Saks Fifth Avenue

Tell us why here...We understand our customer's concerns with regards to the Saks order placed on February [redacted]. This matter has been extensively researched. Our records indicate that [redacted] delivered the customer's package on February [redacted]. The customer contacted our office on the [redacted] to advise that...

the package was never received. We advised the customer we would start an investigation into locating the package and someone would contact her within 3-5 business days. Unfortunately we were unable to locate the package and a credit refund has been issued. The customer should see a full purchase price refund back to the [redacted] card within 5-7 business days. For future orders we ask the customer to request Signature Required to avoid this issue from happening again.

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 relationship. It 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 concerns. On 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 inquiry.12/**/2014 Final 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 closed. Saks Fifth Avenue response on 12/**/2014We 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 matter. Our pricing history for this wallet shows that it was selling for $216.00.  Due to technical issues with our website, the system did not charge the order correctly. The price that was shown was $360.00. We provided the customer with 20% credit initially at the time of placement and the customer paid $288.00 before taxes. We then requested that the remaining price difference be applied to the customer's credit card. Unfortunately the order cancelled as our Saks store was unable to locate inventory. As previously mentioned, we place a disclaimer on the website for customers' to review on items that will ship from a store. Because our site was experiencing technical issues, an email confirming the cancellation was never sent to the customer. Based on our corporate findings, the funds held for the purchase of the wallet were released back to the customer's credit card. Because the customer has been inconvenienced based on further research we are happy to extend an accommodation in the form of a $50.00 Gift Card which will be mailed to the customer. In addition, we have also extended 20% off the next purchase.

We understand our customer's concerns with regards to returning order [redacted]. We have extensively researched this matter. Our holiday return policy does afford our customers until January [redacted] in which to return their merchandise for a full purchase price refund.  We have thoroughly...

researched our records and could not confirm receiving emails from the email address provided. According to the dates on the first email sent, the 30 day return period had already expired. Further research shows that the order was placed before the extended return policy was actually issued. We know this has been both frustrating and disappointing for our customer. As a onetime courtesy we are happy to extend an accommodation to return the item back to our distribution center. For the item to be accepted it must be in saleable condition. The order has been notated so the customer will need only use the pre-paid label to return the package.

Tell us why here... We understand our customer's concerns with regards to the return shipping fee. We have extensively researched this matter. Our records indicate the customer did apply the promotional code for free shipping and free returns. 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.

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]

Better...

Business Bureau:
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 still haven't got contacted by Saks. Their response sounds not sincere and the issue was understated. They simply want me to go thought the same online purchase again without any compensation. I don't have any confident at all with doing my purchase again through the Saks online website with their poor online purchasing system and the not so helpful customer service process. Even the purchase can be completed, I'm afraid there would be shipping issue later on. I would preferred they can reissue my $50 off $250 coupon, so that I can bring it with me to make the purchase in store directly. They should also offer me another mean of compensation, like a $50 gift card, for the trouble they have created to me besides the coupon I should already entitled to.Thanks,
[redacted].
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs:We understand our customer’s concerns regarding the Off 5th orders. We have extensively researched this matter to provide resolution. The items in which caused concern, were shipped to the customer directly from our Off 5th stores.  Our customer has advised that the sweater received...

from order [redacted] was received in less than perfect condition. The customer may return the item back to us with the receipt. Once received, we can process a credit refund. On December [redacted] the customer ordered a beaded sweater which was returned because of missing beads. A credit refund in the amount of $27.99 was returned to the [redacted] on December [redacted].  On December [redacted], the customer purchased a Rabbit Fur Vest which was returned back to us because of an issue with the shipping address. Our review indicates that the shipping label was addressed appropriately. Because the item was returned, a credit refund in the amount of $140.74 was returned to the [redacted] on January [redacted]. Unfortunately the return shipping charge was not credited. We will request  $9.50  be credited back to the [redacted] within 5-10 business days. We understand the customer’s frustration with the orders placed. At this time, we would like to extend an accommodation in the form of a $50.00 Gift Card to be mailed to the customer. The customer can use the Gift Card with any future purchases. Tell us why here...

