Pursey,
My Saks experience is not online, so I can't speak to it directly. The place I go is called "The Club" and it is a whole area of the store dedicated to a personal shopper and her assistant. So there is definitely a personal touch. I feel if I have any issues, she or the store manager will take care of it.
Saks knows my shopping history. And it's a big deal that I have left Neimans for good. In fact, before I left Neimans, I returned well into the 5-figures in purchases because I was so angry how the store managed the situation with my jewelry SA.
I do like online shopping, but only in places that really specialize in it, e.g. Matches, Net A Porter, My Theresa, etc.