Saks Fifth Avenue
Reviews and Complaints

I came to the Saks fifth avenue in Costa Mesa on 5/24/23 I was help by associate John # 232223. I picked out a pair of dolce and Gabbana sandals for a friend’s birthday

He came back with the shoes in the right size. I said I’ll take them and could he wrap them. I paid for the shoes he wrapped them and I was on my way. Later at the dinner party my friends unwrapped her gift in front of everyone and it was the wrong shoes and the shoes were very ugly. I felt so embarrassed. This is such an embarrassing thing!

I returned (on March 9th, 2023) a pair of Christian Louboutin pumps ($945) two days after purchase (March 6th 2023) in the condition in which they were received. They send it back, saying that it is damaged, which is not true. I never wore the shoes. I called customer service, sent in photos, and they apologized, set up a FedEx pick-up, and "left a note to the warehouse to accept the return." The same thing repeated. I drove an hour to Saks Fifth Avenue in LA, they said SaksFifthAvenue.com has become a new company and they are not connected, apologized, and Saks said it happens often. Called https://www.saksfifthavenue.com/, the agent was very nice and apologetic, scheduled another pick up with the promise that this time it would be Okay. Fedex picked up the item, and tracking shows the shoes were delivered to the warehouse. I didn't receive any updates or notifications. I called in and was informed that not only did they refuse credit, but they were also going to keep the item because it had been returned three times. They offered a 15% discount. No one ever communicated these terms, and every time I called customer service, they apologized and scheduled a pick-up. I asked for the item to be returned -at least- they said warehouse refuses.

Ticket number [protected] we brought in a Chanel purse to Saks fifth Avenue in Naples, Florida to get the handle repaired almost one year ago! Every time we ask, has it been repaired has been returned. There is been no response. We have been in contact with the manager. His name is Tom we asked that he just return the purse will be happy to pay for it, and we will get it repaired by somebody else! We think the purse has been lost. It has a $7000 value. I have now contacted my attorney.! Please help us and getting the purse back. This is such terrible service in regards to Saks fifth Avenue and no response from the manager other than saying oh we are still waiting for it. Thanks Frank and Gwen Troha

I had a promo code for 20% off my order which I had added to my cart and saw the discount applied. However, when i checked out it was somehow removed (I am unsure if it was something I did or a glitch in the system) but once I got my order confirmation I noticed I was charged the full amount. I immediately contacted customer service and the agent was very helpful and said that once the order shipped I could call back and the 20% discount would be applied. He said he documented everything in the notes. My order fully shipped and I just called customer service and the agent I spoke with said that there were no notes and that the discount didn't apply to any of my items (which is not accurate as I had seen the discount applied in my cart). He then hung up with when I tried to explain that the information he was providing was not correct. I can't even explain how disappointed I am in the level of customer service at what is a high end retailer.

SAKS RETURN: [protected] & CASE #: [protected]

I originally ordered the above dress approximately on 4/1 and returned it on 4/3/23 due to size and style. The dress had all of the tags but did not come with a sku which I did not notice on arrival. Approximately, 3 weeks later I get the dress back with a letter stating that the original tags were not on it. However, they were on it and have pictures of dress. So, I call Saks on approx. 4/22 and advise them of the situation and Becky stated that they will be sending Fed ex to pick up the package. And fed ex would come but would not take the package as they could not produce a shipping label. I went through Saks and Fed ex more than 10-15 times. And saks would state that they will schedule the pickup again and email tracking numbers. They also stated that I can go to Saks and return the dress which I did, and Saks Store did not return the dress and stated that I need to go through the fed ex process. I finally called Supervisor Marcello, Employee ID: [protected] and he states that they never had the intention to take this dress back and all of this time I was misled to believe that they were going to pick it up the package.

I am not receiving items that were expedited in time for my wedding. Your representatives were helpful and trying to find out why the items weren't shipped, and then I went to a supervisor who was the absolute a pitta me of unprofessional, and unwilling to help the customer who is usually write her name was Tashi TOSHI and she informed me she was the only supervisor my case number is [protected]. Please advise and call me on this matter. I will be calling corporate.

