Saks Fifth Avenue

Review: I am at a loss for words regarding the level of customer service I have received from Saks. I would expect so much more for a company at this level. [redacted] far outshines them when it comes to treating their customers with respect and consideration. First, I attempted to reach them via phone and chat several times yet was left on hold for so long each time I would eventually just give up. After 3 days I was finally able to reach someone on chat who disconnected the conversation without addressing my issue. I tried yet again and reached someone who appeared very unfriendly and unwilling to help (seems like a requirement for their employees?). I had to push very hard to get a solution and even then it was noncommittal and I didn't get exact information on the resolution (i.e. amount of my refund). Two days later I reached out via chat (glutton for punishment I suppose) and was able to get the details of my refund... or so I thought. The figures changed a couple of times during the conversation and the amount refunded still doesn't jive with what I believe it should have been. Again, I was disconnected while in the process of writing a response to the agent. Not to mention that each time I've had to prompt the agents just to get a response at all. They are extremely slow to respond (and that's if they respond at all). In addition, I had called in immediately after receiving my order to report damage on one of my items. I had ordered a pair of Ralph Lauren shams and one had a pretty significant snag. This was just before Thanksgiving and was to be used on a guest bed for family. There wasn't time to return and order a new set before the holiday and there are no stores in my state. The rep I spoke with was either unable or unwilling to help in any way (I'm going to go with unwilling considering my subsequent experiences). The only offer was for me to ship my items back and place a new order meanwhile being without my items yet paying twice. When you spend this kind of money with a luxury brand retailer you expect a much higher level of service and respect. To be cut off, ignored and to not have your issue or question taking seriously and handled with care and a positive attitude. My overall experience with Saks has been extremely frustrating and disheartening and I do not see myself returning as a customer. I contacted Saks customer service (via chat) again on 12/**

to confirm that my credit had been issued. I was told that it was issued on

12/** however I was informed that only half of the credit had been submitted,

in the amount of $23 (and even that I am disputing that even $46 is the correct

credit amount to begin with). Disputed amount aside, I still have not seen any money

returned to me, even the first half. I was told by the rep I spoke with on

Monday, Dollena E[redacted], that she would put in another request for the additional

$23 which would take an additional 10-14 days to process. Yet again, the rep I

spoke with was not responsive, friendly or very helpful and at the end of the

conversation just cut me off without warning as the others had. Desired Settlement: I was apparently issued a refund in the amount of $46 but I believe the correct refund amount should be $62.10. It's a small amount but at this point it's the principal of the matter and the fact that their customer service isn't willing to give me the time of day to even address my problem.

Business

Response:

We understand that the customer has concerns in regards to the

online order [redacted]. We have extensively reviewed this matter to determine a

resolution for our customer. The customer contacted our office to advise that

there was an issue with the items purchased. The customer expressed that

she did not want to return but wanted a discount. We did honor the price

adjustment for the customer. Our office was then contacted regarding an additional

$23.00 price adjustment. Since the customer ordered the shams in a quantity of

two, the adjustment was only honored on one of those items. We had requested

the additional $23.00 to be credited to the customer. This was processed on

December [redacted] and will be placed back on to the [redacted] in 3-5

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: Order # [redacted].I returned TWO items from this Order. I returned both items, by mail, sometime during the beginning of February 2015.The two returned items are as follows:Khaki Surplus $24.49Saks Fifth Gray $23.99Per Saks OFF 5th Customer Service, I have been told that these items were received by their Distribution Center on 02-**-2015. And, then, I have been told that these items were received by their Distribution Center on 02-**-2015.As of today, these TWO items have NOT been credited back to my Saks Credit Card.

Product_Or_Service: Clothing

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Credit back to my Saks Credit Card the following TWO items:Khaki Surplus $24.49Saks Fifth Gray #23.99These two items are from Order # [redacted]

Business

Response:

Response 3/*/2015:We understand our customer’s concerns with regards to the return of merchandise from order [redacted]. We have extensively researched this matter. Our records indicate that we received and processed the return of the customer’s items on March *, 2015. A credit refund was issued back to the Saks card on this date for $43.22. We will extend an accommodation to credit the customer back for the return shipping fee of $9.50 which will be placed back on the Saks 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hi,

I went to Saks Fifth Avenue to buy a specific type of shoes (IKKII Low Moon Boots), which I saw online. When I went to Saks a salesman, in the women’s shoes department, told me that I can only buy these shoes online. My size is 7, on the website was indicated that I need to order +1 size, in order to fit my size. I did as advised and ordered size 8. I was very happy to buy the shoes online, because the price was discounted from $450 to $135 (final sale). When I received the boots I tried them and to my big surprise, they were small. So, I bought size 8, in order to fit my size 7 and they were still small. On top of this, due to the discount the sale was final, so it didn’t allow me to exchange or return them. I am extremely frustrated with this purchase and I feel I was mislead/cheated by Saks online description. I am not allowed to return/exchange them, but at the same time if the online description was right I wouldn’t be in this situation. I hold Saks accountable for this.

Sincerely,

[redacted]Desired Settlement: I want shoes that will fit my size 7. Appears that IKKII online size is not correct and instead advertising size 8 (to fit size 7) you should advertise size 9 (to fit size 7), or +2 size. So, I would like:

a) Either my shoes exchanged for size 9 (which is in reality size 7)

or

b) Be able to return the shoes.

Thanks,

Business

Response:

We understand that the customer has concerns in regards to returning the Moon Boots purchased with order [redacted]. We have reviewed the order details to provide resolution for our customer. On February [redacted], the purchase was made for the deer color in the size 38 which is equivalent of size 7. We found no further orders placed thereafter for a size eight which would be a 39. The reviews for this product do indicate to order one size larger than what a customer would normally wear, however the customer did order the size 7 according to the order notations. If the customer would like to return the size 7 shoes in saleable condition, we will accept them back as a onetime courtesy. Currently the size 39 (8) shoes are still available in the deer color and the customer is welcomed to place a new order with Saks online.

Review: I placed an order, and Saks cancelled it. When they called me, they left no message and no call back number, and there was no way for me to call back their security department. The order that I had placed was a special gift, and I had used 2-day shipping, and because of the fact that it was delayed, it ruined my thanksgiving gift.

Also, I just placed another order, and they canceled it again because they once again said that they need to verify my information, and this time I didn't even receive a call from their security department. I have verified information, so I don't understand why they recently canceled my order of approximately $44.

Also, I just called customer service and they placed me on hold for 25 minutes, then hung up on me and I think this was intentional.Desired Settlement: The order that they canceled, which ruined my thanksgiving was worth $208, and I want this in the form of a gift card so that I can place another order for Christmas.

Also, I want the security department to leave a message and a call back extension so that I don't have to wait DAYS for them to contact me again.

I also want a second gift card worth $44 for the other order that they canceled for a total of $252.

