Saks Fifth Avenue

Review: I have ordered 6 different items from saks fifth and I had problems with every single item. Item #1 was ordered on 12/*/14 and was never delivered to my shipping address. when I tracked item#1 it had been delivered to a different location. Therefore I contacted saks fifth to find out who had signed for the item. They have informed me that the item was returned back to the store because when they delivered the item they said I never existed or the worker probably did not know me. I explained to the rep that has to be incorrect because I had it shipped to my workplace and there is no way that my employees do not know me because I am the manager. She then explained that there isnt anything she can do about it but I can order another item and a refund will be processed. Then I called [redacted] to confirm why the item was returned and [redacted] had told me that saks never put my company name on my order. So I asked about item #2 and #3 and they said #2 had my company name and #3 did not. [redacted] told me that me as the recipient cannot make any changes to packages. Therefore I called saks fifth again to ensure I will not have any problems receiving item #3. They had told me that at this point they could not do anything but I would need to call [redacted] everyday because they will only allow change on a package when it is at a facility. Then I confirmed the status of item#1 again and they said the item will have to be reordered. So I ordered item #4. Next day I receive item #2 which came defected and also I received item #1. frustrated I called saks and informed them about the issue. The rep told me I would have to return those items to receive credit back. I explained to the rep that [redacted] locations are not convenient for me so they had agreed to have the items picked up however they would have to send 2 personnel to pick up the item because one employee only takes one package Then I explained to the rep that item #2 is very important for me to receive by christmas because this particular item was hand picked. I was told that if I order the item again I would have no problem receiving the item by christmas. I reordered the item online #5 and verified with the rep that there will be no issues.Next day only one person showed up and only one item was taken. So I had to drive out to a [redacted] location to drop off the other item. Then I patiently waited. 4 days later on 12/** I was notified that item number 5 has been cancelled. I called back frustrated and spoke to a [redacted] and explained everyhthing that had happened. The [redacted] had stated that all online items get processed by the store so if no one fills the order it gets automatically cancelled. I explained to the [redacted] that this item is very important for me to receive by christmas and the [redacted] said there wasnt much that he can do because if I reordered the item I will not receive it by christmas. He said that the only way I have a chance of receiving it by christmas is if I call stores around the country to see if they have the item in stock and willing to deliver it to me. The hunt began I called different locations around the country to try and locate the item. I finally found a store that had the item and ordered it over the phone on 12/** which was item#6. I had been told that I would receive a non defected item by christmas. I was ok with that atleast I would have all my items on time. I began to track the item on a daily basis and on 12/** evening I received a tracking number. I was confident I would receive the item. however on 12/** and 12/** there was no movement in the package so I reached out to the store one 12/**. They had informed me that the item was misplaced and the item was never sent out for delivery so I explained everything that had happened again and they agreed to over night the item so I would receive the item on 12/**. On christmas eve we could not miss this item so my husband took an unpaid day off from work just to receive the item. He waited all day and we did not receive the item. So we cancelled out plans and waited for the item at home at 8pm we received the item and opened it. We had received another defected item. I was so upset at the situation which made me call in to file a complaint with a manager. I explained the situation calmly and the [redacted] had told me since I made the decision to order it with a store I would need to contact the store directly to have the item resolved and was very rude. I explained to the [redacted] that one of the other managers were the one to direct me to place the order with the store and since you guys are the same company I expect someone to take ownership of the situation and then requested for the executive office so I can file a complaint on their policy and procedures. He very rudely said that there was no point of me called executive office because I would be directed right back to him and they would do nothing. Then he hung up on me. I called back and received the phone number to the executive office. I called the executive office and they apologized and said they will take care of the situation right away and will reach out to me latest by 12/** til this day I have not received a call from anyone trying to help me resolve the issue. All these errors were made from saks fifth and I believe it is not right to treat their customers in the matter. people shop online for convenience and to save time. But this process has been a nightmare. I have called sax fifth so many times in the past month and I had to take time out of my day to go to [redacted] and my husband had to take the day off unpaid just to receive a christmas gift. After all these issues no one is willing to take any responsibility and every employee just tries to push away the problem. Now I have a defected sweater sitting at my house and I did not even receive credit back to my credit card for the 2 items I returned back in the middle of december.Desired Settlement: I will like my credit back as well as for saks to figure out a way for me to return this damaged item without any hassle to me. Also I would like to be compensated in some way for my time and the gas spent to drive to a [redacted] location and for my husband taking off from work,

Business

Response:

Dear Sirs:We understand our customer’s concerns regarding the Off 5th orders. We have extensively researched this matter to provide resolution. The items in which caused concern, were shipped to the customer directly from our Off 5th stores. Our customer has advised that the sweater received from order [redacted] was received in less than perfect condition. The customer may return the item back to us with the receipt. Once received, we can process a credit refund. On December [redacted] the customer ordered a beaded sweater which was returned because of missing beads. A credit refund in the amount of $27.99 was returned to the [redacted] on December [redacted]. On December [redacted], the customer purchased a Rabbit Fur Vest which was returned back to us because of an issue with the shipping address. Our review indicates that the shipping label was addressed appropriately. Because the item was returned, a credit refund in the amount of $140.74 was returned to the [redacted] on January [redacted]. Unfortunately the return shipping charge was not credited. We will request $9.50 be credited back to the [redacted] within 5-10 business days. We understand the customer’s frustration with the orders placed. At this time, we would like to extend an accommodation in the form of a $50.00 Gift Card to be mailed to the customer. The customer can use the Gift Card with any future purchases. Tell us why here...

