Saks Fifth Avenue
reviews and complaints

I purchased a pair of shoes for my wife 3 weeks before our wedding as a surprise to her. When placing the order i specifically requested that a note be placed on the account to require a signature when being delivered. Apparently this was not done as requested because on the day that the item was to be delivered i checked my tracking and was told that my package was delivered. I checked my porch as i had been home waiting for the package. There was no package delivered. I waited for several hours before reaching out to customer service, thinking that maybe the delivery was just running behind. Upon speaking to customer service i was told that an investigation would be made and i would receive a call within a few days. This also never happened. So i placed several calls back to Saks Customer service only to be given the run around by everyone that i have spoken to. I have been placed on hold for hours at a time when requesting a supervisor. Each time which is now 7 times that ive called. I have been told that a refund was processed. This refund was never received. Upon my last call i was told that the item had been returned. Unsure as to how this happened being that ive never received the item nor do i have a location in my City to return the item i was told that further investigation would be made and here we are over a month later and still no shoes nor a refund has been processed. However i refuse to give up. If i have to involve my lawyer than that is the route i will have to take. Needless to say my wedding has come and gone, and although my wife looked amazing. I believe the gift that was purchased for her would have been the icing on the cake.

Due to a computer issue I had to place an online order over the phone. Rep was very "nice"& offered free unsolicited overnight shipping. 3 weeks later when I made a return to a saks store for another item, a fradulant charge appeared. Contacted saks who are aware of a male individual in Chevy chase who placed the order . Saks has a severe breach that hasn't been addressed. They outsource - penny wise, pound foolish. I'm pressing charges. Getting an attorney. Pure negligence on saks's behalf. All this is directly related to the online order I placed. There is no "nice" in saks.
What was once a revered institution, has become a cesspool . Greed begets stupidity and crime.

I went to saks queen toronto store on july 17.2018 with transaction of $2000 cad... There is a promotion event going on.. When you spend $2000 and get back $450. Your sales representatives cheery chen. Give me fake gift card and trying to scams my account. I had reported the issue with your assistant general manager at the saks store in toronto name janet ellis.. Which she promised will give me a conclusion on monday july 23. But when I contact her she saying that she do not have the conclusion at this time.. And I do have all the receipt, pictures of the gift card.. The conversation with the sales agent cherry chen. Which in black and white.. I really hoping some how saks will contact me asap to get this done before i'm looking for legal advice.

Returned item to sfa 38 days ago, 20+ phone calls and still no refund. I got the run around by every one I spoke with being told something different every time I called. Is this what you call great customer service? I have been a loyal sfa customer for 35 years and have never been treated so poorly
Bought shoes on 5-22
Order #[protected]
Shipped back to them usps tracking #9406103699300009243521
Was received back to saks on 5-31-18
Where is my refund? I want it now, I am tired of all lies.

On the day of May 19th, my husband and I went to buy his yearly Summer clothes. It's one of the only times when, he shops for clothes before his birthday. We have been eyeing several outfits at Saks previously, and since we moved into the area, we decided to wait until we had the time to make one big purchase. It was also the pre-sale thus, things were looking good for us to enjoy a great day of shopping. We started helping ourselves then, a nice salesperson named Omar started helping us. He seemed new, unknowledgeable of the merchandise but, friendly. My husband purchased several outfits (over $1500 worth of Saks casual wear and a hat). He also had two pairs of pants altered. Everything was folded into a paper bag. We were told we could pick the items up on Tuesday (5/22), when the pre-sale was over. Well...we arrived on Saturday (5/26) and was told our items were shipped to our home. The issue was... we never gave them our address and paid New York tax! This is what Omar, our salesperson said. We asked for a manager and told the manager that shipping was impossible. He looked into this and they kept us waiting for over an hour... they did not offer any updates, no water...nothing. Omar kept helping other people. By this time, we let them know about our alterations, which we were told would be ready by Tuesday (5/22) now...they said that the pants would not be ready until the 5/29! We were hungry, angry (because they could not find our clothes for an hour) and lied to. Finally after 90 minutes they found our clothes in the ladies department! They handed us the paper bag of clothes (the same bag they held them in) ...with no tissue and his hat was on top getting smashed! The department manager did not even come by to apologize (she saw us and walked away). We were told that they are going to call us and apologize which they never did which is why I am writing this letter. It was pathetic. The only bright spot for the day was the alterations department rushed his pants so, we did not have to go back to that terrible store. I really want to believe in going to stores for service but, online shopping is the way to go...and Saks has truly lost our business.

