Saks Fifth Avenue
Reviews and Complaints

I ordered a few stuff from Saks Fifth Avenue and was waiting patiently but nothing arrived. I contacted customer service and asked them to cancel my order because I did not want to wait any longer and they said that they can't do that because my order was shipped.
I decided to give them a second chance and thought I'll wait a bit longer, but nothing ever showed up. When I contacted them again they agreed to refund me but I did not receive the money. They claimed that they refunded me a long time ago and said that I need to contact my bank.
I lost my money because of these scammers!

I called Saks Fifth Avenue and ordered a belt from them, but the one I received was too small, so I contacted them again and they said that in these cases they don't do refunds and offered me a replacement for a bigger size and I agreed. Weeks passed and nothing arrived so I called again and was told that my belt was no longer in stock and that I have to be patient. Then I said that I can choose another one and that I am ready to pay the difference, but they refused and said that I only can get the same product as a replacement. So I'm still waiting for my belt and have no idea what to expect.

i've been shopping online for over 5 years and i have never ever come across such an appalling online retailer platform. If Saks is incapable to handle the online system yet, then i would suggest you just focus on offline stores. worse experience i had ever to for online purchase: in a nutshell - DONT SHOP IN THEIR WEBSITE, WORST ONLINE PURCHASE SYSTEM EVER, INCAPABLE OF HANDLING ANY ONLINE PURCHASE / TRANSACTION. BAD CUSTOMER SERVICE WHO CANNOT OFFER MUCH HELP. WHOLE STORY: 1. after placing an international order on Saks website, i received a confirmation email from Borderfree, but dont be too happy yet, as that doesnt mean the order placing is REALLY confirmed. I waited for 2 days and still have not received any shipment email, so i called Saks customer service hotline - nightmare began - they said the order didnt go through. probably system error, asked me to try again... therefore, i placed again, and then called them, and they said system error - i went through this whole stupid process for more than 5 times - one of the customer service staff said she was terribly sorry so she'd offer me a 10% discount on my next purchase, so therefore i made another order, then called them they told me i cannot use that 10% discount. i dont know how many times later (and the whole process took me 4-5 days) i can finally receive a shipment confirmation, telling me the order has been placed ---and-- i waited for over a week to receive the parcel. 2. the pumps were half a size too large, and so i have to return it - i emailed to ask for a refund, as usual, no response. i called their customer services, put me on hold for over 20mins, and then they finally put a manager on the line and told me that she just sent me the email for instruction of returning a goods to Saks. i asked her for charges and other details, she said she didnt know anything about return / refund. BAD CUSTOMER SERVICE

I purchased an item Nov. 30th 2015 (order no. [protected]) that was to be delivered December 2, 2015. On December 1st I reviewed the order online and saw that it showed as processed, but no delivery time was given and called customer support. I was informed that the purchase was going through security review, "verification", and that I would be contacted within 24-48 hrs . On December 2nd, after no contact, I again called customer service. I was told that I should have been contacted and that they would email the verification department and additionally upgrade the shipping to next business day. At noon on December 1st, I received an email confirming the purchase. As I had not received any contact regarding "verification", I again called customer service. This time I was told that I would only be contacted if they had an issue, but were unable to give any more information about a ship time because the item was still being processed and I would receive the shipping information once the item shipped. I was additionally told to call back in approximately 5-6 hrs if no status change occurred. Approximately 5 hrs later, I again called customer service to inquire about the status. This time I was told the item was being shipped from a store, they needed time to locate the item and they couldn't give an estimate until the item was located. When asked for further clarification, I was told that if after 4 days from processing the item was not found, the transaction would be canceled. Additional I was informed that even though I made the purchase two days prior, it was treated as though it had just been purchased on December 2nd. Since the item is completely sold out, the chances of any store locating the item at this point is very slim. Why the item wasn't put on hold while "verification" took place is unfathomable. Furthermore, why did a customer have to call numerous times for status updates? As my inbox is littered with a virtual litany of sales and specials from Saks daily, I find it hard to believe that they lack the ability to give their customers simple updates or even properly set forth how their purchase is being handled. Not once did I receive any contact about my order being placed on hold and requiring further "verification". Additionally, neither my online account nor emails indicate that the order needed to be store located and may require more time. Only two days after purchase and numerous calls later did I receive a complete understanding of what was going on. This is the second time miscommunication and lack of proper notification caused a purchase to be mishandled (e.g., see order number [protected] that resulted in cancellation of item and again required numerous calls to gain complete understanding prior to cancellation). Seeing this has occurred in the past, I can only assume a cancellation awaits after the four days have elapsed. I purchased an additional item and it appears to require "verification" additionally, as it has not been processed in over 24 hrs on a rush shipment. Again I called the customer service to let them know I am going out of town tomorrow and might not receive any "verification" call. When asked to speak to someone higher up in an attempt to get resolution, their response was to argue and hang up, yes, hang up. This is a new low for a week that I thought couldn't get lower. At this point all I want is my item in the time it is supposed to arrive (December 7th) and I will never return. (order no. [protected])

