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

[Kamilla850]

Wow I just read through the last few pages and I can't believe that Russell has been so pro-active and helpful in resolving issues for us. Thanks very much Russell!

I personally have never had a bad experience at Barneys or Saks but I've always dealt with the same SAs for the past 7-8 years.

[rkarbley]

Originally Posted by Kamilla850

Wow I just read through the last few pages and I can't believe that Russell has been so pro-active and helpful in resolving issues for us. Thanks very much Russell! I personally have never had a bad experience at Barneys or Saks but I've always dealt with the same SAs for the past 7-8 years.

Good Afternoon,

Thank you all so much and that was very kind of you to mention.
I would also like to apologize for my delay in responding and sometimes there may be a lag and it's not on purpose and I do apologize.

Thank you,
Russel

[LanaThaSTAR]

Oh Russel,

If you could find me a pair of Nude Patent heels in a size 35.5 or 36 I will marry you! (It's ok, my boyfriend won't mind! lol) At this point, I'm not even that picky about the style (Declics, VPs, Yoyo, Decolletes..don't care!).
Also, does the NY store have any black patent VPs available? I plan on making a trip there and I'm praying that it'll be worth it.

Thanks SO much!

[themgdinosaur]

Originally Posted by linpaddy

If you wants Saks to ship directly to you (Australia), don't forget that you have to factor in custom fees which may add up to more than the combination of local sales tax and your friend's shipping charges.

Thanks!

Anything below AU$1000 is tax free for import to Australia :)

[honu]

Hello Russel,

Thank you so much for helping us PFers out! You have done an awesome job in restoring our faith in customer service.

If you could locate a pair of black patent Ernesta 100 sandals in size 35 you would be a miracle worker!

Thank you so much!

[rkarbley]

Originally Posted by honu

Hello Russel, Thank you so much for helping us PFers out! You have done an awesome job in restoring our faith in customer service. If you could locate a pair of black patent Ernesta 100 sandals in size 35 you would be a miracle worker! Thank you so much!

Hello to All,

You all have been very kind and thank you!

As I mentioned previously, there will be lags in my replies so if in a hurry, you may want to try your SA or the department itself.

Just as a fyi, my primary duties lie within another aspect of our customer service department but I also receive and monitor all customer service related internet alerts for Saks so it keeps me somewhat busy and is how I come to the postings.

I also must admit that I am not a shoe afcionado yet, so please forgive, but if you include the designer/vendor name as well, that would be a big help until I get up to speed and thank you.

Please have a super and safe 4'th!

russel

[honu]

Originally Posted by rkarbley

Hello to All, You all have been very kind and thank you! As I mentioned previously, there will be lags in my replies so if in a hurry, you may want to try your SA or the department itself. Just as a fyi, my primary duties lie within another aspect of our customer service department but I also receive and monitor all customer service related internet alerts for Saks so it keeps me somewhat busy and is how I come to the postings. I also must admit that I am not a shoe afcionado yet, so please forgive, but if you include the designer/vendor name as well, that would be a big help until I get up to speed and thank you. Please have a super and safe 4'th! russel

Hello Russel,

Sorry about not including the designer...it's the Christian Louboutin Ernesta 100 sandals in black patent, size 35.

Thank you fo any help on this!

[chanell0ve]

Saks in NYC are rude rude rude..i called them awhile back regarding the very noeud in blue, the SA responded really qiuck and said, "no we dont have it". When i called another Saks they said NYC had 3. EEeeeRRRR

[laureenthemean]

UGH, the Saks NY people are the worst! They never answer the phone, and I've called right when they opened, and I was on hold forever.

[chanell0ve]

i know what you mean..i was on hold forever!

[chunkymunky85]

one day a friend and i were trying on CLs at a NM and i was asked the rudest question by the SA " are you just trying on shoes? Or are you actually going to buy them? " can you believe THAT? I am in NM a lot and know most of the SAs and have made a number of purchases there i simply replied to him " We are trying on shoes." He then brought me the shoes i asked for and started a game of 20 questions about where i am wearing them to etc. i gave vague answers because frankly it was none of his business I then looked at myself with a pair of shoes on while he continued to question my friend to see if our stories matched CAN YOU BELIEVE THAT? I then asked for his card and asked him if he got paid on commission he of course said yes i then continued to walk out and not buy anything because he was so rude and i would rather not deal with freaks like him
He is no longer employed there DUH! however i did spot him in the mens department once at another high end retail store i politely said hello and continued shopping

[laureenthemean]

The nerve of some people...seriously, what do SAs risk by being nice? They have nothing to lose by being nice to everyone, and everything to gain. Being a jerk on the other hand...

