Saks Fifth Avenue

Review: On 8/*/2015 I bought a $400 e-gift card from the website. The order #[redacted] It was never delivered to my email address. and when I contacted their customer service, they told me that the gift card has been used, and there's nothing they can do.

They confirmed that it was not me (or anyone in my address) that used the gift card. However after investigation and talked to manager, they refuse to send me a replacement.Desired Settlement: I would like SAKS to either give me a refund on this order I never received, or issue me a replacement gift card.

Business

Response:

Tell us why here... We understand that the customer has concerns in regards to the electronic gift card purchased on August *, 2015 with order [redacted]. We have extensively researched this matter to offer resolve. The customer contacted our office on January *, 2016 to advise that the gift card was never received. Since electronic gift cards are sent directly to the email address provided by the customer, our representative confirmed that the email address was correct. On August **, 2015, this card was used as partial payment to place an order for a Bugaboo Carriage set. Based on our findings, we are unable to honor the request to have a new card sent.

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]

Since I never received the e-giftcard, and SAKS can confirm that it was not used by me, I believe that SAKS has some system error and has sent the gift card to someone else.

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

Sincerely,

Business

Response:

IWe have performed additional research regarding this claim. Our records show that the E-Gift Card was sent to an email address that we have on file for our customer [redacted]. This email address has been used for several of [redacted]’s orders dating back to 2013. I also reached out to the individual that redeemed the gift card for payment towards the Bugaboo stroller. She stated that the gift card was purchased using her PayPal account through a third-party website, and she provided the following URL as a reference: [redacted]. She explained that this was a members buy/sell website and contacted the individual directly to complete the gift card transaction. She kept her receipt as proof and also has the seller's information. We will be in touch with her again because she has to search through her emails for the receipt but is sure that she can provide the name of the seller.

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 ordered a $65 "final sale" item on their website -- called back within a half-hour to cancel and was told I couldn't do that because the order was already being processed. The customer service rep did say that once I received the tracking # for shipping I could call back customer service and they would contact [redacted] to have the package marked "return to sender" so that it wouldn't even be shipped to me. When I called back the second time following receipt of the tracking # (approx. an hour after the initial order was placed), the customer service rep tried calling [redacted] and they told her that the package had to be shipped to its destination before it could be returned and that I would have to use the Smartpost return label to return the item. I was not satisfied so I asked to speak to a supervisor. The supervisor ("Alicia F.") reconfirmed what the second service rep. had told me but offered to have [redacted] pick up the package once I received it so that I wouldn't have to go to the post office. I asked that they at least refund my credit card for the purchase and she said they couldn't do that until the item was returned to them. I advised her that I would dispute the charge with my credit card company and that I would never do business with Saks again. The supervisor didn't seem to mind that they were losing a customer who has spent thousands of dollars at Saks. So now I have to wait for the package to be delivered, for [redacted] to pick it up and for it to be delivered back to Saks and for them to credit my card -- a process that will probably take several weeks involve time and money of all concerned...when they could just have canceled the order as I initially requested. The Supervisor told me that Saks only has a 20 minute window between when an order is placed and when it can be canceled. That is ABSURD -- and NOT cost-effective!!Desired Settlement: Ideally, I would like to see Saks change its policy re: how much time a buyer has to cancel an order. They should follow the policy of most businesses and allow cancellations up to the time of shipping. In my particular instance, I would like them to advise [redacted] not to ship the package and return it to them instead -- as I write, this [redacted] has not even received the package for shipment! It is a waste of time and money for Saks and [redacted] to continue doing business this way. In any event, I would like a refund on my credit card for the order.

Review: Order not delivered no refund issued

On 6/* I placed an order online for wedding shoes. Kate Spade Pezz Satin Pumps $262.76. Online it said my ordered was delivered and when I opened the box it was someone else's order of 2 pairs of Prada shoes. I called immediately to let them know the issue. I shipped the order I received back they said I would receive a call within 2 business days regarding my order. Three days went by no call. I called a second time. No update. Said someone will call me. On June **, I called Saks for the third time. Demanding a credit. They said they could not do anything since it was with security. It is now June [redacted]. I have yet to hear from anyone from Saks Fifth Avenue on this issue or received a refund. I have also filed a dispute with my credit card company. This is by far the worst customer experience I have ever had. I will never ever order anything again from this store and recommend that to anyone else. Their shipping department mixed up the labels and its been 3 weeks and I have no shoes for my wedding and I'm out almost $300.Desired Settlement: I want a refund and anything they could do to offer for ruining my wedding!

Business

Response:

7/*/2015 response:We understand that the customer has been inconvenienced by the receipt of the wrong merchandise with order [redacted]. The issues that have caused our customer concern have been extensively researched. Unfortunately the customer received someone else’s order. Upon advising our office, we had the package returned. It is never Saks Fifth Avenue’s intention to ship wrong merchandise. This was an oversight on our end. Our records indicate that the shoes are currently sold out. We will request a full credit refund for the purchase price and the customer should expect to see the credit back to the card within 3-7 business days. We would also like to extend an accommodation to the customer in the form of a 20% discount plus free overnight shipping on the next purchase. The customer would need only refer back to the order [redacted] to redeem the offer.

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.Please contact me in how I may receive my 20% coupon.

