Saks OFF 5th
Reviews and Complaints

I spent 6 hours on your site on Monday and placed 2 different orders
I was back on your site at midnight and my cart suddenly changed as if I hadn't checked out with higher prices
I contacted support immediately and they gave me the run around
They would not honor cyber Monday deals -
I spent over 6 hours on phone yesterday trying to resolve
This has been a horrible experience!
I'm thinking this could be a scam!

On 8/24/19 I purchased 2 sport coat at Saks off 5th outlet in Wrentham MA. These coasts were a buy 1 get 1 free sale. After getting the coats home it was discovered 1 was defective. I returned 1 coat to Saks off 5th on 9/12/19 in hopes of an even exchange for the same coat. The same coat was unavailable. The clerk in the store attempted to purchase the coat for me on the Saks off 5th website to have it shipped to me but had issues completing this. He issued me a store credit for the coat (the price of the sale buy 1 get one so merchandise credit issued was $359.59). I was told to all customer service and place the order with them for the same coat using the merchandise credit.
The same day on 9/12 I contacted online contacted customer service and spoke to Mae Arranchado. She told me their online system did not allow her to use just the merchandise credit and I would have to cover the full cost of the coat BUT I would be reimbursed for the discrepancy. I was very reluctant to do this but was told a case would be opened and the refund of additional cost would be issued. I emailed Mae copies of my receipt and the refund for her to see the price I paid for the coat. I attempted to place the order through her directly but was unable to be connected to her.
On 9/16 I placed the order with a different representative (re-explaining the entire issue again) for the same coat using the merchandise credit issued to me (359.59) as well as the remaining balance as if the coat as if it was purchased full price ($266.96) with a total cost of 626.55. The Full price of coat was 599.99 plus 26.56 tax= 626.55. I was given the order # 8449479 and a case was opened to process the refund of $266.96 which I placed on my credit card. I was told the Case # 397690 and that it should take 7-10 days for the refund to be issued.
Since placing this order on 9/16, I have spent over 5 hours retelling this story to different representatives with my requests to speak to managers declined. I was finally able to speak to a manager Rodessa Ilenes on 10/11 and emailed her receipts again. She was going to work to get the reimbursement issued and appeared apologetic and competent. She did say she felt the reimbursement should come through the store directly and contacted the Wrentham store. After not calling me back a representative looked into my case and said I should go back to the store and speak to Maryanne or Olga to get the refund. I asked to speak to Rodessa directly as I wanted to see if I could be issued this walkout going to the store (also it appeared the issue was more with the online sale). She then said she misunderstood the issue and said she would work on getting the reimbursement withtin the online system order. She does not have a direct line so every time I call to speak to her, I have to go through customer service and several tell me they don't know who she is, they can not connect me because it is a "random customer service line" or that she is unavailable. Just this week I called on Monday 10/28 and was told she Rodessa at lunch but took my info and would receive a call back within the hour (no callback). Tuesday 10/29 I was told that she was on another call and would call be back within in 10 minutes (no call back). I offered to wait but was reassured she would call me back. No call back. On Wednesday 10/30 I was finally able to speak to Rodessa and she reported to me the request for the refund was again declined but she would send an email to have it addressed and would call me within 24 hours. It is now Friday 11/1 and no call back. I just called customer service again to try to speak to her and was told not she is not there. I asked when she would be in and was told to try back in 2 hours. I tried to clarify if she would be in the office in 2 hours to which the representative did not know.
The online customer service deserves a rating below 0. Shame on me for putting additional funds for a coat. I should have listened to my instinct but was reassured that the policy was to open a case and I would be reimbursed. This situation has taken years off my life. Just issue me back my 266.96!

I ordered an item through Borderfree (I'm from Canada) and was waiting on instructions as to how I could return it and get a refund. I emailed days ago and received no response even with a follow up email. I also sent them a dm after stating this problem in their comments. They said they'd be happy to help if I messaged them my order details and yet no response.

