Saks Fifth Avenue

Review: The item was purchased on 09/**/2014 via saks.com, which was a birthday gift I intend to give my friend on Sep[redacted]. It was showing in stock at time when I placed the order. The confirmation email came in shortly but with no estimated delivery date. So I called customer service and was surprisingly being told that the item was on back order, with an estimated delivery by Nov.**. Obviously I could not have it as a birthday gift for my friend but I was still hoping to get it by Thanksgiving. With great patience, I waited for almost 8 weeks during which I followed up with multiple calls for status updates. Today is Nov.**, already past the delivery date by 2 days and still nothing arrived. No merchandise, no updates, no apology. So for the last time I reached out to Saks customer service and the answer was that they were still negotiating with the vendor to try to locate a product from other markets and yet they have no estimated delivery date. This is not the right you should handle customers!Desired Settlement: Delivery of order within 2 weeks and written apology.

Business

Response:

We understand our customer's concerns regarding the purchase of a pre ordered [redacted]'s Shoulder Bag and have extensively researched the issues. Preorders allow customers to place orders for merchandise before it actually arrives in our distribution center. Until it arrives at our distribution center, the merchandise is actually still in possession of the vendor. The preorder option is an opportunity for our customers to purchase new, highly sought after merchandise without waiting for it to arrive in our stores. The latest expected ship date displayed for this item was November[redacted]. From time to time, a vendor may change the ship date for merchandise, or cancel the shipment altogether. Our email system has been experiencing technical issues which caused the customer not to receive an updated status. We have contacted the vendor and unfortunately this style has cancelled off our order as the vendor was unable to ship the inventory to us. Saks.com will have the bag removed from our site immediately based on this updated information. We understand that the customer has been inconvenienced and are happy to extend an accommodation of a $50.00 gift card. The gift card will be mailed out to the customer at which time they are welcome to use it for their next purchase. .

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 filed about complaint on October *, 2013 regarding a late payment that had posted to my credit report. I did not receive a billing statement and that resulted in the late payment. A [redacted] from Saks Fifth Avenue contacted me and stated that she would correct the error. The late payment is still posted to my credit report as the company has failed to report the correction/update to the credit companies. Now report has been made to credit report regarding this account since September 2013. I closed my original complaint #[redacted] and stated the company had upheld agreements however that has not been the case.Desired Settlement: My desired outcome is that Saks Fifth Avenue makes the correction and reports the correction to the credit companies as promised. The account still shows "Pays 31-60 days" instead of "Pays as Agreed" as promised to me by the Saks Fifth Avenue representative in October of 2013.

Business

Response:

The credit bureaus currently show the delinquency in question was removed. This was submiited to the credit bureaus October **, 2013.

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. The correction posted to my credit report a few days after filing the complaint.

Sincerely,

Review: I have placed an order via SAKS.com on 09/**/2013, Order Number: [redacted] . My card was charged immediately. I've paid EXTRA for international shipping. Obviously, if I made such purchase and gave a preference to SAKS, it was because of the customer service trust. I needed my order to arrive well in advance before my husband's birthday, which is October [redacted]. The package finally made it to me in Moscow, Russia on October [redacted], 2013. I have opened the box and was simple shocked! Instead of finding shoes that I've paid for and met my duties as a customer -Product- [redacted] BOSS Orange / Keelo I Slip-On Sneakers / BLACK / 13 UK/14 US - there were two TOTALLY DIFFERENT models on the sneakers. One of the them is the right now, the other shoe is a different style, different model, different price. So SAKS let this order to be processed and shipped being wrong and mismatched. It really shows. There is such a high case of negligence. And now SAKS doesn't cooperate. I've paid very high rate for international shipping and I didn't receive what I've ordered. I'm practically stuck with a situation where the birthday is around the corner and SAKS totally let me down and left me with their mistakes. I've emailed the company. The claim that I need to ship this mismatched box BACK, it will take 14 days after they receive it to refund my money, then I can place another order. First of all, I don't think I need to be punished more and go through all these troubles by shipping it back and it will take so long to complete the entire process. Secondly, why I have to pay for Saks negligence and look for a special post office that will accept the package to be shipped back? People who prepare shipment check the orders. That's why we pay, they get paid and it takes a few days for the order to be processed. So my order and I were mistreated and now SAKS doesn't want to take responsibility for it. This will become an additional stress, time and money to arrange everything. Instead of SAKS taking the responsibility and ship immediately the missing shoe! I need my money back. I've paid for shipping of the wrong items , mismatched order plus I basically paid for something SAKS wasn't able to provide even with the promise of a seller. They promise on their website to be committed to the customer service and prevent wrongful events. This is beyond that. At the end of the day, I was charged, the order wasn't delivered as guaranteed , SAKS caused me additional stress and waste of time. I don't even know what to do now? I've paid and "on paper" have a gift, but I don't in reality, because of Saks lack of customer service and such a bad negligence case. They have failed to deliver the prepaid order and guaranteed serviceDesired Settlement: SAKS can either delivery the order they way they supposed to or fully refund my money.