Business

Response:

We understand that the customer has concerns regarding two

online orders. Order [redacted] and [redacted]. We have extensively researched both

orders to provide the customer with resolution. Both orders were placed on

November [redacted]. Unfortunately the first order, [redacted] was cancelled by our

security department because they were unable to verify pertinent information

necessary to confirm the order. All online orders are subject to Saks

verification policy and is done solely for the protection of our customers'

information. Because we were unable to verify the order, the order was

cancelled. We would be happy to assist the customer in placing a new order for

either the same merchandise or comparable items. The second order, [redacted] was

cancelled by the customer. On December [redacted], The customer did request to speak with

the security department, however because of security reasons, we are unable to

transfer customer calls directly to that department unless the customer has

expressed that they received a message to contact us back. We did express to

the customer that we would be happy to request that department contact him

directly. Should the customer want to place a new order with Saks online, we

extend an accommodation of free overnight delivery and 10% off the next

purchase. The customer would need only reference back to the cancelled orders

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:

I do not accept this response. There are a number of things blatantly incorrect about your response. First of all, they were not trying to transfer me to the security department. I know that I cannot be transferred to that department. They placed me on hold for 25 minutes to only look up a gift card number, which is ridiculous, then they hung up on me; there is no excuse for this so please don't attempt to look for an excuse. Secondly, I cannot log into my account to look at the 3rd order that was canceled, and I never canceled one of my orders. My account was either hacked or there is something wrong with the system at Saks. Third, not only have you ruined my thanksgiving order, but the third order that was placed for ~ $88 was a gift for my sister, and you have canceled that as well, and you have once again made an error and said that I, the customer, canceled it, which is false. So not only will I reject your 10% and overnight shipping on my next order, but I now want a gift card in the total of amounts that you have canceled, so $252+88=$340. This is the only thing that I will accept. Please look into your faulty system, as all of my information is clearly correct and nothing needs verifying. You should never have had to verify anything. Also, how could Saks be so incredibly incompetent to cancel my order and then tell me I canceled it? I never did. Only respond if you have something accurate and factual to tell me, and one in which it's what I want to hear.

In order for the 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:

Hello, I tried placing an order with the $75 gift card, and once again, my order was canceled. Can you just please send me a gift card for $150 so I can physically walk into a store and buy something. When I try to log into my account, sometimes I can't because I feel like your online system has many technical difficulty. Please just mail me a $150 gift card so I can physically purchase my merchandise. This is getting very frustrating and I can't keep having my online orders canceled. Please send it to my California address:[redacted]

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

Sincerely,

Business

Response:

We understand that our customer continues to have concerns regarding placement of online orders. We have further reviewed the issues with the new order placed on December [redacted]. Unfortunately the order once again needed to be verified by our security department. Because our security department was unable to verify the information provided to the order, the order did cancel. Notations on the order indicate our customer advised he no longer has the gift card that was used for payment. We have requested that the gift card be re-issued for the same amount and shipped to the address which the customer has provided. Normally this process can take 7-10 business days. Based on our additional research, we are unable to extend an accommodation to increase the value of the gift card and recommend for future online orders, that the customer contact us to place the order at which time we can verify the information provided and contact our security department if the order does flag for verification.

Review: I didn't receive the products I ordered and paid for.

I placed an order with [redacted] on Dec **,2013, and the order number is #[redacted]. The package was delivered on Dec **, 2013. But when I opened the box, I found that only 1 large bag was inside, which I didn't order. All the items I ordered were missing. However, the packing slip inside the box showed my name and the products I ordered correctly, and also the shipping label also showed my address and name correctly. So I contacted the customer service immediately, and packed the large bag back to the box as when it came and used the prepaid return shipping label to ship it back, as the representative told me to do. And I am very sure that the bag was brand new with tag and original packing. The package was return-shipped on Dec **, 2013 and picked up from USPS on Jan *, 2014. During Jan ** and Feb **, I called at least 4 times to check the order status and every time I was told the case was still in investigation.

Today, I got a package from Saks Fifth Avenue, with the large bag I returned inside, and a letter saying that "Unfortunately, we are unable to issue credit to your account because our records show that the returned merchandise was not sold by Saks Fifth Avenue." What I would like to point out is that this time the original packing of the large bag and the UPC code are removed, both of which may show the evidence where the bag was from.

I am a diamond member of Saks Fifth Avenue, and purchased more than $30K from the merchant last year. But this time the customer service really made me furious. First of all, if the large bag was not sent from Saks Fifth Ave, why did they spend more than 1 month to investigate this issue? It is very easy to tell if the bag was from another place. Secondly, if the bag was not sent to me from Saks Fifth Ave, why did they remove the original packing of the bag and the UPC code when they sent the bag to me for the second time claiming that the bag was not sold by them?

What's more, the merchant charge $38.32 tax on this order, but I live in PA where apparel has no sales tax at all.Desired Settlement: I am asking for the merchandise I ordered and paid for, or a full refund to my credit card.

Business

Response:

Review: I have made an order on saks fifth avenue website with the order number of [redacted] on Feb.** using my [redacted] card. I bought two items, which are Valmont Prime Regenera I/1.7 oz and Valmont Hydra3 Regenetic Cream Prolonged Hydration cream/1.7 oz. The total amount is $472.50. Due to the saks' promotion at that time, in my order summary, there also shows two free gifts, one is a gift tote with any $125 purchase(as seeing and stating on their website, the tote includes many free samples of some famous brands, such like [redacted], revive, two of valmont hydra3 gifts, which are exactly what I want to try, and a gift card of $50 off $250, and some other free fragrance and cream which I cannot remember), another gift is a valmont special gift with purchasing of valmont products over $450, (as seeing and stating on their website, including a valmont eye cream II and valmont Eye Regenerating' Mask). However, on Feb.** evening, when I arrived at home and open the box, I found thoroughly, but just found that there is only Regernera I and the white gift tote in the box, there is no Hydra3 cream, also there is no valmont special gift inside. Besides, the gift tote package is broken and only very few small samples like fragrance samples, and a gift card are inside, I did not see in the tote there are two valmont hydra3 samples, no [redacted] lip gloss, no revive cream sample. For the gift card in the tote, it is only a $50 off $250 in sunglass purchase, which is like a cheating, because on their website, it could see clearly that it is a gift card which is $50 off $250, but I think nobody would consider it is only for sunglass purchase since it is as a gift in the beauty gift tote! I was very upset and disappointed and immediately called saks customer service to report that I did not receive the hydra3 cream, and did not receive the valmont gift, also the gift tote with purchase is broken. However, nobody apologize to me, and they just told me to wait for 7-14 days, also they asked me to return the broken tote and they would reship a new tote with samples to me. I was very upset and don't know how to do. On the next day, according to their request, I just returned everything I have received and hope this matter could been resolved soon.

It was a very suffering period during waiting, and I spent a very torture weekend. After that, I tried to contact saks customer service to ask the status of my order, the employee's attitude is often rude, inpatient, and they often close the chat window directly when I am still typing words. They always ask me to wait. After one week, they told me somebody would contact me in 24 hours. I waited the whole day, but nobody contact me. On the third day, which is after 48 hours, I got a phone from saks just told me that I cannot get my refund of hydra3 cream and her attitude is very rude. I totally cannot accept this result, and I am very very angry.

After spending several depressed days, I wrote to their customer service complain department to complain about this. At the beginning, I got their reply, but still insisting not give my refund back to me. For the gift, they only states that since their promotion is ended, so I cannot get a new free tote, how ridiculous of this! Because I returned the tote as they requested, but I did not receive any new replacement until now, and it has passed 20 days. So I reply to them to express my opinion, they replied me again, saying that although they cannot give my refund to me, and they do not have more tote, they may reship me the valmont special gift if there is still any in their inventory. I replied to them to repeat that I need my refund back, and also I need they make sure that they would ship the valmont gift to me not just after checking their availability which sounds like more like an excuse. However, it has been two days since I sent them my last email, and I did not get any reply till now.

