Saks Fifth Avenue

Review: I placed an order with Saks Fifth Ave on 11/**/2013. The order number is [redacted]. When I placed the order, there were 3 promotion codes "BEAUTY13, HOLIDAY, CLINIQ24" for 9-Piece Gift Set, $25 Gift Card and free shipping . "CLINIQ24" failed to be applied at time of order. But later I contacted Saks and a lady helped me applied it. Then on 12/*/2013 I received an email from Saks saying that my order was cancelled due to wrong billing address. I called Saks immediately and was told to call my credit card company. So I talked with the credit card company, finding out that everything was just fine. Beyond, my card company told me that they didn't even receive any transaction request from Saks. I called Saks again they told me that they won't be able to honor the order and asked me to place another order by myself, while the promotions have expired. Since I placed multiple orders with the same card these 2 days, nothing was wrong except this order, and my card company has verified that my card information is correct, I doubt that Saks cancelled my order simply because they don't won't to honor the promotion.Desired Settlement: Honor my order with all the original conditions and promotions.

Consumer

Response:

Hello,

I made the complaint against Saks Fifth Avenue

(saksfifthavenue.com) last night. I was very frustrated about their practice.

However, it might not worth the time and time and efforts to make the

complaint. If possible, I would like to cancel it. If you prefer to proceed, I

appreciate your help.

Best Regards,

We have ordered a two pairs of bra that were on sale and we have used free shipping offer. The order was cancelled by Saks without us even being notified about this. After waiting two weeks for the order to ship, we called Saks' customer service and they told us that order was cancelled because they had limited supplies and could not fulfill the order. Indeed now their website shows a warning about limited supplies but it wasn't so when we placed the order.
They have no idea what is their inventory but they will take your order, credit card info, and your e-mail. Now we receive two spam e-mails a day from Saks. They also do not inform you when they cancel an order. Customer service did not care about anything and not even once she said "Sorry".

Review: My return request was refused because their representative told me that they don't accept returns for the orders placed more than a year ago

Order #[redacted] from 01/**/2014 from [redacted]

Order #[redacted] from 01/**/2014 from [redacted]

According to the Rerun Policies stated on their web site:

"Merchandise, with the exception of watches and jewelry, presented after 30 days will be credited based on the current selling price. Returns of watches and jewelry items will not be accepted after 30 days"

So it stated that anything but watches and jewelry may be returned after 30 days. No other conditions mentioned.

Nothing mentioned about the one year policy according to which my return request was refused.

I have a copy of the chart with their representative where they can't explain why they are unable to process my return, by mention their undisclosed in this case policy about one year after purchase. That is not stated on their website or return for I received with my order.Desired Settlement: I want I refund for my return and the ability to return it in the first place.

Business

Response:

Tell us why here... We understand the concerns of our customer in regards to returning merchandise from Saks orders [redacted] and [redacted] . We know that returns are important and our goal is to consistently exceed our customers’ expectations. Because Saks is a retailer of seasonal merchandise, we unfortunately are unable to accept returns from purchases that were made past 365 days. This is solely due to our commitment to our customers' in selling new and current season items on our website and would not be able to re-sale an item from past season.

Review: Re Order No. [redacted]

I ordered an online gift card for my wife on Christmas Eve, and was promised electronic delivery of the card by the same day, but in any event, not later than Christmas. You failed to deliver the gift card, which, on Christmas, I'm sure you can understand, IS A MAJOR PROBLEM.

I called the morning of December ** to complain, and the customer service agent told me that the gift card was held up in the approval process, but that a manager had cleared it and that it would be delivered "within an hour." AGAIN, IT WAS NOT DELIVERED.

I called again early in evening of December **, and complained again. The agent told me the same story, that it was held up in approval. I referred her to the notes on the system, and she apologized for the delay, and told me the card would be delivered in 20 minutes. I asked her if she could give me some sort of concession because of the unbelievable delays in ordering a simple online gift card. She rejected my request, but assured me it would be delivered. BUT AGAIN IT WAS NOT DELIVERED.

I just cancelled my order. I asked the sales assistant to reverse my credit card charge, and she told me that my card was never charged. However, I just checked with my bank, and I was LIED TO YET AGAIN BY SAKS. I want to express to you my extreme irritation and disappointment by your system. Rest assured that I will never order a gift card from Saks again, and I will tell all of my friends to do the same. I have never been treated so shoddily as a customer by a store before, and I honestly expected much better from Saks.Desired Settlement: I demand an apology, and an investigation into Saks' business practices. I was lied to 3 separate times in order to get me off the phone.

Business

Response:

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.

Review: I ordered a Gucci bag thru order [redacted] online and it was delivered damaged and without Gucci authenticy papers. I ordered an expensive $ 725.00 leather Gucci bag from Saks.com and saks delivered a used bag to me. The authenticy cards were missing. The only tag that was included was the stores ID tag, which still had a bit of someone eles receipt attahced, and it was attached to the Gucci dust bag (not the purse itself). Most distressing...the bag had a 1.5 inch scratch along the leather on one side. I contacted [redacted] at saks.com customer service on 7-**-2013, was advised to send pictures, (which I did) and was told the manager approved a 50.00 reimbursement for repairs. The bag cannot be repaired. The leather is gouged. The most I could do is get it cleaned and conditioned. I do not feel I should have to pay the same price everyone else did for a used bag. This bags purchase price should have been discounted for meDesired Settlement: I am requesting a 15% discount from my purchase price. total of 108.75 credited to my saks card used to purchase this bag, or a 108.75 check.

Business

Response:

Saks Fifth Avenue prefers to sell merchandise to our clients that is in saleable condition, and not anything with a mar or scratch. We apologize that anything that was not in perfect condition was sent to [redacted].

Please ask her to return the handbag to saks.com for a full refund, and if she wishes a replacement, we will send her a new bag. We prefer to not issue any discounts on sub-par merchandise as we are not a discount store.

