ComplaintsforSaks Fifth Avenue

Department Stores

HeadquartersMulti Location Business

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Customer Complaint:

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Initial Complaint
10/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
**** has a policy of taking up to 30 days to issue a refund for a returned item. This is now the second time that theyve exceeded their own 30 day policy in issuing a refund. The first time, I disputed the sum with my credit card company and got my refund that way. The current item was received by the on 9/8 and of today (10/11), my refund still hasnt been issued. The ************* wrote an article about the abominable refund process at Saks and nothing has changed. They continue to hold peoples money hostage.
Business response
10/17/2024
Thank you for bringing this matter to our attention. Return credit was issued on 10/15.
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order placed on 4/24/24 3 dresses received 4/30/24 3 dressed returned by ***** 4/30/24 3 dresses received for return 5/1/24 Estimated refund $1690.00q 2 dresses returned to me and said I had worn them. I did not. Spoke to **************** on June 11. **************** said they could see that they were received and returned on the same day. I was told there was nothing I could do. I have made a complaint with my CC company.
Business response
08/02/2024
Thank you for bringing this matter to our attention. This matter has been resolved by leadership within our corporate office.
Customer response
08/02/2024
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
07/11/2023
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
On 7/8/23, I ordered the reference pair of earrings off the website. As shown in the receipt, I paid a total of $424.55 which includes tax. I was surprised when I received the earrings today and one of them includes a tag for $159. I would like an explanation of the huge discrepancy between the amount on the tag for the earrings versus what I was charged. Even if the amount on the tag was doubled to cover both hoops, it would still be 80 to $90 less than what I was charged.
Customer response
08/05/2023
Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
12/28/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 15, 2022 I ordered two pairs of designer sneakers from Saks. My order # was *********. The shoes were shipped by two different carriers. The 1st set of shoes were to be delivered on December 19th. Here's the problem I received an email alert stating they were delivered. Upon checking my front porch I found various packages from different vendors, but none from Saks. This was a red flag so I immediately called and notified SaksFifthAvenue of this issue. I was told that I would have to wait until December 27th to file a claim. In the main time they would contact the carrier for information regarding my missing package. I had the representative give me the carriers information so I can also contact them. In the main time I reordered the shies and had them express ship them so they can be on time for Christmas. After contacting the carrier ( Maergo) the6 responded eventually saying that package was missing and to contact Saks for a refund. So on December 27th I contacted Saks and their response ultimately was that sorry for the inconvenience but after an investigation they cannot issue me a refund. No further explanation as to why. So if BBB Can get me a refund for my undelivered merchandise, that would be greatly appreciated.
Business response
01/03/2023
The customer's package was returned back to our facility therefore, we are issuing a refund to the customer in the amount of 300.50. The processing timeline is 3-5 business days.
Customer response
01/06/2023
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
12/27/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My order with Saks Off Fifth never arrived, and the promised refund has not been processed for almost two months. The online order was placed at Saks Off Fifth website on Nov 8, 2022, and the order number is *********. Due to some unknown problem, the delivery was cancelled by the carrier, and they returned the package immediately. I have filed several claims to get the refund. All I got was being asked to wait for another **** business days. There was no progress at all. Would you kindly please get my refund issued? Thanks a lot.
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
12/27/2022
Complaint Type:
Delivery Issues
Status:
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.
I ordered a pair of Off white sneakers on 12/21/2022 from Saks Fifth Avenue and was suppose to have next day delivery, shoes did not come on time and arrived on 12/26/2022. also gave me the incorrect size for the shoe. Called and spoke with a rude supervisor who gave me a fake name and said her name was “******” when i asked for it & after calling back i was told her name is actually ******* *, after being told it was nothing they can do after I explained to them that they have the incorrect sizing chart on their website for the shoes that is not compared to the designer web page and that they need to give me the correct size. Instead of coming to a resolution she disconnect the call which resulted in me having to call back and spoke to another supervisor who told me they can put in a request for a appeasement but I’ll only get $50 IF APPROVED. Which i was not. Order number #*********
Business response
01/05/2023
We can confirm that the return was received on 1/3/2023 at our facility. It will take a few days for processing the refund
Customer response
01/05/2023
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:

[You all have not compensated me for the inconvenience which was a birthday gift for someone nor did you all acknowledge that your website has the wrong sizing chart from the original designer website nor the fact that i sat on hold for two hours and got hung up by one of your rude supervisors who said her name was ****** and told me that it’s nothing she can do. . A 39, is not a US 9.]

