Saks OFF 5th
reviews and complaints

I am not a happy customer with Saks off Fifth and spoke to multiple customer service agents since March about an issue on multiple orders that still hasn't been refunded to me. Each time I had to wait on hold for over an hour to get an agent and called about 10 times to explain the issue with multiple orders to Saks. Each time they addressed that I would see my refund within 5-7 days and I still don't have it. I need this corrected or I'm contacting the BBB and filing a claim.

The issue once again is I have shop runner which you participate with ( Showrunner is free shipping and free returns) I've placed multiple orders with Saks off fifth and when I returned my items you charged me the $9.95. One of the orders an agent told me I was charged TWICE the $9.95. Saks is basically stealing money from me and I need this refunded immediately .

Order numbers affected by this issue:

9506334 - still owe me $9.95 for charging me for return shipping when I have shop runner

9573896- still owe me $9.95 for charging me for return shipping when I have shop runner

9763249- still owe me $9.95 for charging me for return shipping when I have shop runner

9900901- still owe me $9.95 for charging me for return shipping when I have shop runner

**Issue for the above 4 orders was resolved by [name removed](Supervisor) and he stated that i will get a gift card of $39.80 which i got in the mail however there was no pin associated to this? I tried contacting customer service, was on the phone for 3 hours wait then THEY hung up on me after putting me on hold. ALL i want from this order is the phone number to the gift card department so i can get a new gift card since mine was defective without the pin. I tried contacting phone number [protected] and couldn't get through multiple times.

now for order [protected]- Customer agent said they charged me TWICE for return shipping when i have shoprunner. Also looking for the refund on this item.

(I have ONLY received a refund of $9.95 to my PayPal on May 15th )

Still waiting for my refund of $39.73 to my original form of payment for incorrectly charging me for return shipping and for my refund of the purse i purchased and returned 3 months ago.

[name removed] stated that i should see this refund within 3-5 days and i need the update or the status on my refund?

As I stated, I'm not a happy customer and calling you on ten different occasions talking with reps that assured me that this would be resolved in the next two weeks is making me even more upset with this company. If this doesn't get resolved I will have to take further action.

[removed]

[protected]@gmail.com

Hello,
I placed an order number #[protected] on May 24th 2020. I was told my order was partially shipped (two items out of three).
On May 30th I received the package with only one item:Michael Kors Striped-Collar Polo M Amazon Green, $39.99 instead of two.
Package arrived sealed and unopened, so obviously people at warehouse did not even put the second item there. Here is the name of item that is missing: Nanette By Nanette Lepore, Floral Pleated Shirtdress 4 Pink Floral $44.99.
The third item: X by Gottex Zip-Up Abstract-Print Jacket S Grey $44.99
from my order has never been shipped to me at all.
I would like my money back for two items that never been sent to me. Or I want these items to actually be sent to me ASAP.
Here are photos as proof attached.
Regards,
Victoria

Hello I placed this order on April 5, 2020 with one of your representatives. When I received the delivery confirmation I noticed that it was going to California and a different name. I contacted off saks asap and told the representative about the delivery error. I live in Brooklyn NY. The representative tried to stop the delivery but the item was delivered to the wrong address. I called again and spoke to several representatives and supervisors. One of the supervisors assured me that I will be refund in 5 business day and I re-purchased the same item and received it. It's now 32 days and I'm still waiting for my refund. I have called numerous times since and is being assured that I will get my refund in 5 business day. After about 7 days and don't see the refund to my account I'll call again. I'm assured again that I should see my refund in 3 business days. Still no refund. I don't feel as a customer I should have to wait over 32 days, numerous phone calls to off saks and still waiting for my refund. I did everything as a customer. Can you please process my refund. I contact me with email on file.

Thanks

I purchased a designer dress on 2/10/20. It arrived on 2/13/20. It was too small and I returned it with tags attached on 2/14/20. It was returned to me with a letter saying it was unsalable, but there was no explanation no as to why. I called their customer service number and was told that it had black marks. I looked closer at the dress and saw black smudges inside the bodice. This was a dress that I tried on right after a shower, in my bare feet, on my bedroom carpet, and I had to pull It over my head to get on & off. How the hell did it get black smudges? I have never had anything returned to me before. They told me to send it back for a reinspection, which I did, and it came back to me again with the same letter. I see someone else had the very same thing, with black marks, happen to her. This "black mark" scam is an attempt to reduce their losses. In the meantime, I am out $613. I would never purchase anything from Saks Off 5th again, and I hope they go out of business. I am also complaining to the Attorney General of Virginia.

