Venting - TERRIBLE service at Saks Fifth Ave

[missD]

Saks annoyed me too! It says free shipping for my Tom Ford purchase (beauty sale), but when I entered the free ship code, it won’t go through.

Tried using my hubs shop runner and it said this product cannot be used with shop runner even though there’s a “SR eligible” logo on this product!

I ended up not buying.

 

[Prufrock613]

Well, it’s now May 13th and Saks has still not refunded the price mix up, as they said they would. I’ve called each week to check on the status of my ticket.

Last Monday, a rep told me that they refunded my PP acct. They didn’t. It was the amt they withdrew (duh) in March. She had the supervisor call me. He said he put a “priority” notice on it.

Im just ready to return the order, but am afraid of how long that process would be. I plan on calling Friday. I’m trying to compose myself for the conversation.

I do understand that deliveries are backed up, staff may be low due to CV19 etc, but this is ridiculous.

 

[lilmountaingirl]

I recently ordered some things from Saks Off 5th online. My order consisted of 6 items. One of the items, a sweater, has a dime size hole around where someone’s belly button would be. One of the items I ordered I didn’t get, they shipped me an incorrect item. A third item, another sweater, is also damaged.

So I called them to try to get exchanges for the wrong and defective items and they will not do anything about it. They gave me a smartpost label, which takes 3 to 5 weeks, usually about 4, for shipping from my state. And told me I could rebuy the items at the same price while I wait over a month for a refund. Seriously?

If anyone has had a different experience over a similar issue, please let me know how you were able to resolve it. Thank you.

 

[Chanbal]

I believe their return policy is comparable to other stores. Unless you return the items at one of their stores, it takes some time to get the refund.

 

[TJNEscada]

Oh dear, sorry this has happened. I had a similar bad experience with them at the end of 2019. I had ordered a short, black cashmere coat (still not super cheap at $600) it arrive literally thrown in the box, no bag over it, no hanger, no tissue paper, and to top it off it had TWO filthy, muddy foot prints up the back. You can't make up crap like this! I called them and after being on hold forever and a day I yelled. Then I got a manager. I demanded a full refund, them sending prepaid postage and them sending UPS to my door to pick it up. They did all of the above. They emailed the return label, sent UPS a day later and the refund showed up in a few weeks. I was so irritated with the whole scenario and the giant waste of time I vowed not to shop with them again and I haven't.

 

[Mimmy]

I realize that this is an older thread but I want to share my experience. I ordered some black booties that were a great price on Oct 30th. They shipped a few days later via FedEx. The arrival date keeps being advanced and continues to show my package in transit. I have called customer service for Saks Off 5th twice and FedEx 3 times. Each company basically just tells me to keep waiting. I have finally asked Off 5th for a refund (I really wanted the boots though). If they ever show up I have no problem paying for them.

This is the worst customer service I have ever experienced from Off 5th and FedEx.

 

[the_black_tie_diyer]

Hey Mimmy,

what does the detailed tracking say? Is it just bouncing from one hub to another, or is it "cycling" at one hub? Or no scans?

Kind regards,
Oliver

 

[Mimmy]

Hey Mimmy,

what does the detailed tracking say? Is it just bouncing from one hub to another, or is it "cycling" at one hub? Or no scans?

Kind regards,
Oliver

The detailed tracking has it bouncing back and forth between the 2 same hubs in FL (I live in FL). If the tracking is correct it has now done this 6 times. The FedEx reps acknowledge that this seems odd and the one I spoke with 2 days ago “escalated my case” at which point when I checked the tracking later it made another circuit between the same 2 hubs. The FedEx rep I spoke with today told me to contact Saks Off 5th. I asked to speak with a supervisor and he stated that “they were all busy”. Out of frustration I did call Saks and after some back and forth they stated that the best they could do was try to get the item back from FedEx and then credit my cc.

Thanks for listening,
Mimmy

 

[cbarrus]

The detailed tracking has it bouncing back and forth between the 2 same hubs in FL (I live in FL). If the tracking is correct it has now done this 6 times. The FedEx reps acknowledge that this seems odd and the one I spoke with 2 days ago “escalated my case” at which point when I checked the tracking later it made another circuit between the same 2 hubs. The FedEx rep I spoke with today told me to contact Saks Off 5th. I asked to speak with a supervisor and he stated that “they were all busy”. Out of frustration I did call Saks and after some back and forth they stated that the best they could do was try to get the item back from FedEx and then credit my cc.