Business

Response:

We have offered this customer many accommodations for this issue. Unfortunately, if she wants to be refunded for the item, she will have to return them to us. We have created an RMA that she can use and she will not be charged for any return fees and will be credited back in full. Additionally, we have offered to credit her for the shoes immediately upon use of the RMA. As soon as we see that the item is being shipped back to us, we will issue a full refund so that she will not have to wait for the return process. We have also offered a 10% discount on her replacement order should she wish to replace the order.

We will not be refunding the customer unless she returns the shoes.

Thank you.

Review: My order [redacted] was cancelled supposedly due to not being able to verify payment. I got no call or no email. I logged into my Saks account to track my order to find it had been cancelled. I called in and they had no idea what to do. They wanted to reprocess the order but that is not acceptable as I did the order through my American Airlines account during a promotion which was to earn me

20,475 miles which is valued at 348.07. I find it very "funny" that my order was cancelled without any notification whatsoever, as Saks gives a rebate back to American Airlines for driving the sale to their site. Their solution was to reprocess the order without the aforementioned promotion. They continued to tell me that the information did not match up for billing, so I pulled up the credit card used and the order side by side, exact match. They continued to tell me it didn't match via online chat, so I got on the phone with my credit card company and they confirmed all information was correct. The charge showed on my account so it obviously was able to be charged to the card the day of the order. They also told me they did not need to reach out to me to let me know the order had been cancelled (which is contradictory to previous statements) . I am very understanding if I mess something up, but that simply isn't the case here. In addition, the associates and managers were not helpful and I was to receive several call backs from managers and still have yet to get a call. Unbelievably bad customer service and apparently IT department as well. All that being said my gifts will not make it to their intended parties. The solution of reprocessing the order without the promotion is unacceptable, so SAKS when you reply do not divert attention by saying you offered that solution. There are many places to buy high end clothing. You have not monopolized the market, and even if you did admit when you screwed up and make it right. Don't lie about it. In my experience the customer is not always right at Saks, even when they are actually right.Desired Settlement: My desired outcome is to buy the products I originally intended to buy and receive the airline rewards that I would have earned when the original order was placed. Saks will say that is an [redacted] problem, but it is not. Saks compensates [redacted] for the business provided and [redacted] compensates me with miles. In this case the promotion was 15 miles per dollar so approximately 20,475 miles which is valued at 348.07 at .017 per mile.

Business

Response:

We understand that the customer is concerned regarding

the cancellation of online order [redacted]. We have extensively researched this

matter to offer resolution for our customer. All online orders are subject to

verification with our security department. This is done solely for the

protection of our customers' information. Orders received in that department

are worked as received and they do have 24-72 business hours to verify

information. Normally our customers' will receive an email confirming the

cancellation, however, we have encountered system issues causing many of our

customers' to not receive their emails. We acknowledge this and work to resolve

any outstanding issues in that area. Based on our findings, we will be happy to

work with the customer in placing a new order. Although we are unable to extend

an accommodation equating to the rebates of the customer's credit card, we

would be happy to offer a discount in the form of 20% which would total before any taxes, $264.00.

Saks unfortunately does not offer price adjustments in conjunction with third

party websites or rebate programs. Should the customer want to replace the order,

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

redeem.

Review: On May [redacted], 2015 I got an email from [redacted] with a 20% off code, and I thought it’s good chance for me to get a Moncler parka I had my eyes on for awhile, with the 16% cash back from [redacted]. I was so excited to order the Moncler Parka right away.

On Friday May [redacted], 2015, I can’t wait to go home to get my package from [redacted]. When I took the garment bag out from the shipping box, I knew there is something wrong, because it felt too light for a parka. When I open the bag, I was devastate, It look nothing like parka I ordered.