Also, for the returned item of RegeneraI, in the return prepaid label by saks, it says it would take 2-9 days to ship to saks, however, I returned the item on Feb.**, it ship to saks on Mar.**, which takes even three days longer than the timeframe of their policy. And it takes another 7 days that I receive their email confirmation. The efficiency of saks is really too slow. My [redacted] card is due soon, and I still not see my money come back.

Finally, I have to say that I have done all I could do but it seems my effort is meaningless, saks is really disappointed. I paid money to saks, and I did not get the item that I am expecting to get, and they even refuse to give my money back! And this matter has been prolonged for so many days, affecting my life and emotion very much. However, saks would not care about what their customer would feel, they just treat me as what they like. And until now, I did not get anything from saks, my money is hold by saks, I cannot even get a small gift which should be expected to ship to me 20 days ago. For me, every time when I shop in any other large store which sell cosmetics products, they would give me some free samples that I want to try without requesting me buying anything. However, from saks, I paid them more than $450, can even not get a small gift until now. Compared to other similar company, the attitude and efficiency of saks is really disappointed!

I really have no idea where could I complain to get my money back, then I have to look for help from Revdex.com. I really hope Revdex.com could help resolve my problem. And I would be really really really appreciate it.Desired Settlement: First, Since I have returned all items I received for this order, I request to get my full refund of this order, which is totally $472.50.

Second, I want them to reship me the valmont special gifts with $450 purchase. Also I need them to reship me the samples that included in the tote, I could neglect the fragrance samples, but I indeed want the [redacted] gloss, valmont hydra3 serum and cream, as well as revive cream samples. I want to receive these gift which were expected to ship to me 20days ago as soon as possible.

Third, I request a real gift card which could be applied to beauty products, not only for sunglass purchase.

Business

Response:

Dear Sirs:We understand our customer’s concerns in regards to the receipt of Saks order [redacted] We have extensively researched this matter. Based on our findings, the Hydra 3 Cream was wrapped together with the Prime Regenra in the same bubble wrap and placed in the box. In addition, the Beauty and [redacted] gifts were included in the same package. Based on our findings, we are unable to honor our customer’s request for a credit refund for the Hydra 3 Cream. We have extended an accommodation to the customer and mailed another [redacted] gift which is estimated to be delivered on March [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:

[Your Answer Here]

I have to question the work efficiency and attitude of saks. I attach the picture that they promised to send to me which is the [redacted] gift. However, it is clearly seen from the picture that the box is broken, and there is nothing inside. I don't want to think in the way that it is saks who intend to do like this. I hope I can guess that maybe it is broken during the shipping, maybe somebody who forget to put my gift inside. But this is really disappointed. And this thing would put me forward to question that saks also make similar mistake about my hydra3 cream as mentioned in my complaint. However, I have returned that box according to the request of saks. At the current stage, I insist requesting saks to refund my money of hydra3 cream since I indeed did not receive it and it is my right to get my money back. I cannot accept that saks refuse to refund my money. Because I paid money to saks, and I did not get the item that I bought. I could make myself do not care your rude attitude when I report the missing item and ask for a refund, I could also make myself accept your prolonged time in dealing with my order, I can even neglect the beauty tote that you sent me is a broken and incomplete. however, It is saks' responsibility to make sure that each money I paid should get the correct item that I want. AND I MUST GET THE REFUND since I did not get the item at all. And I CANNOT ACCEPT SAKS HOLD MY MONEY till now. I just want to get my refund as soon as possible since it has last a very long period. And it seems that saks does not take care of their customer's feeling since they can even send me a broken empty box.

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

Sincerely,

Business

Response:

Dear Sirs:We understand that our customer still has concerns in regards to the Saks order [redacted] The issues have been shared at senior level with our Saks.com team, and in doing so, they have reviewed and explained what their research had shown. We have learned that both the Hydra 3 Cream and Prime Regenra were packaged together in the same bubble wrap. Based on video and pictures provided, the information we have carefully reviewed dictates we are not able to honor the request for a credit refund. We have acknowledged the customer’s concerns regarding the [redacted] Gift . A new [redacted] gift was mailed to the customer and received on March [redacted]. Based on our extensive research of this matter, we are unable to honor the customer’s request for refund and consider the matter resolved.Thank you.

Review: I placed an order (one La Prairie Classic Caviar Holiday Set) on saksfifthavenue.com on Nov.**, 2014 and did not get any shipping information until Dec.**. This is a birthday gift I prepared for my mom, and I need it on Dec.*. So I called customer service to check my order status, then they told me that my order got security check due to the large amount of money I spent. I got call from their security department several hours later and they told me to contact customer service to verify order. I did what I was asked to do. So I asked again about my order delivery date. According to the estimated delivery date, I should have received my order already. The customer service representative promised me on the phone that the package would get overnight shipment and should arrive on the following day, Dec.**. Meanwhile, the delivery date on my order is updated to Dec. ** on Saksfifthavenue.com. So on Dec.**, I had been waiting for my packaging for the whole day but I got nothing. I went back to my online account and the order status changed to “Estimated Delivery: Not Available”. By checking [redacted] tracking number offered, I found out that my packaging label was just created and there is no estimated delivery date. So I called customer service again, they told me because overnight shipping is expensive, they decided not to do it and they would do nothing to let me get it earlier. I was disappointed and angry at the answer I got and the way it was told. DO not promise anything if you cannot make it! To make sure I can get my mom’s birthday present in time, I asked to talk to a supervisor. After I told the whole story again, I got the same answer “we can do nothing and the packaging was shipped out”. I could not believe what I had heard. I asked him again to provide a solution or any corrective action so that I can get my packaging earlier, and the answer is always the same “we can do nothing, the packaging was shipped out, you need to wait”. He was not even willing to show his goodwill or any sincere apology. He even brushed me off and told me the shipment will be arrived next [redacted] (Dec.**). [redacted] cannot even provide an accurate delivery date. How he can just make one up when the shipping order was just created !! Such a liar! He NEVER tried to resolve the problem and just tell me to wait. I am so upset with such negative respond and attitude I got from this supervisor. At the end, it was me who asked for compensation due to huge delay and inconvenience. He was so reluctant to say that he can give me $25 gift card. After I spent $1000 on this order, several hours to wait to talk to a customer service, inconvenience they caused and such bad attitude I got, there is no way I can be satisfied with this solution. Especially, I am the one who mentioned the compensation first, not the supervisor. He also told me they never did compensation to customers. What an honor to me!!! He also told me “you already got free shipping”. Your company emailed me a free-shipping promotion code and I got a free shipping out of that, not because of his mercy.

I spent 1000 dollars and a couple of hours over the phone. What I get is nothing but anger and disappointment.Desired Settlement: Make sure I can get my order on Dec.* 2014 and I need a reasonable compensation.