I received a YSL bag in the 23rd. On the day I received it I contacted SAKS because it was defective. I got offered a 20% off if I keep it. I agreed to keeping it. Every time I contact customer service for my refund I get a different answer. No one really knows why my refund is not being processed. Every time they ask me to wait longer! The last agent I spoke with was so ride he hang up on me! This has been ver frustrating. I want my money back!

On or about April 8, 2023, I purchased Gucci sneakers for my wife (order #[protected]) for a Mother's Day present. Unfortunately, she did not care for the gift. So I immediately called Customer Service the day after Mother's Day (on Monday, May 15, 2023) to effectuate a return. However, I was bluntly and rudely reminded of your thirty (30) day full refund policy. No courtesy was provided whatsoever.

So this was the first time I ordered on-line from Saks Fifth Avenue, and will likely be the last unless this situation is rectified.

Although I understand your refund policy, I believe that such a strict application is not consistent with good customer service.

We are stuck with an expensive product that cannot be worn.

I want to know where my order is.
I'm 82 years old and struggling to contact anyone.
My order number is [protected]
It was supposed to be delivered on 24th may.
I have tried tracking it but it says it could not be delivered because item damaged,
So what do I do now?
I only deal with straight forward emails and my cell phone.
I don't do text etc. Too much hassle.
Please help
I spent $32.08 for the makeup remover
Marian Whitehead

I ordered a top online from Saks and received it on March 14. When I opened the box I saw a skirt instead of my top. So my order was messed up. I called Saks customer service right away and explained them everything. I asked if my top is still coming or lost somewhere. The rep. said that it is not coming and I wanted to re-order, but my top was sold out. I got so disappointed. Also I have noticed that the skirt was damaged and dirty and I took some pictures of it. So the rep. asked me to send it over to him. He asked if I want to schedule a pick up to my house on the same day of conversation. I agreed. So that's where my problems has started!

1. I waited all day for Fedex to pick up the item and of course no one stopped by. So I called Saks again and the new rep told me that the Fedex won't arrive today and I have to re-schedule my pick up. There was not an option for me anymore, because of my work. So asked for a shipping return label, so I can go to the Fedex by myself and ship it out. Also there was a sheet with information about the item and for return reason - incorrect item. So I shipped it out. Saks received it on 03/29/2023. I just was waiting for my refund.

2. To my surprise I received this item back to my house after one or two weeks. I opened the box and found the letter saying that its not returnable because the item is damaged. I was furious. FIRST OF ALL, I DID NOT ORDER THIS ITEM! SECOND, I DID NOT DEMAGE IT! So return department even didn't check the sheet with return reason. They shipped it back to me again to delay my refund. So contacted with Saks again. Now I was talking with a Supervisor. So he scheduled my pick up again. It was delivered to them on 04/14/2023. So I was waiting for my refund again.

3. It has been 3 weeks and no refund. I contacted customer service again on 05/16/2023. The rep. said that he is going to update info based on my issue, so they can give me my refund. He assured me that I will get my refund within 5 business days, and guess what - no refund. I called the customer service again on 05/23/2023. New rep. told me that previous guy made a mistake and she is going to correct it. She said that I will get my refund within 5 business days and will receive a confirmation e-mail within 48 hours. Guess what - no confirmation e-mail. Meaning - she didn't open the new case and I won't get refund back.

Overall, I've never had such a bad customer service in my life. I will never shop at Saks anymore!

Purchase purse from saks, carried once, leather on strap came apart. Called customer service, spoke to several people including supervisor’s and manager’s. Experience rudeness, talking over me and even hanging up. Tried to return item in a package, the item was sent back to ME. Saks confirmed it was their error, said they will arrange for a carrier. I would now just want a refund and not exchange.

