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Horrible Sales Person At Saks - Armani Cosmetics Counter
Posted by Jessica2008 on 06/21/2008
ORLANDO, FLORIDA -- What an absolutely horrifying experience I had today at Saks in Orlando, FL. I had taken my mom and my two daughters to Saks to buy my mom a gift. My mom had tried the Armani concealer I had and liked it very much. I had some products I was returning at Armani, so I decided to exchange them for some products for mom.

The sales person, Mina, was dismissive and rude from the very onset. She asked what we wanted (Not "How can I help you?") and when I told her, she looked back at here register, where 3 of her friends (not customers) were hanging out and told me she was busy so wait. So we waited. She came back after 5 minutes and without an apology or any acknowledgment of the wait, she again rudely asked what we needed. Instead of trying out different shades for my mom, she said that my mom and I had the same complexion and asked me what color I wore. When I asked her if it would be better if she chose the shade and tried it on mom, Mina rudely said "it's the same" in a annoyed tone and started opening and slamming the drawers. Mina reluctantly and rudely chose a concealer and dismissively tried the concealer on my mother's cheek and without asking if it is all right, said "follow me" and took us to another sales associate at a different counter.

We waited 30 MINUTES there because there was someone else ahead of us. I looked around to see if there were any other counters open, but NO SALES ASSOCIATE COULD BE FOUND. Then Mina came back and again, without apologizing, she ordered us to follow her back to her counter because she was done. That was the last straw. I had patiently waited for over 30 minutes, I had let the rude attitude of Mina pass, but I just could not take her tone and her dismissive attitude. I simply asked her what her name was.

This is when Mina started YELLING at me saying that she didn't do anything wrong and that she can call her manager over. I told her that I had only asked her her name and that I didn't have time to WAIT for a manager. She the started yelling at me saying that I should have been polite to HER! What audacity this woman had yelling at ME when I had not raised my voice at any point.

I did end up speaking to a manager and started to cry from being upset. I feel that my mom and I had been discriminated against by the sales person and that degrading experience, the disrespectful tone of voice of the sales person, the impolite attitude, and the absolute disdain I saw in her eyes still makes me upset. I cannot fathom why Saks will employ such an unprofessional, rude, and vicious woman to represent them.

The manager, Susan, kept saying that she will take care of it and that she was sorry, but I did not receive a formal apology from the sales associate.

I will never again shop at Saks. I will share my horrifying and degrading experience with all and hope that another customer will not fall victim to the high-handed viciousness of the Saks sales staff.

     
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Posted by madconsumer on 2008-06-21:
"I feel that my mom and I had been discriminated against by the sales person and that degrading experience, the disrespectful tone of voice of the sales person, the impolite attitude, and the absolute disdain I saw in her eyes still makes me upset. "

i would like to hear the sales associates side. i found nothing in your complaint that lead me to believe you were discrimianted against.
Posted by Ponie on 2008-06-21:
Thirty minutes? Yeah--sure. And the last day of this month is the 31st.
Posted by ejack053824 on 2008-06-21:
I agree with Madconsumer...there is more to this story then what is being told.
Posted by spiderman2 on 2008-06-22:
The manager apologized to you and said she would talk to the employee. Do you really think a personal apology from the employee would go well? I cannot imagine any manager would want to get into that situation. Also, even though you can't see it, the manager needs to talk to the employee and find out there side of what happened. No one should ever be rude to a customer, but then, sometimes a customer's perception of rude is very interesting too.
Posted by yoke on 2008-06-22:
You had me until you said you were discriminated against.
Posted by Anonymous on 2008-06-22:
I agree with Yoke. I was on your side until that point
Posted by Anonymous on 2008-06-22:
I agree with yoke and lunaan. Also, you received an apology from the management. I seriously doubt you waited 30 minutes, and if you did... well, I wont say anymore because I dont want my comment deleted. Lets just say if you really did wait 30 minutes then your judgement is questionable.
Posted by HeyListen08 on 2008-07-27:
I definitely respect your handling of the situation. You sound as though you had patience throughout. I can tell you for certain, if it were a female relative of mine and they were 1). receiving poor service and 2) believed it to be racially motivated, SHE-the associate- would have been dismissed early on as to not ruin a shopping trip. To the rest of you, why is it so inconceivable to believe the poster was discriminated against? Please take off your blinders and understand that unfortunately there are people WORKING with the general public that attempt to bring their ignorant attitudes and beliefs to work. Sometimes it goes unchecked/unnoticed and in this case, it did not.
Posted by scuba girl on 2008-08-03:
Come on get real ! No salesperson would come up and ask "what do you want" for starters and what salesperson would yell at the customer. If this actually happened why in the hell would you stand there and let her continue ? Oh and waiting 30 mins. another unbelievable tale! You obviously have some issues you need to work out in therapy. Making up stories can be damaging to others in many ways. Karma Karma Karma
Posted by HellenDenise on 2009-09-04:
I recently left Saks in June, (was part of a lay-off situation where many were laid off). I don't believe you waited 30 minutes, and I don't believe you were yelled at, or racially discriminated against. However, that said, I do believe that the salesperson was probably rude, and visiting with friends, and didn't want to bother. I can tell you that this has changed, with the retail climate being in such a state of disrepair. Next time, stick to Nordstrom, where they are known for their customer service. Armani concealor is not that great....there are other lines with just a fabulous concealors.....Laura Mercier, Trish McEvoy, Bobbi Brown, etc. (all available at Nordstrom, and you won't have to deal with the high pressured sales tactics you will receive at Saks or Niemans). By the way, I don't work at Nordstrom, (I did 3 years ago), I am completely out of retail. So, if anyone is thinking I am just here tooting a horn for Nordstrom....NOT. I just know the business all too well!!!
Posted by Anonymous on 2009-09-04:
It seems whenever I step into a Saks or a Nordstrom dressed in my normal, laid back weekend wear, I get IGNORED at cosmetics counters. And if I can get the attention of a sales person, they are huffy and impatient.

