Business Profile

Department Stores

Saks Fifth Avenue

Headquarters

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

3,437 total complaints in the last 3 years.
1,237 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.

Initial Complaint
Date:09/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 #********* on June 18 ,2022 purchased a Ralph Lauren grey vest mens . The item went further on on sale. So I contacted the online customer support and the agent informed me that they cannot do price adjustments for sale items which I completely understood so I told her that I would return the vest and re purchase the vest with the cheaper price. The agent informed me that as a one time exception that she give me the price adjustment of 28.70 However 14 days later I called Saks fifth Avenue they told me that that is not possible that they don’t do price adjustments on sale items which again I understand but I informed them I had proof that the agent from the online chat told me I would receive a price adjustment and I could provide that exchange cause I had did screenshots but Saks was not willing to work with me. I would have returned the item and repurchase .
Business Response
Date: 09/21/2022
We understand the customer's concerns and apologize for the inconvenience. At this time, we have requested our team to proceed with the price adjustment and a refund will be applied back to the customer's method of payment within 3-5 business days. The customer will need to contact the BBB that this matter has now been resolved.
Customer Answer
Date: 09/27/2022
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
Date:09/07/2022
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
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've placed 10 of ysl lip stain 416 online fron saks,the order numbers are ********* and ********* But those lip stain is bad of production of date and them can't be used bcz them gone bad .i wanna my refund. The batch numbers are******************** Some of that are made in 2017 can u believe that??ridiculous
Initial Complaint
Date:09/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Re Order # #*********/Case #********. Saks had a gift card promotion last month (code ********** in which one would receive a $450 gift card in exchange for a $2,000 qualifying purchase. I placed the aforementioned order in keeping with said promotion. Not only did **** never send my promotional gift card, but when I called to inquire about it, I was told that I was only entitled to a $150 gift card (for a $1,000 purchase). I went through every item on the order with the representative and confirmed that all items were in fact eligible, going so far as to email screen shots of the items in question to the representative who agreed with me that something appeared to be amiss. Unfortunately, such disputes are apparently only handled by the refund ***** who the reps cannot provide direct contact information for. I was told that I would receive a response to my case within 7 business days. Needless to say, I never received a response or the $150 promotional gift card I was promised. I sent a follow up email, which was again met with no response. When I called to follow up again today, I spoke with a manager who had no answers for me, only telling me that the refund **** had denied my request. My request to speak with the refund **** was again denied. I was also told that there was no way to contact the corporate office to make a complaint and that there was no one above the manager, who seemed to know very little, that I could speak with. I have noticed that the level of customer service at Saks has declined precipitously since the ***** pandemic. There is no accountability and the customer service agents are ill equipped to handle customer service issues. It is often my experience that I am told one thing by one agent and something very different by the next; their ****s appear to be siloed and no one seems able to escalate issues or provide concrete information or resolution. Saks may tout a reputation for luxury but their customer service leaves much to be desired.
Business Response
Date: 09/21/2022
We understand our customer's frustration however based on our findings, two of the items purchased were excluded designers from the gift card promotion. Further the order shows that multiple items were returned and that in turn, causes the gift card amount to be decreased since the order would no longer qualify. At this time, we are happy to assist the customer with issuing a virtual gift card for $150.00. If they would like to receive this as previously advised, they can contact the complaint back and we can issue that to their email address.
Initial Complaint
Date:09/01/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 dresses in the Amount of $3636.86 on July 5th. It was sent in partial shipments and charged as they shipped. 7/8 I was charged $2386.06, 7/8 again $407.04, and $843.76. None of the dresses fit, and I returned them all, which was confirmed. I had issues getting credits for them and after multiple phone calls received $901.00 on 7/19, $1485.06 on 7/28 and credits of $436.72 and $407.04. Simple math suggests that I am missing over $400. They are claiming that they credited me over $800 on 8/3 in addition to the $407.04, which is untrue according to ****** and my bank. I called them and reported the error. They told me they were going to refund me in writing. They never did and I called back 2 other times, only to be met this last time by a woman, Precious, who was a robot and refused to do ANYTHING to help whatsoever, and refused to allow me to speak to anyone else from the company. Also, she refused to give me any numbers of anyone that might help. I consider that UNACCPTABLE in running a company. I have the proof in writing, which is my bank and ****** statement. That was sent to the company as well. They might THINK they are right, but all I know is that I do not have my money and that's all that should matter. The difference is in the amount of $407.04. The exact amount of one of the dresses with tax. I have included my bank statement with all the credits as proof.
Business Response
Date: 09/07/2022
Should the customer require our assistance still regarding this matter, they are to respond back with the order #'s which this matter pertains to along with the same explanation of the matter
Customer Answer
Date: 09/08/2022
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:

[Your Answer Here]

The business is claiming that it is an issue of ******'s and not theirs. I am doing everything I can to determine the validity of that statement. . I have contacted, once again, ******. I am waiting their final response and waiting to hear whether or not I can be refunded the money in question. I have not yet received the refund as of to date. If this is not resolved through ****** in the next week, I will then need to determine how to proceed. ****** is reaching out to the company as well.