Dear Ms. Garcia,
Thanks so much for your assistance.Regarding complaint # [redacted] for [redacted], I see that she has already returned the merchandise and has been credited in full, including the sales tax.
I did check with our auditing department and they have...

verified that our client was charged the sale tax incorrectly and in error; we are not sure if there was any kid of a computer glitch. We have verified that our registers are programmed correctly and that sales tax is not charged on regular shoes to Pennsylvania,Our most since apologies to our client.We are sending out  a $25 gift card to Ms. [redacted]  for her inconvenience.

Review: I placed an order number [redacted] on Thu May ** 14:52:43 EDT 2014. It shows available. However later my order is cancelled. And I KNOW a friend whom I told her this item and she placed the order just after me and did not get cancelled. It is not fair.Desired Settlement: I would like the explanation and would like to receive this item. If not, I would like to get compensated for the deal difference.

Business

Response:

We have carefully researched our customers concerns with regards to the purchase of the Burberry check Tote Bag on May [redacted] order. Unfortunately due to an inventory error, more orders were allowed to be placed on Saks.com than we had inventory to fulfill. We understand this was disappointing to our customer. Due to this, we are happy to extend a 10% discount on an alternative item. This offer has been documented on [redacted]’s order. She will only need to contact our customer service team at ###-###-#### and reference order number [redacted] when she gets ready to place that order.

Thank you.

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:

[Your Answer Here]

The bag was on 60% off. 10% discount was not close. I am very disappointed and messed up with gift preparation. Can Saks offer a bigger discount? Thanks!

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

Sincerely,

Business

Response:

We have carefully researched our customers concerns with regards to the purchase of the Burberry bag. We understand that our customer was disappointed and inconvenienced by this matter. As we must remain consistent with policy and to be fair to all Saks Fifth Avenue customers, we are happy to extend a 10% discount on a comparable or replacement Burberry item. This offer has been documented on [redacted]’s order. She will only need to contact our customer service team at ###-###-#### and reference order number [redacted] when she gets ready to place that order.

Thank you.

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 tried to buy a bag on Saks' website but I was told that the order was canceled. I checked a few days later and I see that Saks charged me for the order that I never placed. I also never received a confirmation email. After a few days the charge went through from its pending status. I contacted Saks to get the charge off but they rudely said no and did not help me resolve the issue. Now I have to pay this charge on my credit card bill for something I never order.Desired Settlement: I'd like get the charged reversed ASAP and credited back to my credit card.

Business

Response:

We understand our customer has concerns in regards to an

order placed with Saks.com. Our review was extensive and we are happy to

provide a detailed response to the customer addressing the concerns that she

has. The customer placed an order on November [redacted] for a Satchel. Unfortunately

the order cancelled because we were unable to verify billing information. All

online orders are subject to verification with our security department and this

is done solely for the protection of our customers. The customer contacted us

on November [redacted] and we explained what had happened. Additionally, we were

provided with banking information so that the release of funds would be

expedited. Funds are reserved for an order when placed and the customer's bank

card not charged until an order is shipped. Since the order cancelled, the

funds will automatically be released within 24-48 hours. However, since the

customer expressed the need for the funds to be expedited back to the card, we

sent a release form to the bank. This is not a guaranteed service and is solely dependent upon the bank. On November

[redacted], the customer placed a new order for the same item. The item was sold out

from our distribution center, however one of our stores were able to fulfill

the shipment. When the customer contacted our office expressing that the order

was placed in error, we opened a case with [redacted] to have the package re-routed

back to the store. This process can take 7-14 business days. Once the store

receives the package, they will process the return credit. We will monitor the return of the customer's

order to be sure that the credit does apply.

