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 nowhere. 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 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 pick up 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 Bloomingdale's 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.
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.
Saks' 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.
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 **. 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.
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, **, 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 her 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, ** rudely said "it's the same" in a annoyed tone and started opening and slamming the drawers. ** 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 ** 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 ** pass, but I just could not take her tone and her dismissive attitude. I simply asked her what her name was. This is when ** 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 then 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, **, 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.
CALIFORNIA -- I have placed orders on Saks.com multiple times. My 4 orders got cancelled without any notice or explanation. I have been waiting for my orders thinking it's coming, just to find out they were cancelled. I have called and asked to explain. They did not know, was told someone from the security department will call me. No one ever did. I called again talked to the manager, he did not know anything and said the same "someone will call you". No one ever did. Again, I chatted with Saks.com CS, and explained the frustration and asked for the corporate office information. They said again "someone from the security department will contact you". LOL. No one ever did.
I gave up! I knew there was nothing wrong with my payments, bank or credit cards. Nordstrom, Macy's, Bloomingdale's don't treat you that way! I can't believe Saks is still in business.
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.
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.
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 0.2 - 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!
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 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.
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.