I used to wear Chanel cosmetics and I recall being in Saks once while dressed in a typical weekend running suit, hair in a pony tail, etc. I intended to drop about $300-350 replacing old mascara, foundation, etc.

After being ignored for 10 minutes, I walked across the mall to the MAC store, where I was treated properly, dropped a huge wad of cash, and have become addicted to all things MAC>
Posted by LoveToShop on 2013-06-23:
I definitely believe this girls story. The salespeople at Saks are very rude and will only approach you if you look like you're attending the Met Gala. I've gone to Saks Fifth dressed like a bum and I remember that none of their salespeople approached me. In fact, they stared at me with DISGUST. It's actually quite funny because I'm actually a very stylish woman. If I had gone to their store all dressed up, the salespeople would have flocked to me in a matter of seconds. How sad that these people judge on looks.
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Buyer Beware!! Saks Refund Policy Stinks!!
Posted by Marysanbrook on 11/08/2013
ONLINE, CALIFORNIA -- I ordered a pair of very expensive shoes from Saks online for more than $500. (Actually they were on SALE for this price. The original price was more than $1,000.) The shoes were to go with an outfit I intended to wear for a special evening out in Vegas. The first 5 minutes I had them on the straps, which refused to stay put due to a clearly defective design, came loose allowing my foot to slip out the side. I twisted my ankle and the evening was ruined. I assumed that Saks, under the circumstances, would refund my money and take the shoes back. Boy was I wrong. I returned the shoes with a letter explaining what happened and requesting a refund. A week later the shoes were back on my doorstep with a form letter from Saks indicating that because the shoes had been worn and were not in "sellable" condition, they would not refund my money. Fuming, I send the shoes back to them with a more detailed letter stating that yes, as I had said earlier, I did wear them (for about 5 minutes) but that they were clearly defective and caused me an injury and a ruined evening. Once again, they sent them back to me!

I was astonished by this reaction from Saks, a store that I have been a loyal customer of for more than 25 years. I called and spoke to not less than 7 different "managers" until finally I was offered $322, the price they were then attempting to sell the shoes for at that time. Exasperated and out of time, I told them that I would accept that, however, I would return $1200 worth of merchandise I recently purchased from Saks and that I would NEVER shop there again. And I have kept both those promises.

Sak's so-called customer service is a joke and a disgrace. No one should be put through what I was over a pair of shoes that caused so much grief. Saks' high-end competitors would have handled this matter far differently. Nordstrom and Neiman, as examples, would have taken the shoes back no questions asked for a full refund. Shame on Saks.
     
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Posted by clutzycook on 2013-11-08:
A lot of stores have this policy. Nordstrom and Nieman Marcus are exceptions to the rule.
Posted by Weedwhacked on 2013-11-09:
One customer trying to play "hard ball" with a corporation is never going to work.
Posted by Soaring Consumer on 2013-11-09:
If you purchased a product and it was defective you are entitled to a full 100% refund if that is what you desired. Dispute the charge with your credit card company.
Posted by ok4now on 2013-11-09:
$500 for a defective pair of shoes that they refused to take back? Hello, how else could you tell unless you wore them. And only 5 minutes did not wear them out. When a retailer charges outrages prices for a "designer label" they can't offer excuses for a return. Teach Saks a lesson and return their over priced $1200 merchandise.
Posted by madconsumer on 2013-11-09:
proving a manufacturers defect can be very difficult. many companies that sell shoes have this policy, it is best to try them out inside before going outside.
Posted by Aa12421 on 2013-11-09:
You should dispute the charge and write a letter to the corporate office many of these so called managers are on a power trip
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Saks Makes Me Sick
Posted by Sproude67 on 09/23/2013
N CHARLEDTON, SOUTH CAROLINA -- My friend is visiting me from Moscow. This is her second time. Both times she spends most of her days shopping at the local outlet mall for bargains - professional work clothes etc to bring back to Moscow (where the prices are ridiculously high).

On this trip she bought many many items from the Saks outlet, including a few pairs of high end sunglasses. She decided to return one pair of Prada sunglasses. Saks would not allow her to. I think they took advantage of her English skills and just sort of sized her up. Well too bad. I won't shop there again. In Moscow she is a professional woman. Here she was just dressed in casual tourist clothes. I won't do business with a company like that and I am sure she won't either.
     
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Posted by cmthru on 2013-09-24:
You left out why they refused to accept the sunglasses back.
Posted by FoDaddy19 on 2013-09-24:
Per their website they don't accept returns on jewelry and they may consider sun glasses to be jewelry as it's in the same category as jewelry on their website. If that's the case then they were just following their own stated policy.