I wished I had read all these bad reviews about Saks Fifth Avenue's customer service before I placed my order.I owned few pairs of Manolo Blahnik shoes which were bought from Neiman Marcus and Nordstrom, I had no trouble returning unsatisfactory items and exchanging suitable sizes - the whole return/exchange and full refund process usually took 10-14 days.

As a frequent online shopper I happily placed my first order at Saks Fifth Avenue and spent almost $1800 on two pairs of Manolo Blahnik without any hesitation. Turned out both sizes were off so I sent an email to request for a return instruction as usual. Guess what -- none reply was given so far! Actually no surprise at all after reading all these bad reviews and I have no wish to return the items now.

I have heard enough of their stories. I don't want to return the brand new condition goods for their "inspection process", and end up mailing the "defect/unsalable goods" back to me plus zero refund. I hope people stop buying from this shop, and designers as well please stop supplying goods to this shop. People do not mind splurging on designer clothing but unfit items will end up at the back of the wardrobe without wearing once. This is a total waste of money and effort (of the designer and the craftsman).There are too many better shops out there. We don't need this kind of outrageous service.

May 30, 2015
At Saks Fifth Avenue, Biltmore Fashion Park
Phoenix, Arizona

At Saks Fifth Avenue, Biltmore Fashion Park in Phoenix, Arizona: I witnessed a very humiliating and sad event concerning highly trained working service dogs and their volunteer owner handlers. As a small group of seven dogs and handlers made their way past counters and without any problems or incidents from the service animals, an employee for no reason at all asked the handler group to leave the store.

Now, these are not ordinary working dogs. They are trained to protect and perform duties for those handicapped wounded warriors, (Veterans), who can have a more useful and productive life because of them. The handlers were showing a shopping experience to the animals again without incident so they would do the same in any duty to help those handicapped warriors.
It is against the law of this great country to hinder service animals and their owners.

