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I ordered two items from Saks.com, one was a Marc Jacobs cord bracelet and the other, a Rebecca Minkoff top for a birthday present. When the bracelet arrived, I tried to stretch out the bracelet to see if it'll fit my kid's hand, but as I pulled on the cord, the little gold beads that were glued on the tips of the cord came right off. I was shocked, but not too upset since the item was under $26. The RM top ended up being too big on her, so I ended up shipping both items back. Saks did supply a prepaid label, but I was afraid it would take weeks for it to arrive to them. So I spent a total of $20+ on shipping to mail them out separately (this included both tracking and $100 on insurance), and waited 3 days for them to be delivered. And on the weekend, they arrived safely to the Saks warehouse. And thus, I wait for a refund.
I contacted Saks customer service to see if they received the packages. I supplied them my order numbers and tracking number. However, the reps claimed that, because I didn't use their prepaid label, they were unable to locate my packages. But they assured me that it takes 14 days to process the refund. I waited a few more days and I contacted them again. Once again, they couldn't find my package. They claimed a "shipper" sends the packages to their warehouse and they have no time frame of when they receive it. This is BS, I have paid and shipped back packages back to Bloomingdales and Nordstrom, and they received my packages just fine and I was refunded within 2-3 days. How the hell did Saks suddenly lose my packages? This doesn't make a lick of sense.
Since Saks was so incompetent and refuse to help me locate them, I ended up filing a complaint with PayPal and within 3 days, I got my refunds back for both items. I'm never shopping at this crappy store ever again, and I'll make sure to tell my friends the same thing. Nordstrom and Bloomingdales will be getting my business for now on.
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought a pair of boots and package says delivered. I asked for proof of delivery they don't have, and refused to refund me. I buy online constantly and never had a issue. 500 wtf, I just submitted a new claim to investigate
Seriously, don't shop online or in store - they have the WORST customer service and do not care about their customers. In store, you get hassled if you try to return anything, and online is worse
Regarding a recent online experience: I purchased 2 dresses for $600, placed a rush 2 day delivery, and never received the items. Called customer service several times, was told that items were "lost" and I cannot be refunded the money until the items were found. I have never heard of something so ridiculous!
I have called every customer service number I can find, and they all route to the same El Salvador facility. I was also told by the agent(s) that I must have put the wrong address (I didn't) and also that they are doing me a "favor" by putting a trace on the package. The way they treat customers is disgusting.
I bought 16 sets of dishes, received 8 sets of the smaller ones, but their 'drop ship from vendor' shows it was all on the same tracking number and so they believe I received all. How can 16 sets of 4 china dishes weigh 22.4 pounds? Calling their customer service is a joke. They do investigations which 'expire' and then they want to open up another 'investigation'. When you ask to speak to a manager, be prepared to hang up after 40 minute without your call being answered. This is the worst company. They stole over $2k of my money. Even tried calling 'their vendor' in France, Christian Lacroix, who said to email them but really a Saks problem. Have not heard from either corporation. I filed with the BBB and attorney general. Do NOT spend your money here.
I have a similar compliant as some of those previously noted. I returned an item ($995.00) using their pre-paid
shipping label. I have been told three times a refund would be issued only then to be told they couldn't
locate the returned item. No effort was made by Saks to locate the item. I was told to call the store that sent it,
by that store told to call a distribution center, then told to call another distribution center. Total run around.
Will never shop there again. Happy that I have convinced friends, ready to buy designer bag and shoes to shop elsewhere.