On Friday afternoon I discovered that there were more pending charges on my card for what appeared to be approx. $1500 - which meant that, on top of the original charge for the lion head bag that had not yet been refunded($3285) they had caused my card to MAX OUT! I discovered this when attempting to use the card for a $10 book purchase for my daughter and I was denied. I was, needless to say, freaking out, but I had to wait until my bank opened this morning to discover that the Naples, FL Saks that I've been trying to deal with on this bag purchase had charged my card again for $1664 and then immediately refunded it, however the funds are still in authorization and are not available until they clear in a day or two.
I called the location and spoke with a store manager, Christine. After she chased everything down and found the bag, the charge history, etc, she determined that the bag had been sent to me. I told her no way, they told me that they were not going to send it to me and furthermore I do not wish to purchase it from them anymore and just want my refund. She then said to let her look again and track down the bag, etc. After she called me back she said that everything should be fine and that all the charges had been settled after 3pm last Friday and probably had not cleared my bank yet.
I told her I had already spoken with my bank this morning and they confirmed that everything would eventually settle regarding the $1664 charges, but there was no pending refund for the original $3285. Ultimately I agreed to give it til the end of day and see if it comes through. She didn't offer an explanation but when I asked she said the additional charge appeared to be Lela, the SA, trying to split the sale with my local SA for commission purposes but would have to speak with her to know what exactly she was trying to do.
She was completely unapologetic for the store having maxed out my card and refusing to send a paid for item to me. She didn't know why they wouldn't mail the bag to me and only after I persisted for an explanation did she reluctantly agree to ask the SA, Lela and have her call me. I told her I already knew what the SA would say and that she didn't know either and didn't want a third call from her to hear the same thing. Christine said she'd try to find out more and would call me tomorrow since no one involved is there right now.
She also said if I still want the bag we could try to run the card again, Ha! I said they had already charged and then refunded my money so why would this be any different. She didn't know.
I am willing to forgive and forget if there was a genuine mistake in the ringing up of the transaction however I was given no explanation with virtually no apology for this ridiculous situation. It almost feels like some kind of discrimination but they won't tell me what it is.
What in the world could the problem be? Should I go above this lady for further explanation or should I just drop it and move on? I've always loved Sak's and am just now starting to be able to afford things there, plus it is the only luxury department store in my area. I would hate to have to stop going there but I am so aggravated with this situation!