I am a long time customer of Saks 5th Ave and Saks Off 5th, probably more than 20 years. I've never placed a complaint before because customer service overall has always been very good. I've often enjoyed shopping with Saks and Saks Off 5th, but unfortunately because of two recent experiences back to back I feel the need to bring my business elsewhere, which is a shame because I love many of the brands you carry. However, Nordstrom's Rack and Barney's Warehouse also carry great brands and both have good customer service as well which is important to me.
First, I want to say as a business owner, that when a company policy is made and printed on a purchase order, the business should stand behind the policy, and if for any reason the policy has changed, and customers are not made aware of the change, via an updated policy or email, the customer service department in the store and on the website should make accommodations for customers to stand behind that policy until it is either updated by management or customers are made aware in some clear fashion.
Second, if you are going to have someone present at the entrance of your retail locations weather its the Saks 5th or the Saks Off 5th retail locations, you need to have someone at the front who is welcoming and represents your brand. This should not matter if you are purchasing reguler price or off price merchandise, because the people you hire and train to represent your brand, should be welcoming and respectful across the board. Almost every single one of my friends who have been shopping with Saks 5th Ave, and that is many... also shop at Saks Off 5th retail locations. Many of us have the same complaint and unfortunately do our best to avoid the retail locations because of the lack of help in the stores, or unfriendly attitudes. In my mind Saks has always represented the highest quality brands and along with that should come a superior level of customer service when shopping and making purchases, and the same level of customer service when there is a problem that needs to be addressed. The same level of service in a purchase, return or exchange. Especially, if it is a good customer with a simple request, based on a store policy. A good attitude and a simple accommodation can make all the difference.
My 2 Complaints:
RE: Saks Off 5th retail store located at:
21500 Victory Blvd
Woodland Hills, CA
1. Very Rude Security - Front Door. Upon entering this location there was a young man wearing a black suit and a white shirt who stood by the front door. He appeared to be a greeter or store employee. I was waiting on line and there were about 10 customers in front of me and a couple behind me. There was 1 cashier at the front, but the line wasn't moving after about 10 minutes of creeping to the front, I excused myself from the line, and because he was standing nearby, I walked up to him and said hello, the line is held up for some reason, can you tell me if there's another cashier who can come and help the front out. Your employee said, No. I asked if there was a manager that could help, he the said, I don't know!
I then looked at him puzzled probably and said so maybe I'm not asking the right question, again I asked, so then will you please call to your store manager and ask if some help can be sent to the front. He abruptly said No Miss! in a very rude tone.
I said, well, I thought the people that worked here were supposed to be polite and helpful, and then he just walked away from me. I turned around and another woman heard, and said to me, I think he's just store security. I then turned and looked, the line didn't move much, a couple more people were complaining and left, so I put my purchase down and left too. I was annoyed that I drove 22 minutes to get there, spend time shopping, and then to find a long line with 1 cashier, and then to be spoken to in such a rude tone by one of your employees. It was totally uncalled for, and complete waste of my time.
I went back to the store again a couple of days later and it looked like there were a few cashiers and the line was moving so I purchased the graduation gift my niece wanted and left. The salesperson behind the jewelry case was very nice and knowledgable that day.
2. Do What You Say - I had ordered a couple of items online, I kept a few and needed to return a few due to one item being chipped and the other 2 being to small. I drove to the store to return the chipped item and see if I could exchange the other items for larger treys. The purchase order states at the bottom of the slip the following:
Easy Returns 2 Ways!
It's Free to return items to Saks Off 5th Stores... etc.
So, I drove 22 minutes again to the store to make the return and do some additional shopping to hopefully replace the items. The store was quiet, the cashier took me right away and she was very nice, but the items rang up funny, so she called a manger to the front and he, (Brandon) said Im sorry miss we can't accept these items here because they are not sold at this location. I said I know, they were purchased online, and it says right here, they can be returned in the stores.
He looked at me and said again, I see that, but Im sorry miss we can't take these items here, I can give you a box to ship them back yourself. I replied, I have the original box, but I just drove 22 minutes here, parked and waited on line because the purchase order states your store will take them back here, so I don't want to take them home and print a slip and drive to ups when I already drove here. Home and back is almost an hour door to door. Please take these items here and ship them back. Brandon the manager said again, I'm sorry miss I can't take them here. Sorry Miss, Sorry Miss.. he repeated like a robot... completely patronizing.
(I can understand why so many stores are closing)
The art of true customer service is gone in your store. If he said yes, we used to take the items but no longer here, however because you drove here and are a good customer Ill take them and ship back today. Our policy should be updated soon.
I would have been fine with that, I would have stayed and probably done more shopping. But, I left with another bitter taste... I did call and get a return slip and packed myself, goods are on the way back.
However, I think your management team needs to note that in this day and age where customer service is the absolute key to set you apart from any other store shopping experience, your store is falling way behind.
Managers are not knowledgable.
Managers who do not know how to speak to customers.
Security guards who work for your store at the entrance are completely rude and everything but welcoming. Honestly its a shame. Unfortunately this is lost customer, and I am not issuing this complaint because I want anything at all nor do I need anything, however, you should train and staff in your stores better, because trust me, I am one of many lost customers.
Also, you should update your purchase orders to read we accept most items at our stores accept the following: list them... Save more people time, money and aggravation.