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]

This does not resolve my issue. I had to order this sweater 3 times and still I did not receive a one that is giftable. Also, How would I return this item? It came in a flimsy envelope that cannot be reused and I do not have a box to put it in and how would this item get returned? are you requesting that I drive down to the local store or to my local [redacted] and purchase a box? I work all weekdays and saturdays. I believe have been very patient and accommodating to your company thus far and my aunt is still expecting this sweater, I need a replacement with a non damaged item. Send me a new sweater at no cost and 50 dollars gift certificate and I will drive down to the local saks store to return the item in person and I when I return this item I expect the shipping and tax back not just the item cost. If the sweater is no longer available I believe I deserve more than 50 dollars in compensation to purchase a box or to take the day off to drive down to the nearest saks which is far. Also because if the sweater is no longer available I would need to find a new gift for my aunt.

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

Sincerely,

Business

Response:

Response [redacted]Dear Sirs:We understand that the customer has additional concerns with regards to the receipt of Off 5th orde[redacted]. We have further researched the issues that have caused additional concern. A $50.00 Gift Card was issued and mailed to the customer’s billing address on January *, 2015. Since the customer expressed that they did not receive the Gift Card, we will request that a new one be sent out. We are happy to extend an offer to have [redacted] pick up the item which the customer wants to return. The customer can use their own box and we would ask that they place the return slip inside with the sweater and seal the box. To make sure that we pick up from the correct address, we ask the customer to respond back to [redacted] with the information. Additionally, we ask that the customer confirm the correct address to ship the Gift Card. Thank you.

Consumer

Response:

Hi [redacted] I have received everything from saks fifth today.Thank you for your help! you may close the complaint

Review: I placed an order with saks online and didn't receive it even though they claim that it was delivered. I have been trying to solve the problem for 5 weeks and they are very rude and they are trying to threaten me and accusing me of lying. This is the worst company I have ever dealt with. Their customer service is very discriminatory and they use a threatening way as if I am lying. I work all day and I am not home from 7:30-7 every day. I didn't receive any packages and there has been hundreds of robberies and stolen packages in my area within the last few months. I do most of my shopping online and I always have to sign to get my packages. So why did Saks leave the items without my signature? and where did they leave them if they really did? Saks is accusing me of lying and I have never encountered such issues in my life with very disrespectful and unprofessional people. SHAME on SAKSDesired Settlement: I'm hoping that someone will hear my complaint and help me with my issue because I don't need to lie or make up stories because I have the money to buy what I want. I am very hurt with all that saks has done to me and I expect a refund, or merchandise delivered as soon as possible.

Business

Response:

There were 6 different orders which were delivered on 4/*/16, 4/*/16, 4/*/16, 4/*/16, 4/*/16, 4/*/16. Total Claim – $10,146.50All orders were delivered to the address listed on the orders, and were placed using customer’s user ID and password. Further research shows that one of the orders were exchanged in our customer’s local Saks Fifth Avenue store on 04/**/2016 for two YSL handbags totaling $2*15.00. A credit of $5**.30 was issued to an EMC (store gift card). A driver’s license was presented and recorded for the return. The return receipt shows that the saks.com invoice was present during the time of the transaction. The exchange was later returned in the same location on 05/**/2016, and the same EMC was reloaded. On the same day, our customer opened a Saks account and purchased a Chanel handbag. She also used the EMC to cover the payment. Notes on the account state that she called back on 05/**/2016 to inquire about the 10% off / First Day discount. Our customer advised us she never received these orders but said there were hundreds of robberies in her area within the last few months. [redacted] has released her dispute as not fraud and the customer will not be credited by Saks for these shipments. With this information, we believe that the orders are not fraud and were received by the customer.

Review: I returned my order #[redacted] to SAKS on 01/[redacted]2015 ([redacted] by [redacted]) which delivered on 01/**/2016. However, I still didn't get the refund on 02/**/2016. I contacted then and they said they received an empty box and have shipped it back to me ( which I never received). I explained to they that I kept the drop-off receipt from [redacted] for the returning package, it has the weight of 4.45 lbs (the same weight as what I received). They insist on that they received an empty box (without any proof) and never reply to my response again. How could an empty box has the weight of 4.45 lbs? Besides, I never received the so-called empty box that they said they shipped back to me. I doubt it is their staff that steal my package!!! I also got shocked by their attitude. If it is truly an empty box they received, shouldn't Saks, [redacted] (the shipping carrier) and me discuss it together, to make sure what's wrong with the package? How could they never replied?Desired Settlement: Saks should refund me for the returned order.

