Saks Fifth Avenue Complaint - Beware of Saks.com Return Policies
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.