Sincerely,

Review: I placed an order with its online store during its "free shipping, free return" promotion period. Order number [redacted] And I returned some of the items using the return label provided by Saks Fifth Ave. However, when Saks processed my return on 12/**/2015, it charged me $9.50 return shipping fee. I contacted its customer service right way, and was told that Saks would issue me a refund for the return shipping fee incorrectly charged. However, the refund never appeared.Desired Settlement: Refund me the return shipping fee

Business

Response:

Tell us why here... We understand our customer's concerns with regards to the return shipping fee. We have extensively researched this matter. Our records indicate the customer did apply the promotional code for free shipping and free returns. We are very sorry for the confusion and will request that the $9.50 return shipping charge be credited back to the customer's [redacted] card within the next 5-10 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:

On 1/**/2015, the merchant responded by saying " We are very sorry for the confusion and will request that the $9.50 return shipping charge be credited back to the customer's [redacted] card within the next 5-10 business days." Now it is 2/**/2015 (10 business days has passed), no refund has ever been issued to my credit card. The merchant was making a promise that it did not execute. Please re-open the case for me. Thanks! [redacted]

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 additional concerns regarding the shipping fee which was charged for the Saks order. We have extensively researched this matter and found the credit has not yet been processed. We will work to expedite this matter for the customer and the credit should be back to the customer's credit card within 3-7 business days

Consumer

Response:

Just received the refund of shipping fee. please close the case. Thanks for the help!

Review: On Monday, February [redacted] I ordered a pair of boots from saks online. On Monday, February [redacted] I felt that the delivery process was taking too long and went online to check the status. While checking the status the progress showed the item was delivered. I then called saks fifth avenue who advised me that they could not issue me a refund because they show the item as delivered. I explained to her that this was impossible as I was not home on Friday to accept a delivery. She said they would conduct an investigation and only issue a refund once the investigation is finalized.

It is unfair and unethical that my refund is delayed because of their investigation. I did not receive an item from them and I have to come out my pocket additional monies to repurchase an item that I did not receive.

I want my money refunded immediately!Desired Settlement: I want my money refunded immediately!

Business

Response:

Tell us why here...We understand our customer's concerns with regards to the Saks order placed on February [redacted]. This matter has been extensively researched. Our records indicate that [redacted] delivered the customer's package on February [redacted]. The customer contacted our office on the [redacted] to advise that the package was never received. We advised the customer we would start an investigation into locating the package and someone would contact her within 3-5 business days. Unfortunately we were unable to locate the package and a credit refund has been issued. The customer should see a full purchase price refund back to the [redacted] card within 5-7 business days. For future orders we ask the customer to request Signature Required to avoid this issue from happening again.

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 order my son a pair if burberry toddler sneakers for 165.00 and the company sent me two different shoes. I called the store and asked if I could bring them to the store and get the correct shoes and they refused. They made me purchase the shoes and again and said that I couldn't get a refund on the mix matched shoes until they were returned. This is so frustating to me bacause I had to pay twice for the shoes when it was the companies fault that they sent me mix matched shoes.Desired Settlement: I would like a full refund for having to pay for theses twice as well as my 40 dollars for two shipping and return fees.

Business

Response:

We understand our customer's concerns in regards to an online order for a pair of Burberry kid's sneakers. Upon receipt of the customer's concerns, we have extensively researched this matter in order to provide resolve. Unfortunately the customer did not receive the correct pair of sneakers as per the order. Upon contacting our office, we advised to return the sneakers for a full credit refund. Saks online store is unable to offer an exchange or ship out another pair without having to place a new order in our system. A new order was placed and delivered with a free upgraded expedited shipping service. As of yet, we have not received the return of the original pair of sneakers. The customer can return them for a full credit refund and we have notated the order to waive the return shipping fee. From our review, no shipping fees were charged at the time the orders were placed. If the customer would prefer to have Saks request a pick up, she would need only contact our office and refer back to order [redacted] where it is notated to offer this service.

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 unacceptable. I have attached how my shoes came. I expect some sort of compensation than what is offered for inconvincing a customer. I now have to not only wait to get money back I already paid, I also have to wait even longer for my shoes and may not receive them when needed. The fact that this company is acting so nonchalant about a careless, distasteful mistake made on their end is baffling me. Nowhere on the planet should anyone order shoes, wait for them, and from such a "high end" company such as SAks pretends to be, should anyone recievd two different shoes in a box!! Not the same style nor size! This was a huge inconvenience for a paying customer.

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

Sincerely,

Business

Response:

Once the package our client is returning is in transit, we will be able to expedite her return. The gift card has already been requested.We apologize to our customer for this inconvenience.

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]

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

Sincerely,

Review: The reason for my complaints that I never receive the items (the package was delivered to a wrong address that is not the exact address listed shipping label) and Saks.com refused to refund my purchase. I provided a detailed description of what happened.

Here is the full story: I ordered $1047 value of skin care from Saks on Feb [redacted]. The item was shipped on Feb [redacted]. The scheduled delivery data is Feb [redacted]. On the same day, my husband and I went back home noticing that there was no package. (Our apartment has CCTV, and if necessary it can be use as evidence).

Once I realized I have a missing package, I asked around my neighbors just in case someone might accidentally took it. No one did. Therefore, I called [redacted] and check my shipping label. I then realized that I misspelled my address from [redacted] to [redacted]. The listed address is “XX AAA, APT XX, XXXX, XX”. I quickly did the address search using [redacted] map. It turned out that there is NO street called “AAA” or anything that is closely-spelled (I removed the address due to confidentiality. Evidence can be found by using goggle map search ). I was very confused why the package will be delivered to a “NON-EXISTING” address. All packages are supposed to deliver to the address listed, otherwise ship back to the sender.

I contacted [redacted] as I did my search about the address. What the [redacted] representative told me is that the package was shown delivered. It’s possible that their driver delivered it to a wrong place because he or she uses [redacted] map which auto-corrected the addresses (which means that the package was delivered to a wrong location that is not listed in the shipping label). I was very shocked by the decision that the [redacted] will auto-correct your address without permission from the shipper or the receiver, which is completely not appropriate. [redacted] agreed to open a “lost package” case for me, and instructed me to hear back from them about the situation in up to 48 hours.

