Saks Fifth Avenue — Attraction in New York

I wish I could give Saks a -482 as a rating. I am utterly disgusted with Saks, they're incompetent employees, and I will NEVER shop here again.

On 07/24/2024 I purchased a Marni Tropicalia Micro Woven Tote Bag, color "Dry Rose Cypress" for $294 pre-tax. I received said order on July 27th, 2024. Upon reaching the package and examining its contents, I found that I was sent the right style of product but in the wrong color. I contacted Saks Fifth Avenue customer service in which I was told that the item that I wanted was sold out and not available in other colors and the only way they could accommodate me is by sending me a return label to ship back the item for a full refund. I agreed to their resolution but was unable to ship the product right away as I was traveling the very next day. Upon returning from my travels, I returned the item that I received in error back to Saks in the exact condition that I received it as it was unused with original tags intact. I returned the item on August 16th, 2024 (well within their 30 day from receipt return policy) in which I received emailed confirmation from Saks Fifth Avenue that it is on its way back to their warehouse. On August 19th, 2024, I received emailed confirmation from Saks FiFth avenue that they received their item. I called customer service and chatted with customer service online on two separate occasions during their 30-day return processing period in which I was informed I had to wait the full 30 day period for processing despite it being their mistake for sending me the wrong item. During the 30 day processing period and including on the 30th day, I never received a correspondence about the return processing status from Saks. On the 31st day, I called Saks Fifth Avenue and chatted with them online to inquire about the status of my refund, the representatives informed me that my return was rejected because I did not return within the 30 day period. After further investigating the rep found that they made ANOTHER error because he found that I did return the item before 30 days. The rep then advised me that they mailed back the merchandise on 09/18/2024 to the original shipping address which I no longer live at. I advised the rep that I never received any notice of the return rejection or did anyone confirm the return address before attempting to send back to me. The rep tried to convince me that an email with this information was sent but then admitted that there is nothing on my account showing an email was sent. I later asked to speak with a supervisor who advised I would have to send back the merchandise because it was marked as delivered in order for them to refund me my money. I advised him that I no longer live in that state and have no way of getting the merchandise to ship back, nor should I have to go through such great lengths since they made three separate errors on their end. I want a full refund as I do not have the merchandise and have no way of retrieving it. Saks customer service has not held their selves accountable for any of these mistakes and as a long time customer I have been treated very poorly and they are essentially stealing my money as I upheld my end of their return policy after their mistake.The supervisor sent me an email which i attached, confirming that I returned in a timely manner but he refused to include that they did not send me an address confirmation email before mailing back the item. Please see attached documents for pictures of what i ordered and what i was sent. The supervisor's only remedy is for me to send back the item which I do not have in my possession and am unable to retrieve. Saks irresponsibly sent that item back without confirming my address and are now making it my issue! I WANT MY MONEY BACK OR AM I GOING TO TAKE THIS TO CIVIL COURT because this has been over a month now that Ive been struggling to get my money back for an item...

Dior customers beware! One of the worst customer experiences I've had wasn't an insurance or cell phone company, it was the Dior store in Saks. Let me explain so you don't make the mistake of thinking this "luxury" brand is actually a luxury experience.

I purchased a $6,000 purse (yes, 6k!!) for my wife as a Christmas gift. After using the purse 3 times (a total of about 1.5 hrs of use), we noticed the leather on the side was discolored.

This was literally 3-5 days after buying it. Naturally, we sent it back for a refund. This brand claims they stand by their product, so when when we received a discolored $6,000 bag, we assumed they would take seriously.

Fail #1 was that the purse had discoloration.

Fail #2: after we shipped it back for a refund, the Saks sales employee decided we were not worth her time anymore. If you're not buying more, you don't matter in Saks (apparently). They wouldn't transfer us and would hang up in our face when we expressed our JUSTIFIED frustration over this expensive return. We spoke to Dior corp customer service and explained the situation to which they replied that returning it "will not be a problem." Oh how wrong they were...

Fail #3: After TWO WHOLE MONTHS of broken promises, being ignored and being hung up on, we finally made it to the asst mgr (can't remember his name) who flat-out told us that they will not be accepting the return because this is "normal" wear and tear. He was a cold and calculated robot reading from a "don't lose money" script. So let me clarify this for you: If you buy a bag from Dior, see a problem within a few days then try to return it, they won't accept your return! This can't be legal.