What was their excuse for not allowing the return?
Posted by clutzycook on 2013-09-24:
What are the return policies for the store? Outlet stores sometimes have different rules for returns than what the regular stores have. It may be written on the back of the receipt or check the website.
Posted by Jennifer on 2013-09-24:
You left out why they refused the return. Usually when people left out such details, there is a reason. I'm guessing they followed their policy and they didn't like it. And just because your friend is supposedly a professional in another country doesn't mean they're going to break their policy for her.
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Poor Service and Dishonest Sale
Posted by Gyl1 on 08/05/2013
ELIZABETH, NEW JERSEY -- My husband and I shopped at the Saks Fifth Ave men's shoe department in the jersey garden outlet. The department was poorly staffed with only one service person. We were interested in a pair of shoes on the shelf with a sale sign clearly marked additional 50% off clearance price. We waited over 30 min for the sales person who lost the shoe box and mistakenly got the wrong size twice. We confirmed with the sales person on the 50% off and there was no dispute since the sign was clearly marked.

When we got to the checkout counter, however, the discount did not ring up. We asked to speak to a manager and waited for another 15 min since the manager was in the bathroom. We asked the manager to honor the discount. The manager and the sales person went to check it out and only the sales person returned and informed us that the discount only apply to a few style but they did not mark the selected styles yet. We were very disgusted with Saks' service and decided not to purchase the item.

We were very disappointed by Saks poor service and failure to honor their own sale sign. It was clearly their inefficiency and poor management that led to the sale sign confusion but they refuse to honor it. The manager did not even have the courtesy to return and explain the mistake to the customer.

We believe this store is grossly mismanaged. We will never return to this store again.
     
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Beware of the SaksFirst card!
Posted by Highly displeased on 09/19/2010
I have the Saks Fifth Mastercard and use it rarely. I've only accumulated enough points to receive a giftcard on two occasions over the past few years (rather than cash back or other rewards, Saks rewards can only be used toward purchases from them).
Both giftcards have proved to be incredibly frustrating to use online. Once a small item is purchased with the points, I've in both cases had to pay the remaining small amount (under $2.75 both times). However, that's where things get tricky. Rather than just putting that small amount onto the Saks Fifth card, they put it onto a hypothetical "SaksFirst" card. This is not a card that I've ever physically had, and then when I try to pay it I've experienced the worst customer service of my life.
Inept chat personnel who don't understand that I want to pay the balance online, but have no way to access the "SaksFirst" account since I have no idea what my account number is (I only have the Mastercard!), etc.
The last straw is a statement that I just received charging me. 02- that's correct, 2 cents, of interest on the $2.67 I paid last month.
I've never paid interest on a single credit card in my entire life up to this point, and although it's a very small amount, this is absolutely the last straw.
I would be remiss if I did not very strongly warn all others against any involvement in this ridiculous store scheme for confusion and grief!
     
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Posted by Alain on 2010-09-20:
After the run around they want interest, too? Time for a different card.
Posted by Mike on 2012-02-12:
Your Saks card number is shown on back of your Saks MasterCard.
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Beware of Saks.com Return Policies
Posted by Tramatized by HP on 08/06/2010
NEW YORK, NEW YORK -- I had purchased a rather pricey handbag, limited edition, from Saks. The bag was scheduled to 'come out' in early July 2010. There had been teasers on the web giving glimpses of the highly anticipated handbag. A handbag blog had been a part of the design process therefore there was a following waiting for the release. The bag was only to be offered from the New York store and available online. Once the announcement that the bag was being offered for pre-order, I did just that. When I received my bag, I did the photo shoot reveal. I had been so excited about receiving, unboxing, and photographing the entire event, I did not notice the damage until hours later. I did the online customer support with Saks.com and that got me no where. I called Saks and right out the gate the CS representative is telling me how to return the bag. As I told her and the many to follow, I did not purchase this bag to return it I wanted it replaced. As this first CS representative was having difficulties in understanding my issue. She did not offer any suggestions other than send it back. Later during the conversation she offered to have FedEx pick up the bag.

Frustrated, I hung up.

I received an email requesting my response to a CS survey for Saks. I made a point as to what I wanted from Saks, first and foremost an apology for sending me a damaged bag. Second I wanted a replacement bag sent immediately. In good faith I gave Saks permission to charge my account, in which they did, for a bag I had pre-ordered sight unseen, in good faith they should replace the damaged bag they sent me.

I decided to call Saks again to discuss the issue and the CS rep, and without prodding, she said, Oh yes Mrs. SoandSo, I understand I am sorry, I can send out FedEx to pick up the bag and will have a new bag sent to you. She said she would contact the warehouse to make sure that my new bag would be perfect and would Friday for the delivery be alright with me. She mentioned that the cut off time for FedEx was 2:00 and it was now 3:00, the earliest delivery would be Friday. Of course I agreed. She gave me a confirmation number.

Thursday, just like she said, Mr. FedEx came to pickup the damaged bag.

So it is Friday. No handbag. I called Saks, they said no bag because there was no ordered placed. I asked for the manager and asked how I could be told that a delivery was scheduled for today when the bag was not ordered. So now I have a $700 charge, no bag, he said that the credit would not be applied until after the bag had been inspected by their return department and if the bag passed this inspection they would credit my account.

I returned the bag because it was damaged and Saks CS, is telling me that they can refuse the return because of condition. I asked for the guidelines and he said he did not know them. I asked for the Manager in charge of returns - He tells me that this information was internal and he could not give me the name of the person.

I reply so what happens if you refuse the return. He said I could call Saks to discuss the matter.

How would I know if they refused the return? He said they would return the bag back to me.

And how long will this take, you having the bag and my money. He said once they received the bag in warehouse, the people who review the return have 5 to 7 business days. Then again will they return it via snail mail so I would not know the outcome for possibility three maybe four weeks?

Will they call? His reply, no, they will just return the bag, you can call once you receive it.