During the 48 hours wait, I have contacted [redacted] a few times trying to get update. On Feb [redacted], I finally get a conclusion by calling their customer service. They said that the local carrier did not give them an update within 48 hours, therefore, the [redacted] headquarter can close the case. The solution they offered to me is that “1. Write down the case number. 2. Contact Saks and file the claim. Specifically, I should ask SAKS to either refund me or reship the same items. 3. Ask SAKS to file a claim with [redacted]” ( evidence can be provided if necessary).

A day after, I contacted SAKS telling them what had happened and filed a case. The SAKS representative informed me to wait for 5 days for the decision. I finally heard back from them on Feb [redacted], and the decision is NO. Immediate, I have informed them that I am not accepting the decision. The reason that I am not accepting the decision is “1. I did not receive the items as agreed, 2. the shipping service that they selected delivered it to a wrong address because the exact address on the label does not exist”. Regardless of what address I put it there, it should be shipped to the “exact” address rather than delivered it to somewhere that they “picked/auto-corrected” for me.

I told them that if there was a “AAA drive” (as I provided) and the package was corrected delivered,to that address, I have reasons to be responsible. However, the key issue is that the package was delivered to a WRONG location, and they were asking the customer to be responsible for it, which seems unreasonable to me. The SAKS representative told me that they won’t refund me because I put in the wrong address. My rebuttal is that the package was NOT delivered to the exact wrong address I provided because it did not exist. Instead, the shipping company Saks selected CHOOSE some place and delivered it there. Therefore, the package was not delivered to the exact address I requested. It does not make sense to ask a customer to be responsible for the loss when the package was clearly delivered to the wrong location.

The situation went worse when I tried to contact Saks risk department to resolve the issue. On the first day, I got a call from them about this issue, I was able to connect to the manager immediately to discuss about this (however, the manager was not available). The second day when I contact them to talk to a risk manager, the answer is NO. There is NO way for a customer to contact the risk department even for legit reasons. I have to wait for them to contact me. That made me feel powerless in this situation.

Saks is the one making decision about the dispute, is the one informing me the decision, and is also the one denying me any possibility to seek my rights. All I can do is to wait for them to take actions, which is not fair. If there is a valid reason for the wait time (need to investigate more), it is reasonable for me to wait. If there is a policy requesting that all customers need to wait (24-48) hours, there is reason for me to wait. However, clearly, if I was able to connect to the manager yesterday immediately on the phone, it means there is no requirement for the 24-48 wait time. The same situation were handle differently by different people. The customer is the ONE who was treated unfairly.Desired Settlement: I want to get the refund from Saks.com and apology of Saks for mishandling of this issue.

Business

Response:

Tell us why here... Regarding the claim, [redacted] notified us on 02/**/2016 stating that she did not receive her package and advised us that attempted to resolve the issue with [redacted]. We reviewed the call she placed to Saks and initially, she did not inform the customer rep that she made a mistake with the address. It was only when the rep asked to confirm the address that she let this information be known. After reviewing her purchasing history and taking into consideration the statements from the [redacted] Driver as well as the fact that Saks did not place her order, the claim was denied. Please note that the customer feels the Driver delivered the package to an unknown location because she was unable to map the street address via the Internet. The tracking details show no history of an undeliverable address or correction. We did speak with [redacted] for more details in reference to the case she opened on 02/**/2016. They informed me that she initiated the follow-up and when the local terminal reached back out to her, she verified the address was correct. Subsequently, they closed the case as the Driver stated that he was sure the package was delivered to the correct location and delivers to the address on a daily basis. [redacted] informed us that they have no record of the customer advising them the address was incorrect or the letter ‘V’ being omitted from the street name [redacted]. Also, when we entered the incorrect and correct version of the full address (including zip code) via the mapping application, it produced the same location. We have requested that [redacted] re-open the investigation to confirm that the Driver left the package at the address of the apartments near the University of Delaware. We were informed that the case will be reopened.

Review: Order was placed on 10/*/2014 and cancelled due to a typo on my middle initial in the billing address. I had to replace order for this petty, stupid issue. When I replaced my order, I could not use my beauty/cosmetic promo code again because it said that I already used it on the previously cancelled order. I had to call Saks up to place the order. I was told that the gwp would be shipped separately and would arrive in 14 days. 14 days pass and I received a partial order. My makeup was received but not my bag that I was assured I would get. I called customer service to see what the problem was. The customer service was rude and aloof. I stayed on hold for 20 minutes for her to come back to me and tell me they don't know if they even have the item in stock and that I would have to wait on notification from the distribution center for 4 weeks. Unacceptable. I called back to speak to a [redacted]. Another equally rude and ignorant customer service rep puts me on hold for another 15-20 minutes. The [redacted], then gets on the phone and speaks to be in an abrasive and rude manner and cuts me short to tell me there is nothing she can do. When I threatened to return my items, she shouldn't care less. After I explained how long I've been a Saks customer and how much money I've spent in 3 years alone, she didn't even want to hear it. I've never delt with such a rude group of people in my entire life.Desired Settlement: I would like a refund or compensation.

Business

Response:

Dear Sirs,

As we understand our customer's concerns with regards to their gift with purchase, we have extensively researched this matter. The customer's first order was cancelled as our security department could not verify correct billing information. As our verification process is a normal policy, this is in place to protect our customers personal information. The customer placed a second order on October [redacted]. Unfortunately the system was unable to apply the code as it was recognized being applied to the first order. We immediately reached out to our fulfillment center to try and locate the gift in which to send. As with any of our gift with purchase items, they are while supplies last. We were able to locate the gift for our customer in our New York store. The store will be shipping the package directly to the customer at the address provided on the Saks.com order. Because our customer has been inconvenienced by this issue, we are happy to extend an accommodation gift Card for $25.00 which we will mail to the customer and should arrive shortly.