to whom may concern,

My name is Rogan Tousi, I have a Sax Fifth Ave credit card # [protected].
I was in Tyson's Corner VA Store on November 15, 2017 to purchase a top. My size top that I liked wasn't available in the store, therefore the sales associate ordered one online to deliver to my home the next day, since I told him I am going out of town on nov 17 and need it before I travel. He assured me that I receive next day. By the time I left on nov 17, I hadn't received my order. When I came back after 10 days, I called the costumer service and they told me it was delivered by fedex on nov 17th afternoon, which I was gone by then. They gave me the fedex track number, I called fedex and they told me the same. By customer service advice I went to tysons corner store and explained to the manager. He promised me that he'll follow up and either send me another one or return the purchase amount to my sax credit card. I never heard from him and I couldn't reach him by phone. Again I was advised by saks customer service that I disputed the amount, and I did. After while I received a letter that they denied my dispute and gave my account to capital one. Now, not only I don't have the merchandise, but I end up with the price of $344.50 + the late fee and interest which end up to $412.31.
I don't believe that Sax Fifth Avenue treats their customers this way and its not fare at all.
For many months I am dealing with this problem and a lot of stress. I taught may the Corporate office could help me to solve this matter.
In advance I appreciate your attention to this matter.

sincerely;
Rogan Tousi
cell# [protected]
7523 Bradley Blvd Bethesda MD 20817

I bought shoes for my wedding and when I opened the box my shoes were damaged. I called them and asked if I can exchange them and they said I can't I will have to ship it back and then purchase the sameness ones online. I told them my wedding was in two weeks so I asked if I would get the refund sooner and if the new shoes could come quicker. They said they can't garuntee when I'll get the refund but I should order the shoes and they will cover the expedited shipping for it. I went online to purchase the shoes and they are sold out . I will never be buying anything from this store ever again!

Hi

I have had ongoing issues with Saks
Cancelled orders, mistakes, hours on the phone and no resolution. Finally got a call back from a manager from number [protected], by the name of Karen. She tried to rectify one order and placed it on the phone thru a store. I had no email confirmation or details. I received a phone call from Fedex and they informed me that I need too pay 176$ duties. Which normally to canada are included. Then I spend another hour on the phone. No one hoped me and fedex showed up at my door. I paid the amount but would like to have it reimbursed.
the order number is 9580174
Please help

I went into the Troy MI store for a pair of shoes which they did not have in my size. So the salesman offered to order them and have them sent to my home. Which he also told me I could not use my rewards gift card because the system was down I should have left at that point! Because why are you unable to take a card your company issued to me? Now It has been a week and a half and i have not received my shoes yet, I called the store spoke to two seperate people. The first salesman took my name, phone number, and order number but i never heard back from him. So I called the next day to speak to the salesman that placed the order and was told it looks like my order was shipped, but he could not provide a tracking number. His words " we can not track your order or refund your money unil you have the product and you can bring them into the store for return" well if you dont know where the shoes are how am I going to bring them into the store? Very poor customer service when I am spending $500 on a pair of shoes. I need answers!

I ordered a Moncler barbel jacket online via Saks.com on 9 April 2018. I had a $758 gift voucher, which I used to pay for part of the jacket. The remaining amount was put on my credit card. I then received confirmation email from Saks saying my jacket would arrive in 2 business days.

The jacket never arrived, and so I checked the status online to see what happened to it. I logged into my account and discovered the order was cancelled. I never received an email altering me of this. No effort was made to redeem the $758 store credit that I used to help pay for the jacket.

I telephoned the online customer service on 11 April 2018, and I was told the order was cancelled because of a typo in my billing address when I placed the order. I asked when I would be credited for the amount of my gift card, and I was told that it was frozen and that I must be contacted by the Saks Security department. The woman on the customer service line said it would be 24-48 business hours before they would get back to me.