Business

Response:

We understand our customer has concerns regarding the return of order [redacted]. The customer advised our office that two pairs of shoes were returned back to our distribution center. Based on our findings, our distribution center received the returned package on January **, 2016. When the box was opened, our specialist found two vendor boxes inside along with the original return form indicating the customer was returning the items due to a problem with sizing. Unfortunately the shoes were not inside the boxes. The outgoing shipping weight for this order was 5 lbs. and the return weight 2 lbs. We will be unable to honor our customer's request for a credit refund based on our findings. If the customer can provide a photo of the [redacted] receipt showing the package weight at 4.45 lbs., the receipt can be scanned and attached to an email address sent to our corporate relations advocate [redacted]. Upon receipt, we will further review.

Review: On Monday May *, 2014. I Shopped at Off Fifth Saks Fifth Avenue. An employee name [redacted] helped me with jewelry. She start pressuring and harassing me about applying for a credit card. Her first tactic was that it was a really good credit card. I SAID NO. The second tactic was that I can receive free shipping and returns. I SAID NO.The third tactic was it can help with my credit, I will receive reward certificates, and that's how all of the [redacted] get their Channel and name brand items for cheap. The fourth tactic was that it is a really great card, she look out for her own people and that she would not offer the credit card to [redacted]. The fifth tactic, after she rung up everything at the register, was that my total will be $80 with all of the discounts.Then I agreed on the basis that all of my items will total $80. I was approved for the credit card but my total came to $114. 50. She said that this price will be lower on my first statement and I will see my discounts on my statement. Then she start ringing up the shoes. Then I was very confused. Then she said the shoes was not included in the the total of $80. I felt like I just been hustled by a liar and a [redacted]. I left and came back because I didn't feel like she was telling the truth about the discounts will show up on the statement. When I ask the [redacted], he said that was not true and that all of my discounts should show up on the receipt. When she was asked, she acted like she didn't remember making that statement that the discounts will show up on my statement. She said she thought my total would be $80. [redacted] told me that most he could refund to me was $17.39 and claimed she made a mistake. I talked to an arrogant, condescending, unsympathetic manager at customer relations who was unhelpful and said that the statements she made was not racist.This employee lied and used every tactic she could think of including racism to convince me to apply for credit. Im obligated to $76.30 refund.Desired Settlement: My total was $163.69. I was credited $17.39. I only applied for the credit card on the fact that the total will be $80. Im owed $76.30. I can't stop someone from being a [redacted] but the lie she told need to be corrected. This employee deserves to be punished for preying on customers.

Business

Response:

We have decided to issue credit to this customer's Saks account for the $76.30 she says she was due. The credit is on her account as of 5/**/14.

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 and I hope the employee will be counseled about racism.

Sincerely,

Review: I just got my worst experience from shopping with Saks. I got a $50 off $250 coupon. So I placed my ordered online on 11/**. Then on 11/** I got email said my order was cancelled due to my credit card issue. I called my credit card, they verified there's no issue there and Saks was the one cancel the purchase. I called Saks and the lady was nicely help me to replace my order again, but she can't apply my promo code, because it was used already in the cancelled order and she can only give me credit after the new order goes through. Fine now on 11/**, I got an email that the order was cancelled again stating my credit card issue. There's no issue with my credit card at all. I call Saks again, and this time the lady said I should have got a call from Security department to ask me to confirm my credit card. I didn't get the Security call and my phone is working fine just like last time. So what is this mess I have to keep placing order and let the Security department cancel, while they not even calling me or the Customer Server can't contact them either. I email to try to resolve the issue, and they replied said my issue was already resolved via another contact channel and tell me to call the same number again. This is just a joke. They simply don't let me buy and now I lost my promotion coupon.Desired Settlement: They should contact the security department and tell me what is wrong with my order and credit card, so we can correct the issue and complete my order with my promotion discount. They can also reissue my $50 off $250 coupon so I can at least use it back in a real store. On top of correcting the order, they should compensate my wasted of time, headache and emotional impact dealing with this issue they have created to me.

Business

Response:

Upon further review we did determine that the orders may have been cancelled prematurely; the customer should be able to place an order with Saks if the bank issuer authorizes the transaction. We will try to call our customer to assist her with placing a new order.

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]

I still haven't got contacted by Saks. Their response sounds not sincere and the issue was understated. They simply want me to go thought the same online purchase again without any compensation. I don't have any confident at all with doing my purchase again through the Saks online website with their poor online purchasing system and the not so helpful customer service process. Even the purchase can be completed, I'm afraid there would be shipping issue later on. I would preferred they can reissue my $50 off $250 coupon, so that I can bring it with me to make the purchase in store directly. They should also offer me another mean of compensation, like a $50 gift card, for the trouble they have created to me besides the coupon I should already entitled to.Thanks,

[redacted].

