Saks OFF 5th
reviews and complaints

We purchased a pair of Stuart Weizman boots in a 9.5 for a photo shoot for my daughter. The boots were delivered and were scuffed up and dirty. The white dust bag looked as if it had been latex out in the dirt and was brown and filthy grey in areas. Unacceptable. I called and was assured this would be handled and not the normal. They would ship out a new pair but of course we would need to pay again for them 🤨I told them she would now be missing wearing them for the photo shoot and that they needed to express them out with Saturday delivery. They agreed to do so and gave her a slight discount for the trouble. They sent us one foot in size 9.5 and the other a 7 😡 on the next paid for order. So now we have paid twice and have two bad orders at our house as we were told to wait for the call rags to be picked up. Nice since we are out the money not them and they don't credit you till defective items that they sent out are returned. I call again and am very angry now as this is ridiculous. Again apologies all around saying not how they do things. Yea right obviously somebody is not doing their job. The second order that came with two sizes came in a completely different style box so not even the correct boot box. There's no way anybody who looked could miss that they were different sizes. I'm assured they will fix it and now offered a $75 gift card to shop again. I ask for the executive offices to call me back as my daughter is in school all day and I want this handled. They take down my number and assure me they will call me back and will ship out the one boot in the correct size. Well guess who they call? My daughter in class. They tell her they will Make sure that there are no issues with the boot being sent out and it will be perfect. Got the supposed perfect boot. What a surprise🤨it's sole has scuffs even, the suede is marked up and their are obviously foot prints in sole of boot. So some idiot actually removed this single boot from a pair and thought to themselves it was ok to send it even though the customer has already had two bad experiences ?😡seriously. We are waiting still to hear what these idiots are doing about this fiasco. Yes I am mad and so is my daughter as we are not talking about some odd brand low end shoe. Obviously there is no quality control and no real service.
Notice the wrong box even is the wrong shoe size.

I bought 2 suits at the Off Saks in Dallas, Texas back in July 2017. These suits cost me $800.00, as it was a BOGO. They were Saks fifth ave. suits made with material from Ermenegildo Zegna. The suit jackets began to bubble within a few months, not to bad at first, but now a large section of my suit jacket is now noticeably bubbled. I had this happen once from a suit I bought with another store, and they took back the suit, even though I had bought it over a year prior, because they knew that a fine suit should not bubble in such a manner so quickly. I contacted Off Saks thru email and never heard back from them. I took my complaint to my local Off Saks and they blew me off, citing the 30 day warranty. They obviously do not care about the quality of product they sell or the damage it can do to their brand. I will personally never shop at Off Saks Again, nor will I encourage others to do so.

I ordered a Bobbi Brown lip palette for $166. I was sent a Bobbi Brown concealer palette that had been used. The box of concealer was stuffed into the lip palette box, so somebody that works there stole the lip palette & just stuffed the empty box with the concealer palette so there wouldn't be an empty box hanging around the warehouse. I called to report this & they told me that I had to return the item, wait 10-14 days for a refund, and if I wanted the lip palette I had to place a new order. I've never heard of a return/exchange/refund policy like that, ever. Based on many reviews I have read online & how many people sent merchandise back only to not receive a refund, I am not returning something that was clearly used when it was shipped to me & be accused of using it & being denied a refund. I asked them to just send me what I ordered and I will return the concealer palette & they refused to do that. I am just going to file for a chargeback with my credit card company. If Off Fifth wants to challenge it, they can. I am not sending this back & wait 2 weeks for a refund and place another order & be out $166 x 2. I am very disappointed. And the customer service rep & his supervisor were rude. There is no written policy for receiving the wrong order. Returning the wrong item I was sent & having to wait 2 weeks for a refund is absurd. No other online seller I have ever ordered from has a return policy like that.

I placed an order October 6 for 6 clothing items totaling 1172.99. I received the package on October 15 with only one item in the box. I called and spoke with customer service four times, including one supervisor. Finally October 28, I was told that they investigated the situation and they have pictures at the shipping center that show the box containing all 6 items and they were shipped together. Basically calling me a liar! At this point I spent 1172.99 and have one item! I had to get my credit card company involved and was told I will receive a credit from them. Seriously thinking of getting an attorney anyway because the company should not be able to con their patrons, take their money and get away with it. Seriously, how may others have they done this too. They must be making a fortune running their business this way.

