Customer Service at Saks and Barney's, What's Your Story?

[ItsMyWorld]

I definitely think you're judged on looks at Barneys BH too! I got fantastic service, however, I was wearing a dress, carrying a Chanel bag, wearing Lanvins, designer sunglasses... you get the idea. Sad, but I'll intentionally dress up a lot of the time when I'm shopping b/c it just seems to improve the experience so much if I don't have a regular SA.

[linpaddy]

Laureen,

I had the same experience at Saks BH. CS chewed me out for asking about an adjustment. I bought my shoes 1 day before second cut. If they had let me presale, none of that would have happened right?

I don't have a very good experience with Saks BH Shoe Salon. SAs are very unwilling to help. I was there last week early morning to spend some time before picking up my shoes from Barneys. No service.

An hour later, I stepped into Saks again with shopping bags in tow and SAs swarmed all over me. I asked about a pair of Chanels with a slight ink mark and the SA took them away from me!!! He said I could either buy them NOW or he'll send them out to be destroyed! He even suggested that I pay for the repairs myself.

Like a dummy, I succumbed to the pressure cos' there were other women eyeing the shoes. How I wish some of my TPF buddies were with me to knock some sense into me.

Of course, the shoes are now marked down further and there's still a freaking ink mark.

As for Barneys, I've always had good experiences with Rock. He's very sweet and honest. I think he appreciated my help when another customer was dithering over whether a certain size would fit her better. I had just bought the shoes so I offered to let her try them on. Rock said he really appreciated the help especially since the lady did end up ordering the shoes via him.

I find that SAs in Barneys and Saks designer clothing departments are extremely cut throat and not very helpful. Or at least, I haven't found anybody to help me.

I prefer Neimans. Most of the SAs are extremely friendly and would introduce themselves to you. They don't 'poach' each other's clients so I don't feel as pressurized.

But I dislike Saks BH. I usually only visit to check things out. There are two SAs in Prada. One is nicknamed Scary Prada Lady on the Prada forum and the other lady (younger with long black hair) is very sweet. I guess you can tell who I prefer to work with.

I'm going to SCP tomorrow. Can anybody recommend a good Saks SCP SA?

Thanks!

[laureenthemean]

Thanks everyone, it's good to know I'm not alone. Like I said, I'm going to avoid Saks as much as possible, unless it's absolutely necessary. Oh, another wonderful experience I had there: I had just opened a Saks card and was checking out some of the handbags on pre-sale. I was walking around looking at stuff, and I was the only customer in a particular area. The SA was watching me, but didn't offer to help me until I tried on a bag. Then she walked over and said, "Can I help you?" As she said this, she "helped" me take off the bag, taking it from me and putting it back on the table like I was a kid playing with a Faberge egg. I promptly said, "No, thank you," and walked away. She might have sold me a Chloe that day, but I decided to buy a Chanel off ebay instead. I didn't think I was dressed that crappy (not that it should matter), and I was carrying a Barneys bag with me, so obviously I could afford something there (not that it should matter), and still she acted the way she did. I tried to give her the benefit of the doubt, but the way she did what she did and said what she said was very patronizing.

But thanks again for reading my story and letting me know I'm not alone, everyone. I really appreciate it.

[MKWMDA]

I have had the opposite experience from you guys it seems.

I absolutely abhor neiman marcus. The SAs ignore me, or they look all snooty when I ask for a 41, then they look even SNOOTIER when I ask them to do a search. They come back 1 minute later and say NOPE! I bet that NOPE had NOTHING AT ALL to do with the fact that they were 10 minutes from closing. I would have bought them on the spot. (THESE ARE THE BLACK DECLICS I MISSED! BECUASE THEY DID HAVE THEM! THE STORE JUST COULDNT FIND THEM! AND THEN THEY SOLD THEM!)
And never, ever ask them to do a store transfer. They know they arent getting money that day, so they totally lose interest.