Keep in mind we had possession of the purse for a less than 2 weeks, and it was worn only 3 times for about 30 minutes. After making a sufficient fuss, we were told the manager Marielle would contact us in 48hrs. We asked specifically how long before we would hear from her because of all the time these useless individuals had already wasted; he guaranteed us it would be 48hrs.

Fail 4: About 9-12 days later, we get a voicemail from Marielle stating she was "out of country," which indicates her asst mgr doesn't know whats going on, or that she's lying. Based on what happened already and what happens next, both are certainly possible.

Fail 5: After calling Marielle back 3 times and leaving a VM, we finally get on the phone together (another week had passed). Marielle proved almost immediately that she was working towards a pre-determined outcome: they planned to do nothing for us. Tough luck on your discolored 6k bag you just bought! What's worse is that she was condescending, aggressive, rude, and utterly failed to diffuse the situation. Customer service 101 was totally lacking. She wanted to fight. Like a hateful pre-teen in social media comments, she blindly and emotionally talked over me and disrespected me, to the point of shouting my name repeatedly while I was trying to make a point (yeah, really). Just like multiple others in Saks, she eventually hung up in my face. This is not just classless, unprofessional, and pathetic; it happened in a "luxury" store for a 6k purse!

As of this moment, Dior is still attempting to refuse the return which they took possession of 2 weeks after the sale date. Per the receipt, we returned in the proper window and this should never have happened.

My wife has a collection of luxury brand bags which she's accumulated and cared for over decades. We expected the Dior brand to be a great addition, but instead got a defective product followed by the most horrendous customer service experience in our lifetime. This was our first Dior purchase and will be our last. I hope someone from corporate contacts me since this horrendous "leader" is still running...

I am writing to share the worst experience I have ever had with a department store.

I had ordered a dress to wear for my Wedding Rehearsal Dinner, however, the shipment was not delivered in time due to multiple delays for shipping. I had written The Saks chat online as soon as I was informed of the delayed delivery and tried to cancel since I would not be in town to receive the order and no longer needed it. I was unable to cancel since the order was already processed.

I was then out of state and out of the country for my wedding and honeymoon and did not personally have hands on the package until I returned to NY in June.

When I returned, I attempted to return the package at a shipping center filling the saks return process, but did not have the appropriate return label. I wrote Saks chat again (case #08517334) while at the shipping center, and I was informed the document I had needed to be scanned by FedEx.

Days later I went to FedEx to have them scan the barcode so that I could ship the dress back. FedEx informed me the barcode I had was not scannable by FedEx and that it was only a packing slip (despite what Saks had told me) and that FedEx required a QR code or a prepaid shipping label.

Again, I wrote Saks chat and finally got a prepaid shipping label directly provided to me. On 6/23/23 I finally mailed the dress back with the appropriate shipping label that Saks finally provided me. I provided the context above in a letter that I placed in the package for Saks distribution center to review.

I received an email notification that my return was received and that it was being reviewed. The email stated I would be notified over email about next steps. I was never notified.

Today, July 7th I received a surprise package. It was the dress returned to me, with Saks refusing to return and reimburse me since it was over 30 days. You can imagine my shock and disappointment. Immediately, I called Saks customer service to work this out and have been on hold for over 45 mins. I would like to reiterate WHY this was past the return date: Saks delayed the order and ship date Saks would not let me cancel the order, despite learning that I would not be in town to receive the order and that I no longer needed it. I was out of the country for my wedding and honeymoon until mid June, when I immediately tried to return the dress. I had multiple conversations and issues with Saks trying to return the dress and was unable to ship it on multiple occasions due to miss information provided to me by Saks.

The only reason this is delayed is the fault of Saks. This is the worst customer service I have ever experienced and I expect to be refunded the $311 dollars from Saks. I am happy to send this dress back once more, but I do not appreciate being taken advantage of by a department store for mistakes that Saks made again and again.

Please refund me immediately and treat your customers better.

——- Update: I went in person (which is not close to me) after struggling with Saks online. The rep at the store returned the dress immediately after hearing my story and mentioned that Saks online is...