I ordered a total of four (4) Roberto Cavalli Wool-Blend Scarfs, (Nero Rosso, 2 Grigio Nero, and 1 Leopard-print (Beige), all were to measure (advertised) as 40"w and 180"L. All the scarfs I received sadly, measured 15"w and 75" long. order #'s [protected] and [protected] respectively. What a disappointment for a planned gifts. I ask how could this happen? I know you advertised different Cavalli scarfs that measured less and as far as I am concern less appealing. With that said,
The only desirable resolution is for me to receive the products (scarfs) per advertised measurements 40"w and 180" in L.

I placed an online order over the holiday period (Dec. 27th). The website experienced problems and did two things - 1) it incorrectly charged me for shipping and 2) it said my order had not been placed and I had to re-order. Immediately after I reordered, I received messages that two orders had been placed (and charged to my PayPal account). I rang them right away and they said they would cancel the 2nd order and refund my shipping charges from the original order. Well, neither happened. I received the 2nd order - which I then called and sent back (noting that they were charging me a restocking fee that also needed to be credited. Here we are - January 23rd. I have made repeated calls to the call center and am still without the refunds. Each time I ring, I have to repeat everything; I am put on hold for long periods and have been disconnected. Today I asked for a supervisor and after being told none were available, I think I just ended up with another call center rep. when I asked for a manager I received the same run around and gave up. It is unacceptale that their system errors mean money has been withdrawn from my account and I have yet to receive a refund - they are tellihg me another 15 to 30 days before I will know,

I have made the mistake of purchasing online from this scam of a company. I purchased 3 blouses and returns them in 2 separate packages a few weeks apart. Both came back with a letter saying they are not refunding and the items are not in sellable condition. One of the blouses was returned to me with black grease marks! I didn't send it out with marks! One of the blouses had makeup marks when it arrived! Bad experience and I will not buy from this company again.

Order# 9041079

I bought a winter jacket on black Friday and on cyber Monday price drop more so I decided to call customer service to see if they can price adjust it. The representative said ok and it will take 3-5 business day. I waited 5 days and nothing happened so I decided to call and they told that it will should take 10-14 days instead. I waited 14 days and call about the status of my claim. Turns out the clam was closed and denied. The reason was because I applied 2 promo codes in my order which makes no sense as a explanation; one code was for the jacket and one for the pair of shoe. Then representative says to me that she will send a priority request and it will take 3-5 days to answer. My respond was no thank you I will just return my order because of all these lies.

So, what was going to be a great Christmas shopping experience turned into a sour one due to the store manager. The store manager, no wonder the place is closing is by far the most displeasing and certainly, with an attitude type of lady. So, since all sales are final, we had to try clothes on. As I was leaving the fitting room, the store manager tells me: "are you leaving the clothes like that?" Implying that besides being the shopper, I was her employee and had to do her job for her of organizing the clothes. The clothes left behind was almost all of it in hangers still because we did not try it all, my mom and me. And besides she stated that it was in the floor, which was not true at all; it was on a bench type of chair. So, I put it on the rack and when I go to complain at the cashier, she states that I was rude leaving clothes behind and if I had found it like that so that others could purchase it. Man, I did not know that I had been hired on the spot and that I was actually having to organize the store as customers like me were leaving the fitting room. Is she kidding me? The woman has zero customer service and should never be a store manager. If that is how she treats customers, working for the woman must be a true nightmare.

1st order: had ordered 2 pair of jeans and 1 panty. Jeans came in wrong color, charged me full price when they were clearly shown as 50% off with promo code (hooray), and panty was not in package just the empty bag from them and I was charged for them too.
2nd order: ordered 2 pair of jeans and 1panty. Again, wrong color sent, and charged me again not the sale price. I have called and talked to 3 different people. Was told that I would get the credit as well as the pricing would be corrected, it still hasn't been! I was also told that I would have an email no later today showing it will all be corrected... No email has come. Sat on phone for the 4th time for over 30 minutes each time and no one ever picked up. It is amazing that the company is so disorganized! I think I will give them one week to get back to me and if nothing happens I will just charge them back on my credit card and let them contact me to solver their mess.