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:

[Your Answer Here]

Saks version of the story is completely false. They say I failed to place the order online, which is true, and then I called their customer service to place the order which went through. However, when I called customer service to place the order they said that my card was declined and the transaction did not go through. Since I got failure messages online 3 times when trying to place the order on their website and a failed attempt through their customer service I simply went to another department store. I never got a confirmation email that the order went through or any communication that my order had been placed. When I was looking at my credit card statement on the [redacted] is when I saw the charge on my card and contacted their customer service. At that time is when the customer service rep called [redacted] to reroute the package, but she never gave me an estimate of when the package would make it back to the facility and when I would get my return. I then contacted Saks Fifth's customer service again on Friday Nov [redacted] and was treated very rudely by a woman who said that she couldn't do anything and would ask her manager if she would contact my bank about the charge on my card and contact me with an update. I never heard back from her or her manager that they had contacted my bank. I then had to call Saks Fifth customer service yet again on Thursday Nov ** when a woman told me that the package still had not reached back to the original facility even though it had been a week and told me it would not be back until the following Wednesday. I had no knowledge that my order went through because all 4 ways that I tried to order from them gave me messages that said my order had not gone though. I did not receive a confirmation email or even a shipping confirmation of any kind. They just charged my card without my knowing and have been very rude and unhelpful to me in this return process. It is approaching 2 weeks since I first contacted them about my incident and I still do not have my refund for a mistake that they made.

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

Sincerely,

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:

[Your Answer Here]

The inconsistencies from Saks Fifth Avenue is one of their largest problems. Yesterday when I talked to a customer service representative from Saks Fifth Avenue they said I would have my refund back in 3-5 business days, yet in their most recent response they say 5=7 business days. For the mistake they made, they should be working as efficiently as possible to get me my refund back with every interaction no one has had an sense of urgency. The business that Saks Fifth Avenue is conducting is simply not ethical. It is not ethical that after 3 attempts to purchase something online and calling customer service to put through the transaction and getting unsuccessful messages from all 4 attempts that Saks Fifth Avenue can charge me for the transaction. If any of the attempts had gone through then shouldn't the customer service representative have communicated that with me when I called right after attempting to make the purchases online, and if they know they have problems with their website they should be taking steps to make serious changes and contacting customers that may be affected. It is better to be redundant than to charge a customer when you told them that their transaction did not go through. Saks Fifth Avenue has taken no steps to personally contact me or apologize to me for the grave mistake they made and on top of that they have had no sense of remorse or urgency to fix a problem that they created. I expect my refund to be back on my card no later than 5 business days from yesterday because that it was I was communicated. I am tired of the constant discrepancies that Saks Fifth Avenue keeps providing to me when I contact them.

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

Sincerely,

Business

Response:

We understand that the customer still has concerns regarding the

credit refund for the order that was issued in error. The credit was issued

today in the amount of $1916.25 back to the [redacted]. The customer should

be able to view the credit within 3-5 business days. Thank you.

Review: ORDER DETAILS - #[redacted] - 8/**/2014 Kiehl's Since 1851 Ultra Facial Cream has expired .

Order date is Aug **,But I received Kiehl's Since 1851 Ultra Facial Cream date of production is 2011 07

They told me must return in store or by mail,but ,now,I'm in China,and the shipping company does not receive any skin care.Desired Settlement: Refund or Re - delivery a new one

Business

Response:

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.

Review: I ordered some clothes for my baby girl from saks.com couple days ago. They arrived today, but now I’m very angry about what I’ve received. One of them is obvious used!

The used item is "Catimini Infant's knit Coat", with item number #0403705699997. This clothes didn’t come with its original package. It was packed in a casual plastic bag, without any Manufacturer or product info. I am pretty sure this item was returned by somebody before.

After carefully checking the clothes, I was so shocked. This coat is kind of dirty, has stains all over its surface. Not only that, I also discovered pills on it. Everyone knows pilling only happens during wear and use. How can they explain why this “brand new” clothes has so many pills?

