Saks Fifth Avenue

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

Our client was issued a full credit to their Visa card on for a total of $for the earrings

Revdex.com: 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 ***, 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 Family house signed for the packageMy 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 AvenueThis 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 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, [redacted]

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 relationshipIt is perhaps our greatest challenge when we are asked to honor a customer’s request, and after due consideration, we conclude that we cannot.WE have responded to three inquiries from [redacted] because he is not satisfied how we have addressed his concernsOn behalf of Saks Fifth Avenue we sincerely apologize that [redacted] feels we have not resolved this inquiry to his expectations, however there is nothing else we can do to address [redacted] initial inquiryFinal response for [redacted] We hope [redacted] can accept that we are sincerely apologetic for the poor service he received If [redacted] does not want to accept our sincere apology and accommodation there is nothing further we can address regarding this issue, and we will consider this matter closedSaks Fifth Avenue response on 122014We understand that our customer has additional concerns regarding the cancellation of the wallet from Saks.com order [redacted] Our corporate office has further review this matterOur pricing history for this wallet shows that it was selling for $ Due to technical issues with our website, the system did not charge the order correctlyThe price that was shown was $We provided the customer with 20% credit initially at the time of placement and the customer paid $before taxesWe then requested that the remaining price difference be applied to the customer's credit cardUnfortunately the order cancelled as our Saks store was unable to locate inventoryAs previously mentioned, we place a disclaimer on the website for customers' to review on items that will ship from a storeBecause our site was experiencing technical issues, an email confirming the cancellation was never sent to the customerBased on our corporate findings, the funds held for the purchase of the wallet were released back to the customer's credit cardBecause the customer has been inconvenienced based on further research we are happy to extend an accommodation in the form of a $Gift Card which will be mailed to the customerIn addition, we have also extended 20% off the next purchase

Revdex.com: 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, [redacted]

Tell us why here...Based on our research it has been verified that our customer was awarded triple points on her Chanel purchase of December *, Points are awarded based on our point structure which is outlined in our terms and conditionsOur client was awarded two base points and four bonus points per dollar for the purchaseOur terms and conditions can be found at [redacted] The $gift card she received is the correct amount

First, we would like to apologize to our client for not feeling welcome in our storeWe pride ourselves on providing excellent customer service,but in this case, we clearly stumbledOur [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 storeIf 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 clientWhile we do carry some final sale merchandise, we do make exceptions for our customers when it is requestedAgain, our most sincere apolgies that our customer had to contact the Revdex.com about this issueThank you