I spent 6 hours on your site on Monday and placed 2 different orders
I was back on your site at midnight and my cart suddenly changed as if I hadn't checked out with higher prices
I contacted support immediately and they gave me the run around
They would not honor cyber Monday deals -
I spent over 6 hours on phone yesterday trying to resolve
This has been a horrible experience!
I'm thinking this could be a scam!

On 8/24/19 I purchased 2 sport coat at Saks off 5th outlet in Wrentham MA. These coasts were a buy 1 get 1 free sale. After getting the coats home it was discovered 1 was defective. I returned 1 coat to Saks off 5th on 9/12/19 in hopes of an even exchange for the same coat. The same coat was unavailable. The clerk in the store attempted to purchase the coat for me on the Saks off 5th website to have it shipped to me but had issues completing this. He issued me a store credit for the coat (the price of the sale buy 1 get one so merchandise credit issued was $359.59). I was told to all customer service and place the order with them for the same coat using the merchandise credit.
The same day on 9/12 I contacted online contacted customer service and spoke to Mae Arranchado. She told me their online system did not allow her to use just the merchandise credit and I would have to cover the full cost of the coat BUT I would be reimbursed for the discrepancy. I was very reluctant to do this but was told a case would be opened and the refund of additional cost would be issued. I emailed Mae copies of my receipt and the refund for her to see the price I paid for the coat. I attempted to place the order through her directly but was unable to be connected to her.
On 9/16 I placed the order with a different representative (re-explaining the entire issue again) for the same coat using the merchandise credit issued to me (359.59) as well as the remaining balance as if the coat as if it was purchased full price ($266.96) with a total cost of 626.55. The Full price of coat was 599.99 plus 26.56 tax= 626.55. I was given the order # 8449479 and a case was opened to process the refund of $266.96 which I placed on my credit card. I was told the Case # 397690 and that it should take 7-10 days for the refund to be issued.
Since placing this order on 9/16, I have spent over 5 hours retelling this story to different representatives with my requests to speak to managers declined. I was finally able to speak to a manager Rodessa Ilenes on 10/11 and emailed her receipts again. She was going to work to get the reimbursement issued and appeared apologetic and competent. She did say she felt the reimbursement should come through the store directly and contacted the Wrentham store. After not calling me back a representative looked into my case and said I should go back to the store and speak to Maryanne or Olga to get the refund. I asked to speak to Rodessa directly as I wanted to see if I could be issued this walkout going to the store (also it appeared the issue was more with the online sale). She then said she misunderstood the issue and said she would work on getting the reimbursement withtin the online system order. She does not have a direct line so every time I call to speak to her, I have to go through customer service and several tell me they don't know who she is, they can not connect me because it is a "random customer service line" or that she is unavailable. Just this week I called on Monday 10/28 and was told she Rodessa at lunch but took my info and would receive a call back within the hour (no callback). Tuesday 10/29 I was told that she was on another call and would call be back within in 10 minutes (no call back). I offered to wait but was reassured she would call me back. No call back. On Wednesday 10/30 I was finally able to speak to Rodessa and she reported to me the request for the refund was again declined but she would send an email to have it addressed and would call me within 24 hours. It is now Friday 11/1 and no call back. I just called customer service again to try to speak to her and was told not she is not there. I asked when she would be in and was told to try back in 2 hours. I tried to clarify if she would be in the office in 2 hours to which the representative did not know.
The online customer service deserves a rating below 0. Shame on me for putting additional funds for a coat. I should have listened to my instinct but was reassured that the policy was to open a case and I would be reimbursed. This situation has taken years off my life. Just issue me back my 266.96!

I ordered an item through Borderfree (I'm from Canada) and was waiting on instructions as to how I could return it and get a refund. I emailed days ago and received no response even with a follow up email. I also sent them a dm after stating this problem in their comments. They said they'd be happy to help if I messaged them my order details and yet no response.

