend the money and I m looking forward to get a fresh skincare not the one like that.which totally hurt me since its for my girlfriend ,

hope I can get an appropriate explanation and a satisfied way to deal with it.

thank you

kinda regards,

[redacted]Desired Settlement: hope I can get an appropriate explanation and a satisfied way to deal with it.give me not expired samples or anything u guys can do.

Business

Response:

Tell us why here... We understand our customer's concerns with regards to Saks order [redacted]. We have extensively researched this matter. The customer has expressed frustration and disappointment with receipt of a Gift With Purchase that may have been expired. We have reached out to our Saks store in [redacted] and they have extended an accommodation to ship out a Gift With Purchase with [redacted]'s latest skin care samples. Unfortunately the [redacted] Gift that the customer initially received is no longer available. Should the customer need to return the remaining items from the order, we can accept the return if in saleable condition. We did ship the order within the U.S. and it was the customer's decision to ship to [redacted]. We will extend an additional accommodation in the form of a $50.00 credit towards the return shipping fee if the customer needs to return using their own method of shipping. The credit can be redeemed by the customer contacting our office with the order number.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], since my work so busy,I dont have time to deal with it and return to saks ,bad luck,and I wont buy any [redacted] items on saks anymore. since its not fresh,other items form saks are definitely good. but [redacted] items I cant take any risk to buy it.

Sincerely,

Review: I made a purchase on Cyber-Monday with the Saks Fifth Avenue website. My order number was #[redacted]. I received a confirmation of my order, and saw that my credit card was being billed for the transaction. Several days passed without receiving the package. I contacted Saks to learn why. They told me the order had been cancelled due to a "misuse of a promo code." They told me that I had used the same promo code previously. That claim is erroneous. After checking into it further, they also could not explain how they came to that conclusion. I did make a prior Saks order in November that used a similar promo code, but it was by no means the same one. For example, the one used on Cyber-Monday could only be activated by a purchase of $350 or more. The order I made in November did not even reach $300 total. The items that were promised via the promotional code were also very different.

Saks could not explain how they just decided to cancel the order. And now that they have unilaterally cancelled it, they tell me there is no way to readdress the matter, in other words, I am out of luck. I am also flabbergasted that Saks made this whole decision without contacting me first and either explaining or giving me a chance to rebut their error.

My complaints are as follows: (1) Saks cancelled my order, without telling me, due to an erroneous decision on their part, and (2) are now refusing to fix the matter or reinstate the order. I believe this might be influenced by the amount of orders they received on Cyber-Monday. They were running low on the promotional materials they were promising, and this was probably a good way for them to cancel an order without having to explain that they could not actually fill it.Desired Settlement: I want Saks to make good on my Cyber-Monday order and ship me all of the items as I had purchased.

Business

Response:

Research from our security team indicates that this order was cancelled due to associate error and this is being addressed.

Review: Per Saks policy, when an item is returned by mail, they have 7-10 business days to issue back a refund. However they never issued me a refund. I paid $160.21 for a pair of shoes that I returned. I have no shoes and no refund!!! Very dissatisfied with Saks' customer service and their ability to issue a simple refund.

Product_Or_Service: Tory burch espadrilles

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a refund of the shoes that have already been returned

Business

Response:

Tell us why here... We 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 $146.14 to the [redacted] account. Unfortunately Saks return policy does not credit the customer for shipping costs. As an accommodation we have requested that the $13.00 shipping charge be full credited to you. You should see the credit back to the [redacted] account within 5-7 business days.

Review: Unauthorized additional charge was not refund after one month and several calls to customer service.

I placed an online order on May [redacted] 2015. Before I checked out, the total amount was around $885 (after using the 20% coupon they sent to my email). I paid full amount using gift cards. After I placed the order, when I received the confirmation email, I found that the total amount became $1106.92. Additional $218 was charged to one of my credit cards which was not authorized by me. I called the custom service the second day, and they told me those additional charge will be refund. And It would take about 7 days. I called a week later, the same thing was told. And two weeks later, I called again, they told me that would take about 7-14 business days. And it has been one month now, I have not received any refund.Desired Settlement: The additional chage needs to be refunded

Business

Response:

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.

Review: The worst costomer service my debit card was on hold from them and my account was over drafted because of them

After all the Inconvince I want my money back for my purchase or my overdrafts from my mothers bank account paid back they can chooseDesired Settlement: The cost of my shoes $536

Business

Response:

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.