I am most displeased about my order from saks. I ordered for john and jenn stripped ruffled blouse and got a wrong color, spoke to the customer representative who assured me that I could place another order for the same color I wanted and everything and it ll be shipped to me . I received my order today and the same wrong color was sent to me. I have reached out to customer service and I have been told I can't return the item to the store and I have to ship it back to them before I can get any refund which might take two weeks or more. I have never heard of a policy like this and I would never shop with saks off fifth.

I returned a blouse after trying it on once receiving my order through the mail. I returned this item but it was sent back to me stating stains in the armpit area. I have pictures showing this item has no stains and is in good condition. I called the customer service and they checked into it and called me back stating I cannot return this item as there will not be a second inspection. I have ordered many items from many places online and this is the first time a return was sent back to me. I am highly disappointed as I would like to recommend your store to others. I can not do so in good faith at this moment. It's only a blouse however the point is much larger. I should be able to receive a refund not having to keep the blouse and receive 15% off as I was offered. This is not a fair remedy. I as a customer have been treated with a brush off and there was no consideration that I may be correct and your company could have made a mistake. It is not a good feeling and it is not a sign of a company that strives for excellence nor one that I would recommend.

I have the pictures of this item in no different condition than received. You will find pictures attached of both the inside and outside of the blouse in the armpit area. There should be a second inspection which would be fair and reasonable and frankly I should receive a refund.

I hope that your company remedies this and represents yourself in a better light. That is why I am writing to you.

Sincerely, Dr Benda

INTERNATIONAL PURCHASE RETURN. In August I placed the order #8262246 and paid CHF 430.27 (Swiss francs). However one of the articles ( jacket) was supposed to be size 2 but the label sewn on the article as US 6. As proof, I sent the picture to the customer service and on Aug 27th I received an email from Liberty Fajardo to apologise for this mistake and acknowledging a full refund including original shipping duties and taxes - also total refund of CHF 430.27 on the return authorization form (number RT-E4X001064053362-AA).
Although reception of the return was confirmed by Borderfree on Aug 30th and Saks OFF on Sept 5th, no refund has been credited to my credit card yet.
On Sept 12th, I called your customer service twice. One operator told me that USD 337.44 was refunded with transaction number 43333. Then I called back to understand why the original shipping duties and taxes were not refunded as they were stated on the return authorisation form - due to Saks labelling error. The operator could not understand the issue.
So I have 2 problems:
- incorrect refund
- no refund credited
Today Sept 13th, my credit card company informs me that no trace of transaction 43333 was found and asks when precisely Saks bank account was debited.
Can someone please give me correct information? So far I am very disappointed by Saks Off services.

My wife and I shop at Off 5th Saks at West Palm Outlets often. We purchase often and like to frequent that location. Today 7/8/19 my wife suddenly had to use the rest room and was told to go outside and take a left. There is no rest room inside for customer use. This is unacceptable. We've been in numerous other Off 5th locations and they all have a customer rest room. We are both in our 70's and when you get in that bracket a rest room is necessary. If you want us to continue shopping in that location this problem needs an immediate solution. Can you advise when this will be corrected?

I order consistently from off 5th. However, the past couple of months I returned more
than usual. I had 3 charges on my credit card and 2 refunds.

First of all, when calling to discuss this I was put on hold for over an hour. This is totally unacceptable and if this is what the company has become I will reconsider shopping online with them anymore.

3rd order has not been found altho I sent it 6/4/19 and have the package receipt
The overall experience dealing with this has been horrific and I will think long and hard before I continue to shop with you,

I placed an order in May for a skirt and top by Ramy Brook. The skirt came but the top did not. Nor was the invoice for the products
I waited another week the top never came. I called and asked when the top would arrive and they stated that it was shipped together and they would send out another top since it did not arrive
I waited another week and on the 4 June called back. I spoke with someone who had no clue about the issue and then stated he would put an investigation in process about the missing top
I received a call form Alex on the 10 June 2019, called back and spoke with several people and it was stated that a refund would not be issued, but would I like 20% off my next purchase. I said no. I want to speak with a manager. I have been on hold for 20 min now waiting to speak to a manager and the gentleman came back on and said he was still waiting on a manager and offered me a $25.00 gift card. I said no. I want to speak with a manager He said ok so I am still waiting

Good Morning:

I'm writing to bring my feedback of my experience with your company. I placed an order on 4/14/19 for the amount of $39.19 and then I need to return the item because it doesn't fit well. I returned the item on 5/11/19 and they confirmed that they received it on 6/1/19. It takes long time vs other similar companies to confirm the return and to refund.