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

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:

[Your Answer Here]

I did got a voice message from a lady from the Saks Security Department on 12/*. However when I called back, she was not available and her coworker told me the customer service department would offer me the solution, which in turn transferred me back to the customer service department. The representative told me he would replace my order via the phone and deduct that $50 discount, while the Security Department would ensure the purchase would go through. However I don't need those items anymore as I got another discount from another department store and purchased them already. He told me he cannot reissue my coupon for me to use in store. He offered me that I can find what I want to buy again, then call back with referencing to my previous order number, and they would give me the discount again. I was ok with that solution thinking just to end this stupid issue.However with the message provided here, it bother me again as Saks simply want to make up story to cover their bad customer service and poor purchase process. My $50 off $250 purchase, $100 off $500 purchase coupon for Saks was sent by my bank [redacted] as a Christmas offer. It stated clearly it can be used either in store or online. Since I used it online and they cancelled my order, I can't used that in store anymore. The fact is different than what they stated in the reply here. Since now that the reply mentioned they could actually issue me the discount, mail to me so I can use in store. So that mean the customer service representative was actually lying to me when he told me they can't give me the discount for me to use in store when I called back.I feel Saks was completely dishonest in this issue, and I demand them to send me the gift card, or discount card, or coupon in the value of $100 via mail just like they have replied here. Given that my potential lost was actually $100 from my original coupon, and not the $50 discount that I was originally demanding to get back because of the cancel order. My address is :[redacted]Thanks,[redacted].

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

Sincerely,

Business

Response:

We understand our customer has additional concerns regarding cancellation of the Saks.com order. The issue was presented to our corporate office who has further researched this matter. The $50 off $250 spent discount applies to online orders only. Since the customer has expressed that they may want to shop at one of our Saks stores instead of online, we are happy to extend an accommodation in the form of a gift card in the amount of $50.00. We will have the gift card mailed to the customer's shipping address provided on the order.

Review: On or about Jan **, 2015, I returned the Prada Saffiano Leather Card Case (Order #[redacted]) due to its poor manufacturing. It was received and inspected by Saks and returned back to me on Jan **, 2015. I indicated on my return to Saks that the bottom right side of the card case was pealing. Saks indicated on their return "UNFORTUNATELY, WE ARE UNABLE TO ISSUE A REFUND TO YOUR ACCOUNT BECAUSE OUR RECORDS SHOWS THAT THE RETURNED MERCHANDISE HAS BEEN WORN OR ALTERED AND ARE NOT IN SALEABLE CONDITION. ALL MERCHANDISE IS INSPECTED BEFORE SHIPMENT. ALL COSMETICS MORE THAN 25% USED WILL BE RETURNED." As you could see, the letter included in the return does not apply to a leather card case that has poor manufacturing. Maybe I just got a bad merchandise. Anyways, this is not normal wear & tear, if it was, it would also show peeling on both sides of the card case—not one side only with the rest of its body being in perfect condition.Desired Settlement: Please replace my card case as soon as possible. I do not want credit, I just want it replaced for the same exact one.

Business

Response:

[redacted] Revdex.com #[redacted] Response to Customer 1/**/2015Dir Sirs:We understand our customer’s concerns with regards to the return of the Prada Card Case and have extensively researched this matter. Our records indicate that we received notification from the customer that the merchandise purchased on September **, 2014, started to have peeling issues on the side of the case. We requested that the customer return the item so that we could determine if there were any manufacturer defects with the product. Upon inspection it was determined that the bottom corner was peeling due to normal wear and tear and no vendor defect was found. Additionally, the pockets were slightly stretched where the cards were inserted. Based on the information provided we are unable to offer a replacement card case at this time.Thank you,[redacted]

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:

Hello [redacted], yes, the pockets may have been stretched which is apparently normal as cards are inserted, however, my claim is not for the stretched pockets but the peeling on the bottom right side. Bottom Left side as well as upper left and right are perfect condition. My claim is solely on the left side coming apart. This should not occur with normal wear, if it did, it would peel on other sides as well. I am irate that you were not able to replace my card case, even as a one-time courtesy. But it is my fault, I should shop at [redacted] in stead of Saks. Once again, I am attempted to resolve this matter one last time for a replacement, I do not want my money back like most customers do, I just want it replaced. Failure to resolve this matter will constitute in SAKS FIFTH AVENUE LLC's failure to mitigate their damages and the attached draft lawsuit will be filed at the [redacted] County Small Claims. PLEASE GOVERN YOURSELVES ACCORDINGLY.

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

Sincerely,

Business

Response:

Tell us why here...We have re-scheduled the [redacted] pick-up for Friday February [redacted] ts the customer has requested. Thank you

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. [redacted] picked up the package to be returned to Saks for a refuend and a New Order has been placed for the same item Order #[redacted].

Sincerely,

Review: Saks Fifth Avenue's online store, Saks.com, was offering a gift card promotion for the Holidays, where for purchases greater than $1000 you received a $100 gift card, and for purchases greater than $2000 you received a $450 gift card.

I tried placing an order of over $2,000 on Saks.com and had an issue with redeeming the $450 gift card that the website was telling me I was qualified for. So I called customer service and was on the phone for over an hour with the rep trying to help place the order for me and figuring out what was wrong since every item in the cart was noted "Gift Card Promo eligible" underneath. The cart however only showed "$100 gift card" in the cart.

I was told perhaps an item was not on the eligible brand list, but then they could also see that each item had "GC eligible" noted on their end. I have a screenshot of the website telling me that I had qualified for the $450 GC as well. After several excruciating phone calls with the reps, I was told to go ahead and place the order online even with the $100 GC showing, but I would get the $450 GC even if they had to override it. They promised I would get the $450 GC.