Without detail investigate, I contacted the customer service online right away. And told them it’s wrong item, I want them to send me the right jacket as exchange, because I don’t want to lose that 20% discount and [redacted] cashback. They told me they can’t exchange it, I have to mail it back to get the refund. And I have to place a new order with them, because they can’t hold the parka for me. And they will honor me the 20% discount.

I asked them for extra 10% off, because I didn’t make that mistake for sending out the wrong item, and I should not be losing the 16% cash back from [redacted] for the mistake they made. I believe it is my right as customer. if they sent me the right item to begin with, I will never have to return it, and lost my 16% cash back from [redacted]. They refuse to give me extra 10% and I was still fighting for my right to get the same discount with the customer service.

Since it was going no where, the customer service online is not offering any help, I was wasting my time with the customer service online. I thought maybe I can at lease return the jacket to the store first, to get the refund. The customer service told me I can return it to the store to get refund immediately. I thought that would be a better option for me, because I paid partial with my gift card, and I want to be able to use the gift card for this parka when I reorder.

I drag my kid to the 5th Avenue store, New York City, and thought it would be simple. Little do I know. I went to 9th floor around 5:30 on May **, 2015, where the kids department located. I asked a sales lady for return. The sales was gonna processing my return right away without even ask me why I am returning the jacket, or even take a look of what I am returning, but as an honest person, I felt I need to tell them the jacket got the wrong item number, they should correct it and not resell it to other customer with the wrong tag.

Then she looked at me and start investigate the jacket, and told me she can’t accept it, because it’s worn, it’s washed, it’s old. Which is all news to me, since I never want to take a second look at the wrong jacket [redacted] sent me. I told her it is not my problem that [redacted] send me a wrong item that is worn and washed. she got her [redacted] and the manage told me she can’t accept my return because [redacted] and the store are different entity. I need to send the item back by mail.

I was furious, I got punish by being an honest person and customer. If I didn’t tell the sales it’s not the right item they would have accept that WASHED AND OLD Moncler jacket, and resell it to another unlucky customer like me. While I was standing there on the phone with SaksFifth.com customer service the sales lady start to humiliate me for saying the Moncler filling is polyester! she exclaim. but the jacket was in bad enough condition, the feather was peeping out from the jacket. What is she trying to imply?

Is that the way an honest customer should be treated? I asked to talk on the phone with [redacted], hoping I would be able to get this fix. I believed Saks Fifth Aveune is an honest company I can always trust, I explain to them on the phone for what happened. And there is no help from them at all, they kept repeating themselves said I have to mail it back, If they told me that to begin with, I wouldn’t waste my time to come all the way to the 5th ave Saks to return it. is it fun for them to waste other people’s time and money for the transportation?

Either the sales at the store or on the phone could give me the answer I wanted, they told me to go to the client services, they might be able to help me with the return. I told one of the [redacted] lady that she seems to be another [redacted]? they never introduce her. I said I don’t want to be kicking like a ball, the [redacted] told me to come here for return, and she is telling me to go to client services, then she humiliated me for not speak perfect english told me she doesn’t understand what I was saying. Is it the way you should treat your customer that already got all stress out because of the mistake you made from your end? is it ok to discriminate people who doesn’t speak perfect english? Is it the way a luxury department train your employees?

I eventually went to client services, and the lady there which I never got her name, I told her I was sent from the 9th floor and asked if they told her what happened, she said no, so I told her I got the wrong item sent to me, without even look at the jacket, she immediately told me she can’t do anything, ask me to send it back to [redacted], at that point I was afraid I can never get my money back, who can prove that is the item they sent? What if [redacted] deny it’s not what they sent, I have no witness when I open the box from them, so I asked her if there is anyway I can get it refund? what if the [redacted] deny my refund? what is next step I have to take? Is calling the police a way to do it? I was confuse and frustrated, she told me yes, do what you want to do. I can’t believe that is from Saks Fifth Ave. employee, does she care about the company she work for? does she care about the reputation of where she work? Instead of trying to help me she just shoot me off with her nasty attitude.

I thought I had enough for the day with my young kid, I don’t want to drag her into this mess. so I left Saks Fifth Ave Store to met with my husband, After I explain to him what happened, he went back to Saks Fifth Ave with me, and he got the same answer, he asked for the [redacted]. The [redacted] was not helping at all.

Even Saks Fifth Ave. and [redacted] it is different entity but they are the same company, the people at Saks Fifth Ave Store didn’t even want to call [redacted] try to find the best solution for us. I am very disappointed with Saks Fifth customer service and they don’t take the pride for the product they sale.