I purchased an item Nov. [redacted] 2015 that was to be delivered December *, 2015. On December [redacted] I reviewed the order online and saw that it showed as processed, but no delivery time was given and called customer support. I was informed that the purchase was going through security review, "verification", and that I would be contacted within 24-48 hrs . On December [redacted], after no contact, I again called customer service. I was told that I should have been contacted and that they would email the "verification" department and additionally upgrade the shipping to next business day. At noon on December [redacted], I received an email confirming the purchase. As I had not received any contact regarding "verification", I again called customer service. This time I was told that I would only be contacted if they had an issue, but were unable to give any more information about a ship time because the item was still being processed and I would receive the shipping information once the item shipped. I was additionally told to call back in approximately 5-6 hrs if no status change occurred. Approximately 5 hrs later, I again called customer service to inquire about the status. This time I was told the item was being shipped from a store, they needed time to locate the item and they couldn't give an estimate until the item was located. When asked for further clarification, I was told that if after 4 days from processing the item was not found, the transaction would be canceled. Additional I was informed that even though I made the purchase two days prior, it was treated as though it had just been purchased on December [redacted].
Since the item is completely sold out, the chances of any store locating the item at this point is very slim. Why the item wasn't put on hold while "verification" took place is unfathomable. Furthermore, why did a customer have to call numerous times for status updates? As my inbox is littered with a virtual litany of sales and specials from Saks daily, I find it hard to believe that they lack the ability to give their customers simple updates or even properly set forth how their purchase is being handled. Not once did I receive any contact about my order being placed on hold and requiring further "verification". Additionally, neither my online account nor emails indicate that the order needed to be store located and may require more time. Only two days after purchase and numerous calls later did I receive a complete understanding of what was going on. This is the second time miscommunication and lack of proper notification caused a purchase to be mishandled. Seeing this has occurred in the past, I can only assume a cancellation awaits after the four days have elapsed. I've never had so much difficulty trying to purchase items and do not intend on returning.

Review: I ordered one Carmen Marc Valvo sequined lace gown for my wedding party on saks.com on [redacted] morning, the order number is #[redacted], late that night I saw saks.com has new promo code since Nov**-Nov**, according to the promo policy I can get USD150 giftcard based on the money I spent on this dress (USD1145). So I chatted with their online agent Travis on Nov** morning,I asked if I want to cancel my order and reorder it as to get the gift card.He didn't say I need to cancel and reorder it, he said he will do the inter-department coordination for me and also positively confirmed me that I will receive the giftcard in 7-10days. On [redacted], I contacted other online agent regarding the giftcard issue because I didn't receive it yet, the agent said I can't get it as she didn't see the request on that.Now The problem is when I did ask if I wanted to cancel and reorder the dress as to get the giftcard on Nov ** morning,the online agent confirmed me he will process the order for me as to make me get giftcard,he also confirmed I will receive it. but now seemed a loss to me.I lost the opportunity to get a USD150 giftcard.Desired Settlement: I just want the giftcard as it is part of my wedding budget.Otherwise I will spent more money.

Business

Response:

The code used to receive gift cards is a one-time use code. The customer placed an order during the promotion and used the code. She then chatted with an associate and asked if we could honor the code on a previous order (order was placed the day before the promotion began). The associate told her that we would honor it since she had not received the item yet. However, she did not tell him that she had already used the code and when our back office team worked the case, they saw that the code had already been used by this customer. We had no issue with the date of the purchase. We would have honored the code as an accommodation, but she cannot use the code on two different orders. This was explained to her. She did receive a gift card for the other purchase.

Review: Back in October at 25% off event, there was a designer exclusion which was not clearly identified so a supervisor by the name of XXXXXXXXX told me she could give me 25% off the st Laurent bag. I called her back to place the order and could not get a hold of her either by telephone or email. she had said to place order and then call or email with order number, but I wanted to make sure I could get in touch so I wanted to place order with her. I tried numerous times and then the item sold out of course. I away so I followed up recently and spoke to XXXXXXX She was rude and told me that it was an exclusion. I explained to her and then sent her the chat and emails so she followed up with XXXXXX. Finally, I got an email back from XXXXXXXX suggesting I select another item of my choice. At this point XXXXX took over and asked if I had any selections. I told her one item was out of stock and asked if it could be ordered. No response. I then followed up again. nothing. I then selected an item they DO have in stock by Chanel. no response. This is false advertising in a way because they are not honoring anything they are saying. They are not honoring discount and are not even having the courtesy to advise me. This has been going on for over 6 weeks. I find this to be unethical practices for a department store to not follow through on their resolution with a customer. I have tried calling and emailing more than several times. Proceeding with what was offered has been made next to impossible.Desired Settlement: I would now like 25% of the item of my choosing. I have done everything that was required of me to get the item that was discussed and that was not possible without someone getting back to me. In fact, not only do I think I should get 25% off, but I think they should give me a gift card due to unethical claims.