I contacted Saks customer service immediately for this issue. However, no lucy to get any real feedback from them yet. I insist that they cannot sell a second hand stuff to customers, especially something for baby. It’s totally wrong and unacceptable!Desired Settlement: I am asking for a full refund for this item. And they should pay the return shipping fee.

Business

Response:

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.

Review: I ordered a Michael Kors bag (item $[redacted]) and have no help to return the defective product based on warranty. This is the only help I have received and they never followed through with their promise to send a Fed Ex to pick up and return items.

This is the worst ever.....

11:10:17 AM System

Welcome to [redacted]! My name is [redacted]. How may I assist you today?

11:10:59 AM [redacted]

I purchased a Michael Kors Bag from your online system

11:11:17 AM [redacted]

I'd be more than happy to assist you!

11:11:46 AM [redacted]

It is coming unstiched at the seems

11:12:13 AM [redacted] I have photos and want to know what the warranty is? Or return policy?

11:12:58 AM [redacted]

We are sorry to hear that. May I have your order number so I can review.

11:13:20 AM [redacted]

one moment please

11:14:18 AM [redacted]

Take you time.

11:14:28 AM [redacted]

Your.

11:14:34 AM [redacted] I believe

11:15:02 AM [redacted]

It was not one of the items I returned but I believe it was included in this order

11:15:43 AM [redacted]

Thank you. One moment please.

11:17:03 AM [redacted]

For the Hamilton Large North-To-South Tote Bag ?

11:17:10 AM [redacted]

yes

11:17:34 AM [redacted]

brown Michael Kors for approx. $465

11:17:59 AM [redacted]

You are welcome to send in for review. If our fulfillment center finds defective. You could possibly receive a refund for tote.

11:18:07 AM [redacted]

I have 3 photos I can email to u

11:18:13 AM [redacted]

You can send your return to Saks Fifth Avenue, Saks Returns, [redacted] 11:18:33 AM [redacted]

You have to mail in for review. Emailing photos isn't a option. I apologize.

11:18:54 AM [redacted]

so I have to give up my bag and wait for a review?

11:19:22 AM [redacted]

is there another option?

11:19:43 AM [redacted]

will I receive a new one or the defective one returned?

11:19:47 AM [redacted]

We apologize for any inconvenience. However if you are trying to get refund or repair. This is the process.

11:20:01 AM [redacted]

how long is this process?

11:20:07 AM [redacted]

There is no guarantee until or warehouse review.

11:20:15 AM [redacted]

our.

11:20:24 AM [redacted]

The last time I returned something it was a month and it was lost in your warehouse....

11:21:17 AM [redacted]

Can I take it personally to a Micheal Kors store or Sak's in person?

11:21:28 AM [redacted]I am sorry to hear that. However returns normally take up to 6 weeks. Unless they decide it defective and give you a refund which takes about 2 weeks.

11:22:03 AM [redacted]

Unfortunately for this situation. You have to mail in the bag. The store couldn't help you.

11:22:33 AM [redacted]

Also you bought from Saks so you have to return to us.

11:23:22 AM [redacted]

and only thru online? Is there a manager I can speak with? No offense but my last return to you was a nightmare

11:23:46 AM [redacted]

it took 11 phone calls and still was lost after a month

11:24:03 AM [redacted]

I understand. One moment please.

11:25:55 AM System

[redacted] has joined this session!

11:26:08 AM [redacted]

thank u ronnie

11:26:26 AM [redacted]

can you review our conversation?

11:26:45 AM System

[redacted] has left this session!

11:27:00 AM System

[redacted] has joined this session!

11:27:15 AM [redacted]

Thank you for holding. My name is [redacted], manager with [redacted].

11:28:06 AM [redacted]

can u review our conversation?

