Saks Fifth Avenue

Review: I ordered a pair of shoes for over $300 from saksfifthavenue.com in November. The shoes were delivered on 12/**. After I wore them for half day I noticed the outsole of the left shoe opened on the tip for almost 3/4 inch(I am very glad to share the pics). I decided to return them immediately. I shipped them back to the warehouse on 12/**. The package was delivered on 12/** however it was not process until 01/** when they sent me an email and told me they shipped the defective shoes back to me again!

I called their customer service and I was told that they shipped the shoes back to me because they are worn and not sellable. I explained the issue and they told me their manager PATRICIA will follow up with me within 48 hours. After two days no one followed up with me and I had to call them back again. After a waiting time like 20 minutes I was told to that this PATRICIA will call me back in the coming Monday because she was not available on that day... In fact she never called back while I called many times and was never able to reach her. I explained this issue to every customer service I ran into and all I have been told is that their distribution center had inspected the shoes and they decided not to accept the return.

I received the shoes they shipped back to me on 1/**. The second day I reached another manager Nia Owens-Sabir after a wait time like 15 minutes(Finally!). I politely requested to share the pictures with her and hoped that she can help me with the return. on 01/** she said she will review the photos and will give you the available options in a response later. However after that I cannot reach her by either email or phone.

I am so astonished no one honored the return policy in this case, and I am also upset that the customer service from saks is so bad and they just treat their customers with the least respect.Desired Settlement: I need to return the defective shoes and get my money back.

Business

Response:

We understand that the customer has concerns in regards to the return of the Manolo Blahnik shoes from order [redacted]. We have further reviewed the concerns of our customer and will extend the courtesy of having the shoes picked up for return to our distribution center where the shoes will be re-inspected for manufacturer defect. Our return policy outlines that we are unable to accept merchandise that is not in saleable condition unless deemed to have a manufacturer defect. Upon receipt, our return specialists will determine if any defect exists. The customer will need to contact our corporate advocate [redacted] to schedule the pick up by [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:

I will ship the item back for a re-inspection. I am waiting for their decision. My complaint will not be resolved until I get the refund. I attached the pics of the shoe defect. Thanks.

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

Sincerely,

Business

Response:

We have acknowledged the customer’s concerns regarding the Manolo Blahnik pumps purchased online. After careful consideration based on the additional information provided by the customer, we have extended a full credit refund in the amount of $342.26 which will be refunded back to the [redacted] card used for the purchase. The credit should appear back to the customer’s card within 3-7 business days. This matter has been considered resolved.

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 purchase a handbag online on 7/*/15. Its a Fall bag, I used it less than 10 times and the handle broke. I was told to return it to Saks for review to verify it was a defect and not wear and tear. Saks recd the bag on [redacted]. I tried to talked to a mgr in December when I didn't receive a status update or notice of a credit. Today, Brittany W[redacted] emailed me that the credit hadn't been issued yet. I called Saks and I was told I'd receive a credit of $169.94, the current selling price of the bag (the bag isn't even available). I paid $263.78 for this bag and am getting a credit for return of a defective product for almost $100 less. I feel they're robbing me! I wrote the director of Saks customer service a letter over a month ago. No response!! Is this legal for Saks to credit me for a defective product at the "current selling price"of a product that they don't have and isn't available?? I want my full refund back.Desired Settlement: I want a complete return credit of $263.78, the price I paid for the purse I returned because it was defective and broke!

Business

Response:

We understand that the customer has remaining concerns in regards to the return of the Rylan Fringed Tote from order [redacted]. Our records indicate the customer contacted our office to advise of issues with the bag. We requested that the customer return the bag for inspection with our return specialists. Because the customer had been inconvenienced we extended an accommodation in the form of 15% discount and $52.76 was credited back to the customer on July *, 2015. Upon receipt of the bag, the distribution center deemed the item to be damaged however because the return was made 30 days after the date of purchase, the current selling price was credited in the amount of $169.94. We have requested at this time based on our findings, that the customer is owed an additional $41.03. The credit was rung today and should be reflected back to the card within 3-7 business days. We have concluded this amount together with the previous two credits, to be the full purchase price credited and consider this matter resolved.

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'm confused by the response and credit Saks provided. The purse in question was purchased for $248.85 plus $14.93 tax for a total of $263.78. I used a $25 gift card and my credit card was charged $238.78 for the remainder due. The purse was purchased on 7/*/15 using an 10% ebates discount and an additional 10% discount that Saks had offered on that date. The bag was returned to Saks and the tracking notes it was received by them on [redacted]. So I'm confused by Saks statement "Because the customer had been inconvenienced we extended an accommodation in the form of 15% discount and $52.76 was credited back to the customer on July *, 2015." I don't recall being credited $52.76 for any inconvenience? Also, how was the "current price" of the purse derived when its no longer available for purchase?

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

Sincerely,

Because the customer had been inconvenienced we extended an accommodation in the form of 15% discount and $52.76 was credited back to the customer on July *, 2015.