I purchased a pair of men’s loafers size 11.5 and a Michael Kors dress at approx 3pm May 23rd. On May 24th at 11:30 I tried to return the shoes (less than 24 hrs later) unworn, in box with receipt. I was told by the “ manager” Kelly that I was trying to return the wrong pair of shoes because my receipt stated size 8.5. I told her these were the only shoes purchased and there must have been a mistake but I wanted to return them and everything that came with the shoes was present - box and receipt. She kept repeating that the register wouldn’t have logged the wrong size and I was the one in the wrong and responsible for the problem. She kept implying I was lying instead of the obvious answer which was a register error. The box was the correct box too. I even suggested she look at the security footage from the day before so she could see I was telling the truth. I told her it’s 30 mins drive to the nearest OFF 5th and I just wanted a refund. She refused because she said the only way I could return was with the tag on. What tag? The shoes didn’t have a tag (many pairs don’t at that location). She said she couldn’t do anything offered no solution other than she’d get back to me after speaking to her security in a few days. She didn’t offer any solutions that made it easy for me., kept speaking over me and repeating herself was unapologetic and rude. So now I have shoes that don’t fit, money wasted and an hour of driving wasted. After 40 yrs being a customer of SAX I’m disgusted. She could have refunded me, taken my ID and number and called me if there was a problem once she took care of her end of things. Instead she made this my problem and accused a customer of lying. The price on the box was higher than my receipt but I was only asking for the receipt price. Not impressed. I called customer service and spoke to a rep who after me explaining I had a frustrating experience trying to return shoes to the Vaughn Mills store kept asking what the problem was with my online order. Brutal.

I ordered a pair of rick Owens sneakers Order #: [protected], on 4/8/2023 from Saks Fifth Avenue upon receiving my order . When I opened my package I realize it was the wrong item placed in the correct box. A pair of Christian Louboutin sneakers. I immediately contacted Saks online and was told to return the item , the online representative sent me over a return label and the package was shipped out the very next day . A couple days later I received a email stating that my package was received and a refund will be issued in a couple of day . I have not received my refund after 2 weeks now , so I decided to contact Saks online once again , the representative told me that my item wasn’t sent back and he didn’t have any information. I sent him the returned email sent over by Saks and he had to start a new claim . I’ve been shopping with Saks for years and this is definitely a frustrating situation . Plus the quality control has diminish. I’m writing this complaint because I would like a refund . I’m not responsible for anymishap or of wrong item being shipped to me ..

I found some Manola Blahnik shoe Lurum in green and yellow color which were on sale, I called and spoke to a CS agent who told me that my size which is 81/2 is not available now and I would be informed when it would become available, I got an email that my size is in, when I tried to order them they were asking for the regular price while they were on sale, this is extremely unethical and immoral to do that, I am a very sincere and good customer of Saks and do not appreciate this behavior, I even have the screen print of the shoes which very clearly the price $557.99 and the pictures of the shoes.
I would be grateful if you can look into this and do the morally right thing.
My name is Iffat Amsal and I may be reached at [protected]. Thanks
Regards

Ordered two dresses and decided to keep one and returned one. Saks refused the return saying the dress had been worn (1st time) and stains on it (second time). I only tried it on. The dress is in the condition it arrived and has tags on. I even had the original plastic bag it came with... I asked if they could take a picture of the mysterious stain and they also refused that...

I have had an item that I returned sent back to me twice. Each time the form included in the box indicated that the Lavos Check Sweater from order # [protected] was worn, damaged, or altered with no defects found. I never wore the sweater so the return reason makes no sense to me. I spoke to customer service and after holding for 45 minutes was told that the managers in the department don't take customer calls so there was no way to escalate. Upon my insistence, they gave me a number to a corporate office that no one answers. Today I chatted with a representative who told me there was nothing they could do and they ended the chat session.

My order wasn’t received I called to costumer service to ask about my order, they opened the claim and then sent me email that they refused to give me my money back because they have proof, picture that carrier left my package, after looking for that picture it’s showing that it’s not my front door, it doesn’t show my apt number, and front door doesn’t match my door. Then I called to costumer service again explaining that it’s not my apt but they told me they closed the case and doesn’t want to investigate no more. How dare they can act like that to the loyal costumer?