I was at Liberty View Plaza in Brooklyn NY incident happened on 9/27/18 . I used to like this store, most of my shoes I bought them there but after having a terrible experience today I won't go back. I returned a pair of unworn shoes and the cashier Odeth was super rude to me. To begin with the story I bought two pairs of shoes without the box. When I first bought them the cashier never told me that I needed to buy them along with the box in case of return. Since I decided to keep only one pair of shoes I went in to return the pair I didn't want. Odeth gave me the most aggressive attitude and didn't want to take my return. Of course I complained because I wasn't warned that I needed a shoe box when I first bought them.
Anyways why is the corporation hiding details in the return policy. Every customer must know that you need a stupid shoe box in case you're unsure about a pair of shoes. And definitely associates need a better customer service training. Because we customers are consuming therefore your paycheck is also coming out if our pockets so please train your staff properly so your store can be successful. Since this was my experience I will never go back. I deserve respect and not get yelled at for returning a perfect condition item.

I bought a top from Saks off in Topanga, CA.
The top was in a bad condition.
It was dirty and stained.
While I was checking out I mentioned it and the register and she confirmed that the it was dirty and incase I don't succeed to have the staines removed they are ok with me returning it!
She even mentioned it on my recied.
I went back to return tbe top and amazingly enough the manager said no!
I'm furious !
Now I'm stuck with a dirty top that I trusted thr store and bought for $300!
Please advise!
I am beyond disgusted with the customer service and what the manager was telling me!
He was clearly discriminating and very rude to me ! It was personal.

The Order was a Filson watch The watch was trashed and missing two additional watch bands The people in Central America are non responsive I want a replacement Filson Gift Watch Set but I have to pay 420 dollars to do so.Saksofffifth please send the two watch bands someone robbed out of my order. Date of Order [protected] 09/02/2018 Thanks John Jed Skelton

I personally asked to have 4 pair of shorts and a black tank top to be placed on hold until Tues., Sept. 11, 2018.
The Mgr., Michael assured me this was fine.
I drive 45 miles back to the store as I promised and found all the items were gone.
I am very disappointed in the fact that I homered my part of the bargain and you did not.
Bye-bye Saks!
You don't deserve my business!

I purchased a pair of sandals on Friday. I flew back to the Uk on Friday evening and on taking them out of the box I realised I had two right feet in a size 8. Would it be possible for someone in the store to find the two left feet and I would be happy to purchase them to match the set I have and get a colleague to pick them up? Alternatively, how would I proceed with a refund and sending them back. I will provide a copy of the receipt and sandals.

Thank you so much in advance.
Emma

My name is Darling Amoo and i was in your shop in Skokie blvd in Illinois last Friday when one of your shelves hit my left foot. My foot began to swell and the store manager asked for my name and number and ask that I go to the hospital and someone will keep in tounch. I went to the emergency and I am just recovering from a contusion of my left ankle and foot.
I was very surprised no body from the shop called to check to see if I made it to the hospital and how I was doing. I'm also one of your loyal customers and I'm surprised at this incident.

I just recentlt shopped at the The Farmington Hills Michigan store on Orchard Lake and 14 Mike Road and was not regarded as a paying consumer. Upon getting in line the sales person, (black female, the store general manager knows who the employee is) informed me that she was waiting on a customer who returned to the floor to continue shopping. As the employee continued ringing up the customers items that were on the counter, I was made to stand there and wait while the customer was still shopping.

In dismay as to the employees behavior I could not believe that she would display such poor customer service etiquette.

When the customer finally returned to the counter, I had waited 5-6 minutes she continued with assisting the woman and then when the employee was done, she told me to go to the next register. I then said, "you could have told me to do that and you could had assisted me instead of having me wait while she is still shopping. " The employee made a rude response and called the next customer. A total disregard to me as a paying customer.

I said to her, I am next. She then said I am not going to help you, he will. The general manager came and began ringing up my items.

I told him how I was treated and all he could say was I apologize. I told him I wanted to file a complaint. I asked how to do so and he said he did not know there was no paperwork for him to give me to fill out. As I wanted to document my experience. The general manager did he direct me to this website.

The employee was disrespectful and displayed no customer service skills. She was unprofessional with a disgusting attitude.

She totally disregarded me as paying customer. She did not care that I waited. She displayed a behavior and demeanor that I am entitled to wait for her to service me. Unacceptable.

As a paying customer, I believe that I should have been treated better.

Thank you

Good Day.

Last night May 31st I went in to your Saks off fifth store in White Plains NY.

