Saks Fifth Avenue

Review: thank you for taking time out to hear my complaint,my wife had purchased a pair of shoes from the following retailer, and after anxiously awaiting its arrival she had checked the tracking info and it said that the package was delivered. I had called the retailer on numerous occasions and in a laughing matter was tossed from representative to representative until I was promised a refund and it never happened. what else are we to do? we paid for an item and it never came! I was promised a refund or a re-shipment of the product.here is the copy of the shipping and payment:Thank you once again for your recent Saks Fifth AvenueLocator order.Order# [redacted], placed on 2013-07-**, at our WALT WHITMAN MALL store.We are pleased to inform you that the following item(s)have been shipped. We have also updated the status of anyadditional items in your order.Shipped on: 2013-07-**Tracking Number: [redacted]CHANEL INC 1 SEA SUN CC THONG $395.00SIZE: 37 B COLOR: PINK/GREENItem Number: [redacted]the names of the different representatives that I spoke to are: [redacted].I really appreciate any help that you can give me.[redacted]Desired Settlement: a refund or re -shipment of the product, the fact that they allowed a shipping company to not require a signature on such an expensive item is not my fault, and should be taken care of by them. I purchase many expensive things on the internet and when it comes a signature is always required. I feel as if I was purely scammed.

Business

Response:

Since our client says they never received the item that was delivered by FedEx on 7/**/13, we will isue a full credit to the original form of tender

Business

Response:

A credit was posted to the original form of tender, a Visa acct ending in [redacted] for $446.39

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 purchased a high-end purse that is not made the way I expected it to be. I split my time between residences and I am only in South Florida 4 months out of the year. I left the bag in South Florida and was away in Boston at the other home. When I returned I contacted the store manager to explain the situation. He offered no remedy. I have the original receipts and am not asking for my cash back but rather a store credit to purchase a bag that is of the quality I expected to have from my original purse.Desired Settlement: I am asking for a store credit.

Business

Response:

Customer [redacted] called the Executive Office of Saks Fifth Avenue [redacted], on October [redacted] 2013. She asked to speak with [redacted], our General Manager. I told her he was in a meeting, asked her if I could help her and she said only wanted to speak with the GM. [redacted] returned her call the same day. [redacted] told him that she had purchased a Chanel handbag a year ago and she wanted to return it because she was not satisfied with the quality. [redacted] told [redacted] that in order to make the return, we needed to see the condition of the handbag and partnered with our corporate offices to make a decision. She was upset because [redacted] did not approve the return over the phone. [redacted] insisted that we needed to see the bag because it was over a year since she bought it (6/**/12) ...and way over our time return policy. She did not accept to come to the store and show us the handbag. She only said that she was going to call our corporate offices and make a formal complain.

Saks Fifth Avenue must see the merchandise to evaluate the resolution for [redacted].

Business

Response:

On behalf of Saks Fifth Avenue, I sincerely apologize for the delay in responding to your Better Business complaint. The purpose of this response is to once again address the matter of Ms. [redacted]'s Chanel handbag.

Review: I ordered an item and [redacted] attempted to deliver the item during work hours and since I work between 9-5, I was not able to be present for delivery. [redacted] left a door tag and it indicated it is at the moonachie location which is no where near Hoboken and I would have to pay for a taxi to the [redacted] location. I tried to change the [redacted] location for pick up to the Hoboken center or the time of delivery or the delivery address and I was unable to do any of those three options. I contacted [redacted] and they indicated it was a saks policy so I called saks and they said their hands were tied and could not do anything for me. I asked if I could be resent the item and they said that I would have to replace the order on my own and there was nothing they could do. I'm not sure what the customer service is there for at all then. Now I will be package less and have to wait 2 weeks for a returned credit.Desired Settlement: I want to be delivered my order on the weekend or be able to pick it up at a Hoboken [redacted] facility!!!!

Business

Response:

1/**/2016 - ResponseWe understand that our customer had concerns in regards to the delivery of order [redacted]. Upon reviewing the issues that caused our customer concern, there seems to have been some missed opportunities with [redacted] timeframe for the delivery of the customer’s package. Our records indicate that [redacted] was successful in delivering the package on January **, 2016 and it was signed by [redacted] at 12:11 pm. We trust that the customer has received the merchandise and we thank them for shopping with Saks.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. Although there was no flexibility regarding the change of pick up location or time from Saks and I still needed to go 30 minutes away to pick up the package, I was able to receive it. I still disagree with Saks approach

Sincerely,

Review: I went to your Saks 5th Avenue mens department in Chicago at [redacted] on February [redacted], 2014. I wanted to get two previously-purchased SAKS suits altered, as they are now very big on me. I paid $277 to SAKS to have the suits altered. I live in Wichita, KS and wanted the altered suits to be mailed to me in Kansas. When I gave the salesman, [redacted], my personal info upon checkout, I observed that I had a 6-year-old incorrect address in the SAKS system. I asked him to delete the old info and put my new info in there. I asked him several times. This was not done, because when I contacted [redacted] two weeks later to check on the suits status, he called my old # from six years ago and "claimed" he spoke to me, when in fact, he spoke to my father.

In any case, I was never given a shipping tracking # for the suits and they were dumped on my doorstep by FED EX and because of the way they were left on the ground, I did not notice them outside my front door for TWO WHOLE DAYS (I leave my apartment via my garage). I was never informed by anyone that they had arrived and there was no signature required, apparently, for their delivery. The suits sat outside my apartment for two days and two nights, before I called the store and was told by a [redacted] that the suits had arrived two days previously!