My name Mikheil Svianadze

[protected]@gmail.com

I ordered 2 items online worth $2000. Receipt of the package was delayed as fedex 'lost' the package. When I escalated the case to fedex corporate they 'found' and delivered my order, opened, repacked, without packing slip and with 2 items combined in the single saks plastic bag. There was also a third item included, which I had never ordered.

I returned both items to saks yet saks claimed they received only one of the 2 items. That is not possible as both were in the same box, included in the same plastic bag. They obviously scanned the bag and not the items in the bag. I logged a case and was denied refund. I escalated the case and am still waiting for a response. I am now out $1000 and need guidance on how to recover my money. I have been a customer for 30 years and expect to be treated as such.

For the 2022 Black Friday season, Saks had a spend $150, get $75 gift card. I made a qualifying purchase, but did not receive the gift. After several weeks, I contacted Saks customer service to inquire. They then sent me an expired digital card that could not be used. When I complained to customer service about this and asked for a new one, they said that they would replace it. They never did. I continued to email their customer service about this, but they ignored every email. What a shady company! Avoid purchasing from saks.com at all costs.

Hello, my name is Asia Jones and I am extremely upset and unsatisfied with the lack of investigation, customer service and follow-up from Saks. On February 9th, I purchased an outfit for a Black History Month show I was attending in a few days. My order number is #[protected] I purchased an outfit for a black designer. When placing my order, the expected delivery date said February 15th. Because I knew I was traveling to Massachusetts on the 15th and didn’t want to miss my package being delivered to my Virginia residence, I had the package delivered to my mother’s address in Massachusetts.

Two days later, I received an email notification that my Saks’ package had shipped. I did not open the email fully because I did not believe that my package had shipped less than 48 hours from when I had made the purchase. I assumed the email notification simply meant that the order had left the warehouse but did not make it to the final destination. The following day while catching up on emails, I opened the Saks email and noticed that the email indicated that the order did in fact ship to my mother’s residence. I double checked by clicking on the tracking.

I immediately contacted my mother and inquired about having my package shipped. My mother informed me that nothing was delivered. I asked my mother to check in the lobby area of her apartment complex. After not seeing a package in the lobby, I asked my mother to check the building across from her building. No package was ever retrieved. I checked the tracking information and no picture was provided nor was a signature obtained. I immediately contacted Saks via chat and phone to inform them that the package was never delivered.

Saks informed me that they would follow-up with the shipper. After a couple of days of not hearing anything from Saks, I called back for an update. I was informed that Saks had reached out to the shipper and they indicated that the package was delivered. I asked Saks for proof, and nothing was provided. I attempted to reach out to the shipper as well but was only able to connect via chat and email. I called Saks again and was informed they would put in for an investigation.

Not to mention, I called Saks a couple of times prior and kept getting different information. One representative from Saks told me the package wasn’t even delivered and that the shippers often click delivered but the package wasn’t delivered and to wait until the 15th. Saks still never gave any callbacks or email updates. I called in several times and was told that the investigation was complete and that Saks would issue me a refund in 5 to 7 business days. Even the automatic recording would inform me that a refund would be issued. After not receiving the refund, I called back to Saks on March 9th and told them that Saks will not be issuing a refund because the shipper indicated that the package was delivered. That is ridiculous and a lie.

My mother has a ring camera on her door and I watched it back on the 11th and 12th. The only individuals that came to her apartment were nurses. This is not ok and not lost. I am just going to sit back and take it. This is not how people should be treated. I had transferred my AMEX Platinum points for a Saks gift card and had used my AMEX credit card for the remainder of my purchase. As a customer I am not going to pay a credit card bill for a product I did not receive. I want to fully refund or ship my product. It makes no sense for a customer to call in as much as I have for SAKs to do the right thing. This will be the last time I do service with SAKs. This is the reason retail stores are closing, lack of customer service, and especially for loyal customers.

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