So I asked him, I am returning the bag because it was damaged when I received it and you are telling me that Saks can refuse the return because of the damage? I did not receive a reply other than they can refuse to accept a return.

So here I am, out $700, no bag with the possibility that they will return the damaged bag that I refused. No apology, no money, no confidence that if I reorder the bag that it will come perfect, then having to pay for the bag again I would be out $1,400 and still with the possibility that Saks will not return my money but return a damaged bag.

I say - Buy Nordstrom! Buy Neiman! Buy Barneys! Buy Bloomingdales and Goodbye to Saks.

Let Saks continue to fail, it is not the fault of their customers but the fault of Saks not having faith and threatening the customer with refusing a return from damaged goods that was the result of their staff.

Enough is enough.
     
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Posted by Anonymous on 2010-08-06:
"When I received my bag, I did the photo shoot reveal." What does this mean?
Posted by Anonymous on 2010-08-06:
It's hard to imagine bloggers following the unveiling of a new handbag, lol. But, I agree, you received very poor customer service from Saks...and from what you were told, I'm betting you're going to receive that bag back and Saks is going to claim the damage was caused by you.
Posted by tramatized by HP on 2010-08-07:
A photo reveal is it's coming out, it's introduction. A photo is taken of its delivery box, opening the box for the first time, revealing the contents (I had mine gift wrapped, so I took a photo of the gift box with the bow and card), the first sight, interior and exterior shots along with modeling the bag to show how it drapes or keeps it's shape. Photos are posted on the web during the process to share the excitement of the new bag with other posters. These are potential customers, who may be waiting for their bag, or those who may be considering purchasing the bag. Saks should consider this free advertising as this bag in particular, is only offered through Saks.

Handbags are a very personal thing to a large percentage of women and when you consider the cost and how each bag is handled, never in rain, never on the floor, contents are removed and are repacked to retain their shape before stored in their sleepers (dust bags). Saks being a major distributor of high end merchandise should understand the mind of its consumer and understand that receiving a damaged bag is deplorable to the recipient.

Would you accept delivery of a scratched major home appliance when you paid full price?

When the price of a handbag is comparable to a high end dishwasher or refrigerator, the handbag better be perfect.

Thank you for your comments.
Posted by Alain on 2010-08-07:
I always learn something new here. Thanks, HP!
Posted by oldisgood on 2010-08-07:
I can't understand $700 for a bag, but obviously you can afford it, so go for it. Please keep us informed as to the outcome. You are right - you are giving Saks a lot of free advertising and they certainly handled it badly.
Posted by MRM on 2010-08-07:
It is her god given right to keep up with the Jonses. To the OP, go on wit your bad self.
Posted by oldisgood on 2011-11-29:
I rather buy bags from Goodwill. $1 bags are the best. :) Any higher than that is overpriced, imo. :)
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Watch Out For The Saks World Elite Mastercard
Posted by Viviansky on 05/25/2009
I had the SAKS world elite Mastercard since June 2006 and canceled the account in August 2008.

In March 2009, I got a billing statement showing that I was charged $60 by "priority pass" for a service I "used" in January 2009. I couldn't believe it. My card was charged 7 months after it was canceled and destroyed??!! I tried my best to dispute the charges. After 20 emails (every time I emailed I would be automatically assigned a different case number and nobody ended up getting back to me, ever) and numerous phone calls that led nowhere (some representatives promised to call back and not a single one did), I started to give up. They sent me two emails, trying to "friendly" remind me that if I don't pay, I will be responsible for financial charges and late fees. So I ended up paying.

I was naive enough to think that was the end of it... Not a chance. In April, I got another statement. This time, I was charged $90 by "priority pass" on this supposedly already canceled account. I was furious. I called and disputed. They made me wait 5 hours on line (thank god, I had enough rollover minutes with AT&T), kicking me back and forth, from dispute department to fraud department to customer service department then to rewards department. I had to explain to every person I talked to what happened and no one could offer me an explanation as to how the charges went through. I talked to at least 5 supervisors and 6 customer representatives and finally got hold of somebody who promised me she would reverse the whole $150 charges as a "courtesy".

$90 charges were reversed the next day. I am still patiently waiting for the $60 charges to be reversed, if ever. This is by far the worst worst experience I have ever had with a credit card company. So guys, if you are reading this review, please please stay away from SAKS world elite Mastercard.
     
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Posted by Soaring Consumer on 2009-05-25:
I think the main issue is this - they never closed your account in the first place.

They owe you a full refund for all of the fraudulent charges that you never would have even faced had the card been closed when you told them to do so. Keep at them for the rest of your money back.

You might want to file a complaint with the Federal Trade Commission as well, so it is on the record.
Posted by viviansky on 2009-05-26:
Thanks, soaring consumer. I can still log into the account online and it shows that the account has been closed. Everybody I talked to agreed that the card was canceled in August 2008 but they also insisted that I am still responsible for the fraudulent charges.
Posted by Anonymous on 2009-06-18:
Not a surprising story. You should read my review on this card -- just search Saks it is from like 2008 or 2007 I think I posted it. Their Customer Service for the Saks MasterCard is horrible. No one is empowered to make a decision, they always transfer you, never called back, mistakes, ignorance -- I cannot believe HSBC pays these reps.

I will say that surprisingly Priority Pass is allowed to send charges months after the visit and transaction date. Why are they exempt from the 3 days rule -- merchants are supposed to batch their receipts and send them to their processor within three days! I had half a mind to dispute some Priority Pass charges that I got as they were from so long ago I don't recognize them and would have claimed them as not me. That relationship is not in tip top shape.

