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Business Profile

Department Stores

Saks Fifth Avenue

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Saks Fifth Avenue's headquarters and its corporate-owned locations. To view all corporate locations, see

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Saks Fifth Avenue has 130 locations, listed below.

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    Customer Complaints Summary

    • 3,441 total complaints in the last 3 years.
    • 1,246 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    • Initial Complaint

      Date:11/28/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order on November 24, 2022 Saks Fifth Avenue had a promotion offering a $75 gift card for any purchases over $150 I placed an order in the amount of $330.00 I forgot to apply the gift card during check out I called Saks Fifth Avenue’s customer service and spoke to representative who informed me she will request and open a case to add the gift card I qualify for- in 24 hours I should receive the gift card The following day I called customer service and they informed me the case for the issuance of gift card was cancelled I spoke to a rep from their call center in Colombia and they informed me they will need to send another request for the gift card which I qualify for Then I spoke to the supervisor - ******** from Colombia and he blatantly said “ if you checked out online and forgot to put in your gift card, you are Not Eligible to get that promotion, tough luck” we cannot do anything about this Then I called customer service once again from the US call center, spoke to ******* and the supervisor ***** - bottom line, they can’t do anything about this - they are a separate entity from the gift card promotions group Saks bombards us with emails everyday, sometimes 2-3x a day offering non-sto- promotions and yet this is the caliber of customer service you get. I shop exclusively online, Net-a-Porter, LaMer, Bergdorf and their service is nothing like this retailer. They are the most accommodating, CUSTOMER FIRST unlike Saks Fifth Avenue. ** ******* ******* ***** *** **** ***** * ********* ***** *** *** ********** **** ********* **** ****** ****** *** **** ** ******** ******* ** ********* **** **** *** ** **** ***** *** **** ** ****** ** **** ****** ************* **** *** **** *** ***** *** *** ***** *** ****** ** **** **** ****** ** *** ****** ** *** **** *** ********* ** ********* *** *** ******* ******** **** **** ******** **** ********** **** *** ******* ** ***** ********** **** ******** ******* ** ********** ** *** ******

      Business Response

      Date: 11/28/2022

      We are emailing the customer today a $75.00 virtual gift card to the email address:************************ This will resolve the issue

    • Initial Complaint

      Date:11/28/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transaction: 11/24/2022. Amount: $178.05. Order number: ********* I placed an order at 11:53pm. I would like to chat with customer service after I placed the order because I did not see free shipping option when I tried to checkout. I was charged $15 for shipping fee. The saks website was down at 12:00 so I needed to the wait the website get back for customer service. Representative Mabil told me that some of the items were not eligible for free shipping. However, when I asked which items were not eligible for free shipping, he cannot tell. During the chat conversation, I received a email at 12:47 from Saks saying a part of the order has been canceled. I asked Mabil if I was still about to get $75 gift card. He said no since my order total was less than $150. Then, I asked to cancel the order. The representative refused it. He sounded like robot to keep pasting me the policy link. The representative was never attempt to help. Now I feel like I got scam from Saks because it is not my fault that the order total less than $150. It is less than $150 because Saks canceled my items. First, Saks should improve the inventory system. If it is out of stock, please do not sell, website should show unavailable. I cannot cancel order now and I need to pay a lot more for this order because I loss $75 gift card. I doubt if Saks do not want to provide free gift card so they canceled my order to $5 below $150. The customer service from Sak through the chat is the worst service I ever seen.

      Business Response

      Date: 11/28/2022

      The customer's order did not qualify for the $75.00 gift card off $150 spent as the order amount was below that amount. We will refund the customer for the shipping fee. Processing timeframe 3-5 business days.

    • Initial Complaint

      Date:11/23/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number ********* I placed an order and sent it back in for a refund. I received an email saying my refund would be issued on 11/10. Since then no credit to my card. I called in about 3 times and spoke to many representatives who said they see the refund but it didn't go through the transactions area to process. As a result, this credit has not been sent to my credit card.

      Business Response

      Date: 11/23/2022

      The customer's refund was processed however our systems are running behind. The customer will need to allow an additional 3-5 business days for processing.

      Customer Answer

      Date: 12/08/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Can someone call me from the business? I was charged by Saks on 11/30. Why and I want my card removed from my file. Please call me at **********  

       

       

       

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


      Sincerely,

      ***************************




       

      Customer Answer

      Date: 12/20/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

      order number is  ********* - i was issued a credit which took a while to hit my credit card - the refund finally appeared but then i noticed they charged me again on 11/30  - this is the second BBB complaint - I asked for a call I need to speak to someone - I can submit my card documentation

       

       

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


      Sincerely,

      ***************************




       

      Business Response

      Date: 12/28/2022

      The customer was charged twice and then refunded twice so there is no further refund owed the customer. This matter is resolved.