If [redacted] really would like to keep the bag she has already received, we feel the original offer of $50 is fair and it could either be credited to her account or we could send her a $50 gift card for her next purchase. Please advise. 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]

If liason can find one...by all means. Send it. Go ahead... new condition only; all tags and no signs of use.The liason's response about Saks "not being a discount store" is insulting considering that is how I have been treated over the past month. My final word... "if saks does not answer this response within 6 days... they are obligated to credit my account OR issue one gift card in the requested amount! I do not normally insert legal waivers into my requests, especially regarding time to respond, but I see it is a standard practice with Saks and Revdex.com complaints. [redacted]...so I look forward to hearing from you by August[redacted] 2013. Or will be expecting 108.75 in a gift card or a brand new bag.

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

Sincerely,

Review: I had purchased a rather pricey Gucci sunglasses (GG3721S) , from SAKS ONLINE.And its been the biggest mistake of my life.I was absolutely shocked , upon getting my sunglasses ,it was clear that it had been tampered with but not by me. The Gucci sunglasses received without any warranty paperwork or a certificate of authenticity. Furthermore , it had been scratched twice , one in left lens and another on one arm . It is my belief it was in showroom not New one .I did the online customer support with SAKS.COM and that got me nowhere. They said its nothing they can do ,and one of their customer representative is telling me I can return the sunglasses and I will charged for all International Shipping fee ( that is cost a lot).And Here's the KICKER ( THERE IS NO GUARANTEE THEY TRUST TO REFUND MY MONEY OR EVEN ACCEPTED MY RETURN )In good faith I gave Saks permission to charge my account in which they did, for a sunglasses , I had pre_ordered sight unseen, in good faith they should replace the DAMAGED SUNGLASSES they sent to me with apology sorry and additional compensation , or good corrective action to these horrible multiple mistakes.As customer , to be accused of something that is completely false is unacceptable, and I can assure you , as international customer , I will make sure to notify all international customers about your terrible return policy and unjust treatment of return.This is not a small Ticket Item , and effort it has taken on our side to address this ( a mistake on your company's behalf) is completely unacceptable.You have chosen to disregard the customer's words, ignored little details that clearly indicate the truth , and do not have the customer's best interest at heart . Absolutely terrible experience ,and I will never ever shop at SAKS again .Desired Settlement: I will like my credit back as well as for saks to figure out a way for me to return this damaged item without any hassle to me. Also I would like to be compensated in some way for my time and international shipping ( I shipped my sunglasses from USA to KSA and that cost me a lot ) .The return will be after my credit back not before that.

Business

Response:

Tell us why here...We understand that our customer has concerns in regards to the receipt of Gucci sunglasses from Saks order [redacted]. We have extensively researched this matter. The customer purchased the sunglasses on May [redacted] and on June [redacted] contacted our office in regards to receiving the merchandise with scratches. We want to assure the customer this was not intentional and all merchandise sold online is shipped to our distribution center directly by the vendor. The customer can return the sunglasses and we will be happy to issue a credit refund. The package was shipped to a domestic shipping address and the customer made the decision to ship the sunglasses overseas prior to inspection. Unfortunately we are unable to honor the request to issue a credit refund for the return shipping fees but will be happy to offer compassion towards the return in the amount of $40.00. This amount would credited back to the card. The sunglasses are still available at this time. Should the customer want to re-purchase the same item, we can extend an accommodation to honor the same price initially paid. The customer would need only refer back to this order to redeem the offer.

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]

I had purchased several times from another big stores ( High End stuff ) and I received them with good condition and with all proper packaging and be happy with my good stuff , So I trusted about Saks .com, As it is already Big store and huge company sure must with good stuff >>>but I become so depressed and had stressed >>>Why I must Expect about defected product from Saks ???I decide to Ship internationally because I Just Trust In SAKS Avenue .( please see official letter from MY Us company that ship my glasses to me )Online shopping is all about trust not more and The Trust given once .In normal situation Big company like SAKS not make horrible defected mistakes and ignore SATISFACTION of their customers who trust you and give you permission to charge his account and take his money without see your product .Online shopping is all about trust not more >I do not Trust about Saks any more .My sunglasses received just with this horrible conditions ( Like I buy it from local shop )1_ without retail Box 2_ without dust cloth 3_without ticket of company4_without paperwork and authenticity card !!!( seems it's fake one )5_ Scratched and like as in trash!!!After all these mistakes tell me why I must Trust about you and charge for additional fee for international shipping to you , Sorry I can not . I am so insist about refund all my money and return your defected sunglasses upon your expense ( SAKS AVENUE ) without charge me any money >> Please Note : follow my conversation with One of Saks's Agent when I was asking her for the shipping delay ,She said because my glasses out of stock from distribution center and they will send one from one of their store (I am not expected that mean used one )So Iam refuse for make me accused all your multiple mistakes >>>

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

Sincerely,

Business

Response:

Tell us why here... We understand that the customer has remaining concerns in regards to the receipt of a pair of sunglasses from Saks.com. We have thoroughly reviewed the issues that caused our customer concern. An accommodation was extended to the customer to offset the cost in which to return the sunglasses from overseas. As a onetime courtesy, $40.00 was credited back to the customer's [redacted] on June [redacted]. In addition, we have also mailed a $25.00 Gift Card on June [redacted] which will be shipped to the address on the order. This process normally takes 7-10 business days and is delivered by the [redacted]. Our normal policy for return credit for the item is to receive it back at our distribution center and process the return. We have extended an accommodation to the customer to credit refund for the sunglasses prior to receipt. The customer should see the credit back to the card within 5-7 business days. This is our final resolve based on our review of this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], AND I accepte the final resolution and I want from SAKS to redeem this offer and start process for my refund . I send the sunglasses On EMS with tracking number [redacted] , THE TRACKING INFORMATION WILL AVAILABLE AFTER 24 HOURS .Please . notify me about refund when it take place .regards[redacted]

Review: I placed an order on 11/**/2015, the order was cancelled but not refund to me.Desired Settlement: please refund to me as soon as possible.