Just a disaster of a customer service department. Don’t they have goals, directives and a desire to be successful?
Posted by HellenDenise on 2009-09-04:
I was just laid off from Saks in June, as part of a company wide lay off program. I just wanted to let you know that employees jobs are on the line because of this stinking card!!!! Employees have a quota to make, and if this quota is not made, it goes against them on thier reviews and is used during the lay off process. Employees will tell customers ANYTHING to get them to open a Saks credit card. I had my goal in, and was still laid off (politics....I was WAY TO OUTSPOKEN!!!). Don't open credit cards people.....listen to Dave Ramsey.....pay cash. That's all I have to say!
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Beware Of Online Shopping With Saks!
Posted by DrKatkja on 03/05/2009
I had an absolutely miserable experience shopping with SAKS ONLINE. I purchased multiple items for the holidays, and practically the entire order arrived in deplorable condition. Items were missing from the order, Items were damaged, I cut myself on broken merchandise when I reached in the box, and there was so much packing paper in one box it could stretch the length of a house. When I immediately contacted SAKS, they were as "nice" as could be. After a few weeks, I was contacted by a SAKS representative who stated that they were not going to pursue my "claim" because I was a fraud! When I told them I took photos of the damaged merchandise and my cut hand and fingers, they asked me to send them the photos, which I did. I was called back and told the photos were "doctored"...it was not SAKS merchandise nor blood! They closed the case. I am actively pursuing a dispute with my CC of record and SAKS is fighting the dispute. SAKS never asked me to return the damaged parcels; never offered me a refund, store credit, replacements, nothing! Three months after the fact, I arranged with a SAKS representative to send back ALL of the parcels, since my CC wondered why I did not "return" the parcels.

I explained that SAKS cut-off all communication with me and the boxes of garbage were still sitting in my house. I sent back the disgusting, opened, melted food, broken, bloody (from my cuts) merchandise, empty parcels and all. I have never experienced such inefficient and incompetent service, or lack thereof. At this point, I am stuck with a very large bill and two items that arrived intact. I am not going to be stuck with this huge bill and two items, the cost of which do not even come close to what I spent. I am hoping that my CC company will assist me in resolving this issue, and SAKS will own up to its embarrassing and shameful customer service, as well as its completely horrible packing and shipping. I seem to have no recourse than complain, complain, complain, especially since I have no clue as to what SAKS will do once they receive back their garbage of an order--packed and shipped by SAKS.

It is outrageous that a company of this alleged caliber would attempt to pawn off the merchandise that I ended up with. More disturbing is that so many items were missing--and they want ME to pay for their incompetence? Unbelievable. I suggest anyone shopping online, especially with SAKS, be very aware and keep records of everything.
     
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Posted by Soaring Consumer on 2009-03-05:
If you lose the credit card dispute, sue in small claims court.
Posted by DrKatkja on 2009-03-05:
Thanks! Can you believe that was suggested by the CC dispute department before they even opened the dispute! Person even suggested I make a "claim" with shippers. I had to remind the CC that the VENDOR is the one who MAKES THE CLAIMS. Dispute is open; CC wanted me to take the melted, crushed, disgusting (cold packs exploded in box--what a MESS) candy to an "independent source like a bakery or candy shop" and have that source write a letter that the stuff I had was not "edible." The CC would not accept photos. I was so ticked that the stuff was still here and had to track down someone from SAKS (they would not respond to ANY of my communications phone or email), have my spouse call so they would "talk," and arrange for SAKS to finally have a carrier pick up their garbage. CC stated that was a requirement--me to return merchandise--fine, did it even though SAKS never "wanted" it back! I thought the CC was supposed to assist me in these matters, and yes, I commented that if they were not going to assist me, they might see me on People's Court. Now SAKS has the damaged parcels; however, I took several dozen photos of everything so I at least have something.
Posted by BokiBean on 2009-03-05:
It kind of boggles the mind that SAKS would take the position that you would order something, pay for it, take pics of the mess it was when it arrived and then "doctor" them so that they could claim fraud on what is a simple refund to your credit card. Shame on them.
Posted by DrKatkja on 2009-03-06:
Thank you! I really appreciate all repsonses--this has been an absolute nightmare. When I first complained about this abominable order, "Customer Service" could not have been "nicer." Then I receive a call and the rep. was so non-chalant stating, "You claimed that you threw everything away, and our investigation reveals that you are a fraud therefore it is not our fault." Before this person could hang up on me, I was like--"JUST A MINUTE!!! First, I have the majority of the items right here...and I've taken photos of everything!!!" She said, "Just a minute," came back on the line and said her supervisor wanted me to send the photos, which I scanned and sent to them. Two days later, another rep. called and said that they received the photos, the blood was "betatine" and "it was not a Chanel bottle"!!! That was the END of the convo.! I had taken photos both with a digital camera and a regular camera, so I have dozens of photos. I guess I "faked" the cuts to my fingers and hand, too. I was totally stunned, and I actually re-cut myself several times on my fingers when I had to take more photos of the broken Chanel bottle! The candy that was delivered arrived with both cold packs inside exploded--there was "goo" everywhere, the boxes were stuck together, the candy was in pieces, melted, and absolutely disgusting. Of course I was not going to EAT it! I was like, "haven't they ever heard of product tampering???" C'mon! Another box of candy they shipped contained candy that again was melted and broken apart in chunks and looked like something might have nibbled on it! Give me a break! In one of the large boxes shipped, the box arrived somewhat crushed, there were so many items missing from the parcel I asked if there was another parcel being shipped--they never provided an answer. When I went through the box, it was full of so much packing paper, it could stretch the length of my home; everything else was tossed in the box; several smaller boxes were empty and stuffed with packing paper; jewel boxes were opened, broken, and empty; a box that was supposed to contain a small ceramic dish was empty and when I reached in the box, I sliced the side of my right hand on a sharp edge of the completely BROKEN dish! I was not bleeding profusely, but enough that I smeared blood on some paper and the box. When I opened the purse-sized Chanel bottle, I pulled apart the black container and shattered glass went everywhere and the parfum went all over the box, on me, and stung the h@!! out of my fingers and hand because I was stuck with the fragments of glass! Again, I did bleed all over the Chanel box and smeared it trying to wipe it off. A box of spices they sent was also crushed, and when I opened THAT box, spices went all over me and the floor! My room STILL has the stench of Chili spice and Chanel. UGH. I am still finding shards of glass on my floor. My CC company has not been very helpful and I have been jumping through hoops filling out required paperwork, responding to SAKS' rebuttal that "Items were delivered, photos provided, merchandise not ours." And this from a "SAKS MERCHANDISE SPECIALIST." Now I am gravely concerned because I finally tracked down someone and had to have my hubby call because SAKS blocked all my emails; when I would call to arrange for SAKS to take back their garbage, I would be sent into a phone loop and disconnected; I finally arranged for them to take back their crap--even though it IS a biohazard to send bloody items through the mail...they did not seem to care one way or the other, but they now have the broken merchandise, empty parcels, everything. I do not take much stock in their "merchandise specialists." My CC will not accept photos, instead they wanted me to drive around and find someone to look at the garbage food items and have them write a statement that the "food was not in edible condition." Really! SAKS should be ashamed of themselves for their unprofessionalism and their horrid treatment of a consumer. Additionally, that they sent such dreck is amazing. It really looks like they took it out of the garbage and shipped it--and when I complained they cut me off and expected me to keep it AND pay for it! I guess they are attempting to "save" their bottom line. Thumbs down to SAKS in every way.
Posted by BokiBean on 2009-03-06:
To me, none of these details matter, although I understand why you are indignant about it. Saks should be bending over backwards to accept a return and credit your card without explanation. Done deal.

