Saks Fifth Avenue

[redacted] Revdex.com #[redacted] Response to Customer 1/**/2015Dir Sirs:We understand our customer’s concerns with regards to the return of the Prada Card Case and have extensively researched this matter. Our records indicate that we received notification from the customer that the merchandise purchased on...

September **, 2014, started to have peeling issues on the side of the case. We requested that the customer return the item so that we could determine if there were any manufacturer defects with the product. Upon inspection it was determined that the bottom corner was peeling due to normal wear and tear and no vendor defect was found. Additionally, the pockets were slightly stretched where the cards were inserted. Based on the information provided we are unable to offer a replacement card case at this time.Thank you,[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 $100 and they gave me like $40 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]

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 payment. An 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] orders. We have reached out to our partners at [redacted] to inquire if the credit can be placed back on to the [redacted] account. Once we have a response from [redacted], we can email the customer with our findings.

Response [redacted]Dear Sirs:We understand that the customer has additional concerns with regards to the receipt of Off 5th orde[redacted].  We have further researched the issues that have caused additional concern. A $50.00 Gift Card was issued and mailed to the customer’s billing address on January *, 2015. Since the customer expressed that they did not receive the Gift Card, we will request that a new one be sent out. We are happy to extend an offer to have [redacted] pick up the item which the customer wants to return. The customer can use their own box and we would ask that they place the return slip inside with the sweater and seal the box. To make sure that we pick up from the correct address, we ask the customer to respond back to [redacted] with the information. Additionally, we ask that the customer confirm the correct address to ship the Gift Card.   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:

[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,
[redacted]

Our client was actually credited in full on 11/**/14 for the [redacted] handbag $2700. 00. I have attached a copy of the receipt

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 *, 2014. Points are awarded based on our point structure which is outlined in our terms and conditions. Our client was awarded two base points and four bonus...

points per dollar for the purchase. Our terms and conditions can be found at [redacted] The $150 gift card she received is the correct amount.

All Saks online orders are subject to our verification policy with our security department. This is done completely for our customers’ protection.  The high volume of holiday orders has increased the completion time for this. On December [redacted], a member of our management team advised that the...

order was approved and that the customer would receive an email with the gift card within 30 minutes. Unfortunately due to technical issues, the order did not release. As we understand this was disappointing to our customer, we did contact our risk department to have the order approved. The customer then contacted our office on December [redacted] to request that the order be cancelled. We understand this was frustrating and that the customer had been inconvenienced. We would like to extend an accommodation in the form of a $25.00 gift card to the customer. The customer would need  to contact us and  refer back to the order [redacted] to redeem. The customer would also need to provide our office with their shipping address so that the gift card can be mailed.

Tell us why here...Although our client is not technically entitled to this additional $300 gift card, we have decided to send her the additional $300 gift card in case there was any misunderstanding when she was shopping in our store. We will sending this gift card out today to the customer's address on this complaint. We apologize to our customer if she was given any incorrect information about our SaksFirst program.

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]
 The identification was NEVER VERIFIED! My police report and complaint states that while [redacted] said they would send the driver at no time during this have they sent the driver back. I offered to send in my photo ID that they state I showed and it was never requested  a saks representative over the phone by the name of [redacted] said that [redacted] has numerous complaints against them for this same reason. For shoes to go missing that cost $600 plus and them to do a phone investigation ISNT fair. I have done my part to validate my claim however [redacted] and saks both have done nothing. The driver states I showed my id what would I need to show my ID for if he knocked on my door? Than they state they have it on camera. Show the footage. My building can't be entered by vehicle. The front door is blocked by trees and a long path. This is unacceptable. I am willing to send my ID as well as proof I wasn't home. I am a retail store [redacted] and my DM as well as my corporate office can validate my whereabouts at the time of this "delivery"
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Upon further review we did determine that the orders may have been cancelled prematurely;  the customer should  be able to place an order with Saks if the bank issuer authorizes the transaction. We will try to call our customer to assist her with placing a new 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:

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 her. I 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 5 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 5 weeks, it is pretty scary. I 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 apologies. They only responded when I filed this Revdex.com report.  Not a good way to treat a customer. I 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]

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

We understand our customer's concerns regarding the cancellation of the wallet from Saks.com order [redacted]. We have extensively researched this matter. All online orders are subject to our verification process. This is done completely for our customers’ protection.  The high volume of holiday...

orders has increased the completion time for this. The customer ordered merchandise that was to be shipped from a Saks store. We place a disclaimer on the website for customers' to review on items that will ship from a store. The stores have four days in which to pull the order and try to locate the item. If they are not able to locate the inventory, the order will cancel. Unfortunately the wallet is completely sold out at this time. The customer referenced two previous orders cancelled. Order [redacted] was a store locator order and was cancelled due to no inventory found. Order [redacted] was for a pre-ordered item which the vendor cancelled. We know that this can be frustrating. As we understand the customer has been inconvenienced, we have extended an accommodation for 10% off the next purchase. The customer will need only refer back to the order [redacted] where this will be notated.

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.

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 am asking to send me the jeans back to me and take the credit back from my credit card.  I am not asking to explain the return policy.
 
 
 
 
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 cancellation of Saks order [redacted]. We have extensively researched this matter. All online orders are subject to our verification process with the security department. This is done completely for our customers’ protection.  The high...

volume of holiday orders has increased the completion time for this. Our records indicate the order was cancelled as our security department was unable to verify pertinent information concerning billing. We know this matter has been both frustrating and disappointing to our customer. Our records indicate that the items are still available for purchase on Saks.com. We would like to extend an accommodation to offer the same promotional discounts in which the customer received with the previous order. The customer would need only contact us to place a new order and refer back to [redacted] where it will be notated to honor  the accommodation.

We have carefully researched our customers concerns. As we understand our customer returned items from two orders, both orders were placed with Saks.com on May [redacted].  Our return policy states merchandise with the exception of watches and jewelry, presented after 30 days will be credited...

based on the current selling price. Unfortunately the return package was received on July **, 2014.  Some items from the orders were credited back to the customer at the current selling price. From order [redacted], the Tod's Drivers were credited $153.00 and the Fendi Shopper, $630.00. From Order [redacted] the [redacted] + [redacted] Jacket was credited $130.12.  The items in which were credited back at the full purchase price were from Order [redacted], the Burberry Brit Jacket for $597.00 and from Order [redacted], the Tory Burch Dress $195.00. Unfortunately our records show a total of 5 items were returned. At this time, we will need to start an investigation into the whereabouts of the remaining items in which were returned. This process can take 5-10 business days in total and someone will be in contact with our customer within 5 business days.

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 is completely unacceptable. There are many things you can do. First, you can reply to my complaints timely. Our last communication was on December **, 2014 until your follow-up on December **, 2014. That's a full 20 days in which I was waiting to hear back from your customer service department.I have repeatedly stated, in my desired outcomes, what I would like Saks to do to work towards resolving this matter. You continue to ignore and disregard these possible resolutions. If you are no longer willing to work towards these possible remedies, I wish to be compensated for my time and frustration monetarily. This is completely reasonable given the complete lapse in customer service, combined with 3 canceled orders, and 3+ weeks of complaints/follow-up. I want to be compensated in the amount of $198, which is the difference in list price of the wallet minus the sales price + coupon I redeemed, so that I can use the $198 elsewhere and be made whole.I do NOT consider this matter closed by any means and do NOT accept the company's most recent response that there "is nothing more they can do, and consider this matter closed."
 
 
 
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 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. .