The suits arrived crumpled and wrinkled. The suits still do not fit. They are still VERY big on me. One suit's jacket is huge and sticks out 3-4 inches past my shirt. The 2nd jacket suit fits fine but the pant is HUGE and looks like parachute pants. It almost looks like the alterations were never done.Desired Settlement: I will have to get these suits re-altered at some point in the future, as they are not wearable now. I don't know when I will get to a SAKS location again, as deluxe wool suits can't be altered by just any tailor. I obviously expect SAKS to refund my alteration cost of $277.53. I also would appreciate if SAKS would buy me two new suits (at a reduced price), or give me the money for two moderately priced suits at a [redacted] type location, as these suits are unusable. A big part of my trip to Chicago was simply to get these suits altered at SAKS on [redacted], where I originally bought them six years ago. I am a tv news anchor in Wichita and am scarce on suits that I can wear.

Business

Response:

As [redacted] has stated, the 2 suits he wanted altered are 6 years old. They were shipped to the correct address after the alterations were completed, but he is saying they are still very large and do not fit correctly. Our Men's Management team has been attempting to work with [redacted] but there is an issue since we have no stores that could assist him in his area. It was suggested that he possibly take the suits to a local tailor, have the suits pinned, tip the tailor, and then send to us for re-alterations (of which he would be reimbursed for). [redacted] declined that suggestion. He has already been credited $42.86 to his Amex, due to an error when he was originally charged. Customer is now saying he will only accept 2 brand new suits and a refund of the alterations charges, which we are not willing to do. He has also mentioned that he will put thru a dispute with his American Express account to avoid paying the alterations fees. We feel we did the work that was requested originally.

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 suits were altered poorly, as I told the tailor they were too large. They are still too large, despite my telling the tailor specifically what kind of fit I wanted. There were many times during the alteration fitting process that I tried to communicate ideas to the tailor, and he brushed them off and even laughed at me, saying, "I know what I'm doing". He obviously didn't. The suits arrived badly creased, wrinkled and rumpled. The suits were also dumped on my doorstep by FED-EX and left outside for 2 days. I was never given a tracking #. A signature was not required. It's a no-brainer that, at the very least, I should be re-funded the cost of the alteration ($277.53), as I definitely have to get them re-altered by a competent tailor.

If Saks were as veritable an institution as they claim to be, they would also pay a small amount for me to purchase two moderately priced suits at a lesser location such as [redacted], so I can use two suits for my job since I can't use theirs. That's if they truly care about customer service.

Finally, this transaction was bungled badly from the start, with the salesman failing to follow through via the contact information I provided him. I asked him several times to delete my old 6-year-old contact info from the system. When I called two weeks after leaving the store, to check on the alterations since I hadn't heard anything, he followed up by calling my phone # from six years ago, and he claimed he "spoke to me". He had actually called my parents' old # in Texas and spoken to my father. Incredible that he says he spoke to me, since my father has a [redacted] accent and sounds nothing like me. Just speaks to the general incompetence exhibited by Saks during this entire process.

During this bungled and poor process (which seems also resulted in me being overcharged for the poor alterations), NO ONE from Saks has proactively contacted me to apologize. A [redacted] returned my call, but no one has taken the initiative on their own part.

The customer service of SAKS has gone down greatly in the last few years. Perhaps that's why they're closing stores left and right.

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

Sincerely,

David Marcus

Business

Response:

This customer has bee credited a total of $277.53 ($234.67 on 3/**/14 and $42.86 no 3/**/14). We now can consider this a closed issue

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: Product quality problems, was used, not new, no box, fakes, I need a refund[redacted] In April *, 2015, I bought a Rebecca Minkoff bag, order number is [redacted], but when my friend received the goods, we found that the package is problematic, first this package is not new, is was used, the package is not the packaging, the second we found this package is a fake, and the details of the package Rebecca Minkoff website to buy is not the same. I and website communication, I am in China, I can put or return back to the site, I need a website to pay international freight, but they do not agree, and now I want them to be able to give me a refund, because I think that I cheated, I can hope to Revdex.com help me solve the problem. THX.

Account Numbers[redacted]

Payment Amount[redacted]¡$89.99

Model Numbers[redacted]DesignerRebecca Minkoff Leather Mini Five-Zip Crossbody Bag

Payment Method[redacted]Desired Settlement: I hope they give me a refund, because I think I cheated, I hope you can help me solve the problem . THX

Business

Response:

Tell us why here...We understand our customer has concerns in regards to a cross body bag received with Off 5th order [redacted]. We have extensively researched this matter. The customer contacted our office to advise there was an issue with the packaging and the lining of the bag. We understand that returns are important and will be happy to accept returned merchandise within 30 days from the date of purchase if in saleable condition. Because the customer advised there may be issues with the bag, we have extended a courtesy to return the merchandise back for inspection. Unfortunately it was the customers' decision to have the bag shipped overseas and therefore we are unable to fully reimburse for return shipping costs. We can extend an accommodation in the form of a $40.00 credit to offset some of the cost. To redeem this offer, the customer would need only refer back to order [redacted]. Upon receipt of the returned merchandise, we will fully inspect the bag to determine any manufacturer defect.

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'm sorry, I can not accept this proposal, because the merchandise is a problem, so I think you need to be responsible for all international freight, or direct refund, I do not want a loss.

