Saks Fifth Avenue

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 have contacted with the online customer service to place a new order with the same price.But was told that it counldn't.Must pay the price which was shown in website  and they can give me a refund.When I asked how much will the refund,the customer service answered that she didn't know. I would like they can place a new order with the same price manually.Beside,I would like to use [redacted] to purchase this order.Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs,
As we understand our customer's concerns with regards to their gift with purchase, we have extensively researched this matter. The customer's first order was cancelled as our security department could not verify correct billing information. As our verification process is a normal...

policy, this is in place to protect our customers personal information. The customer placed a second order on October [redacted]. Unfortunately the system was unable to apply the code as it was recognized being applied to the first order. We immediately reached out to our fulfillment center to try and locate the gift in which to send. As with any of our gift with purchase items, they are while supplies last. We were able to locate the gift for our customer in our New York store. The store will be shipping the package directly to the customer at the address provided on the Saks.com order. Because our customer has been inconvenienced by this issue,  we are happy to extend an accommodation gift Card for $25.00 which we will mail to the customer and should arrive shortly.

Tell us why here...We understand that the customer has additional concerns regarding issues with Off 5th order [redacted]. We have further reviewed those issues. Unfortunately the credit of $27.90 has not yet been issued. We have escalated the matter and the credit will be applied back to the customer within 3-7 business days. In addition we have extended free overnight delivery for the customer’s next purchase as an accommodation. We have addressed any opportunities with the appropriate individuals that have caused our customer concern.

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]
 1) I HAVE RETURNED THE ITEMS WITHIN 30 DAYS. I received the item first week of June, and I returned it the last week of June. Customer shouldn't be held liable for the transit time for shipping the items as it is out of my control, and it varies from time to time. HENCE, I SHOULD BE RECEIVING THE ORINIGAL PURCHASE PRICE AS I DID RETURN IT WITHIN 30 DAYS PER POLICY
2)  PLEASE SHOW EVIDENCE/PROOF OF THE PRICE YOU WERE CLAIMING. As from what I checked on Saks website, the exact same Fendi shopper bag and exact same color BLACK current price is $1750, but not the $650 you claimed. If you insist on refunding me the current price, you should be refunding me the "CURRENT" price ($1750) as per the policy you are saying. You can't just make up a price and refund me whatever is lower, not sticking to your "current" price policy. OTHERWISE, THIS WILL BE DEEMED AS FRAUD.
[redacted] 
3) HUGE FAULT FOR MISSING/LOSING ITEMS. You guy lost 6 out of 11 items. And you breached the good faith of doing buisiness. Please give me explanations a.s.a.p. If the shipping company actually weighed the package, they might have a record of weight.
I am attaching the picture I took of the shipping label. I am very very very disappointed by Saks, as I have been a frequent shopper with [redacted], etc. And this is the FIRST TIME EVER that some one didn't receive the item. AND the first time ever that I'm not getting back my money back when I returned all the item. And the first time ever that some one is refund me less than what I paid, when I returned the items within 30 days as the policy stated and all of the items are brand new.
If Saks can just say "Oh we didn't receive all the items" or "Oh we are just gonna refund you the CURRENT price" or " Oh the website isn't showing the correct CURRENT price" or "Sorry, you are nog getting your money back", I am sure that all the customers will be driven away.
?
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

We are sorry to hear that our customer has experienced an issue with the Marchesa Dress purchased with order [redacted]. The issue has been referred to our corporate office for further review. We understand that returns are important to our customers. Our return policy does state that we are unable to...

accept the return of merchandise that is not in saleable condition unless it’s determined that there is a manufacturer’s defect. Upon return to our distribution center, our team found no defect with the zipper. At this time we would like to extend a pickup of the Dress to be returned to our distribution center for a second inspection. We will have the package forwarded to a member of our management team with full explanation of the issue with the zipper. We will schedule the pickup with [redacted] for Monday, December [redacted]. The customer will need only place the return receipt and the Dress in the package and tape it. [redacted] will bring out a label. Upon receipt at our distribution center, the team will advise our corporate office of their findings and the customer will be notified.