Business

Response:

Tell us why here... We understand that the customer has concerns in regards to order [redacted] that was cancelled due to a system error. We have extensively reviewed the order and found that two replacement orders were attempted by our contact center thereafter, but the customer cancelled both of the orders. Because the customer used more than one gift card to place the original order, our security department will be transferring the funds on to one card and mailing it to the customer. Our security department will attempt to contact the customer to obtain a physical mailing address. Because the customer provided the order with a postal box number, we want to ship the gift card by expedited services and need to obtain a physical address of where to send.

I have had NUMEROUS problems with Saks Fifth Avenue. I first ordered a pair of Tory Burch miller flats in a size 9 which was half a size too big. I tried to EXCHANGE them for the same exact pair in a size 8.5, Saks refused and told me I could only return them, there was no option to exchange unless I went to a department store. I finally visit **, take my shoes to the Saks in [redacted] only to be told by the sales associate that they can't do an exchange. I return the shoes, place a new order through the phone for the correct size. I got the original pair during one of their savings events, of course they can't do price-matching either. Instead, I am told I have to wait to be reimbursed the difference. At this point, there was nothing I could do since I had a gift card. Today, I receive the sandals I ordered in the mail, and low and behold THEY ARE WORN, the soles have SOME SORT OF GUM still stuck on it. I call into Saks' customer service # and they tell me that they can't ship me a new pair EVEN THOUGH THEY SENT ME A PAIR OF WORN SHOES IN THE FIRST PLACE. Instead, I have to return the first pair, wait for them to process the return, then RE-ORDER THE SHOES YET AGAIN. AND HERE'S THE KICKER "THERE IS NO GUARANTEE THE NEXT PAIR THEY SHIP ME WILL BE NEW" This level of customer service is atrocious and I will never shop at Saks again. The phone agent I talked to also told me not to submit a complaint to the Revdex.com because they had their internal complaints #, which he gave me. I tried dialing the # and it takes you to an operator that asks for an extension which I don't have.

Review: I am writing in response to order #[redacted], placed over the phone with a sales representative on Monday, December *, 2014 at 4:26pm EST.

Background:

I have had two orders placed on saks.com cancelled on me (by Saks) without any notice, or a reasonably proposed resolution. The orders were simply canceled. These order numbers are #[redacted] placed on Thu Nov ** 09:16:13 EST 2012, and #[redacted] placed on Sun Sep ** 22:54:15 EDT 2014.

When I placed the order with the phone representative on Monday, December *, 2014, I identified the four items I wanted to purchase. One of the items was on sale from $360 to $210. The representative was unable to add the item to my cart at the sales price, so she offered an adjustment that would be credited to my credit card statement so that I received the item at the sales price. I received a confirmation notice of my order shortly after, and all four items were listed as "in progress."

On Thursday, December *, 2014, my order was *still* marked as "in progress." So, I called Saks.com Customer Service at ###-###-#### (Prompt 1 for orders). The customer service representative assured me that the order was still "in progress" due to high holiday traffic/volume, and that the order was still awaiting security clearance from the credit card company. She explained that I would receive an update within 24 hours. I called the same number on the afternoon of Friday, December *, 2014, since I had still not seen any update to my order. I explained to the customer service representative that one of my items was now "Sold Out" on Saks.com, and expressed my concern that my order was still listed as "in progress"...and that I have had other orders in the past cancelled on me before...and asked that my order be processed. This was a FULL four business days since I had placed the order.

The customer service representative looked up my order and explained the same thing: that Saks was experiencing high volumes/traffic, and that my order would be processed shortly. I asked to speak to a [redacted], and she came back on the phone and said that she had pushed the order through to the next stage. Again, I explained my concern about the item being "Sold Out" on the website, and she assured me that she was able to find "8-9 of the item in her system throughout a variety of stores...and that my order will not be affected because it's only a 'red flag' if the stores are showing 1 or 2 items in stock." I appreciated her for moving the process along and felt comfortable that I was not going to experience another canceled order. That night, two of my items were marked "shipped" and 2 items were marked "vendor in progress."

I checked the status of my order everyday between Saturday, December * through Tues, December *, 2014. The two remaining items continued to be marked "vendor in progress." When I checked the order status this morning (Tues, Dec *), one of the items was marked CANCELLED. [Update: I just received an email confirmation of the cancellation at 1:55pm on Tues, Dec *.]

I immediately called Saks.com Customer Service, and explained everything. I calmly asked to speak to a [redacted], and they connected me to [redacted]. He explained that there was nothing he could do and that he was willing to give me a $25 gift card and 20% off of my next order. This is not sufficient for my time, troubles, and frustration.

I asked to be connected to his [redacted], and he explained that he would take my contact information and have one of his managers call me back within 24 hours.Desired Settlement: I'm extremely unhappy. I'm frustrated on multiple levels, but mainly disappointed because I tried SO HARD to avoid this from happening. I am disappointed that I have had two previous order canceled with Saks.com, and yet, tried a third time. I'm disappointed because I escalated my concerns well in advance, and was met with assurance that I had nothing to worry about. I am disappointed in the fact that this is the THIRD TIME, and the *best* Saks.com was willing to do was offer me a $25 gift card and 20% off my next order (as though I will ever make another purchase on their website).

Here are my desired outcomes:

1) Find the wallet. Offer to contact your stores for me. Offer to reach out and TRY. Offer to search your inventory databases in case an item is returned. I just really want the item, and for the price it was listed at ($360 marked down to $210, plus my 20% off voucher).

2) If you can't locate the item, I want to be compensated for my time, frustration, disappointment, lack of service (both ordering the item, and the lack of customer service that I received which has me on the Revdex.com website filling out this complaint), and two previous orders that were canceled. I want to be "made whole." If Saks.com cannot fulfill their order, despite my BEST EFFORTS to try to avoid this situation in the first place (through numerous phone calls and attempts), I want to be compensated such that I can purchase this wallet elsewhere for the same price. The wallet was $360, marked down to $210, and I had a 20% voucher, which brought the final price down to $168. Therefore, the first part of my desired outcome is a credit to my credit card statement (NOT store credit) for the difference so that I can go elsewhere and buy this item (for the same price). Lastly, I want Saks.com to account for my time spent dealing with this issue, finding the wallet elsewhere, frustration, or dealing with the 2 previous orders that were canceled!!! Therefore, I want to hear from Saks.com as to how they are willing to compensate me for the remainder of this hassle, dating back to my two previous orders!