Revdex.com: 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: Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] All Saks has done is take you and me in circles Here is what so far has been resolved: 1) I received a letter that my Saks card was destroyed (not when I asked them for this, only after I wrote to you at the Revdex.com) 2) I received a letter stating and indicating s items that I purchased and was returned I would prefer a clearer statement indicating every item purchased, returned, all by dates and by payment ( [redacted] or Saks Card) They sent me an amateur word documents that are hard to read No one has addressed that after everything I have gone through (please see below) that a measly $gift card would make up for it Not to mentioned 1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service I called customer service and they tried but had no success 2) A few days later after being denied to purchase some items, I was checking my credit card statement online and noticed they put all the charges through for approval TWICE! (is that legal) I would like these as well to be addressed: 1) As stated above, a clearer statement indicating every item purchased, returned, all by dates and by payment ( [redacted] or Saks Card) They sent me an amateur word documents that are hard to read 2) An Answer how they can legally deny my purchase with their (measly $gift card) and my [redacted] which was in good standing 3) How they can make it up to me that by the time they got back to you it was weeks later and the items (that were on sale during their Frineds and Family) had passed and none of the items I had tried to order were available to purchase 4) Now my favorite: Someone by the name of [redacted] called me last week or possibly the week before She only gave me her first name, no extension but a reference number When I called and gave them the reference number, they confirmed my name address etcand that was it I asked why did you call me and reference the number? The guy said I don’t know 5) And moreover, in addition to some of their staff being busted, there are currently complaints on line under consumer affairs No one addressed My “missing skirt" because this was never addressed in this matter” So you might want to hear this again When I ordered a skirt in a size 12, (a rare size because designers don’t make too many in that size) at the same time I was loosing weight so I tried to order the 10, but while I was on line, someone bought the last size For about days I put my name on the wish list for the size 10, which never became available however, the size was always available I recall calling a few days after placing my order asking if they could do a store check for a size They said there were no 10's left only size 12’s I told them I already ordered one and they said to check back periodically I am asking you, the Revdex.com to please check for that phone call to prove that there were size 12’s available but the one that I had ordered and patiently waited for was never sent to me even though it was available on line and was on hold at the store I was lied to because they changed the story several times - First they blamed it on the sales person in the store then they said oh, these things happen (all the while It was available for plus days on line) and no one has yet to address this Please find the tape FYI: Top Complaints and Reviews about Saks Fifth Avenue [redacted] › Shopping › Retail Stores Cordially, [redacted] All Saks has done is take you in circles Here is what so far has been resolved: 1) I received a letter that my Saks card was destroyed (not when I asked them for this, only after I wrote to you at the Revdex.com) 2) I received a letter stating and indicating s items that I purchased and was returned I would prefer a clearer statement indicating every item purchased, returned, all by dates and by payment ( [redacted] or Saks Card) They sent me an amateur word documents that are hard to read No one has addressed that after everything I have gone through (please see below) that a measly $gift card would make up for it Not to mentioned 1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service I called customer service and they tried but had no success 2) A few days later, I was checking my credit card statement online and noticed they put all the charges through for approval TWICE! So I received a letter stating and indicating s items that I purchased and was returned I would prefer a clearer statement indicating every item purchased, returned, all by dates and by payment ( [redacted] or Saks Card) They sent me an amateur word documents that are hard to read No one has addressed that after everything I have gone through (please see below) that a measly $gift card would make up for it Not to mentioned 1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service I called customer service and they tried but had no success 2) A few days later, I was checking my credit card statement online and noticed they put all the charges through for approval TWICE! So 1) they denied the gift card and my credit card 2) by the time they got back to you it was weeks later and the items (that were on sale during their Frineds and Family) had passed and none of the items were left 3) I didn’t know it was legal to deny me to purchase items (with their measly $gift card) and my credit card which was in good standing 4) by the time this reached you all the items I wanted no longer existed because they were all sold 5) Now my favorite: Someone by the name of [redacted] called me last week or possibly the week before She only gave me her first name, no extension but a reference number When I called and gave them the reference number, they confirmed my name address etcand that was it I asked why did you call me and reference the number? The guy said I don’t know - so I hung up 6) in addition to their Staff being busted, there are currently complaints on line under consumer affairs My “missing skirt was never even addressed in this matter” So you might want to hear this again When I ordered a skirt in a size 12, (a rare size because designers don’t make too many in that size) At the same time I was loosing weight so I tried to order the 10, but while I was on line, someone bought the last size For about days I put my name on the wish list for the size 10, which never became available however, the size was always available I recall calling a few days after placing my order asking fi they could do a store check for a size They said there were no 10’ls left only size 12’s I told them I already ordered one and they said to check back periodically I am asking you, the Revdex.com to please check for that phone call to prove that there were size 12’s available but the one that I had ordered and patiently waited for was never sent to me but given to someone shopping at the store I was lied to and no one has yet to address this Please find the tape Cordially, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above

Revdex.com: 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 would be happy to receive the repaired shoes within weeks of the date I returned them to Saks; however, presently, it has been weeks since the shoes were returned The 10-week repair timeframe will end approximately If shoes are repaired and received in that timeframe, I will certainly accept that resolution Unfortunately, I was informed on that my repair would be completed 6-weeks from mid-October, which suggests my shoes will be returned in December As previously mentioned, a 4-month repair window is completely UNREASONABLE, despite the location of repair centers Additionally, a $credit to repair Italian leather and a broken heel is insufficient and an unacceptable resolution to this claim I will not accept a return of the shoes in damaged conditionand expect that the heels be repaired in a timely manner (received by me prior to 112014, as this represents the LATEST date of the anticipated repair window; weeks) If timely repair cannot be provided, I expect a refund of my original purchase price To reiterate, I shipped these shoes back to Saks in August 2014; a 4-month repair window is an unacceptable resolution I am absolutely sickened by the customer service provided by Saks and the misinformation I've been provided throughout this process In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I said that I wanted me pair of jeans back then because I bought them for over $and they gave me like $back I understand their policy which is why I just want my jeans back In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Our client was actually credited in full on for the [redacted] handbag $I have attached a copy of the receipt