    • Initial Complaint

      Date:11/23/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Nov. 13, 2022, I placed an online order from ************** for a "Karl Lagerfeld Paris Lafayette Leather & Suede Shoulder Bag, One Size, Black." Order Number ********** (Detail copied from the order are at the end of the following paragraph.) The item was to be shipped by 2-day shipping since I needed the purse as a gift for the following weekend. I signed up for text notifications of shipping progress, but never received any. I also checked on the website which showed the purse had shipped, but it never arrived and no further status ever showed on the website or appeared via text. I called Saks Off 5th customer service on 11/21/2022 and a request for refund was processed. Today I received a notice that my request was denied, giving no reason. I still have not received the purse as of today, 11/23/2022. I do not need or want the purse any longer. It was a birthday gift and I had to buy something else to replace it. Order Summary Subtotal $169.99 Shipping FREE Promos -$42.50 Total Before Tax $127.49 Tax $10.52 TOTAL $138.01

      Customer Answer

      Date: 11/29/2022

      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

      Date:11/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a flat iron (T3 Lucea ID 1) from Saks Fitfh Avenue on November 29th of 2020. The order number is ********** The flat iron was low quality, and stopped working a few week ago. I contacted Saks today and I was told that the only honor a 1 year warranty. The manufacturer guarantee and box say that they offer. 2 years guarantee. Saks refused to rectify the situation, and when I asked to speak to a manager I was told that the wait time was over 1 hour and that they couldn't call me back.

      Business Response

      Date: 11/22/2022

      Since the order is over a year old, we unfortunately cannot accept the return back for a refund. The customer can contact the manufacturer directly to see if there is anything that can be done on their end.

      Customer Answer

      Date: 11/23/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      ******* *****




       

    • Initial Complaint

      Date:11/21/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I asked Javier, an employee of gucci brand in this store, to help me buy two bags and delivered them to my home. But I don't know why fedex said I refused to sign for it, and then the package was returned to the shipper. After that, the logistics kept showing "in transit", I asked ******** he always promised to be responsible for me, but he rarely replied to my information. When I realized that he didn't want to be responsible for me at all, I contacted the manager, and the manager created a claim for me to fedex. fedex, however, refused to pay compensation for more than three months. But I never received the item and missed the best processing time because of the indifference of their staff! So I want to complain that they cost me $1,840!!

    • Initial Complaint

      Date:11/21/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a customer in Saks off 5th for many years. Just 2 years ago I purchased a La Fiorentina fur collared shearling jacket in order #*********. They are currently still selling this jacket. I Just started using the jacket one year ago in October/November 2021. Unfortunately, it does not appear to be real shearling. Attached is a photo of a bald spot on the jacket. It does not have leather in the bald spot. A shearling should survive many winters of use. I feel I have been gypped out of $707.68 for one season of use of an expensive jacket. What can you do for me? I want to keep my faith in Saks Off 5th alive. I would be very grateful to be refunded, or at the very least, get a replacement. I have contacted them via email, chat and phone, and they cannot help me as I have the item for more than 30 days. In my opinion, this is a false description of an item. It is not real shearling. To say they do not take responsibility past 30 days is incredible! thank you so much.

      Customer Answer

      Date: 12/15/2022

      Better Business Bureau:

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

      ******* *****

    • Initial Complaint

      Date:11/17/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a suit from Saks Off 5th at price $899. On top of this price, I used discount code to get 10% discount. Soon after I made purchase, in 10 days and the 4th day I received the item, Saks Off 5th changed its discount by running REWARD 25 program and the discount level became 25%. My promo was $90 vs. the promo after I made purchase was $225. The different is $135. After calling Saks Off 5th, the customer service was able to offer me one time refund and it's been approved by the supervisor at the time of the conversation happened, according to the statement the customer service made. The request was declined 3 days later. I made another call. The customer service this time claimed that the previous agent did not submit the case appropriately and will make sure to submit it and promised to get the refund for me. This request was also declined 3 days later. I would like to file a compliant for Saks Off 5th's behavior.

      Customer Answer

      Date: 12/11/2022

      Better Business Bureau:

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

      ****** ***

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 4 dresses. Order #*********.I returned 2. They only refunded me for 1 dress. I have contacted their customer service team over 6 times now and they still haven't been able to locate the other dress to refund me. Both the dresses were returned in the same box using the return label that was provided in the box. They still owe me $71.30 plus taxes for the Farm Rio sunny day asymmetrical linen blend maci dress Blue in size small.

      Business Response

      Date: 11/16/2022

      The summer tapestry dress was refunded to the customer $66.64 on 11/2/2022 and the Sunny Day long dress was not refunded. At this time, we are sending over a request to refund this item so the customer will be refunded in full for both items returned. Please advise the customer it will take 3-5 business days to process.

    Saks Fifth Avenue is NOT a BBB Accredited Business.

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