Business

Response:

We understand that the customer has concerns in regards

to the THANKYOU promotion for a St. Laurent handbag. We have extensively

researched this matter. Our THANKYOU promotion in October was for 25% off

selected merchandise and designers. Unfortunately St. Laurent was an excluded

designer. Since the customer has expressed that there was correspondence with

our associates indicating that we extended the promotion to the handbag, we

ask the customer to contact our

corporate relations advocate [redacted] to provide any documentation that indicates our commitment in extending the

discount.

Consumer

Response:

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:

As stated I have all emails stating this. I just got another response saying it would be honoured. Whomever is reading this, is not following up accordingly. I will email this person and have it sorted out prior to closing this.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We understand that the customer has remaining concerns in regards to honoring the THANKYOU promotion on any item from our site. Based on our additional review, we have extended our services to the customer and requested the information that the customer states she has, confirming that we extended this accommodation. The customer has not complied with our request for this pertinent information. As we stated, if the customer can provide the documentation confirming our commitment to honor the request, we will be happy to honor the accommodation. We will consider this matter closed. Should the customer be able to provide the necessary documentation, we will be happy to work with the customer to further resolve.

Consumer

Response:

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,

Review: Hi,

I'm emailing you because I have been on a roller coaster ride the last few weeks with Saks and after being able to take no more, I searched online for someone I could contact that could possibly help me. I hope you will be able to.

I ordered a pair of shoes from Saks online that were on sale and final sale and when I received them they were damaged. They had chipping and peeling on the front and the inside looked dirty as if numerous people had been trying them on. I was mortified and so upset. The order number is [redacted]. These are shoes I ordered for my bday party that was a week later and I immediately burst into tears. I called customer service and was told to put the return postage on the box and send them back and mark worn. I said I needed the shoes for the upcoming Saturday and was told the only place showing them in my size was the St Louis store. They said I would have to be charged again for them and wait for them to come. So basically be charged twice with no shoes.

The customer service agent on the phone with me, Thomas, called the St Louis store and placed the order with me on the phone. The original price with tax I paid for the first pair of shoes was $153.67. They could not guarantee the shoes would be delivered before my bday party so I had to pay Next Day shipping as well as the different price of the shoes. My total for this pair of shoes with tax and shipping was $202.92. I was told I would be given a price adjustment on the difference.

I placed this order on a Sat meaning the shoes should have been shipped out Monday. They were shipped out Tuesday, I received them Wednesday. These shoes were also damaged. The heel was coming apart on one shoe. They were numerous black marks and indentions all over the shoe. I was horrified and stunned. TWO pair of shoes! I immediately called customer service and was told I would have to contact the store since it was not an online order. I called the St Louis store and was very rudely told the shoes they sent me were brand new, are checked 4 times before they leave the store and they would not be accepted back. I asked to speak to a manager and was then told the shoe was a clearance shoe and that sometimes when shoes are tried on it might get slight marks on them but the shoes were not used shoes. I asked to speak to the manager of the ENTIRE store and was told she would speak to him and return my call. I was also asked if I could send pics of the shoes. I immediately emailed pics of the shoes to the manager of the shoe dept there in St Louis. She called me back, said she had spoken to the manager of the store and they had come to the conclusion that the shoes had been damaged during shipping. Yes I was actually told this insane explanation. That the type of material this was on the shoes they probably rubbed up against each other during shipping. They also could have encountered some damage from being on the racks there in the store. That's when I realized everyone at Saks thinks people are is!

I was told to send these shoes back and they would inspect them and make a decision on whether to issue me a refund. I said you have got to be kidding. I just sent the first pair of shoes back and still haven't received that refund. And now you have to INSPECT this pair, there is no guarantee of my money back smh. To make an already long frustrating story shorter, I ended up keeping the shoes and wearing damaged shoes to my bday dinner.