What I received was a $100 GC. I called Saks again and the representative saw the record in the system saying I was due $450, and that she will submit the request to resolve this again. A day or two later on 12/**, I received an email confirmation saying I was approved and will be shipped the correct GC within 14 days. When I didn't receive anything after almost 4 weeks, I contacted Saks again, where I was notified my request was denied during a second review. Too bad I was not notified of this update and only found out when I called to get a status check a month later.

I can send screengrabs and emails with Saks representatives as proofs of how the website was providing contradicting messages that makes this promotion look like a bait-and-switch scam. I am tired of speaking to customer reps promising something and the company not delivering, and me wasting my time trying to get what I was promised. I would not have done all my Christmas shopping at Saks and spend so much had I known how difficult it would be to get what was advertised and discussed.Desired Settlement: I would like Saks to honor what they promised and send me the GC in the correct amount that they promised in their advertisements and website and personally.

Business

Response:

We understand that the customer has concerns regarding the promotional gift card received with order [redacted] on December **, 2015. After careful consideration, the gift card was increased from $100.00 to $450.00 on January **, 2016. The customer has been accommodated with the increase and is welcomed to use the gift card on their next purchase.

I have placed an online order on March [redacted] with the code they sent to me which is $50 off on order $200 and more. because their system I couldn't place my order so I called their customer service to applied for me and they said they will refund the $50 to my card. However after 2 week I only get $25 refund so I called their customer again and they told me I only qualify $25 off order $125 and more. I send them my prove and pictures customer services name and my card code again. In fact, THEIR services are very RUDE! Talked to their supervisors and he told me he can't do anything about my order! Will not buy form Saks NEVER again!

Review: I bought a pair of maternity jeans on their website and then sent them back because I realized that they no longer fit. Brand new, with tags. The jeans were over $100 and realizing that I was working with a high-end retailer like [redacted], I didn't think twice about it. They credited me about $40 for my $100+ jeans because I had purchased them more than 30 days before. I asked for them to please send me the jeans back and take the $40 back then, because I could sell them for more than that on [redacted]. They said that they cannot do that. I have never had an issue like this before with a high-end retailer. Ridiculous.Desired Settlement: I would like the original purchase price refunded or at least for them to send the jeans back to me so I can sell them elsewhere. These are brand new, never worn expensive jeans with the tags still on them so I don't know why this is an issue for them.

Business

Response:

Tell us why here... We understand our customer's concerns with regards to the credit refund received for returned merchandise. Our return policy does state that we can accept returned merchandise if in saleable condition because we understand that returns are important to our customers. Merchandise, with the exception of watches, electronics and jewelry, presented after 30 days from the date of purchase, will be credited based on the current selling price. Our return policy can be found on our website under the category Shipping and Returns. Based on this information, we will be unable to honor a full purchase price refund.

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] I said that I wanted me pair of jeans back then because I bought them for over $100 and they gave me like $40 back. I understand their policy which is why I just want my jeans back.

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

Sincerely,

Business

Response:

Tell us why here...We understand that our customer has expressed additional concerns regarding the return of the jeans. We have extensively researched this matter. Unfortunately once a return is processed, we are unable to locate the merchandise to ship back to the customer and reverse the credit refund. The customer received a credit of $45.09 on December **, 2014. Based on our return policy regarding merchandise received past 30 days from date of purchase, we are unable to provide a full purchase price refund.

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:

I am asking to send me the jeans back to me and take the credit back from my credit card. I am not asking to explain the return policy.

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

Review: I have been receiving advertisements from Saks Fifth Avenue regarding sales and other items, even though I have repeatedly requested to be taken off the mailing list. They are coming to my place of employment, which is embarrassing. This is apparently because I had one package delivered to my office months ago, and I only had it delivered to my office because I would not be home to sign for the package during business hours. I was told I should have expected to receive catalogs for a few months after the request to stop, but several months have elapsed and I continue to receive mailings. Also, I'm receiving much more than catalogs. I have emailed customer service representatives on at least 4 occasions and have called the customer service line to no avail.Desired Settlement: I would like my address to be removed from their mailing list.

Business

Response:

We have coded our client as: "do not mail anything"today (4/**/14). We apologize to our customer that she had to make this request more than once. If anything is already pre-labeled, she may receive something in the next 4 weeks, but should stop after then. Our apologies again, for her inconvenience.

Review: I have a pair of christian Louboutin shoes.I only wore them once and the bottom is messed, I would really like to exchange them for another pair or get a refund because the shoes were not even worn a full day.Desired Settlement: I would like a refund or replacement 4 a new pair

Business

Response:

In July 2013, this customer was issued an accommodation credit for a similar issue in our [redacted], VA store. The red bottoms or soles of the shoes are painted, and the paint does scrape off with use.

We will not be issuing any credit, exchange or return for these shoes, as the red comes off with normal use, and there is no manufacturer defect.

