ComplaintsforSaks Fifth Avenue

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a belt for $495 and per policy I’m eligible for a price match within 10 days but when I opened several cases and called customer service they refused to issue the price adjustment

  Business response

  12/15/2022

  The customer will need to reply back with their online order number and the description of the issue for further assistance

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an order (*********** on 06/17 this year with a gift card. Returned the item and got a refund in gift card of $458.56. I accidentally damaged the pin number on the card so it's not usable any more. Contacted Saks through online chat and phone numerous times asking for a replacement card. Every time I was told the request was approved and the card would be sent out soon. NOTHING happened for 6 months!!!! I just wanted my money back!

  Business response

  12/08/2022

  The customer was issued to their email provided on the order a new virtual gift card for the amount of their order $458.56 today and it is for immediate usage

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi I placed an order ********* on 12/1. I ordered 3 items. A boys tshirt, ribbed sweater and a cardigan. When the package arrived it only contained two items. I contacted customer service and asked whether the other item was arriving separately they said no. I told them the cardigan was missing. They told me they would investigate and issue a refund. Today I received an email that I would not be getting a refund with no explanation. I was charged $60 for an item I did not receive.

  Customer response

  01/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Saks Fifth Avenue regarding complaint ID *********
  Sincerely,
  ********** *********
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 9/25/2022, I bought a necklace. Order number is ********* . I had the necklace for a couple of weeks, and noticed it was defective. I never used it. I sent the item back. Weeks later, I got the item back, with a letter stating out of the return policy. It was not past the date, but even if I could keep it or was, ok. However, box was damaged, and it was sent in a bubble mailer, too. The item was so tangled, it would not be usable. So, they mailed it back recklessly. I immediately messaged Saks Off 5th online, and sent a picture of the damaged chain. They stated they'd schedule a pickup for it to be returned, so I could get a refund. Weeks pass, no refund. I have called several times, and have been told they are investigating. They tell me something else every time. Now they state item sent back on 11/6. But the pickup was after that date. I was also told it was lost in transit back to them. They say 3-10 days I will get an answer, but I call, and they go in circles, explaining over and over, and no refund. I have NO ITEM and NO REFUND. I want my money back.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  To whom it may concern: On Nov. 13, 2022, I placed an order for a pair of Cap-Toe Leather Stiletto Pumps (Order Number: *********) that was to be delivered on November 16, 2022. On Nov. 15, 2022, I received an email stating that the package was delivered. I checked around my house and was unable to locate the package. On Nov. 15, 2022, I reached out to the delivery company - T-Force to determine where the package was dropped (PKG ID- ******************), and they stated that the package was delivered. I asked them to provide a photo of the delivery location, which they did, but it was delivered to the wrong location. I reached out to them to inform them that the package was delivered to the wrong address, which they stated that I would need to contact Saks for a refund. On Nov. 16, 2022, I contacted a Saks rep, provided a copy of the photo that the vendor provided to me as the drop location along with photos of my address, he stated that he would file a claim. I received notification that my claim was denied. On Nov. 28, 2022, I reached out to Saks again regarding my refund request, and re-sent the same photos which clearly show that the package was delivered to the wrong address. On Nov. 29, 2022, I received another denial of my request. I am officially filing a complaint, because not only am I out of my $96.44 that I paid for the shoes, but I don't have the shoes that I ordered, which I only brought because I wanted them to wear to a funeral. This experience has totally destroyed by shopping experience with Saks as a brand and organization. First impression are everything and this was has been horrible. Attached in the emails are a photo from T-Force where the package was delivered. The TIF images are photos of my address. You can clearly see that my porch is blue and I have a storm door, and the drop location is plain concrete with no storm door.

  Customer response

  01/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Saks Fifth Avenue regarding complaint ID ********.
  
  Sincerely,
  
  ****** *********
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saks case #******** Received a $75 dollar gift card from previous purchases. Email states expiration of 12/18/22 and gift card info. Made purchase online, order # *********, in the amount of $74.63, when payment info came up, I put the gift card info in and it was accepted. Website asked for credit and clearly stated, card would only be charged if the gift card amount didn’t cover the purchase amount. Called Saks afterwards because everything was showing my Visa card with the charge of $74.63. Was then told by rep that gift card was only valid from 12/12-12/18/2022. Told the representative and the supervisor that nowhere in the email does it state the initiation start date of gift cards use and that it was accepted in the payment screen and that it would only be charged if my gift card did not cover the full the amount. Both said I couldn’t cancel order even though I had ample proof that 1. Email shows no start date for gift card and 2. Payment screen showed gift card was accepted and I would not be charged unless gift card didn’t cover full amount, and that I would have to wait for it to be shipped out. Saks is deceiving consumers and unwilling to fix their mistake and making consumers responsible for their mistake.