Business

Response:

As we understand our customer had concerns regarding the shipment of their Saks.com order, we have extensively researched this matter. All orders are subject to a verification process with our security department. This is done completely for our customers’ protection. Our records indicate that the order was placed by the customer on November[redacted] for standard delivery. We did request upon hearing from our customer to have our security department ship the order overnight. Unfortunately the order was verified and released by our security department before we had an opportunity to change the shipping. Once an order is shipped, we are unable to make any changes. We understand that our customer was inconvenienced and extended an accommodation in the form of a $25.00 Gift Card which was mailed. The tracking information indicates that the order is scheduled to be delivered on December[redacted]. We know that the timeframe has been a concerns for our customer and we are happy to extend an additional accommodation for a $25.00 Gift Card to be mailed.

Review: I have ordered [redacted] Neyana Leather Mid-Calf Boots from [redacted] on October **, 2013. They were shipped to me and I have received them on October [redacted]. Planning to wear them in the fall I was waiting for cooler weather and was able to wear them for the first time in November and the second time in December. The boots were supposed to be my "going out" pair, not meant to be worn every day. After second wear on December **I have noticed that the soles of the boots were completely peeling off. Couple of days later I have found the time to call Saks and explain the situation. The associate [redacted] was very nice on the phone and agreed that shoes should not wear off the way mine did only after being in my possession for a month, not to mention actually being worn only twice and suggested that I would send them in for examination. I have done that the very next day and was anxiously waiting for a response. To my surprise two weeks later (december [redacted]) I have received the box with my boots and a generic letter explaining that the boots are worn and not in salable condition, therefore could not be returned. I have immediately called Saks back explaining that I did not claim that the shoes were in salable condition, but rather defective, wearing out after only two wears. After calling for several days in a row and speaking with different associates and managers (including [redacted] and [redacted]) I was told that there is nothing they can do and that the shoes show "excessive wear" and there is no supporting evidence to confirm that they were only worn twice. " Per our conversation, you stated that the heels would only show two times worth of wear but they do look like it’s been more than two times worth" - statements like this one clearly pointing out the distrust in what I was saying. I understand that the associates have to relay on supporting evidence, but my point is that the boots should not have soles completely peeling off and look the way they do even if I wore them every day for a month. At the same time I do think I have a very strong supporting evidence as the bottom of the shoes still had an original tag attached. I am clearly dissatisfied with the quality of the purchased high-end item that I was hoping to enjoy for years to come, but the store that had sold it to me clearly doesn't stand behind their products and doesn't care about my satisfaction.

After further elevation of the issue I spoke with [redacted] who suggested that they would contact the vendor and see if in fact this could be a manufacturer's defect. After two weeks of waiting I finally got a response yet again stating that the boots show "excessive wear" and could not be taken back and that the best they could do would be offering me 25% off if I would keep the shoes and also not recommending that I would proceed with a dispute with my credit card company. Needless to say, I did not accept the offer and at this point it is clear that Saks is not willing to do anything to remedy this situation, but I do not believe that a quality product that cost $600.00 should only last a month much less two wears. Please help address this situation with Saks Fifth Avenue!Desired Settlement: Since the product I have purchased showed poor quality and inferior material after only two wears I would not be able to accept a replacement, but only refund of the money paid.

Business

Response:

Review: July **, 2013, I paid in www.saksfifthavenue.com two orders, order # [redacted] and order # [redacted], a total of three items with American Express cards, and received saks order confirmation, and mobile phones Credit card pre-authorization transaction amount received for information. In the [redacted] Beijing morning 6:27, I was sleeping, suddenly received a **###-###-#### strange call, claiming to be from saks, I am very familiar with this phone, because I know asks telephone number is ###-###-####, so I told her, I want to turn on the computer, check the telephone **###-###-#### in asks is right or wrong? And I do not speak English, then the caller told me to cancel the call. When I turn on the computer found just received a message from saks, 6:30 am Beijing time, is a message to cancel the order, I was very puzzled, and quickly Customer Service Live Chat, saks sales representative told me, because I credit not used saks Security certification, so my order was canceled! I told saks sales representative, one, I was the first time in saks buy something, did not receive any instructions about shopping must manually verify credit card information, did not receive any information about credit card can not be verified on the message to cancel the order and contact the morning saks me, and I told her I want to verify the phone number, she did not tell me to continue to verify any of the information on a separate end the call, there is no cancellation of orders after I allow individual behavior is irrational, a phone for a few seconds, did not mention Order any of the information, no question about the credit card bill validation, not as is the safety certification process. Customers are not permitted in the case alone can not cancel the order. Two, my credit card is internationally certified American Express cards can be used in the U.S., and has been a lot of online shopping in the United States, for example: [redacted],. [redacted] etc., can normally pay. 3 of my credit card and billing address are real, you can confirm with my bank card to prove my information is correct. My credit card was normal use. 4, on security issues, saks that the cardholder's card over the phone checking the information to prove the safety of the card, but saks representative because I did not understand the language that is not checked against me, hang up the phone with credit card there are security risks on the grounds, a direct cancellation of orders, a total of three minutes before time, there is no serious in-depth investigation of the card security. So this I do not accept that there is no evidence that there is a problem I'm stuck, I do not understand the language, the problem is the ability to work saks, no customers to bear. 5, did not recognize the caller was, from where, I can not disclose to anyone any information about my credit card and can not disclose to the customer, not to mention that we did not communicate! So, I wanted to restore my order, saks customer service that can help me re-submit order, but I can not purchase activities, to the high price of calls, or compensation for 10% off, and free shipping, an unequal exchange, of course I can not agree. Since saks promised me to re-order instructions to cancel the order prior to recognition errors, it must honor their commitments! Saks repeatedly representatives and account managers with consultations to rude attitude, turn off chat, do not accept my complaint, or repeatedly told me that because I did not pass the card saks Security certification, I also told them, saks Security did not tell me in check, there is no problem with my credit card, billing address real and effective, the commodity is not in stock now saks grounds, to guide customers to order the high price of goods, with a low lattice attract customers to make purchases in order not to by normal means cancel the order, which is improper sales methods, no investigation, and no communication with the customer, the customer's credit card directly say there are security risks, are not responsible for acts of shirking its responsibility!I authorize the bank in the form of pre-ordered goods, the merchant did not tell me to confirm the information in the process, should be given time to resolve customer issues the card should not be sold without permission of the items have been ordered! So saks must take responsibility, recover my ordered products, or compensation for my product of equal value, rather than the high prices asked me to re-order, merchandise is not in stock, only merchants know, I do not know, so I seriously doubt saks bad faith!Desired Settlement: My credit card billing information is secure, is correct, without any problems,saks in the absence of through banks and other security agencies in the case, the survey of customer information, without checking with the customer and inform the case without a credit card unsafe refused to fulfill their commitments! Instead, sold for cheap sale, I can not accept, I ask saks before executing purchase orders, or compensation equivalent to the original product of the original price of the same product, not increase, and a written apology! Please accept pleas from Chinese customers, please Revdex.com certain justice, thank you!