Review: On 10/** Saks advertised on line Elizabeth & James dress Maria laser cut at 25 percent discount as aprt of promo (THANKYOU) code. I tried to check the dress out but the code did not work. I called Saks and they told me the promo is only for US 4. As far as I know, no other merchant has this type of arrangement. Anyway, it was not indicated online. Suggested that they clean their mess and offer all sizes or none as apart of the promo. Couple hour later, I was able to check out the dress in US 12. On October **, 2015, Saks notified me that the order was cancelled because the item was out of stock. I went online and US 12 dress is available. I still want the dress at the advertised price. This is just giving the customer run around. Please make them stop this practices and honor their promos. They just drive you crazy.I have the original order, copy of the screen showing the dress is in stock and copy of the cancellation e-mail but I can attach only one file.Desired Settlement: Delivery at the advertised price.

Business

Response:

We understand that the customer is concerned regarding

the cancellation of the Elizabeth and James dress from Saks order [redacted]. We have extensively researched this

matter to understand the reason for the cancellation. Our records indicate that

when the order was placed, the dress was out of stock at our distribution

center. At the time, there was limited inventory in the size the customer had

purchased. Some of our Saks stores still had remaining stock and the order was

placed. When a store locator order is placed online, we do depict a disclaimer

indicating that the item will be shipped from a store and that the order may

cancel if that store no longer has inventory. Unfortunately the order did

cancel. From our review, we do show that the dress is currently back in stock

at our distribution center. We have confirmed with our partners that the size

12 in black is available for purchase and we would like to extend the customer

an accommodation to use the THANKYOU promotion for a 25% discount. The customer

would need only contact our office and refer back to order [redacted] to redeem

the offer. In addition, we will also extend free overnight delivery.

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. Just in case, I waited until the dress actually arrives.

Sincerely,

Review: I place an order ( [redacted]) on 10/**/2014, however part of the order needed to be exchanged. The ** from Saks asked me to return the items that needed to be exchanged and then placed a new order( [redacted]) for me. I was charged for the second time without receiving refund at that time. However when the new order was shipped I realized the ** ordered the wrong size for me. I immediately contacted Saks and they contacted the shipper and have the new order back to their warehouse. I was told by the** that I will be credited back for both of the order in couple days and then I can place another new order. Thus far I have received the refund for the items I sent back in the first time, however I have not yet received any refund for the new order ( [redacted]). I contacted the costumer service twice and was told no refund was issued yet.Desired Settlement: refund for order [redacted]

Business

Response:

We understand our customer’s concerns regarding the credit refund for the trench coat and have extensively researched the issues. Our records indicate the customer was credited for the return of both items from Order [redacted] in the amount of $1,459.98. A new order was placed for the same trench in a different size. Unfortunately the size was incorrect and we requested [redacted] to return the package to our distribution center. The package has been received and we will issue a credit refund back to the customer for the full purchase price of the coat. Normally this process can take 5-7 business days for the credit to reflect back in the customer’s available credit limit.

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: I have called SAKS at least 5 times about this. I ordered 6 dresses on September **. Order # [redacted]. Four dresses arrived within 10 days, the other 2 will not arrive until November *. I informed SAKS to simply send them via the U.S. postal service, but they chose something called smart post via [redacted]. I informed them several times that the best way to send something to me is [redacted], but they insisted on sending it [redacted]. I finally talked with a [redacted] who said that she has gotten many complaints from customers about this issue. So, if SAKS is getting many complaints about this new method of shipping then they need to go back to the old way.Desired Settlement: They have a responsibility to listen to their customers...If the customer says that the [redacted] is the best way to get packages to the customer, then SAKS should do it. I have a U.S. military address because of this Smart Post/[redacted] is NOT the correct way to send something to me...Again: Saks needs to listen to the customer...I can and will take my business elsewhere if you do not fix this problem. What a shame, as I have been an online customer for years. FPO and APO addresses are better served via the U.S. postal service. How many ways can I say this?

Business

Response:

As we understand our customer's concerns regarding the delay in shipment of [redacted] order [redacted], we have extensively researched this matter. Two items from the order were to be shipped from our [redacted] stores. Unfortunately our stores are unable to ship merchandise to military addresses. As this was an unfortunate mishap on our end, some packages did ship. We do apologize and understand this has caused frustration for our customer. We are working diligently to make sure this type of issue is resolved and does not occur on future orders. As an accommodation for the inconvenience in which our customer has experienced, a credit refund has been applied for the purchase of the two dresses. A credit of $118.98 will be placed back on the customer's card within 3-7 business days. If our customer would like to return the dresses upon receipt, they would need only to contact [redacted] and the order will be notated to accept the return.

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: Ordered sunglasses and was sent men's squares. called customer service and was given the run around. Rude and unprofessional. They could not send me the correct item. even though they messed up. I was told to return the package and [redacted] would pick it up and I would be refunded. I did .Desired Settlement: I returned the items and red ex picked them up. refund my money already. Saks messed up and I am paying the price. I was told I would be refunded already. No refund yet.

Business

Response:

We understand that the customer has concerns regarding the return of the sunglasses purchased with Saks order [redacted]. We have reviewed this matter to offer resolve for the customer. Our records indicate the customer advised our office that the sunglasses were not as depicted on our website. We sent out FedEx to pick up the package so that we could issue a credit refund. The package was delivered to our distribution center today, December [redacted]. We have requested the credit refund to be returned and the customer can expect that back on the card within 5-7 business days.

Thank you.