Barneys CoOp in the Galleria is atrocious. I walk in there, stand at the register with a CL, and just stand. And stand. While the stoned-looking SA in women's jeans talks with his buddies in the back corner. HELLO. NEWSFLASH. I AM 6'4! (very high heels) I CAN SEE YOU TALKING BACK THERE! GET UP HERE! Then when I asked a girl if they had black declics in a 41, she said no, they didnt come in a 41. I said at Barneys, or at all? She said not in this style, at all. I said YES THEY DO, I OWN THEM IN NUDE. NOW LOOK THEM UP PLEASE!

Saks shoe salon loves me, and every time I walk up they rush up to say hello. They all know my name (except for a few newbies) and they know I'm a GOOD customer. THATS the kind of feeling I like, to walk into a salon and be shown all the newest things, and fawned all over. THATS why I LOVE Saks. And in Houston, they honestly have the best selection of CLs. Neimans seems to get the lame ones. And Barneys CoOp has like 4 styles.

[redlittlewing]

Originally Posted by javaboo

Oh, I'm sorry this happened to you. I did remember some lady over the phone at Saks LV being pretty rude to me when I was calling about some shoes I was trying to locate. She didn't even let me say anything yet and she already said "I don't know what is going on sale and its not going to happen til next week!" I was like "Ok...thanks for the info but I'm looking for xxx, do you have it in stock?"

I had a similar experience with a rude SA at Saks LV, just two days ago! I called to see if they had ANY of the NPs on sale (because I figured that some of the non-classic material versions might have gone on sale) but she was ridiculously condescending and said "oh no, honey, those are classics, of course they never go on sale." LOL, I found what I wanted just a day later. And yes, it was on sale. :/

That being said, Greg and Laurie Lane(?) at Saks LV are super sweet. Not all SAs are bad but you've gotta find the right ones. :/

Saks NYC baffles me. They never pick up the phone, and when they DO, it doesn't sound busy, because I can hear them ALL standing around the phone, complaining about their jobs, singing, dancing, the works, all while they leave a customer hanging on the line. I called to inquire about the joli noeuds last week, and the guy took 10 minutes to check if they had my size, then when I asked him to do a quick check in their system to see where might there be a pair, he NEVER CAME BACK ON THE PHONE. I stayed on the line for an addtl 15 minutes after I asked before I got fed up and hung up. I know it doesn't take that long to check. After that, I called back and asked for Sunshine after I saw him recced here. LOL.

Saks SAs in Texas seem to be really nice. I also like all the people I've spoken to at Saks SF.

[rkarbley]

Good Afternoon,

Was this our BH store you are referring to and thank you?

Sincerely,
Russel Karbley
Sr. Coordinator, Saks Direct Customer Service
Saks Fifth Avenue
500 Hickory Drive
Aberdeen, MD 21001
T 410 297 4406
F 410 297 5599
Toll Free: 888 327 3313
Russel_Karbley@s5a.com

[laureenthemean]

Update on the Declics: I talked to the SA and basically it was all a big misunderstanding, made complicated by missed calls. She asked her manager, who said that there would be no refunds after 7 days, even though it was their fault :T. She was being pretty nice about it, until she basically said I should be grateful that she held them for me, and that she had another customer that would be glad to pay full price, they were the last ones in the system, blah blah blah. Honestly, I do understand about shady or demanding customers, because I have worked retail before, but this was not the case with me. I was being as polite as I could, never raised my voice, and was not trying to accuse her of anything, I just asked her to explain the situation. In any case, I am not going to try to use anyone but Denise at Barney's BH again, and I wish I had discovered her sooner.

