Venting - TERRIBLE service at Saks Fifth Ave

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#586
It's happened to me when I purchased from Burberry. I saw the coat I wanted online so went to my store to buy it. It was only when I got home did I realize the trim on the collar was different and I liked the version in the photo much better (even to this day). I asked Burberry to investigate if I bought the right coat and when the answer was yes, I asked why the photo showed a different collar (it had no trim).

Their response (after investigating for a few days) was, the stock photo is taken months in advance before the product is put into production. During production, the QA team looks to see what changes should be made to provide a superior product. In my case, they felt the coat needed a trim so the collar could retain its shape. But, Burberry forgot to take a photo of the post production coat and so the website didn't represent the actual product.
 
#587
i was sent used boots from Nathalie Schutermann :tdown::tdown::tdown:
I had sworn i had read on this forum before that they were sending out used items but i couldnt for the life of me locate the thread/post again.
So i decided to buy the Valentino boots against my gut instinct.. and lo and behold, i was sent very obviously well worn boots. The leather soles told me that they had been worn outside multiple times (unless the inside of their shop was concrete and asphalt) and some parts of the suede was worn (the suede covering the studs were wearing through to just show the metal stud underneath).

Their response was slow and canned. It did get resolved however it took a very long time and i was out the original shipping.
i will never purchase from that store again.
 
#588
MASEML said:
As for the wrong colour, my only poss explanation is this: the website team/image team either used stock photo from the wrong season or Saks placed orders (as these stores that carry other brands place buys months in advance) for the beige fabric, but received the black fabric (and they didn't realize). Or, at one point in time, maybe they carried two of the same clutch, each with a different coloured lining and sold through all of them. Then one was returned and they used the wrong stock photo.
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MASEML said:
It's happened to me when I purchased from Burberry. I saw the coat I wanted online so went to my store to buy it. It was only when I got home did I realize the trim on the collar was different and I liked the version in the photo much better (even to this day). I asked Burberry to investigate if I bought the right coat and when the answer was yes, I asked why the photo showed a different collar (it had no trim).

Their response (after investigating for a few days) was, the stock photo is taken months in advance before the product is put into production. During production, the QA team looks to see what changes should be made to provide a superior product. In my case, they felt the coat needed a trim so the collar could retain its shape. But, Burberry forgot to take a photo of the post production coat and so the website didn't represent the actual product.
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Yeah, I can definitely see how that would happen. I think in this case, they may have sold this brighter red color (that I received) in the past, and when I placed the order, they didn't realize they were giving me a different style number. I'm pretty sure that it wasn't just a manufacturing issue, because both the outer leather and the inner lining were different. Sigh...


Hopefully you still loved your coat though!
 
#589
quackedup said:
i was sent used boots from Nathalie Schutermann :tdown::tdown::tdown:
I had sworn i had read on this forum before that they were sending out used items but i couldnt for the life of me locate the thread/post again.
So i decided to buy the Valentino boots against my gut instinct.. and lo and behold, i was sent very obviously well worn boots. The leather soles told me that they had been worn outside multiple times (unless the inside of their shop was concrete and asphalt) and some parts of the suede was worn (the suede covering the studs were wearing through to just show the metal stud underneath).

Their response was slow and canned. It did get resolved however it took a very long time and i was out the original shipping.
i will never purchase from that store again.
Click to expand...


Ugh, that's so horrible... and it's even worse with footwear because someone's foot was in there!! Yeesh. I'm glad it eventually got sorted out and you got your refund. It's just irritating that we have to deal with this in the first place.
 
#590
That is horrible! Unfortunately, this has happened to me as well with a YSL bag. I have found Saks customer service to be horrible, and they never stand behind their products. Neimans and Nordstroms have much better customer service, IMO.
 
#593
This is the darker side of 'great' return policies and lack training and of good sound judgement from SAs.

There was once a dry cleaning ticket in with a silk dress I was going to buy at Gucci RTW in Harrods in London, but I caught it even faster than the temp assistant who whisked it away and screwed it up in her hand. It could have a happened even in the store trying on or a kid walking round with ice cream (seen it!) I guess good for them to have it cleaned, all stores do even when they're just out on the floor for months, but at those prices and for a special occasion I'm only interested in perfect.

It's really outrageous to send out sub-standard products, what bad publicity for Saks!
 