Federal Law: C.F.R. § 36.202 – NONDISCRIMINATION ON THE BASIS OF DISABILITY BY PUBLIC ACCOMMODATIONS AND IN COMMERCIAL FACILITIES
Definitions for C.F.R. § 36.202 are provided by the ADA.
“Accessible” Refers to a site, facility, work environment, service, or program that is easy to approach, enter, operate, participate in, and/or use safely and with dignity by a person with a disability.
“Major Life Activity” Refers to activities that an average person can perform with little or no difficulty.
“Person/Individuals with disability” (1) has a physical or mental impairment that substantially limits one or more major life activities; OR (2) has a record of such as an impairment; OR (3) is regarded as having such an impairment.
“Physical Impairment” Any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs, respiratory (including speech organs), cardiovascular, reproductive, digestive, genitourinary, hemic and lymphatic, skin, and endocrine.
“Public Accommodation” Facilities whose operations affect commerce and fall within at least one of the following 12 categories: places of lodging (e.g., inns, hotels, motels) (except for owner-occupied establishments renting fewer than six rooms); establishments serving food or drink (e.g., restaurants and bars); places of exhibition or entertainment (e.g., motion picture houses, theaters, concert halls, stadiums); places of public gathering (e.g., auditoriums, convention centers, lecture halls); sales or rental establishments (e.g., bakeries, grocery stores, hardware stores, shopping centers); service establishments (e.g., laundromats, dry-cleaners, banks, barber shops, beauty shops, travel services, shoe repair services, funeral parlors, gas stations, offices of accountants or lawyers, pharmacies, insurance offices, professional offices of health care providers, hospitals); public transportation terminals, depots, or stations (not including facilities relating to air transportation); places of public display or collection (e.g., museums, libraries, galleries); places of recreation (e.g., parks, zoos, amusement parks); places of education (e.g., nursery schools, elementary, secondary, undergraduate, or postgraduate private schools); social service center establishments (e.g., day care centers, senior citizen centers, homeless shelters, food banks, adoption agencies); and places of exercise or recreation (e.g., gymnasiums, health spas, bowling alleys, golf courses).
“Service animal” Any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability.

I believe those others that witnessed this action are questioning shopping at your stores in the future. These beautiful and intelligent animals are extensions of the owner’s life for any needs to make it better. As the niece of a disabled veteran myself I felt very embarrassed and upset for the good people who have volunteered their time and money to prepare these animals for the job ahead.

I think your store employees at The Biltmore Fashion Park in Phoenix should be ashamed for their actions and give room and courtesy to those special individuals and animals helping the handicapped and wounded. I for one would now think twice about shopping at your stores.

I made a purchase 3 months ago. A week after I purchased I wanted to exchange the size, I called customer service and they told me to drive 2 hours away to their store location because they could not exchange online orders. I drove all the way their and they did not carry that brand in stock. I asked to return the item and they said they would only give me 50$ after calling back the online department, apparently they mixed up another order from a week later and decided they already gave me a half refund... Which does not make any sense. So now its 3 months later and the item is on sale so now they claim in order to return the item I will owe them 85$ and if I want to send it in I will be charged another 85$ plus 9$ shipping? WTF! @SAKS?

I ordered a pair of very expensive shoes from Saks online for more than $500. (Actually they were on SALE for this price. The original price was more than $1, 000.) The shoes were to go with an outfit I intended to wear for a special evening out in Vegas. The first 5 minutes I had them on the straps, which refused to stay put due to a clearly defective design, came loose allowing my foot to slip out the side. I twisted my ankle and the evening was ruined. I assumed that Saks, under the circumstances, would refund my money and take the shoes back. Boy was I wrong. I returned the shoes with a letter explaining what happened and requesting a refund. A week later the shoes were back on my doorstep with a form letter from Saks indicating that because the shoes had been worn and were not in "sellable" condition, they would not refund my money. Fuming, I send the shoes back to them with a more detailed letter stating that yes, as I had said earlier, I did wear them (for about 5 minutes) but that they were clearly defective and caused me an injury and a ruined evening. Once again, they sent them back to me!

I was astonished by this reaction from Saks, a store that I have been a loyal customer of for more than 25 years. I called and spoke to not less than 7 different "managers" until finally I was offered $322, the price they were then attempting to sell the shoes for at that time. Exasperated and out of time, I told them that I would accept that, however, I would return $1200 worth of merchandise I recently purchased from Saks and that I would NEVER shop there again. And I have kept both those promises.

Sak's so-called customer service is a joke and a disgrace. No one should be put through what I was over a pair of shoes that caused so much grief. Saks' high-end competitors would have handled this matter far differently. Nordstrom and Neiman, as examples, would have taken the shoes back no questions asked for a full refund. Shame on Saks.

