Thanks, everyone. I finally got a hold of the person today. She said because she didn't see it on someone's desk anymore, she believes the bag was mailed out - I wish she could have just confirmed that it WAS mailed out. Hopefully I'll see the credit in a week and a half.
Venting - TERRIBLE service at Saks Fifth Ave
- Thread starter xxmicahxx
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This is almost the only experience I have with Saks. I know this advice is too little, too late, but please never let them mail anything back for you. In my experience, Saks SA's are the RUDEST when you make a return and could care less if you get your correct merchandise or money back. I once had to literally argue with the Saks SA because she was pushing back so much on a return for a Gucci scarf ($600) that I bought online, tags attached and had the receipt. And all I wanted was store credit! She kept me waiting 30 minutes as she refused to process the return and started showing me every single scarf they had and trying to convince me to do an exchange instead. it was pathetic. seriously WTF?
You should call SAKS Corporate. Do you have the name of the SA? Give them as much info as you can. Good luck.
Thanks so much for all the suggestions everyone. I had gotten an email from Saks to review the product I got. I ended up writing a review about how I received a damaged bag and surprisingly, someone contacted me to apologize and that they would address to the issue with the associate who packed the damaged item. She told me to get a return shipping confirmation from the associate that helped me and to give it to her so she can track the return for me.
Ugh - I had to respond to her by saying that it has been very difficult for me to even contact the associate to confirm she's shipped the bag for return. I had called her two days after I dropped the bag off and I left a message for her because she was out; the person I spoke with told me she'd be back in the next day. The next day I called again and was told she couldn't make it in and that the manager would call me back before the end of the day, which she never did. I called back the following day and no one picked up the phone after three tries - even the operator tried a few times to reach someone for me but no one picked up.
The associate finally picked up the phone the third day I called back (after I had left two messages and the manager had not called me back) - and when I asked her to confirm if my bag was shipped for return - she didn't even give me a firm confirmation. She said that because she didn't see on someone's desk anymore, that she believes it was shipped for return. She told me to call back in two weeks if I don't see a credit on my card.
I would have loved to get a return shipping confirmation from her - but after already having so much difficulty trying to get a confirmation that she even sent it back for return - I don't want to try contacting her again as it was so difficult to do so. I am hoping for the best and that I do see a credit next week.
I'm sorry you had such a bad experience also!
I never shop at Saks - but it should have already been a warning for me when my husband had gone there a week prior to see if they had the bag I wanted at the store. He went there after work - even dressed in a nice suit and tie that day (not that it should matter) - and he said the associate was rude to him when he was asking if they carried the bag I wanted. He said the associate didn't even seem to care to want to help him. He had stopped by Bloomingdales to look for the bag before going to Saks too, and he said the associate at Bloomingdales was nice to him and really tried to help find the bag (at the store and in their systems to see if it was at another location).
That's what I thought was weird - I received no proof that I gave her my bag. She just gave me her card. She didn't even take a copy of my shipping receipt/label. She just wrote down my name, phone number, and the order # on a a flimsy piece of paper. I would have thought returning my bag with at least a copy of the shipping label would be needed - or at least make the return process more clear.
I think most Gucci counter as Saks right now is actual Gucci shop. They're just leasing space. And they are even use Gucci people. Top of it. When we are doing return , the amount agains to that store. So they want to do exchange to us us, rather than return and get store credit.
Saks in Boston is amazing to me. I have excellent feedback and I m refused to go to anywhere . For me Saks is Yay!!!!
Could use advice on a saks.com situation. I ordered three dresses (the same dress, only one in navy ordered in 2 different sizes and one in brown). I returned one navy and one brown to my local store, intending to keep the navy one that I thought fit better. I tried the navy on a few weeks later and realized that I wasn't in love after all, so I mailed it back since there was a pair of sneakers I needed to mail back so I put them both in the same box with each receipt. I received a credit for the sneakers quickly but didn't hear about the dress. After a week I followed up but there was no new info.
Then a few days ago I tried again since it's been more than two weeks. The first person I reached over the phone was rude and put me on hold without explanation and I hung up after 10 minutes of being on hold. The second person was a bit more helpful, and we came to the conclusion that indeed I was only credited for two dresses, and that the person in the store accidentally credited me back for the wrong dress, so the one I mailed back had technically been "returned" even though it hadn't. So when it arrived at the warehouse there might have been confusion about me returning a "returned" dress, but rather than say, getting in touch with the customer, they must have just chucked it aside and called it a day, and no one knows where it is. I was told someone in distribution would look into it but I have yet to hear anything.
I'm very aggravated at this point. The dress wasn't a ton of money, but enough that I'm upset about it and also how customer service has handled this, especially since this is their mistake. But I don't know if there's anything more I can do on my end. Any advice? Thanks.
Then a few days ago I tried again since it's been more than two weeks. The first person I reached over the phone was rude and put me on hold without explanation and I hung up after 10 minutes of being on hold. The second person was a bit more helpful, and we came to the conclusion that indeed I was only credited for two dresses, and that the person in the store accidentally credited me back for the wrong dress, so the one I mailed back had technically been "returned" even though it hadn't. So when it arrived at the warehouse there might have been confusion about me returning a "returned" dress, but rather than say, getting in touch with the customer, they must have just chucked it aside and called it a day, and no one knows where it is. I was told someone in distribution would look into it but I have yet to hear anything.
I'm very aggravated at this point. The dress wasn't a ton of money, but enough that I'm upset about it and also how customer service has handled this, especially since this is their mistake. But I don't know if there's anything more I can do on my end. Any advice? Thanks.
It's been 10 business days now and still no credit. Customer service says they don't see it processed. SO AGGRAVATED. I'm going to have to try to get a hold of that associate AGAIN - to try to get a shipping confirmation. She better not tell me "I don't know what the shipping number was." ESPECIALLY since the 24/7 customer service agent told me that she or the store should have it. Never never never shopping at Saks again.