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

Sincerely,

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

Customer Answer
Date: 09/16/2022
Please disregard my complaint. The issue has been solved.
Initial Complaint
Date:08/30/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
For Saks order#********* dated 4/1/2022, I returned both items in this order in separate return box in different date. One of the return (pants with size 2) was completed, but the other one (pants with size 1) was not received by Saks. For the item was not received by Saks, I dropped my return package in Fedex dropbox located ***** ******** ******* **** ** ********* *** ***** on 4/13/2022 around 6:20pm with tracking number ************. However, there's nothing shows up under this tracking number after few days. I filed a claim with Fedex on 5/2/2022 with case number **********, however, Fedex denied my claim since it's a shipment related to return, the vendor, Saks, needs to initiate the claim instead of me. I contacted Saks and ask Saks to initiate a claim with Fedex, however, because there's no detail information under the tracking number, Saks refused to file a claim with Fedex. Because I dropped the package in Fedex dropbox, if Fedex didn't pick up or loss the package at that time, there won't be anything showing up under that tracking number. The total amount for that unreceived item is $298.
Business Response
Date: 08/31/2022
We understand our customer's concerns however we can confirm from our records that on 4/14/2022, $340.45 was processed as a return and refunded back to the card used for the purchase. This matter is resolved.

Customer Answer
Date: 09/02/2022
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:

This refund is for another order#********* that was placed on 3/23/2022. The amount of refund of $340.45 is based on the original order total of $350.4 minus shipping cost of $9.95. I upload the order detail for your reference. In addition, I did receive another refund of $287.89 on 4/14/2022 which is related to the other item I have returned in the original order *********. So the refund of both $340.45 and $287.89 are not related to the claim. Please help. Thank you!

[Your Answer Here]on

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

Sincerely,

***** ***

Business Response
Date: 11/22/2022
We have processed the refund and it will take 3-5 business days but the customer should see the credit within that timeframe
Customer Answer
Date: 12/15/2022
Yes. I received the refund. Thank you!
Initial Complaint
Date:08/26/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 #: ********* order date: 7/7/22 To whom it may concern,I had a really terrible experience with this company. This order had a complication with the return. Last Thursday (8/18) I was on the phone for about an hr with a supervisor trying to sort out the mess. She sent me a new return label to send back the item and told me that as compensation for the frustration she is emailing over a $25 gift card. I still haven't received credit for the return and I never received the gift card. Additionally, this order took many weeks to arrive and **** had sent me a discount code in an email as compensation to use towards my next purchase. I tried applying this code to my recent purchase and kept getting an error. Today I spent over an hour trying to get to a supervisor on the phone. I was on hold for about 65 minutes. No one ever came to the phone. I literally have no where to turn here. This is a company that charges extravagant prices and offers no service. It is my hope that I hear from a supervisor in the coming days via my email. The supervisor should ensure that 1. my return was received and credited. 2. My 25$ gift card should be sent to me. 3. My 20% discount that I received weeks ago should be applied to my next order. Thank you.
Business Response
Date: 08/30/2022
We apologize for any inconvenience caused by this matter. At this time, we have sent an email to our customer ******************** with a link for a virtual gift card in the amount of $250.00. The amount of the card is inclusive of the amount which was on the *** shipped by mail and in addition, the $25.00 gift card promised. This should resolve the matter.
Customer Answer
Date: 08/31/2022
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:08/25/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 shirt for my husband online with Saks. The shirt arrived 2 days later and I then noticed the shirt was further discounted by $47.13. I called the customer service number to request a price adjustment. I told the representative that I would have no problem returning the shirt (with the prepaid return label provided) and simple purchasing it again. The agent told me that it was not necessary to do that. No time in this conversation, was I informed that the Saks policy states that price adjustments cannot be provide on items that are already discounted. I do not dispute this policy, but I should have been instructed to simple return the shirt. I have been declined twice on this dispute and when I was finally able to speak to a manager he informed me that the representative should have instructed me to return the shirt and purchase it again. Since the dispute had been declined twice he told me to send an email to the corporate office as this would need resolved at the corporate level. I sent my email with all the relative information to *****************. It's been a week and I never received any response back nor acknowledgement of this request from corporate. I will never purchase anything from Saks again. The Saks representative made a mistake and misinformed me. Saks is perfectly content to allow their employee's mistake it to be at the customer's expense. I expected better from a retailer such a Saks.
Business Response
Date: 08/30/2022
If the customer still requires the assistance of our office regarding this matter, they are to reply back with their online order number and the same explanation of the matter so we can further assist
Customer Answer
Date: 09/01/2022
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:

