Saks Fifth Avenue review: Online account orders

I am making a formal complaint against Saks online process and account consumer issues. For some time now (2023) I’ve been experiencing issues when trying to make purchases online through my Saks account using my Saks World Elite MC. Sometimes my transactions are approved and I’m able to receive the merchandise. Other times when trying to make a purchase the order shows as declined online, however, the transaction appears on my credit card activity, although the transaction did not actually go through. Each time my money is temporarily held for 7-10 business days. This issue has repeatedly caused me to miss important occasions such as my children’s birthday or my spouse’s birthday as well as our anniversary. Each time I contact customer service I’m toggled back and forth from the credit card representative to the Saks customer service representative at either (877) 551-7257 or (866) 500-7257). It’s always the same scenario where I’m told an investigation will be conducted, and someone from the higher up back offices will contact me. For every instance, I’m typically the person following up with never being contacted by anyone, nor is the issue ever resolved. The latest incident was March 13, 2026, where about $1600 of my credit card availability was held for 8 days. The first $800 was an online attempt and the 2nd $800 was made in store (Houston Galleria) by a sales associate who also believed the transaction was declined, however, the money was held. I spoke with a customer care associate in store who reached out to the credit card account team, only to be told there were no issues with my Saks card and they confirmed both transactions were approved on their end which is why the money was temporarily held. My issues are #1, no one can identify the problem, #2 the investigation attempt is to no avail each time, and #3. nothing is done in the interim to compensate for the hassle or lack thereof.

If possible, please direct me to the department or individuals that can assist to rectify the issue or suggest an alternative that may work. As an MC Elite account holder since 2021, and loyal Saks customer for quite some time, this should not be happening repeatedly. In addition, the customer service representatives from the lower-level standpoint should be better equipped with resolutions offered in such situations instead of having to suggest the same options which, as they can tell from my account history is not working. I can provide more information if needed. However, all my transaction attempts should be notated in my online account which should be associated by my email address. I’ve used two different emails only because my credit card account login was one and the Saks account login was different, so I changed it in an effort to attempt resolving the issue.

As an FYI…when reviewing my account, I’m aware that some declines will show because of insufficient funds on my credit card account but that is only when I’ve made attempts to purchases that showed as declined but money was being held without my knowledge. This is the case as I write today. The latest investigation case ID number is [protected]. My telephone number and email address are correct in my online account profile.