Business

Response:

We understand the customer has additional concerns regarding the return of order [redacted]. Together with our partners at the distribution center, we have extensively reviewed and researched the issues which our customer has expressed. The customer purchased a Rebecca Minkoff Fringed Tote on July *, 2015. The bag was purchased for $248.85 applying the customer’s Ebates discount for 10% and with tax, the order total $263.78. In addition, $52.76 which was an additional 15% discount was applied back to the card used for the purchase on July *, 2015. We were notified on November [redacted] that after several uses, the handle broke and we requested the bag to be returned for inspection. Upon further review, the customer was credited $169.94 on November **, 2015 which was the current selling price. Based on our return policy, a customer has 30 days from the date of purchase to return merchandise in saleable condition. If returned after 30 days, the item is subject to the current selling. Because the customer’s bag was sold out from our inventory, our stores were selling any remaining inventory which was limited for $169.94 and that was the price of the item on the date in which the return was processed. Because the customer expressed concerns about this policy, we extended an accommodation to credit back the remaining $41.03 so that the customer would receive the full purchase price. The $41.03 was returned again to the card used on the order on January 19, 2016. We want to advise the customer that all credits were placed on the credit card used for the purchase. If the customer has any additional concerns, they can contact our corporate advocate [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Its unfortunate that I needed to involve the Revdex.com but after numerous attempts to resolve my concerns with Saks directly, I was completely frustrated with their customer service. I am now aware of Saks 30 day return policy pertaining to a return. In my circumstance, after only a few wearings, the item I purchased broke. Had I purchased the purse from Nordstroms, I believe that they would have apologized for my inconvenience and refunded my entire purchase promptly and without hesitation, no 30 day return rule applied. In the future I will have Nordstrom price match items I see on the Sak's site. They value me as a customer and their return policy is exceptional. We learn from our mistakes!

Sincerely,

Review: They advertise a sale item, claim its out if stock when you attempt to purchase, go on a wait list, item becomes available but not for advertised sales price with in same timeframe of promotion.Desired Settlement: Item or comparable item fir advertised sales price. No gimmicks

Business

Response:

When our customer purchased the MCM backpack, it was correctly charged at $792.The bag is currently sold at $396. Our system shows there may a few in our stores. If the customer is still wanting to purchased this bag, I ask that our customer contact our NYC store at ###-###-#### and they could send it to him, or locate it in one of our other locations.

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 ordered a couple of items from Saks and paid for them using my credit card. When I received the package it included items different than what I have ordered, I called sake on Thursday [redacted] June to report the issue, I spoke to a person called [redacted] at ext. [redacted] that promised to arrange for a pick up the next day and call me back within 24hours to confirm if the items I have paid for are still available. She never called back and the items were never collected as she promised. When I called back on Sat and Sun, the staff kept bouncing me back and forth and they never put me through to a [redacted] nor did anyone call me back as they claimed. Finally I had to push to speak to a manager on Sunday [redacted] of June and his name is [redacted], he said that there is no noted to the effect that a collection should have been arranged for Friday and I said what then was the conclusion on my complaint call that I received the wrong order and he couldn't answer me. He said that the earliest we can arrange for a collection is on Tuesday [redacted]. This is absolutely shocking and upsetting to me, they have the amount which is roughly about 500 USD since Monday the [redacted] and now they are deliberately refusing to process a refund and deliberately delaying collecting the package.Desired Settlement: Since I used my international credit card which a local currency, I would like them to cancel the whole transaction and inform my bank that it was charged by mistake so I won't have to bare the loss in the exchange rate.

Business

Response:

We have carefully researched our customers concerns with regards to the receipt of incorrect merchandise. Unfortunately due to a processing error, the order was shipped out with incorrect items. As we recognize that this was disappointing to our customer, we have requested FedEx to pick up the package with the first attempt being Tuesday, June [redacted]. We do acknowledge that this is a frustrating situation and the order has been documented to issue a credit refund back to our customers credit card within 3-7 business days.

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 placed an order and paid extra for rush shipping. My package has been on the Fed Ex truck for the past 2 day for delivery and I still do not have my package! When I placed the order asks websit stated that if I got rush shipping I would have my package by today.. Well I still do not have my package..Desired Settlement: I want a full refund for the rush shipping that paid for

Business

Response:

This order was placed 2/**/2014 at 9:08 PM (EST).

Review: First, I am not good at English, so maybe I will type some words wrong. And I will do best to describe the issues. And I can't speak to you in English, but I can read by dictionary or online translation.On Jan.**, 2014, I placed an order on saks.com, but I failed.The Security Department canceled my order without any reasons.Then I couldn't place orders. I tried to get the reason from the customer service, and there was one customer service named [redacted] telling me the Security Department would contact me within 72 hours to tell me why. That was first time.Second time was on Jan. **, I saw that I could place again, so I tried to place, failed again. Later, I heard from my friends, maybe I filled in wrong information about billing address. So I tried to edit my information. That day, I placed orders 5 times. I tried to edit my information as correct as I could. But They had all been canceled. Then, I contacted the customer service to get help, I showed my billing address to her, she helped me with my billing address and shipping address and the products correct. And she helped me place an order, then failed again. So, I have placed orders 7 times. And failed 7 times. I don't know why. The customer service only told me keeping waiting, but I have been waiting over 100 hours. Maybe there are some differences between them and me. Maybe 72 hours means 7 days, not real 72 hours. I don't know. Because they didn't tell me anything just wait. I have placed orders on other online stores, but I can't do it on saks.com. So, please help me check that, or may I have the reason? Thank you so much.Desired Settlement: I need to know, why I can't place orders on saks.com, and how to place orders on saks.com. I need a reason. And I want the real help not words, please.Thank you very much.

Business

Response:

We had been unable to reach the customer in the beginning since she is in China and due to the time difference.

This customer is unable to place any orders since we had experienced fraudulant activity at the shipping address. Our saks.com area is emailing the customer to advise her that whenever we have confirmed fraudulent activity at an address, we no longer ship to that address.

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:

[Thank you for your help,and I received the reply from Saks.com,they told me the reason,but not then. And I still remembered I had changed the shipping address twice,they also canceled my orders. They have told me the reason until 12 hours ago,I think it's so late. They should tell me that address is not good. Then I can choose others. But they didn't. I am from China,yes,it's the truth. So I only can ship things from the transport company. There are many people shipping things by that address. And I didn't hurt anyone. I think it's not fair to me!

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

Sincerely,

Business

Response:

Saks Fifth Avenue had other issues (involving other clients) with that re-shipping company and we will protect Saks Fifth Avenue's interests. There was fraudulent activity and we will not shp to that box #. If the customer wants to provide us with another address, we would be able to ship to her after verification with our Security department.

