Saks lost part of my return, and now I have to pay for it?!?!

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#16
Sorry to hear about this! I had a similar situation with Shopbop at this exact time last year but it was handled completely differently.

I sent back 3 items in a large box. 2 pairs of jeans, and a massive pair of knee high boots that were on sale for 400 bucks. A couple days after the return went through I noticed I was not credited for the boots, and with their returns everything usually pops up at once. So I called them up, told them the boots were *definitely* in the box--huge boots, huge box, and they probably could figure they were returned by the shipping weight. The rep apologized and credited my account the 400 bucks on the spot.

I was shocked. Should note, I drop thousands of dollars there so that could have played a part. Always thought they had amazing customer service though.
 
#17
cutiek1t said:
Saks is terrible i used 3 gift cards to purchased my louboutin and the rest on my visa cc somehow they managed to charge me more on my cc. Turn out their system missed one of the gift card but on my receipt did showed that 3 were used. Have to called their office more than 6 times to get it sorted out. Don't understand how it could screw up like that.
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That's awful! I don't understand how all of these screw ups happen, or why anyone bothers shopping at Saks anymore.
 
#18
kaydelongpre said:
Sorry to hear about this! I had a similar situation with Shopbop at this exact time last year but it was handled completely differently.

I sent back 3 items in a large box. 2 pairs of jeans, and a massive pair of knee high boots that were on sale for 400 bucks. A couple days after the return went through I noticed I was not credited for the boots, and with their returns everything usually pops up at once. So I called them up, told them the boots were *definitely* in the box--huge boots, huge box, and they probably could figure they were returned by the shipping weight. The rep apologized and credited my account the 400 bucks on the spot.

I was shocked. Should note, I drop thousands of dollars there so that could have played a part. Always thought they had amazing customer service though.
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Wow, at least Shopbop still cares about customers! I'm happy to know that your Shopbop issue was resolved. I've been shopping with them more often now that I'm soured by Saks' nonexistent customer service.
 
#19
I wish that I had a good update to post, but still nothing. I spoke with another "customer service" person yesterday, and she assured me that she would call me back within 24 hours. Of course, I haven't heard back. The first few people that I spoke with haven't gotten back to me either.

I messaged Saks on Facebook and they sent me an email address. I just drafted and sent an email to that address.

I feel like it's hopeless at this point. I hate that I'm about to pay a bill on my Saks credit card for something that's been lost in the warehouse for weeks. I will never shop without true purchase protection again. I really appreciate American Express right now, and could kick myself for ever using my Saks card at Saks.com.

My husband recently made a large (>$4000), travel-related purchase on our Saks Mastercard because the travel company didn't take American Express. After hearing about my issue, he called the travel company and asked them to refund the Saks MC charge and charge it to another Visa that we have. He couldn't stand the thought of Saks benefitting in any way from our purchases after this mess. As soon as the return/refund situation with Saks is sorted, I'm not just cutting up my Saks store card/Mastercard, I'm completely closing the account.
 
#20
I take it that you all don't live near a Saks store. I do a lot of shopping on line, but always return directly to the store. That way I have a receipt in my hand for my return. I know dropping a box at fedex would be easier, but I get too nervous about it and your stories confirm that.

So sorry about this. Can't you get the store to temporarily credit your acct until the matter is resolved (like Amex does) so you don't have to pay the bill?
 
#21
Jesssh said:
Lord and Taylor (same company, I think) is slow to process returns as well. I used their shipping label and they said they couldn't track it. I could, and disputed the charge with my cc company 11 days after they RECEIVED the return. 3 days later the refund was posted. I do not trust them and will not order again unless they open a store locally that I can return to.
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I have never shopped here but I bought something online and returned it, I will see how it goes an crossing my fingers they come through.
 
#22
Google the CEO of saks and find contact info....send email or call as these people always have an executive team that handles issues like this.
I stopped shopping bloomingdales about 8 years ago for just this reason so I understand your anger....hope it works out for you..
 