I used to use Saks mail order and that was their policy then...sounds like they have changed and not for the better. Betadine indeed...rubbish.
Posted by DrKatkja on 2009-03-06:
Thank you, and you are absolutely right. I just received a phone call from SAKS, who received back all of their garbage--They have went from "merchandise received, merchandise not ours," to "you have had similar problems with other merchants and we are going directly to your CC to recover our funds." First, they would not provide me with these "other four merchants;" second, and again, this is perhaps irrelevent, I am in business and I live in the boonies--I make literally thousands of transactions a year both business and personal and have extremely detailed records for all transactions, good and bad. When I contacted my CC company, they stated that they had reversed the SAKS charges and if SAKS comes directly to them, as they indicated, they will deal with them. I KNEW that SAKS would pull something like this. They get back their stuff and STILL will not admit that they screwed up! And you are correct...Betadine??? Really, they give me too much credit!
Posted by BokiBean on 2009-03-06:
Glad your credit card is backing you! Dump Saks, they sound cuckoo.
Posted by IComeFirst on 2009-12-30:
I love shopping at Saks Fifth Avenue. The store always displays their merchandise in a lovely way and the sales people are professional, helpful, and courteous. They seem to come from the school of "The Customer Knows Best and Comes First." I don't mind paying a little more for the luxury of shopping where clothes are neatly hung, aisles are clear of junk, and sales help were not raised in a field. However, Saks Online, just like Bloomingdales On Line, Macys On Line, Lord and Taylor Online, and even Neiman Marcus On Line is NOT THE SAME THING. Haven't you all figured that out yet? On Line shopping has a few of the items the store carries but you're mainly paying for outlet store merchandise, dated merchandise, or merchandise the store cannot move. You rarely get the sales price offered in the store and it's just not the same. Savvy shoppers already are hip to this.
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PLEASE READ TO CONCLUSION THE RESOLUTION OF MY NEGATIVE REVIEW
Posted by Jkayb on 02/21/2009
SAKS.COM -- Having been a Platinum Saks First customer for years and having always been treated very competently and graciously by my Personal Shopper as well as other members of the staff at my local store in Naples, Florida, it was with a great deal of regret that I cut up my card yesterday. Yesterday evening I attended a small dinner and found that 3 out of the 5 other female guests had had their own unpleasant experiences with Saks lately and are shopping more frequently at other stores, particularly avoiding the use of saks.com! I myself had spent the majority of my afternoon trying to right a situation exacerbated by the complete and arrogant incompetence and crass behavior of a phone "manager" by the name of [snip]. Mind you, as a petty aside, I must mention that Saks should take care to find people who use correct grammar. The phone staff could not even locate a purchase I made until I walked them through their own order number.

This company is cutting corners by changing policy without notice and refusing to grandfather purchases made before these unannounced change. Attempting to contact further recourse goes no further than reaching answering machines in NYC.

I have never written a complaint about ANY MERCHANT OR SERVICE. I do now as I am greatly disconcerted. I and my extended family members and friends have been loyal customers. I would bring catalog pages of handbags and shoes from other stores in order to purchase through Saks.

I must wonder if they are under new management. I wager that Saks, too, will soon be among those fallen companies. They should take a lesson or two from Costco and those companies which still realize that their very survival depends upon their customer service!