It is the 24 April 2018, and I still have not been contacted by the Security department. I have since made 4 further calls to the customer service department, and each time they tell me that they cannot do anything. The Security department must call me. I have also sent 3 emails to the online customer service email explaining the situation and received the same response.

There is clearly a breakdown in the chain of communication between the security department and the customer service teams. I am still waiting to be credited my $758, and am not sure what else I can do. This has been a hugely frustrating and inconvenient experience with Saks.

I have filed a dispute with American Express already however, I do want to file a direct complaint for the store as well as the employee that worked with me.

This was Vicky Lynn as well as the Prada department at the San Francisco store.

Here is an accounting of the events as they happened:

1. 2/11 Purchased bag and wallet
2. Salesperson sold me this bag knowing it would look similar to a color I did not like in daylight she showed me (as she said in her email below. It was a "blush" tone)
3. Also knowing this, she did not include this information nor that by walking out the door with the bag on my arm it was a "Final Sale" as she indicates this is the reason the bag cannot be returned.
She also did not verbally tell me anything about this policy and it is
Not what is the policy of Saks states on the receipt.

4. It was approx. 6pm and dark when I left the store walking to the car to return home.
5. 2/12 Less than 24 hours later, the very next morning I called the store because I could not find the receipt and to tell them the bag looked pink,
not tan as it appeared in the store. This was not my salesperson but did say it has a "blush" undertone. I told her I was leaving it on my countertop to
look at in different light before using it. She also said the receipt was there at the store
and they would mail it. I never received it in the mail but did get the emailed photo snapshot of it.
All previous Saks purchases I have made they send me a detailed store copy via email vs. a camera snapshot that is very difficult to read nor does
it include any policy information that I can view.
6. 2/14 I emailed Vicky, my sales person, double checking the information the associate told me over the phone to double check the return policy as I was
going out of town and still did not have the receipt which would have included this information.
7. the email included below is her response saying it is not possible to return as I walked out of the store with it on my arm thereby making it "used"
8. My husband and I were shocked at this response and knew this was not something to argue about via email
9. We had to go out of town and upon our return on 2/19 he went into the store in person to return it.
10 The sales team made a comment that they knew who he was (Vicky lined up the entire store team) and he would not be able to return the bag.
11 After getting nowhere my husband asked for a manager and they did not want to get one.
12. He waited until they did and this person from Saks said Prada itself leases space from them so he has no jurisdiction over them. Our receipt
says "Saks" and also there are no signs indicating this is information. Before he even arrived my husband was furious and this made it even worse.
The manager also told him he would have been able to help him if he wasn't so emotional.
13. My husband left the store with the bag
14. I filed this dispute the next day with Amex. 2/20
15. 2/23 I received the receipt in the mail

We have not encountered anything like this is a very long time. For any purchase let alone a large one such as this we would expect nothing like it. The entire process has been shocking. To make a large purchase knowing I would find out later (the next day) it appears a different color in different light and to then say I'm stuck with it and enjoy it is outrageous.

It is also outrageous that a Saks manager would tell my husband Prada is not part of Saks when they are in Saks and the receipt from them is Saks. As well as to tell him that he could have helped him if he weren't emotional.

This group has a whole system for trying to ensure once merchandise goes out the door it doesn't come back. If this is the issue for them, they should put a sign that all purchases are final, verbally tell people and stamp the receipt final sale and make sure the receipt actually goes in the bag.
This, however, is NOT Saks policy per the receipt we now just received.

This bag is not the color it appeared to be in the store light. I am not happy with it. It is not used and in perfect condition and I want to return it.

American Express is working on my behalf.

This is unethical and Prada and Saks have lost a customer over it.

I am happy to provide any other details via email or phone.
[protected]

Begin forwarded message:

From: Vicky Lynn
Subject: Re: Prada receipt
Date: February 14, 2018 at 5:51:26 PM PST
To: Susan Tarazi

Dear Susan,

I'm so sorry to hear about your concern with the color. Unfortunately, we are not able to return the bag since you wore it out of the store. It's our most popular color behind black. It's the perfect neutral color, and you will only see the blush in direct sunlight.

I really think you will enjoy this piece as it looked amazing on you. You should continue to wear it!