As of August **, 2015 I still have not received a refund for the shoes I returned. I still haven't received my price adjustment. And I ended up paying for damaged shoes from Saks for my bday. I have called numerous times and nothing changes but clueless customer service reps who you feel just want to get you off the phone. I'm not some millionaire that spend millions at Saks but I do spend a couple thousand every year with this company and every customer should be important. I am so upset, frustrated and DISAPPOINTED in Saks and I cannot believe this is how I have been treated.Desired Settlement: I would like my refund for the shoes I returned weeks ago. I would also like the refund for the price adjustment I was promised! This is insane to be treated this way

Business

Response:

This complaint was put through just before the issue was resolved.We have credited the customer $202.32 on August **,2015 for the full amount of the shoes. We apologize that this issue ever happened. We believe this to be a closed matter, but if the customer has any further questions, she could reach out to us again. We are sorry if our customer was inconvenienced.

Consumer

Response:

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,

Review: Hello,

I was so excited when my beloved pair of Louboutins went on sale. The sold out online right away so I located them in a store in ** and they were shipped to me. The shoes arrived nicked in a couple of spots but I overlooked it since I wanted them so badly. Now these shoes show a much lower price!$438!!! I paid $766 and the store refused a price adjustment because it was discounted.

I think it's highly unfair since I ordered the shoes not even five days ago! Had I waited till today I would have paid nearly $300 less- I am appalled Saks refuses to adjust the price given the few days that passed. It's poor customer service since I have been a loyal customer of Saks for years and I have never asked for any adjustments whatsoever.

It makes me bitter and resentful that I was treated this way, not to mention this high end product arrived in less than perfect condition!Desired Settlement: I would be satisfied if Saks refunded me the difference and I would keep the shoes.

I have a picture of the receipt for your reference as well [redacted] screen shot from he website to prove pricing.

Business

Response:

Tell us why here...Our return policy on price adjustments is as follows: Saks Fifth Avenue will gladly credit our clients the difference if something is reduced within 7 days of their purchase, as long as the purchase was for the original price. We do not do price adjustments if the customer made a purchase at an already reduced price. If there had been another one of the same size available, the customer could have purchased the same item, but we were totally sold out when she approached us for the price adjustment. This statement is on the back of all of our saleschecks

Review: I have been a long time customer at Saks Fifth Avenue. Due to a hectic lifestyle, I do not have time to go to stores often to buy things, I do most of my shopping online. I am not an average easy to fit body type and I have to buy multiple sizes of the same item and hope one will fit. Saks includes a return shipping label and allowed returns if the tags were still attached within a certain number of days. I received a letter to an old address from their corporate office stating that due to "excessive returns".....how does one quantify excessive....that I can no longer shop online at Saksfifthavenue.com or Saksonfifth.com. I was horrified and humiliated. I never received at least some kind of notice that unbeknownst to me, I could not buy multiple sizes and return, and I was made to be shameful of my body. It is not my fault I am not a typical easy to fit body type. I wrote a letter to the corporation about a month ago.....the only way to discuss their "ruling" and explained that I was truly sorry if they had sen my actions as excessive but I did not know that they had an excessive return rule, and it was not deliberate as my body type is hard to fit. I received a letter back with "no repeal" and I am a banned for life shopper. Is this even legal? Isn't this discrimination? I actually am an attorney and I am appalled at this companies actions. They are ruthless.Desired Settlement: I should be able to shop online and return with a limit......if I do not know that a company has an excessive return policy how can I abide by it.....and an apology for treating me like cattle.

Business

Response:

Tell us why here... Our customer was advised in advance via a letter that we were placing the restriction on her purchasing and returning, based on her extremely high return rate of 94% of what she had purchased the prior 12 months When she objected via letter, another letter was sent to her saying we would be happy to make a one-time exception and handle the return of 2 pair of shoes she needed to return, but that she would be remaining in our Corporate Returns Management system and would not be permitted to make any other returns in the future. Our receipts do carry the message,"We recognize that returns are important to our customers. To ensure a positive shopping experience for all of our customers, if we identify through electronic analysis an unreasonable return patters, we may restrict or refuse future transactions from such customers at Saks Fifth Avenue or saks.com". Our customer is still able to make any purchases from Saks Fifth Avenue or a Saks OFF5TH in our stores, but she is unable to make saks.com purchases or make any returns.

