ComplaintsforSaks Fifth Avenue
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order came with an item missing. After numerous contacts with customer service members who were not well versed in anything resolution came with no replacement and no refunfBusiness response
12/21/2021
Should the customer still need the assistance of our office regarding this complaint, they will need to reply back with their online order so we can further assist. The customer will also need to provide the same explanation of the issue as well in their response.Initial Complaint
12/07/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have purchased on **** ***** ********** for several years, this July 29th I brought items from this company as usual, the order number was *********, it shows the order was delivered on August 4th, but I did not receive the package, and then I checked the front door, mail box and the locker room the same day, no package was there, after that I contacted the customer service to state this station but they suddenly off line from the online chat. So I contacted the online customer service again and they told me to take a survey. after that I received a email from saks that they said according to the information which the ***** provided the package has been delivered, no other detail information like where the package was or the proof of the delivery. Then I contacted them again and they told me they will start a inquiry for *****, and then they just send me the email with the same information that the package was delivered according to the *********. Now I did not still get my package and any update from them and have paid for the undelivered items. Order number is ********* Tracking number is ************Business response
12/08/2021
We unfortunately are unable to honor the request of our customer for a refund based on the information we have gathered from our investigation. The customer can contact their credit card company or file a claim directly with *****.Business response
12/09/2021
Based on careful consideration of the customer's complaint, we are happy to extend the customer a full refund for their order. The refund will take 3-5 business days for processing at which time the customer can view the credit on their American Express statement.
***** ******* * ****** ** *** ********** ********* ******** **** ***** ******
Customer response
12/10/2021
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
12/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an online order with Saks on November 26. I was supposed to receive a $75 gift card with my order but it was not in the box. I've called several times to get this rectified. The customer service representatives are not helpful, and they are rude. I would like my gift card asap or I can return the $600 dress.Business response
12/15/2021
If the customer still requires assistance from our office, they will need to reply back to the complaint with their online order and the explanation so that we can accurately assist the customer in a timely mannerCustomer response
12/17/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I need to know what additional information they need from me. The order is #*********. Please let me know so this can get resolved.
Sincerely,
******* ******
Initial Complaint
12/04/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered an item from Saks and I didn’t receive it. Saks told me the item had been delivered and according to their guidelines they can do nothing about It. The order number is *********Business response
12/15/2021
Our records indicate that the package was delivered to the customer therefore, we are unable to honor a request for refund. Should the customer still require assistance regarding this matter, they can contact Saks Fifth Avenue ****************Customer response
01/05/2022
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]
As a customer , I didn’t receive the product , I think this is not my responsibility hence I reject the response
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* **
Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a jacket, I also requested a signature required to received the package. I received an email saying that it was delivered when I was at work and of course when I got home it wasn’t by my door I went to the mail room where they keep saying packages. It wasn’t there. I sent an email to Saks and they said that they would be sending me a new one but I haven’t gotten it yet and they have not responded to my three emails I sent to them. I called them a few times and they told me that I would have to take it up with Fed Ex. It is not my fault that Fed Ex did not follow instructions it is not my fault that I did not receive the jacket. I should not pay for some thing I do not have. Their lack of customer service is a palling. Please help.Business response
11/30/2021
We can confirm a * ***** signed for the customer's package on 11/17/2021 therefore we are unable to honor a request for refund. The customer can contact their credit card company or file a claim directly with FedExCustomer response
12/01/2021
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]
I have no idea who that person is.. I spoke to my co-op board there is no person living here by that name. I’m not sure why Saks fifth Avenue believes I should pay for a jacket for someone I don’t know. Or why Saks would give it to somebody that the name was it on the package?
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Business response
12/21/2021
Based on further consideration by our office, we are going to refund the customer for the full purchase price and return the funds to their Amex Card. The customer will need to allow 3-5 business days for processing.Customer response
12/22/2021
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. Thank you so much for all your help with this matter. Happy holidays
Sincerely,
******** *********
Initial Complaint
11/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
order # ********* was placed 11/21/21. 11/22/21 email from saks off fifth indicated delivery 11/23/21. i called saks off fifth customer service 11/24/21 and thats where the lies and stonewalling started. i was given three different delivery dates. saks off fifth customer service disconnected one of my calls. they disregard the late delivery date, can't tell me where my package is, and tell me they cant call the courier they sent it with. just unbelievable and ridiculous things to say. they also refused to send a replacement without charging me again for an item i never received and they can't tell me where it is.Initial Complaint
11/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing regarding a Zimmerman dress I returned via mail back in August. The Zimmerman dress was from Order # *********. I shipped the Zimmerman dress in the same box with a white dress from Order #*********. And I used the shipping label from Order #*********. I got refunded for the Significant Other dress but not the Zimmerman dress, so clearly your returns center received the box with both dresses but have been refusing to refund me for the Zimmerman dress. Everytime I call, your reps have been telling me it is my fault for not putting the Zimmerman dress in a separate package and mailing it with the right label and refusing to refund me. I have called Saks at least 7 times now in the course of 4 months and emailed a dozen times. There are two case #s associated now with my lost return Case # ******** Case # ******** I have never had a store (much less a high end store) refuse to refund me for a return I made because their workers lost my return somewhere in the distribution center. I have been blamed by your customer service reps that it's my fault for not mailing the dresses in separate boxes with the right label, but that does not mean that Saks can take my return and not refund my money ($558.03). I've returned items in one box using one label from multiple orders to Bloomingdales and Neiman in the past as well, and they have never lost my return and refused to refund me. It sounds like someone from your distribution center stole or lost the dress and didn't log it as a returned item . It should not be on the customer to eat the cost of the returned item that Saks lost. Please refund me for the dress ($558.03) that I mailed back in August to my Saks credit card!Business response
11/29/2021
We understand the customer's concerns and apologize for any inconvenience caused by this matter. We are requesting for the customer to be fully refunded for the dress from order #********* and this process takes approximately 3-5 business days. Upon receipt by the customer, they then need to close the complaint.
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Customer Complaints Summary
3,380 total complaints in the last 3 years.
1,352 complaints closed in the last 12 months.