Business

Response:

We have attempted to verify the orders with the credit card holder and they do not speak English at all. The order was cancelled because we were not able to verify the information. We have limited sources to verify international customers. They did contact us via live chat (we are assuming they used a translating program) and they were offered a 10% discount if they wanted to reorder the items if they were still available, but they declined. If they would like to provide us with the bank name, the credit card and phone # on the back of the credit card, we could make another attempt to verify through the bank. We apologize for our customer's 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:

Hereinafter referred to as Saks, below the Saks Fifth Avenue

Review: I am charging this complaint against the Saks' headquarter due to a local Saks Fifth located on 5800 Glades Rd in Boca Raton, FL was unable to satisfactory rectify my original dispute. A manager of the above store, [redacted], had refused to make up for a ridiculousness and loss of time from driving 70 miles for correcting a tailor's bad job. On or about June 29, I purchased dress trousers Hugo Boss. A tailor took measurements for hamming the pants. I picked up pants on July 30. Upon getting home and trying on, I found out pants as not hammed properly with one sleeve shorter and another longer, uneven. I returned the next day, July 31, to the Boca store where tailor attempted to fix on a spot, but was unable in doing so, with sleeves turning out uneven. Nothing reasonable was offered to correct the issue. I would expect an offer for a different model of pants with matching price or similar. The situation leaves me with the only option of taking it to another (outside) tailor for attempting to fix the pants. I requested at least of a discount for purchasing a different pair of trousers at no avail. I am loyal customer of the Saks Fifth for several years returning to the store for outstanding quality in both, product and service, however was provided less than mediocre service and had to deal with management whois knowledgeless as far as customer service concern.Desired Settlement: $65 a gift card to compensate for the lost time, effort, driving and additional expenses for finishing the "bad job" (re hamming).

Business

Response:

The customer came to pick up his altered pants and did not try on in the store. He said that one leg was shorter than the other. He came back to the store and the re-altering was done in 15 minutes. The customer said he still was not happy and the associate offered to do a return on the pants but the customer did not want to. The Selling Manager was called to assist the client and the customer asked for compensation. There was no charge for the alterations.

Consumer

Response:

The business did not offer an adequate resolution to the dispute. There was the Saks' responsibility to do hamming with right measurements at first. I, as a customer, pay premium prices and shop at Saks, not just for a quality merchandise, but for an excellent service as well. However, in the latest occurrence, I had to travel 70 miles, incur additional cost, take a time out of my busy schedule for resolving the issue with inadequate store's representatives. A mere offer to refund a purchasing price does not present a valid resolution for something that is a "right to return/refund" for consumers in any merchant's transaction. I specifically requested to compensate me via $65 gift card for wasted time and effort to resolve the problem which was negligently inflicted by the Saks.

Review: I placed an order on july [redacted],2013 for a prada handbag on saks.com, and my order got cancelled on the [redacted] without any notices due to the billing address did not match the credit card. They did not even contact me and tell me the issue. If saks wont call customer due to any issue, why saks ask for customer's phone number when we placed order. For good customer services, business should alway help their customer solve their problem rathter than just cancel their order without any contact with the customer, unless saks dont want to honor the price the sold to me.Desired Settlement: I hope I can get my order back.

Business

Response:

Initially our concern was that there were different bill to names, different credit cards and different email addresses going to the same ship to address. The order was cancelled by one of our agents. After further research, we discovered she is a known customer that we have done business with in the past, using a different email and billing address. Since then, [redacted] has placed orders with the same credit card used for the cancelled order and she used the billing address that does verify to her Visa card. Those orders processed smoothly. We have discussed this with the agent involved, on how to handle in the future if this ever happens again, before cancelling the order. Our sincere apologies to our client.

Review: On Feb **, 2015, Saks received my return of the the Prada Saffiano Leather Card Case (Order #[redacted]) which Saks agree to accept and issue me a refund (see Complaint ID: [redacted], resolving this issue) They very same day Saks agreed to refund my account, I placed a new order of the same item order #[redacted]... I am now expecting this refund so that I can buy Gucci belt from Saks item #([redacted]). This delay not only has taken so long, but the size I wanted is no longer available. Not only Saks is delaying my refund but at this point, I should be honored with a coupon that will give me a discount on this Belt when it is available. I am a loyal customer at Saks and I also have the Saks credit card. I am not very happy.Desired Settlement: Refund my order already ([redacted]), it has been on Saks warehouse since Feb **, 2015, and send me over a gift certificate.

Business

Response:

Tell us why here...We understand that our customer has further concern with regards to the credit refund for order [redacted]. Due to inclement weather conditions, our facilities were closed and reopened with limited staffing. We are working to expedite customers' returns. Because our customer has expressed disappointment and frustration with this matter, we have extended an accommodation to have credit issued in an expedited manner. Credit will be refunded back to the [redacted] account within the next 5-7 business days. We are also extending an additional accommodation in the form of a $25.00 Gift Card which will be mailed to the customer to express our sincere apologies for the delay with processing the return.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.TO SAKS: THANK YOU FOR AMICABLY RESOLVING THIS ISSUE. PLEASE HAVE THE REFUNDS DEPARTMENT PROCESS THE REFUND AS SOON AS POSSIBLE SO THAT I MAY PROCEED WITH MY ORDER, AND THANK FOR YOU FOR THE $25 GIFT CARD, I LOOK FORWARD TO RECEIVING IT IN THE MAIL.

Sincerely,

Review: On 9-*-15, I placed an $85.29 order for a lipstick through Saks.com. The product did not arrive until 9-**-15, and when it did, it was damaged. The lipstick had melted/softened (probably during the long shipment) and the tip had smushed against the tip of the lid. Thus, damaged. Additionally, the packing slip indicates a different color of product than was sent to me (the product color sent to me was the correct one per my order...I just assume they will cause trouble over this other mistake of their also, so I want to note it). I immediately contacted Saks in order to obtain a replacement, but apparently they do not offer replacements. You must return the item, be credited, then place a new order. A manager, Mia or Nia, offered a $25 giftcard for my inconvenience and allegedly scheduled a pick up by [redacted] for 9-**-15 (allegedly the soonest this could happen). 9-**-15 came and went with no pick up. I called [redacted] on 9-**-15 to find out why no one picked up the order and to see if they would be by that day. They had NO record of any pickup requested for my address. I called Saks and told them this. They put me on hold and allegedly talked with someone at [redacted] who assured them my package would be picked up by noon that day, 9-**. The Saks rep provided a 'tracking number.' Noon came and went with no pick up. I called [redacted] again. Again, no record of any pickup request. I called Saks AGAIN on 9-**-15 to request the [redacted] label that must exist be emailed to me, and I would drop the package off at a [redacted] location. The Saks rep assured me the label would be sent and made noises about waiving the $9.50 return fee because of my trouble (um, yeah, THEY SENT ME A DAMAGED PRODUCT I AM NOT PAYING FOR SHIPPING). I received an email today, 9-**-15 that listed an address to ship to but no return label. I responded, repeating my request for the return label I was promised. They responded telling me again to use the address. I have responded back indicating they need to provide the return label, or I will be contacting my credit card company to dispute the charges. I have never been treated so poorly as a customer nor received such terrible service (and I have dealt with [redacted]!). I demand an immediate refund and to be sent the return label, so I can send them back the damaged product.Desired Settlement: I want an immediate refund of the full $85.29, and I would like to be sent the return label, so I may send them back their damaged product.

Business

Response:

We understand our customer's concerns regarding the receipt of merchandise from Saks online order [redacted]. We have extensively researched this matter. Our records indicate the customer contacted our officeto advise of damage to the Lip Colour. It is never our intention to ship out merchandise that is in less than perfect condition. Unfortunately we are unable to provide the customer with a duplicate return label. If the customer no longer has the original pre-paid label that was sent with the shipment, we have requested [redacted] to pick up the package from the customer on Wednesday, September [redacted] at the shipping address provided on the order. The customer would need only place the item along with the return slip in the package and seal it. [redacted] will bring out the label. Once the package is in-transit, we will issue a full credit refund. If the customer has any issues with the pickup date, please contact [redacted].