I felt so uncomfortable. Your store personnel followed me around. None ask for help but everywhere I turned someone was near . My husband and my son later came in to the store and after a few minutes my husband went to the door with my son. I asked him why he was standing there and he said he feels like the people were watching him. We are African Americans and not sure if that contributed to the staffs behavior. I did not address it in the moment because I did not want my 9 year old to have to deal with such an intense situation. Please have a conversation with your store personnel and let them know that a family was pretty offended and will not shop there anymore. However, I will ask some of my friends about their experience in that store

To the Manager Client/Customer Service
Saks Off 5th

I am writing to you today to report an unpleasant experience my husband and I had at 1330 Great Mall Dr, Milpitas, CA 95035. The person serving us at the counter was Deena.

I had recently purchased a jacket online. I was sent a wrong jacket. I read the return label/document to understand your return policy. It was mentioned that there was some deductible for postage/forfeiture of shipping fee. So I emailed to the customer service for full refund as the mistake was on behalf of the shipping department. I got a reply back stating that I will be refunded back the postage/shipping fee once I return the jacket.

I went to the Saks Off Fifth store at 1330 Great Mall Dr, Milpitas, CA 95035 to return the jacket. I paid $90.03 ($74.99 + shipping $7.99 +tax 7.05). The person at the counter (Deena) did not offer/return us any greeting even thoughI greeted her first. When I told her that I wanted to return the jacket, her first response was that the store could not accept the returns because I had made purchase online. I showed her my receipt and return label which said I can return the item at store as well as by courier (FEDEX/USPS). She then said she can accept the jacket but will refund me only $74.99. I showed her my email order confirmation and explained to her that I was sent a wrong jacket and it was not my fault to return an item I am dissatisfied with. At this point she said she can ship the jacket on my behalf to the saks off fifth online store but she cannot give me any refund back. She mumbled something about not wanting to add the jacket to her store inventory and the online store will give me a partial refund.

I asked her that if I return the jacket in the store and she ships it to online store, how can I make sure that I will get a full refund and there won't be any postage/shipping deductible? As a proof of email communication, I showed her the email I was sent by saks off 5th support/service assuring against any deductions postage/shipping. The moment she saw the email, she started accusing my husband and I of double dipping. She actually used the word 'double dipping'. My husband and I were aghast at her behavior, instead of advising us and assuring us about the refund she was made rude comments. She made a show of handing us to another sales associate who was on the same counter. We enquired with the other sales associate (Kathleen Tu - Selling and Service Supervisor) about who the manager was as we wanted to report the rude behavior. At this point Deena started screaming at us that she herself was the manager and that we can't report her to anybody. She also made comments on racial lines about Asians (my husband and I are Asian Indians). She then proceeded to the next customer in line saying that she will help him on another counter, acting as though we were at fault.

My husband and I realized that we won't be helped at the store and we proceeded to leave. Deena stood in our path and screamed on top of her voice, "Thank you for coming in the store. Have a good evening. And by the way my name is Deena". My husband and I were stunned at her behavior. She was standing and talking with another man at that time and fabricating our communication. We are not sure whether that man was customer or a store employee.

We were quite traumatized by our Saks off 5th store experience today. We believe that Saks Off 5th company is based on American values and does not support customer abuse and/or racial discrimination by its employees. The most surprising thing was the impunity by which Deena conducted and directed her abuse towards us as she said "I am the manager and you cannot report me." If the manager of your store conducts herself in this way, what kind of a role model is she to other employees of the store. After much deliberations, my husband and I think that this is unacceptable. Saks Off 5th company should take responsibility for the actions of their managers and we hope that you take corrective actions against Deena and the likes to avoid something like this happening to other customers especially racial minorities.

We are discerning consumers and have shopped in store/online with many companies before and had excellent sales service and if ever dissatisfied with the product for any reason we have been refunded. And here we are jumping hoops to return and get a refund for a wrong item sent to us. It was extremely disheartening that I could not receive the assistance I was politely requesting.

I hope to hear back from you about this incident soon. Please contact at your earliest convenience at [protected], or email me at [protected]@gmail.com. Thank you for taking the time to read my letter.

