Complaints

• Initial Complaint

  01/18/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is not an isolated incident, this is a group incident. ***************************************** They had a good deal on November 28, 2024 during Black Friday, 85% off on *****, but there was a double Gift with Purchase and 17% cashback. The cashback was issued by them through rakuten. What happened next was that they sent the items I purchased first, and the Gift with Purchase process. To be honest, I didn't worry too much, but the final result was surprising. On December 18, 2024, I received an email stating that We've Canceled Your Order #*********. I went back to check my account and found that my order was no longer visible in the account, and I couldn't return it through the web. Yes, they cancelled my GWP, but they also cancelled your order, and the cancellation of the order caused my 17% cashback to be cancelled. In the end, I only bought their ***** at 85% off? ! I found a lot of people complaining about them doing this through the Internet. I am angry that they turned the Black Friday deal into a scam.Then I couldn't return it online because the order was cancelled in my account, so I drove to their store for three hours to return it. I was told that they refused to return it because the outer packaging was incomplete. Yes, the outer packaging was incomplete, but it was not my malicious act. I didn't expect such a despicable thing to happen. I only lost part of the outer packaging! So I came here to complain to them, yes I have to do this. I swear I will never buy anything from this store again. And I will tell people that they would do such a thing, they will deceive you casually and don't want to take any responsibility!

  Business response

  01/28/2025

  Thank you for bringing this matter to our attention. According to our records, the customer contacted us on 1/22/25 stating the ***** Wonder kit had not been received. The missing purchase case has been approved. If the customer has received the product please return the merchandise with the return Saks return label. 

  We are sincerely sorry we were unable to fulfill the free gift with purchase. Unfortunately these items are limited in stock and no longer available. 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/11/24 l ordered a size 5 **** ****** bomber jacket from Saks using a combination of gift cards I received from cashing out Amex ** points and my Amex for a total of $2004.95. On 10/15/24 I received the package from Saks containing the bomber jacket in a size 3 with a printed tag indicating it was a size 5. Upon opening, I noticed that the jacket looked small even for **** ****** and then noticed that it was mislabeled and the actual size was a 3. Immediately upon noticing this (within a minute of opening the package), I contacted Saks customer service via chat to inform them of this issue and spoke with Junior who asked me to send photos of the jacket in question. I immediately emailed photos and he sent back a return slip so I could return the jacket. I dropped the jacket off the next day at the ***** store and it was received by Saks on 10/21/24. Over the past 30 days I have reached out to customer service via chat, phone and email 1-2 times a week to get resolution on this issue receiving the same scripted responses from all with 0 attempt to address the issue having been told that there is nothing that can be done and no one to whom the complaint can be escalated until a week after the 30 days have passed. I even bought the jacket in a size 5 from a competitor on 11/13 for a marginally higher price because I wanted the jacket so badly and it seemed like there was no chance Saks was going to resolve this issue in a timely manner. As today is the 30 day mark (the time required by their policy for returns to be processed) Im filing this complaint as they have done nothing to address this issue or take responsibility for their mistake of sending the wrong size in this jacket by refunding the amount paid. It has been my worst customer service experience from a so called luxury brand. No desire to ever shop here again.

  Business response

  12/02/2024

  The customer was refunded initially on 11/21 in the amount of $1,995 however the entire amount was refunded back to the customer's **************** card. It should have been distributed as per the way in which the customer initially paid which was an **************** card and gift cards. On 11/26, the correction was made and the following amounts were refunded correctly as follows: $354.95 to the Amex and the remaining $1,630.10 to a Gift Card. The Gift card was mailed and should be received by the customer within 7-10 business days. We consider this matter resolved.

   

  Customer response

  12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a dress on August 14, 2024 to wear to my daughter's wedding, which cost $354.60. The dress arrived on August 20, 2024. The dress was a much lighter color in person than what it appeared to be on-line, so I initiated a return and sent the dress back on August 21, 2024 (the day after I received it). **** confirms that they received the dress back on August 26, 2024, yet has not yet refunded my $354.60. I have contacted Saks 3 times. The first time they said it would take up to 2 weeks to refund. The second time they said it would take up to 30 days. Today is the 30th day, so I contacted again and was told that I need to wait an additional 5 - 7 business days just to find out when they'll refund my money.

  Business response

  11/13/2024

  Thank you for contacting us regarding your concerns. A credit was issued on October 2nd. See copy of refund receipt. 

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased these shoes in two sizes because I have a foot that is very narrow and is in between sizes. I tried on ONE SHOE on the carpet and without buckling, and my foot slid through the straps. So I packaged them back exactly as shipped in the original box (both shoe and shipping) and sent back to ****. They then sent them back to me saying that I had damaged them. There is a **** on the shoe bottom that looks like the manufacturer made an indent, but the shoes came to me that way. Saks is refusing to refund me for these shoes that I cannot wear, saying that I damaged them and they have been worn. Please help me get my money back. I received these the first time on April 1st and the second time in early May.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I returned 2 dresses back the next day after I received them. It has been a month and **** still hasnt returned my money. I want my money back. The order number is *********.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