Best regards,
Vicky Lynn
Prada
Saks 5th Avenue
384 Post Street
San Francisco CA 94108
[protected]
[protected]

On Feb 14, 2018, at 5:32 PM, Susan Tarazi wrote:

Hi Vicky,

Just a heads up and I want to double check what the person who I spoke with over the phone told me. I told her after getting out in natural light it still had a lot of pink to the color. So, I've left it on the counter to look at it during different light etc and it just is not growing on me. I was thinking it was more tan / bone.

We are leaving to go out of town tomorrow so I just want to be sure since I don't have the receipt that it is the 30 day return policy unused etc. and when I get back I will come back in.

Thank you,

Susan

On Feb 12, 2018, at 2:07 PM, Vicky Lynn wrote:

Dear Susan,

Attached is the picture of your receipt. Thank you so much for your purchase and please feel free to contact me if you have any concerns.

image1.jpeg

Best,
Vicky Lynn
Prada
Saks 5th Avenue
384 Post Street
San Francisco CA 94108
[protected]
[protected]

Jan-feb 2018; I ordered 5 watches; with gift messages; 3 watches arrived together; with no messages; the fourth and fifth arrived days after one was in a white box with someone's red and green christmas paper still on, but when I opened box not even the watch I ordered! (I needed for gifts that weekend) the other watch was just in mailing box without its proper box... So I call get someone who could not understand! He arranged to have watches picked up, but could not resend the correct watch or one package correctly, I had to return, and reorder! So I do this, only to again receive wrong watch!, I go thru all this again, reorder again get wrong watch...3 times each time a different watch but not the one I ordered; to date I finally get credit for one of the watch, only to have credit given as a gift card! I don't want a gift card I want it back on my account! And this was a gift, both were and the gifts were not given as they kept messing me up with wrong watches, an embarassement; never will I order again, and phone agents were not at all sympathetic or helpful

How is this company still operating? It's a nightmare.
Been with them for several years and they have never been perfect. There always was something wrong and sometimes it extremely irritated. But it wasn't a big deal, so I never paid much attention to it.
I will stop dealing with them after my last order. It arrived in a very poor quality. No one would have enough courage to put it on. It would look too scary then. I contacted them to get their address, they refused to get it back and to refund. To my question why they answered that I had not enough reasons for this.
What? The item that reminds me of crap isn't worth their attention?

I went in to return a coat, I was passed on to two different associates, I requested a manager, the manager told the associate she would researched the item from her system in the back, when she finally did approach me she was super rude (Nora), refused to take my item back, I left the store than was followed by police and told that Nora contacted them and was suspicious because I tried returning a coat. My husband and I are frequent shoppers at this location and I know I didn't deserve the harassment or the poor treatment just because i am African American, I'm going to continue to spread this, until the issue is resolved, I've tried contacting the store manager, they ask my name and than say she is not available, I have also been unable to reach anyone at the corporate offices

August 15, 2017
Order # [protected]
Ref: Returned Merchandise: Armani Collezioni navy coat. $444.40 - 1st time June 26th & August 3rd, 2017
To: Customer Service Department/Distribution Department
From: Yogi Strait

I wanted to let you know on August 3rd I returned Armani Collezioni navy coat for second time. No one followed up with me for 20 days and I am leaving town for a while and wanted to get the merchandise back to you before I left town. I am back in town and I still have not heard from Saks F Customer Service Department and it's been 32 days since I talked to Rochelle for help.

I talked with Rochelle on July 14, 2017, after receiving the above merchandise with a letter stating the merchandise had been worn or altered and Saks F could not issue a credit.
I let her know this merchandise has not been worn or altered by me.
I got back in town late Sunday the 25th to find the merchandise was delivered Saturday 24th at 3:46PM. I promptly returned the merchandise the next morning, Monday, June 26, 2017 in the condition it was shipped with tags intact.
The merchandise was received in poor condition; it was crumpled in the box not on a hanger or in a protected plastic bag or tissue paper. Please see photo for the condition the merchandise was shipped.