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]

First,I really thank you for your help,but I still don't know what is re-shipping address. I am not good at English,so could you take a simple word instead of this one?Next,you told me that you would protect Saks' interest,so you would ignore our query,right?I can't understand why I am not the guy who tells lies or fraud Saks and they could cancel my order once and once while other people went through their Securty Department. We used the same shipping address and the same credit card of the same bank. I provided the correct billing information,they could vevify my card,I am not for selling,just for myself. Why do that to me?

if they can't accept international orders or just tell me,they are not welcome Chinese people,I won't place any orders there!But they didn't tell me that,so I tried to follow the people who could go through. I edited my billing information to make sure it's in their ways. But they still canceled me by no reason or this funny one!I am so sorry but I can't accept!

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

Sincerely,

Review: I received an order from saks.com on 11/**/2013 and was unhappy with it so I returned it. According to the FedEx tracking information provided by saks, they received the return 11/**/2013 and here it is, six weeks later and they still haven't issued me a credit. I have returned things to Saks before and it's never taken this long to process the credit. Now my bill is overdue for the amount of the credit. I have called countless times over the past few weeks and keep getting the same answer. They are waiting to hear from the distribution center who received the package, but no one ever does. Now I have an over due bill that can effect my credit for merchandise I returned six weeks ago. They should be ashamed.Desired Settlement: I just want credit for the return.

Business

Response:

Review: I have returned the entire order of order #[redacted], which contains 6 items and purchase total was $3356.39. I have also returned partial order # [redacted], which contains 8 items and I have returned 5 out of the 8. I have put all these 11 returning items from two orders into one big box and shipped it back by using the return label saks provided. The return label tracking number #[redacted]. I returned the item in late June, and Saks representative said they received the box on July [redacted] and started processing on July [redacted]. For order #[redacted], the 6 returned items purchase price was $3356.39. For order # [redacted], the returned 5 items purchase price was $955.24. That is $4311.63 to be credited back to my credit card. However, up till now I have only received $1860.05.

List of returned item:

Order #[redacted] (returned entire order)

Burberry Brit

Timberton Cargo Jacket

Size: 4

Color: INDIGO

1 $597.00 Shipped

Tracking No: [redacted] (FDX - STND)

Salvatore Ferragamo

Varina Leather Ballet Flats

Size: 8 .

Color: CORAL PINK

0442323777328

1 $315.00 Shipped

Tracking No: [redacted] (FDX - STND)

Tod's

Suede Drivers

Size: 38/8

Color: AQUA GREEN

0413406328829

1 $297.50 Shipped

Tracking No: [redacted] (FDX - STND)

Tod's

Suede Drivers

Size: 38.5/8.5

Color: LIGHT GREY

0413406328829

1 $297.50 Shipped

Tracking No: [redacted] (FDX - STND)

Jimmy Choo

Addison Suede d'Orsay Pumps

Size: 38.5/8.5

Color: SORBET

0448876541249

1 $416.50 Shipped

Tracking No: [redacted] (FDX - STND)

Fendi

2Jours Vernice Petite Shopper

Size: .

Color: BLACK

0431088603140

1 $1225.00 Shipped

Tracking No: [redacted] (FDX - STND)

Order # [redacted] (5 items that got returned)

Debra Lace Pencil Skirt

Size: 2

Color: NEW IVORY

0458540899453

1 $195.00 Shipped

Tracking No: [redacted] (FDX - STND)

Tory Burch

Debra Lace Pencil Skirt

Size: 0

Color: NEW IVORY

0458540899453

1 $195.00 Shipped

Tracking No: [redacted] (FDX - STND) [redacted] + [redacted] Collarless Jacket

Size: 2

Color: NATURAL

0489132536463

1 $178.20 Shipped

Tracking No: [redacted] (FDX - STND)

Tory Burch

Tory T-Print Dress

Size: 2

Color: BORDER STRIPE

0458537905921

1 $195.00 Shipped

Tracking No: [redacted] (FDX - STND)

Tory Burch

Tanya Crepe de Chine Top

Size: 2

Color: NEW IVORY

0458550969047

1 $135.00 Shipped

Tracking No: [redacted] (FDX - STND)Desired Settlement: I would like to get full refund of $4311.64, subtract the $1860.05 I have already received, please credit my credit card with the rest $2451.59. Please contact me via my email. I am traveling abroad and not able to pick up phone calls.

Business

Response:

We have carefully researched our customers concerns. As we understand our customer returned items from two orders, both orders were placed with Saks.com on May [redacted]. Our return policy states merchandise with the exception of watches and jewelry, presented after 30 days will be credited based on the current selling price. Unfortunately the return package was received on July **, 2014. Some items from the orders were credited back to the customer at the current selling price. From order [redacted], the Tod's Drivers were credited $153.00 and the Fendi Shopper, $630.00. From Order [redacted] the [redacted] + [redacted] Jacket was credited $130.12. The items in which were credited back at the full purchase price were from Order [redacted], the Burberry Brit Jacket for $597.00 and from Order [redacted], the Tory Burch Dress $195.00. Unfortunately our records show a total of 5 items were returned. At this time, we will need to start an investigation into the whereabouts of the remaining items in which were returned. This process can take 5-10 business days in total and someone will be in contact with our customer within 5 business days.