11:38:15 AM [redacted]

I am sorry that you feel that way. We are happy to assist you, but can inspect the merchandise once it is in hand.

11:38:24 AM [redacted]

May I assist you further in any other way today?

11:38:29 AM [redacted]

but not at a store?

11:38:38 AM [redacted]

Unfortunately not.

11:39:31 AM [redacted]

just to get this straight - I have to send you a $500 bag (which in previous exchanges you have lost) or live with a defective product?Desired Settlement: Replace the bag (I have pictures showing the defects that they refuse to review) and I will return defective bag - but based on prior returns they have lost in their warehouse I find that sending a $500 item back to them even after they said they would pick it up and have not to be unfair. I have offered to go to any store in my area for inspection and review and that was denied.

Business

Response:

We have offered several times to have the item picked up and explained to her that we would have to inspect the bag before it could be deemed defective. She wanted us to say the bag was defective based on the pictures she provided, ship her a new bag and then she would ship hers back. We advised the client we would not be able to do that. Despite [redacted] claim that no one came to pick up the package, the [redacted] call tag that we sent was successful and the bag was delivered to our distibution center today. We have flagged the order and requested that they contact us and send us photos once the item has been inspected. We will get back to the customer.

Business

Response:

Review: I have returned a damaged item worth over $1700 back in early December. I followed the process and worked with customer service, who had arranged for me to get a Gift Receipt for the purchase (Gift Receipt for Order [redacted]), and also asked that I send back the damaged item to the warehouse in order to get the refund. I was dealing with Kasie H[redacted]Vendor in customer service there. She arranged for the [redacted] pick up and assured me that once the package was received, that I would get the gift card issued (I have all the emails to prove this communication). A week later, the package was returned back to me saying they couldn't accept it. I then contacted Saks Support again and spoke to a supervisor named Shaye J[redacted], who asked for pictures and documentation of the damaged item. I forwarded all of those to her and she then expressed her apology for the mishap. She then arranged for [redacted] to pick up the item again from my house on December . I saw [redacted] take the package a few days later (on Dec [redacted]), and then I called back to get an update on issuance of the gift card. The associate I spoke to said that the warehouse had received the item and that I should be getting the gift card. A few days passed and I called back again to speak to Shaye who then stated that she or the person she assigned to do handle this, do not document the [redacted] pick up number in the system, so they were not able to locate the package. She told me she would call me the next day (this was Dec [redacted]) to give me and update. She did not call back, then I have been calling each day since and she has not returned my calls. Saks has not returned the damaged goods back to me, and is now not responding to any of my emails or calls. Saks owes me over $1700 in store credit, and currently it seems they are not willing to help any longer.Desired Settlement: A Store Credit of the purchase value of the item.

Business

Response:

We understand that the customer has remaining concerns in regards to the online order [redacted]. Our records indicate that although we had not yet received the return of the Saint Laurent Clutch, we extended an accommodation to the recipient of the gift in the form of an Electronic Merchandise Credit. Based on our findings, the card was shipped and delivered on January **, 2016 and signed by [redacted] in the amount of $1,691.16. We consider this matter to be resolved.

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 am terribly disappointed with Saks service. I received a pair of Valentino rockstud 2.5 inch heels as a gift and the heel broke in half after a single wear.I decided to take the defective shoes to your Fifth Avenue location and was absolutely appalled at the service or lack thereof.I was told this never happened before meaning it could be a possible defect and they wouldn't exchange the shoes for me after only being worn once.

