Saks OFF 5th
reviews and complaints

I purchased an order that was within the time frame in late 2021 where returns were free. I returned my complete order within the recommended time for returns and Saks deducted $9.95 for the return. I have made 3 (three) calls regarding this and they promise me that I will receive a credit and nothing gets resolved. How is this ok? My Order number is [protected]. I have over an hour in waiting on hold and explaining the situation over and over. I feel you have no respect for my time nor my rights to be billed correctly. My phone number is 513.319.2540.

Good evening,

I am filing a complaint against the company OffSAKS5th from which I have purchased several items over the years. Their customer service used to be great and very efficient.

I have called three times to inquire about the status of my refund for order # [protected] which contained a Nicole Benisti black parka in a size large.

I shipped it back very fast as the screenshot attached shows. YOu will see clearly "Return received". I was told today to wait until March 7th 2021, which is another whole week. I am tired of being told to wait again each time I call the SaksOFF5th customer service number.

Thank you so much for your precious help,

Best,

Sophie

Purchased jacket as Christmas gift Order#[protected] for a total of $476.99 on 12/11/2021. Item was returned 1/11/2022 due to size with RMA#[protected].

On 2/8/22 jacket was returned to me by Returns Dep indicating Support team deemed this item is not in salable condition; worn, tags removed, incomplete set, laundered and/or altered. Called customer serviced who asked if tags were still in place; advised yes and they requested pick up of jacket.

Jacket was returned back to me on 2/24/2022 with a letter attached dated 2/22/2022 indicating final decision as per Returns Management based on investigation with no management name, or signature. Over the years, I have made numerous purchases with Saks OFF5th and NEVER experienced this type of problem. Due to the pandemic, I know that retail is hurting, but this is no way to retain business.

The jacket has all tags attached; is a shearling jacket that if washed or altered would clearly have been destroyed. I'm hoping that someone in Upper management rectifies this problem because its a poor reflection of customer service and honoring the company's policy.

On December 11th, I placed an order for the Bottega Veneta Crochet Pouch Tote in the color white. I ordered 2 day express as precaution because I planned to take it with me on an upcoming trip to Italy. I placed this order 10 DAYS before I was scheduled to leave, and the item was delayed so many times in shipping that it was not scheduled to arrive until after I had left. When I tried to call customer service, I was told that since the order had already been shipped out that I could not cancel it. When I arrived back from my trip, I created a return label but did not ship the item right away. When I did eventually return it, because I was unable to use it on my trip as I had intended, the item was sent back to me and I was told they were unable to refund me because it had been over the 30 day return policy. Now not only did I waste my money on expedited shipping, but I am unabel to return a product that I now have no use for, all because the shipping was delayed, which is not my fault! Do better Saks!

During the time of 2/2/22-2/9/22, Saks Off 5th Avenue has been in possession of returned merchandise which has yet to be credited to my account with the exception of one of the orders returned which had to be reversed from the issuance of the gift card to credit the original form of payment. The same process has to happen with the other returned merchandise, which hasn't occurred after contacting Saks Off 5th Avenue on several occasions via chat because it seems they have removed the customer number from the website, leaving one with the option of "chat" to communicate with them. Saks Off 5th took it upon themselves to issue electronic gift cards for all of the refunded merchandise; three (3) orders totaling $323. It is weeks later and they have been dragging the process out which should have been rectified immediately after realizing their error. The failure to refund my funds timely has caused me to have to pay interest on money that should not have been included in another billing cycle had they promptly fixed and returned the funds to the original method of payment.

Bracelet defective at the BOND between both bangles.

Order Number [protected]

RMA [protected]

Ref #[protected]

Spoke to several Customer reps

1) Your Money will be sent to your account in 2 days

2) The returns dept said the tags are not preset

3) we are going to send you back then Item and then Fedex will pick it back up from you.

4) Manager C9986 will get back to you in 72 Hrs with decision.

Just want my money back /. Stop the run around.

https://www.sitejabber.com/reviews/saksoff5th.com

Order #[protected] - I have called 10+ times over the last 3 months asking to resolve my purchase issue. I purchased a suit/tux from your online store. It arrived 2 weeks later without the jacket. I took it to the store, who told me they couldn't accept it - it had to be mailed back. I've called and spoken to many reps who told me all sorts of a variety of things. Then yesterday, your "back office" send the same pair of pants back to me... Because none of your reps told them in the issues notes that the jacket was never received by the customer. Please help me resolve this issue... And refund my ~$846! Thank you! [protected]@gmaill.com

I purchased a ring On November 29 for $577.60 from Saks5thOff.com. I didn't like it so I printed one of their return labels and mailed it by USPS as directed on Dec. 8. For some unknown reason they said they didn't get it back till Dec 20. I called and was told It would take 7-10 says to get the refund. I called back after 9 days and now was told it would be 10 days from dEc 20 to get the refund. After 14 days I called back and now was told it would be 10-14 days till I got the refund. I told them that was unacceptable and I wanted a refund now. They told me a supervisor had approved the refund and it would show up that evening on my credit card. That didn't happen. I did get an email from them two days later saying they had received the return. BUT STILL NO REFUND. THEIR FAILURE TO PROVIDE A REFUND IN A TIME MANNER IS RIDICULOUS, I have now had to dispute the original charge with my credit card company.