Business

Response:

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.

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 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,

Business

Response:

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.

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]

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,

Review: I recently purchased 3 items on the website and decided to return them directly to the NYC Fifth Ave store to expedite the process. I arrived around 7:30pm in the women’s eveningwear department on Fri Jul [redacted] and was helped by a sales associate with the same first name as me (she made a comment about it) who processed the return. I subsequently discovered in my return confirmation email dated Jul [redacted] that only 2 of the 3 items I brought back had been processed, presumably because the sales associate failed to correctly scan one of the items, so I tried to contact the store to rectify the situation.

There are apparently 2 sales associate with my first name at Saks Fifth Ave and the one that was put in charge of dealing with my situation had no recollection whatsoever of our interaction, so the situation was escalated to the “loss assessment group” (or something) to check CCTV footage. This was relayed to me on the afternoon of Thu Jul [redacted] and I have still heard nothing, over a week later, despite this sales associate being able to retrieve the refund receipt which was printed at 7:37pm on Fri Jul [redacted] and promising to get back to me. It has been an incredibly frustrating process to call through the operator, and (a) be put on hold for around 10 mins, before being put through to the sound of a cashier processing someone's purchase but not actually speaking on the phone (11:13am on Jul [redacted]), (b) the promise from a different colleague that the sales associate I was working with will call me back (11:27am on Jul [redacted]), (c) an empty promise from this sales associate that she will come back to me when she has an update (4:13pm on Jul [redacted]), (d) emailing their customer service on the website only to be told that they only deal with online purchases and have no way of forwarding your email to the store (4:39pm on Jul [redacted]), (e) asking the operator to put you through to a customer complaint manager who ends up having a worse attitude than the sales associate looking into my situation who promised to call back later in the afternoon and never did (around 12pm from my work phone on Jul [redacted]) and finally (f) getting through to this sales associate who insisted on speaking over me and reiterating that she would get back to me when she had an update and "it's not as if [she hasn't] been following up" despite not hearing a word from her more than a week after I reported the incident (6:30pm on Jul [redacted]). Out of sheer desperation I tried the line again to be put through to the consumer complaints department but the operator said they would have left by that time and that I should leave a message, although no answering machine kicked in (6:36pm).

In my mind, this could and should have been settled within an hour of my complaint. It baffles me that in this day and age of technology and consumers voting with their feet that Saks customer service should be so absurdly non-existent. The refund receipt should include details of the register at which it was processed so the resolution team should know precisely which CCTV footage to look up and the receipt time stamp gives them exactly which time frame to look over so they would see that she picked up 3 items from the box, hung 3 items on the rack, removed the plastic wrap from 3 items, and yet somehow managed to only scan 2. Additionally, presumably something happened to the item that I returned, be it processed for resale in the store or being shipped back to their central warehouse for processing - the barcode should show that the item is back in their system and I cannot believe there is no way of entering the code from my online order receipt to verify this.Desired Settlement: All I want is a full refund for the item that the sales associate failed to scan, given I returned the item to the store well within the allowed time frame of less than 30 days, and have been subjected to this incredibly frustrating and time-consuming uphill battle all because of one inept sales associate and a sorely lacking customer service department. I would also like to see an overhaul of the Saks Fifth Avenue NYC store customer service / complaint experience - but I'm willing to pass the gauntlet on this one as I have every intention of taking my business to another company that cares about retaining their customers.

Business

Response:

We apologize to our customer about the missing credit. We have issued a full credit today for the $460 item plus tax, total of $500.83. It will be on our customer's next [redacted] statement. The customer was mistaken with the amount that was mentioned. The difference is the sales tax on her shipping, when making the original purchase.

Consumer

Response:

I am both relieved that I no longer have to be subjected to the ineptitude of the Saks Fifth Avenue store sales associates that I've had the misfortune of dealing with so far, and that I've managed to reach someone with common sense at Saks via the Revdex.com. However, I am a little disappointed that the person at Saks did not think it necessary to, at the very least, make the token gesture of reimbursing me for shipping to attempt to cover the immense frustration and unnecessarily time consuming ordeal I've been through to try to rectify the situation with Saks directly. Perhaps my strongly worded initial complaint was not strong enough.For the purpose of maintaining a fulsome record of the entire saga, I would like to mention the steps I took after I submitted my complaint through the Revdex.com:Sat Jul [redacted] 12:40pm: Called and asked to be put through to the women’s eveningwear manager. Went straight to voicemail so I left a message to call me back, but I at least got the extension number from the recording.Mon Jul [redacted] 11:15am: Tried to call the women’s eveningwear manager, again, but no answer.Mon Jul [redacted] 11:29am: After googling "how long does Saks keep CCTV", I found an article that listed the "asset protection team" as being in charge of CCTV. Called the operator to be transferred to the asset protection team and got through to someone who took down the details of my situation and promised to call back within the next few hours, but definitely by 1pm.Mon Jul [redacted] 2:19pm: Called the asset protection team to follow-up on the earlier call as I had not heard from the lady I spoke to. Was told that the lady I spoke to was looking into it with an investigator and would call me back.Mon Jul [redacted] 2:30pm: Received a call from the lady to let me know that there was NO CCTV FOOTAGE FOR THAT TRANSACTION so she would have to put me through to client services to deal with the situation. Transferred to client services who said the situation would have to be dealt with by the manager of the specific department so she would send her an email to call me back.<As an aside, I would like to add that the irony of it all, is that the article which featured the "asset protection team" was written in 2013 about upgrading Saks’ CCTV network to IP cameras with “pan-tilt-zoom cameras in areas where [we] may need to zoom in, like a register” which means that “even in the store, an AP associate can be sitting on the couch and pull up any camera in the store on their iPad”. If it has been this difficult for me to prove that I am not some common criminal trying to defraud a $5bn company of $500, then I am concerned for the technological toolkit Saks is relying on to protect itself against organized crime within the stores.>Mon Jul [redacted] 3:30pm: Women’s eveningwear manager finally calls me. She took down the details of both my receipts and said that she needed to reach out to client services to figure out how to take this forward and would call back in another hour or so.Mon Jul [redacted] 3:48pm: Women's eveningwear manager called back to say that she spoke with client services and she’s going to check with the original sales associate before arriving at a final decision and that she would ask the sales associate to call me tomorrow. As the manager is out on Tuesday, she said she would call me back when she is back at work on Wednesday.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory, but only barely satisfactory, to me and the matter has been resolved.