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:

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,

Review: Saks delivered a totally wrong item. But they do not give a refund claiming that they've shipped a right one.

I purchased a pink blouse from [redacted] on 08/**/14, order number [redacted].

However, Saks delivered a navy dress. So I returned the item after contacting the customer service. But Saks sent the item back that I returned without giving a call or sending an email notification. I called the customer service again, but Saks accused me for changing the size tag which is absurd. It was authentic Saks tag and I originally received the item with that tag on it. I felt extremely offended but Saks never admitted their fault. So I filed the complaint through [redacted] Case ID: [redacted]. However, the case got closed while I was out of country for several months.

I do not want to hear a lie or excuse from Saks anymore. I want Saks to admit their mistake, apologize, and give me a full refund for the item and shipping.Desired Settlement: Full refund for the item and shipping.

Business

Response:

Tell us why here...We understand that the customer has additional concerns in regards to a return from order [redacted]. We have extensively researched this matter. The customer contacted our office in November to advise that the Theory Epaulette Blouse was received in the wrong color. Although our return policy for Off 5th orders is 30 days from date of purchase, we made an exception and advised the customer to return the item. Once the return was received, our distribution center advised that the item returned was a Theory dress and that the vendor tag had a hole in the size tag where a previous tag had been. If the Theory Epaulette Blouse in saleable condition were presented for credit or refund, our extended accommodation remains that we will accept the item back. At this time, however, we are not able to honor the customer’s request. The matter has been reviewed at a senior level, and at this time, we consider the matter closed.

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]

I believe that Saks is not telling the truth. I contacted Saks office in November and told them that I received a navy dress not a navy blouse. Also 30-day return policy does not apply when Saks shipsout a wrong item. I got a legal right to terminate the contract when the other party do not comply the contract e.g. shipping out a wrong item. Saks never showed me a favor regarding Saks’ return policy.Also, Saks is the one who changed the tag. I expected to receive the item with the Theory brand tag on it, but Saks took the Theory brand tag away and put Saks tag instead. Saks also made a hole while changing the tag. The tag that I received with the dress is an authentic Saks tag and Saks is the only one who can make and put that tag on it. But Saks claims that I forged the Saks tag somehow and put that tag on the dress. That claim is even asserting.

Sincerely,

Business

Response:

Tell us why here... We understand the customer still has concerns in regards to the return of merchandise from Off 5th Order [redacted]. We have extensively researched this matter. Our customer contacted us to advise that the Theory silk blouse purchased in a copper pink was received in the wrong color which was Navy. We advised the customer to return the merchandise back to us for inspection. Upon inspection by the distribution center, it was determined that the item returned was a Navy Theory Dress not the Blouse. In addition, after inspecting the vendor tag, there was a hole in the size tag where a previous tag had been. It was removed and replaced with the tag corresponding to the blouse. Had the customer returned the Theory blouse in the wrong color, we would be able to proceed in addressing the request for credit. At this time, however, we are not able to honor a credit refund. We consider the matter closed.

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]This is hard to believe that Saks just copied and pasted its past response. Saks obviously has no will to solve the issue.Saks took out the original Theory brand tag and put Saks tag with the wrong item information. I didn't even know that it was a wrong tag before Saks toldme. I thought that everything was done by mistake, so I expected Saks to apologize and fix the problem right away. But now, I believe it was not just amistake. Saks just doesn't want to give me a refund so it is making up stories.Saks knows that the tag on the dress is authentic and only Saks could put that tag on. But Saks is accusing me for forging and changing the tag to avoidrefund. Also, Saks claims that I told them that I received a navy blouse which I didn't. Saks might have recorded the conversation between me and the customer service, so all it had to do is play that record to hear what I said. Or Saks could've contacted me to check if I returned a right item when Saks recieved it. But Saks didn't.I know Saks is a huge company with lots of resources and employees. On the contrary, I am only a single customer with little power. But I will never let Saks get away like this and I will do every single thing that I can do to protect my right.

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

Sincerely,

Review: My order was canceled for no reason

On Feb **,2015,I placed an order on [redacted],which include a pair of shoes.However,they canceled the order just because they are unable authorize my credit card.I think it's unfair.Moreover,I have contacted the online customer service to describe the problem and told them I can provide anything they need to prove the credit card was my own.But they said they couldn't help me solve the problem.I hope they can do their duty to solve this problem and responsible for it.Now request they get the goods dispatched within the stipulated time.

My account:[redacted],order number:[redacted]Desired Settlement: I have contacted the online customer service to describe the problem and told them I can provide anything they need to prove the credit card was my own.But they said they couldn't help me solve the problem.

Business

Response:

Tell us why here... We understand our customer's concerns regarding the cancellation of Off [redacted] Order [redacted]. We have extensively research this matter. All online orders are subject to a verification process. This is done completely for our customers’ protection. Orders flagged for verification are reviewed by our security department. Unfortunately for this order they were unable to verify the information in which they needed. Upon further review of the original order, we do have limited inventory remaining for the color black in the size 8.5. We do understand that our customer is frustrated and disappointed. We are happy to extend an accommodation to honor the same price for the boots when placing a new order. The customer would need only contact our office and refer back to order [redacted] to redeem this offer.