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]

ok,I need to know this $ 50 when it will be delivered to me, please tell me return address.thank you

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 had an inquiry in regards to our extended accommodation to assist with return shipping costs. We have extended an accommodation of $50.00 to offset some of the return shipping cost. The credit will be applied back to the customer's credit used for the purchase. The customer would need only contact our office to redeem this offer.

Review: My package was not received and saks is denying my refund or reshipment!

After checking my email with tracking info I realized that I haven't received my package. At that time I called the courier which is federal express and informed them that I have not received my package. At that time I was referred to saks. I then called saks and I was informed that an investigation was initiated and someone would call me back and no one ever did. I've spoken with several agents and told that a [redacted] would call me on wends and no one ever did. When I called about why no one called me back I asked for a [redacted]. I then spoke with someone names [redacted], she then told me that I wouldn't be credited back because the driver confirmed that he left it at my door. I told her that I didn't receive it and she was basically arguing with me accusing me of receiving the package. The order was $411 and I am have spent too much money for an order that I do not have. I am very insulted that she took the tone of me filing a false complaint! She then told me that if the driver confirms that he left it at my door then I wouldn't be credited back and it would just be $411 lost! I will not take a lose from this company! I am asking for my credit back or the merchandise to be reshipped!Desired Settlement: I am seeking a full credit for the package that was not received or the package to be reshipped with a signature required on it!

Business

Response:

This customer has only made two purchases with us. The first purchase (only placed last month) was for $603.63 and she claimed that she did not receive that order, even though FedEx confirmed that it was left at her front door (she did not request signature on delivery). Since this was her first purchase, we did credit her for the order and explained that it may be best for her to request signature on delivery for any future purchases.

She placed her second order without this request and, again, FedEx confirms that the package was left at her front door. She is again claiming that she did not receive the package. After an investigation with our shipping department and FedEX, we do see that the correct items were shipped and were delivered to her door. We will not be issuing credit for this package.

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]

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 requested for all deliveries to be signed per notes! This was not done. All I can do is request signature in which I did and it was still dropped off so they say. I have no record of the package even leaving the store.

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

Sincerely,

Review: I purchased a grey Versace suit through Saks 5th off 5th, Order number: [redacted]. When my package arrived, I noticed that the pants to the suit were missing. I immediately contacted Saks and let them know and was told to give it a few days and they would call me and send out new pants. I called one week later and was shocked to hear that they reviewed the security camera footage and saw the pants weren't included and were unable to locate another pair of pants. They then extended the offer to me of a 25 dollar gift card and told me to ship them back. I proceeded to call them again asking how exactly I was going to ship them back since I had no box or shipping label and spoke with Shaye J[redacted] about this on October the [redacted], she told me to go and pay for shipping and keep receipt and get my money back or go and find the box and they could send [redacted] for a home pick up, she stated she would call and set it up between 4pm-6pm, she also sent me an email saying, "[redacted]." and I still have the email. So I called back the next day when the pick up was scheduled and spoke to an associate whom told me that they can't schedule a time for a pick up and it was incorrect that Shaye J[redacted] emailed me saying they could. [redacted] had come to my house on the [redacted] but I was at work like I told her I would be. I also went out of my way to go to the local grocery store and got a box big enough for the suit. I asked that associate on the [redacted] of October to speak with a manager and yet again I got Shaye J[redacted], she told me that she wouldn't get [redacted] on the phone because she knew I was correct in the fact that she couldn't schedule it. She knew I had to leave for Palm Beach and wouldn't have time now to go to [redacted] or anywhere to pay for shipping so I threw the suit in the back of my car and Shaye sent me an email stating that an escalations manager would contact me in 24-48 business hours. I waited until that Wednesday to call back and I spoke with an escalations manager after asking for one, this escalations managers name I believe is Mandy Moore. She told me to bring it to the store for a refund since I was near one and that she would accommodate me with 20% off a future order at either Saks or Saks 5th off 5th or another 25 dollar gift card. She also stated she would have another escalations manager contact me about all of this and on top of that, she would personally call me after listening t my conversation with Shaye J[redacted]. I waited until the [redacted] of October and called back and was offered another 25 dollar gift card and was told another escalations manager would listen to the call and call me back. I called once more between the ** of October and the first of November asking for the escalations manager to call me back and still today I haven't had an escalations manager listen to the tape of me and Shaye J[redacted], I still haven't had an associate confirm the 20% off and I've never had the separate escalations manager reach out to me to apologize. It is worth mentioning I spent time during my vacation to go to the Saks 5th off 5th store during my vacation time an d accidently left my sunglasses there, luckily it was only a 20 dollar pair of sunglasses. It also took almost 35 minutes to get my money back from the store because they had to call to verify that I hadn't received the pants and the suit had no price tag. I was hung up on several times during all of these calls and was told it was because of the new phone system even though they never made any attempt to call me once, you will not see a phone record of any Saks 5th off 5th contacting me regarding this issue although I've been told a series of 5 times that one would. I have dealt with misinformation and I only notated the management that I spoke with and have left out all the associates before having each call get to the management level. I ran into interest rates on my credit card from all the waiting and spent gas money and 30 hours of my time on the phone and going out of my way to the store. Finally today, I called one last time and spoke with Quiana, she informed me that she didn't see the notations stating that I would get 20% off a future order but after reading everything was willing to bump the gift card up to $50. She said she would attempt to pull the call and then I just got an email stating that she would continue to work at this. I really don't feel like anyone cares when I call and I've been trying so hard to get simple things done and have not been properly accomodated by Saks.Desired Settlement: I would like to feel as though Saks is sorry about all of this time, energy and resources I have put into trying to get the product in which I wanted from the beginning. I would like an escalations manager or someone higher up to call and apologize and make me feel as though those employees whom have mistreated me will be handled such as Shaye J[redacted] whom was rude and lied. The fact is I have had rude customer service, I've been lied to and I didn't get what I was supposed to. I would like that 20% off for either Saks or Saks 5th off 5th on any order to be put on my account and a $100 dollar gift card sent. My phone number is [redacted], the rest is on my account.