So here is what happened. Before I say anything further, I have to admit that I have experienced some troubles with Saks Fifth Avenue before, when they wrote my address incorrectly and my packaged could not been delivered on time. But since then I decided I can give them another chance.
I also have to mention that I USED to shop often at Saks both online and in stores BEFORE. So here is what happened. I have ordered a skirt online during Thanksgiving, after like two weeks, still not have received the skirt I was worried and got online to check my order status and what do I see "Order cancelled". I called them immediately furiously demanding explanations, not to mention I was on hold for good 20 minutes! Sales representative said the order has been cancelled because my shipping and billing address are not the same then he asked me to repeat the info I entered and it was the same, he took a moment and checked and it was indeed the same as I always pay like that and always get my orders. Not only nobody did not send me email to notify me of cancellation, nobody even called me to correct that issue after my talk to them (as they said they would). I gave up on ordering the skirt, because I do not want to deal with lousy service anymore.

Other example of their horrible service accrued about the same period of time. I ordered boots at offSaks store, and when I was calling to check about the skirt and asked about my boots as well and they said they were out of inventory.Excuse me? How about notifying me? Well, that was not possible because the girl at the store was stupid enough to enter my email wrong.

The apologies on the phone and horrible service made me tell my family members who shop at Saks alot to not deal with them as their brand cannot deliver value you are hoping to get buying luxury items. I myself will never step in their stores again!

Horrible service plus half of their staff cannot even speak English!

On Saturday, September 24, 2011, I purchased a pair of flats "shoes" with Saks Fifth logo on them. Therefore, the shoes are a Saks Fifth Brand name. On Monday, September 26, 2011 I wore the shoes to work (Concierges) and my shoes were literally falling apart.

After work, I took them back to the store and explained what happened with the shoes to Karla Rubio and she said that they can't take them back. I said I am not trying to get money back, but just a store credit or an exchange to get better shoes. She didn't apologize or offer any help. I asked her if I could speak to a manager and she said you are talking to one (rude tone). I asked her is there a store manager and she said hold on and went in the back and then came out and said we can't take them back. I asked again if I could talk to the store manager and Karla said that she already asked her and and she can't do it.

Not only did I never get to speak to the store manager, Mary Jane Weber, but I have never experienced customer service this poorly. I have already contacted Saks Fifth complaint line today, 9/26/11 and the customer service line just has someone document the incident, but there is no one to talk to. So, I did not get any help from them.

First of all we are a family from Egypt, with “Arabic and Muslim” Names, we were visiting NYC for the 9th times during the last 15 years, my elderly son, 21 years old, a grade 5 medical student was shopping @ Sakes last Wed 09th of Nov, with a friend, the main cause for this visit was to return a jacket which was purchased from Saks by him 2 days ago, as he didn’t have the receipt of the jacket, the salesman refused the refund, then he purchased a shoe and paid it in cash; at that time he has a bag with the jacket he bought 2 days ago, of course without the security tag, and the shoe with the receipt. At the ground floor, they checked some scarf, my son select one, and looked for his friend, to has his advice, he didn’t find him around, text him, and he replied that he went outside the store to smoke a cigarette, at that time my son was near the front door with the cloth bag in the LT. hand, phone and the scarf in the RT. hand, what he did was just passed the the sensor detectors, HE DIDN’T OPEN THE DOOR, but this was enough to set up the alarm off. The worse scenario was about to start, 2 security staff came in a second, literally attacked him, pulled him into a closed room, he told me that he was so confused, don’t believe what happened, took the scarf from his hand, and check the bag, asking about the Jacket receipt. At that time the manager came and ask about his name, and nationality. My son was ordered to take off his shoe, subjected to thorough frisking, and took his phone. Unfortunately, he was shocked and was not able to communicate in a good English or even start a logic argument with these people .The police was called and he escorted to the police station, the officer told him that he checked the surveillance camera that showed clearly that he didn’t left the shop with the scarf, and moreover, they handled to him the bag with the shoe and the Jacket which they claimed he stole it. We didn’t know anything about these events until mid-night, as we couldn’t contact him. With the help of wonderful people at the court he was dismissed Thursday at 2 PM, the condition of disposition was: one day community service, and the Judge order it to be done in Egypt. Our flight back home was 6.30 PM, so we left just in time to catch our plan, as a family this was the first time to have such situation either in our country or abroad, even we never been in a police station or a court room before. Till know my son is so disturbed and depressed he refused to go to his collage, he didn’t deserve what happened and as he told me, if he was an American citizen, nothing was happened and he was not humiliated and sent to jail for nearly 24 hours.

