That's weird. Saks live chat is usually pretty helpful, but they've made mistakes on my orders in the past (sending me the wrong size, not sending my shoes at all). Sometimes it seems like they don't know what's going on. They kind of guide you down the right path, but you have to speak with the store that has your size directly to make sure it's the right size, color and material. Also, I usually save the online chats and email it to myself so I have a record of who I spoke with and whatever promises they've made, such as crediting s/h.
But I agree with you, I hate padding shoes. If it helps though, I've usually taken 1/2 size down in my Ron Rons b/c the toe box is a little wider.