Revdex.com: 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, [redacted] **

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

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 shownWe have learned that both the Hydra Cream and Prime Regenra were packaged together in the same bubble wrapBased on video and pictures provided, the information we have carefully reviewed dictates we are not able to honor the request for a credit refundWe have acknowledged the customer’s concerns regarding the [redacted] Gift A new [redacted] gift was mailed to the customer and received on March *** 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

Revdex.com: 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 did speak to [redacted] the manager on Nov.** She was suppose to issue me a refund and follow up with an email I did not receive the email from herI called today and found out that she no longer works there Again they said I would get a refund, but the charge is still on my account when I call the automated number.It's been weeks! How long does it take to issue a refund?As far as the handbag goes, Saks needs to check their cameras and see what happened I do not feel comfortable purchasing on saks.com Think about it, when a customer buys online and receives a different item in the box and has to go back and forth with the retailer for weeks, it is pretty scaryI am a very good customer, and always pay onetime and in full This has been a headache I understand things happen, but it's how you handle it NO Customer service from Saks No call back, no response, no email, lengthy delays..No apologiesThey only responded when I filed this Revdex.com report Not a good way to treat a customerI just want my refund asap Thanks In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We understand or customer’s concerns with regards to returning their Saks orderWe have extensively researched this matterThe customer first contacted our office with their request to return the order on December ***The customer was sent an RMA but chose to ship back the package using their own shipping carrierThe package has not been processed as of yet by our fulfillment centerWe are currently working on processing returns from December ***Once the package has been pulled from the pallet and processed, the customer will receive an email from our fulfillment center at which time a credit refund will be placed back on to the customer’s credit card This process normally takes 5-business days

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 staffingWe are working to expedite customers' returnsBecause our customer has expressed disappointment and frustration with this matter, we have extended an accommodation to have credit issued in an expedited mannerCredit will be refunded back to the [redacted] account within the next 5-business daysWe are also extending an additional accommodation in the form of a $Gift Card which will be mailed to the customer to express our sincere apologies for the delay with processing the return

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

Revdex.com: 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 from Saks.In their reply, they completely ignored my attempts at contacting Saks several times in advance to expedite the processing of my credit card or security verificationThey completely ignored to respond to the information that their customer service representatives told me over the phone during my communications with them on Thurs and Fri of last weekThey ignored the fact I spoke with the customer service representatives about my previous orders that were canceled, and failed to explain how the process works, but instead offered my assurance that there was nothing to worry about with regards to my orderI was even told by one of the customer service representatives that she looked into the inventory and saw that there were 8-stores that were showing inventory, and that there was nothing to be concerned about unless there were only 1-stores showing inventory.All facts aside, when I give my business to Saks, I expect the highest in customer service and satisfactionTheir website states, "By offering the finest quality men's and women's fashions, as well as an extraordinary program of customer services, Saks Fifth Avenue has become the byword for taste and elegance." I think we can agree this experience (these experiences!) have been anything but extraordinarySaks is not just *any [redacted] department storeThey are the highest quality, and I expect only the best when dealing with themTo have orders canceled, to have to spend my own time following up to ensure quality service, to spend time having to follwith customer service to hear that "the best I'm willing to give you is a $gift card and 10% off your next purchase" is unacceptable10% off my next order is an insultIt sounds like a page out of their Customer Service handbook on step of "how to deal with a customer's complaint." I reject that proposed solutionI'm looking to be made whole for my purchaseI want Saks to read my "desired outcome" that I had filled out in my original complaint, and reply why they think that is anything other than a reasonable solution In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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