I purchased an item on Saks.com and they did not deliver the package and they told me that they have delivered the package. When I complained to the customer service after chatting with them two times and calling multiple times, they sent me an email saying that they will review my next shipping and will decide if they want to continue shipping to me!!! They have been extremely unprofessional for a luxury designer store!
ONLINE, ILLINOIS -- Purchased an item online for $158. When it arrived, it had an attached price tag that said $98. Called Saks to ask for the $60 difference to be credited to my account. Three different people refused to do this. Merchandise has been returned, so they lost the sale as well as a customer. Now they're trying to stiff me for the $9.50 return postage. Unbelievable. Saks management: you may think you are "upscale," but your behavior toward your customers screams "flea market."
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.
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.
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.
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.
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.
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!
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.