[glamgrl921]

Originally Posted by azhangie

Not suprised... I find the plp over at BH very rude and not willing to help you out. Except the comestic plp - the guys working at the revive counter are AWESOME. I, too, have experienced standing around wondering if someone is going to help me out and was just left standing there with 3 shoes in my hand (looking like an idiot); while all the sales are standing around talking to each other. The LV plp are even worse - dont get me started. I work with Donna at the chanel room and she's good...everyone else just looks as you and looks away. I once stood at the counter looking at a wallet and the lady behind the counter kept looking around and looked at me...saw me staring at her...looked away and looked at the counter. 5 mins later another sales comes by and asks if she can help me. UHH NO thanks. The sales that work on the second and third floor (basically the designer floors) are rude as hell. My mom went to go buy a gucci trenchcoat for our china trip last november, this one lady was helping her. She told my mom the jacket went on sale 40% - great deal but still $3 grand. She only had a size 40 and my mom wears 38 and asks the SA if she can locate another one. The SA says NO...we're not allowed to during sales. So my mom thinks about it and tells her she'll take it but what's the return policy. My mom has had bad experiences with boutique sale items having a "no return" policy. Well the minute my mom asked her that, the sales goes on a rant. She tells my mom that if she's just going to buy it and return it, then she rather my mom not buy it so someone else can. And refused to tell my mom the return policy, she just kept asking why do you want to know what the return policy is!? "If you like the jacket it shouldn't matter what the return policy is" (her exact words). And then the SA goes if you buy this will you return it? My mom's like well I really dont know, I like the jacket and I really do want it but its a little big and you're not willing to locate another size for me. So the SA goes ok and takes the jacket right out of my mom's hands and puts it back on the rack. Umm OK. It's a $3 grand jacket (after discount) and its 1 size too big...I'd like the peace of mind of knowing I can return it if it doesnt work out. I totally understand that people buy things and try to sell it and make a profit...but my mom has the elite Saks card and it wasnt like she was buying up everything on sale. Dood come on. After that, it left a bad taste in my mouth. Saks has some great deals sometimes (egc's) but honestly if I can get it at NM or Nordstrom I will go there instead. So you are soooo not alone in this. Dont feel bad - I guess looking filthy rich is a requirement for getting good service there.

my god i can't believe that!!! i really can't stand the way the SA's behave sometimes!!! either they bend over backwards to help you or they completely ignore you and are very rude!! but that story takes the cake!! i would have seen the store manager and complained. even if they jacket cost $100 there is NO excuse for that kind of awful behavior!!!!!

I have a story from about 2 weeks ago. I went to Saks in short hills nj and was scoping out the sale rack when I found this amazing light green robert rodriguez light weight knit top. after I tried it on, i noticed a pull in the fabric by the collar. I asked the SA if they had any other, she said no, but she took it upstair to the alterations dept. and they fixed the pull immediately and free of charge. well about 1 week later i put it on and noticed a small rip in the fabric on the side, i knew it would be beyond repair so i decided to take it back. there was a different SA in the dept this time, a girl who looked like she was in her early 20's (about my age). well this b**** has so much freakin attitude I nearly lost my cool with her. after i told her about the rip, she suggested in a roundabout way that I ripped it at home and now want to return it. she then got her manager over. i said to the manager that i loved the shirt, but since they didnt have any other ones i just wanted my money back, as i didn't notice the rip when i got the shirt. the manager told her to do the return and walked away. this girl literally threw the recipt at me and rolled her eyes. i wanted to rip her cheap jessica simpson hair extentions out of her head! i will get the last laugh though. she clearly has an addiction to the tanning booth and in 10 years time she will look like carol channing and I will still look 21 year old!

[daisyduke947]

Does anyone know of any good sales associates at Barneys' that I should email? I'm looking for a couple pairs and am need of help. Thanks!

[linpaddy]

I had an okay experience with Saks BH today. I had to do some returns and even though the CS was a little abrupt, the lady behind the counter helped me out. She wasn't the friendliest person and clearly was there just to do her job.

But it was okay. She knew her stuff and I was sufficiently pleased.

Then I went to Barneys BH and as usual, the service was great. I find that Barneys SAs are pretty laid back. They almost always approach the customers first and are never too pushy.