Saks Fifth Avenue

During Black Friday, Saks online promoted complimentary gifts as part of a beauty purchase. After placing order on 11/29, Saks immediately emailed that the purchased item was shipping but the complimentary gifts were delayed. I contacted them via chatbot on 12/14 and they said they are still checking the status. Saks finally emailed on 12/18 to state that the gifts were cancelled. I made the purchases based on the Black Friday promotion and now it's too late to purchase elsewhere with similar offers. After contacting Saks, they said there is nothing they can do. Meanwhile, their site was offering $50 Saks GC for the same purchases. When I mentioned this on the call, the rep and supervisor both stated that is not an available substitute. This is a bait and switch to get people to buy and they are not taking any accountabilities for not delivering on the promotion. And had Saks provided an update sooner, I could have made my purchases elsewhere with similar promotions but now it's too late. The only option is returning the purchases and there is 1 physical store in NJ which is inconvenient without a car.

First time buy and last time shopper with this company. I will never buy anything from them ever again. If I had known their customer service was so atrocious I would have never ordered from them.

A few weeks ago, I was shopping for a item I could only find at retailers and Saks was one of the companies that was selling it. It was a bottle of 6.8 oz bottle of Maison Francis Kurkdjian Paris, Grand Soir, a $500 item. The package appeared to have left their shipping facility at a reasonable duration of time, and it showed to be delivered on schedule. However, when I picked up the box it was completely empty. Saks Fifth Avenue had used a company called OnTrack and during its shipping at some point someone had ripped open the side of the box and removed the item. When I contacted Saks customer service, they said they would open up a case and get back to me. No idea how long it would take or any resolution for my issue at that time, but I had a bad feeling. Any company that has to "open a case" instead of resolving the issue at the time the customer calls had me worried.

Five days later they contacted me via email saying they had decided to not issue any type of refund or make any attempts to solve the problem. It was somehow my fault the item was stolen during the delivery process, and I was expected to pay $5oo for an empty box. Since there was no one to talk to and they didn't care about making any other efforts to resolve, even after I told them I had video footage of the delivery and the way the carrier was holding the box and swinging it around you could tell it was empty. I also offered to send them pictures of the box opened from one end but note of that mattered.

I would not recommend using this company for any purchases online. If you don't get the item they do not care as long as they have their money.

Beware of shopping at Saks. Refunds require a 30 day waiting period from the time that Saks receives the return to date the refund is issued. I'm not aware of any major retailer who holds your money for 30 days.

I returned a purchase to Saks and received an email that it was received by August 6. When I called after two weeks I was told that I would not receive my money for 30 days. A new policy that wasn't on their website. Unbelievable and unconscionable!

HORRIBLE HORRIFIC return policy. I had ordered 5 gowns (bc there are simply nothing in stores). I literally returned (4) of them the day after received. They received them. So they have the merchandise back it's already a month for the 1 dress & still NO refund. I call I chat they state 30 days. Which is ridiculous If they have merchandise and you can clearly see NEVER worn as that Robbin is attached still and obviously returned the day after received. They charge you to send back as well. So by the time you get your refund it's even costing more bc your getting finance charges on that money TOTALLY UNACCEPTABLE and NO one seems to care. Mind you this is over $ 2000.00. Never Again. ZERO customer service

ABSOLUTELY PITIFUL CUSTOMER SERVICE! I received a return confirmation email on 7/11/2024 stating it will take 10-14 business days to receive a refund on an expensive pair of shoes. 16 business days later, I reached out and they are asking for another 21 BUSINESS DAYS just to give me a refund. I WILL NEVER EVER SHOP HERE AGAIN! They are holding several hundred of my dollars, this is highly unethical and unprofessional. PITIFUL to say the very least! 0 stars! Please see attached for proof.

I am a platinum member with Saks. I will never shop at Saks again. I purchased a pair of Valentino shoes ($520) that broke the first time I wore them. I tried returning them to the store, and was told I have to send damaged items back and can't return at the store? What? I sent them back, and after 4 weeks received them back saying they would not return because they had been worn. There was no signs of wear, other than broken thong. I called, and they refused to credit my account and I was told the warehouse has the final word. What? I disputed on my credit card, and they said it was not returned within their return policy time frame. This was not a return, this is damaged merchandise. Do not ever shop at Saks online. There are plenty of other reputable stores for me to spend my money

I recently attempted to return a coat bought online for my daughter, but unfortunately, the process was far from smooth. The store warehouse rejected my return, claiming that the coat had been worn. However, they provided no details or photographic evidence to support this assertion.

Despite multiple calls to Customer Service and email exchanges—including pictures I took to verify the coat's original condition—no resolution was reached. The lack of transparency in their decision-making process left me surprised and frustrated.

I usually don't write reviews for bad purchases, but I felt compelled to share my experience with this one. I wish I could rate them as zero. I purchased a Strathberry bag on August 24,2024, which was supposed to be delivered by August 29. I was excited to receive my bag, but when it arrived on the 29th, I discovered that Saks had sent me the wrong item—a Versace robe instead of the bag I ordered.

It was difficult to reach a live representative, so I resorted to using the virtual chat feature. The representative I spoke with asked me to send a picture of the incorrect item, which I did. He then offered me the option to either keep the robe for 10% of its price or return it to Saks. I requested that they send me the original item I ordered, as it was not my fault that the wrong item was sent, but the rep informed me that they only handle returns, not reorders. I also asked if they could offer a discount since I was looking forward to using the bag that weekend, but he said no. The most they could do was waive the return shipping fee (as if the mistake was mine).

I returned the item on the same day I received it, August 29,2024. On September 3, I received an email from Saks stating that they had received my return and would process a refund after reviewing the package. Today, I chatted with another representative via text, only to be told that the refund could take up to 30 days.
This experience has been extremely disappointing. SaksFifthAvenue has lost a customer. I've shopped with other stores that acknowledge their mistakes and make efforts to correct them, but Saks has been the worst. Be aware that if you receive the wrong item from Saks, they won't reorder the correct one for you. Instead, you'll have to go through the hassle of returning the wrong item, wait weeks for a refund, and then reorder the item yourself. I have a case # with them and I hope they see it. Case #*******

"I had an extremely disappointing experience with this company, which I feel compelled to share. I returned a pair of shoes over three months ago, which the company confirmed they received. However, despite multiple checks with PayPal and direct communications with the company, I have yet to receive my refund. Both entities claim that a refund was processed, but my account tells a different story. It's disheartening to see that not only am I out of pocket for the cost of the shoes, but the shoes themselves are no longer in my possession. Buyers should exercise caution when dealing with this company, as their practices have proven to be questionable in my experience."