Business

Response:

We understand our customer's concerns regarding the

receipt of an incomplete suit with Off 5th online order [redacted]. Saks has

extensively reviewed the issues that occurred on this order. We were contacted

on October [redacted] regarding the customer receiving just a suit jacket with no

pants. We did check our availability of the suit, unfortunately, it was sold

out. Because the customer was inconvenienced we extended an accommodation in

the form of a $25.00 Gift Card. A [redacted] pickup was arranged for October [redacted].

The customer contacted our office on the [redacted] to advise that [redacted] did not pick

up the package. [redacted] advised that they attempted a pickup at 12:52 pm that day

but were unable to retrieve the package. The customer advised he received an

email stating the pickup would occur within a specific timeframe. Unfortunately

[redacted] cannot guarantee a timeframe for pickup. Because the customer expressed

he was leaving town, he did not want another pickup scheduled. We advised the

customer that he could ship the item back and we would reimburse him for any

shipping costs that he would incur on his end if he no longer had the return

label. The item was returned and a credit refund of $502.89 went back to the Discover card on

October **, 2015. To demonstrate that we truly care about our customers, we

have increased the gift card amount from $25.00 to $50.00. This is for the

inconvenience that the customer did experience with the order. We would also

like to extend an additional accommodation for the customer's next purchase in

the form of a 20% discount. The customer would need only contact our office to

place the order, refer back to order [redacted] to redeem 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:The [redacted] pick up would not work because of the fact that I work from early in the morning until 4 and [redacted] comes around 1 pm. So I went out of my way to go to the store to ensure I got my money back and didn't have anymore issues. I would like Saks to notate the order that I placed with the 20% off good at Saks 5th off 5th or Saks 5th. I want to ensure it is the last notation so it is an easy transaction. Do I call the place my entire order over the phone or do I place it then call?I would like a call from Saks or a response from Saks to truly make me accept what they said. I think besides those questions and concerns I just listed now, I am satisfied.

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

Sincerely,

Business

Response:

We understand that our customer has additional concerns

regarding Off 5th order [redacted]. We have increased the Gift Card sent to the

customer to $50.00 as an accommodation and in addition, offered 20% off his

next purchase. Unfortunately because this was an Off 5th issue, the 20%

discount can only be applied to a new Off 5th online order. To redeem this

offer, the customer can contact our

office and refer back to order [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.

Sincerely,

After further review, I have decided to agree to the resolution although they never gave me a call in regards to this matter and promised several times to and although they didn't answer my questions to my satisfaction.

Review: I had made two orders with Saks.com and am a very happy customer. However, I had delivery issues, which is the fault of the carrier. Due to this, it has caused saks.com to block me from ordering anymore, which isn't fair.Desired Settlement: Please allow me to order again. Thank you!

Business

Response:

Our customer placed an order on 9/*/15 and when he received the box, he said it was empty and was missing the 2 pair of shoes. He was credited $1,378. He was advised we could no longer ship to him.He ordered 2 more pair of shoes on 9/**/15 and said he received an empty box again and was credited $2,061.70. The weight was correct when both of the shipments were sent and he said the boxes were not tampered with yet were both empty. He has been blocked from on-line shopping and must shop in the stores and take the merchandise he purchases with him.

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:

They didn't weight at all. The carrier even confirmed. And the two ordered were delivered together the same day. Unblock me.

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

Sincerely,

Business

Response:

The weight was correct when these 2 shipments were sent to our customer. We will not be unblocking this client, and no other shipments will be sent to him from Saks 5th Avenue. Since our last response, his Insurance Company has called us to advise he has filed a claim on his Policy. This decision is final and he will be called to discuss this matter.

Review: I had ordered the cosmetic La Mer concentrade ($450)and SKII masks ($150)from Saks Fifth Avenue online. There were gifts with purchases for each items also promotion gift set with cosmetic purchase. I paid with Saks gift cards. Saks had canceled my orders 3 times and finally, they placed my order manually and shipped the merchandises to me. However, they did not sent me 3 qualified free gifts. I emailed them many times. They said they would sent it out in 7-14 days. I followed up many emails. Some said it was sent out but the others said it had never mailed out. Also, I had to spent 45-60 minutes waiting on the phone. I also talked to Saks supervisor and she promised to call me back with the solution. Unfortunately, no one called me back. It has been over 6 weeks and no one contact me. I was very upset with Saks business as much as their customer services. I am sure Saks has cheated many consumers by deceptive advertising. They use free gifts to deceive consumers to buy more, but they never honor what they advertise.My previous order was [redacted] and it got canceled. They replaced my new order [redacted].Desired Settlement: I would like Saks manager to contact me and send me the right merchandise that I am qualified for my purchases.

Business

Response:

We understand our customer’sconcerns regarding not receiving the gift with purchase items that wereinitially requested. We have extensively reviewed this matter. Our distributioncenter does have the gifts and can ship them to the customer overnightdelivery. Before we can ship the package, we will need to verify the shippingaddress. The customer advised our office in June, to ship the package to anaddress other than what was provided on the order. If the address is different,we will need to obtain an approval from our security department. The customerwould need only contact our office by email addressed to [redacted] with thecorrect information and once received, we will ship out the package.