Review: I ordered online for 2 Herve Legar dresses on 12/**/2014. Order No.: [redacted]. I got it at 12/**/2014 and I do not like it so I request a return on 12/**/2014. No one ever replied me. So I decided to ship the parcel back by myself on the list return address on their web, Saks Direct, [redacted] After the parcel have been received on 12/1*/2014, noticed by my forwarder, I sent out the email to saks and request for refund. I finally got their email back on 12/**/2014 told me to use their authorized forwarder with a RMA number. I sent email again to explain to them I cant because I already returned the parcel and it has been arrived, received at their Saks Direct address. I request them to verify and refund to me. Since the only email I have ever got on 12/**/2014, no one ever reply me ever again. This order worth US $1410 in total and now I dont know what to do. I ahev ordered several times from [redacted]'s, none of them ever have this problem. I just want to know when can I have my money back as this is promised on their 100% guarantee money back sales.Desired Settlement: I have already returned my parcel to Saks Direct, [redacted], it has been confirmed received on 12/**/2014, I want my full refund back now as this has been pending for over a week already.

Business

Response:

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.

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]

I still have not get back my refund or any official email regarding my return has been process, I am still being very anxious about this situation.

Please do check your mailbox, my first email requested for return was on 12/**/2014. How can I possible to ship back the parcel from Hong Kong and it has been received on 12/**/2014, while I sent my return email on 12/**/2014, unless I can go back to the future! I guess replying customer's email is a very basic customer services, I hope I am not asking for too much. And when you received a return, it would be nice to just send an email saying that "a return parcel has been received and we are in the middle of QC inspection, will keep you update shortly..." it will be a big relief especially for an oversea customer shipping across from the other half of the Earth.

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

Sincerely,

Business

Response:

We understand our customer’s concerns regarding a credit refund for the returned order. According to our records the return was processed by our fulfillment center and a credit refund in the amount of 11910.24 HKD was issued today, January [redacted]. The customer should see the credit refund back on the credit card within 5-10 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,

Review: Given the wrong info about a product which resulted in a wrong order. Was handled inappropriately by a [redacted] when called to resolve issue.

I called in to saks customer service (###-###-####) on 3/**/15 approx. 8pm to ask about the sizing of a particular shoe ([redacted]) that I needed by a certain date for an event.This is a shoe/heel that I have purchased from the [redacted] in the past directly but used Euro sizing.I called saks that night to make sure the US size on their website was equivalent to the size I already had in my other shoe (a 39).I spoke with a lady who didn't know at first and put me on hold to find out for sure. She told me that an 8.5 WAS the same as a 39 so right after I spoke with her, I ordered a size 8.5 (order#[redacted]).I received my shoe within a week of that on 3/** and when trying them on,I discovered that they were too small and tight.I immediately checked the bottom of the show size and it was NOT a 39 as promised; it was a 38.5.I immediately called saks cust. service to solve the issue on 3/** around 8p.The lady I spoke with apologized and told me I should have been told to get a size 9 rather than an 8.5 and that I was given wrong information.I was told to re-order the shoe since I had used [redacted], and to ship the wrong size back asap, which I did right after I got off the phone on the same night (order# [redacted]).On 3/**,I happened to check my [redacted] statement and noticed I was charged more for the 2nd order than the first (the first one was $309.99 and the second was $337.89).Upon discovering this,I called cust. service again around 6:46pm and asked to speak to a [redacted] to resolve this.I was on hold and finally was told the [redacted]s were ALL busy and the lady would take down my number and have them call me back shortly.By 9pm I had still received no call,so I decided to call back.I spoke with a lady who did transfer me to a [redacted] on duty by the name of [redacted] around 9:05p.I explained the situation and he told me the reason for the price difference was because saks made a mistake originally and didn't charge me tax on the first order and did charge me tax on the second order.He didn't try to help with that, he instead said there was nothing he could do.He offered express shipping on my next order (not this one or anything to help THIS situation).I expressed calmly that I didn't think it was fair that I had to end up paying more because of a mistake that the merchant made and that they should honor the original price.Again he said he would not do anything about the price difference.And again I said it was not right.At that point,he clearly (based on his tone of voice) started getting agitated with me and started raising his voice a bit.I calmly said that it was clear he was getting agitated and was raising his voice.That seemed to make him more upset and he started speaking over me in a terribly rude fashion.I immediately went into a room where my mother was and put the phone on speaker so she could hear how rude he was being and notified him that another person was listening to him being rude.At that point, I just asked for the corporate number to file a complaint because his behavior was unacceptable.I have never been spoken to and disrespected in that way by a customer service [redacted].This truly upset me and really had me shaken.Desired Settlement: I simply want the shoes I ordered at the same price I was charged.I also think it is only fair that my order be expedited because of the mishap. Now I will not have my shoes for the event. I also expect something to happen in regards to the [redacted] who was extremely rude.I am willing to talk to someone who is able to offer to help me and not raise their voice, cut me off, or disrespect me.