I explained to Rochelle I live in Austin, Texas where July weather is in the high 80's - 90's; not coat weather and the merchandise was return promptly with no time to wear the coat as stated in your letter. I assure you I did not wear to sleep.
Rochelle explained after contacting her; customer service on July 14th, her next step would be to email the distribution center with my request to once again return the unwanted Armani Collezioni
coat and to have my account credited for the full amount of $444.40. She informed me she would get back with me once she heard from the distribution department within 24 to 48 hours.

It's August 3rd; 20 days since my conversation with Rochelle and I have not heard from anyone from your company.
I would greatly appreciate your prompt attention in crediting my account for $444.40.
Please contact me to discuss any future questions you may have at 512.422-0006.

Thank you kindly, Yogi
512.4220006

I would like to make you aware of a situation that happened in your location in Beachwood, OH at the Beachwood Mall.

If the situation itself wasn’t bad enough, the way your associates handled it was even worse.

On July 6th, I was in your contemporary denim section. After searching for jeans with no assistance at all, it took me approximately 5 minutes to flag an associate down to have a dressing room unlocked. On the dressing room floor was a pin which I stepped on and it went underneath the nail bed of my toe. I was bleeding profusely at which time I tried to find an associate with a tissue or towel that I could wrap it in. No luck there. I literally went through the drawers in the dressing room and found paper that I stopped the bleeding with. About this time your associate did show up. I showed her the pin that I pulled out of my foot and explained the situation. She stated, “oh yes, this is the room we do the alternations in. She must have dropped a pin” . Yes, I guess she must have. How about getting me a manager? Or a tissue? Or assuring me this won’t happen to someone else?

Upon leaving that day my friend and I both agreed that the level of service in that store has decreased greatly. I doubt we will be back. There are plenty of other places to buy premium denim and designer purses.

Sincerely,
Kim DiTosti

I ordered a few stuff from Saks Fifth Avenue and was waiting patiently but nothing arrived. I contacted customer service and asked them to cancel my order because I did not want to wait any longer and they said that they can't do that because my order was shipped.
I decided to give them a second chance and thought I'll wait a bit longer, but nothing ever showed up. When I contacted them again they agreed to refund me but I did not receive the money. They claimed that they refunded me a long time ago and said that I need to contact my bank.
I lost my money because of these scammers!

I called Saks Fifth Avenue and ordered a belt from them, but the one I received was too small, so I contacted them again and they said that in these cases they don't do refunds and offered me a replacement for a bigger size and I agreed. Weeks passed and nothing arrived so I called again and was told that my belt was no longer in stock and that I have to be patient. Then I said that I can choose another one and that I am ready to pay the difference, but they refused and said that I only can get the same product as a replacement. So I'm still waiting for my belt and have no idea what to expect.

i've been shopping online for over 5 years and i have never ever come across such an appalling online retailer platform. If Saks is incapable to handle the online system yet, then i would suggest you just focus on offline stores. worse experience i had ever to for online purchase: in a nutshell - DONT SHOP IN THEIR WEBSITE, WORST ONLINE PURCHASE SYSTEM EVER, INCAPABLE OF HANDLING ANY ONLINE PURCHASE / TRANSACTION. BAD CUSTOMER SERVICE WHO CANNOT OFFER MUCH HELP. WHOLE STORY: 1. after placing an international order on Saks website, i received a confirmation email from Borderfree, but dont be too happy yet, as that doesnt mean the order placing is REALLY confirmed. I waited for 2 days and still have not received any shipment email, so i called Saks customer service hotline - nightmare began - they said the order didnt go through. probably system error, asked me to try again... therefore, i placed again, and then called them, and they said system error - i went through this whole stupid process for more than 5 times - one of the customer service staff said she was terribly sorry so she'd offer me a 10% discount on my next purchase, so therefore i made another order, then called them they told me i cannot use that 10% discount. i dont know how many times later (and the whole process took me 4-5 days) i can finally receive a shipment confirmation, telling me the order has been placed ---and-- i waited for over a week to receive the parcel. 2. the pumps were half a size too large, and so i have to return it - i emailed to ask for a refund, as usual, no response. i called their customer services, put me on hold for over 20mins, and then they finally put a manager on the line and told me that she just sent me the email for instruction of returning a goods to Saks. i asked her for charges and other details, she said she didnt know anything about return / refund. BAD CUSTOMER SERVICE