ON Dec 23, 2021 I received wrong size shoe and description. I called customer service 5 times. Incident 1 rude rep. Incident 2 did not resolve. Incident 3 Wifeman was the rep name he tried helping me told me to go to sawgrass they had my shoe waiting for me 30 min drive I walk into the store shoe was not available and noone called. I called back incident 4 rep i explain what happen with a saks employee next to me rep on speaker she didnt hear anything i said cameback to the line stating your package has been delivered at no time did i tell this rep about my package not being delivered. I ask to speak to manager 1.30 mins later I make the return hang up call again. They gave me 20% off and free shipment authorized my card for 209 and some change when i look at my transaction next day full charge and shipment charged for 256.78$ at no time did i authorize that amount. I called again they stated they refunded shipment and 20% I still haven't received my full refund. Sad I purchase allot for all this balls to drop close to christmas.

I've received the worst customer service I've ever had from your store without saying I haven't received my refund still and everytime I call to ask for it they hang up on me I'm extremely bad and do to the poor service I don't see myself buying again from the store therefore I need my money now and prepared a real good apology from all of the inefficient agents and supervisors I've talked to and have not only given me and honest answer but hang up on me when I'm claiming my money that's only going back and forth I'm tired of all these nonsense!
This message was sent to their email and I'm still waiting for the response
I never received the order

They are a scamming ring. Do not order. How are they still in business? Their CEO needs to be sent to prison.

Horrible experience shopping online here. Purchased fine jewelry ( EFFY aquamarine ring) on 11/26 with eta 12/2, never arrived. Tracking stated it never left the facility. Customer service, very difficult and resolution to their advantage. Never attempted to re ship item and immediately offered refund. So very disappointing coming from Saks.
Never again.

I purchased as a "BOGO" buy 1 get 1 free on higher end jewelry on 11/7/21. than received an email that 1 of the necklaces was out of stock the other 1 was final sale. So I lost out on free item and I would not have done this purchase since I totally lost out on an item. If I could I would return other item.
The necklace that was out of stock came back in a week later! I think Saks just doesn't want to send the other item.
I have called your service number NUMEROUS times and no one helps! TERRIBLE customer service!
Case # 09856166 and "Marjorie" who is suppose to help has NOT called back or answered numerous emails!
I called 1-866-601-5105 on 11/17/21 and spent from 8:18 PM until 9:43 PM with NO resolution! I called again on 11/23/21 7 times!

I am a NURSE and do not need to be wasting my evenings calling with no resolution to this issue! Show some RESPECT for FRONTLINE WORKERS!

Iplaced an order online at saksofffifth and then I saw that they had an offer for 20% off purchase. I contacted them and asked if I can return and get the 20% and they said no worries we will send u a credit adjustment. I have called about 8 times and get different answers as to when and how I will receive it and everytime I call they put in the request like its the 1st time I am calling. They said 3-5 days I would receive an email with the credit adjustment. Its been 3 weeks and nothing!

I bought a gown from your off fifth store. I was having some medical issues at the time and was a little late returning the gown. I tried to return it but they would not let me. Everyone that I encountered was rude and not wanting to help me. The gown still has the tags attached. I would like a full refund for $199 the sequence is falling off of the dress and there is no eye hook on the back. I would appreciate your help and look forward to hearing from you.

Thank you.
Paula Charles
[protected]@aol.com
[protected]

I made a purchase from Saks Off 5th online December 2020 for an expensive Gucci Watch. These luxury products are supposed to last a really long time. I know. I own a few. Two weeks ago the dial stem fell completely out of the watch. I took it to a jewelry repair shop where I was informed that the watch was defective and that it would be very expensive to fix. I concurred once he quoted me the price to fix. It was not worth me repairing as it will cost as much as what I paid for the item. The watch is not working and is useless without this piece back in place.

Today, September 21, I contacted your customer service department who insulted me by offering 15% back once I provided pictures to prove that the product was defective. The 15% will not even cover the cost of the repair. Unacceptable.

Saks is carrying luxury items and should insure that these products are not defected. I would like some assistance in this matter.