Sincerely,
Madhavi Naik

I bought a substantially expensive item from Off5th. It cost over $4000. I bought it for a birthday, ordered it three weeks before the birthday. The birthday is now tomorrow 23 working days after I ordered the item. I have called the delivery service Borderfree every day for the last four days. Every day I am told the same thing, they are following it up and to call back in 24 hours. Today I called Saks themselves and asked what they could do to help. I have never been so angry at the service received in my entire life. They were so dismissive, they said they had lost the item and I would get a refund in 14-21 days. I said I didn't want a refund, what I wanted was for them to send me another item the same. They said I could logon and buy another one, I said it would be more expensive because I had bought it within a 24 hour sale and it had ended. I asked if they could honour the price. They said they would, just buy it and contact them after I had bought it. I said great, can you send me that in writing so that I can have some evidence of this conversation and the agent literally said "no way". The conversation went round in circles before he told me if I wanted to complain, I could call complaints and "let them deal with it". I asked for the number and if it was 24 hour and he said no. I asked for an email address as I'm in Australia need to call at 3am to get New York Time and he literally said to me "what do you want me to do, change the entire world's time zone. Just call in like two hours, that would be better for you" In two hours it will be 1am in New York. I am literally disgusted. This amounts to a year's worth of savings for me, I thought shopping with such a reputable organisation would be minimal risk but clearly I am wrong. The whole experience has been devestating and an enormous waste of my time.

I ordered a pair of jeans on Dec 28th. And I recieved the wrong size. I called and they told me I had to purchase another pair and return the wrong size. I did what i was told and RECIVED THE WRONG SIZE AGAIN! I Have called to try and resolve this and customer service is terrible. A manager was supposed to call me and never did. So needless to say I've spent over $100 and still no jeans or my money back. I would like the correct size, but they are telling me I have to purchase another pair. I won't do that! The 1st order # is 5004172. Can someone please contact me!?

Thank you,
Konstantina Moyer
[protected]

I have called saks off fifth no less than 5 times for an order I placed online on Dec 24th. I knew due to the holidays, there must be some delay on the online order. And I totally understood that. However, every day when I checked the order status, it always showed "processed" not "shipped". I called the customer service at [protected] on DEC 24TH, 26TH, and 27TH, every customer service told me to wait patiently. But due to the fact that I would have a long-time business trip on Dec 30th, I had to make sure i will receive the order i placed on time.
Since the estimated delivery was Dec 28th and I used the promo code for RUSH delivery, I would have received it Dec 28th or 29th. So literally I shall not meet any problem regading not being able to receive the item. Untill this morning, I had a feeling that I would not receive my item on time any way. Since i did not get any confirmation email, I called the customer service once again and was told that the warehouse just shipped the item. I would receive the item on Jan 2nd. This is really unreasonable and ridiculous! I searched online and spent so much time to find the discount, aiming to have the great deal.
This is the most exhausted purchase experience I had and I hope not to receive a "simple" apology. Several unhappy purchase experience with saks off fifth made me close the saks off fifth credit card account. This is the most exhausted purchase experience I had and I hope not to receive a "simple" apology. The order number is #4983522.

Thanks,
Jie

I placed my order from Saks Off Fifth Canada. A order confirmation was never received. I followed up with 2-3 emails to [protected]@ and [protected]@ to see if my order was received with no reply. Two weeks later, I received a shipment confirmation email from Borderfree with an amount of $50 than what I had authorized to be charged to my credit card (all in CDN $). I sent another email without response. I then called. The girl was not able to help me and said she would open up an investigation that would take 5-10 days for me to hear anything. As that time has passed, I called to arrange a return of the items I had ordered. The man that I spoke to said there were no charges for returning my items. Upon receipt of the paperwork, I had been charged $18 for "return processing". I called back and the girl failed to listen to me & kept saying that they don't do free returns, contrary to what her colleague said. I then reached out on FB to see if I could get an email that someone would actually read and respond to & a day later and still no reply. This was my very first experience with this brand & I couldn't be any more disgusted. Be very wary, particularly those placing from Canada.

My order is shipped to the wrong address (different from what I had in my shipping address). And I called, they said the courier returned my item to the Saks off 5th warehouse. 3 days later I received an email saying my item is shipped to the 'corrected' address, which is also wrong! I understand this is black friday and there are large volume orders to process. But this is such a rookie mistake. It's unbelievable.

I am beyond disgusted with the customer service and how things are handled with this company. I recently made an order for one product 2 times in which each order got canceled without notification. Nobody seemed to want to help me, and the representatives that did help, never followed up. I have never been so stressed in my life with one small situation. You would think there would be more care as a known company such as saks. Every single representative gave me more false information and got me aggrevated during this whole experience. The jacket I wanted was finally found at a local store, in which I was told to order it and call back customer service and they would apply an additional 20 off my order. Now I did as they say and representatives explain that they can't do anything because it was a in store order. So I was given more misleading information. All day I am dealing with managers in store to different representatives from customer service and nobody seems to help. Its time to get your stuff together, especially during holiday time. I can't believe the experience I have had with saks off fifth. I will never be ordering from your company again and will not recommend to any of my friends like I always did. 20% is the least amount I should've been offered; which in the end I didn't even get that extra discount. I deserve more for this amount of inconvenience.