Review: I ordered a product on 11/**/2012. I check with the website recently to see if I could still return my product. The website did not list a cut off for returns. I returned my item, I had issues trying to get another pre-paid label, so I paid for USPS to send it. A month goes by and I have heard nothing from the company. I contacted them and was told I missed the return date by 4 days. My return was post-marked 11/**/2013. My tracking says it was received 11/**/2013. The "rejected" my item. I spoke with two [redacted] and a [redacted].Desired Settlement: I just want an exchange the products for different ones. I would be happy with a store credit even.

Business

Response:

The customer returned the items after having had them for a year. However, as we have not ever made this exception for her before, we will accept the return. We will contact her to have FedEx retrieve the items to have her refunded.

Review: Please be advised I live in Israel and I visit my sister in NYC. I did an online order in which I used my sister's address and [redacted] account with her permission and paid by a merchandise credit. I ordered a pair of shoes which was never received but Saks said it was delivered. The package was signed by a random person which was nit myself or my sister. I was away due to me getting married and my honeymoon. I have been calling the security department in which the person handling my case seems to be very busy in which she does not return my call. In addition to not having my item which cost 800, my remaining merchandise credit is on hold. I am out of $2000 and have been calling on a frequent basis. I have my receipts for everything and overly frustrated.Desired Settlement: I would like to be refunded for the item I did not receive which were my supposed to be wedding shoes and my remaining credit to be reinstated.

Business

Response:

One of our Managers called our Customer and explained to her about the denial of credit. We explained that her sister called and stated her sister is there all the time and if she is not there the landlord would get the package.

Our client explained that she lives in Israel and comes to visit (shipping address on order) her sister often. We informed that there appears to be sisters at the location, however, she does not verify that she lives there and stated her sister is a different name. That does not match the story due to we show 2 other names live at the address since 2013.

Our Customer explained to our Manager that this a 3 family house and that there is a bell and you have to be let in. We informed the customer that the driver would have called the number on the order which verifies to the address on this order. We explained to her that we understand that the signature is not hers, however, someone from that location has the package. It is possible landlord.

As a result, we will not be issuing any credit or replacement on the merchandise, since it was sent to the adress the customer requested and we do have a signature.

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 transaction started on May [redacted], 2014. I made an online order in which I used my sister's information with her approval so I do not get international charges on my card and paid via merchandise credit. To summarize, I requested signature required for delivery. The item was marked as delivered but who signed for the package I do not know. I called and opened a case and have been speaking with [redacted] within the Security Department in which she summarized that after looking through the details it is not Saks responsibility and that somebody in the private 3 Family house signed for the package. My perspective, how about the person that paid for the item sign for the package and not a random individual. My sister and I have asked several times did anybody sign for this package including neighboring houses and the answer is no. My sister's house is gated meaning there is no bell on the house, the only way you can come in is if the gate was left intentionally open. My sister made a special note that I request a signature because she had a package missing where the FedEx or UPS or USPS left the package by the back gate which anybody who walked past had access to. [redacted] also made a comment that I was not registered at the house which actually bothered me, I did not know I had to be registered at my sister's house to shop online or register with the Postal Services in order to shop online specifically at Saks Fifth Avenue. This item was my wedding shoe and cost $865.65, which I do not have and being that I paid for the item my signature should of been requested vs somebody I do not know and nobody seems to know where the item is. I find it hard to believe that Saks Fifth Avenue is comfortable stating as long as someone is over 18 they can sign for a package that they did not pay for. It seems like as long as Saks Fifth Avenue received their payment the delivery is taken as a joke, "The package is signed for now go hunt for it, we did our part". I honestly felt like a fox looking for my product, all I heard was "somebody signed for it, go ask around". I am looking to be reimbursed on this matter.

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

Sincerely,

Business

Response:

Saks has looked into the claims of [redacted] and we were able to confirm that the package was delivered and signed for at the address provided in the initial order.

However, in reviewing this transaction we had some serious concerns about the origin of the Electronic Merchandise Credit that was used to pay for the shoes. We found that this EMC originated from a return processed in the name [redacted]. Research of our inventory records show that the items that were returned were never sold and are missing from the NY Saks store. Additionally, [redacted]’s sister, [redacted], is a former sales associate at Saks Fifth Avenue. There is a pending investigation against [redacted] for issuing fraudulent EMCs while employed at Saks.

Additionally, we have listened to recordings of “[redacted]” calling customer service to resolve the issue with the shoes. The voice calling is clearly that of [redacted] and the calls all originate from [redacted]’s cell phone number – ###-###-####. On the recording, there are some inconsistencies with the email from [redacted]. While [redacted] claims she can’t be reached because she is in Israel, the caller says she can’t be reached because she is in Egypt.

Saks has invited [redacted] to come to our offices to help resolve our concerns over the origin of the EMC. [redacted] initially stated she was not available because she would be in California. During a phone call with her today, she stated she was traveling out of the country and would not be available until September.

Saks is happy to resolve this customer issue but with so many unanswered questions and inconsistent facts, we are unable to fully address it. As of August **, 2014, we have never been able to speak to [redacted] personally.

Review: I have been Saks Fifth long time customer and I shop there since I was in college, it remind to be one of my favorite store for years. After yesterday July **, I don't think I would ever return to the store ever again. Walking back to the store will just reminds me how mistreated and humiliated I was at Saks on Fifth Ave of NYC.

While I tried to make my return, I went to [redacted] floor on [redacted] New York store and I assumed there should have no problem. The lady who helped me, informed me it's a final-sale item, which is the first time I ever heard of from Saks, and she told me I should go to [redacted] floor for designer's item return, then I went to [redacted] floor and found no one willing to help me. I moved to [redacted] floor, and found the brand I was trying to return which again there was no one there to help. I finally saw this sales associate standing there who looked like a nice lady. She is an [redacted] with [redacted], a typical sweetheart looking Saks sale. I asked her if she can help me to make a return, she said it depends so I showed her the brand and product, and she told me to go to the brand which is across from where she stood and they should be the one to help me with the return. I went back to the brand and stood there and looked around for about 2 mins, no one was there, I went to the secretary who was sitting at the desk, and asked her if there is anyone can help me for the return, she just pointed at one of the register space and told me to just go to anyone of them. I went, and most of the register has no one there and those with cashier are busy with customers. At this point, I have been kicked as a soccer [redacted] for maybe 10 times. I saw that the first sales I talked to on [redacted] floor, she was still standing there with nothing to do. I asked her to help me, to process the return. This is where everything went wrong and my worst shopping experience started. I was so humiliated and discriminated and I didn't even have my mind to get her name. I was there on july ** between 5:45-6:00 , because I never expect I would get mistreated and humiliated enough that I want to make a complain. First she accused me for returning "accessory" and told me they don't sell accessories on that floor. I told her "it's not accessory", it's a shirt. she said how does she know that? I took it out from my bag, and showed it to her again, then she said how do I know this is from us? there is buttons on the neck, how do I know there isn't missing pieces? I told her that is the way it came, I don't know what those buttons are for and if she isn't sure she can look it up online, it's still on your website. then she blew me off by telling me she can't help me with return because she doesn't know how my return items look and she doesn't know if you sell it. at that time she still didn't take her time to look at my receipt. I felt humiliated and frustrated but I do not want to make a scene. I went back to the secretary and told her I can't find anyone to help, then she asked someone stand right next to me to help me, then she looked at my receipt and told me it's final sale, that I can't make return. then I left feeling humiliated. Do you have to make return as difficult as such? Can you have someone more professional to handle the return? is it because I am [redacted] and doesn't speak perfect English that is why I got all the unfair treatment from this mean sales? She looked at me like I can't afford Saks and just leave. Do you have to treat customer who want to make return as second class and a theft? and this all brand new policy about final sale no return, shouldn't you make it more obvious to the customer when I purchased it via a [redacted] link and no where said it's final sale? and does your sale has to know every single pieces of clothes you are selling in the store to be able to help making returns?