I paid $39.19 and they made a credit to my Amex $25.04, do you believe that this is a fair or legal practice to refund less than the customer pays?

I will appreciate your response to this concern and an action about the practices of your company.

Thanks

Debbie A Maldonado
Order #7629450

I am a long time customer of Saks 5th Ave and Saks Off 5th, probably more than 20 years. I've never placed a complaint before because customer service overall has always been very good. I've often enjoyed shopping with Saks and Saks Off 5th, but unfortunately because of two recent experiences back to back I feel the need to bring my business elsewhere, which is a shame because I love many of the brands you carry. However, Nordstrom's Rack and Barney's Warehouse also carry great brands and both have good customer service as well which is important to me.

First, I want to say as a business owner, that when a company policy is made and printed on a purchase order, the business should stand behind the policy, and if for any reason the policy has changed, and customers are not made aware of the change, via an updated policy or email, the customer service department in the store and on the website should make accommodations for customers to stand behind that policy until it is either updated by management or customers are made aware in some clear fashion.

Second, if you are going to have someone present at the entrance of your retail locations weather its the Saks 5th or the Saks Off 5th retail locations, you need to have someone at the front who is welcoming and represents your brand. This should not matter if you are purchasing reguler price or off price merchandise, because the people you hire and train to represent your brand, should be welcoming and respectful across the board. Almost every single one of my friends who have been shopping with Saks 5th Ave, and that is many... also shop at Saks Off 5th retail locations. Many of us have the same complaint and unfortunately do our best to avoid the retail locations because of the lack of help in the stores, or unfriendly attitudes. In my mind Saks has always represented the highest quality brands and along with that should come a superior level of customer service when shopping and making purchases, and the same level of customer service when there is a problem that needs to be addressed. The same level of service in a purchase, return or exchange. Especially, if it is a good customer with a simple request, based on a store policy. A good attitude and a simple accommodation can make all the difference.

My 2 Complaints:

RE: Saks Off 5th retail store located at:

21500 Victory Blvd
Woodland Hills, CA
91367

1. Very Rude Security - Front Door. Upon entering this location there was a young man wearing a black suit and a white shirt who stood by the front door. He appeared to be a greeter or store employee. I was waiting on line and there were about 10 customers in front of me and a couple behind me. There was 1 cashier at the front, but the line wasn't moving after about 10 minutes of creeping to the front, I excused myself from the line, and because he was standing nearby, I walked up to him and said hello, the line is held up for some reason, can you tell me if there's another cashier who can come and help the front out. Your employee said, No. I asked if there was a manager that could help, he the said, I don't know!
I then looked at him puzzled probably and said so maybe I'm not asking the right question, again I asked, so then will you please call to your store manager and ask if some help can be sent to the front. He abruptly said No Miss! in a very rude tone.
I said, well, I thought the people that worked here were supposed to be polite and helpful, and then he just walked away from me. I turned around and another woman heard, and said to me, I think he's just store security. I then turned and looked, the line didn't move much, a couple more people were complaining and left, so I put my purchase down and left too. I was annoyed that I drove 22 minutes to get there, spend time shopping, and then to find a long line with 1 cashier, and then to be spoken to in such a rude tone by one of your employees. It was totally uncalled for, and complete waste of my time.

I went back to the store again a couple of days later and it looked like there were a few cashiers and the line was moving so I purchased the graduation gift my niece wanted and left. The salesperson behind the jewelry case was very nice and knowledgable that day.

