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:

I would be happy to receive the repaired shoes within 10 weeks of the date I returned them to Saks; however, presently, it has been 8 weeks since the shoes were returned.  The 10-week repair timeframe will end approximately 11/**/2014.  If shoes are repaired and received in that timeframe, I will certainly accept that resolution.
Unfortunately, I was informed on 10/**/2014 that my repair would be completed 6-10 weeks from mid-October, which suggests my shoes will be returned in December 2014.  As previously mentioned, a 4-month repair window is completely UNREASONABLE, despite the location of repair centers.
Additionally, a $30 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 condition. and expect that the heels be repaired in a timely manner (received by me prior to 11/**/2014, as this represents the LATEST date of the anticipated repair window; 10 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]

Just received the refund of shipping fee. please close the case. Thanks for the help!

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.  I received the refund to my credit card on 8/**/2014.  Thank you for your efforts in getting me my refund 24 days after the company received the returned merchandise.
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:

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 verification. They 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 week. They 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 order. I was even told by one of the customer service representatives that she looked into the inventory and saw that there were 8-9 stores that were showing inventory, and that there was nothing to be concerned about unless there were only 1-2 stores showing inventory.All facts aside, when I give my business to Saks, I expect the highest in customer service and satisfaction. Their 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 extraordinary. Saks is not just *any* department store. They are the highest quality, and I expect only the best when dealing with them. To have 3 orders canceled, to have to spend my own time following up to ensure quality service, to spend time having to follow-up with customer service to hear that "the best I'm willing to give you is a $25 gift card and 10% off your next purchase" is unacceptable. 10% off my next order is an insult. It sounds like a page out of their Customer Service handbook on step 1 of "how to deal with a customer's complaint." I reject that proposed solution. I'm looking to be made whole for my purchase. I 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]

As we understand our customer's concerns regarding the Kiehl's facial cream being received with an expiration date of 2011, we are happy to extend a onetime courtesy to credit refund the customer for the purchase price of $26.50. As this was an unfortunate mishap on our part, the package was shipped...

to a domestic address. As the customer's decision was to ship the product to China, we understand that it can be costly to return the product back to our fulfillment Center. We will issue a credit refund back to the customer's card used to place the order, within 3-7 business days.

As we understand our customers concerns regarding receipt of their Saks.com order, we have extensively researched this matter. Our records indicate that the package was delivered on Saturday, October [redacted]. Our customer requested next business day service and a signature was capture at the time...

of delivery. Saks did request additional information from [redacted] as our customer expressed concerns regarding receipt of the package. Per an investigation by Saks together with [redacted], the customer presented a picture ID to the [redacted] driver and then signed for the package. A copy of the signature was obtained from [redacted] as part of our investigation and confirmed. In addition the customer advocate for [redacted] performed additional research as well and the conclusion was the same. As we understand the customers concerns, based on the findings of our investigation our customer’s order was delivered appropriately.

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 listed several complaints about Saks, yet only one part was addressed.  I will respond to their response with the following information.  When I had placed the order for the size 12 Milly skirt on Saks.com it was late at night, or should I say very early in the morning.  I then received an email telling me that my wait listed item for the 12 is available (after my on line purchase - I still have the email).  Later that morning I went on line and also saw that a size 10 was available and put it in my cart.  
I called a representative for assistance with another  item and as she was looking something up,  the size 10 disappeared from my cart.  I asked her if she could find out if someone purchased the 10 since obviously having it in your cart doesn't secure it.  She checked and said it's gone, but you can get a size 12.   I said thanks but I already placed an order for one.  I continued to check for the next few day to see if a 10 would come back but no such luck, however, every time I looked for the 10, the size 12 black was available.  Why would the computer say there was a size 12 for several days when the 10 that was was sold out and showed a 0?  (Please ask Saks for a recording of my conversation with that representative).  
As far as them stating that my Saks card was used, I am only now aware of this.  Every purchase I made, I used my [redacted] not a Saks card that I didn't even know was still active.  As a matter of fact, I think for every order, I opened up my [redacted] chase rewards website and went through the ultimate rewards to go to Saks so I could get the extra points.  As I mentioned on the phone, I destroyed  the card a long time ago and I am 99% sure I cancelled it.  As far as a representative calling me, I agreed that someone did me, [redacted], a [redacted] from [redacted].  She gave me her number and extension and I called 3 or 4 times leaving her a number to call me back at but she never did.  I even tried getting results from someone who sent me a "we are sorry letter" out, [redacted], but she ignored my emails.  And finally, the last straw was finding a Saks invoice in the mail.  I called and was told that the fraud department would cancel it since I didn't recall using it or even have it in my possession.  Before transferring me, they said someone from the Freud department would be in touch with me soon then they said they would transfer me to someone that could help me for now but I ended up on some customer service line that was closed for the evening.  
If I had a week, I could list numerous problems I had with the store which is why I stopped shopping there.  I thought to myself, since the on-line division is separate how bad can they be?  Well…
Saks didn't address one issue in the above listed complaints.  All they did was confirm them.  No one I know shops at Saks anymore because they have their own stories.  Check out [redacted] sometime and you can read some of them their.  I was willing to work with them now I want nothing to do with them with the exception of refunding me the exact amount of every single cent I spent.   Everything I purchased was returned so I am demanding a list of every single item purchased, the day it was received, and the credited amount.  I want this ASAP so I will not have to pay a single cent of interest.  I also want a letter stating that my credit card has a zero balance and that it is CLOSED!
Cordially,
[redacted] 
 
 
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. [redacted] picked up the package to be returned to Saks for a refuend and a New Order has been placed for the same item Order #[redacted]. 
Sincerely,
[redacted]

On behalf of Saks Fifth venue, I sincerely apologize but I do not see a previous inquiry for [redacted] in our system.I have forwarded to the appropriate executive at store level to resolve this and get us a response for Revdex.com a.s.a.p.I will be responding shortly.Thank you for...

your patience, Happy Holidays.