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]

1) I HAVE RETURNED THE ITEMS WITHIN 30 DAYS. I received the item first week of June, and I returned it the last week of June. Customer shouldn't be held liable for the transit time for shipping the items as it is out of my control, and it varies from time to time. HENCE, I SHOULD BE RECEIVING THE ORINIGAL PURCHASE PRICE AS I DID RETURN IT WITHIN 30 DAYS PER POLICY

2) PLEASE SHOW EVIDENCE/PROOF OF THE PRICE YOU WERE CLAIMING. As from what I checked on Saks website, the exact same Fendi shopper bag and exact same color BLACK current price is $1750, but not the $650 you claimed. If you insist on refunding me the current price, you should be refunding me the "CURRENT" price ($1750) as per the policy you are saying. You can't just make up a price and refund me whatever is lower, not sticking to your "current" price policy. OTHERWISE, THIS WILL BE DEEMED AS FRAUD.

3) HUGE FAULT FOR MISSING/LOSING ITEMS. You guy lost 6 out of 11 items. And you breached the good faith of doing buisiness. Please give me explanations a.s.a.p. If the shipping company actually weighed the package, they might have a record of weight.

I am attaching the picture I took of the shipping label. I am very very very disappointed by Saks, as I have been a frequent shopper with [redacted], etc. And this is the FIRST TIME EVER that some one didn't receive the item. AND the first time ever that I'm not getting back my money back when I returned all the item. And the first time ever that some one is refund me less than what I paid, when I returned the items within 30 days as the policy stated and all of the items are brand new.

If Saks can just say "Oh we didn't receive all the items" or "Oh we are just gonna refund you the CURRENT price" or " Oh the website isn't showing the correct CURRENT price" or "Sorry, you are nog getting your money back", I am sure that all the customers will be driven away.

?

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

Sincerely,

Business

Response:

As we understand our customer's futher conerns regarding the credit refund, an additional $739.50 has been credited back to the American Express Card on 9/*/14. As we mentioned, $59.40 was issued back on 9/*/14. Based on our research of the issue, our customer has been credited back for return of all merchandise at full price. 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.

Sincerely,

Review: I bought a pair of Jimmy Choo sneaker and send to oversea as a gift to my friend. Unfortunately, saks fifth avenue online store sent me wrong size, one in 6 and one in 6.5. I have no idea what to do next and they keep telling me they can reimburse the local returning cost which is $10 and that's it. Stayed on phone with customer service and her manager for half an hour and all they can tell me is they apologize and they will reimburse me $10...THANKS SAKS!!!!Desired Settlement: $10 I guess??

Business

Response:

In this case, we shipped the item to Cleveland, Ohio. It was a domestic order that was received and signed for. It was then sent to China. We definitely want to take responsibility for the item that we sent incorrectly, but we only shipped it to Ohio and can only be responsible for the item as it was delivered to the specified address on the order. The return charge for domestic orders returned with our prepaid label is $9.50. We will certainly waive this charge since we did make a mistake. However, we cannot be responsible for the international charges that were incurred due to a choice made by the customer.

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:

[my questions:

1. the returning period for sales item is within 30 days. I don't know how can I ship the item back to Cleveland considering it takes a long time to ship back.

2. I purchased a pair of shoes, not expecting different sizes.... If Saks Fifth Avenue is not responsible for the additional cost incurred by myself, am I responsible for the error made by your store?

3. Shouldn't I expect accurate sizes from one of the top department store in United States? Is Saks Fifth Avenue OK to sell defective products? Seems it's OK because when anything goes wrong, u offered "FREE RETURN" which is very generous. Thanks!!!

4. What should I expect from the online purchase next time? Cross fingers the shoes are in the same size. Isn't that the basic expectation?

5. Do you think your solution is appropriate? Let's put this in another way...maybe kinda extreme....if you are a medcine company and send the wrong product to a customer...are u claiming u r not responsible for any consequence becasue YOUR CUSTOMER doesn't read the instruction.

5. How does this solution sound? Can I purchase anothe pair? Just send me one 6 and one 6.5 so I can match them on my own.. ]

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

Sincerely,

Business

Response:

1. Since this was a mistake made by Saks.com, we would, of course, extend the return timeframe to allow the shoes to be returned for full credit.

2 & 3. We absolutely accept the fact that we made a mistake and would like make sure that you are refunded back. However, we did not send these shoes to China and cannot be responsible for any costs incurred from that decision. We are not saying that sending the customer the wrong sizes is ever okay. We constantly strive to provide service excellence, but our process is not without mistakes. In any event that a mistake is made, we like to make sure we get it corrected as quickly as possible.

4. Again, this is not a normal occurrence for Saks.com. We use all customer feedback to continue to repair and grow our processes. We are constantly working to insure that mistakes such as these do not take place. Should you choose to place another order with us, we would be glad to make a special request with our distribution center to double-inspect the purchase to be sure that it is correct. However, that being said, we can still only be responsible for the items and their shipping as it is specified on the order.

5. We are not stating that we are not responsible for the consequences of this issue. We have admitted that a mistake was made and we have, repeatedly, offered to assist you in getting the issue resolved.

6. Unfortunately, we would not be able to fulfill an order with a size 6 and 6.5.

Review: I recently purchased a wallet from saks.com. What I received was not as pictured online. I attempted to return the wallet to my local store at which time I was told by a store manager that the wallet was counterfeit and that there was nothing that could be done in the store. My only recourse was to contact saks.com to resolve the issue. I contacted saks.com customer service and informed the rep. The rep stated that he would annotate my account and that I wouldn't have a problem returning the wallet. I sent the wallet back only to receive it back a few days later with a note stating that according to their records the returned merchandise has been worn and/or altered and is therefore not in salable condition. I contacted saks.com customer service again only to get the runaround. I was promised a call from shipping/distribution since they were responsible for determining whether a refund could be issued. 2 weeks later I still have not heard from anyone. I contacted my local store to speak with a customer service manager. I was given the number of a Andrea R[redacted] who I was told was the Senior Director of Customer Service. The number just rang. I am filing this complaint as a last resort. I hoped to resolve the issue with Saks directly.Desired Settlement: I would like a full refund of $492.90 spent on the wallet.