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:

While the [redacted] was very accommodating and helpful, after reading this message I did not receive any gift card. I don't know whether or not this was hypothetical or actual but it was not included.

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

Sincerely,

Business

Response:

Dear Sirs,

Saks Fifth Avenue has communicated via email with to [redacted], to advise [redacted] a $25 gift card was mailed on 10/**/2014, and she should receive the gift card shortly.

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 ordered a gift for my friends online at [redacted] and contacted the customer service right away asking to send my friends a gift receipt without prices in it. First, I was told by Brittany P[redacted] that they don't include gift receipts in the mail, but only offer them through email. A day later I received a copy of the email that was sent to my friend with the prices for each item in my order which stated to be the receipt duplicate not a gift receipt. I contacted customer service where they offered their apology and issued me a $25 gift card. However, when I asked them to write an apology letter to my friend and include a gift receipt in the email, none of the three representatives I spoke with were able to properly execute the task. Kayla, a representative who also refused to give me her last name, promised me to write an apology email and has never done that. Later on when I spoke to her again she raised her voice on me and then simply hung up the phone. Another representative Nicole W[redacted] first said that she can't generate the gift receipt without prices, put me on hold for 10 min and never even once checked if I was still hanging on the other end, eventually send the gift receipt to my email instead of my friend's email that I provided to all of them. Yet another representative Loagan Friday agreed to send him an apology email and in that email for some reason decided to present my friend with the gift card that was issued to me earlier. I asked to speak to the superviser and was promised to receive his call within 3 hours and obviously no one ever called me. Very rude, disrespectful, and unprofessional.Desired Settlement: Gift receipt returned back to me and increased to $50

Business

Response:

Tell us why here... We acknowledge that the customer who purchased online order [redacted] has concerns in regards to the wrong receipt sent to the recipient of the order. We have acknowledged the error on our end and want to be sure that the recipient is sent the correct information. Should the customer need Saks to re-send the correct information, we ask that an email be forwarded to our corporate relations advocate [redacted] with the recipient’s email address. Because of the inconvenience this matter has caused, we extended an accommodation in the form of a $25.00 Gift Card which has been mailed to the billing address on the order on January **, 2016. Please allow 7-10 business days for receipt by [redacted].

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 order(No.[redacted]) on the saks website on [redacted] Nov and the package was supposed to arrive by [redacted] Dec. When no package received, I wrote to their customer service and was told to wait and they would initiate an investiagtion with Alipay for international shipping. Then every time I checked with them about the progress of the investigation, they asked me to waite again. Last time they suddendly asked me to check with Alipay by myself. I thought this was nosense since I placed the order on Saks website and Alipay is their bussiness parterner, not mine. I am asking for the refund now and they asked me to wait again since they have no idea where the package is now. It was quite disappointing and I think they are not willing to solve the problem but wasting the time of customers. I paid the price of the products, tax and shipping fee, then it should be their responsibility to insure the arrival of the package. Please kindly help me close the issue. Thanks a lot!Desired Settlement: refund and explaination why this happened.

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.They have made the refund to me. Thanks for your help!

Sincerely,

Review: On December [redacted] 2015 I placed an online order with [redacted]. On the website they were offering a gift card promotion with your purchase. If you spent 2000$ or more in items that qualified for the promotion you would receive a 450$ gift card. I selected 5 items that listed on the website as qualifying items for the promotion and placed the order and entered in the promo code listed on the website to receive my promotional gift card. When I entered in the promo code it stated the promo code was not valid even though the website still listed it as a current & valid promo code. When I contacted customer service they stated that due to the overwhelming response they were not offering the promo anymore. However since the website was still advertising it, customer service said they would honor it. Desiree from customer service asked me to go ahead and log back on and place my order and then call back with my confirmation number and she would attach the 450$ gift card promo to my order. I waited several days for a confirmation email to be sent to my email, however I never received one. Concerned about the order and after chatting with customer service on there live chat website that stated I would have my confirmation within 48 hours (but still didn't) I contacted customer service again. When I spoke with Brianna she said there had been some issue with the order which she was unclear on and that the order had cancelled. She then stated that I could re-place the order with her and she also stated she did note that my previous order had the promotional gift card of 450$ applied to it and she would make sure to apply that to the new order. She also explained the gift card would be sent out separately from the items I purchased within 7-10 business of the order. I placed the order received a new confirmation number and patiently waited for email confirmation of the order, which I never received. I called customer service again several days later & spoke with Bri. She stated that ever since Black Friday confirmation emails from saks were not going out to the customers, but informed me package would in fact be arriving in a few days. I asked about the promo card and she explained that would be arriving shortly after. I received the merchandise finally, but never received email confirmation of the purchase. I waited and never received the promo gift card of 450$ which should have arrived no later than the [redacted]. So once again I contacted customer service. I was immediately told that specific items did not qualify for the promotion and I would not be receiving the gift card. I explained to her that not only did the website list the items as qualifying, when I spoke with with customer service confirming and placing my order they stated that I would be receiving the 450$ GC. I then asked to speak to a manager & spoke with Demetrias. She said after reviewing my order the items I purchased did qualify me for the lesser promotion of 100$ GC but one other item did not qualify so I would not receive the 450$ promo GC. I asked her then for the corporate number and received the number to contact Karen P[redacted] with online order disputes. I have since left her 3 voicemails and relieved no call back. Yesterday I received a gift card in the mail from Saks fifth for 100$ the card expiration date says 12/**/15 even though the card was not mailed out until January [redacted] 2015. I simply want what was advertised on the website and that is the 450$ gift card I was promised after purchasing these items.Desired Settlement: I would simply like the 450$ gift card, that I was supposed to be issued with the purchase of the items. I would have never made purchases of items not qualifying for the promotion and then expected something in return. I spoke with customer service several times during the order process and they never made mention that my items did not qualify or that I would not be receiving the promotional 450$ gift card. In fact every conversation I had until I had actually received my order they confirmed and stated otherwise. Once I received my order and inquired on the promtion, I was extremely mistreated and completely ignored by Karen from corporate after leaving her several messages over the course of two weeks & still yet to hear back from her.

