ComplaintsforThe Sak

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a purse from the Sak on 5/6/24 and received it on 5/14/24. I carried it to two events, one on 5/17/24 and the other on 5/18/24. When I returned home on 5/18/24, I noticed one of the beads had fallen off and immediately took a picture and sent it to them requesting that they send me extra beads for such an incident. I told them this was the first beaded product I had ever purchased that I did NOT receive replacement beads. They continued to lie and string me along, never resolving the simple issue. I have part of the text stream on screenshots, as I did not realize I had deleted previous texts when I deleted texts they sent attempting to sell me more of their substandard products. I will attach all screenshots of texts and substandard product received with my complaint.

• Initial Complaint

  01/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The online store "The Sak" (a handbag store) began sending email solicitations after I bought an item from them for my wife. I unsubscribed from their emails to get them to stop,but they continued for more than a month afterwards until I unsubscribed again and identified the sender as a spam source to my email service. That stopped it for approx. two years, but I began to get spam emails from the company again this week. The first email wastwo days ago titled "Time to get reaquainted" which is clearly a signal that they know I ceased doing any business with them and are making new attempts. I received another one today, (1/21) so clearly this is not a fluke. This behavior is a violation of "unsubscribe" rules. They are flouting their responsibilities as an online business. "Unsubscribe" means unsubscribe, period!

  Business response

  03/17/2023

  The Sak would like to thank the customer for his comments regarding our sending of marketing SMS and emails.  We have taken the opportunity to redouble our efforts to sanitize our email and SMS lists and strenghten our opt-out processes.  We also verified this specific customer had opted out in late January and has not received communication from The Sak since that time.

  Customer response

  03/18/2023

   
  Complaint: 19324482
  
  I am rejecting this response because: *********** is lying. I had opted out of all promotional emails soon after having made the first and only purchase from this company years ago. All they did was temporarily stop spamming, but then resumed later. So their explanation of what happened is overtly false and dishonest, and endemic of the way consumers are being treated by companies. It is disrespectful and unacceptable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  order number ********* I ordered 3 items beach towel toiletry bag luggage spinner Order was shipped ups on July 26th. I received the order on July 29th. The package only contained 2 items, the towel and the toiletry bag. The 21 inch spinner luggage was not in the box. Since July 29th I've called numerous times. A prerecorded message states that you need to email your concerns. I've sent emails and have received a few correspondences from ********. The last message was August 4th. ******** was confirming the spinner never arrived and a.refund was going to be issued. I replied that the spinner never arrived and wanted the refund processed. The item missing was $130.00. I've tried to follow-up with customer service/******** and haven't received any response or refund.

  Business response

  01/12/2022

  Business Response /* (1000, 15, 2021/09/29) */ Contact Name and Title: **************** Contact Email: ********@thesakbrandgroup.com We have not proceed with refunding customer because per our warehouse all three items were shipped in one carton. Please see attached copy of documentation from our Order Management Team. Consumer Response /* (3000, 17, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received 2 items a towel and a toiletry bag. The luggage was not in the box. I've called and emaile. I was told by Charlene in customer serive a refund would be issued. This hasn't happened and I've tried to follow up. This was suppose to be a gift. No item and no refund and months of trying to resolve an issue. This is ridiculous. Business Response /* (4000, 19, 2021/10/11) */ Customer should provide a photo of the box and items she received. We have provided proof of what was shipped. Consumer Response /* (4200, 21, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution from the sak Showing a picture of an invoice doesn't prove the luggage was packaged and shipped. As far as taking pictures of the shipping carton that was in july. I no longer have the box. I received 2 items only a towel and toiletry bag which were gifts and were given as such. This is awful customer service. A member of your staff "********" said in email a refund would be issued. It's not my fault that someone made a mistake during the packing process. It's not right that I'm paying for merchandise I never received. Business Response /* (4000, 23, 2021/12/22) */ I provided proof that all three items were shipped from our warehouse. I requested the customer submit a photo of the packaging she received. I would think if customer were disputing something, they would have provided a photo of what they actually received. Consumer Response /* (4200, 25, 2021/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Sak has offered zero resolution since Charlene stated in an email in August that a refund would be issued. It has been 6 (SIX) MONTHS since the order was placed. Asking for pictures of the package and the two items received (gifts for a college student) is redundant. This is just aware to scam customers out of money and products. I could have provided pictures of the items and packaging if they would have responded to calls or emails in a timely manner. Look how long it takes them to respond to the BBB. They never sent me the luggage. They never sent the refund as stated in their email response and they wait weeks/months to respond. The are out to take advantage of people by not providing what people order and keeping the money people pay for something they never receive.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