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]

I have contacted with the online customer service to place a new order with the same price.But was told that it counldn't.Must pay the price which was shown in website and they can give me a refund.When I asked how much will the refund,the customer service answered that she didn't know. I would like they can place a new order with the same price manually.Beside,I would like to use [redacted] to purchase this order.Thank you.

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

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:

[Your Answer Here]

I was told just need contacted your website customer service to place a new order with the same price of the original order.(The original order number is '[redacted]').According to your requirement,I have place a new order which number is '[redacted]'.There should be a $299.99 refund.While the customer service told me they can't give me the refund for the reason that [redacted] can't give a partial refund.But [redacted]‘s customer service said [redacted] exactly can give a partial refund. I hope you can give the refund to me by [redacted] transfer.(My [redacted] account is '[redacted]').I hope you can help me solve this problem.Thank you

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

Sincerely,

Business

Response:

Tell us why here...We understand our customer's concerns with regards to the credit refund for order [redacted]. When using [redacted] on fashion fix items from our Off [redacted] website, our point of sale system is unable to credit refund this method of payment. An electronic merchandise credit was shipped to the customer in the amount of $299.99, which can be used for online and in-store Off [redacted] orders. We have reached out to our partners at [redacted] to inquire if the credit can be placed back on to the [redacted] account. Once we have a response from [redacted], we can email the customer with our findings.

Review: I purchased a sweater on Saks.com as a present. My order number is [redacted].

The sweater was a gift for my brother - I noticed some of the stitching was a bit off when I first received it. My brother washed the sweater only 1 time (hand washed it) and a much larger hole developed near the shoulder. I notified saks promptly and they refused to accept a return for the defective item. They finally agreed to inspect it if I would pay for the shipping to send it in. I did as such and they had advised they could not accept a refund because it was worn. They knew that though, so why would they tell me to send it in then! I have not been able to get a replacement or refund as I should be. A sweater should have a life of more than 1 use. It is ridiculous they do not stand behind their products - other high end retailers do. They basically will do anything to not take responsibility for itDesired Settlement: Full Refund at this point

Business

Response:

Review: I placed an online order #[redacted] on Dec ** for dresses required urgently for a wedding and I used 2 day business shipping.

I received online website confirmation stating that the order went through fine and I confirmed with my credit card Citibank that the charge was authorized and made by Saks. Indeed, my transactions on my credit card reflected the charge being made.

However, 3 days later I received notification from Saks saying that the order was cancelled because the card was not authorized. I called Citibank and they stated that it wasn't true, the transaction was authorized and indeed my credit card statement already reflect the charge.

I called Saks and they said I could put the order through but now it wouldn't get to me in time and anyhow, some of the items I purchased are no longer available. Also, I was told that supposedly Saks tried to contact me by phone, but they never left a message and the call back number that came up on my phone required an extension when I called that was not given to me, so I could not reach anyone.

I am very upset with Saks for:

1. Charging my credit card and not fulfilling the order

2. Lack of availability of a [redacted] at Saks to explain what was happening and why the order was cancelled

3. Inability of the customer service to re-order and expedite the items I had initially ordered so that I could receive them in time for my wedding

3. Wasting huge amounts of my time and adding to the stress of the weddingDesired Settlement: EXPEDITED DELIVERY OF ORDER TO DESIRED ADDRESS BY DEC [redacted] OR ALTERNATIVE ADDRESS BY JAN [redacted] DISCOUNT FOR THE TIME WASTED AND THE ADDED STRESS.

Business

Response:

Our Risk Department and she has researched this issue. They have confirmed that they called the customer to verify her information on December [redacted], and [redacted] before the order was cancelled. The associate could not leave a message because the customer does not have voicemail set up (the customer did not deny this when we spoke with her). Since we were unable to verify the information, the order was cancelled.

The customer has placed a new order and we have accommodated her with free Saturday delivery. We will monitor her order and call her tomorrow (December [redacted]) after the package is delivered to make sure that she received it (at her request).

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:

1) The package was not delivered on Saturday as the business claims.

2) No follow up phone call was made by any customer service rep as the business claims.

Sincerely,

Review: On 12/[redacted]/2013 I placed on order on Saks.com for a jacket priced at 275.40 which I received on 12/**/2013. Upon receipt I debated the purchase and then noticed on 12/**/2013 that the price had dropped to 250.20 which made me reach out to Saks requesting a price adjustment. I received an answer that said price adjustment would be granted. It has been 14 days since this discussion took place and I do not see a confirmation of said refund being processed by Saks. I have reached out to them several times and they just say, basically, eventually it will be processed. This seems like a stalling tactic by Saks in the attempt to never process said refund. At this time the price difference of 25.20 essentially has been unwillingly loaned to Saks on my behalf. Not only am I requesting prompt refund of said funds, I request an apology and review of Saks' customer service actions as well as an interest rate adjustment on these funds.Desired Settlement: At this time the price difference of 25.20 essentially has been unwillingly loaned to Saks on my behalf. Not only am I requesting prompt refund of said funds, I request an apology and review of Saks' customer service actions as well as an interest rate adjustment on these funds.

Business

Response: