Saks Fifth Avenue
reviews and complaints

On December 14, 2022, I placed Order #[protected] for a Spanx

Better Base Long-Sleeve Crew Neck T-Shirt. This item was a Christmas gift for my son's girlfriend who was spending Christmas with us. The item was delivered on December 20, 2022. Upon opening the item, I was shocked and dismayed that it was not the t-shirt I ordered but rather it was a bottle of Olaplex hair conditioner. The label on the outside of the box had my name and address on it. However, inside the box, along with the hair conditioner was a shipping summary for Katherine Augustine in Cary, NC 27519. I called Saks customer service, and I was on hold for 1 hour. The customer service representative emailed me a label to send the item back. I asked for an immediate refund in the form of a digital gift card that I could give to my son's girlfriend for Christmas in lieu of the t-shirt she requested. I was told that they couldn't issue a refund or digital gift card until the item was returned to Saks and the return and refund process would take 10-14 days. So, even though this was an error on the part of Saks, and it was just a few days before Christmas, Saks was more committed to their process and protecting themselves than correcting their mistake and helping me as the customer. As such, I didn't have a gift for son's girlfriend on Christmas, which was awkward and humiliating.

I returned the item to Saks on December 27 and Saks received the item on December 29, verified by tracking. Today is January 10, 2023, and I have not yet received a refund. Also, a customer service supervisor by the name of Ms. Shannon promised to "make it right" and offered me a 20% discount on my next purchase. She promised to call me at 5pm EST on December 26. I waited for almost an hour, and she never called. Rather, she emailed me at 5:51 pm and said she was having difficulty reaching me by phone. She offered me a 20% discount and told me to add an item to my bag. I added a $2,000 sweater, which was on sale, and she emailed me back that it was too expensive. She did not previously tell me that there was a price limit, and she should have been grateful that I was willing to spend that much at Saks again after they botched my Christmas order. I then requested that rather than placing another order to be discounted, I explained that I had placed an order the day prior, order # [protected], which had not yet shipped, and I asked her to further discount that by 20%. I never received another response from Supervior Ms. Shannon, even after following up multiple times via email.

So, again, it is January 10, 2023, and I have no item, no refund, and no discount for all my troubles. I have called Saks multiple times and have been on hour-long wait times, and no one has been helpful, accepted accountability, or resolved this matter. This is the worst experience ever, horrible customer service, and I am profoundly disappointed and very angry. I expect much more from a luxury department store chain like Saks.

I never received my order [protected]. I called Saks multiple times and was told that there was nothing the customer service team could do because the carrier said it was delivered. However, I reached out to the carrier "I was supposed to receive on 12/18 but kept getting delayed. Your site said delivered on 12/20 but I never received it. The call box for the building was never used to buzz in that day to my unit. The building manager said he did not see a delivery or a package. We checked the whole building, the courtyard, the neighbors and the package is nowhere to be found."

Carrier's Reply:

"Hi,

Thank you for your patience as we search for this package.

Your parcel was marked delivered on 12/20/2022 at 04:34 pm, left at Lobby / Reception Area.

If you did not received this shipment, we recommend submitting a claim with your seller and letting them know that while the package was marked delivered it was not received.

We recommend you reach out directly to the seller so you can receive additional assistance.

You can reach the Saks Customer Service team at by phone at [protected] from 6am to midnight EST.

Again , We sincerely apologize for the inconvenience caused.

Regards,

Maergo Support Team"

I replied with

"As mentioned, We checked with management it was not left in the lobby area and there are signs all over the lobby that says take all packages directly to front doors. Also because the call box was never used there is no proof that the delivery driver entered our building. I already Reached out to Saks and they said that it was out of their hands because your company was the last with the package and there is no physical proof of delivery. "

Carrier's last reply was

"Hi,

We acknowledge your concern and we understand that you did not receive this package.

We recommend that you communicate with the seller, to assist you on this since they are responsible for filling claims to us for proper documentation and processing.

We sincerely apologize for this inconvenience and Thank you for your understanding.

Regards,

Maergo Support Team"

I spoke to a man named Jason from Saks as I received that last email and he said that it was above his pay grade and that only corporate could solve the problem. We have no record on the property that the carrier entered the building and I really don't think I should be footing the bill for a purchase that I clearly never received. I would love a replacement sent to me as soon as possible. I called Saks 3 times spoke to two managers and no one is willing to help me. The so called "thorough investigation" was also only 4 hours, no one from Saks reached out to me to get my side once an investigation was supposed to start and just denied my claim.

I ordered an expensive product from Saks fifth Avenue. The shipment never was delivered to me. FedEx tracking had said that the shipment was delivered but upon contacting them they said it was shipped back to Saks fifth Avenue and signed for by a Saks fifth Avenue employee. Upon realizing this, I contacted Saks to let them know that I never received the package and that in fact, they have my package since it was delivered back to them. They told me that they would contact FedEx to figure it out, which they did. They said that yes, I was right that FedEx shipped it back to them. However, I had to wait one week before filing for a refund. I asked why. They could not give me a straight answer. They just told me that I had to wait until December 5th, which is one week after, to file any sort of case. So basically Saks has my package, signed for it, and yet cannot file a case for this or refund me my money for a couple weeks. This is ridiculous.

On november 29 I came home from work to find my package from saks was on the side of my house ripped open and the boots that I had ordered were missing from the shoebox. I called the police and filed a police report and also called my local post office, and filed a damaged missing merchandise claim I then called saks customer service and explained what happened and the agent told me I would be credited for my boots, pending an investigation, and I placed another order for the boots that I was charged for the agent told me she would expedite it as an accommodation, and I would not be charged a shipping fee, the next day I noticed once I got confirmation of the order, I was charged the shipping fee. I called customer service and asked them to credit me and the agent told me I would be credited and also that I was being refunded for the boots, the investigation was complete on december for I noticed on my saks fifth avenue app I am still charged for the shipping I called customer service and spoke to daniela, who did not listen to what my issue was, and kept trying to tell me my replacement order of boots would be delivered tomorrow, that was not my issue I asked to speak to a supervisor and was put on hold for 52 minutes then spoke to nicholas who told me that he could put in a request for a refund but it would take 14 business days that to me is unacceptable and a strange practice in retail that a credit for a shipping accommodation should have to take 14 business days.

I bought a pair of Tods loafers from your store within the Shops at Bal Harbor. I purchased the shoes back on 10/13/22 and understand the return policy is 30 days. After owning the shoes for roughly 45 days and not wearing them every day, the toe of each shoe is starting to wear through. Also, the stitching is coming undone around the middle part of the shoe. This shoe is clearly defective. I called your customer service 3 different times. After the first call, they told me to go the store and show them since this wasn't an online order. I did so and the store manager was extremely rude and offered no help. I am extremely disappointed in the customer service at Saks and will be happy to let others know of my experience as well if this is not made right. I'm not asking for anything more than a simple replacement of the item or a refund. After not receiving any help from your store manager or the online customer care team, I went into the Tod's store. The salesperson there said the shoes are defective, but they can't do anything since I did not purchase them from their store. If I had, they would have switched them out immediately. After not receiving any help in the store, I called the customer service line again. I was disappointed once again to not receive any help other than them giving me a phone number to call corporate. Come to find out the number they gave me was just an automated number that asked for me to email someone. I do not understand how you all stay in business if you require your customers to jump through these many hoops for a defective item. All I'm looking for is someone to make this right. This is the worst customer service I have ever experienced. A product I bought at one of your stores is defective and no one is willing to exchange them or help make it right.

Philip Lee

[protected]

I'm HIGHLY disappointed that my order ending in #364 (for a Salvatore Ferragamo scarf as a birthday present for my mother, placed on November 27th with expedited shipping) has not been processed nor left Saks' distribution center.

My issues:

THE ORDER HAS NOT LEFT THE DISTRIBUTION CENTER and I cannot cancel it. Why wasn't I notified of delays when I made the purchase? I could have bought this from another store

- No notification during the order process that there were distribution center delays until today 11/30/22

- No indication when the order will leave the distribution center

- I paid $25 for expedited shipping on 11/27/22 and was notified of delay on 11/30

- The present was needed for 1 December

- I spoke with customer service and Dominick or Dominique informed me that I could only receive a refund for the expedited shipping and a 10% future purchase discount code

-

I am complaining my order no [protected] has 2 items. My order never process and no refund for two items. I had contacted Saks Customer service but they always replied credit card will be refund automatically if the order is cancelled or not processing.

However my credit card never receive the refund.

I am very disappointed about Saks service as i order many times in Saks OFF 5TH and the service is good.

However when i try to order in Saks fifth first time, then i encounter this bad service.