Wow - I am completely shocked.
No credit two weeks later, I called the store to get a shipping confirmation tracking # as advised by a Saks associate that contacted me after i wrote a negative review on saks.com for the product I purchased.
Called the store Monday, Tuesday, Wednesday - talked to the manager who had no access to the system to see my order. She asked me multiple questions - bar code number, order number, email - even tried to get my credit card info to attempt to track the bag - which I said no to. While I was told by 24/7 customer service and the associate who responded to my negative review online that finding a tracking number should be simple - the manager could not find it for me. She called me back Friday and left me a voicemail to say that the return would be processed.
On the following Monday, today, I get a call from a general Saks customer service agent telling me the return (thank god) will be processed but also tells me the store did not ship my bag for return until this past FRIDAY - meaning, the person who took the bag from me LIED to me when I called May 14th and she said it was shipped. Not only lied - but waited two extra weeks until shipping it for return!
Now - I have to wait yet another two weeks for the return to be processed. AND, the customer service person told me I'd have to contact the store again to get a shipping confirmation tracking number (I've already called the store more then ten times in the last week - getting no pick up on the other end or not being able to reach the person who took my bag or the manager).
I am completely appalled that the store 1) lied to me when I tried to confirm they shipped the bag, 2) could not TELL me that they didn't ship the bag when I was trying to track the return two weeks later, and 3) didn't even apologize (instead I got a call from a general saks agent to tell me the return will be processed - in an additional two weeks).
.....ok - I got so angry I that I didn't get an explanation, I stopped typing and called the store. The manager apologized and explained she was getting frustrated at why she couldn't track the bag either, and she told me the person who took my bag thought it was shipped because she signed off on it and then they had some problem at the store where inventory had to be tracked. They could not continue with shipping anything until they checked inventory - and somehow that meant the delay of the bag getting shipped.....something like that. I have to wait an additional two weeks to see if the return is processed. They will be sending me a $50 gift card. Was my headache worth $50? Hell no, but at least it's somewhat of an apology - and at least FINALLY - I know I will be getting a credit for the bag that seemed to disappear and reappear again two weeks later.
No credit two weeks later, I called the store to get a shipping confirmation tracking # as advised by a Saks associate that contacted me after i wrote a negative review on saks.com for the product I purchased.
Called the store Monday, Tuesday, Wednesday - talked to the manager who had no access to the system to see my order. She asked me multiple questions - bar code number, order number, email - even tried to get my credit card info to attempt to track the bag - which I said no to. While I was told by 24/7 customer service and the associate who responded to my negative review online that finding a tracking number should be simple - the manager could not find it for me. She called me back Friday and left me a voicemail to say that the return would be processed.
On the following Monday, today, I get a call from a general Saks customer service agent telling me the return (thank god) will be processed but also tells me the store did not ship my bag for return until this past FRIDAY - meaning, the person who took the bag from me LIED to me when I called May 14th and she said it was shipped. Not only lied - but waited two extra weeks until shipping it for return!
Now - I have to wait yet another two weeks for the return to be processed. AND, the customer service person told me I'd have to contact the store again to get a shipping confirmation tracking number (I've already called the store more then ten times in the last week - getting no pick up on the other end or not being able to reach the person who took my bag or the manager).
I am completely appalled that the store 1) lied to me when I tried to confirm they shipped the bag, 2) could not TELL me that they didn't ship the bag when I was trying to track the return two weeks later, and 3) didn't even apologize (instead I got a call from a general saks agent to tell me the return will be processed - in an additional two weeks).
.....ok - I got so angry I that I didn't get an explanation, I stopped typing and called the store. The manager apologized and explained she was getting frustrated at why she couldn't track the bag either, and she told me the person who took my bag thought it was shipped because she signed off on it and then they had some problem at the store where inventory had to be tracked. They could not continue with shipping anything until they checked inventory - and somehow that meant the delay of the bag getting shipped.....something like that. I have to wait an additional two weeks to see if the return is processed. They will be sending me a $50 gift card. Was my headache worth $50? Hell no, but at least it's somewhat of an apology - and at least FINALLY - I know I will be getting a credit for the bag that seemed to disappear and reappear again two weeks later.
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It's been another two weeks and STILL no return. Also no gift card that was promised - which is fine but I don't appreciate them telling me that they'll be sending me a gift card.
The return was supposed to take 2 weeks to process. It's now been more than 5 weeks.
I finally decided to put in a dispute with the credit card company.
The return was supposed to take 2 weeks to process. It's now been more than 5 weeks.
I finally decided to put in a dispute with the credit card company.
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Wow! What a experience, and talk about terrible CS! I am currently experiencing a similar situation. I returned an item via mail with their pre-paid return label on June 6, but I still have not received a refund yet. I then decided to track the package, but to my horror, USPS says they have no record of it whatsoever (I dropped it off at an USPS shipping kiosk located inside of an Office Depot store--I should've gotten a shipping receipt). I then called Saks to see whether they've received it yet, but they kept telling me that the tracking number doesn't work and that I need to get my item to them soon or I won't receive a refund. Ugh! Makes me so mad, because I obviously don't know whether my item is lost, in the process of being delivered, or has been received but not processed. Their rude, uncaring attitudes don't help either! This was my first but definitely last time shopping with them--they are just horrible!
I hope you get your situation resolved!!!
ullhair:i'm sorry for all your horrible experiences... i'm so scared that one day this might be me as i'm already receiving rude treatment for returns.
OP i hope you will get your refund soon this is just unacceptable.. i would be flipping out!!
does anyone know if the associate loses money or something if you return something online with them??? i really don't get this....