Business

Response:

We understand that our customer has concerns in regards to the DEC2015 promotion for order [redacted]. We have extensively reviewed the issues to offer resolve for our customer. The customer contacted our office to request the promotion be added to this order because the previous order had cancelled. We did honor the request and all items that did qualify resulted in a gift card which was mailed on January [redacted] for $100.00. Unfortunately the UGG Australia boots and the Givenchy satchel were excluded which caused the remaining items to fall into the tier base for the $100 Gift Card. We contacted the customer today to advise that we have extended a onetime courtesy to increase the Gift Card to $450.00. For all future promotions, Saks does provide a list of excluded designers and we will be unable to provide any future accommodations for items that are not included. Our gift cards are mailed by the [redacted] and the customer should receive it within 7-10 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, however I never received a phone call or email today or prior to today, from a Saks Fifth Ave. representative. If I do in fact receive the gift card for the promotional balance of 450$ that Saks fifth avenue has promised in the response to Revdex.com then I have no issue resolving the complaint.

Sincerely,

Review: I requested a price adjustment for order #[redacted] in the amount of $189.00 and I was well within the allotted time frame. The representative Demarkus approved my request, however, after repeated attempts to have this credited to my account.......nothing has been refunded to date. I have wasted countless hours on the phone waiting for customer service only to be told "it takes more time." This is ludicrous. They refund should be processed in a reasonable time limit. The took my payment immediately when I made the purchase.Desired Settlement: I want an immediate refund of $189.00 and it would be nice if Saks showed their appreciation for my business as I have been a loyal customer for over 30 years.

Business

Response:

We understand our customer has concerns regarding a price adjustment for the 3.1 Phillip Lim sweater from order [redacted]. Our records indicate the customer contact our office regarding the sweater being further reduced to $189.00. A credit refund of $126.00 was processed on January *, 2016 and the customer can expect to see the credit within 3-7 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 CREDIT FOR PRICE ADJUSTMENT in the amount of $126.00 STILL HAS NOT POSTED TO MY CREDIT CARD DESPITE AN EMAIL CONFIRMING APPROVAL FOR THE PRICE ADJUSTMENT. This has been pending since 12.**.2015. An absolute disgrace to the integrity of this establishment. Poor business practice.

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:

If by resolved you mean that the customer FINALLY got what was owed to them, then yes; however, the time period is still unacceptable

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

Sincerely,

Business

Response:

We understand that many of our customers’ had been inconvenienced by the delay in credits being issued. We acknowledge this missed opportunity, however a higher than usual volume had to be processed which caused the delays.Because so many customers’ were inconvenienced, it would not be a practical business decision to offer an accommodation for each and every escalation. We will tweak our response in letting the customer know this is our final response back to her.We understand that our customer has remaining concerns regarding the timing of a credit refund for order [redacted]. Saks acknowledges there was a delay in the issuance of the customer’s credit for $126.00. When the customer contacted us initially, our associates requested the credit for the price adjustment, however because our team experienced a higher than usual volume of credits to be processed, many of our customers’ were affected and credits delayed. We want to assure our customer under normal circumstances, a credit is processed within 5-7 business days. Saks would like to extend our sincerest apologies to the customer for the delay. We are considering this matter resolved and the customer credited accordingly.Thank you.

Review: I made a purchase in December for a Christmas gift. It was a Burberry men's jacket. After making the purchase, I realized I was sent a 10% off coupon code for signing up for email alerts. I called customer service even before receiving the order. I was informed that I would get a gift card for the 10% difference which was about 40 to 45 dollars as the jacket was close to 450.00. Never received gift card. called back in January, was told that a request was created so that I could get the gift card. Nothing. Called back toward the end of Jan. Another request created. Finally called in February. transferred several times. Another request started with the definite " You will get your gift card for the 10% difference. Still nothing. Very poor customer service. I could've gotten the jacket from Bloomingdale's. I would think that the company would want me to get the gift card so that I can spend more money purchasing your products. The total amount I paid was 530.89 including taxes. They will probably also say that it was returned. Saks does not offer exchanges for online purchases so I had to drive to the location in [redacted] as I live in Charlotte to exchange for another size.Desired Settlement: I would like to receive the gift card I was promised repeatedly. 10% code was [redacted]

Business

Response:

Tell us why here... We understand the customer's concerns regardingthe gift card for the online promotion. We have extensively researched thismatter to offer resolve. The customer placed an online order which was returnedback to our distribution center and a full purchase price credit refund wasissued. A second order was placed for the same item directly from one of ourSaks stores. Normally we would not be able to apply an online promotion to astore order, however, our records indicate that we extended the accommodation tothe customer. We have requested that a gift card in the amount of $53.09 bemailed to the customer's address provided on the order. The customer can expectto receive the gift card within 7-10 business days

Review: order [redacted] Furla bag should come with a dust bag but I did not see it. They did not respond.Desired Settlement: send me the Furla dust bag to protect light color bag.

Business

Response:

We have carefully researched our customer's concerns. We recognize that the shipment of the Furla Satchel did not include a dust bag. As we apologize and understand our customer's concerns, we are currently working with our warehouse to locate a dust bag in which to send. We are awaiting response at this time. If we do not locate the bag within our warehouse, we will need to reach out to the vendor. This process may take several weeks. We will notify the customer once we have updated information in which to provide. Once we are able to obtain the dust bag, we will ship it out to the customer at no charge.