My email : [protected]@gmail.com

Saks order : [protected]

This is Dr. Mohsen Shawarby (phone: [protected]). I am 71 years old and Iama SAKS customer for over 30 years. I have an account with Saksoff

I purchased of blazer size 44 R but it was much smaller. It was at a discount of$112 from the original price of $299.99

The agent said to send me a return label, charge me for mailing, and to honor the discounted price of $112 on a similar blazer of $299.99 I asked to wait to purchase more items. I also verified with the agent to apply the new promo of an additional 25% off purchases over $150.

I called back and spoke to a supervisor Mr. Asila. He said to only apply 15% discount and added his amounts to reflect a difference of about $100 from what the earlier agent had offered.

I did not accept as the is the store's.

I asked for just purchasing 2 blazers size 46 and another size 48 hoping one of them would be the right size. But the supervisor refused.

I thanked him for his time and feel bad wasting about 2 hours and now I plan to throw away the blazer if I don't get a resolution.

I’VE NEVER IN MY LIFE FELT SO HUMILIATED AND DISCRIMINATED LIKE YESTERDAY 10/16/2022 IN THIS SAKS IN THE PERFUME DEPARTMENT. TO THE MANAGERS OF THE CITY BRICKEL SACKS , YOU GUYS HAVE TO TRAINING BETTER YOUR SELLER IN EDUCATION, COSTUMER SERVICE AND THE BRANDS THAT YOU HAVE !

Yesterday 20/16/2022 I went to Saks (Brickell , Miami) to the perfume department and a middle age lady with a dark red hair put it up ( don’t know her name but she is Cuban ) tried to show me some perfumes, I told her that I buy perfume from a web site that they are cheaper than Saks . Immediately she changed her attitude and started to look at me in a bad way , another guy ( tall , dark hair and Cuban too ) came and started to asking me how much the Delina cost in this web site , I told him that the difference is 70$ . I asked her if They had Xerjoff ( an Italian collection perfume brand ) and she looked at me and says in very rude way that she didn’t know that brand and the guy says the same thing …. THEIR FACES WERE Like “you buy cheap things and that brand nobody knows it “!

Guys , If you don’t know some brands doesn’t mean that they don’t exist, and SAKS HAS TO TRAIN THEIR SELLER BETTER ! Then , another girl that she was in the Pefume De Marly part asked to the lady about the web site and she told her : “ALL THOSE WEB SITE SELLS PERFUME CHEAPER FOR PEOPLE THAT DONT HAVE ENOUGH MONEY TO BUY IT HERE “! I felt so bad , nobody in my life have treated me in that way, I felt discriminated and humiliated! That lady doesn’t know me ! I can afford perfectly fine the perfume that I want it . Just My CHRISTIAN LOUBOUTIN bag and my hair extensions together make her monthly salary ! I gonna put this everywhere if is necessary and you are lucky that I don’t want to go legally but everyone have to know the king of personal sellers that Saks (Brickell ) has !

PLEASE ADDRESS A MATTER OF CONCERN. I located available employment opportunities at indeed. Com (somerset collection troy, mi) and the positions are not located on SAKS official website. Should this matter be addressed as unethically and illegal? why aren't the job postings located on the company's website?

Vera C. Strong

[protected]@yahoo.com

[protected]

[protected]

I live in Millington, Michigan and purchased a Vanilla Gift Card at a Dollar General for $250. Before I even left the store to go home the card had been compromised at your store for the total amount of$250. I am very fustrated because need that money returned to the gift card company so they can issue me a new one. I have Receipt and picture of a transaction number .

Vanilla Sky had issued me a replacement card of [protected] with exp 8/31 If you could get with them or me I would like to get this resolved. This is alot of money for me to lose being on disability.

Tamara Nelson

4525 Main St A5

Millington, Mi 48746

On September 18, 2021 I purchased a pair of pants from Saks online.

The order number is #[protected]

The pants were $435 and have been worn three times.

The pants have been professionally cleaned and are falling apart.

I have contacted Saks by email (no response), by chat (disconnected 3 times) and by phone.

The resolution offered is to give me $173.99.

I woudl like a full refund.

Hello,

I hope this email finds you well. I am writing in regard to a GIFT Card that was issued to me on 12/03/2020. I made several purchases and as a result, I qualified to receive a gift card in the amount $75.00. I was really excited to have received such incentive but everything going on during COVID, I completely forgot to use it and did not realize that had an expiration date. It was until recently that I feel safe enough to go in the stores that I realized the card was no longer good. The salesperson attempted to restate it and she wasn’t able. She advised me to contact customer services directly to see if anything can be done to reactivate the card. If I did not mention before, I love SAKS and I always looking around for new items. I know it’s only $75 but I was really looking forward to using it towards a bigger purchase. Everything helps!