Investigation No. [protected]
Order No. [protected]
This is an update to the email I sent yesterday under the email address of [protected]@gmail.com

I have re-examined the delivery box and observed that the bottom of the box has two layers of tape. The bottom layer of the tape has been cut open. Another layer has been put on top of it, which is still intact. Based on this I conclude that the box was opened from the bottom and then resealed.
I have photographs of the box which can be viewed as part of your investigation, as well as the box is available for examination.

It appears to me that the bottom of the box was opened, two of the 3 items removed and then resealed and delivered. I believe your records show that 6.8 lbs was shipped from Saks in Pennsylvania and received by Borderfree in Illinois. The box was then handled by Intelcom the carrier who only track the size of the box not the weight. It is probable that the Intelcom carrier process is where the box was opened, 2 items removed, resealed and then delivered.

The top of the box which I opened, has one layer of tape.

Please contact me to make arrangements for my photographs and to view the box as part of your investigation. Paula Vieira [protected]

Investigation No. [protected]
Order No. [protected]

3 items ordered, only 1 delivered. I have called your complaint number repeatedly. They regularly hang up. I have called Borderfree and Intelcom and Pitney Bowes. All companies send me in a circle back to Saks. (Contrary to the website statement under Intelcom that it will work with the merchant and customer to resolve theft issues)

Saks denied my complaint based on the info that 6.8 pounds was allegedly received by Borderfree. I can assure that only 2 pounds arrived in a big box with only 1 pair of shoes to my home.

Intelcom only has records of the size of the box not its weight.

Somewhere between Pennsylvania, Illinois and Toronto 2 of the 3 items were removed, assuming there were 3 items in the box in the first place.

From what I have read on line, there are many other customers with a similar story of theft and lack of customer service.

I look forward to receiving a full refund plus shipping / duties for the items that I did not receive.

I already contacted multiple times Saks off 5th by phone and email, but it seems that they resist to undestend my issue.
I ordered 2 pairs of the same shoes- item ID: [protected], different sizes 9 and 10. It was 2 sepate orders. However non of the sizes feet's right and I returned both of them by different mean. Size 9- order#[protected] was returned in store #843 and I received a credit for it on June 27, 2021. size 10- order # [protected] was was shipped by USPS ON 6/30/21 under provided returne label RMA [protected] with tracking # 9202394653082937920274 and confirmed as received by Saks. For the shaped returne I should receive $191.45, since Saks deducting $9.95 shipping cost from initial order price $201.40. I am waiting for my refund almost 2 month, used any mean of communication, but customer service arguing with me that they already issued refund for me on June 27. When I try to explain that refund from 6/27/21 was issued in store for size 9 and it was done prior then Saks created returned label for me on 6/29/30. The Saks shipment return policy consist of creating return label, then sending item, and ones it received by Saks ( my shipment was delivered 7/2/21) they refund the cost of item minus $9.95 for shipment. I try to explain it multiple times, that I did not get a refund for size #10 ( which I shipped and they received) since they never issued credit refund prior to receiving physical item. In my case they can't post refund of $ 201.40 on 6/27/21, because shipment label for refund was only initiated on 6/29/21, send 6/30/21 and received by Saks 7/2/21. Furthermore, it should be only $191.45 after deduction of shipping cost. I understand that Sine both shoes was the same price it created confusion. However it's pretty simple to clear it out 2 pairs was purchased, 2 returned, but only 1 credit issued. Saks owns me a credit for 1 pair. Now, I don't have any shoes, but still end up paying for 1 pair.

I frequently buy at saks off fifth as it's one of my favourite store. I went to Toronto premium outlet mall on one weekend and they had 25% off clearance items. I got one moschino slides for me (womens in black & white) with lot of other stuffs. Those slides has a red tag on it of 119.99 of clearance. When I came to pay at the counter it was a young girl and she was the store manager. While scanning those slides came to $89.99 with 25% off. She made us wait for so long at the counter as lot of people's when they were paying and going out of store the scanner was making noise as those grey tags were not removed properly from their clothes or jackets so she was trying to help them making us wait. We still stood there patiently. Then she told me this was wrongly tagged and these slides were not on sale and I will have to pay the full price which was coming [protected]@ around $135. I was so disappointed as firstly if it was wrongly tagged as a customer service she should have given to us being the store manager herself and after making us wait for this long she didn't even bother to at least make an attempt to see what she could do about that wrong pricing. Being such a reputed store I was shocked to see such bad customer service. I have never faced such problem before and have never seen that girl before in that store as I go there so often. Very disappointing as I was really happy to get those slides in my cart and was so excited to wear them. My husband was ready to pay the full price but I was mad at that girl and decided not to buy it.