Thanks for listening,
Mimmy

Was it shipped Fedex or Fedex Smartpost? Smartpost is horrible. I had a package leave my state, go through two other states and then back to my state before it was delivered to the post office near me. Then it was another three days before I received my item. We are living in weird times now, so I tried to be patient, but it is so annoying. I hope your issue is resolved soon. This was not Saks, though. I have found that the Saks Off 5th in my area has the rudest employees (pre-covid), so I no longer shop there

 

[Mimmy]

Was it shipped Fedex or Fedex Smartpost? Smartpost is horrible. I had a package leave my state, go through two other states and then back to my state before it was delivered to the post office near me. Then it was another three days before I received my item. We are living in weird times now, so I tried to be patient, but it is so annoying. I hope your issue is resolved soon. This was not Saks, though. I have found that the Saks Off 5th in my area has the rudest employees (pre-covid), so I no longer shop there

It is FedEx Smartpost. Agreed, it is worse than FedEx. The customer service number is the same so you speak to the same representatives. I found this out because the last FedEx representative told me I should be speaking to Smartpost. I asked him for the phone number and he said that he didn’t know it. I googled it and it is the same phone number. I now know he was just trying to get me off the call.

I also agree that Off 5th and Saks are different. I have been a loyal Saks customer for many years. It is unfortunate that there is any association between the two.

ETA: I stated before that I called Saks, I just shortened the name, I should have stated that I called Off 5th. These are the reps that I have been communicating with.

 

[Mimmy]

I thought that I would post an update. After 2 additional weeks of waiting and no refund posted on my credit card it was time to call Off 5th again.

I did not shout although I felt like it. I insisted on speaking with a supervisor who agreed that a 6 week length of time to receive my boots was excessive and that I should receive a refund on my credit card. She stated that she would expedite my refund and that I would receive it in 10 to 14 days!

My boots arrived this afternoon. They fit perfectly and have an amazing leather smell!

I called Off 5th and withdrew my refund request.

 

[Florasun]

I just had a horrible experience with Saks online ordering, and wanted to warn you about this scam.
I ordered a Judith Leiber pillbox when Saks had their September giftcard event. The package was safely delivered by FedEx, and I opened the shipping box and saw the Judith Leiber box. When I opened that box, there was the dust bag and the authenticity card, but NO PILLBOX. (The receipt and the 'gift card' were in the box, too). My husband was sitting right next to me and he also went through the packaging to make sure I didn't miss anything.

Right away I called Saks customer service, and explained the situation to a nice woman who "opened a case" and asked me to take photos of the packaging, and reply with them to an email she would send me. So I did. I didn't hear anything for a couple of days. I called back, and got a different customer service rep, asked her to check on the case number. She said no action had been taken and asked me to resend the photos for some reason, which I did. Nothing. Called again a few days later. Same story different day. Called again today and was informed the case has been closed because the distribution center said they mailed the package!!! I was told to file a claim with FedEx. Nice that Saks didn't bother to send me an email letting me know.

I understand that this could have been an innocent mistake where accidentally grabbed an empty box. But also, someone could simply have taken it out of the box during the shipping process. So beware, friends. There is no way you can win this, especially since Saks seems to think they have fulfilled their end of the bargain when they mail you an empty package. Their phone menu for customer service is horrible, and their "investigations" are a joke.

I am opening a credit card dispute now, and I for sure will not be shopping at Saks again.

 

[880]

I am so sorry this happened to you. I hope the CC company can initiate a charge back or whatever you call it so that you are covered. Pls keep us posted! Hugs

 

[_Moravia_]

This is completely ridiculous and unacceptable service from what is supposed to be top-tier luxury retailer. I too hope that your CC company can step in and, yes, do please keep us posted as I'm also interested to hear the outcome. This makes me very wary of purchasing from Saks online in the future.

 

[JOJA]

Saks sent me 2 different sizes (size 7 and size 5 ) of Valentino boots and I had to jump through hoops to prove it. I literally called them 5 minutes after getting the package and they made me send pictures of EVERYTHING. It was like they didn't believe me which was odd because how or why would one lie about that?!?!?
Luckily it worked out but it did take a few days and it definitely made me think twice about ordering from them again.

Good luck!!