I purchased a Versace Robe for international shipping on April 12th to my brother in Aus for his birthday. The item was delivered with no waist tie. After calling and being on hold for over four hours I finally spoke to someone who said they would check their distribution center and if it wasnt there they would send out the waist tie and to expect an email with shipping information within a few days. I did not get an email so I called again and waited 3 hours to speak to someone. I was told there was nothing Saks could do and was offered 15% off my next order (what!?!?). I demanded to speak to a manager and was told I needed to ship back the item and then reorder which I agreed to. I requested a return shipping authorization and shipping label which the manager said he would email me right away and then he hung up. I did not receive any shipping information. After a few days waiting I called back again as I couldn't return the item without the label. I tried emailing countless times but they would either go unanswered or get a generic replies with no actual information on them that was of use (I have even been called the wrong name over email multiple times). Finally I was able to get the label and then they CANCELLED my return with no explanation once we hung up so I yet again had to get on the phone and wait to speak to someone to get a new label - another two hours of waiting - every time the customer service have been rude and seemingly no idea of all the previous conversations I had had so every time I needed to go over the issue again. Finally we were given the label and my brother shipped the item back that same day - May 1st. We were not provided with any tracking information despite asking numerous times. After 6 weeks of no updates from Saks I called and I was told I needed to wait 2 more weeks - I waited on hold for over an hour for them to tell me to call back in 2 weeks. So I called again at the 8 week mark and I was told that they had no idea where my package was and would look in to the issue. I was put on hold multiple times by the customer service representative. She said she would email me an update once she knew where the package was. I did not receive any email. About a week later I got a generic email saying I needed to wait up to two months for Borderfree to return the item (despite it already being over two months). I also reached out via instagram, facebook and twitter but to no avail. Now it has been 3 months since purchase, 2.5 months since returning the item and I still have not received a refund. I have not been able to find out if my refund is processing and when I can expect my money back. This entire experience has been incredibly stressful. I am tired of being on hold and having to go over all of this information over and over and over again - I simply want my money back so I can buy my brother another present (3 months late and certainly from a different store!).