Consumer

Response:

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,

Business

Response:

2/**/2016 Dear Sirs,Our goal is to provide exemplary service every time we have the privilege of assisting our clients; we firmly believe that it is not acceptable for adherence to policy to be managed in such a way as to make our client feel his concerns are not being considered. However, [redacted] claims she was not given an opportunity to learn about our policy or an opportunity to avail herself of lowering her return rate. Our records show we had previously sent her a letter in May 2015, and in December 2015, we again advised [redacted] we could not remove her name from our Return Management system.We sincerely apologize this has inconvenienced [redacted], however our sales receipts state, “We recognize that returns are important to our customers. To ensure a positive shopping experience to all of our customers, if we identify through electronic analysis an unreasonable return rate pattern, we may restrict or refuse future transactions from such customers at Saks Fifth Avenue or at saks.com”. Saks Fifth Avenue feels this decision was fair and will not rescind our decision. We consider our response to the Revdex.com is accurate and timely. At this time, we consider this matter closed and our decision final.Thank you.SincerelySaks Fifth Avenue

Review: On 10/* I purchased a pair of $575 Jimmy Choo shoes from the Saks.com website. Upon receipt I immediately noticed that the shoes I ordered were not what was shipped to me and I contacted Saks customer service through their online chat. I spoke with [redacted] (last name unknown) and explained my situation and he instructed me to return the shoes using the label included with my order. I specifically asked if returning the shoes would present any issues since the shoes I received were not what was ordered and he assured me that our chat conversation was documented and I would have no issues with the refund.

About a week ago I checked in with Saks via chat because my refund had not been processed and was told that it takes 2 weeks and to give it a couple more days.

Today, 11/** I check in on the status of my refund and was told that the warehouse won't process the refund because the "return has been deemed non-Saks merchandise" and informed me the fulfillment center is mailing the merchandise back to me. After explaining a couple times that the merchandise I returned was the merchandise they shipped me I realized I wasn't going to get anywhere and asked to speak with a manager. I was transferred to [redacted] who gave me the same reply and said there was nothing he could do because their records show it was not merchandise that would have been shipped from Saks and that he could only reiterate they he is unable to process the return.Desired Settlement: Refund of $600 to my [redacted] credit card ($575 for the shoes plus $25 tax paid)

Business

Response:

Review: I purchased the CHRISTIAN LOUBOUTIN Troopista 120 lace-up leather ankle boots in November from Saks Fifth ave in short hills mall. I went back to the store in December within 30 days because the garment came off and one of the loops broke. I spoke with Kerri and she then called the Manager over. The discussion was that she would get the boot repaired or order me a new pair. I left my number and email. Then I waited about a month later and did not hear from anyone. I called the store and spoke with Kerri again and she said that the Shoe Manager had left for vacation and had done nothing with my boots. They were just sitting there. Then new Shoe Manager Loraine got on the phone and said she asked why my boots were just sitting there. She said she would call me with a update as she was going to contact paris to get the parts to replace them. Well then 3 more weeks went by and I had to call the store to speak to her. I left a message and then keep hearing she was in a meeting. She returned my call 2 days. She said she emailed Paris, that she was supposed to do 2 weeks ago. Now it has been almost 3 months and no shoes, on top of that I called the Corporate Saks and was told I would get a call back within 24 to 48 hours, well she has yet to call me back as well 3 weeks later. I have left this lady messages and called several times. She never answers the phone or returns call. What kind of Corporate Customer Service is this. My next step is small claims court.Desired Settlement: I want the money I paid for the boots back. 1395. I don't want the boots anymore, I have not wore them in 3 months and its about to be warm again.

Business

Response:

Our Short Hills General Manager learned of our customer's issue with her Louboutin boot approximately the second week of January. She immediately contacted the buying office and ordered the missing grommet hardware (piece to lace up the boot). The piece comes from France and takes a minimum of 3 months to come into the country. She had three separate phone conversations with our customer at this time and Our Sales Associate left two voice messages; knowing the Customer wanted continued communication, Our General Manager left our customer a voice message on 2/** confirming once again the length of time for the piece to arrive and asked her to call if she wanted to discuss further. Our Sales Associate left a message on 2/** and left an additional message as well. At this point, we are waiting for the piece to arrive. We have been in touch with the buying office several times and have confirmed the order. As soon as we have additional info to share with our customer she will be advised.