Review: I purchased a red Prada handbag via [redacted]; during checked out, I grabbed screenshots of the red Prada bag I was buying that's on sale for $628.25 (regular price $1795, and the sale price was called and confirmed to be throughout the Saks stores nation wide). When I got my credit card bill, Saks charged me $1795 instead. So I contacted Saks customer service and asked them to refund the difference of $1166.75 back to my credit card. The service rep did not admit the sale price and claimed the prices were different for different colors. When I asked her about why then did their website clearly showed the price was indeed $628.25 and showed her the screenshots I took. She avoided answering my question throughout our various email exchange and eventually refused to answer. I am very disappointed with their practice and also their refusal to honour what was listed and shown on their own website.Desired Settlement: Saks to honor the advertised price and refund US $1166.75 back to my credit card that I used to charge the bag.

Business

Response:

After reviewing this issue, we do see that the customer ordered the item for full price. This price was reflected to her during the checkout. Since she ordered the red (rosso) color, the price would never have been shown to her at a discounted amount. There were two other colors (older seasons) that were marked down, but since the red is the newest color, it has never been discounted. She agreed to pay the $1795 price when she checked out.There will be no credit isued to [redacted] for the price difference

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:

During checked out, I did see the Prada bag and specifically the Rosso-Red color I was buying clearly showed the sale price of $628.25. I snapped a screenshot of it - the price clearly shown right below the bag in the corresponding color - Rosso Red. It is taken directly from the SAKS fifth avenue website. I did not see the $1795 price during check out.

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

Sincerely,

Note From Revdex.com: Consumer provided snapshot of website.

Business

Response:

The customer could not have seen the red bag for the discounted price. She may have seen a price range under the item that showed a range from the lowest price to the $1795.00. When you click on the item, it shows that only certain colors are the lowest price. This bag has never been reduced in the red color. There will be NO adjustment made since this was never sold at the lower price.

Review: On 7/*/2015 I contacted customer service via phone in regards to an overcharge on order number [redacted]. I was promised a refund of $166.12 to my [redacted]. its already a month and a ew emails and still no credit. Also, I emailed Saks in regards to the condition the shipment was received in and they didn't even care. I received Expensive Final Sale merchandise thrown at my door in an open and bashed up box. I would expect them to at least offer a small discount but I barely got an apology!

Recently I made a new order #[redacted]. This shows delivered monday 7/**/2015. This was NOT delivered to me. I live in a building of 80 apartments....Desired Settlement: I was promised a refund of $166.12 to my [redacted]. its already a month and a ew emails and still no credit.

Business

Response:

We understand our customer's concerns with regards to theSaks online orders. We have extensively reviewed the issues that have existedon these orders. The customer placed order [redacted] included in the order werethree blankets. The customer advised she did not receive the package. After ourinvestigation was completed, we were unable to locate the package and issued acredit refund of $102.06 back to the [redacted] card on July [redacted]. Thecustomer placed a new order for the blankets, order [redacted]. To be certainthat we matched the pricing, a credit of $26.13 was returned to the [redacted] account on June [redacted]. The most recent order, [redacted] was to beadjusted by 10% with a promotion code [redacted]. That credit unfortunately wasstill in progress. We have requested the credit be expedited back to thecustomer's card and should reflect within 3-5 business days. From notations onthe order, the customer advised that the package was received but that theremay have been damage to some of the items. The customer can return those itemsback to us for a credit refund. Because the customer has experienced severalissues, we are happy to extend an accommodation in the form of a $50.00 GiftCard which will be mailed to the customer.

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:

Saks addressed most of my issues and I will be happy to accept the $50 gift card. However I am wondering why they completely ignored the very last issue addressed. I just placed an order which tracks delivered. can they tell me where the box was thrown? Am I the only one to complain that Saks used Smart Post Shipping and has packages just thrown in the lobby or who know where? why do I have to be the one hunting down my packages all the time?! (order [redacted]

[Your Answer Here]

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 with regards to smart post delivery. Our standard delivery packages are being shipped by this method. We are happy to extend an accommodation for thecustomer's next purchase to provide expedited rush delivery. With this service, [redacted] will deliver the package and the customer can request signature required so that the package will not be left unless there to accept and sign for it. The customer would need only contact our office to place the new order and refer back to order [redacted] to redeem. For future orders, the customer can request expedited shipping services for anominal fee which will be delivered by [redacted] and can also request the signature required option. We acknowledge that this has been an inconvenience for our customer and Saks will make every effort to work with our smart post partners to ensure that future packages are properly delivered.

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: On 07/**/20**, I placed an order thru [redacted], order number [redacted]. Out of the 11 items, the Ralph Lauren Black LabelAnthony Solid Suit did not showed up with the rest of the package; I was thinking it might be shipping straight from the manufacture company, but after a period of time, I still hadn't received any email or package, so I contacted their customer department. After a couple of business days, I received this

"[redacted]"

So I decided to call the claims department, and all they said was according to their information, they have shipped the item, so it was final. What?! That is ridiculous because it is a ~$1600 suit missing and all I got was sorry you did not received it but we think we shipped it?!