  Business response

  12/22/2022

  On 12/12/22, we advised the customer of the following. Please have the customer close the complaint with the BBB.

   

  For order #*********, cx tried to use their GC for payment and instead now that the order billed/shipped, it is showing that the entire purchase was billed to
  her Visa card. We sent over request to POS Team to use the GC for payment and credit back the customer's cc

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online order at ******** on Oct 29, 2022 for a Tory Burch McGraw crossbody bag in black for full price $328+ tax. Order #*********. Website states that delivery is 1-3 business days. Item was not delivered until Nov 10th, though while checking the delivery status on the expected delivery date, the item went on sale at Saks and other retail stores. I went to ******** to request a price adjustment with Saks' agent ****** confirming the sale price at ************** for $197.68 and an expected refund for $130.32 within 3-5 business days, price adjustment request #******** (see attached online transcript). On Nov 18, followed up with Saks customer service since it was past 5 business days and no issued refund. Second Saks agent said it would take 10-14 business days to receive the refund (see second attached transcript). 14 business days/ timeframe passed so I contacted Saks on 12/4, Sak rep ***** escalated the price adjustment case #******** to the back office to respond within 3-5 business days. On 12/5 received a response from Saks stating that they are unable to issue a refund because the item's sale price can not be found on the website. Keep in mind this was already verified by the initial Saks agent on 11/10 when the price adjustment was requested. Of course this can't be verified nearly a month later since lux items don't remain in stock and are on sale indefinitely. Why am I being penalized for Saks' delay in processing requests beyond their timeframe commitments? It doesn't seem like they are honoring their policy and process. Once they have determined their verdict and closed the case the customer has no option but to accept the outcome no matter how rediculous it is. Customer service and resolution are super disappointing. I would like them to honor the price adjustment and train their employees consistently for handling these types of requests.

  Business response

  12/22/2022

  We have submitted the amount to be refunded to the customer to our team. The customer will need to allow 3-5 business days for processing

  Customer response

  12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online purchase at Saks on 11/25/22 during Black Friday sales. On the website, there is a promo offer of getting $75 giftcard when spending $150 in purchases and applying promo code: ******. I placed an order: #********* and order amount of $158.10. In the end, I didn’t receive a promo giftcard. When I called the customer service, I provided a screen shot of my purchase with promo code listed, but the company still deny my claim on honoring the giftcard to me. It was a false advertising on the company side.

  Business response

  12/20/2022

  The customer never indicated on their order the promotional code and therefore that is why they never received the card. As a one time courtesy, we will extend the $75.00 gift card. We sent a virtual card to the email address of :***************** today. The email will contain a link with the card number and pin code.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought 2 pairs of ***** sunglasses on 11/25 at 4 p.m. in the Saks Off Fifth store. The label price is $179.99 for one pair and there is a "buy 1 get 1 50% off" promotion. The total cost is $293.94. In the evening I searched on Saks Off Fifth website and found the price for the same product is $159.99, with the same "buy 1 get 1 50%" promotion. And the total cost would be $239.98, about $50 cheaper than the in-store purchase. It was exactly the same date. I called customer service on 11/26 morning and an agent told me the request for price adjustment was out of her scope. I asked to talk to her supervisor and the supervisor told me they can't offer a price adjustment because the in-store purchase does not have an order number. I feel deceived. Saks Off Fifth has a different price online and in-store in the same date and they refuse to price match once the customer found out the difference. I understand I can return the products to the store and purchase them online but my friends and I bought the 2 pairs together for promotion purpose and we live in different addresses (not in *************). It is Saks Off Fifth's fault to offer different price online and in-store on the same date. Refusing to offer price adjustments is unreasonable. They did not say all the in-store purchases are excluded from price adjustment but in practice they refuse to do so just because they have no order number for in-store purchases. Does it mean that we are disadvantaged just because we purchase in-store? Attached please find my e-receipt and the screenshots of online price with date and time.

  Customer response

  12/23/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Saks Fifth Avenue regarding complaint ID ********.
  
  Sincerely,
  
  ***************
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am long standing customer of Saks. I have made multiple calls to the cusomer service department but to no avail. I ordered a coat online to be delivered to my address above. The package was to be left at my apartment door, instead the delivery service left the package in the lobby by the communtiy mail boxes , accessible to the public, resulting in my package being stolen. The picture sent by the customer service rep ************************************* clearly shows the package was left on the floor in the lobby, exposed and accessible to anyone and not at my apartment door. I am now without my order which was a gift and out the cost of the coat as I have been advised my claim has been denied. The order # is *********, placed on 11/23. I am requesting assistance with this since not one rep has been able to resolve this and though a manager clearly admitted the package was not delievered correctly, I have yet to get a any assitance.

*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. ↩