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

The customer stated that she cancelled her Saks Card and has never used the card online. Our records   indicate that the customer has used the Saks card for orders placed between August ** – September * as well as prior to. The customer stated that she has filed a complaint of fraud and was awaiting a call. Also she claims to have destroyed her card and is 99% certain she spoke with credit services to have the card cancelled.
 
Customer contacted Credit Services and reported that the purchases with saks.com on her Saks card are fraud but that she did have them in her possession and has returned them.   
 
Our Director in Credit Risk talked to our client and told her that she was calling to see what happened. Our client stated that she has talked to several people and our [redacted] stated that she was calling because she does want to resolve this. Our client said “you guys have lied to me about everything” and hung up on our [redacted].
 
We will remove from our client from our restricted list even though we were not able to confirm with the customer exactly what happened. She will now be able to use her $25 gift card along with her own credit card to make her purchase at saks.com

Tell us why here... We understand that our customer experienced an issue with merchandise received from Saks order [redacted] It is never our intention for any of our customers to experience problems with the merchandise they purchase from us. Unfortunately we are unable to offer exchanges for...

online purchases. We would be happy to have [redacted] come to pick up the defective merchandise and return it to our distribution center for a full credit refund. Our goal is to consistently exceed our customers’ expectations, both with regard to the merchandise presented and received, as well as the service excellence we deliver. In a very sincere effort to demonstrate that we truly care, we are happy to extend an accommodation in the form of a 15% credit off the purchase of this order. Should the customer want to return the defective merchandise, they would need only contact our office and we will schedule a pickup with [redacted].

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.

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 if credit will be posted to my account 
I would like $300 to be credited to my account, I paid my Chanel bag in full  Sincerely,
[redacted]

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 understand our customer's concerns with regards to the credit refund received for returned merchandise. Our return policy does state that we can accept returned merchandise if in saleable condition because we understand that returns are important to our customers....

Merchandise, with the exception of watches, electronics and jewelry, presented after 30 days from the date of purchase, will be credited based on the current selling price. Our return policy can be found on our website under the category Shipping and Returns. Based on this information, we will be unable to honor a full purchase price refund.

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 was told just need contacted your website customer service  to place a new order with the same price of the original order.(The original order number is '[redacted]').According to your requirement,I have place a new order which number is '[redacted]'.There should be a $299.99 refund.While the customer service told me they can't give me the refund for the reason that [redacted] can't give a partial refund.But [redacted]‘s customer service said [redacted] exactly can give a partial refund. I hope you can give the refund to me by [redacted] transfer.(My [redacted] account is '[redacted]').I hope you can help me solve this problem.Thank you
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Tell us why here... We understand our customer's concerns with regards to Saks order [redacted]. We have extensively researched this matter. The customer has expressed frustration and disappointment with receipt of a Gift With Purchase that may have been expired. We have reached out to our Saks...

store in [redacted] and they have extended an accommodation to ship out a Gift With Purchase with [redacted]'s latest skin care samples. Unfortunately the [redacted] Gift that the customer initially received is no longer available. Should the customer need to return the remaining items from the order, we can accept the return if in saleable condition. We did ship the order within the U.S. and it was the customer's decision to ship to [redacted]. We will extend an additional accommodation in the form of a  $50.00 credit towards the return shipping fee if the customer needs to return using their own method of shipping. The credit can be redeemed by the customer contacting our office with the order number.

As we understand our customers concerns regarding the purchase of Prada shoes from Saks.com, we have extensively researched this matter. We recognize that returns are important and are happy to accept return of merchandise that is in saleable condition. As our customer contacted our center with...

concerns regarding a defect with the heel tip, we advised to return the shoes for further review. Our distribution center has made the determination to ship the shoes to the vendor, Prada for repair.  In most cases, the item has to be shipped internationally for the repair to be completed. We advised the customer of the timeline  6-10 weeks. Should the customer have concerns with the timeframe, we can request the vendor to send back the shoes before repair can be completed. If the customer would prefer to have a local shoe cobbler make the repair to the heel tip, we can extend an accommodation of $30.00 towards the repair. The customer need only send copy of receipt to [redacted] and we will be happy to extend the credit.