I ended up sending the jacket back with the return shipping label from them, as they told me on the phone that they will refund the money as soon as they got the jacket. After 2 weeks since they received the jacket, they still haven’t refund the money back to me. This is long enough for any company to process refund.Desired Settlement: After 3 weeks of what had happened, I have enough. I was gonna reorder the coat from [redacted] since they said they will give me 20% discount, but at this point, I just wants to have my money back. And use my money with other more trust worthy company. It’s too much headache and stress for a what was suppose to be a simple and easy online purchase. I would like to have my full refund and compensate for all my work, for running to Saks Fifth Store because of your misinform and sent me the wrong jacket that got me humiliate by stereo typing me as [redacted].

Business

Response:

6/**/2015We understand that the customer has concerns in regards to the return of wrong merchandise shipped with order [redacted]. We have extensively researched this matter. Our records indicate that the customer contacted our office on May [redacted] to advise incorrect merchandise was received. We advised the customer to return the package for inspection. Upon receipt, our returns specialist found that the item returned was incorrect and showing signs of extreme wear and tear. In addition, the zipper was faded and scratched and the inside tags dirty, old and rolling up as if worn or washed. Our return policy does state that we are unable to accept returned merchandise that is not in saleable condition unless deemed to be a manufacturer defect. Because the customer contacted us on the date of receipt with this issue, we have extended a onetime courtesy to have the customer return the package back to us for a credit refund. The customer would need only contact [redacted] confirming the correct pick up address and day which will be most convenient, and we will schedule a pickup with [redacted]. Once returned, we will process a credit refund back to the customer’s credit card.

Consumer

Response:

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

I had already sent the jacket back to [redacted] with your return label on May **,2015. And the package was delivered to you on May **, 2015. I had call several times to confirmed you already got the jacket. The online representative told me the jacket is received and all we can do is wait for refund. I still haven't get my refund after 17 days. Here is the [redacted] return trucking [redacted] in case you are too busy to do your job.

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

Sincerely,

Business

Response:

6/**/2015On behalf of Saks Fifth Avenue we sincerely apologize for the delay in posting [redacted]'s credit. [redacted] should expect the credit to post within 5 business days.Due to the delay in resolving this issue I have mailed a $25 gift card to [redacted], as a gesture of our sincerityThank you.

Review: I received a [redacted] bracelet from my friends for my 60th birthday along with many other [redacted] gift certificates. I decided to combine all my gift certificates and get a nice piece of jewelry that I would cherish and remember. I wear necklaces and I would not get as much use out of a bracelet. My story begins in [redacted] where I purchased a [redacted] necklace for $2,835.00 with all my gift certificates putting the remainder on my sister's charge; [redacted]. I told the saleswoman that I may exchange for the clear diamonds and she said that woukd be no trouble if I did not like the yellow. As it happens, when I got back to Jersey I exchanged for the clear one which was a few dollars cheaper but still $2616.15. I saved the piece for a special occasion and wore it to a wedding in Virginia. By the time I got back, three stones were missing from the necklace. [redacted] is set very unusual with stones in the rough and apparently they are not strong. So a few weeks later I went to Saks in [redacted] where they agreed to replace the necklace. Honestly, I hesitated and after a brand new diagnosis of leukemia, I preferred a store credit. But the manager talked me into giving [redacted] another shot and if that didn't work, I would get a refund. The manager apparently left Saks ([redacted]). So the necklace arrives at my home and this time I decide to wear it daily. A few weeks pass and once again the SAME THING happens. Stones are out. I am so upset that my friend and I go to Saks and fully intend to return the necklace for a credit. The salesgirl, [redacted] is a doll who agrees that this should not be happening. I knew [redacted] from[redacted]. I made a few purchases there in handbags. The acting jewelry manager [redacted] called down the STORE MANAGER, [redacted] who treated me like GARBAGE. She ABUSED me even after I explained thatI was sick and didn't have the energy to chase necklaces. She said it would be repaired again and blew me off like a piece of trash. Its the policy..Desired Settlement: At this point I want a full refund wfor my purchase in the amount of $2616.15 not a credit but a check written to me, [redacted]. I would have accepted a credit before or a credit to my sister's account but now I want every cent back ASAP.

Business

Response:

Business Response to a Complaint

Response:

This client has been credited in full via bank check refund for $2,835.00. The return was processed at the register on 9/5/14 on dateline [redacted] in our [redacted] store. Our client can expect to receive the check to her home this week.