I have a leg injury and am a year post surgery and could have injured myself. I have shopped at Tory B[redacted] and [redacted], they have all stood by their brand and willingly exchanged any gifts or defective items. I will never shop with this brand again and I will make sure to let others know about my experience via an online review.Desired Settlement: Replacement or monetary compensation

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 ordered some beauty items to take on an upcoming vacation, and when one of the items, a foundation, arrived, the pump was defective. The customer service representative that I spoke to via chat said she couldn't help me do an exchange, and that I had to return the defective product and place an order for a new one. I asked for expedited shipping and she said I would either have to call in to place an order or pay for it myself and then get a credit back. Both of these options are inconvenient for me as I have to work overtime to have work done before my vacation and my work involves being on the phone all the time. The representative offered a 10% discount on my order after I told her I was disappointed. Since I wanted the items before my vacation and I didn't have time to go ship the return product nor wait for the new order to arrive, I asked if I can do the exchange in-store. She said I could but I would have to have the salesperson call customer service to apply the 10% discount. I said I'll do that and closed the chat. When I planned out how I'll get to a store for the exchange, I realized I have to be in and out since I'll be going during my lunch break. I connected to chat again, to ask if there was another way to apply the discount, and this is what pulled on my last string:

[redacted]: Welcome, you are connected with [redacted].

[redacted]: I have not heard from you in a while, so I am leaving our session. If you need additional help, remember you can always click the CHAT button at the bottom or top of any page of our website . Thank you for visiting saks.com.

The operator has ended the chat. Thanks for contacting us.

Really? My co-worker opened a chat window right after me, and she got the regular "Welcome", "How may I help you", "I haven't heard from you but I'll continue to stand by", and then another "I haven't heard from you" before the operator closed the chat window.

I am abhorred by how disrespectful your representatives can be. My only guess is either I was connected to the same person or they chit chat about their customers with each other. I guess your chat representatives don't understand some people purchase online because they have a tight schedule and believe it's okay to be discourteous to customers. Needless to say, I will not purchase beauty products from Saks, as I have always had exceptional service with [redacted] and [redacted]. I texted my regular beauty sales lady at [redacted] who was more than willing to give me an empty bottle with a pump that I can move my foundation into. I guess I learned my lesson that I should stay loyal to my regular stores.Desired Settlement: I am not going to go through the trouble of exchanging my defective product. I am going to move it to another bottle that I am going to receive from [redacted], but I want the discount applied on my order.

Business

Response:

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].

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. I do not wish to return the defective product since I have already moved the product into an empty bottle and managed to use it. I expect to see the 15% credited to my order in a timely manner.

Sincerely,

Review: I made an order the box came empty I called the company and have been given the run around. They are telling me that the items were shipped well hello I did not get anything I call fed ex as they were the shipper they told me that saks need to put in the claim I called back saks and told them and the rep was so rude and told me it's not their business it's with fed ex I was in awe at the what she said to me now I'm out $400 and no product. Really this cannot be happeningDesired Settlement: I want my money back and an apology This is not how your suppose to treat customers

Business

Response:

The Asset Protection department within our company has performed thorough research and was able to confirm by video that our customer was shipped all items from order [redacted]. Additionally we have partnered with Federal Express and the delivery driver was able to confirm delivery of the 4.1 lbs. package to our customer’s shipping address. Unfortunately for both reasons the decision has been made to decline the issuance of credit for this order.

Thank you.

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 personally spoke with Fed Ex and was told that the driver stated that the package was not deliverable and that they have issued a claim for me however Saks has to collect payment from them then the company will be able to deliver to me I then contacted Saks and gave them the claim number it got from Fes Ex. Someone lost my package and why should I pay for something I didn't get

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

Sincerely,

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 did not receive any items it was an empty box how can you take my money and I get nothing this is ridiculous I need justice [Your Answer Here]

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

Sincerely,

Business

Response:

Our position remains the same. We packed the box with 4.1 pounds, shipped it at 4.1 pounds, and that that is what was delivered to our customer, 4.1 pounds. Our research confirms the item was in the box and we will not be issuing any credit

Review: I ordered a pair of christian loubotin shoes from your store which were on sale. Ithe first time I wore the shoes I had them on for not even an hour and I barely even walked on them the sole was messed up to the point where it looked lije I've had these shoes for years. I own numerous pairs of loubotin and I've never had this issue before so it has to be this particular pair of shoes. I've already contacted loubotin directly and I was informed I needed to contact saks because once the wholesale there product out to a company that company becomes liable for anything concerning that product.Desired Settlement: I would either like my money back or a new shoe that's not defective.