I went to the store on October 9, 2010. I remember it was their beauty week. This was the first time I used Bobbi Brown on my skin.While they were doing my makeup, I asked them about their return policy and they said I should be able to return anything if you I have a problem with it. With confidence, I bought several products from Bobbi Brown. One of them was the Skin Foundation. After using product for a week, my face started to break out. I decided to try it for a couple more days but the allergy got worse. I knew then it was the product because I'm the type of person that don't get acne at at all. Before going to the store, I decided to call customer service to make sure that I could still return the product, and she answered "Yes, definitely". Since I didn't want to waste my time for nothing, I decided to call the store, same store that I bought the product from, and this is what they told me "Since the product is already opened, we can't accept it anymore

". However, the customer service people said "You are able to return cosmetics if at least 75% of the product is remaining." I was so disappointed with them.Basically, it seems like Raleigh store have their own return policy, which is really horrible. I even try to contact the manager, but of course, no response. I buy almost everything from Saks Fifth, and I can't even return a $45 product. Well Saks Fifth, thank you for wasting my money and for ruining my skin! You just lost one of your loyal customer.No wonder your store is always empty!

Saks fifth avenue is the worst department store i have ever been to. They hire the most rudest and dumbest employers. It is mind boogling how this store is still in business. I hope they go bankrupt because they treat their customers like crap. Who the heck is in charge of hiring these ###s? The economy is tough but they need to stop picking up idiots off the street to work for their company--paying them min wage. This whole company is ridiculous ! so unsatisfied with their customer service and their inability to solve customers problem! I HAD heard alot of complaints about this store.

Someone should tell the salespeople at Saks to stop making it painfully obvious that they work on comission. I was shopping on the 5th floor and made the grave mistake of paying for my shoes and clothes at one cash register. For this, the shoe [protected]@#$h yelled at me, demanded my receipt and called a manager over to scold me. When I tried to defend myself, I got "the hand" from the manager. Knowing they were dead wrong, neither of them would give me their names, or I would have posted them here. Boo to Saks.

Bought a pair of Versace shoes, thought I had a 60 day guarantee which Saks has. A few days after 60 days, wore the shoes once, and they caused pain up and down my legs so badly and blistered my feet so badly I limped for days. Since I purchased several thousand dollars worth of items from Saks in a day, I asked the company to take the shoes back for a store credit. They said fine. Shoes were picked up by Saks.com, then 1 week later, I was told they are not giving me a store credit and a mistake was made. I was accused of sending by the shoes in terrible condition with scuffs and scratches all over them. I told them they were worn for appoximately 5 hours in the city. They said I lied. The silver seal on the shoes were still there. I was spoken to so disrepectfully I was shocked. Saks is a place without an ounce of class. I reported t his to the shoe manager. No one would help me. Everyone transferred me from one person to the other. After 3 weeks the shoes are apparently coming back. I cannot believe how crude and what liars Saks is. I wore the shoes for a few hours only, and was accused of wearing them to death. Now I find out that a Sales Assoc was scamming and arrented in the Jewelry dept. I reported them to the BBB. Haven't heard anything yet. What an awful store to do business with.