I really missed the heart warming Saks I always remembered. Saks sales are famous for their friendly attitude and great service. I would love to have them back and the get my bad experience fixed.Desired Settlement: I would like to have a formal apologize from Saks Fifth Avenue, and return my item, because this item just remind me how humiliated I felt.

Business

Response:

First, we would like to apologize to our client for not feeling welcome in our store. We pride ourselves on providing excellent customer service,but in this case, we clearly stumbled. Our [redacted] of that area- [redacted], has left our customer some messages to advise her we would be happy to accept the return she needs to make, if she either presents it in person, or mails it in to our store. If she would like to call before coming to the store, we ask that she calls [redacted] at ###-###-####. [redacted] is located on the [redacted] floor and would be happy to assist our client. While we do carry some final sale merchandise, we do make exceptions for our customers when it is requested. Again, our most sincere apolgies that our customer had to contact the Revdex.com about this issue. Thank you.

Review: complaint is described in section below. On June **, 2013, I purchased 7 items of clothing -- online -- from Saks Fifth Avenue at a cost of $1,412.02 plus tax: 1. Charline De Luca/Martin Raffia leather Wedge Pumps: $299.25. 2. Parker/Nahla Beaded Silk Top/Flamingo/SML: $171.60 3. Elie Tahari/Venezia Cotton/Silk Dress/Citrine Mule/2: $238.80 4. Hunter/Taunton Thong Sandals/Flame: $39.37 5. Tory Burch/Reva Leather convertible Clutch/Black: $350.00 6. Eileen Fisher/Linen Trousers/White/XSML: $178.00 7. 7 For All Mankind/Slim Cigarette Jeans/White Washed Denim: $135.00 TOTAL: $1,412.02 I received the items about two weeks later. I visually inspected all items, which appeared to be what I had ordered and in good condition. I used Items 1, 3, 4, 5 within the next two weeks without problem. However, when I later attempted to used Item Nos. 2, 6 and 7, I discovered that their actual sizes were much larger than the "SML" and "XSML" sizes advertised. On August **, 2013, I returned Item Nos. 2, 6 and 7 to Saks Fifth Avenue. That same date, I also spoke by phone with a Saks sales representative regarding the returns. He advised me that, per policy, Saks would only credit me based on the current selling prices less than I had paid for the items. In response, I asked to speak with a manager and I was put through to the voice mail of The Director of Customer Complaint/Claims (at [redacted], extension [redacted]). I left a message regarding the lack a full refund and my above-noted concerns regarding the sizing of the items. I received no return call from The Director of Customer Complaint/Claims or any further communication from Saks regarding the matter. On September *, 2013, I noted that Saks Fifth Avenue credited my account only $319.21 for the return of Item Nos. 2, 6 and 7, rather than the $551.00 plus tax I had paid for them. Thus, Saks Fifth Avenue still owes me $231.79 (plus tax). That same day, September *, 2013, I sent another email inquiry to Saks Fifth Avenue about my insufficient refund. Saks Fifth Avenue responded to my email by stating that, per policy, I was required to return the items within 30 days of purchase for a full refund. Notably, Saks Fifth Avenues' Return Policy is inconspicuously placed at the bottom of Saks Fifth Avenues' web page (http[redacted]). It is also inconspicuously placed in washed out type print on the back of the Shipping Summary. At no time prior to my June **, 2013 purchases was Saks Fifth Avenues' up front with me about its Return Policy. Returns & Exchanges At Saks Fifth Avenue, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may exchange, replace, or credit your purchase when it is presented in saleable condition. Simply follow the guidelines below. * Full-priced merchandise, with the exception of watches, jewelry and electronics, presented after 30 days will be credited based on the current selling price. Returns of watches, jewelry, electronics, sale merchandise and SAKS FASHIONFIX items will not be accepted after 30 days. * Requests for adjustments will be honored if the merchandise was purchased at full price and if it is marked down within 7 days of purchase. * Unfortunately, we cannot exchange, replace or credit gourmet, monogrammed or personalized items. * We recognize that returns are important to our customers. To ensure a positive shopping experience for all our customers, if we identify through electronic analysis an unreasonable return pattern, we may restrict or refuse future transactions from such customers at Saks Fifth Avenue or at saks.com. Returns: In-Store Present the merchandise to an associate at any Saks Fifth Avenue store with the original receipt or gift receipt. PLEASE NOTE: SAKS FASHIONFIX purchases cannot be returned in stores. By Mail 1. Enclose the completed return form with your shipment. 2. For future referenceDesired Settlement: described in above section.

Business

Response:

We have reviewed the phone call that was made by the customer prior to returning the item. She was aware that she would not receive full credit before making the decision to return the items.

On 8/**/2013 the customer called in to inquire about our return policy for an order placed on 6/**/2013. The associate that assisted with the matter thoroughly explained that our return policy indicates, that if an item is returned after 30 days we can only issue credit for the current selling price of the item. The customer acknowledged that they were displeased with this policy, but they still made the decision to return the merchandise, fully aware of the fact that the current sales price would be credited back. We make every attempt to make certain our customers are aware of this policy by including it on our website, in the order e-mail confirmation, as well as the order summary enclosed in the order upon delivery. Due to these factors, in addition to the return taking place over 60 days from purchase, we've denied the request to issue full credit.

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:

Review: Background:

On October *, I placed an order with [redacted]. (Order No.: [redacted]). However, on Oct. *, I noticed that no shipping information had been shared with me. I logged in my account, and that's when I realized that the billing info was wrong was by the name of Tobee K[redacted]. On the first call yesterday, one representative told me that someone would be contacting me about the discrepancy. I called back this morning, and they promised that someone from the security team would be in touch with me. In the meantime, I receive a notification stating that the order had been cancelled because of their inability to verify my account. I got on the phone with saks again and again and again. No one has followed up with me. I am going to keep on trying because I need answers. I have lost faith in their customer service approach. It does not take a genius to see the gross mishandling of the situation: I just needed to know how the wrong name and billing address got there, and how we could remedy to it. If it's a simple error, let's just correct it. But, Saks online consumer service is so dismissive that it left me no other choice, but to contact Revdex.com. Ironically, I reopened the SAKS card not too long ago. I made a big purchase in the store once I opened the card, and this would have been my first online order with the new card.Desired Settlement: I would like you to assist me in getting SAKS to reinstate Order no [redacted] the exact way it was, with all applicable promotions and nothing less. I need them to correct the billing address, investigate how it got there and inform their IT of the problem. Who knows, maybe there are other customers out there with that same problem. I am the owner of the account. Cancelling my order instead of providing answers to me is really really not a good business practice. Thank you for your consideration.