I was simply asking for a replacement of the suit, but now all I want was a refund so that I can use the money to buy another suit.Desired Settlement: Refund of the missing Ralph Lauren Black Label Anthony Solid Suit $1615.50, order number [redacted]

Business

Response:

We understand that the customer has concerns regarding the Ralph

Lauren suit purchased on July **, 2015. We have extensively reviewed this

matter in order to provide the customer with resolve. Our records indicate that

the customer contacted our office to advise that the Ralph Lauren suit

was not shipped with the remaining items from the order. We reached out

immediately to our security department whom is responsible for issues such as

this to offer resolve. As part of our extensive research, our distribution

center was contacted to gather information on how the items were shipped. Based

on detailed information provided by our team of specialists, we have concluded

that the suit was placed in the shipping box along with the remaining items

from the order. Unfortunately we will be unable to honor our customer’s request

for a credit refund.Tell us why here...

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:

It was the same respond from Saks Fifth Ave when I contacted them couple months ago, they claimed that they have determined from their security department that the suite was in the box that they shipped. Which I highly doubt that there are any investigation because it only took less than one business day for them to investigate this matter. On top of that, there are no evidence or proof that there was a suite in the package when it was shipped. Mobile many other companies that I purchased online from, they will include a card that stated the person who package the order and ensure all the items were indeed being shipped. With the lack of evidence, I couldn't accept their unprofessional respond which related to such high valued suite that I ordered and was charged for! Min the mean time, I reviewed many other complains toward them, and obviously I was not the first victim who has miss trust Sakes Fifth Ave.

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

Sincerely,

Review: My ordered got deleted from the account with no reason, no cancellation email, no phone call. I contacted Saks via chat, the rep told me that the Security Department can’t verify my information which is false since both my billing and shipping are matched with my credit card. I proceeded to re-order the item with my wife account this time and tell the rep to check it to make sure it goes through this time. She confirmed it. I even made her to note in my order that if they need to verify anything, they would call me. I even go further to contact my credit card company to make sure there is nothing wrong with the transaction. Two days later, the same thing happened. The order got deleted from the account again. It’s not even marked with being cancelled. It just disappears in my account with no cancellation email, no phone call to verify anything. Saks just deleted it completely as it never happened.Desired Settlement: I would like Saks to honor the order and deliver the item to me ASAP

Business

Response:

We have carefully researched our customers concerns with regards to the cancellation of order [redacted] placed on June *, 2014. We have determined that there were no issues with the customer’s credit card. Saks.com orders are subject to a verification process. Our security department has determined that the welcome code used for this order, was applied to a previous order. Welcome codes are provided to our customers for one time usage. Codes that have been applied to multiple orders undergo an additional verification process with our security department. An order was placed today June [redacted], order [redacted]. Currently the order is pending verification and authorization. Upon successful verification, the order will be shipped and an email confirmation sent.

Review: I order the KIEHL'S Ultra Facial Cream 50ml at 2013-4-**. The order number is [redacted]. Now I receive this creams. I find the date of cream is nearly expired. It is [redacted] It is expired until 2013-12. I can use them only for 5 months. Unfortunately, I buy three creams 50ml .I have already sent them the photos and invoices by email.But they told me that unless they receive the cream back as a return, they will be unable to issue credit.Now our problem is make a return. I am not a company I am just a buyer. Making a return is beyond my abilities.It is very unrealistic . Because I live in China not in usa.The photos and invoices is true. I want to solve this problem by reissue creams to me for free or refund. I hope the Revdex.com can help me. Thank you very much.Desired Settlement: I want to solve this problem by reissuing creams to me for free or refund.

Business

Response:

Saks Fifth Avenue has offered several times, for the customer to return the items to us and we would gladly reimburse for the shipping charges. It should not matter what the cost is, since since Saks will be paying for the shipping.

We are unable to issue a refund or replace the item without it being returned to us.

Business

Response:

The only way we will be able to resolve this issue for our customer is to get the creams back. We have advised her we would reimburse for any shipping fees, but we must have the product in hand, in order to do any refunds. We woud like to offer her a 10% discount off a replacement order as an apology for her inconvenience. We will even have our warehouse inspect the new items to make sure she is receiving the newest cream.

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:

sorry, I can't accept the answer. I can not return the creams, because it is very difficult for me.I am only a consumer not a company. I don't know where is to return and how is to return. Just like landing on the moon. I had taken photographs to Saks. It is the evidence. I'm not lying.My friend had ever bought an armani's foundation which is expired.She didn't return it.But Sakes agree to a refund for her. Why not for me? And one of the creams is used.So I hope Sakes can make a refund for me or send me three new creams.Thank you very much.

Sincerely,

Review: order:[redacted],Estimated Delivery: 06/**/15.I have received the wrong color for [redacted] Mini Saffiano leather Satchel.

order:[redacted],On 06/**/15, I bought a handbag at Saks Off 5th Avenue.

I am disappointed because it has not performed well because I received the worry color.The correct color is MAGNOLIA,but I received is ACERO.

I'm now in [redacted].It's a big trouble to return the package from [redacted]. So I can't return it.

To resolve the problem I would like Saks Off 5th Avenue to refund a part of the cost without returning the package. This is their mistake not mine.If they insist that I must return the goods ,it may cause more trouble for me.

I look forward to hearing from you by 5~7 working days .

I would like this problem to be resolved . I would like Saks Off 5th Avenue to refund a part of the cost without returning the packageDesired Settlement: I would like Saks Off 5th Avenue to refund a part of the cost without returning the package.