Business

Response:

Dear Sir:We understand our customer’s concerns in regards to the Off 5th order for the [redacted] Pumps. We have extensively researched this matter and know that the receipt of wrong sized shoes can be frustrating. A system glitch with the website occurred when placing the first order causing the sales tax not being applied. Sales tax is automatically applied to an order when applicable. The second order was placed correctly and the appropriate sales tax was applied. We know that this situation was frustrating and disappointing to our customer and we have addressed the opportunities on our end accordingly. Unfortunately we are unable to make any adjustments to the delivery date of the customer’s package. Tracking information shows that the delivery is estimated for March [redacted]. To demonstrate our sincere apologies, we are extending an accommodation of a price adjustment in honoring the original total purchase price. The credit refund of $27.90 will be placed back on the customer’s card within 5-7 business days. In addition, we are also happy to extend free overnight delivery with the next purchase. The customer would need only refer back to order [redacted] to redeem the offer.

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 am emailing you regarding this case I opened. I have yet to receive the refund promised by the business and I would like for the case to remain open. I also feel like the incident with the [redacted] totally disrespecting me and talking to me in an inappropriate manner was not addressed. Thanks ! [redacted]###-###-#### Sent from my iPhone

Business

Response:

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.

Review: I purchased a sweater from saks.com (order number [redacted]) and it was defective. I contacted the Customer service and was told I can mail it back and they would waive the return shipping charge. So I did and noted on the return form that the item is defective ( with a hold in the front). When I received the refund, the shipping charge was deducted from my refund. I contacted CS and was told I returned the item due to sizing issue (per the note of CS who I spoke to) and they need to check with the warehouse if it is a defective item. It took them over a week and when I called back it was told they will issue the credit for shipping charge. A couple of weeks later I didn't receive refund so I contacted CS again. I was told that they have denied my request for refund as the item was not determined as defective and once again I returned it due to sizing issue ( how do they determine if the size is right for me or not!)

After I talked to 2 CS still no resolution.Desired Settlement: Refund the shipping charge of 9.5 as the item was return due to quality issue

Business

Response:

We would be happy to refund this delivery fee as a one time accommodation. The request has been made and our client will see the refund in 7-10 business days

Review: On 8/**/2013 I placed an order with SAKS for a pair of shoes for a friends birthday gift. After I placed my order it shipped the next day on 08/**/2013. I received a shipping confirmation email from SAKS with out any tracking information. I had the order shipped to my Post Office Box due to the fact I work all day, and am not home to receive any packages. After 7 days of notification of the shipment of the product, I contacted SAKS as I had still not received the package. The rep. I spoke to emailed me a tracking number that showed the package had been delivered to my Post Office on 08/**/2013. The next morning as I do every morning I went to the Post Office to check my mail. I showed the front desk representative the tracking and asked her to look for the package. She looked in the back, and eventually came back and told me that they did not have the package and I should check back again because the tracking is sometimes delayed. So I come back the next day, still no package. The post office rep. advised me that I should contact the shipper, because the package might have been lost or misdelivered. I called SAKS, and was connected to their security department. The rep started an investigation with the carrier (USPS). She told me to check the post office again. I did, and the Post Office gave me the same response they did not have the package. I called back the rep and she said that there was nothing else they could do, and I should file a claim with the Postal Service. I call the postal service and they tell me the package was insured for only $100. The shoes I paid for were $662.50. I call back SAKS again they tell me theres nothing they can do. I have been shopping at SAKS for over 5 years and have never had an issue with them. This is very irresponsible of them, that they treat there customers like crap when there is an error made. The merchant is responsible for the items and not insuring them incase anything goes wrong. I demand a refund. If not I will file a chargeback with my bank and never shop at SAKS again.Desired Settlement: Be more responsible and helpful.

Business

Response:

According to USPS tracking [redacted], the package was delivered to the Postal Office on August **.

We received this Merchandise Not Received claim and contacted the Post Office directly and spoke with [redacted] stated he reviewed in the system and confirmed that they did receive the package and a notice was left in the box. He explained that the delivery was not done until the [redacted], so that would mean that the notice was brought to the window and the package was picked up the next day." We have declined this credit based on this information.

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]

Once again, I was never gotten back to by the business. I contacted them on the [redacted] of September. They said they would contact the post office, and get back to me. I check my mail every morning at the post office. And I've asked them if they have recieved any correspondance from SAKS. They have not recently. Last time saks was in contact was the initial inquiry In August. SAKS cannot verify where the post office delivered the package, because the post office themselves tell me they cannot locate where the package was delivered. The post office says there are errors sometimes with delivery and Usps is advising me to contact saks to file a claim. So the responsible thing to do is either file a claim with USPS. Since the error was on their part. Or simply refund my money. SAKS is not bieng responsible or even attempting to help collect my funds. This is the worst customer service I've ever encountered. I expect better from a company like saks.

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

Sincerely,

Business

Response:

Saks Fifth Avenue will not be issuing this credit. This will be our 4th and final response on this issue.

Review: Saks Fifth Avenue denied my return despite their policy that indicates they will take back damaged merchandise.

I purchased a $200 bathing suit from Saks Fifth Avenue. After only wearing it a short time, it developed holes and was no longer wearable. I contacted the company because I was upset that an expensive suit would wear so quickly. Their return policy clearly states that if you are ever not satisfied you can return the item for a refund. When I contacted customer service, they suggested I return the item for a credit. After a few weeks, I contacted customer service and not one, but two people claimed I would get a credit within a few days. A few days later my swimsuit arrived back to me in the mail. Not only did the company deny the return, contradicting their own policy, but they claimed "they couldn't locate the vendor" which has absolutely nothing to do with the suit being damaged. The item was clearly damaged beyond wear and tear as they are claiming, yet they arbitrarily denied my return as they have done to many other customers (see online for numerous other complaints: [redacted]).Desired Settlement: I would like my money refunded, in full, and I would like an apology for the poor treatment I received.