[laureenthemean]

Originally Posted by rkarbley

Good Afternoon, Was this our BH store you are referring to and thank you? Sincerely, Russel Karbley Sr. Coordinator, Saks Direct Customer Service Saks Fifth Avenue 500 Hickory Drive Aberdeen, MD 21001 T 410 297 4406 F 410 297 5599 Toll Free: 888 327 3313 Russel_Karbley@s5a.com

Yes, it was. I talked to whoever was at the customer service desk around 7:45 or so last night. I found him to be very rude and condescending. I did not realize Saks had a "no adjustments on reduced merchandise" policy, and had I known, I would not have tried. If the CS person had told me this politely, I would have thanked him and been on my way. As you may have read on this thread, many others have had similar experiences (or much worse) from SAs at the same store.

[babypie]

All SAs at Barneys/Saks/NM intimidate me equally . I'm learning to 'get over it' though.

[luxlover]

I sincerely dislike the SA at Saks. They are rude, un-friendly, and honestly not very helpful. The sales over at NM are always willing to help me do a nation-wide search. Saks never does. Instead, they tell you to call around and find out for yourself ......wth. I know sale shoes are on sale, but hey they still cost good money! I mean CL's are like 900 something full price, even when they are on sale the shoes cost about 400 something. SA's should know that during times like these when the economy is tough, they should be treating their customers even better than usual.

I had a somewhat similar experience to Laureen at the San Francisco store. The tone of voice when they speak to you is just....>_< argh. I had asked if the Sales could help me find a pair of the CL Patent D'Orsay (Jouli Noude) in 37.5 and he basically told me "oh, they are sale shoes. they were all gone months ago"...he had the nerve to tell me this when there was a pair of these shoes in size 9 sitting right in front of me!! I then asked him if he could do a search on the computer for me. He finally did after a bit of pushing on my part. He comes back with a list of which stores has them and told me to call each store myself....

Needless to say, I walked over to Neiman Marcus across the street and got my SA over there to do a nation-wide search on the shoes for me instead. NM was super helpful and the shoes actually are like $12 cheaper at NM.

[rkarbley]

I'm playing catch up on them and thank you for your reply and I also would like to apologize for the lack of service you received. I had sent a copy of your posting to Larry Bruce, our Vice President and General Manger of our BH store and he addressed the issue in their meeting this morning. We do take this very seriously and very regrettably if we should slip and temporarily lose our focus, please let someone know from the stores management staff or send me a email and I will be happy to pass it along. We will do everything in our power to correct and prevent it from occuring again and thank you.

Sincerely,
Russel Karbley
Sr. Coordinator, Saks Direct Customer Service
Saks Fifth Avenue
500 Hickory Drive
Aberdeen, MD 21001
T 410 297 4406
F 410 297 5599
Toll Free: 888 327 3313
Russel_Karbley@s5a.com

[linpaddy]

Originally Posted by rkarbley

I'm playing catch up on them and thank you for your reply and I also would like to apologize for the lack of service you received. I had sent a copy of your posting to Larry Bruce, our Vice President and General Manger of our BH store and he addressed the issue in their meeting this morning. We do take this very seriously and very regrettably if we should slip and temporarily lose our focus, please let someone know from the stores management staff or send me a email and I will be happy to pass it along. We will do everything in our power to correct and prevent it from occuring again and thank you. Sincerely, Russel Karbley Sr. Coordinator, Saks Direct Customer Service Saks Fifth Avenue 500 Hickory Drive Aberdeen, MD 21001 T 410 297 4406 F 410 297 5599 Toll Free: 888 327 3313 Russel_Karbley@s5a.com

Wow this is fantastic. I think you emailed me earlier today too.

Anyways, with all the ongoing sales in the last couple weeks, I gave away over $3K of business to Barneys, Prada Boutique, and Nordstroms (out of state).

CS was very rude on the phone when I asked about a price adjustment. If she had explained nicely in a professional tone, I wouldn't feel so bad. She asked why I did not know about their policy and said that I shouldn't be complaining because I already bought the shoes on sale. As much as I respect Saks' policy, I did not feel that I have to endure a lecture.

