Venting - TERRIBLE service at Saks Fifth Ave

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#601
Don't worry too much. Things like accidentally switched orders can happen with pretty much any retailer.

Photograph and document everything that you received and make sure you follow up with CS. I understand that from a customer's POV, it's not very satisfying to wait for an "investigation" and refund but do try to think from the retail's POV. There are people out there who claim they received something else when they in fact did receive what they ordered (NOT saying you are doing this) but I'm sure Saks ran into this often and are just taking extra cautious steps to make sure everyone get what they ordered in the end.

Of course they made a mistake and you can ask CS if they can upgrade your shipping method once this situation has been sorted out so you can receive your order faster since it isn't your fault for this to happen and that you have been waiting. Since it's their fault, a lot of times they are willing to do this to compensate for your wait.

Good luck!
 
#602
Thank you for the advice everyone. I was just so shocked. This was my first BIG purchase and a sort of congratulations gift to myself for graduating university and living modestly the entire time, so it was four years of savings for me and it was sad to think I could potentially lose it!
 
#603
So I ordered a bottega veneta purse from Saks.com. When it got to me, it was pretty crumpled, no stuffing in the purse, where the price should have been on the tag was cut out (and horribly so), and there were slight scuffs on the bottom of the purse.

My guess - probably used. Regardless, I didn't really want the wrinkly, after thought purse. (You'd think they'd take better care with expensive items.)

I call my local Saks to see if I can exchange. They don't have it in stock, but don't offer to order one for me. Instead, they transfer me to the Saks online store call center.

I tell the rep what happened, and she tells me that unfortunately, we can't do an even exchange. I'll have to repurchase the purse and they'll send me a new one. Not ideal, but okay. I ask her if they'll price match (because I got a discount). No, because it's a "new purchase", they won't price match.

BUT...she'll nicely waive the refund fee. What refund fee? It's apparently $9.50. I ask her is this shipping / there isn't a refund fee posted on their website. She tells me "well it wouldn't be posted online but don't worry I'll waive it". (WTF?!) She can't tell me what the fee is for - it's just a "refund fee".

I'm kind of frustrated at this point and trying to explain to her that I'm not trying to purchase another purse, I was shipped one that was used or something. She tells me to call a store, and I can go exchange in person. But my local Saks doesn't have any. So she looks up two stores and tells me "they MIGHT have them". And I need to call them myself and figure it out.

The best part? I finally just tell her that maybe I'll return and repurchase through her. She then checks the stock and tells me - oh they don't have any in stock in inventory so that's actually not even an option in the first place.

This may be my last time purchasing with Saks. Has any one else experienced anything like this or knows about this mysterious "refund" fee?
 
#605
Sorry to hear your experience. I had a similar incident. I was not charge for return due to them sending a used item. What I did was I wrote on the return slip that I spoke with customer service and they said shipping will be waived due to send used item.
 
#607
I have just experienced my worst customer service experience with SAKS. . I ordered a $700 coat and received a $1000 coat. Thats not the point though. I do not want the $1000 coat. I called immediately and was told to use the shipping label and return. I did so --the very next day and never even tried the coat on. The distribution center rejected the coat as didnt match the item ordered despite fact the return slip said wrong item received and chat person said woudl make note for the distribution center. I received coat back. Furious I again contacted their chat line and was told FED EX would pick up the coat the next day. Well i left with my doorman - -2 weeks later the doorman said oh btw fed ex never picked up the coat. So, i mailed the coat back at my own expense and again called customer service. They apologized for the confusion and said I would receive a credit for the coat once received. 4 weeks later i received the coat back with a note saying the distribution center rejected the coat as there was a stain on the hood. WHAT???? I never even lifted the coat out of the box. I talked again to the chat line. They apologized profusely and stated that the coat woudl not be returned this time and that fed ex woudl pick up the coat. I left on holiday. I just got back and last night my doorman said fed ex never picked up the coat! I spoke again to customer service and this time they stated that customers are only allowed 2x rejections form distribution and they will not refund my coat. They then told me they cancelled the FED EX pickup without even telling me. As many know things can get lost in a mailroom. I was lucky that my mailroom was still holding onto my box with no label just with a taped on note. Thanks Doorman!!! I argued the absolute absurdity of this position. I will never shop at Saks again. I have been an incredible customer buying high end luxury bags and if this is the way they treat their best customers I want nothing more to do with them. I am now out $700 and stuck with a coat I did not order nor want. I have wasted countless hours time and effort and dealt with people who tell me one thing and then do another.
 
#608
Good grief. What a mess. Do you live near a Saks store? I always returned items to the store (NM, Saks, Nordstrom) but have gotten lazy recently and have been using the return labels. In fact, I am currently waiting for credits for stuff I returned 10 days ago. You have reminded me that I should go back to store returns.
Sorry you are dealing with this, but I would try to go to a store and talk to a manager.
 
#609
Tpurroc said:
I have just experienced my worst customer service experience with SAKS. . I ordered a $700 coat and received a $1000 coat. Thats not the point though. I do not want the $1000 coat. I called immediately and was told to use the shipping label and return. I did so --the very next day and never even tried the coat on. The distribution center rejected the coat as didnt match the item ordered despite fact the return slip said wrong item received and chat person said woudl make note for the distribution center. I received coat back. Furious I again contacted their chat line and was told FED EX would pick up the coat the next day. Well i left with my doorman - -2 weeks later the doorman said oh btw fed ex never picked up the coat. So, i mailed the coat back at my own expense and again called customer service. They apologized for the confusion and said I would receive a credit for the coat once received. 4 weeks later i received the coat back with a note saying the distribution center rejected the coat as there was a stain on the hood. WHAT???? I never even lifted the coat out of the box. I talked again to the chat line. They apologized profusely and stated that the coat woudl not be returned this time and that fed ex woudl pick up the coat. I left on holiday. I just got back and last night my doorman said fed ex never picked up the coat! I spoke again to customer service and this time they stated that customers are only allowed 2x rejections form distribution and they will not refund my coat. They then told me they cancelled the FED EX pickup without even telling me. As many know things can get lost in a mailroom. I was lucky that my mailroom was still holding onto my box with no label just with a taped on note. Thanks Doorman!!! I argued the absolute absurdity of this position. I will never shop at Saks again. I have been an incredible customer buying high end luxury bags and if this is the way they treat their best customers I want nothing more to do with them. I am now out $700 and stuck with a coat I did not order nor want. I have wasted countless hours time and effort and dealt with people who tell me one thing and then do another.
Click to expand...

Best bet is bring it into the store ... I always do with returns to make sure it goes properly
 
#610
Crazy! This is why I always return to stores wherever possible, ever since my 1k+ barneys.com return pkg got lost by USPS.

I got a coat that was defective by saks.com and they told me I had to return by fedex, luckily it got there no problem.
 
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#611
If you can't get to a store to return it, I would call back CS and ask to speak to a manager. I would say you are dropping the box off at FedEx (don't wait for them to pick it up) and that you expect a full refund once the tracking shows delivered or you will promptly call your credit card company and do a charge back. This was their mistake, they need to fix it.
 
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#615
It seems that many companies are just now putting restrictions on online shopping and returns- see other thread "Banned from shopping at Nordstrom Rack", etc.
I'm sure there is some fraud and various mistakes with online returns, but the ENTIRE SYSTEM is not set up to deal with these new restrictions. Do they even have a way to notify the distribution center that a different coat is being returned which was an error on Saks' part? I doubt it.

I ordered a dress from Nordstrom rack and recieved a water bottle, so shipping mistakes happen all the time- and they have no plan whatsoever.
 
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