Department store chain for deals on designer apparel, shoes & accessories, plus home goods & more.
Located in: NEWCITY
Address: 1457 N Halsted St Suite B201, Chicago, IL 60642
Hours:
Open ⋅ Closes 9PM

Phone: (312) 288-2073

Above is information that is listed online stating that the store is still open.
Location is closed. Information online needs to be updated. On October 22nd 2019, I made a trip to the store relying on the information online which gave no indication that the location at NEWCITY - Lincoln Park, Chicago IL was closed. Online information is misleading and is not very complimentary for a department store as prominent as Saks. Very annoyed.

I am most displeased about my order from saks. I ordered for john and jenn stripped ruffled blouse and got a wrong color, spoke to the customer representative who assured me that I could place another order for the same color I wanted and everything and it ll be shipped to me . I received my order today and the same wrong color was sent to me. I have reached out to customer service and I have been told I can't return the item to the store and I have to ship it back to them before I can get any refund which might take two weeks or more. I have never heard of a policy like this and I would never shop with saks off fifth.

I returned a blouse after trying it on once receiving my order through the mail. I returned this item but it was sent back to me stating stains in the armpit area. I have pictures showing this item has no stains and is in good condition. I called the customer service and they checked into it and called me back stating I cannot return this item as there will not be a second inspection. I have ordered many items from many places online and this is the first time a return was sent back to me. I am highly disappointed as I would like to recommend your store to others. I can not do so in good faith at this moment. It's only a blouse however the point is much larger. I should be able to receive a refund not having to keep the blouse and receive 15% off as I was offered. This is not a fair remedy. I as a customer have been treated with a brush off and there was no consideration that I may be correct and your company could have made a mistake. It is not a good feeling and it is not a sign of a company that strives for excellence nor one that I would recommend.

I have the pictures of this item in no different condition than received. You will find pictures attached of both the inside and outside of the blouse in the armpit area. There should be a second inspection which would be fair and reasonable and frankly I should receive a refund.

I hope that your company remedies this and represents yourself in a better light. That is why I am writing to you.

Sincerely, Dr Benda

INTERNATIONAL PURCHASE RETURN. In August I placed the order #8262246 and paid CHF 430.27 (Swiss francs). However one of the articles ( jacket) was supposed to be size 2 but the label sewn on the article as US 6. As proof, I sent the picture to the customer service and on Aug 27th I received an email from Liberty Fajardo to apologise for this mistake and acknowledging a full refund including original shipping duties and taxes - also total refund of CHF 430.27 on the return authorization form (number RT-E4X001064053362-AA).
Although reception of the return was confirmed by Borderfree on Aug 30th and Saks OFF on Sept 5th, no refund has been credited to my credit card yet.
On Sept 12th, I called your customer service twice. One operator told me that USD 337.44 was refunded with transaction number 43333. Then I called back to understand why the original shipping duties and taxes were not refunded as they were stated on the return authorisation form - due to Saks labelling error. The operator could not understand the issue.
So I have 2 problems:
- incorrect refund
- no refund credited
Today Sept 13th, my credit card company informs me that no trace of transaction 43333 was found and asks when precisely Saks bank account was debited.
Can someone please give me correct information? So far I am very disappointed by Saks Off services.