I am attaching one of the receipts - it doesn’t show all the purchases – but this one was attached to the gift card. I know it has been some time, but I honestly did not realize and missed the part that indicated it had an expiration date. If you would be so kind to honor it again, would sincerely appreciate it.

Thank you!

Joe Chavarria

223 NE 108th Street

Miami Fl 33161

[protected]

number [protected]

Case # [protected]

I purchased these boots at the time of covid in 2020. We were in lock down for a good year and half. I did not wear them until June of 2022. I almost broke my neck how the boot separated from the top of the top heal. I understand the return policy is up to 1 year, but since it was during covid, I am requesting to please make an exception and refund or another pair of shoes. Regardless, this should have never happened; these boots are clearly defected by only 1 use. I spoke to a Ms. Willson and she told me to send them to the return department and they will be inspected. They were returned to me with a generic letter advising me the return policy, didn’t even mention my upset on the delay why they were worn this June. I should not be punished on a mandate situation. Photos are enclosed so you can see where the boot is defected.

I made a purchase over the phone this morning but it charged me via PayPal. I called customer to see if they could change the charges to my Saks.com. The customer service tried but it would not get through. I then requested to talk to a supervisorafter 15 minutes waiting. He blamed the saks credit card service for not going through. With my request, he brought the saks credit customer service on line to have 3 ways communication. They told us there’s nothing to prevent me using my credit card! The supervisor couldn’t help the issue and insisted that the best thing is to cancel the transaction. He also promised the 3 items will go back to stock in 20 minutes if I keep checking the availability of the items! That was a lie from the supervisor! I called back in the afternoon to let them know that there was no cancellation. The customer service kept me waiting for 50 minutes! I gave up and hang up! Saks.com should be ashamed of themselves by mishandling everything!

I have brought a Foreo Swedish Beauty-Tech Power Mask 33-Piece Set from saksfifthavenue.com on 8 June 2022 but I just received two shabby plastic mugs on 15 July 2022.

When I discovered the wrong product that they sent me, I immediately tried to contact the the agent on chatbox. The agent said that I need to return the product to their company then I will get full refund. Because I already sent the product to Hong Kong, but he/she promised me that can waive the shipping charge from Hong Kong to US, after that he/she sent me the shipping label to my email.

When I went to Fedex Service Centre on 15-Jul and the staff told me that I could not post it because the prepaid shipping label only use in US. When I got back to office, I contact the agent again. In this time, he/she said that the item must ship inside US.

I am so angry with the company arrangement and It is their fault. Why I need to bear the cost for their mistake? It is unreasonable.

I tried to fire a complaint email to their company but few day still no response, then I would like to seek your help to resolve the problem.

I look forward to hearing from you soon.

I visited the saks fifth avenue store in Premium outlet on International drive, Orlando. I stood in a queue and I was the first customer in the queue whilst there was a woman behind me and another couple behind this customer. There was only one sales counter open but seeing customers waiting, a sales agent opened another counter. She then went on to beckon us to come over. As I was first in the queue which was clearly obvious, I went forward to this counter but the sales personnel raised an objection saying to me that I was not in the front of the queue and went on to enquire from people behind me to ask if they were in front of me! I objected to this and expressed my objection to the sales assistant asking her if I were invisible to her. She went on to say that many customers jumped the queue at times. I said to her that I wouldn’t do this as I was a responsible individual and was of some professional standing being a doctor! Her manner towards me was clearly hostile and abrupt.I remain unsure as to why she behaved in a manner she did but I feel it important that such poor customer service is not acceptable.

Hi, I am a Saks First Premier Customer. I have been on the phone, chats, & on hold for several hours today. I have been disconnected from chats & phone calls. On hold for an inordinate amount of time. Problem not resolved. Givenchy bag style code #[protected] is listed on website as 20% off. Customer Service says its mistake & will not honor 20%. A supervisor named Samantha was checking while I was on hold for 1/2 hour. Never returned to call. A beep came in on hold from a non supervisor Customer svc agent to tell me she didn't have authority to adjust price. Waited for another supervisor for 40 minutes

I have ordered a pair of coach sandals on 31th June .I received an email that it's gonna be shipped within few days .It hasn't been shipped yet and when I contacted the customer service they told me it was already delivered!

After reading all the bad reviews about them i'm wondering how this company is still existing