Business

Response:

We understand that the customer has concerns regarding Saks online order [redacted] for the Gucci Wallet. We have extensively researched this matter to offer resolve for the customer. Working together with our senior level management at our distribution center, they have confirmed that all remaining inventory of this wallet was thoroughly checked for authenticity. Every wallet that the distribution center had received directly from Gucci, was still in stock with the exception of the one that the customer had purchased and returned. Further, there were no other sales or returns of this wallet until the customer had place the order on November [redacted]. Based on the information gathered, the wallet that was shipped to the customer came directly from Gucci. Therefore, we stand by our findings and our final conclusion regarding this matter is that we unfortunately will not be able to honor the customer's request for a credit 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:

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

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

Sincerely,

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:

The item I received was not what I purchased. By Saks response and failure to issue a refund, they knew what they sent was counterfeit. I don't accept their response or attempt to shift responsibility to a third party (i.e Gucci). I purchased the wallet through Saks and should be issued a refund through Saks.

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

Sincerely,

Business

Response:

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

Review: I ordered a cake online on Oct [redacted], the order status is in process for 4 days and I didn't receive any shipping notice. when I contact customer service today(Oct [redacted]) I was told the cake was already shipped and delivered yesterday, it's their fault they should notice me about this delivery especially the cake should be arrive frozen. now I found the cake, without any shipping email nor order update in my account on website, left at the mailroom defrozen and of course gone bad. and the saks customer service refuse to take any responsibility.

Business

Response:

We have been unsuccessful in reaching the customer to confirm the address where repalcement cake will be mailed to. Customer must be home for delivery. Customer claims she received the cake in poor condition because it sat in her mail room.

We will galdy replace the cake and send her a new one, but need the address she wants us to deliver the cake.

Thank you.

Review: On 7/*/13 I placed an order through Saks.com. The details of my order are as follows - Order Details: #[redacted] Date:07/**/2013BILLING & SHIPPING INFORMATION [redacted]United StatesPAYMENT INFORMATIONVISA: xxxxxxxxxxxx[redacted] ORDER TOTAL Subtotal$118.50Shipping and Handling$13.00 Total Before Tax$131.50Tax$5.26 Purchase Total$136.76ITEM Burberry BritDenim JacketSize: MColor: WHITEShipping: FEDEX - StandardI specifically noted when I placed my order that I did not require a signature for delivery. Every Saks Customer Service Employee has confirmed this fact. However, I received several notices from FedEx that they would not deliver the package because the shipper had required a signature.So I called FedEx and told them that I did not require a signature and was unaware why they said that the shipper did. FedEx said that the shipper put signature required when they shipped the item and told me to leave a note saying that I do not require a signature.I left a note for FedEx saying that I specifically did not require a signature. But Fedex still would not leave the item. The fedex employee left a note saying that the shipper required a signature no matter what, and that the note was not sufficient.I have since called Saks and spoken with several customer service employees. One told me that they would contact FedEx directly and resolve the matter for me. They emailed me saying that they took care of this for me and that I would receive my item now.It has been over a month since I initially placed my order and I still have not received it. FedEx has since returned the item to the store it shipped from. I have spent hours of my time trying to deal with this. I am currently unemployed and this inconvenience has take away my time to search for work. Saks will only offer me a 10% discount and has still been unable to fix the issue and get me my order. I am beyond disappointed in my experience with Saks. Product_Or_Service: Burberry Brit White Denim Jacket Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement I deserve to receive the item that I paid for. Saks needs to find a way to fulfill the order. In addition, I deserve a gift card of some sort that fairly reimburses me for my time, aggravation and inconvenience I've endured in this matter.

Business

Response:

We were able to place a new order for the customer and have it shipped by one of our stores. We credited the customer 20% off his order for his inconvenience. He was very happy to have the issue resolved and we have won back his future business.

(The issue was that FedEx did not want to leave the box without a signature because he lives in an apartment)

Review: On July [redacted], I ordered a pair of earrings from Saks.com for $495.00. When the earrings arrived, they appeared tarnished. Saks does not do exchanges so I asked for a refund and used their shipping label to return the earring one day after receiving them. The tracking confirmed that the earrings arrived on July **. I have been in contact with Saks.com on at least 4 occasions asking about my refund. First they told me they needed to inspect the earrings before giving me a refund (5 business days). I waited that time and called back and was told about a backlog in inspections. They promised to send a email confirming the refund. I called back again after 18 days and someone promised to call me back in 2 hours. No one called. I called back and spoke with a manager. They said they had filed a report and the manager promised to contact me with more information that day. The manager never contacted me. I was told on August [redacted] that the refund was processed on August [redacted]. I called back on August [redacted] after no refund and they said the refund was processed on August [redacted]. They said it would be 2-3 business days for the refund to show in my back account. I contacted Wells Fargo this morning and they have no refunds processed from saks at all.Desired Settlement: I want my $495 refunded.

Business

Response:

Our client was issued a full credit to their Visa card on 8/**/14 for a total of $495 for the earrings.

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. I received the refund to my credit card on 8/**/2014. Thank you for your efforts in getting me my refund 24 days after the company received the returned merchandise.

Sincerely,

Review: I made a purchase with Sak 5th Avenue for 2 Ivy Kirzhner sandals 169.99 each in June 2015 and received both sandals. I kept the black vachette studded leather sandal and returned the natural sandal which I didn't like. I followed up on June [redacted],2015 to confirmed the sandal which of course the verified they received. I was told it will take up to 7- 14days for my full refund which I haven't seen. I called on July [redacted], 2015 as follow up, was told my refund was placed on high priority and will be issued in 3 days which up till now haven't gotten back. Customer service will put you on hold till you hang up cuz no one want to talked about my money. This business is terrible when it comes to refund. I even asked for an exchanged for another sandal in the same amount by the same designer but was told they do not exchange.Desired Settlement: Refund my money.