I'm now in [redacted].It's a big trouble to return the package from [redacted].If they insist that I must return the goods ,it may cause more trouble for me. I can't return it. This is their mistake,why can't they help to check out before shipment. I want Saks Off 5th Avenue to refund without returning the package or sent the correct color for me again.

Business

Response:

Tell us why here... We understand that our customer has concerns regarding receipt of the [redacted] satchel in the wrong color. We have extensively researched this matter. Our records indicate the customer ordered the satchel in the magnolia color and received the Acero. We understand that this issue can be both frustration and disappointing. Saks Fifth Avenue wants our customers to be happy with their purchases. We will gladly accept the return for further inspection. Because the customer made the decision to ship the package overseas, we understand that there are additional costs involved. An accommodation is extended in the form of a $40.00 credit to offset some of the cost. If the customer would like to keep the satchel, we will extend a 20% credit which will be returned to the credit card within 3-7 business days. The customer would need only contact our office and refer back to the order number [redacted] to redeem this 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:

Business Name: Saks Off 5th Avenue The company sent email to me said that they can only offer me 10% off on your next online purchase. I can't accept. They sent the wrong color of my bag to me .Because I am in [redacted] now , I can not return the package. But this is the result of their careless work, they should make compensation for me. I need a partial refund.

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

Sincerely,

Business

Response:

7/*/2015 Revdex.com # [redacted] Dear Sirs:This will be our final resolution response to [redacted].We understand that the customer is still concerned regarding the credit for the wrong color satchel sent with the Saks.com order. As a onetime accommodation, we will honor the 25% and $40.00 that the customer has requested. A credit refund will be requested and returned to the credit card within the next 3- 7 business days. We will consider this matter resolved. Thank you.

Consumer

Response:

The business said they will honor the 25% and $40.00 that I have requested. A credit refund will be requested and returned to the credit card within the next 3- 7 business days.

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 run into terrible customer service from Saks. Purchased Chanel bag, was promised triple points, got only $150. I want the rest of my points that I was promisedDesired Settlement: $300

Business

Response:

Tell us why here...Based on our research it has been verified that our customer was awarded triple points on her Chanel purchase of December *, 2014. Points are awarded based on our point structure which is outlined in our terms and conditions. Our client was awarded two base points and four bonus points per dollar for the purchase. Our terms and conditions can be found at [redacted] The $150 gift card she received is the correct amount.

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]

Sales person promised up to $450 back in gift card. Would like to talk to the higher management outside of the [redacted] store

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

Sincerely,

Business

Response:

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

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 if credit will be posted to my account

I would like $300 to be credited to my account, I paid my Chanel bag in full Sincerely,

Review: I placed an order on saks.com at the beginning of April and then decided to return that item. I received an email notification that my item was received back at the warehouse on April [redacted] and that my refund was processed. A couple of weeks went by and I still saw no refund on my credit card. I called Saks and spoke with a representative who told me that because I paid with PayPal, they (Saks) refunded my money to my PayPal account. No, they did not. I checked my paypal account and even waited a few days and still saw nothing. I called Saks back and explained that I STILL had received no refund. At that point I was told that a [redacted] would get in touch with PayPal and figure out what was going on and I was PROMISED that my refund would be processed that day and that I would receive a call back from the [redacted] to confirm that the refund was processed. Didn't happen. Still didn't receive a refund and no call back. So, I called again after waiting a few days. I had to explain everything AGAIN to yet a new representative. And I was told AGAIN that a [redacted] was involved and would get in touch with the finance department and paypal and that my issue would FOR SURE BE RESOLVED that day and that I would receive a call back from a [redacted]. Didn't happen. No refund and no call back. Fast forward to today. I am at my wits end. I do not know what it is going to take to get my money back. We are talking a very large sum of money (over two thousand dollars!!) not just fifty bucks. I can not even express how upset I am and how ridiculous this whole ordeal is. I have had to waste SO MUCH of my time calling Saks and it gets me no where each time. I WILL NEVER EVER PURCHASE ANYTHING FROM THEM AGAIN. This is hands down the worst customer service I have ever received. So, just to clarify, still to this day I have seen no refund and received no call back with a status update. I just keep getting the run around and keep getting told that they will have it resolved "that day" which has not happened.Desired Settlement: I need to be refunded for my returned item ASAP!!! It has been almost a month now since they received my item back at their warehouse and were supposed to issue my refund.

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 received my refund today from Saks/PayPal so my complaint has been resolved.

Sincerely,

Review: I ordered a Bugaboo Donkey stroller (a $1600.00+ stroller) after doing months of research and deciding this is the only stroller that meets my daughters special needs (I have a [redacted] year old that is completely immobile and a four month old baby). I excitedly started using my stroller before realizing that I had been sent a 2012 model of the stroller. I would have no problem with this if there were not significant changes in the stroller from 2012-2015 but there were and no where was it noted that I was receiving an outdated model. When I contacted the "[redacted]" to let them know what had happened that inquiring about what they could do to remedy this they informed me that they would do nothing. When I responded that I believed that was an unacceptable response from any retailer, much less a high end retailer like saks and that I would like them to either give me some form of refund for sending me a close out product or to send me a 2014 model they said they would not do this but would accept the item back.