We are still not able to get our heads out of the Insult that occurred at Off5thSaks store in San Francisco California from the Man who said to be the security person at store . We were having a good time looking around the shop and my husband went back to car as he forgot take the card which we intended to use and I was still hanging around with the dresses I intended to purchase when he came back. As it was taking longer for him to come back since we parked our car far away, I had to go to other store and as it was 8pm already, I told him, I will put the dresses on hold and he can come back and buy. Then as I made myself to the exit, he said he is close by and I can wait, so I was waiting at the front door of the store (inside the store ) . Also we had a heavy bag which was with me and my husband if at all I want to go I can leave the bag with security at the front as he is close by store . The security at the door (he is a different person than other security guy who falsely accused us ) said they can't, so I was standing with bag next to me . Then there comes a man rushing at me and I was thinking he is coming towards me to say that I can't leave the bag in store (as the other security guy at the door checked over the phone and then said no, so I was thinking he came to warn me again) then he goes on like "you and your husband are not allowed in our store " I replied no I am just waiting, no I will not leave the bag here . (As I was thinking he is here for the bag issue ) then he continues "you have been switching tags in my store and it's causing a loss to my store" . I was so shocked and I couldn't even understand what is he talking and why is he talking to me, then made a call to my husband and put him on phone so that he can hear and I told the security person who was accusing me (not the one who stands at the front door ) " no I will not leave the store because you are blaming/ Accusing of something I didn't do and please show the video " he said he won't and I have to leave and what is there to leave, I said if I leave the store it means that I accepted what you are accusing me for and it's against my will to do so . As I haven't done anything or what he was saying like switching the tags or whatever . Then he repeated again "what is ther to leave, just leave the store ", I replied the same that " I can't just take false accusations and leave, if u are accusing me of something show the proof / evidence, " then he takes my bag and keeps it outside the store and ask me to leave and at that time my husband comes running and as he asks why we have to leave and all the security person says (and all this time he was taking in loud voice and barely allowing us to talk) " I already told your wife and you both are not allowed in store anymore, so all gets resorted again as my husband and me keep asking him to either show us the video or to anyone in the store, he denied saying he won't, he is not allowed to . Then we say " Call the cops and show them the video " he says he will not call cops . Then we repeat if what you are accusing us of is true then show us the evidence, how can you just come and accuse some one . All this time he was repeating only one thing "leave the store and what is it to just leave " then I said " you are not understanding how it feels to take false accusations and you are accusing of something which we didn't do and if we walk out then it means we have accepted what you said and we can't do that, it's against our will" and I couldn't control and I break down . It was too much for us to take in . We are respected residents of the country and we have been very good people and we never ever involved any kind of isssues or anything . So this was all too much to take in . And I literally started tasing my voice because it was physiologically causing so much of a damage and I had no other way than to raise my voice as he was barely allowing us to talk . I didn't t care where I was and who were there and kept repeating thousand times call the cops . But said he won't and he will not and we said we will call the cops . And it continues repeatedly and then I guess because all this was happening at front door and with louder voices for more than 30 mins, cops walking by heard us and they came in . And that security guy said " we have to leave the store as we were waiting the tags " then cops told us "he has the right to ask you to leave the store and it's policy unfortunately we have to leave " and then we said " ok we will but he is accusing of us about something we didn't do and we are asking for the proof " then cop said talk to the "corporate " . Then my husband said to the security guy "if u would have told this in the first place then we could have walked away long ago. Ok now give me the number " . That security guy didn't give any number or didn't even try . But there was this Sales Man who helped me earlier to keep the dresses on hold and he was standing there the whole time ( even at one time I asked him "you see me there right, did I do anything, I just came in and out things on hold isn't it " and he said yes " you just asked to put them on hold " . ) so that guys gave us I number which was said to be corporate number . And another thing my husband asked him why is he targeting us . All the time when we were there and now also we feel, we have been targeted because why they have to come to us only for accusing something which we haven't done. We feel like this is an act of Racism and we are mentally tortured. This is causing so much of a physiological dance to us . And very importantly there was this Sales woman who have been watching us the whole time suspiciously which we realized later that she has something to do with all this, which I would like to explain to the related person . This all happened on 9/5/19 at 8pm to 8.40pm at Off5thsaks store at 901 Market street San Francisco CA

My wife and I shop at Off 5th Saks at West Palm Outlets often. We purchase often and like to frequent that location. Today 7/8/19 my wife suddenly had to use the rest room and was told to go outside and take a left. There is no rest room inside for customer use. This is unacceptable. We've been in numerous other Off 5th locations and they all have a customer rest room. We are both in our 70's and when you get in that bracket a rest room is necessary. If you want us to continue shopping in that location this problem needs an immediate solution. Can you advise when this will be corrected?

I order consistently from off 5th. However, the past couple of months I returned more
than usual. I had 3 charges on my credit card and 2 refunds.

First of all, when calling to discuss this I was put on hold for over an hour. This is totally unacceptable and if this is what the company has become I will reconsider shopping online with them anymore.

3rd order has not been found altho I sent it 6/4/19 and have the package receipt
The overall experience dealing with this has been horrific and I will think long and hard before I continue to shop with you,