Venting - TERRIBLE service at Saks Fifth Ave
- Thread starter xxmicahxx
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Have you not been refunded yet? They CANNOT hold your money hostage if you have returned the bag to them, that is wrong, wrong, wrong (AND illegal!)
Did you pay via a credit card? If so i would be on the phone to the credit card issuer right now stating that i wanted to initiate chargeback proceedings.
Did you pay via a credit card? If so i would be on the phone to the credit card issuer right now stating that i wanted to initiate chargeback proceedings.
Wow, I'd be fuming, too! I've had something similar happen to me (Saks wasn't the store, though): I ordered a tank top on clearance (I'd been looking at it for awhile, and was waiting for the lower price that I knew was coming), but the store sent me something completely different (a pair of mens' track pants?!).
When I called and explained the error, they told me that I'd have to wait until they received the pants back before they would send my top to me. I told them that the top would likely be out of stock by then, and they really didn't care. I ended up having to buy the top again on the website that night, and then just got my money back for the original purchase. I really hate that some companies treat us this way. The employee on the phone wouldn't even allow me to talk to a manager!
Some places have amazing customer service, though. Amazon overnighted a new Kindle to me when mine broke, and I just had to send the broken one back later. Victoria's Secret did the same thing for me when they sent me a pair of shoes with a scuff on them, and I had 30 days to send back the original pair.
When I called and explained the error, they told me that I'd have to wait until they received the pants back before they would send my top to me. I told them that the top would likely be out of stock by then, and they really didn't care. I ended up having to buy the top again on the website that night, and then just got my money back for the original purchase. I really hate that some companies treat us this way. The employee on the phone wouldn't even allow me to talk to a manager!
Some places have amazing customer service, though. Amazon overnighted a new Kindle to me when mine broke, and I just had to send the broken one back later. Victoria's Secret did the same thing for me when they sent me a pair of shoes with a scuff on them, and I had 30 days to send back the original pair.
Update: I got the shoes I ordered today. They actually came through in the end. Shipped them out before they returned ths CHs. So.... I guess I'm eating my words.
Oooh, just read your update! Glad that everything worked out!
Sorry OP for the hassle they put you through. At least your size was still available for them to ship out.
My issue with them is that you can't use your rewards card/gift card when you call a store about an item because they have to physically swipe the cards. It's not my fault that my local Saks doesn't carry the items I'm looking for. This practice seems so antiquated for today's technology.
Sorry this is a bit late, but I just read this thread. It's probably to prevent gift card fraud... there are people that get the numbers off gift cards, then wait for someone to buy that particular card, then use the number before the person that actually purchased the card gets to even use it. My mother worked for a phone company doing tele-relay and it was very common for scammers to call stores and go through lists of gift card and credit card #'s to find one that worked so they could get merchandise.
Has anyone had a similar experience?
Ordered a Tory Burch Robinson double zip tote from saks online. I'm accustomed to getting email confirmation receipts of orders but I did not get one form Saks so I contacted customer service. The agent told me that I will get one within 72 business hours. Four days past and I have nothing so I contact customer service again. Another agent then tells me that I didn't get a confirmation because of a system error and tells me I have to wait another 72 hours. Angry, I told her what the first rep had said so she told me she'd send it to me asap by 11ppm that night.
Then, when I get the bag, I see a huge scratch/black mark on the bag as I'm pulling the bag out of its wrapping.
I brought it back to the store the very next day and they tell me they can't credit it at the store because it's damaged - they said they'll help mail it back to where it needs to go but they give me no receipt or confirmation that they've taken it. Based on the experience I had received from just ordering online, I was already weary of giving her the bag but I did, and she said if I don't see a credit within two weeks, to give her a call back.
Tried calling the lady back two days later just to confirm they've mailed the bag back and I'm told she's out but will be back in the next day; they took a message for me. I called back next day and then was told she couldn't make it in but that the manager would give me a call before 6pm. Did not get a call. I called back the next day and could not get a hold of anyone in the handbag department. Operator tried getting someone on the line as well but no one was picking up after three calls (on top of the three times I already had tried to get through myself).
I am so worried that they will tell me I didn't give them any bag to return and that I will get no credit on top of a missing bag.