Before I received that response I had posted on the [redacted] page and was directed to send an email to "[redacted]" so I put together an email that explained the situation at length and why I really don't want to return the stroller (because I use it multiple times a day for my daughter...essentially it is used like a wheel chair for her) I never even received a response. That was a week ago tomorrow. So at this point the only option I have been given is that I now have to take apart and send back my stroller and buy a new one. I am honestly shocked by the lack of service from Saks. This complete lack of customer service is unacceptable and you can be assured that as well as loosing this sale, you will not have my business or anyone else that I can tell about your service!Desired Settlement: What I would like (and I think is very reasonable given a purchase of this amount) is either a refund that is appropriate to the sale of a product that is outdated and 3 years old or the new model sent to me at which time I will return the current model.

Business

Response:

We understand our customer's concerns with regards to the purchase of the Donkey Base Set stroller purchased with online order [redacted]. We have extensively researched this matter. Unfortunately we were unable to locate a 2014 model for the single base set. Our description depicted on the website does not indicate a particular model year. Saks provides both pictures and description for our customers' based on the information we are given by the vendor. Because the vendor sends the merchandise directly to us, the item is new and not used. We've received no direction from the manufacturer that a 2012 model vs any other model should be provided a discount. We understand the importance of this item and want our customer to be happy with the purchase. If the customer is not happy with the model purchased, we will gladly accept the return and issue a credit refund.

Review: Order Details: #[redacted] Hello, The above order was return to Saks and confimed to have been recieved at their warehouse on 07/**/2013. They have not processed a refund for this item as of today. I have many numerous phone calls and chat conversations to get this resolved to no success. I request that Saks honor its return policy and credit my account in the amount of $294.25. ThanksDesired Settlement: I request that Saks honor its return policy and credit my account in the amount of $294.25.

Business

Response:

Our customer is claiming the [redacted] earrings for $294.25 was returned with the items from Order # [redacted], but our warehouse has researched this twice and both times they have confirmed that only the items from Order # [redacted] were included in the return. They just used the return label from this order. The Visa was credited $22.60 on 6/**/13 and also $22.60 on 7/**/13 for that order. Then, there was a chargeback for the full amount of $294.25 for Order # [redacted] from his Visa account, so his bank credited him for the earrings.

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: On October**, 2014 I ordered a [redacted] bag during the friends and family special.

The bag was originally $3600.00. With the 20% promotion and a $100.00 gift award, the bag was $2600.00.

Usually, I get an email confirmation that I ordered it and then receive my item in 2-3 days. Neither of these things happened.

On October**, 2014, I called Saks.com to see where my item was. They said it was processing.

I called the next day and received the same answer.

On October**, 2014 I receive can email that it had shipped, however I did not receive the bag until October**, 2014.

I opened the box and it was a [redacted] bag, but not the one I ordered. I immediately called Saks and told them of the situation. They said that they have had similar problems and that they would send [redacted] to pick it up. I told her that I would just use the [redacted] label that saks sent me and send it back. Within 5 minutes I was at the post office and sent it back.

I still wanted the correct handbag. I called saks to see what happened to the correct bag. [redacted] told me that they were sold out, that there might be one in [redacted], that she would call and let me know. I received an email later that day from her stating that they were in fact sold out, they were sorry and that they would refund me my money. See below:

Hi, unfortunately I was unable to locate the original handbag you ordered. We are completely sold out. I’ve already contacted [redacted] to pick up the wrong package from your home at no charge to you within the next business day. Also, once our distribution center receives the package, you will be issued a full refund 7-14 business days afterwards. Again I truly apologize about the ordeal. For the mishap, I would be more than happy to extend 10% off your next purchase. If any questions or concerns, I may be reached at extension [redacted].

Thank You and Have a Great Day

Customer Care Associate

Saks Fifth Avenue [redacted] T. ###-###-####

F. ###-###-#### [redacted] Saks has not credited me. The charge is still on my Saks charge card.

A month before, the [redacted]'s office prosecuted 5 Saks employees with a fraud scheme involving inside theft. The stolen bags and shoes were confiscated from an employees apartment and returned to Saks. I am certain that my situation is related. There was a bait and switch of bags that occurred internally. Saks needs to investigate and look at their cameras to see what happened. This company needs to take responsibility.

I cannot get a hold of anyone there who can help me. No one has a phone number or Email address. This has been a very frustrating experience.Desired Settlement: I want Saks to credit me back the $2600 charge on my card and give me back my $100.00 gift card.

They agreed to to do that in the email they sent me on 10-**-14 but haven't.

Business

Response:

We understand our customer's concerns regarding receipt of the wrong [redacted] handbag. We have extensively researched the issues. Unfortunately the bag that was returned was not one in which we normally sell at Saks. Our [redacted] of [redacted] spoke with the customer today and we have begun the process of issuing a credit refund. We did advise the customer that we would honor the 25% discount for Friend and Family for a comparable item on her next purchase. The customer would need only refer back to the order [redacted].

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 speak to [redacted] the manager on Nov.**. She was suppose to issue me a refund and follow up with an email. I did not receive the email from her. I called today and found out that she no longer works there. Again they said I would get a refund, but the charge is still on my account when I call the automated number.It's been 5 weeks! How long does it take to issue a refund?As far as the handbag goes, Saks needs to check their cameras and see what happened. I do not feel comfortable purchasing on saks.com. Think about it, when a customer buys online and receives a different item in the box and has to go back and forth with the retailer for 5 weeks, it is pretty scary. I am a very good customer, and always pay onetime and in full. This has been a headache. I understand things happen, but it's how you handle it. NO Customer service from Saks. No call back, no response, no email, lengthy delays..No apologies. They only responded when I filed this Revdex.com report. Not a good way to treat a customer. I just want my refund asap. Thanks

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

Sincerely,

Business

Response:

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