Review: Hello, I purchased an item at a Off 5th store while in Orlando at the [redacted] of July which is 4 hours from Tallahassee where I currently live and the dress doesnt fit I decided to take the dress back to a different Off 5th Store located in Destin, FL which is 3 hours away from my home which was closer then driving back to Orlando, when I reached the store I realized I didnt have the receipt in the bag, I was buying items anyway so the clerk told me that she could just give me a store clerk towards the other items which was fine and as she was returning the items and I was purchasing the other items one of the other cashiers called a man named [redacted] over who made her stop the transaction and embarrassed me and made a comment as if he didnt know if I had stolen the item so if couldnt be returned, I then advised that all items in the store have senors on them and I walked in with the bag with the sales associate confirmed he was VERY rude and people were standing around watching him belittle I then told the cashier I would still purchase my other items and please just let me leave as I have already been embarrassed he then said something in his walkie talkie and walked away, another man [redacted] walked up and asked what I wanted I advised I didnt ask for him, he then said Maam you have to understand that we dont know where you got this dress from AGAIN trying to act as if I had stolen it when I just wanted to purchase my items and leave I asked for his name and the other mans name purchased my items and walked out the store, I was then followed by a sales associate as I walked across the street to a different store, I never once raised my voice and was treated like a criminal when all I was trying to do was exchange something, every other store I have ever gone to including regular Saks stores I was never treated this way.Desired Settlement: I feel that if you have a policy that if you don't have a receipt to exchange something, then you should have the return and proof of purchase stickers that [redacted] and EVERY other department store uses so things of this nature don't happen. I was treated like trash and am now stuck with a dress that doesn't fit.

Business

Response:

[redacted] was attempting to make a return without a receipt and our policy states we must have "proof of purchase", plus the merchandise must be returned within 30 days. I have spoken with our [redacted] and I have been advised that the store offered to pick up the dress from her at no charge via FedEx, and that they would extend the 30 day policy if she were a bit over the timeframe. We must be able to be determine actual prices paid by our clients since we run different promotions and wants to credit her the correct amount that she paid.

If the customer would like to contact the [redacted]'s Selling and Service Manager, [redacted] at ###-###-####, perhaps he may be able to find her purchase in our systems and arrange to do the return for her. I suggest she call [redacted] and see if this issue could be resolved to her satisfaction.

Review: I ordered a pair of shoes on 12/**/15 and I go to check my order status and the order says that it was cancelled. I received no email or phone call as to why it was cancelled. I contacted customer service and they said it was due to a "red flag" and then they cancelled it for no reason. Now, the customer service cannot order the item because it is now SOLD OUT and I am out the item for no reason at all. My order number was [redacted]. I was told to call the Beverly Hills store to try and get it, however, after waiting on the phone for 15 minutes, no one would pick up the phone and the shoes are not even the same price anymore, I would have to go through the hassle of calling and getting a request for a credit done. There is no reason that the order should have been cancelled and I am highly upset at this, I have never had something like this happen to me before.Desired Settlement: I would like the Bally Villeneuve Lamb Fur-Lined Moccasins in a size UK 9 (US 10) at the price I originally bought them at ($142.50).

Business

Response:

We understand that our customer has concerns regarding the cancellation of online order [redacted]. We have extensively reviewed this matter in order to provide resolution for our customer. Our records indicate that a pair of fur lined moccasins were purchased with this order. The order was flagged for verification with our security department. This is a normal policy and is done solely for the protection of our customers. The security department uses several verification systems on their end to try and verify the customers' information. Unfortunately the information that was needed could not be verified. If the information cannot be verified, our security team reserves the right to cancel the order. We have located the moccasins online and they are available in the size previously ordered. Should the customer want to re-purchase, they would need only contact our office and we will be happy to honor the price from the previous order $142.80 and include free overnight delivery. The customer should 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 called and the item is NOT available. I have spent hours on the phone with customer service and even stores as they suggested me calling them, but even getting a sales representative to answer the phone takes about an hour and then I find out that they don't even have the shoe. I am so disappointed in the service that I have received and upset that I have wasted so much time trying to get a shoe which I should have gotten. What can you do to fix this?

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

Sincerely,

Business

Response:

We understand that the customer has contacted our office to place a new order. Due to higher than usual call volume, our hold time is longer than expected. It is understood that this has caused concern for our customer. Our Boston store may have the shoes in a Grey 15 color in the size 9D. If the customer would like for us to check on availability we would be happy to assist. The customer can contact our corporate advocate [redacted] to advise. If the customer would prefer to locate a comparable pair are extended accommodation does apply. The customer would need only provide the item number, size and color and we will be happy to assist in placing the 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 was helped in finding a new pair of shoes and the adjustment was requested. I will consider the matter settled once my refund goes through. thank you

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

Sincerely,

uring my visit I went to Saks fifth avenue off 5th in Grand Prairie, Texas and purchased $554.19 with of items, which included a pocket book, Michael Kors sunglasses. I requested a case for the sunglasses and was told they did not have anymore cases. When the cashier pulled out a Gucci case - I was willing to pay for it since one was not provided and was told by the manager I could not. This was very disappointing because of all the money I spent. The cashier offered me a generic case, which I had no choice but to purchase to protect the glasses. When I spoke with the manager she said the Director had to make that decision, but she was on lunch. I requested that the manager interrupt her lunch and get an answer since I was in the store. Once the Director was contacted she said no I could not purchase the Gucci case. I was really disappointed because no case for the Michael Kors glasses was offered. The store had no Gucci sunglasses so I did not understand what the problem was in selling or giving me the case. I was so angry I returned the items purchased besides the glasses. I am requesting the case for Michael Kors get sent to my home address, which is listed. The Manager and Director was not concerned about the outcome.
Product_Or_Service: Sunglasses

Review: It started with ordering an item that was available on line for the following week, but the store that was supposed to ship it, forgot. They offered to discuss this with me but never returned my phone calls or email with the exception on one woman who lied about what actually happen. I felt a "make good" was in order and asked for some form of compensation, even to adjust the items I had purchased to the current price but no one called me back. They also advertise free shipping but I noticed tonight that on their fed ex return label in tiny print there is a $9.50 fee. This is the short version. I will cc you on the letter I am sending them.