Business

Response:

7/**/2015 Response to Revdex.com # [redacted]Dear Sirs: We understand our customer’s concerns with regards to the return of the Vanchetta Sandals. We have extensively researched this matter. Our records indicate that the customer was credited for the return of the sandals in the natural color in the amount of $173.99. The credit was issued back to the [redacted] account on July **, 2015.Thank you.

Review: On December [redacted] I placed an online order for a $899 Gucci bag that just went on sale for $598. I waited till 4am EST to place it (that's when the price changed) and placed the order immediately paying by [redacted] (which I use for most of my purchased every single day since it's the quickest and this item was at high sale risk)

My order was pending/processing for over a week....until December [redacted] (the delivery date) when I saw that the status changed from "processing to cancelled", I immediately contacted saks.com, and was told my order was cancelled due "verification?" Yet the person I chatted with "[redacted]" was unable to provide any other info and suggested I contact [redacted] store to see if the item is still available. I offered to use other payment method of their choice since I really wanted the item, but it was no longer an option because the bag was no longer in stock...so my order was NEVER ON HOLD during the "pending/processing" status, NOR DID SAKS.COM EVER CONTACTED ME regarding this! If I knew this I would have gotten the same bag from [redacted] which still had it on sale as well but now it's gone.

No apology or explanation was offered. I was suggested to call a [redacted] store store to see if the last bag they might still have is still available and go get it there, which is 130 miles away from where I live, not to mention my discount I received on this bag would no longer apply.

I find this unacceptable...every other big dept store is much more professional about these things...IF there really was a problem (which I doubt there was, looks like they simply ran out of stock), they should have contacted me by email or phone and held my order for at least 48h like [redacted] and other big and small name stores do!!! I'm in retail myself and would NEVER treat a customer this way or I would be out of business in no time. Shame on you SAKS.COM, you have lost a very good customer.Desired Settlement: I still want the item at the price it was offered and I'm expecting saks.com can get this item for me and fulfill my order...I'm willing to provide any form of payment they desire asap.

Business

Response:

On behalf of Saks Fifth venue, I sincerely apologize but I do not see a previous inquiry for [redacted] in our system.I have forwarded to the appropriate executive at store level to resolve this and get us a response for Revdex.com a.s.a.p.I will be responding shortly.Thank you for your patience, Happy Holidays.

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 just want to inform that this complain Your complaint was assigned ID #[redacted].was NOT resolved.They have replied to me that they will look into this matter, but I have never heard back from them.What should I do?Thank you so much for your assistance in this matterBest wishes[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's concerns regarding the cancellation of Saks order [redacted]. We have extensively researched this matter. All Saks online orders are subject to our verification policy with our security department. This is done completely for our customers’ protection. The high volume of holiday orders has increased the completion time for this. While an order is pending verification, the items purchased are reserved for the customer until verification has been completed. Unfortunately our security department was unable to verify pertinent information in which was necessary and the order cancelled. Our records indicate we no longer have the Gucci Mini Bag in stock. We are happy to place the customer's email address on a wait list should the bag become available. We understand that our customer was inconvenienced and are happy to extend an accommodation of 20% towards the next purchase. The customer would need only refer back to order [redacted] when ready to place the order and our associates will be able to redeem this for the customer.

Review: My order was placed on December *, 2014. Shipping information arrived December *, 2014. The item arrived December **, 2014. One of the items was incorrect. I had ordered a similar version of the crème but what was invoiced and arrived was different. Incidentally, that was the second time Saks did this on the same item but I was able to go to a store to make the exchange. This instance, I contacted customer service on the [redacted]. I explained the situation, that I could not go to a physical location to make the return and was advised that once the item was in the custody and control of the third party transport (aka [redacted]) that the fulfillment center would overnight the correct crème so I would have it for Christmas. I was told to put the return label on the package and give it to [redacted], which I did. For whatever reason, after the many additional calls I placed to customer service, I was told [redacted] couldn't pick up the package (despite me handing it over personally), and other times, that Saks NEVER ships on a $0 balance --that I was given wrong information by the rep but no one was going to do anything about it (despite having my item in custody already). Turns out the item was returned successfully to the fulfillment center despite what customer service notes indicated. The reps were even aware of the return and couldn't figure out why the new item wasn't shipped. One [redacted] insulted me after I told her this is not how Saks should do business and that I would never shop with them again. After calling to speak to a different [redacted], I was told again that she wasn't sure why the item hadn't even shipped yet. After speaking to an escalations [redacted], I was told that because the item was returned, the correct item would ship overnight to arrive on December [redacted] -- albeit after Christmas at this point -- and that a $50 gift card would be mailed for my inconvenience. Today, December [redacted], after following up with the escalations [redacted] I was informed that now the fulfillment center is refusing to ship the correct crème on a $0 balance because it shipped the correct crème in the first place. So, 29 days after my original order, countless reps, [redacted]s, and an [redacted] and now I'm being told that the item will not ship -- despite relying on Saks reps to begin with. If there was an issue with the order, that should have been addressed outright. I would never have returned the item via mail if I knew this would happen. And not to mention, the gift card never arrived either. So, my mother's Christmas gift/experience was ruined. I'm utterly embarrassed, and now I get a "sorry for the inconvenience" from the [redacted] and an offer that once the item clears returns (which I was advised was yet ANOTHER 3-5 business days) I could place another order and overnight shipping would be free. [redacted], thanks. Why would I ever shop at Saks again, especially after dealing with all of this and not getting the gift card I was promised?Desired Settlement: I want a phone call and I was promised a $50 gift card. I was willing to get over this debacle but now I am furious. I have all of this in writing, which I hope will help corporate make the right move.