This wouldn't have happened if I was allowed to presale at BH last Sat. I wasn't the only person asking, there were many frustrated looking customers. And guess what, many people including me just speed-dial our other SAs since other Saks stores were doing presales.

I understand that it's store policy not to presale last Sat, do price adjustment etc. But it does help to explain the situation nicely to a customer.

Barneys and Neimans were doing a roaring business just next door since most of the customers including me just hopped over. Unfortunately, this also mean that customers like me are highly unlikely to shop at Saks BH again. We may visit but are most likely to give our business elsewhere.

With the power of the internet, word of mouth referrals is a very strong marketing tool. We share SAs and are very willing to direct newbies to great SAs.

With so much competition in the market, consumers need not depend on our local stores.

But I do appreciate you taking the time to investigate this. It is helpful to know that somebody at Saks is listening and that they will take steps to appreciate their customers.

[laureenthemean]

Originally Posted by linpaddy

Wow this is fantastic. I think you emailed me earlier today too. Anyways, with all the ongoing sales in the last couple weeks, I gave away over $3K of business to Barneys, Prada Boutique, and Nordstroms (out of state). CS was very rude on the phone when I asked about a price adjustment. If she had explained nicely in a professional tone, I wouldn't feel so bad. She asked why I did not know about their policy and said that I shouldn't be complaining because I already bought the shoes on sale. As much as I respect Saks' policy, I did not feel that I have to endure a lecture. This wouldn't have happened if I was allowed to presale at BH last Sat. I wasn't the only person asking, there were many frustrated looking customers. And guess what, many people including me just speed-dial our other SAs since other Saks stores were doing presales. I understand that it's store policy not to presale last Sat, do price adjustment etc. But it does help to explain the situation nicely to a customer. Barneys and Neimans were doing a roaring business just next door since most of the customers including me just hopped over. Unfortunately, this also mean that customers like me are highly unlikely to shop at Saks BH again. We may visit but are most likely to give our business elsewhere. With the power of the internet, word of mouth referrals is a very strong marketing tool. We share SAs and are very willing to direct newbies to great SAs. With so much competition in the market, consumers need not depend on our local stores. But I do appreciate you taking the time to investigate this. It is helpful to know that somebody at Saks is listening and that they will take steps to appreciate their customers.

ITA! It's not the policy I had a problem with, it was the way the CS rep (and other SAs) treated me. I was totally unaware of the policy, and if someone had just taken the time to explain it to me, I wouldn't have minded at all.

[scuder]

Originally Posted by MKWMDA

I have had the opposite experience from you guys it seems. I absolutely abhor neiman marcus. The SAs ignore me, or they look all snooty when I ask for a 41, then they look even SNOOTIER when I ask them to do a search. They come back 1 minute later and say NOPE! I bet that NOPE had NOTHING AT ALL to do with the fact that they were 10 minutes from closing. I would have bought them on the spot. (THESE ARE THE BLACK DECLICS I MISSED! BECUASE THEY DID HAVE THEM! THE STORE JUST COULDNT FIND THEM! AND THEN THEY SOLD THEM!) And never, ever ask them to do a store transfer. They know they arent getting money that day, so they totally lose interest.

I've also had bad experience with Houston NM. I saw some Simple 70 on the display table and I wanted to ask an SA if they have any Simple 85. While I had the shoe in my hand and was looking around for a SA, several SAs made eye contact with me then looked away. One of them looked at me, looked away, then proceeded to ask a guy in suit if he needed any help (I had on a t-shirt and jeans). I walked up to an SA and asked if they had any Simple 85 in inventory, and he told me he didn't know what that was.

The SAs in Saks shoe salon have always approached me right away and asked if I needed any assistance regardless of what I was wearing that day. However, the best shoe dept service in Houston is definitely Nordstrom.

[laureenthemean]

^I do love Nordstrom CS! They are the best, consistently. I only wish the CL selection at Topanga was better. I would buy all my CL from there.