Moreover, and incredibly disturbing is the following. Most of my orders were placed on line and I used a [redacted]. I had destroyed my Saks Credit card and I'm positive I called to cancel it. then recently, I received a bill from asks credit services with some of my orders on them. I called and I was promised that it would be cancelled. However, I NEVER used that credit card on line ever and am still waiting to hear from your freud department how anyone could activate a credit card without my knowledge especially one I'm 99% sure I cancelled, and never used on line (and can't remember what year I last used it) and have yet to hear from someone. This is illegal and you can bet I will be contacting every company regarding this matter.Desired Settlement: I want someone to look into how someone can activate a credit card that was either closed and/or NEVER entered on line. I want instant reimbursement for everything I have ordered including shipping. And the name and phone number of someone to go over every item to make sure I will be reimbursed for every item I returned.

Business

Response:

As we understand our customer's concerns regarding the cancellation of the Milly Skirt purchased with Saks.com, inventory for this skirt did sell out very quickly. Unfortunately when the order was placed, our fulfillment center did not have inventory and we sold the skirt on our website with the disclosure that one of our Saks stores may have inventory of the skirt in the size and color our customer requested. When this occurs, once the order is placed it is then broadcast to our Saks stores. The stores have four days in which for one to pull the order and then try and locate the merchandise. We do place a disclosure on the site that because the inventory is limited, if the merchandise cannot be located, the order may unfortunately cancel. A member of our management team did review our inventory and order systems with extensive research found that the order was the last to be placed online. Inventory at that point in all stores had been sold out. Upon additional research we found the Alice + Olivia dress from same order was returned. A credit of $227.33 was returned to the Saks Card on September [redacted] and the return shipping fee was waived. Our records indicate the Saks Fifth card had been used to place the order. As our security team is diligent in making sure our customers information is secured, our credit services department has initiated an open case at our customer’s request to further research this matter. A member of that team did reach out to the customer on September [redacted] and left a voice mail message to further discuss. At this time, we ask that the customer contact the phone number provided within the message. If the customer no longer has the information, credit services can be reached at ###-###-####. As we understand that the customer is frustrated, unfortunately we do not have inventory of this particular skirt. As an accommodation for the inconvenience in which our customer has experienced, we are happy to offer a $25.00 gift card towards the next purchase. We will have the card mailed to our customer's shipping 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:

[Your Answer Here]

I listed several complaints about Saks, yet only one part was addressed. I will respond to their response with the following information. When I had placed the order for the size 12 Milly skirt on Saks.com it was late at night, or should I say very early in the morning. I then received an email telling me that my wait listed item for the 12 is available (after my on line purchase - I still have the email). Later that morning I went on line and also saw that a size 10 was available and put it in my cart.

I called a representative for assistance with another item and as she was looking something up, the size 10 disappeared from my cart. I asked her if she could find out if someone purchased the 10 since obviously having it in your cart doesn't secure it. She checked and said it's gone, but you can get a size 12. I said thanks but I already placed an order for one. I continued to check for the next few day to see if a 10 would come back but no such luck, however, every time I looked for the 10, the size 12 black was available. Why would the computer say there was a size 12 for several days when the 10 that was was sold out and showed a 0? (Please ask Saks for a recording of my conversation with that representative).

As far as them stating that my Saks card was used, I am only now aware of this. Every purchase I made, I used my [redacted] not a Saks card that I didn't even know was still active. As a matter of fact, I think for every order, I opened up my [redacted] chase rewards website and went through the ultimate rewards to go to Saks so I could get the extra points. As I mentioned on the phone, I destroyed the card a long time ago and I am 99% sure I cancelled it. As far as a representative calling me, I agreed that someone did me, [redacted], a [redacted] from [redacted]. She gave me her number and extension and I called 3 or 4 times leaving her a number to call me back at but she never did. I even tried getting results from someone who sent me a "we are sorry letter" out, [redacted], but she ignored my emails. And finally, the last straw was finding a Saks invoice in the mail. I called and was told that the fraud department would cancel it since I didn't recall using it or even have it in my possession. Before transferring me, they said someone from the Freud department would be in touch with me soon then they said they would transfer me to someone that could help me for now but I ended up on some customer service line that was closed for the evening.

If I had a week, I could list numerous problems I had with the store which is why I stopped shopping there. I thought to myself, since the on-line division is separate how bad can they be? Well…

Saks didn't address one issue in the above listed complaints. All they did was confirm them. No one I know shops at Saks anymore because they have their own stories. Check out [redacted] sometime and you can read some of them their. I was willing to work with them now I want nothing to do with them with the exception of refunding me the exact amount of every single cent I spent. Everything I purchased was returned so I am demanding a list of every single item purchased, the day it was received, and the credited amount. I want this ASAP so I will not have to pay a single cent of interest. I also want a letter stating that my credit card has a zero balance and that it is CLOSED!

Cordially,

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

Sincerely,

Business

Response:

The customer stated that she cancelled her Saks Card and has never used the card online. Our records indicate that the customer has used the Saks card for orders placed between August ** – September * as well as prior to. The customer stated that she has filed a complaint of fraud and was awaiting a call. Also she claims to have destroyed her card and is 99% certain she spoke with credit services to have the card cancelled.

Customer contacted Credit Services and reported that the purchases with saks.com on her Saks card are fraud but that she did have them in her possession and has returned them.

Our Director in Credit Risk talked to our client and told her that she was calling to see what happened. Our client stated that she has talked to several people and our [redacted] stated that she was calling because she does want to resolve this. Our client said “you guys have lied to me about everything” and hung up on our [redacted].