We have carefully researched our customers concerns with regards to the receipt of merchandise that was shipped in less than perfect condition. This was an unfortunate mishap on our part. As we recognize that this was disappointing to our customer, we have requested FedEx to pick up the...

package.  We do acknowledge that this is a frustrating situation and the order has been documented to issue a credit refund back to our customers credit card within 3-7 business days once the package has been received at our fulfilment center.  As an apology for the item being received in less than perfect condition, we are happy to extend a 10% discount on a comparable or replacement infant item. This offer has been documented on the customer’s order. The customer need only to contact our customer service team at ###-###-#### and reference order [redacted] when ready to place the order.

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 $25.00 gift card would make up for it.  Not to mentioned 
1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service.  I called customer service and they tried but had no success.  
2) A few days later after being denied to purchase some items,  I was checking my credit card statement online and noticed they put all the charges through for approval TWICE!  (is that legal)
I would like these as well to be addressed:
1) As stated above, a clearer statement indicating every item purchased, returned, all by dates and by payment ([redacted] or Saks Card).  They sent me an amateur word documents that are hard to read.  
2) An Answer how they can legally deny my purchase with their (measly $25 gift card) and my [redacted] which was in good standing.
3) How they can make it up to me that by the time they got back to you it was weeks later and the items (that were on sale during their Frineds and Family) had passed and none of the items I had tried to order were available to purchase.
4) Now my favorite:  Someone by the name of [redacted] called me last week  or possibly the week before.  She only gave me her first name, no extension but a reference number.  When I called and gave them the reference number, they confirmed my name address etc. and that was it.  I asked why did you call me and reference the number?  The guy said I don’t know.
5) And moreover, in addition to some of their staff being busted, there are currently 69 complaints on line under consumer affairs.  No one addressed My “missing skirt"  because this was never addressed in this matter”  So you might want to hear this again.  When I ordered a skirt in a size 12, (a rare size because designers don’t make too many in that size) at the same time I was loosing weight so I tried to order the 10, but while I was on line, someone bought the last size 10.  For about 10 days I put my name on the wish list for the size 10, which never became available.  however, the size 12 was always available.  I recall calling a few days after placing my order asking if they could do a store check for a size 10.  They said there were no 10's left only size 12’s.  I told them I already ordered one and they said to check back periodically.  I am asking you, the Revdex.com to please check for that phone call to prove that there were size 12’s available but the one that I had ordered and patiently waited for was never sent to me even though it was available on line and was on hold at the store.  I was lied to because they changed the story several times - First they blamed it on the sales person in the store then they said oh, these things happen (all the while It was available for 10 plus days on line) and no one has yet to address this.  Please find the tape..
FYI:  Top 69 Complaints and Reviews about Saks Fifth Avenue[redacted] › Shopping › Retail Stores 
Cordially,
[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 $25.00 gift card would make up for it.  Not to mentioned 
1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service.  I called customer service and they tried but had no success.  
2) A few days later, 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 $25.00 gift card would make up for it.  Not to mentioned
1) The fact that when I tried to use it on line, my order was declined and it told me to call customer service.  I called customer service and they tried but had no success.  
2) A few days later, 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 $25.00 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 etc. and 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 69 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 10.  For about 10 days I put my name on the wish list for the size 10, which never became available.  however, the size 12 was always available.  I recall calling a few days after placing my order asking fi they could do a store check for a size 10.  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.

Tell us why here...Our return policy on price adjustments is as follows: Saks Fifth Avenue will gladly credit our clients the difference if something is reduced within 7 days of their purchase, as long as the purchase was for the original price. We do not do price adjustments if the customer made a...

purchase at an already reduced price. If there had been another one of the same size available, the customer could have purchased the same item, but we were totally sold out when she approached us for the price adjustment. This statement is on the back of all of our saleschecks