Review: Firstly, I would complaint on the purchasing experience with Saks Off 5Th online store. I purchased Armani Collezioni Shirts on [redacted] Oct 2014, Instead of that, Saks Off 5th changed the product description page as well as the shipment to SAKS Fifth Avenue Black brand shirts without any notice. When I received those shirts, I found it's not the items that I purchased at all, so I contact the service agent from Saks, they have advised that I could sent it back, I did that, after I sent them back, till now I have not get the refunds!Desired Settlement: Refund me the total amount that I've paid for ($179.98), and I also need the explanation on why Saks could change the shipment goods without notice, and why the refunds could drag for so long?

Business

Response:

4/**/2015Dear Sirs:We understand our customer’s concerns in regards to the Off 5th order [redacted]. We have extensively researched this matter together with our senior level management at our distribution center. Unfortunately they were unable to locate the return of the customer’s package. As a result of their findings, a credit refund in the amount of $180.00 has been credited back to the customer today April [redacted]. We ask the customer to allow 5-7 business days for the credit to reflect in their available balance. Thank you.

Review: I was shopping on the Saks.com website for a Marc by Marc Jacobs handbag. I was on the Marc by Marc Jacobs Classic Q Hillier Hobo. At the bottom of the page it has an area that says "Customers Who Viewed This Item Also Viewed" and it listed the Classic Q Fran Tote for $179.20 (with a picture of a black bag). I proceeded click the image and it brought me to the actual page for the bag where the price of the black bag (the only bag color advertised on the page) was $448. I proceeded to contact customer service regarding the miss-priced item and they proceeded to tell me that the black was not the color on sale and it was full priced. I asked them to please show me on their website where the sale color and price were associated to the $172.20 they had advertised. The [redacted] told me "You do not have the ability to see the $179.20 price with a color associated to it because the colors are sold out. I have searched our pricing history and confirmed that the price of the Black color was never offered at $179.20. The colors that were on sale were: APRICOT ROSE / METEORITE / WILD RASPBERRY / WHITE BIRCH / VIOLET / BLUSH / ELECTRIC STAGE BLUE". However, I looked at multiple other bags that were on sale and they had shown colors at sale prices as sold out, along with available colors. This should have been done with this bag, if this was the case. I was told there could be nothing done. I do not feel it is acceptable to falsely advertise a product and not honor a price advertised. If it was for a different color and it was no longer on the website, then the price should not continue to be up on the website. I can provide screenshots if necessary.Desired Settlement: Honor the price advertised on the website.

Business

Response:

Tell us why here... We understand our customer's concerns regarding the Marc Jacobs Classic Q Fran Tote and have extensively researched this matter. We provide our customers the opportunity to view similar merchandise as an option in the event that their item in not available. Although this Tote was available in several colors, the black color never sold for less than $448.00. Due to limited inventory, the remaining colors quickly sold out at the reduced pricing. We understand that our customer has expressed disappointment and frustration and it is never our intention to miscommunicate any information on our website. In a very sincere effort to demonstrate that we truly care, we are happy to extend an accommodation in the form of 20% off the purchase of the Tote. If the customer would like to purchase the Tote, they would need only contact [redacted] to redeem the offer.

Review: On 11/**/14 I placed an order for a dress via the Saks Fifth Avenue website. The dress was $357 and shipping was free. I received the dress a few days later and tried on it on. Unfortunately, the dress was too big, so I planned on returning it. However, when I went to remove the dress, the zipper got stuck about half way down where a leather strip runs horizontally across the dress. I tried everything to get the zipper down, including getting the assistance of my husband. Whatever we tried, we could not get the zipper down past the leather strip. Please note, the dress was swimming on me, and this was not the case of a dress that was too tight. Finally, we had to tear the zipper to get me out of the dress. When I returned the dress, I put a detailed note in the box about the defective zipper. Please note, the dress was tried on once, never worn out of the house, and had all tags and original packaging. Today I received the dress back from Saks indicating the dress was being returned to me since I returned it to them in "unsellable condition", and I would not be receiving a refund. I went onto the website and communicated with a Saks rep via the chat function. He similarly told me Saks would not take back the dress. I am livid that my husband and I spend a crazy amount of money with Saks each year and they are treating me like I am trying to pull a scam. I am also livid that I was sold defective merchandise and Saks is refusing to stand by their product. It appears as if this is a common problem as there is one review of the dress on the Saks website. It is a negative review posted 10/**/14 in which the writer says the zipper got stuck "a the leather part".Desired Settlement: I am demanding a refund in full of $357. If Saks wants their defective dress back, they will have to send me a prepaid label in order to do so. If I don't receive a prompt response, I will be filing a dispute with American Express, as well as leave an applicable review for the dress on the Saks website.