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

Sincerely,

******* *****
Initial Complaint
12/20/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for a dress on 11-23-22 and never received the package. Tracking updates stopped on Nov 25th. The shipping carrier has admitted that the package is unlocatable. I have contacted Saks by phone 5 times and it wasn't until 12-20-22 that a representative filed a Missing Mail Claim for me. The Claims Department responded: "** ******* ***** *** *** ********** **** ********* **** ****** ****** ***** ********** * ******** ************* ** **** ******* **** ****** ** ****** ** ****** *** **** ** *** ****** ** ***** *** * ****** *** **** ******** *** ************* **** ********** * **** ******* ** ******* ** ****** **** ******** *** ** ********* *** *** ************** **** *** **** ******* *** ********** ************ ** **** ********* ** ** *** ** *** **** *** **** *** ********** *********** **** **** ** ******** ** **** ***** *** *** ******* ******** **** * **** ******** **** ********** **** *** ******* ** ***** ** ***** *** *** ********** ** **** **** **** *** *** ***** * ****** ********* ********** **** ******** ******* They are not going to issue a refund to me. "A thorough investigation" - the only thing they need to investigate is the tracking # which shows I never received the package. At this point I am incensed with Saks Fifth Avenue and will never shop there again but I want a refund for the merchandise I paid for but never received. Order #********* & tracking #*****************
Business response
12/26/2022
The customer was refunded for this order in the amount of $63.51 on 12/22/2022 back to their Visa card. The customer will need to close the complaint with the BBB on their end. This matter is resolved.

Customer response
12/29/2022
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
12/15/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I placed a order with saks for Mackage coat for my daughter birthday it cost $751.24 on 11/10/2022 on 11/11/2022 I tracked my package to check the status and it stated my package was delivered I never received my package I contacted saks they said they said the package was left infront of the door I asked why would they leave my package in the hall way and I live in building with over 200 people and it during the holidays because no one rong my bell saxs told me they would file a claim I contacted saxs for a update they said wait 10 days I waited contacted then again they said I would be getting a refund by Friday and I never got it I called them again they said wait another week I waited again every time I call they are very rude sgd just outs me on hold I asked them to please send me a email proving I would be getting a refund and they did but still I have not gotten a refund I call and ask to speak to supervisors they just put me on hold then hang up it’s so unfair the way I’m being treated I have been calling saxs since 11/12/22 and they have still not sent my refund I will attract the email with order number and email stating I round getting a refund my order # is ********* and the date of my transaction is 11/10/2022 please help me this not fair I keep being lied to by saks members and I’m not getting my refund
Business response
12/22/2022
We have requested the full refund of $751.24 to be refunded to the customer for the missing package. The customer will need to allow 3-5 business days for processing
Initial Complaint
12/14/2022
Complaint Type:
Product Issues
Status:
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.
i ordered a brand new navy coat & got a used green coat after reaching out to them they asked me for photos & said pnce they recive it theyll issue replacement or credit meanwhile they want me to send it back & stay without a coat when its 30 degress where i live i mean what kind of store is this?
Business response
12/15/2022
Should the customer still require the attention of Saks to this matter, they are to reply back with the online order number and the same message for further assistance
Initial Complaint
12/13/2022
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On 11/25/21 I placed an order for a North Face coat (order #*********). When it came in I realized it was too small for my son so I returned it. I had read the return policy and as long as it was returned within 30 days you would be refunded in the original form of payment, I had paid with Paypal. Saks instead sent me a gift card with the refund amount. I do not shop there often and did not want a gift card. I immediately called them and they said they would refund me. Now months and many emails after that I just got another email saying they have refunded me. With another gift card!! I do NOT want a gift card. I want to be refunded in the original form of payment as their policy states.
Customer response
01/07/2023
Better Business Bureau:

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

Sincerely,

*** *******

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ComplaintsforSaks Fifth Avenue

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