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: ORDER DETAILS

Order number:[redacted]

Order date:Oct **,2014

hello, I placed an online order ([redacted]) about $ 3,004.20 on saksfifthavenue. and this order was about the online big event: buy $3000 get $700 gift card back.after a few days they shipped all the items by separated into 5 packages.all of the items which I placed I get it finally except the $700 gift card.

so I contact the company immediately.and asked them to cancel the missing gift card since no one use it that day.and same time I was kinda worried .since I will went to my old house in next two weeks.I m afraid if they shipped to my new address I wont get it by myself.Then I asked them to shipped the new gift card to my CA address:[redacted]. and the tracking number is [redacted] by [redacted].

then I was kinda like cursed by the evet.which was the worst transaction I have experienced with an on-line purchase.the gift card was singed by a stranger which I dnt know.its the damn horrible day for me. its like so many coincidence happened to me.then again.I contact the company again and ask them if they can reship it. I will pay for the shipping fee.

next ,horrible things happened? they r like not willing gonna help me .just simply answer me they submitted it and need the head office to deal with it in 7-14 days.

during this time ,Their service has been lacking as I have called multiple times to fix the issues.most time they just ask me to keep waiting and waiting.and they are not responsive and do not seem to have any information to solve the issue or know what is going on.

ha

then 4 days ago I called the phone service.I thought struggling with them totally whole month they already ship it.so I contacted customer service in an attempt to track it, no one was able to help me. and again ,same words reply to me.just ask me to waiting.

last night I decide to contact them last time.because this the gift card thing which bother me whole month and make me frustrated.I cant even focus on work and I m sick. but horrible thing happened again. the bad online service called [redacted] told me its my fault because I keep changing address and she cant do any help and question me .whats she means is that I m dealing this gift card thing on purpose,which drive me crazy.if I get my gift card by myself .will I make the trouble to myself. I m not a stupid foolish person.but whats she said is totally act like that. you r a stupid person.always missing gift card.

since I was sick after I get whats she was talking. I m so mad. and she told me just submit another gift card and wait.

gee,I placed the order on OCT. NOW is DEC.and the gift card will expired soon. and no one gonna help me even I ask them I will pay for the shipping fee. I just get the horrible delivery and didnt get it by myself.

I m frustrated ,exausted. is that they dealing with a valuable customer?

so all I need is get $ 700 my gift card back which belongs to me.and give me an appropriate explain why the customer will think I make my own gift card missing and make trouble to myself.I just dont get it why so big merchants will got so bad online services.

My purchase may have been a small purchase only $3000, but it is still just as important as any other order, small order make and keeps companies like saksfifthavenue up and running. I was highly disappointed, very unsatisfied, and furious with this entire circus act, because I will placed more there if this horrible gift card thing not happened.

Thanks for taking time to help and really appreciated.

kinda regards.

attachment:

me with online service.

1.

[redacted]: hello,my order number is [redacted].since I asked the customer service to help me submitted sending me another 700$ gift card.and she said need 7-14 days to process it before shipped.I wanna make sure if you guys shipped my gift card after 2 weeks,and when that time I get it if its expired,what should I do?

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

[redacted]: I will be happy to assist you with that!

[redacted]: Yes, you should receive your gift within 7 - 14 business days. It will not be expired when you receive it.

[redacted]: May I be of any further assistance to you today?

[redacted]: so when can I get the tracking number?

[redacted]: It has not shipped yet.

[redacted]: Once it ships we can provide the tracking.

[redacted]: could you tell me the approximately shipping date?

[redacted]: It is handled by another department, we won't know until it ships.

[redacted]: OK,THANKS ANYWAY

[redacted]: but if I get the expired gift card,then could you guys help me to re active it?

[redacted]: No problem. Yes, but the card won't be expired. They don

[redacted]: They don't activate it until it ships.

[redacted]: May I be of any further assistance to you today?

[redacted]: ok,thanks,bye

[redacted]: It has been a pleasure serving you today and we hope you visit us again soon!

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

2.

[redacted]: hello,my order number is [redacted].since I asked the customer service to help me submitted sending me another 700$ gift card.and she said need 7-14 days to process it before shipped.could u give me the tracking number ,not the one [redacted].

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

[redacted]: I ve been trying to email or online chat with u guys so many times.and you guys still cant give me a satisfied answer.

[redacted]: I am happy to assist. The tracking number has not been provided at this time.

[redacted]: I m really frustrated with it.

[redacted]: if you guys still dont wanna help me to ship my gift card ,

[redacted]: when will I get it

[redacted]: 2 weeks ago,u guys said the same words to me.

[redacted]: The tracking number has not been provided at this time.

[redacted]: always these words.

[redacted]: According to our records, the request has been submitted. The gift card has not been shipped as of today. You may check back within 3-5 business days.

3.[redacted]: Hello!

[redacted]: I would gladly check for you.

[redacted]: hmm...

[redacted]: Thank you for your patience. I'm showing we try to call you in regards to your gift card but we were unable to get speak with you. However, I can submit another request on your behalf.

[redacted]: Can you verify your shipping address please?

[redacted]: I dont get it.since 2 weeks ago you guys said will reship my gift card.

[redacted]: its like I waiting for a month still not shipped????

[redacted]: 4 days ago I called the phone service and she told me just wait 3-4 days

[redacted]: Well you keep changing the shipping address. This is a different shipping address from the one you gave us before.

[redacted]: hello???

[redacted]: but this shipping address is which I placed the order

[redacted]: Yes, but you first gave the shipping address [redacted]: But I've submitted the request and verify the shipping address to ship the gift card to you.Desired Settlement: hope reshipped my gift card in [redacted] 2-day delivery and the tell me the gift card expiration date . and the gift card could apply online and in stores.

Business

Response:

We understand our customer’s concerns regarding the Gift Card. We have extensively researched this matter. We have confirmed the new Gift Card was sent to the shipping address on the order. Tracking number [redacted] shows this was signed for by [redacted] on December [redacted]. On December [redacted], the customer verified this was indeed the correct address. This address belongs to a re-shipper. We did contact them on December [redacted]. The representative researched the package and confirmed that it is still in their warehouse and has not shipped due to the volume of packages received over the holidays. We were advised the package will be forwarded to the recipient per their procedures. Unfortunately they were unable to advise of a timeframe.