We will remove from our client from our restricted list even though we were not able to confirm with the customer exactly what happened. She will now be able to use her $25 gift card along with her own credit card to make her purchase at saks.com

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 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]

All Saks has done is take you and me in circles.

Here is what so far has been resolved:

1) I received a letter that my Saks card was destroyed (not when I asked them for this, only after I wrote to you at the Revdex.com).

2) I received a letter stating and indicating s items that I purchased and was returned I would prefer a clearer statement indicating every item purchased, returned, all by dates and by payment ([redacted] or Saks Card). They sent me an amateur word documents that are hard to read.

No one has addressed that after everything I have gone through (please see below) that a measly $25.00 gift card would make up for it. Not to mentioned

1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service. I called customer service and they tried but had no success.

2) A few days later after being denied to purchase some items, I was checking my credit card statement online and noticed they put all the charges through for approval TWICE! (is that legal)

I would like these as well to be addressed:

1) As stated above, a clearer statement indicating every item purchased, returned, all by dates and by payment ([redacted] or Saks Card). They sent me an amateur word documents that are hard to read.

2) An Answer how they can legally deny my purchase with their (measly $25 gift card) and my [redacted] which was in good standing.

3) How they can make it up to me that by the time they got back to you it was weeks later and the items (that were on sale during their Frineds and Family) had passed and none of the items I had tried to order were available to purchase.

4) Now my favorite: Someone by the name of [redacted] called me last week or possibly the week before. She only gave me her first name, no extension but a reference number. When I called and gave them the reference number, they confirmed my name address etc. and that was it. I asked why did you call me and reference the number? The guy said I don’t know.

5) And moreover, in addition to some of their staff being busted, there are currently 69 complaints on line under consumer affairs. No one addressed My “missing skirt" because this was never addressed in this matter” So you might want to hear this again. When I ordered a skirt in a size 12, (a rare size because designers don’t make too many in that size) at the same time I was loosing weight so I tried to order the 10, but while I was on line, someone bought the last size 10. For about 10 days I put my name on the wish list for the size 10, which never became available. however, the size 12 was always available. I recall calling a few days after placing my order asking if they could do a store check for a size 10. They said there were no 10's left only size 12’s. I told them I already ordered one and they said to check back periodically. I am asking you, the Revdex.com to please check for that phone call to prove that there were size 12’s available but the one that I had ordered and patiently waited for was never sent to me even though it was available on line and was on hold at the store. I was lied to because they changed the story several times - First they blamed it on the sales person in the store then they said oh, these things happen (all the while It was available for 10 plus days on line) and no one has yet to address this. Please find the tape..

FYI: Top 69 Complaints and Reviews about Saks Fifth Avenue[redacted] › Shopping › Retail Stores

Cordially,

Review: I placed on order for some beautiful white [redacted] shoes which I need for a special event. Fedex tracking noted they were to be delivered on 4/**/14 but I noticed the tracking info made no progress passed TN so I contacted customer service. On 4/** CS said they were on track to be delivered, on 4/** CS said they would be delivered "today 4/**" - when I replied and said it was the [redacted] they said they would investigate. On 4/** I had not heard from Saks (they had asked for 24-48 hrs to track down item) so I again inquired and was told sorry we will refund you in 3-7 days. Throughout this process no attempt has been made to find the parcel, nor to work with me for a solution, nor to deliver the merchandise.Desired Settlement: I want the shoes! If fedex lost them it is up to Saks to procure a replacement and deliver it ASAP.I also expect a discretionary discount of 15% to be applied to the order for their ambivalence and lack of service.

Business

Response:

This issue has been resolved for our customer. Although the initial package was lost; a replacement pair of [redacted] Iriza Leather d'Orsay Pumps has been sent to our customer, and according to Fed-Ex tracking number [redacted] the package was delivered on 4/**/2014. We have also sent our customer a $75 gift card as an apology for the inconvenience this has caused her.

Review: I placed an order (#[redacted]) on Saks.com and used nine $25 gift cards on July **. However, they claim that they "encountered a system error" and thus had to cancel my order, combine all of my gift cards into a new one, and place a new order (#[redacted]). They did all of these without my consent. Being afraid of that I will not be able to get cash back on a third party cash back website(Chase ultimate rewards mall), I cancelled my order on July **. I chatted with the customer service representative and required her to give me the number and pass code of the new gift card used in the new order. She initially rejected, but after communicated with her supervisor, agreed to send me a new virtual gift card on the same day (July **). Here is the original scripts: "9:36:37 AM [redacted] I spoke with my supervisor and was told once the order cancels there will be a virtual gift card emailed to you today." However, I did not receive my gift card on that day. On the next day, I contacted the customer service again and was told that I will receive a gift card within 24 hours. I waited 32 hours, and unfortunately, I still have not received my gift card. I tried to contact the customer service again tonight, and was told they have no control of when the gift card will be emailed. They were so inconsistent. I wasted lots of time in chatting with the customer service representatives and still failed get my gift card back.Desired Settlement: I require them to send me the new gift card ASAP. They can cancel my order but should, at least, inform me when combining my gift card.

Business

Response:

After researching this, I have been advised that the customer's order went on"Hold"due to the number of gift cards used on the order. While we do allow up to 9 gift cards to be used on an order (and the customer did use all 9), it does sometimes cause a glitch or system issue that causes the order to freeze and have to be cancelled. In order to make sure we did not encounter this issue again when we replaced the order, we combined all of the cards to one. This did allow the order to progress properly, but then the customer cancelled it. We were working to have the funds sent to the customer in the form of a virtual gift card, but after several attempts, the gift card was mailed to her billing address. We did check the balance of the card and all funds are on the card. She should receive it soon.