Saks Fifth Avenue — Local services in Lower Merion Township

Chanel at Saks: I had the most bizarre and unprofessional experience at the Chanel boutique within this Saks which compelled me to write this review. I spoke to an SA over the phone and explained what I was looking for in terms of quality and looks as I'd seen some defective bags lately and for the current prices, I wanted to ensure I'm getting a quality item. She assured me she understood my needs & concerns and sent me photos & videos of a beautiful & perfect handbag. I very happily agreed to buy and thought I'd finally found the perfect one after months of searching. I sent someone else to pick it up on my behalf. A different SA (my SA wasn't in that day and asked we deal with a certain SA) sent them home with a clearly used / mishandled bag that had scratch marks on the inner leather as well as the outer hardware, had matte leather (when I was shown shiny) and had almost flat quilting (when I was shown gorgeous puffy quilting). These bags had two different serial numbers so it wasn't hard to prove! I made it clear from the beginning that I was looking for a bag with topmost quality, so it makes no sense that these sales reps would swap the bag and think I wouldn't notice.   I refuse to believe that this was a genuine mixup because both SA's who were responsible for this transaction refused to speak to me when I contacted them. The SA who packed the bag hung up the phone on me and the one who spoke to me originally ignored all my texts. Even if it was a genuine mixup, was it not their responsibility to handle it professionally, talk to me, provide an explanation, apologize?  Show a little bit of decency & respect? To hang up the phone is classless.. my toddler knows to act better.

When Chanel gets a bad rep - this is exactly why! No one offered an explanation or an apology and I had to hunt down a manager myself to get any sort of communication from them. They sold the better bag to someone else and sent my family home with a less than satisfactory piece.

I of course returned the bag ASAP. Not acceptable!

If you shop here - check your items thoroughly and don't allow any SA to treat you with disrespect. Chanel needs to be held accountable for providing a "luxury" experience it represents with both quality and customer service. This was the worst experience I've ever had at any Chanel. Zero...

This Saks is the worst!!!! I purchased Christian Louboutin handbag on line to be picked up in store. First email I received stating my pickup was ready, I went to Saks only to be told the could not find my order and they were short staffed??? Manger stated she would call me the next day, I never received the call. In the meantime I am constantly receiving emails stating my order is ready for pickup. I called store the next day only to be put on hold for 35 minutes in addition to be transferred back to the 1-800 number which could not help me at all. Finally reach an associate who went searching and found my order stating it had been siting in online pick up customer service shelf. I immediately go to the store and the associate bought out my bag in a clear zip lock bag which I thought was very odd. While inspecting my purchase I discovered that the straps and chain purse was missing when I told the associate it had already processed my pick up. I had to go through the process of returning the bag which sucked. I did not received the full refund as I had paid shipping cost to be shipped to the store. Now I have to contact customer service again to get a refund of my...

My first in-person Saks experience was definitely one to remember. I came here doing some last minute Mother’s Day shopping. I was looking for Chanel perfume and was kindly greeted by a sales associate, Liz. She explained to me that the perfume I was buying had different concentrations and helped me picked the best fit. Upon checking out, she gave me numerous samples of Byredo perfume and her contact information.

I came the next day to do more shopping and Liz was extremely helpful all along the way. She made sure I was satisfied with all my purchases, made sure my visit was speedy and most of all made me feel like I was a valued customer. She wrapped my gifts gorgeously and fulfilled all my requests to the best of her extent. I purchased a set of earrings and shoes that day. Rarely do I ever see this level of customer service! Also pictured is a bouquet of Mother’s Day flowers that was complimentary with my purchase.

I am usually cautious with shopping at higher-end stores, but I must say my experience at this Saks location was extremely impressive. I definitely plan to return. If you plan to shop here, Liz is definitely...