2. Do What You Say - I had ordered a couple of items online, I kept a few and needed to return a few due to one item being chipped and the other 2 being to small. I drove to the store to return the chipped item and see if I could exchange the other items for larger treys. The purchase order states at the bottom of the slip the following:

Easy Returns 2 Ways!
It's Free to return items to Saks Off 5th Stores... etc.

So, I drove 22 minutes again to the store to make the return and do some additional shopping to hopefully replace the items. The store was quiet, the cashier took me right away and she was very nice, but the items rang up funny, so she called a manger to the front and he, (Brandon) said Im sorry miss we can't accept these items here because they are not sold at this location. I said I know, they were purchased online, and it says right here, they can be returned in the stores.
He looked at me and said again, I see that, but Im sorry miss we can't take these items here, I can give you a box to ship them back yourself. I replied, I have the original box, but I just drove 22 minutes here, parked and waited on line because the purchase order states your store will take them back here, so I don't want to take them home and print a slip and drive to ups when I already drove here. Home and back is almost an hour door to door. Please take these items here and ship them back. Brandon the manager said again, I'm sorry miss I can't take them here. Sorry Miss, Sorry Miss.. he repeated like a robot... completely patronizing.
(I can understand why so many stores are closing)

The art of true customer service is gone in your store. If he said yes, we used to take the items but no longer here, however because you drove here and are a good customer Ill take them and ship back today. Our policy should be updated soon.
I would have been fine with that, I would have stayed and probably done more shopping. But, I left with another bitter taste... I did call and get a return slip and packed myself, goods are on the way back.

However, I think your management team needs to note that in this day and age where customer service is the absolute key to set you apart from any other store shopping experience, your store is falling way behind.
Managers are not knowledgable.
Managers who do not know how to speak to customers.
Security guards who work for your store at the entrance are completely rude and everything but welcoming. Honestly its a shame. Unfortunately this is lost customer, and I am not issuing this complaint because I want anything at all nor do I need anything, however, you should train and staff in your stores better, because trust me, I am one of many lost customers.

Also, you should update your purchase orders to read we accept most items at our stores accept the following: list them... Save more people time, money and aggravation.

Order #[protected]
Date 5/15/19

I was buy a diesel shoes and you delivered me before 2 days. It's a defective product and very bed quality product. I want to return or exchange but no option works please give me solutions
My order no is [protected]
Date- January 25, 2019
Product -Diesel Dyneckt Naptik Leather Sneakers 8.5 Black
[protected]
And give me a original product or refund my money.

I placed an order at beginning of November 2018 when they had the gift card promotion when you spend over $150 they give you $30 gift card back. When I placed the order, I forgot to apply the promotion code. Then I emailed them right away after I realized that I didn't apply to code. They emailed me back saying that they will apply the code for me and told me to wait 3 weeks b4 receiving the GC mail to my billing address. Ok. 3 weeks gone by, I received nothing, I emailed them again at the beginning of December, they replied told me to wait til the 13th of Dec. Ok, again, mid of December, I emailed again and they told me my order was not qualify for the promotion because it considered as previous order. Ok, then why not tell me from the beginning? I could've place another order with the code and return the other one but why tell me to wait, wait and wait for a month and half then tell me my order was not qualify? I emailed them again telling them that and they told me that the GC was mailed out on the 24th of Dec. I waited til last week which was exactly 2 weeks from the date they mailed out to email them again and they said wait for exactly 2 weeks minus the holidays. Ok now is over 3 weeks and I still receive nothing. It's not because of $30 GC. But it's their reputation. They rather tell me at first that my order is not qualify but don't keep me waiting like a beggar like this.

i placed 2 orders on 1/3/2019， and i am registered in shoprunner that means i can receive the order within 2-3 days, but there is one order i receive on 1/8/2019, it is already 5 days, and when i called they just said sorry, and the other order i place the same day, but until today they didn't ship out yet, i keep calling two days, they said will response me soon, but no response at all. so where is my order?where is my money?