#595
OP. I'm sorry this happened to you. Its crazy how often this happens. In my case, I bought a Chanel chain around small last week directly thru an SA in NM. Today I received the bag and lo and behold, the bag is a return and its dirty inside. Ugh. I paid $2,500.00 plus taxes for an used bag. The SA told me that she didn't realize it was dirty and used but she hasn't provided me the information about how to return it even though I texted her several times about it. So I called NM customer service and they told me to return it to the nearest NM even though the closest one that I have doesn't carry Chanel. To begin with, I don't even know how this bag went back to inventory since it was clearly used. This model is from last fall, not the new model that was launched this month. I thought that I was receiving the new one from this season, not an used one from last season. I would have been happy and satisfied if it was brand new from last season. At this price point I expect brand new!
 
#596
maye said:
OP. I'm sorry this happened to you. Its crazy how often this happens. In my case, I bought a Chanel chain around small last week directly thru an SA in NM. Today I received the bag and lo and behold, the bag is a return and its dirty inside. Ugh. I paid $2,500.00 plus taxes for an used bag. The SA told me that she didn't realize it was dirty and used but she hasn't provided me the information about how to return it even though I texted her several times about it. So I called NM customer service and they told me to return it to the nearest NM even though the closest one that I have doesn't carry Chanel. To begin with, I don't even know how this bag went back to inventory since it was clearly used. This model is from last fall, not the new model that was launched this month. I thought that I was receiving the new one from this season, not an used one from last season. I would have been happy and satisfied if it was brand new from last season. At this price point I expect brand new!
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The SA should have arranged for a pick up (overnight at the expense of NM)
this is just unacceptable.. I would really insist on this, IMO..

And I am fairly certain that if you return it to a store that doesn't carry
Chanel you will be given a receipt it is known as a COM (customer own merchandise)
it will then be sent back to the store where the original purchase was made
& then a credit will be issued...this could take several days if not more than
that unless the procedure has changed
 
#597
hotshot said:
The SA should have arranged for a pick up (overnight at the expense of NM)
this is just unacceptable.. I would really insist on this, IMO..

And I am fairly certain that if you return it to a store that doesn't carry
Chanel you will be given a receipt it is known as a COM (customer own merchandise)
it will then be sent back to the store where the original purchase was made
& then a credit will be issued...this could take several days if not more than
that unless the procedure has changed
Click to expand...

Hi hotshot and thanks for your advice!! I agree that the best option is to ship it back to her and I told the SA that's my preference. Also I don't want to go to the trouble of explaining to a third party in my local NM why I'm returning a bag. I will text her again about this. Its funny how fast they are when they are selling it to you but how slow it is when processing a return.
 
#598
I don't know where else to vent! I bought the Prada Double Cuir Bag ($2,890) and a matching Prada wallet ($670) and Saks sent me someone else's order! OH MY GOD. When I opened my package, it had all the wrong items and someone else's packing slip! It was $100 bucks worth of soap! I spoke with customer service and they told me to return the items and an investigation will begin :mad: ! I ask when I will be refunded, they said after the investigation is over 3-7 business days! I am too scared to return the items I got because I fear they will never refund me my money and I will have nothing to prove to them that they sent me the wrong items!

What do I do? Has anything like this happened to you?
 
#599
I would photograph the package you received and keep all documentation you have with them. Also, the box should have a shipping weight on it? Take a photo of that if it does. I would imagine the soap would be much lighter. Further, ship the item back with your own shipping so you can ensure a signature confirmation so they can't say they didn't get it or what not. I know it may seem over the top but it's never wrong to be to safe.
 
#600
KawaiiHana said:
When I opened my package, it had all the wrong items and someone else's packing slip! It was $100 bucks worth of soap! I spoke with customer service and they told me to return the items and an investigation will begin :mad: ! I ask when I will be refunded, they said after the investigation is over 3-7 business days! I am too scared to return the items I got because I fear they will never refund me my money and I will have nothing to prove to them that they sent me the wrong items!

What do I do? Has anything like this happened to you?
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Calm down. It is clearly a simple shipping mistake. CS is trying to get this fixed for you.

First: They need to send you a return shipping label for the soap package because it's their error. Ask them for it and return the stuff immediately. Do not send it back on your own dime.

And: They need to tell you, right now, the status of your order and if it was sent to the wrong buyer or what.
 
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