Business

Response:

I have spoken with [redacted], our Tysons store's Assistant General Manager. She wants [redacted] to be happy with her purchase. Please ask her to bring the shoes to the Saks Tysons store, and they will either issue her a full credit or give her a new pair of the same shoes, whichever she prefers

Review: My friend in Houston bought a Lady Dior bag from The Dior Boutiques inside Saks Fifth Avenue on April ** 2013. When she bought it, the store did not carry the style I want, so she paid cash inside store and receive the bag 5 days after at home. She brought the bag back to me(I am in Shanghai, China). I received it at the end of May and found the lining inside the bag has significant flaw. So I contact the sales person of that store on June ** via phone and mail. They did not give me prompt response. I called them several days later and they said my purchase is out of the exchange time period. What they can do is fix it for me and I have to pay the total cost. Then I contacted Christian Dior's general customer representative and they told me that their exchange period is only ten days!!!I just can't believe that their exchange period is so short! And the major problem is that it is their fault sending me a bag with flaw and I did not use it at all! Why should the customer suffer from their fault after paying so much for the bag!Desired Settlement: I want to exchange a brand new bag in one of Christian Dior's store in Shanghai.

Business

Response:

The Christian Dior boutique in Shanghai has contacted the client and they have arranged to exchange her bag there in China as a customer accommodation.

Review: We placed an order (order #[redacted]) one Dec [redacted] 2015 at Saks.com for about $350. It was shown shipped the next day by [redacted]. However, the item has been struck at the local [redacted] facility since Jan 5th 2016. I called Saks three times on Jan [redacted] and [redacted]. On Jan [redacted], the Rep. told me that [redacted] told her it lost the package so she would start a [redacted] claim right away and send me an update within 24 hours. However I've never received an update since then. Called on [redacted], and another rep told me I have to wait a week for [redacted] to investigate where the package is, even though they knew the package was lost. On [redacted], I called again, and the Rep. told me actually they filed the claim on [redacted] instead of [redacted], which means I have to wait another one to two weeks for possible refund.

During my three calls, the attitude of all three Saks Rep. is arrogant, giving me an impression that it was my fault for the lost package. They've never said sorry for me because of the lost. We have been a Saks' customer for a long time, but clearly feels that the service from Saks deteriorates recently. Saks' should do an instant refund because of the delayed delivery and express their apology as they did before due to inconvenience instead of the arrogant attitude from their customer service people , but this time it didn't happen. Probably it is the time to close my Saks card and move to other stores such as [redacted] or [redacted].Desired Settlement: Refund at once and express apologies.

Business

Response:

We understand that our customer’s order has not yet been received. Our office has partnered with [redacted] to provide resolution regarding order [redacted]. With the order placed on December **, 2015, the customer understandably contacted our office on January *, 2016 inquiring about the status of the order. Unfortunately there were no updates from [redacted] and a case was opened by them. We continued to work with [redacted] and as of yet, the package still not located. Saks took further action and we have started an investigation with our security department to try and locate the package. The case is currently being worked on by our security team and we should have an update within a few days. If our efforts fail to locate the package, we will issue a full credit refund back to the customer within 5-7 business days.

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:

[Your Answer Here]

It has been more than 10 business day when I called Saks about the issue. However, I still haven't heard anything. I ask for refund as soon as possible.

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

Sincerely,

Business

Response:

We understand that the customer has existing concerns in regards to a credit refund for order [redacted]. Our security department did complete their investigation to try and locate your package, unfortunately we were unable to locate your merchandise and a credit refund was processed in the amount of $337.08 on January **, 2016. The customer should see the credit back to their American Express card within 3-7 business days.

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,