In an economy where people are more reluctant to spend casually we are not willing to accept such shabby treatment. I expect at the very least a courteous effort. I treat people respectfully in every circumstance and do believe that I deserve the same.

I moved from Westport, Connecticut and am reminded of the success of
     
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Posted by Anonymous on 2009-02-21:
They are closing 220,000 stores in many chains. Saks is one of them. Poor customer service and this economy seems to be greatly affecting many stores.

http://finance.yahoo.com/tech-ticker/article/yftt_187534/Get-Ready-for-Mass-Retail-Closings?tickers=sks,%5Egspc,jwn,tif,zlc,jcp
Posted by Nohandle on 2009-02-21:
Agreed: As consumers, we can profit from the experiences of others. What happened at Saks? I don't think you ever stated the problem, but if you did I missed it. What policy did they change?
Posted by jkayb on 2009-02-22:
I updated my review. Thank you for your comments. It would be heartening were companies to heed customer comments and reviews. I believe we all want to see businesses survive and thrive.
Posted by jkayb on 2009-02-24:
PLEASE READ. SAKS VINDICATED ITSELF!!!!

My husband received a phone call from Customer Service. The young man who phoned resolved the ENTIRE problem to my satisfaction. He will locate the missing pieces, accept the merchandise and credit my account. He was charming and reiterated the Saks Fifth Avenue professionalism and attention to customers I had come to expect and for which I have always been so appreciative.

I am relieved and truly thrilled. I was feeling very disappointed, sad to lose a resource I had used for so long. I am so proud that they have vindicated themselves. Bravo, Saks! Thank you for justifying my faith in you!!!!
Posted by Keycheck on 2009-03-23:
Saks Credit Card Approval Process. With today's economic environment, how does such a large retail establishment like Saks drop the ball on approving credit to applicants with outstanding credit backgrounds? After being turned down by Saks, I paid an online Agency Fee for my Personal Credit Report. I was in the high Excellent Category! Not 1 late payment or overdraft in 25 years with any of the 25+ banks and institutions listed. Yet Saks turned me down! When applying, a woman on the phone from their Credit Dept. asked questions like- What color was your Lexus? I owned one 10 years ago. - When was the last time you saw Karen F.? I later found out it was an ex-sister-in-law's previously married last name. They must not have liked my answers. Shouldn't a Company as large as Sax have a more professional and accurate approval process?
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Treated Unfairly
Posted by Mjane on 09/03/2008
I am a professional young woman, a national sales manager for a high end home decor company. I have to dress nice and professional for my job. Saks Off Fifth was my favorite place to shop for basics. I usually get a couple of things and go home to try it on with my own shoes etc. Anyway, I got home with several items that I had purchased and on this particular trip I decided that I really didn't need another black dress.

So back to my local Off Fifth store for my return. On this particular day I was working from home so I am in my Juicy Sweats, glasses and no make-up. I pulled out my receipt and was ready for my return however I was greeted by the most unfriendly and mean sales clerk that I have ever seen and I shop a lot! She looked at the dress and immediately accused me of wearing it and trying to return it. I was stunned, I had never done that before although I know it happens, and didn't know what to say. She claimed that there was makeup on the dress, kinda hard to see that on a black dress, and that there was deodorant on the bottom of the dress and in the armpit area.

I was staring at the dress and although there was a little deodorant on the bottom (there was no zipper or buttons on the dress so it had to go over your head) I couldn't see any in the armpit area. she said that it was unacceptable and could not be returned because it looked worn! I argued for a minute but I was so embarrassed that I left the store, got in my car and called the store manager. She backed her up without even asking me to come back in so she could look herself. Once I calmed down and got home I took another look at it there is nothing wrong with the dress.

I don't know why she accused me of this all I know is I have never been treated this bad in my life. I have spent thousands of dollars at this store this year and out of all that maybe returned 2 things this year. I can understand if I was in there all the time buying things and returning them but 99% of the time I keep what I buy. What is the world coming to. Maybe she should get a job where she is happy because obviously she isn't.

They just lost a loyal shopper, I hope it was worth it!

To respond to a couple of comments on my post,
1. I did try the dress on in the store and again at home, and it doesn't matter why i decided to return the dress if the tags are on it, i have a receipt and i return it in 30 days i have the right to return the dress.
2. I don't think that there is one women out there that hasn't gotten some deodorant on a garment when trying an item on. If you haven't then you don't wear any because even the "little black dress approved kind" still gets on clothes.
3. The amount that was on there you would have needed a magnifying glass to see it. I did not mishandle, damage, or wear this dress before returning.
4. I do not think that i am "privileged" i work very hard for what i have and it shouldn't matter how i look everyone should be treated fairly. This is a factory outlet store not Saks Fifth Ave. This is where the clothes that didn't sell within the season go. Grossly enough most of the clothes have been tried on so many times at the store level then the factory level it is hard to believe that they could be that strict.

     
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Posted by spiderman2 on 2008-09-03:
She could have been nicer, but you did damage the dress by getting deodorant on it. Would you want to buy a dress with a deodorant stain on it?
Posted by moneybags on 2008-09-03:
The deodorant may not be yours. Clean it up with a BARELY damp cloth, dress up, put on makeup and try to return it again. I find Saks to be very snobbish.
Posted by yoke on 2008-09-03:
Where the tags still on the dress?
Posted by tnchuck100 on 2008-09-04:
Just the tone of this post gives me the impression that you consider yourself "entitled". Yes, Saks is upper crust. Apparently you are as well. If you and the salesperson were to reverse roles I feel you would have treated her the same way you were treated. If you enter a store like Saks looking like you couldn't afford a meal at McDonald's trying to return a dress that appears to be way out of your league they are going to scrutinize this closely.