Business

Response:

We understand our customer’s concerns with regards to the receipt of incorrect merchandise. We have extensively researched this matter. When a customer advises that they received incorrect merchandise, our policy would be to locate a replacement item if still available and ship it to our customer at no cost. Our customer was advised that we would ship out a replacement overnight delivery. The request was sent to our fulfillment center in which to process. Our fulfillment center advised the item shipped was the correct item which was ordered and therefore would not be sending out another item based on this information. We understand that the customer was inconvenienced by this matter. Upon the customer returning the merchandise, a credit refund was expedited in the amount of $320.44 which was returned back to the [redacted] card on December [redacted]. We know that our customer is frustrated with regards to this matter. At this time we have extended an accommodation in the form of a $75.00 Gift Card which was mailed on December [redacted]. The card was shipped out by [redacted] and should arrive in the next 7-10 business days.

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:

[The response by the business does not address my complaint. My issue was with the handling of the return and my many dealings with customer service. The business response has reiterated to me the exact incorrect statements made by customer service with respect to the unilateral and completely incorrect and inappropriate actions made by the fulfillment center. They have missed the point. There were systematic failures throughout the entire experience which have not been addressed. Furthermore, and as recently as December [redacted], I have, in writing, correspondence from corporate management which directly contradicts the timeframes noted by the business' response. For example, the return was not expedited. It was allegedly addressed on the [redacted] for the first time despite having had the returned item in its warehouse since the [redacted]. And for the record, the credit still has not posed to my credit card. Finally, that gift card mentioned was not mailed on December [redacted]. In fact, it was addressed yesterday, the [redacted], and was not even mailed yet. So the business response not only fails to address my concerns and experience but is absolutely inaccurate with respect to the alleged actions taken by the business to rectify the situation. I am happy to provide the business with the writings but something tells me they will be ignored. Your Answer Here]

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

Business

Response:

We understand that our customer has further concerns with regards to our response. We have researched this matter further. The returned merchandise was received on December [redacted] and the credit refunded the same date. Normally returns can take from 7-14 business days in total. Our customer was informed that a $50.00 gift card was issued and mailed on December [redacted]. After further review, we advised the customer on the [redacted] that we would extend an additional accommodation to increase the balance to $75.00. The card that was mailed on the [redacted] will be in the amount of $75.00 in total.

Review: I ordered 3 Burberry handbags on sale on Saks.com's website on 05/**/2014 for my sister, my cousin, and me. They were showing as "In Stock". The order was processed and a hold was placed on my credit card for the amount. I was very excited and called my sister and cousin with the news. I even sent them pictures. They were also really excited because they liked the handbags. Later that day, there was a sale on certain Gucci handbags and wallets that equaled 51% off. However, because of my previous order, I did not purchase any Gucci product that I had had my eye on.

Four days later on 06/**/2014, I received an email stating that my order had been canceled. I was extremely dismayed. I went through the whole weekend thinking that I was going to be receiving these beautiful handbags, only to have the order canceled without an explanation. When I contacted Saks, the lady who helped me did everything she could to rectify the situation. Unfortunately, neither the Burberry handbags that I ordered nor the Gucci products that I was interested in were available anymore. Her [redacted] told her that she was unable to transfer that discount to the same Gucci handbag that was on sale , but in a different color. As a compromise, I asked to have a Gucci wallet that was on sale, but in a different color discounted, since this would result in a smaller monetary difference. But, the [redacted] denied that request also. Her [redacted] kept telling her that the system won't allow it. The [redacted] has offered only 10% off of an item. However, if they are able to price adjust some items, why can't they price adjust others?

Saks misled me into believing that the items I ordered were available. Then, they held on to my money interest free for 4 days. If I had received the cancellation promptly, I would have been able to purchase either the Gucci handbag or Gucci wallet that I was interested in.Desired Settlement: I either want my original order filled and delivered to me

or

I wish to be able to apply that 51% discount on the Gucci handbag or Gucci wallet in a different color of the one that was on sale that I was interested in. I will only apply it to one item. And, I am willing to take the discount on the Gucci wallet to make it a smaller monetary difference.

Business

Response:

Unfortunately in rare instances orders cannot be fulfilled as inventory tends to sell out quickly. We understand that this was disappointing and an inconvenience to our customer. It is never our intention not to fulfill an order unless the inventory has been depleted. We are sorry to hear that the customer decided not to place an additional order for the Gucci bag and wallet. Unfortunately we are unable to price match on a Gucci item however, we are happy to extend a 10% accommodation for the inconvenience in which has been caused on a comparable or replacement Burberry item. This offer has been documented on the customer’s order. The customer need only to contact our customer service team at ###-###-#### and reference order [redacted] when ready to place the order.

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:

I had already spoken to the business about this matter. The fact is that I had a 10% coupon that I was using for the Burberry handbag order. The coupon was lost when the order was canceled. So, all they are doing is re-issuing the same coupon. It still doesn't address the fact that the Burberry handbag was over 50% off. Or the fact that I was unable to purchase any of the other Gucci handbags that were 51% off because they had a hold on my money and I believed I had these handbags coming from them.

So, I believe that this a "bait and switch". I went on their site to purchase this specific Burberry handbag. If that specific Burberry handbag was not available, I would have purchased a specific Gucci handbag or wallet that was on sale. That would be the only reason I would be on their site to purchase an item. Now, I being told that not only can't I buy this handbag, or any of the other specific handbags and wallets on sale at the time, but I must order something at a higher price to use this coupon.

