This is a long and unpleasant story:
Everyone knew that Saks.com had a huge after-xmas sale. I placed an order with them on 12/25/09: a Maison Martin Margiela X-Shaped Hobo in gray and a pair of Miu Miu flats. Lovely. I received the order on 1/5/10 and opened it up excitedly. I saw the flats, they were adorable. Then the bag...it wasn't gray. It didn't look like the bag I purchased online. The leather was really really soft, but it was black with blue decoration. NOT MY BAG. I called sak.com CS immediately to inquire. The representative apologized for the mistake and arranged a fedex guy to pick it up the next day. I was happy with the service. (I ended up returning the flats as well because I bought too many pairs of shoes...) The package was returned to the Sak's distribution center on 1/8/10.
After two weeks, I still had not seen the refund come through, so I called to follow up. Again, they apologized for the inconvenience and would check with the distribution center.
A week or so later, I got a package from the distribution center with a letter saying that they could not accept my return on the bag because they could not find this particular item in their system and Saks does not carry it. WTH!!!
I returned the bag because it was not the same bag that I ordered and now they were telling me that it is MY FAULT that this was not the same bag??!!! RIDICULOUS!!!! So I called CS immediately and told them what happened and I was now irritated by this whole situation. The lady this time said she was sincerely empathized with me and offered me a fedex pickup the next day and would make sure she let the distribution center knows what had happened. She also offered to send me $25 giftcard for my inconvenience. She said that she would call me to let me know the status by the end of the week. I really appreciated how nice she was. So I gave it another try.
Another two weeks later, I had not heard anything from the nice CS lady or had not seen the giftcard. I finally would not deal with it anymore and filed a dispute with my credit card company. The credit card company called and asked me the standard questions and what had happened. I told them everything and they said they would talk to Sak.com and see what was going on.
A few days later, I received a credit on my statements and an email from Saks.com saying that they completed the refund. BUT THAT'S NOT THE END OF THE STORY. Saks did not issue me a refund. It was my credit card company who put that charge on hold.
Fast forward a couple week later - today, I received a phone call from Saks.com Security Department telling me the bag I returned was not in their system and could not issue me my refund of almost $500. She basically implied that I was trying to cheat their system and I am no longer allowed to purchase from Saks.com. I will have to make purchase at the store only! I WAS AND STILL AM FURIOUS! I don't know how the wrong bag would get shipped out at the first place and WHY AM I THE ONE TO BLAME FOR????!!!! I told that lady on the phone, it is perfectly fine that I don't shop at sak.com anymore because there are a lot of other department stores that I can buy from. Not my loss.
Thank you for letting me share my story and vent! Just be aware that if you receive a wrong item from Sak.com, you will probably not be able to get a refund.
Everyone knew that Saks.com had a huge after-xmas sale. I placed an order with them on 12/25/09: a Maison Martin Margiela X-Shaped Hobo in gray and a pair of Miu Miu flats. Lovely. I received the order on 1/5/10 and opened it up excitedly. I saw the flats, they were adorable. Then the bag...it wasn't gray. It didn't look like the bag I purchased online. The leather was really really soft, but it was black with blue decoration. NOT MY BAG. I called sak.com CS immediately to inquire. The representative apologized for the mistake and arranged a fedex guy to pick it up the next day. I was happy with the service. (I ended up returning the flats as well because I bought too many pairs of shoes...) The package was returned to the Sak's distribution center on 1/8/10.
After two weeks, I still had not seen the refund come through, so I called to follow up. Again, they apologized for the inconvenience and would check with the distribution center.
A week or so later, I got a package from the distribution center with a letter saying that they could not accept my return on the bag because they could not find this particular item in their system and Saks does not carry it. WTH!!!
I returned the bag because it was not the same bag that I ordered and now they were telling me that it is MY FAULT that this was not the same bag??!!! RIDICULOUS!!!! So I called CS immediately and told them what happened and I was now irritated by this whole situation. The lady this time said she was sincerely empathized with me and offered me a fedex pickup the next day and would make sure she let the distribution center knows what had happened. She also offered to send me $25 giftcard for my inconvenience. She said that she would call me to let me know the status by the end of the week. I really appreciated how nice she was. So I gave it another try.Another two weeks later, I had not heard anything from the nice CS lady or had not seen the giftcard. I finally would not deal with it anymore and filed a dispute with my credit card company. The credit card company called and asked me the standard questions and what had happened. I told them everything and they said they would talk to Sak.com and see what was going on.
A few days later, I received a credit on my statements and an email from Saks.com saying that they completed the refund. BUT THAT'S NOT THE END OF THE STORY. Saks did not issue me a refund. It was my credit card company who put that charge on hold.
Fast forward a couple week later - today, I received a phone call from Saks.com Security Department telling me the bag I returned was not in their system and could not issue me my refund of almost $500. She basically implied that I was trying to cheat their system and I am no longer allowed to purchase from Saks.com. I will have to make purchase at the store only! I WAS AND STILL AM FURIOUS! I don't know how the wrong bag would get shipped out at the first place and WHY AM I THE ONE TO BLAME FOR????!!!! I told that lady on the phone, it is perfectly fine that I don't shop at sak.com anymore because there are a lot of other department stores that I can buy from. Not my loss.
Thank you for letting me share my story and vent! Just be aware that if you receive a wrong item from Sak.com, you will probably not be able to get a refund.
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