Like spider said, they won't be able to re-sell the dress after you have stained it.
Posted by Anonymous on 2008-09-04:
Sadly, a large number of people 'buy' clothing for weddings, funerals, parties, etc. and try to return them after wearing them. The clerk has a duty to the employer to accept only returns which are 100% re-sellable...no matter how much money the customer spent there in the past. The dress didn't meet their criteria for returns. Try to clean it up and try again. This time, show the dress to a member of management for an 'official' opinion. Good luck.
Posted by yoke on 2008-09-04:
I'm not a Saks shopper so I was wondering is Saks Off Fifth the same as Saks 5th Ave?
Many hi-end stores do not allow you to return items if the tags are off.
Posted by Principissa on 2008-09-04:
If I'm spending big bucks on a dress to wear to a formal occasion, and I'm going to a store like Saks, you bet your sweet butt I'd be mad if I got someone else's deodorant stains! If you need to return it that badly, wipe it off with a baby wipe or a barely damp cloth, dress up nicer, and then return it. It is disgusting when I go to try on clothing and I see a deodorant stain or animal hairs on the clothes.
Posted by Anonymous on 2008-09-04:
Why didn't you try the dress on at Saks? Why did you try it on at all, only to decide you didn't really need another black dress? I too want to know if the tags were still on it.
Posted by Anonymous on 2008-09-04:
Princi - I'm fine with animal hairs in new clothes. It's finding someone else's 'short-n-curlies' in something that will gross me out.
Posted by Principissa on 2008-09-04:
Ghost that is disgusting! I would probably end up going home to shower if I didn't notice it until after I tried it on. I usually don't try on things like bathing suits or lingerie in the store, I know my measurements and usually end up getting the size that goes by them, take the garments home and wash them. I just refuse to try on those things because of who may have tried them on before me.
Posted by thensider on 2008-09-04:
Yoke-Saks off Fifth is an outlet for Saks 5th Ave.
Posted by Anonymous on 2008-09-04:
Yep...beyond disgusting. I think I told you about my staffer buying a kiddie-potty at Wal Mart, taking it out of the box...and finding a 'free gift' in the bowl, left by an unknown youngster.
Posted by Principissa on 2008-09-04:
That is nasty!!! My step-mom worked for a popular retail store (rhymes with bowls) in the fitting rooms and the things she would tell me seriously makes me never want to try on clothes again. I too had a nasty surprise with an item out of the box. Not near as bad as a baby ruth in a kiddie potty, but we got a food processor for a wedding gift, took it out to use it, and found moldy carrots stuck to the blades. I was beyond disgusted. I learned really quick to open the boxes in the store to make sure it wasn't used before buying it.
Posted by Anonymous on 2008-09-04:
Yuck! Moldy carrots in a food processor. I'm not easily grossed out. But, walking through the produce aisle at the grocery and seeiing toddlers happily "Booger Mining" and then handling the produce and fruit makes me gag.
Posted by Principissa on 2008-09-04:
That's why my kids are not allowed to touch anything when we go to the store. They are each read a riot act which includes no meat poking, fruit touching, or veggie touching. Violators will be subject to losing television (if there is a movie we are planning to watch), loss of favorite toys, and/or loss of allowance. Each touch is followed by a smack on the hand and a stern warning. A warning I only give once. We don't have a three strike your out rule in this house, you either listen, or you get punished. :)
Posted by Anonymous on 2008-09-04:
Princi, if more parents raised their kids the way you do, we'd be in a much better off place then we are right now with all the problems with our youth.

Nothing irritates me more than hearing the mom or dad yelling at their youngster in the store to stop touching or to stop throwing a tantrum, only to count to 3 and then when that doesn't work, offer to buy them something if they quit.
Posted by Mjane on 2008-09-04:
To respond to a couple of comments on my post,
1. I did try the dress on in the store and again at home, and it doesn't matter why i decided to return the dress if the tags are still on it, i have a receipt and i return it in 30 days i have the right to return the dress.
2. I don't think that there is one women out there that hasn't gotten some deodorant on a garment when trying an item on. If you haven't then you don't wear any because even the "little black dress approved kind" still gets on clothes.
3. The amount that was on there you would have needed a magnifying glass to see it. I did not mishandle, damage, or wear this dress before returning.
4. I do not think that i am "privileged" i work very hard for what i have and it shouldn't matter how i look everyone should be treated fairly. This is a factory outlet store not Saks Fifth Ave. This is where the clothes that didn't sell within the season go. Grossly enough most of the clothes have been tried on so many times at the store level then the factory level it is hard to believe that they could be that strict.
Posted by Principissa on 2008-09-04:
I know, it frustrates the heck out of me too! Good gravy, discipline the child already, there is no excuse for parents letting their kids walk all over them. It's okay to punish them.
Posted by DrKatkja on 2009-03-05:
That is absolutely outrageous! They should have refunded your $$$ no ???"s...you had your receipt and SAKS is a supposed "high end" store. If you read my complaint about SAKS, it seems to be that SAKS FIFTH AVENUE has a BIG management and policy problem. They probably did not like the way you "looked;" mentioning you were basically "casual"! I have been attempting to find other complaints regarding SAKS to check if I was the only one with a problem--one of the most noticeable complaints are from consumers of color who go in the store, and are ignored or followed by security. This store loves TAKING the consumer's bucks, but when they screw up, or you want to return something, they become extremely unfriendly.
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