Saks OFF 5th review: Wrong item delivery and no refund after return wrong item

Re: Refund for Wrong Delivery Item Order Number: [protected] and [protected]

Dear Sir/Madam,

I am writing to address an ongoing issue regarding a recent purchase I made from your store. On September 16, 2023, I placed an online order (#[protected]) for six items, one of which was a pair of red sunglasses. Upon receiving the items, I discovered that the sunglasses delivered were black/dark blue instead of the red color I had ordered. Subsequently, I attempted to return the incorrect item at the Livermore Outlet store but was unable to do so as the item did not match and lacked a barcode.

Upon contacting customer service, I was instructed to return the item by mail with a packing slip and shipping label provided by your customer service team. Following these instructions, I reordered the red sunglasses along with additional items in a separate online order (#[protected]). Regrettably, the replacement sunglasses I received were also the incorrect color.

In frustration, I returned both orders (a total of ten items) in the same package, accompanied by two separate packing slips. However, despite returning all items, I only received refunds for nine items, with the red sunglasses missing from the reimbursement. Despite numerous attempts to rectify the situation, including conversations with two different managers and providing evidence such as photographs, packing slips, and a detailed item count, I have yet to receive a satisfactory resolution.

It is evident that the mistake lies with the initial delivery of the wrong color sunglasses, compounded by the subsequent failure to process the refund for the returned item. I am requesting that your company refunds the $101.90 cost of the red sunglasses, as this is the amount I paid for the item. Enclosed with this letter are copies of my receipts and photographs of the returned items for your reference.

I am hopeful that we can resolve this matter promptly and amicably. I kindly request a response to this letter by March 14, 2024. Should this issue remain unresolved, I will have no choice but to seek assistance from my state's consumer protection office or pursue other avenues for resolution.

I appreciate your attention to this matter and look forward to your prompt response.

Sincerely,

Van Le

Enclosures: Receipt, Photos, packing splits