Thank you,

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

Sincerely,

Business

Response:

As we understand that our customer was disappointed and inconvenienced by this matter, due to an inventory error, more orders were allowed to be placed on saks.com for the Burberry bag than we had inventory to fulfill. As we were also sorry to hear that the customer decided not to place an additional order at that time for the Gucci bag and wallet, we must remain consistent with policy and to be fair to all Saks Fifth Avenue customers, we are unable to price match on the Gucci items. As this is a decision made by our corporate team, the customer is welcome to place a new order for a comparable or replacement Burberry item at which time we are most happy to offer a 15% discount. If the customer does not want to pursue this offer at this time, should the original Burberry Tote become available again for purchase on Saks.com, we are happy to honor the price in which the customer originally paid. This offer has been documented on the customer's order. The customer need only contact our customer service team at ###-###-#### and reference order [redacted] when ready to place the 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:

Once again, Saks keeps saying I decided not to place the order. However, they made that decision for me by holding my money for that period of time and the anticipation of my order. This was my first order from Saks. They are a big enough company that these so called "mistakes in inventory" shouldn't happen.

I am quite sure [redacted] shareholders do not enjoy hearing that "mistakes in inventory" has cost the company sales. And, they would be more than dismayed to learn about how many times sales are lost and future sales are lost because of unsatisfied customers have been told to essentially "go away. I shop at [redacted], etc. So does my network of friends and family. They are all interested to see what the results of this become. It is very easy to cross Saks off our list of places to shop.

Having my order canceled is one thing. But to be continually answered the same way after I have rejected this answer multiple times has become insulting. Nothing short of fulfilling my original request is going to be satisfying to me.

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

Sincerely,

Review: I received a $50 gift card/coupon from Saks fifth avenue. I am a good customer of the store and purchase Chanel clothes there yearly and just purchased a chanel suit. When I paid for alterations for my suit, my sales assistant [redacted] told me the GC had expired and to go Customer Service and they could extend it for me. I went upstairs to Customer Service and they were EXTREMELY rude to me. They told me I should have used the card and there’s nothing they can do. The girl wouldn’t even look at me. My mother asked if there was something they could do for us, and she said “What do you want me to do?” I said I buy chanel clothes and bags here. I can give you the name of my SA. I just came from there and she sent me here. She shrugged her shoulder and said the card is of no use. She just kept looking down at the register and wouldn't even look at my mother or me. I then threw out the card and walked out of the store. If this is the way I'm going to be spoken to, I will not be shopping at Saks. Even if nothing could be done, I expect courtesy and kindness. The reason I couldn't use the $50 is because my father just died and I was in and out of [redacted]. I do not expect to be treated like dirt after purchasing a chanel suit.Desired Settlement: Replacement of the $50 I received.

Business

Response:

Our sincerest apologies that this was not resolved when our client was in the store. We will send [redacted] a replacement $50 gift card with a letter of apology. Please consider this issue handled. Thank you

Review: I have placed an order(#[redacted]) on www.[redacted].com in 03/**/2014. The order is a women leather jacket,size XS,Vince Bonded Leather Jacket. At that time ,www.[redacted].com showed the jacket is in stock. And I have received two email from their website,one said the my order has been received, the other said my order has been confirmed.

I think these two email ensure my order has been successfully placed. But, today, nearly a week passed,I received another email from “saks” which says that my order has been cancelled because the jacket is out of stock.

I thought I was fooled, why "saks" receive my order and CONFIRM it ,and then,six days passed, “saks” cancelled this order without any reasonable explanation .

I don't accept this explanation that the jacket is out of stock. Because I see it "IN STOCK" on their web site when I place my order and “saks” has CONFIRMED my order. Why the jacket suddenly disappeared? out of stock??Desired Settlement: I want that my order (#[redacted]) can be delivered.

My wife wants this jacket.

thx

Business

Response:

Unfortunately our customer’s order was cancelled because the inventory is not available to fulfill the order request. The order was placed successfully because our website did not reflect the item as being sold out at the time of purchase. This error was due to a systematic issue that has been corrected. As an apology for the error we have extended our customer an offer of 10% off of a future Saks.com purchase, and we will be glad to assist in locating a comparable item that is currently available.

Thank you.

Review: Tuesday July [redacted] my company had a business meeting at [redacted] which is a restaurant and lounge that resides on the second level of Saks in Houston, TX. I assumed that we could be casual, so I had on a pair of my Tory Burch flip flops; however, unbeknownst to me, our Regional President was attending the meeting. In panic mode I decided to buy a pair of shoes in Saks since the shoe department was less than a minute away and my car was 15 minutes away. The salesman knew I was in a rush as I explained my situation to him. He picked the shoes out, which I trusted that he was a person of character and would do the right thing. I never inspected the shoe.I walked from the carpet on to Saks floors then back on the carpet, taking the escalator up the stairs, made a right and the restaurant was there. Upon arrival, I sat down and a colleague of mine pointed out how the shoes looked tatty and harshly damaged on the bottom. I was in the shoe at this time for maybe 5 minutes as I never left Saks.Immediately, I took them off and put them back in the original box and sat in a corner where I could not be seen. Once the meeting concluded, a 1 later, I proceeded to go back down stairs to exchange and/or return the shoes, which Saks wouldn't do neither.The Saks manager to tell me that is normal wear and tear of the shoe, I refuse to believe that. I was in the shoes total 6 minutes.I feel very disappointed with the interaction as I have had enjoyable experiences at Saks. All I wanted was another pair of shoes. Since then I purchased another pair and retraced my steps, the new shoes looked nothing like the pair I purchased. I feel the manager allowed another customer to bring back and then pawn off on me. Which is unfair. I have pictures of the shoes purchased 7/** and the ones purchased 8/**. Even walking in the store showing proof of my steps and I know they have tapes to see. All I wanted was the right thing to be done. Why would I leave the store and try to return if I was in the wrongDesired Settlement: At the end of the day I would an apology from the store manager and allow me to change out the shoe for the exact same pair or something similar.

Business

Response:

As [redacted] states in her complaint, she purchased the sale shoes from our store. We can assure that the shoes were in excellent condition when they were sold to her. The Selling Manager himself helped the customer and pulled the shoes himself, and assisted [redacted] with her purchase.