Sent on: 9/16/2014 9:50:51 AM

Sent by: [redacted]

Review: In 2011 a Saks sales associate ordered a pair of [redacted] pumps (there was an issue with poor customer service at the time of purchase which initiated the email communication). Of course, the majority of [redacted]'s are occasional shoes, so I only wore them a couple of times a year -- once in 2011, 2 times in 2012, 1 in 2013 (you can tell that there is no wear/tear on the sole). On the third time I wore them the button popped off. I took them to Saks ([redacted], VA) to be repaired. After I picked them up, the first time I wore them the button popped off again!! I contacted customer service (via online) and was told that my only option was to continue to repair the shoe (at the Distribution Center) as Saks would not either refund nor exchange the shoe because it has been over a year. However Saks would not even do that because the Saks sales person provided me the incorrect order number at the time of purchase so they cannot "research" the issue (see attached emails)Desired Settlement: This has been a major inconvenience. Again, this is an occasional shoe and that has only been minimally worn. The quality of this merchandise is poor. And it is disappointing that Saks would rather stand by your return policy than the quality of the merchandise that it sells. The fact that Saks thinks it is acceptable to continuously repair a shoe of this caliber is unfortunate. Please refund the shoe or send me another pair (complete with the sole savers that I already paid Saks to put on)

Business

Response:

Review: Sometime in February 2014, I purchased a [redacted] purse from the [redacted] boutique in another location, I learned that Saks offers a 10% discount with applying for their credit card. The bag (medium caviar black with silver classic [redacted]) was delivered at the location, [redacted] store, on March 5, 2014 which I cancelled based on the information I was provided by the [redacted] department at the Saks store. In February, I entered the store and inquired on what I had learned about the discount and they confirmed it to be true. I asked when I would receive the bag and was told sometime in March. I applied for the Saks credit card which does a hard inquiry on my credit report and was not approved for the fired amount. I ended up calling them a few days later to increase the limit and they were able to make the limit high enough to satisfy the amount needed to get the discount for the bag. I was told that I would be at the top of the list and they will definitely receive them in March which is why I cancelled my order with the other store. March came and went and I was told my bag did not come. I went to the store on several occasions to inquire and I was continuously being told that it would be there soon. In April, I found out about a price increase and tired to order a different bag from the store unsuccessfully.

I also found out that I was not at the top of the list sometime in April and was told on May 27, 2014 that they may have received some bags but gave it to the other people on the list. I feel that Saks associates misrepresented the ability for me to get the purse from the company during the timeframe. If they had informed me that they did not have an idea of the timeframe, I would have kept my order with the other store. I did not get contacted about the receiving the purse until late May, about three months later. I have not used the credit card because the purpose of the card was to receive the discount. Given the circumstances, I want Saks to honor the purse at the original price before the increase and include the 10% off which I was told.

I have tried to speak to them, but the [redacted] manager finally called me today May 27, 2014 after I requested to be contacted several time, also the actual store manager for Saks never contacted me.Desired Settlement: I want to purchase the bag at the price I was told I was initially told and which is 4633.20 - 10%= $4169.88

Business

Response:

July 4, 2014

Saks Fifth Avenue

5555 Wisconsin Avenue

Chevy Chase MD, 20815

###-###-####

Fax: ###-###-####

COMPLAINANT'S NAME:

###-###-####

Dear [redacted],

Saks Fifth Avenue received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, [redacted] complains that she was placed on a waiting list and once the bag in question became available it had increased in price and she did not deem it suitable to pay at the new cost. She is requesting to purchase the bag at the price it was when her name was first placed on the waiting list and also receive the 10% off for opening a new Saks First card.

Account research regarding this complaint shows that Saks Fifth Avenue is focused on delivering the absolute best solution and always the appropriate Saks Fifth Avenue experience to all our customers. We have since spoken to **. [redacted] concerning this matter and mutually came to an understanding. Since she had actually purchased the bag and subsequently returned it to enjoy the 10% off that we offer at first purchase we decided to honor the value of the bag at the time her name was initially added to our wait-list. We have exhausted our entire company’s inventory but at this time the bag is unavailable.

Once again, she has been added to our waiting list where she will now be the first customer to be contacted once we have replenishment on the bag in store. Concerning the 10% off, whenever the card is swiped for the first time she will automatically receive 10% off her first purchase.

Saks Fifth Avenue sincerely regrets any inconvenience this issue may have caused. Please feel free to contact our office directly at ###-###-#### if you have any additional questions or concerns in this matter.

Sincerely,

Saks Fifth Avenue, Executive Office