I have attached a picture showing the promotional signage for the promotion we were offering on November **, 2014.The picture showing the signage for our promotion; please note the asterisk after the last "F" in the word OFF*, as well as our disclaimer at the bottom of the sign stating exclusions...

may apply, please ask associate for details. The promotion was a Black Friday promotion, Saks Fifth Avenue is always very conscious of the disclaimer as well as the wording of any promotion we may offer, but especially for the holiday due to the steep discount, we make sure the signage is very clear and does not leave any questions for the customer.The shoes purchased by [redacted] were already 50% off, and were not included in the promotion offering 40% off the entire purchase.Saks Fifth Avenue was specific in stating that exclusion applied and to please ask the associates for details. Saks Fifth Avenue sincerely apologies that [redacted] was disappointed her purchase of Men's shoes discounted at 50% off, were not included in the 40% off promotion.At this time, we cannot meet [redacted]'s request for an additional 40% off her Men’s shoe purchase, as all Men’s shoes were excluded from this 40% entire purchase promotion.Thank you,Sincerely, 
[redacted]
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Tell us why here...We understand that our customer has further concern with regards to the credit refund for order [redacted]. Due to inclement weather conditions, our facilities were closed and reopened with limited staffing. We are working to expedite customers' returns. Because our customer has...

expressed disappointment and frustration with this matter, we have extended an accommodation to have credit issued in an expedited manner. Credit will be refunded back to the [redacted]  account within the next 5-7 business days. We are also extending an additional accommodation in the form of a $25.00 Gift Card which will be mailed to the customer to express our sincere apologies for the delay with processing the return.

We understand our customer has additional concerns regarding cancellation of the Saks.com order. The issue was presented to our corporate office who has further researched this matter. The $50 off $250 spent discount applies to online orders only. Since the customer has expressed that they may want to shop at one of our Saks stores instead of online, we are happy to extend an accommodation in the form of a gift card in the amount of $50.00. We will have the gift card mailed to the customer's shipping address provided on the order.

Hi [redacted] I have received everything from saks fifth today.Thank you for your help! you may close the complaint

Tell us why here...We understand that our customer has expressed additional concerns regarding the return of the jeans. We have extensively researched this matter. Unfortunately once a return is processed, we are unable to locate the merchandise to ship back to the customer and reverse the credit refund. The customer received a  credit of $45.09  on December **, 2014. Based on our return policy regarding merchandise received past 30 days from date of purchase, we are unable to provide a full purchase price refund.

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.

We understand or customer’s concerns with regards to returning their Saks order. We have extensively researched this matter. The customer first contacted our office with their request to return the order on December [redacted]. The customer was sent an RMA but chose to ship back the package using their...

own shipping carrier. The package has not been processed as of yet by our fulfillment center. We are currently working on processing returns from December [redacted]. 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 5-10 business days.

Our client was issued a full credit to their Visa card on 8/**/14 for a total of $495 for the earrings.

We understand our customer's concerns regarding the cancellation of Saks order [redacted]. We have extensively researched this matter. 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. While an order is pending verification, the items purchased are reserved for the customer until verification has been completed. Unfortunately our security department was unable to verify pertinent information in which was necessary and the order cancelled. Our records indicate we no longer have the Gucci Mini Bag in stock. We are happy to place the customer's email address on a wait list should the bag become available. We understand that our customer was inconvenienced and are happy to extend an accommodation of 20% towards the next purchase. The customer would need only refer back to order [redacted] when ready to place the order and our associates will be able to redeem this for the customer.

As we understand our customer's concerns regarding the cancellation of the Milly Skirt purchased with Saks.com, inventory for this skirt did sell out very quickly. Unfortunately when the order was placed, our fulfillment center did not have inventory and we sold the skirt on our website with...

the disclosure that one of our Saks stores may have inventory of the skirt in the size and color our customer requested. When this occurs, once the order is placed it is then broadcast to our Saks stores. The stores have four days in which for one to pull the order and then try and locate the merchandise. We do place a disclosure on the site that because the inventory is limited, if the merchandise cannot be located, the order may unfortunately cancel. A member of our management team did review our inventory and order systems with extensive research found that the order was the last to be placed online. Inventory at that point in all stores had been sold out. Upon additional research we found the Alice + Olivia dress from same order was returned. A credit of $227.33 was returned to the Saks Card on September [redacted] and the return shipping fee was waived. Our records indicate the Saks Fifth card had been used to place the order. As our security team is diligent in making sure our customers information is secured, our credit services department has initiated an open case at our customer’s request to further research this matter. A member of that team did reach out to the customer on September [redacted] and left a voice mail message to further discuss.  At this time, we ask that the customer contact the phone number provided within the message. If the customer no longer has the information, credit services can be reached at ###-###-####.  As we understand that the customer is frustrated, unfortunately we do not have inventory of this particular skirt. As an accommodation for the inconvenience in which our customer has experienced, we are happy to offer a $25.00 gift card towards the next purchase. We will have the card mailed to our customer's shipping address.

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:

On 1/**/2015, the merchant responded by saying " We are very sorry for the confusion and will request that the $9.50 return shipping charge be credited back to the customer's [redacted] card within the next 5-10 business days."  Now it is 2/**/2015 (10 business days has passed), no refund has ever been issued to my credit card. The merchant was making a promise that it did not execute. Please re-open the case for me. Thanks! [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]