#23
I bought a Chloe Marcie from Saks last week, got the parcel this morning with a Gucci bag in it! Called custom service and asked for a replacement and the lady said there's nothing they could do about it (the model is not even listed on the web site anymore) except for a refund. So all I can do now is to go to the post office and return the box. I was so excited to receive the bag as a X'mas treat for myself...bummer :(
 
#24
PurseMonster said:
I bought a Chloe Marcie from Saks last week, got the parcel this morning with a Gucci bag in it! Called custom service and asked for a replacement and the lady said there's nothing they could do about it (the model is not even listed on the web site anymore) except for a refund. So all I can do now is to go to the post office and return the box. I was so excited to receive the bag as a X'mas treat for myself...bummer :(
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Perhaps the person who got the Chloe bag will return it.. sorry about that..

Keep checking back.. things will turn up after the holidays
 
#26
Still waiting for my refund... :nogood:

Someone finally contacted me and said they would refund the money, although the item is still "lost in the warehouse." However, no credit has been posted and it's been over a week. I really am done with Saks and using their credit card. I can't believe I was stupid enough to shop with a store card. There is absolutely no purchase protection or recourse when the store messes up.
 
#27
I had a similar experience but at DSW. I bought a pair of Zanotti boots online and they didn't fit right, so I walked over to my store and handed them over - the SA did not process a full return, he just gave me a regular slip telling me it was a return.

A week later and nothing was shown as credited, so I called corporate, they did nothing. I called the store - they had to review security tapes to make sure I dropped the boots off! It was very frustrating - at least someone there did their job and reviewed the tapes, otherwise they weren't going to believe me...and I spend a lot there per year. Was very upset at how I was treated...
 
#28
katran26 said:
I had a similar experience but at DSW. I bought a pair of Zanotti boots online and they didn't fit right, so I walked over to my store and handed them over - the SA did not process a full return, he just gave me a regular slip telling me it was a return.

A week later and nothing was shown as credited, so I called corporate, they did nothing. I called the store - they had to review security tapes to make sure I dropped the boots off! It was very frustrating - at least someone there did their job and reviewed the tapes, otherwise they weren't going to believe me...and I spend a lot there per year. Was very upset at how I was treated...
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Wow, that's awful! I would not want to shop there again.

It's been 12 days since I was told that I would be refunded, but no refund has been processed. My Saks credit card bill is due tomorrow. I really, really, really hate paying for something that was returned four weeks ago. I've never paid a bill late, and never missed paying a bill. I hate that I'm going to pay it, then will have to wait weeks for a refund check from the credit on the account if it ever gets processed. It's like I'm giving Saks an interest free loan with my money, and I'm not interested in lending my hard-earned money to shady corporations.
 
#29
L etoile said:
Wow, that's awful! I would not want to shop there again.

It's been 12 days since I was told that I would be refunded, but no refund has been processed. My Saks credit card bill is due tomorrow. I really, really, really hate paying for something that was returned four weeks ago. I've never paid a bill late, and never missed paying a bill. I hate that I'm going to pay it, then will have to wait weeks for a refund check from the credit on the account if it ever gets processed. It's like I'm giving Saks an interest free loan with my money, and I'm not interested in lending my hard-earned money to shady corporations.
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That is so sad!! That would seriously upset me too! At least with the DSW incident I threatened to contact my credit card company, and I think that speeded up the reviewing of the security tapes.

That is just so sad - you have to go through all of this because of someone else's incompetence :( please let us know how it turns out!!
 
#30
Well, I returned the wrong parcel(I originally ordered a Chloe medium Marcie on Saks website and they sent me a Gucci bag instead) on Dec 24, haven't heard anything from them nor about the refund. Sent them an email a couple of times, the first customer service staff said ' up to 2.5 weeks and the Distribution Center will send me confimation and the second time they said 'my return is still in transit to our warehouse'. I've paid $1500 and there's nothing I can do except for waiting. That's just going to stop me from ordering stuff from Saks online :(
 
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