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:

[[redacted] by [redacted] was shipped Mon 12/**/2014 4:23 pm and delivered at Tues 12/**/2014 9:42 am. during 12/** to 12/** I keep calling and online chat saks customer service. no one tell me this gift card was shipped. so after 2 weeks u reply me this gift card was delivered. and then I contact the express company which help me to ship it to china.they got a lot packages to deal it.and the funny thing is when the package delivered it 2 weeks ago,I dont even know this is my gift card and its ready to ship to china.and its the end of year and its will take more than 2 months until I get the gift card in china. and this order I was placed on last year on OTC. which means even I get it.the gift card will be expired.and I cant use it anymore.so could you guys please just simply give me the gift card number and pin number which I can applied it before expired now? kinda regads,

[redacted] ]

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hi, this is [redacted] and I would like to file a complaint about my shopping experience with Saks Fifth Avenue online store (www.saksfifthavenue.com). My case is as follows: I placed an order #[redacted] on 12/**/2014 and my order got canceled on 12/**/2014 with reason "unable to authorize my credit card". Since I was told by some of my friends that they had the similar experience and also I have been waiting for my item for a long time, in order to make sure my order to process, I called their customer service and told them if there is any errors on my order, please give me a call before canceling my order. I called them everyday to make sure my order looked good and even let them put some note on my order in case they cannot verify my information. But today (Dec [redacted]), I still got my order canceled and they haven't contacted me before doing that. After I received my order cancellation email. I immediately called the customer service again to get the reason and they just stated that they cannot verify my credit card for some reason. This is not accepted since I used the same credit card to purchase items from their online store in the past and the billing and shipping address are the same as the ones filed with credit card company. I couldn't think of any reason that they cannot verify my credit card. In addition, I have asked for notifying me before cancelling my order but they still canceled my order without any communication with me before doing that. Therefore I filed this complaint.Desired Settlement: Since when I placed my order, the item I've been looking for was available and now it is back-ordered, so I would like to buy the same item. In addition, when I placed the order, they had a sale event that can offer gift cards to the customers and I would like them to honor the same promotion to me if I need to re-place another order. Also I was able to use my credit card to get some cash back and I would like to get the same cash back if I need to place another order.

Business

Response:

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.

Review: I ordered a dress from Saks Fifth Avenue online and it arrived without the belt which was contained in the written description as well as the photograph. I have contacted via email several times, since late December 2013, and despite assurances that they are working to provide the belt to me, I have not heard anything. In fact, my last email to them was to highlight their obligations under consumer law, and I did not receive a response from them. This was on **January 2014.Desired Settlement: I would like the belt including in the purchase provided to me as advertised. If they are unable to obtain the belt, then I think that they should supply one to me of my choice of a reasonable monetary value.

Business

Response:

We have heard back from our warehouse regarding this issue. They were not able to find the belt in location so they reached out to the vendor to see if they would send it; we are not able to get this belt for the customer.

Review: I purchased a pair of Prada heels for over $300 from Saks online (order #[redacted]). I wore the shoes for one day, and the heel broke within minutes. In August 2014, I shipped the item back to Saks for repair, and was told the process may take 6 weeks. Two months later I followed up with Saks for a status update. My first inquiry was ignored; the chat rep indicated I would be contacted with a status, but I never received one. On 10/**/2014, I reached out to Saks again and was informed that the shoes were expected to return in another 10 weeks (about January 2015). When I expressed how unreasonable the wait was, I was then told a DIFFERENT time frame (December 2014), which is still unacceptable in my opinion.

I paid a lot of money for these shoes and only wore them a few hours. Essentially, I've loaned Saks a few hundred dollars on the promise that I may receive these heels within 4 or 5 months. The customer services representatives do not seem to grasp how unreasonable this repair period. I was told the shoes were not defective so I was not eligible for a refund. I certainly would argue that a heel breaking within minutes must be defective, as I am of average height/weight and was simply walking into my work building on a paved sidewalk when the item broke. Regardless of terminology (defective or not), Saks has been afforded AMPLE time to address this issue and has failed to provide resolution after two months. A five-month wait is completely unreasonable, especially given the price and brand of this item. I am appalled at the treatment I've received and do not ever plan to purchase from Saks in the future.Desired Settlement: I am requesting a full refund for the purchase price ($313.86) since repairs could not be performed in a reasonable time frame. I would also like to see corrective action regarding the abundance of misinformation I received from every customer service agent I spoke to since first requesting the repair. Whether Saks is failing to empower its employees with the resources to assist customers under extenuating circumstances, or whether the service reps simply did not care to help me, this level of service is unacceptable for a business with such perceived quality as Saks.

Business

Response:

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.

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 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,

Business

Response:

As we have further researched our customers additional concerns regarding the Prada shoes, we have been advised that the shoes are in the process of being repaired and should be completed by end of this week. Upon completion, our fulfillment center will ship the repaired shoes back to the customer. We are happy to ship the package overnight delivery. Our research further indicates that we received the shoes initially on September [redacted] . We were unable to issue a credit refund as the shoes were unfortunately received in non-saleable condition. The repair was extended to the customer as Prada advised the heel tip could be repaired. As the shoes will be returned back to the customer with repair shortly, we understand that our customer has been inconvenienced by this matter. We are happy to modify our accommodation at this time and extend the customer a $50.00 credit which we will apply to the Discover card used to place the 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.

I will be satisfied if the shoes can be returned to me within the next couple of weeks; I really appreciate the rushed return shipment. I was advised that Saks' notes reflect receipt of the shoes on 9/**; however, I shipped them using Saks' label in August. I cannot imagine why they were not received in Saks system for about a month.

Sincerely,

Review: I sent my MCM Handbag out to be serviced July *, 2013 as of today I have not reecived my handbag. Every month I contact Customer Service regarding my repair and they send me a generic response saying they have no information on the repair. I received an October **, 2013 saying the person that was originally working with MCM is no longer with the company and the repair will take a few more weeks.Desired Settlement: I should receive a store credit or a brand new bag. This is unacceptable its been 4 months of not having a bag or the issue resolved

Business

Response:

Saks Fifth Avenue will issue full credit to the customer's SaksFirst account, and this should reflect on [redacted]account within the next 2-3 business days (the credit will be for $499.74).

Saks Fifth Avenue will contact customer to advise her of the credit.

Thank you.