I will never shop at Saks again. This is way too much grief and trouble.
Ordered a Tory Burch Robinson double zip tote from saks online. I'm accustomed to getting email confirmation receipts of orders but I did not get one form Saks so I contacted customer service. The agent told me that I will get one within 72 business hours. Four days past and I have nothing so I contact customer service again. Another agent then tells me that I didn't get a confirmation because of a system error and tells me I have to wait another 72 hours. Angry, I told her what the first rep had said so she told me she'd send it to me asap by 11ppm that night.
Then, when I get the bag, I see a huge scratch/black mark on the bag as I'm pulling the bag out of its wrapping.
I brought it back to the store the very next day and they tell me they can't credit it at the store because it's damaged - they said they'll help mail it back to where it needs to go but they give me no receipt or confirmation that they've taken it. Based on the experience I had received from just ordering online, I was already weary of giving her the bag but I did, and she said if I don't see a credit within two weeks, to give her a call back.
Tried calling the lady back two days later just to confirm they've mailed the bag back and I'm told she's out but will be back in the next day; they took a message for me. I called back next day and then was told she couldn't make it in but that the manager would give me a call before 6pm. Did not get a call. I called back the next day and could not get a hold of anyone in the handbag department. Operator tried getting someone on the line as well but no one was picking up after three calls (on top of the three times I already had tried to get through myself).
I am so worried that they will tell me I didn't give them any bag to return and that I will get no credit on top of a missing bag.
I will never shop at Saks again. This is way too much grief and trouble.
I just saw your post. I am hating Saks right now! I had to vent and I had posted this: http://forum.purseblog.com/general-shopping/terrible-service-at-saks-751256.html
I hope my problem works out as well as yours did. I'm currently out more than $600 and do not have the bag I purchased in my possession. I also do not have any receipt or proof of the lady at Saks taking the bag to return for me. I am so worried I'll be out $600+ and the damaged bag they sent me. So irritated.
I hope my problem works out as well as yours did. I'm currently out more than $600 and do not have the bag I purchased in my possession. I also do not have any receipt or proof of the lady at Saks taking the bag to return for me. I am so worried I'll be out $600+ and the damaged bag they sent me. So irritated.
wow that is terrible. what a runaround. You did not receive a shipping or return label with the original box?
I got a shipping label but thought I could return it at the store - and when the sales associate offered to send it back for me, I thought that would be better than me having to deal with it.
I really should have just taken the bag and fed-exed it myself though. Now I'm so worried they're not going to do what they told me they'll do - especially since I can't get a hold of the lady who took the bag (and because my ordering experience was already bad). This was the first time I've shopped at Saks.com. Never again.
Sorry that this has happened. :[
Maybe continue to try calling them and annoying them to get what you want. Or possibly ask for a manager or someone of higher authority in the saks customer service realm. wish i could give you more advice.
Thats weird that the SA did not give you any notations or paper entailing the return..
I just ordered a DVF wrap dress from Saks.com and didn't get an email confirmation either so I wouldn't let that worry you. They must be having issues w/ the ecommerce site or something. If I log into my account and view my order history, the order is there along w/ the tracking info.
Second, once the bag is in their possession, it is their responsibility...period. You gave it to them (sounds like you know the woman's name who accepted the bag from you) so you should be in the clear. WORST, WORST case scenario, you file a dispute w/ your credit card company if the charge remains & the bag goes MIA. Then the CC company will try to work it out w/ Saks and 9 times out of 10, the company (Saks in this case) will try to recnify the situation by either replacing the damaged item or issuing a refund. Good luck to you. This type of stuff irritates the crap out of me so I feel your pain. Keep us posted.
Second, once the bag is in their possession, it is their responsibility...period. You gave it to them (sounds like you know the woman's name who accepted the bag from you) so you should be in the clear. WORST, WORST case scenario, you file a dispute w/ your credit card company if the charge remains & the bag goes MIA. Then the CC company will try to work it out w/ Saks and 9 times out of 10, the company (Saks in this case) will try to recnify the situation by either replacing the damaged item or issuing a refund. Good luck to you. This type of stuff irritates the crap out of me so I feel your pain. Keep us posted.