Business

Response:

We are sorry to hear that our customer has experienced an issue with the Marchesa Dress purchased with order [redacted]. The issue has been referred to our corporate office for further review. We understand that returns are important to our customers. Our return policy does state that we are unable to accept the return of merchandise that is not in saleable condition unless it’s determined that there is a manufacturer’s defect. Upon return to our distribution center, our team found no defect with the zipper. At this time we would like to extend a pickup of the Dress to be returned to our distribution center for a second inspection. We will have the package forwarded to a member of our management team with full explanation of the issue with the zipper. We will schedule the pickup with [redacted] for Monday, December [redacted]. The customer will need only place the return receipt and the Dress in the package and tape it. [redacted] will bring out a label. Upon receipt at our distribution center, the team will advise our corporate office of their findings and the customer will be notified.

Review: Packaged showed delivered and signed by me however I wasnt home. ?????

I was due to get a package delivered 10/[redacted] states I signed and provided ID

I wasn't home. I was in NJ at work. I have physical proof

The driver said that they have me on camera to prove. I asked for proof. However saks said that since [redacted] says. They will not be sending me a reship of my shoes. IM NOT ASKING FOR A REFUND IM ASKING FOR MY SHOES. this purchase was for more than 600$. I've called daily and been giving the "oh sorry nothing we can do". I know the conversations are recorded and a saks Rep [redacted] clearly stated to me that they would resolve it however I have a voicemail where they said sorry nothing we can do. It's not fair and should be illegal that [redacted] can make empty statements and than a company like saks takes their word. Saks own reps have said on recorded conversations that [redacted] has many complaints and that this is a common issue.

1-who shows Id if a driver knocks on the door of the person that it supposed to get the package.

2-I live in a nyc housing building on the 5th floor. How would you have video footage.

3-if you have said video why don't you prove it.

4-saks reps said numerous times. That they would resolve it.

5-saks has promised a call from a [redacted] for 3 days and nothing

6-I'm out of $600+ because of a botched delivery? It's not fair. I'm not asking for a refund. I just want my shoes. I worked extremely hard to purchase a pair of overpriced shoes.Desired Settlement: I want a replacement shipped. I never got the package. I paid for it. I just want what I paid for. [redacted] has 100's of complaints for this same issue. I provided my business address for a replacement so that this won't happen again.

Business

Response:

As we understand our customers concerns regarding receipt of their Saks.com order, we have extensively researched this matter. Our records indicate that the package was delivered on Saturday, October [redacted]. Our customer requested next business day service and a signature was capture at the time of delivery. Saks did request additional information from [redacted] as our customer expressed concerns regarding receipt of the package. Per an investigation by Saks together with [redacted], the customer presented a picture ID to the [redacted] driver and then signed for the package. A copy of the signature was obtained from [redacted] as part of our investigation and confirmed. In addition the customer advocate for [redacted] performed additional research as well and the conclusion was the same. As we understand the customers concerns, based on the findings of our investigation our customer’s order was delivered appropriately.

Consumer

Response:

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 identification was NEVER VERIFIED! My police report and complaint states that while [redacted] said they would send the driver at no time during this have they sent the driver back. I offered to send in my photo ID that they state I showed and it was never requested a saks representative over the phone by the name of [redacted] said that [redacted] has numerous complaints against them for this same reason. For shoes to go missing that cost $600 plus and them to do a phone investigation ISNT fair. I have done my part to validate my claim however [redacted] and saks both have done nothing. The driver states I showed my id what would I need to show my ID for if he knocked on my door? Than they state they have it on camera. Show the footage. My building can't be entered by vehicle. The front door is blocked by trees and a long path. This is unacceptable. I am willing to send my ID as well as proof I wasn't home. I am a retail store [redacted] and my DM as well as my corporate office can validate my whereabouts at the time of this "delivery"

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The package was signed for by the customer and picture ID was provided to the [redacted] driver when the package was delivered. We will not be issuing any credit or replacement for this shipment.