[The Business has asked for my order number. It is ********* for Item Number ************* quantity of 1 at a price of $101.50. On July 21, 2022 I called for a price adjustment and was told by the representative that I would receive a credit of $47.13 and I did not have to return the shirt and re-purchase it in order to receive the price adjustment. I filed 2 disputes both of which were declined. They are numbers, ******** and ********. To date I have never received any acknowledgement from my email sent to corporate at *****************. A customer service manager told me that I should receive some response within 24 hours. ]

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

Sincerely,

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

Business Response
Date: 09/07/2022
We will be extending a one time courtesy to the customer an applying a refund for $47.50 for the price adjustment. In the future however, we are unable to honor price adjustments on already discounted items of merchandise. The processing time is 3-5 business days.
Customer Answer
Date: 09/13/2022
Better Business Bureau:

Yes, Saks did issue me a credit, but I disagree that this was a one time courtesy. This was an obligation on their part since as a consumer I was misinformed and never stated the company's policy regarding price adjustments on sales items. I would have considered this a one time courtesy if the initial credit promised to me on July 21, 2022 was honored. Instead I had to make countless phone calls, file 2 separate disputes with Saks, and finally a complaint with the BBB to have this issued settled.

Sincerely,

******** *****
Initial Complaint
Date:08/25/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 #********* - I ordered a black shirt - received the wrong item. Emailed and was told I had to send it back and they made no mention of getting me the correct shirt. When researching if I need to be bothered with sending the wrong item back I found that the FTC states: You have the legal right to keep it as a free gift, according to the Federal Trade Commission (FTC). Sellers aren't permitted to ask for payment for unordered items, either, and the FTC says consumers are under no obligation to even tell the seller about the wrongly delivered merchandise. I was honest about it even though the FTC says you don't have to disclose it but I won't be inconvenienced due to a Saks error. Only email correspondence from here on out.
Business Response
Date: 08/30/2022
We are sorry that our customer received the wrong item with their order. Under the terms and conditions of our online store, the customer must return the item back to our facility for inspection and inventory purposes. Since the amount of this order is minimal, we will proceed with a full refund. For any future orders, we will not be able to accommodate this customer with any further refunds on items unless they return the merchandise in the proper manner
Customer Answer
Date: 09/08/2022
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:08/23/2022
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
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.
Reason for Complaint: Size of item received was different from advertised. Ordered suit size 52 (42) however pant size was different. Spoke with a customer service representative and was informed I would receive 100% refund for item purchased including free return shipping. However, I did not receive 100% credit for item and there were excessive delays receiving any credit. Still owed $9.95 for the difference between purchase price paid and credit received. Order Number: ********* Date of Purchase: Jul 6, 2022 Item Description: Canali Two Button Wool Suit Navy - Size 52 (42) Date of Return: July 26, 2022 Return Credit Received 8/17/22: $740.04 Remaining Credit Due: $9.95
Initial Complaint
Date:08/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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've spoke with Saks Fifth Avenue customer service representatives on numerous occasions regarding my refund. I've been advised serveral times the refund has been approved/processed but I have yet to receive it. I've been advised I would received the refund in my original form of payment (which I requested as well). I paid a total of $317.05, $23.03 on my credit card and $294.02 on my gift card. I have been advised by several representatives on multiple occasions that I will receive the $23.03 back to my credit card and the difference back to an electronic gift card and/or physical gift card. I have yet to receive either and it has been several months since I've last been advised of this. My original order number is *********. As previously stated I spoke with several customer service representatives so I have multiple different case numbers for this same request that can be provided if needed.
Business Response
Date: 08/25/2022
Unfortunately we are unable to locate the order number the customer provided therefore, they are to reply back with the correct order number for their online purchase in order for us to be able to further assist

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Saks Fifth Avenue is NOT a BBB Accredited Business.