Business

Response:

We understand our customer's concerns with regards to the cancellation of online order [redacted]. We have extensively researched the issues that have caused concern. Our records indicate that the customer placed an order on October [redacted] for several beauty items. The customer did provide us with billing information that was different from the shipping. All online orders are subject to verification with our security department. This is done solely for the customers' protection. Unfortunately our security department was unable to verify pertinent information necessary to complete the order and the order was cancelled. With our review, we have confirmed that all information for this customer has been updated on the Saks.com profile. The customer can view their profile online by signing in with their email address. We will be happy to assist the customerwith a new order. With any of our gift with purchase items, they are while supplies last. We are in the process of obtaining information from our distribution center on the availability of those gifts. The customer also waseligible for the promotion code for a $35.00 Gift Card. We will be happy to honor all items based on availability and the customer need only to contact our office to place the order. We would like to extend an accommodation of free overnight in acknowledgement of the inconvenience the customer has experienced. The customer would need only to refer back to order [redacted] and one our associates will be able to assist with the placement of a new order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Saks has clearly not acknowledged its mistake. If anything, it seems to me that the company has implied that I was the one to provide them with the wrong billing address. Whereas, the main point of my complaint was for Saks to investigate how the shipping information of another customer found its way to my online account. They wrote that I the consumer provided them with the wrong billing info. That's inaccurate. Sacks needs to accept accountability for their mistake and work to prevent it from happening to others. I want them to address the matter so that down the road, other customers don't experience the same thing. Yes, my account has now been updated. But that does not mean that Saks is no longer accountable for how the mistake happened anyway. We live in a world where most of us consumers have to be aware of the dangers of identity theft. I am not paranoid, I am only careful. I want an explanation.As for their "gesture" of overnight shipping, it's kind of late because the Sales Department set up another order last week, and apparently, I might receive this order tomorrow. I will note that one of the promotions is missing from the new order.

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 the customer has additional concerns regarding the online order [redacted]. We have further researched the issues that are still causing our customer great concern. Our policy for verifying online orders is done solely for the protection of the customer. Orders are never intentionally cancelled unless we are unable to verify pertinent information which is necessary. While we understand this has been frustrating for ourcustomer, we have acknowledged the inconvenience this matter has caused. All information has since been updated on the customer's profile. Our previous accommodation is still extended for the next purchase online. In addition, we have reached out to our Saks store partners to obtain the gift with purchase items that the customer lost when the order was cancelled. All efforts are being made to locate these items. Should our efforts be successful, we will have them shipped immediately to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The whole point that I have continuously made is that another customer's billing information appeared in my online account. It might have been a simple glitch from Saks because I did not insert that customer's billing address myself, at any point. When I flagged it to Saks' attention the first time around, it was solely for the purpose of bringing an awareness to the glitch... I understand that Saks wants to protect its customers but choosing not to look into a possible glitch might not be the smartest way to go about it.Saks was gracious in restating my order and sending me the replacement promotion, and I thank them for that. However, I remain steadfast in my belief that they need to review their online security measures in order to better protect their customer's information. With that, I have decided not to waste more time on the matter and close the case.

Sincerely,

Review: My name is [redacted] I purchase a pair of shoes from SAks and its been the biggest mistake of my life I'm so stressed out I've constanly crying losing weight migranes and losing money due to the stress of this situation. They sold me defective shoes and They took my money and they are not trying to exchange the item or give me a repair. I do not want my money back but now I think I do. I spent one thousand twenty eight dollars even on these shoes and they said its nothing they can do. So I've called sent emails I even went to social media. if this company can't do anything my next step is going to help me [redacted] becuase if I get stress out anymore I will die! I spent so much money on these shoes and not getting the proper customer service it's not fair I'm begging you please help me! This may sound like a stupid complaint but this is my hard earned money I purchased the shoes as a gift for my birthday and saved for them two years and it's been a nightmare please help me thank youDesired Settlement: The lady peep size 12

Business

Response:

5/*/2015Complaint # [redacted]Dear Sirs, On behalf of all of us at Saks Fifth Avenue, I would like to assure you that every effort is made to provide the exemplary levels of service that we hold as our standard to all of our customers in all aspects of our business relationship. It is perhaps our greatest challenge when we are asked to honor a customer’s request, and after due consideration, we conclude that we cannot. Our return policy is designed to be both fair and flexible. We do require, however, that merchandise be returned in a sellable condition. The shoes [redacted] presented for return had been worn. [redacted] from Client Services in the New York store spoke to [redacted] on 1/*/2015, and issued a $250 egc, as a gesture of our sincerity in not being able to credit/exchange the worn shoes. The client accepted the $250 gift certificate and did not voice any other displeasure that we couldn’t credit/exchange the shoes. This matter is considered closed. We will not return the shoes. [redacted] has been advised we will gladly give her the courtesy of another repair but there is nothing further we can do regarding the shoes she wore and now wants to return or exchange. 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 some what satisfactory to me and the matter has not been resolved. I will take the offer for them to fix my shoes if they can repair them again without charging me than that's excellent that's all I asked!

Sincerely,

Review: I am filing a complaint as I have received horrific service from saks and am helping you can help resolve my issue. I purchased a jacket from saks off the [redacted] and received it on October [redacted]. Before I purchased the jacket I spoke to a sales associate who advised me that it could be returned until January [redacted] as per their holiday return policy. When the jacket arrived I was travelling and so my step father accepted the package for me. When I returned back from my trip I tried on the jacket and it was too big. I contacted saks off the [redacted] via email to ask then about returning it as the paper work now said 30 days and it was 3 days past the 30 days. I emailed them a total of 6 times for the month of November and never received a response. I was in [redacted] me their number does not work internationally so email and their online forum was my only options. I also sent to requests through their online forum asking about returning the item. Still no response. I travelled back to the US last week and contacted them. I spoke to a girl named [redacted] who said to send her all the emails I had sent, which I did. After hours I never hear back so followed up and she said that they didn't show the emails were ever sent and so could not take back the item now. I was shocked and upset as I had the proof of the emails and it was the correct emails address they were sent to, yet the company was trying to put the onus on myself and wouldn't take back the item.

I requested to speak to a manager and she said one would call me back. After 3 days of no manager calling me and me following up daily. Finally a manager emailed me back, still no call, and rejected my request and again said the emails were never received. This is unacceptable.Desired Settlement: I would like to return the unworn item that still has all the original tags attached for a refund.

Business

Response:

We understand our customer's concerns with regards to returning order [redacted]. We have extensively researched this matter. Our holiday return policy does afford our customers until January [redacted] in which to return their merchandise for a full purchase price refund. We have thoroughly researched our records and could not confirm receiving emails from the email address provided. According to the dates on the first email sent, the 30 day return period had already expired. Further research shows that the order was placed before the extended return policy was actually issued. We know this has been both frustrating and disappointing for our customer. As a onetime courtesy we are happy to extend an accommodation to return the item back to our distribution center. For the item to be accepted it must be in saleable condition. The order has been notated so the customer will need only use the pre-paid label to return the package.

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,