Consumer

Response:

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]

No true I will be filing a civil suit through the United nations and have a lawyer get in touch with saks. Their claims are invalid. Not once have they tried to validate

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: When shopping at the [redacted] Off Fifth location on November [redacted] 2014, a large sign outside of the store stated "Black Friday Sale - Take an EXTRA 40% off entire purchase." After shopping and proceeding to the register, the cashier told me that the offer did not apply to everyone - despite the sign and an associate standing at the front of the store talking about the additional savings. I told the cashier this was not right to market and she said she knew and that many customers had been upset. Due to the time I spent picking out my purchase, I still went forward with buying the shoes, however, without the extra 40% off. This advertising was misrepresented and it seems even employees were in on the scam the store was running for this high traffic day.Desired Settlement: I would like to be compensated for the EXTRA 40% off your signage said you would honor.

Business

Response:

I have attached a picture showing the promotional signage for the promotion we were offering on November **, 2014.The picture showing the signage for our promotion; please note the asterisk after the last "F" in the word OFF*, as well as our disclaimer at the bottom of the sign stating exclusions may apply, please ask associate for details. The promotion was a Black Friday promotion, Saks Fifth Avenue is always very conscious of the disclaimer as well as the wording of any promotion we may offer, but especially for the holiday due to the steep discount, we make sure the signage is very clear and does not leave any questions for the customer.The shoes purchased by [redacted] were already 50% off, and were not included in the promotion offering 40% off the entire purchase.Saks Fifth Avenue was specific in stating that exclusion applied and to please ask the associates for details. Saks Fifth Avenue sincerely apologies that [redacted] was disappointed her purchase of Men's shoes discounted at 50% off, were not included in the 40% off promotion.At this time, we cannot meet [redacted]'s request for an additional 40% off her Men’s shoe purchase, as all Men’s shoes were excluded from this 40% entire purchase promotion.Thank you,Sincerely,

Consumer

Response:

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:

That is not the signage that was used in your [redacted] store. I refuse to accept this. There was even a sales associated assigned to greeting customers that morning and telling each one that an additional 40% was taken off ALL purchases, not some and not select purchases. When I checked out of the store and asked the sales associate why the extra discount didnt come off, she told me point blank "The sign out front is wrong and it's confusing many customers." Did this store use old signage? Why was a manager not alerted to this? I am clearly not the only person who feels taken advantage of and swayed by a seemingly purproseful inaccurate sign.Not training your associates properly is not the fault of your customer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a birthday cake on 5/**. Their website said it will take 4-5 businessdays to deliver. That means I 'll receive the cake no later than 5/** not mention I choose rush delivery and paid additional shipping fee to make sure it will arrive on time. Yesterday I checked with their customer assistant to track my order, they said it's be prepared and waiting to ship. And the assistant PROMISE to summit a request to have it shipped yesterday. Today I check with them again, they said there is no showing that the request was submitted! That means they LIED to their customer about how they will assist. What make me more angry is today's customer assistant. He keep asking me about how can he further assistance me like he has no patient to help me! I asked him can my order arrived no later than 5/** from the very beginning and he told me nothing but keep saying the same thing about what I already know from their website. Every question I asked has no solid answer and he keep saying there is no guarantee about this and no guarantee about that. I choose Saks fifth avenue cause they seems that I can trust. But truth is opposite. Their customer service can't do any true assist but to blur the distinction between right and wrong. Not mention the assistant has no patient and true willing to help me solve problem! It is a birthday cake! There is no meaning of BIRTHDAY CAKE if it can't arrive on time. I just want to cancel the order and get my money back. And I'll never buy anything from Saks fifth avenue!Desired Settlement: It is a birthday cake! There is no meaning of BIRTHDAY CAKE if it can't arrive on time. I just want to cancel the order and get my money back.

Business

Response:

The item purchased by our customer ships directly from the vendor. For guaranteed freshness the cheesecakes are prepared made to order and require a shipping method of rush delivery to prevent perishing ; since the item is specially prepared the vendor estimates a total delivery time of 4-5 business days for orders placed before 3 PM (ET). Unfortunately our customer placed this order on 5/** after 3 PM (ET) which delayed the vendor from receiving the order until the following business day. The order was received by our vendor on 5/** , and was scheduled to deliver to our customer within the estimated timeframe of 4-5 business days (Wednesday, May **, 2014). We sincerely apologize for any confusion or inconvenience this process may have caused. We make every effort to communicate shipping timelines to our customers by including information on our website as well as the e-mail order confirmation. According to our records this order was canceled per our customers request. A full refund should appear on the original method of payment within the next 3-5 business days. Additionally, as an apology for this incident we have shipped our customer a $25 Saks Fifth Avenue gift card that may be applied toward a future in store or online purchase. This gift card should arrive within the next 7-10 business days to the address on the order.