Saks Fifth Avenue Corporation Office — Local services in New York

If I could give O STARS * I would...

I purchased a lovely Alexander McQUEEN Handbag from Saks OFF 5TH online on, March 18, 2020, right before the “COVID Pandemic Lockdown”. I had the handbag delivered to my 2nd residence in Oregon. My primary residence is in Henderson, Nevada. Right before we were scheduled to travel to Oregon, the entire world went into Lockdown.

Due to health, and wellness safety concerns, I was unable to safely travel to our 2nd home in Oregon, where my handbag was delivered, until June of 2021. My husband suffers from severe respiratory conditions, and our physician advised us to avoid travel until we had both been vaccinated. I realized I was not going to see, or touch the handbag until after there was a vaccine, so I called Saks OFF 5th, and explained the situation, inquiring about there return policy during COVID, and if it would be a problem for me to return the purse when I finally actually had it in my possession. Customer Service assured me that they were accepting returns that were in un-used condition, with tags, and proof of purchase. "Like new" means unworn, undamaged, unaltered, salable and with all tickets attached.

Upon arrival in Oregon, in June of 2021, I finally physically had possession of the Alexander McQUEEN handbag that was delivered in April of 2020.

It was at this time, that I realized the handbag would not serve my needs, and was much smaller, and heavier, than demonstrated in the online photos.

When I returned to Nevada, I attempted to return the handbag to the Saks OFF 5th, LAS VEGAS NORTH, 505 S. Grand Central Pkwy, Las Vegas, NV 89106. The General Manager Adrian Noyer, @ Store # 820, examined the purse, and determined it was unused, and therefor in a returnable... "Like new”, unworn, undamaged, unaltered, salable, with all tickets, and dust bag." Adrian made several attempts to return the handbag, for an exchange to another handbag at twice the cost. He was unable to complete the transaction because the computer would not let him override the return because it was over 1 year. Adrian apologized profusely, and said he would have to call Customer Service to help override the transaction, and thereby complete the return.

The call was routed thru Africa. Adrian waited on hold for 56 minutes, before a supervisor who couldn't speak or understand English, took the call. She immediately decided that because it was over a year, she WOULD NOT, assist Adrian in processing the return. Adrian stressed the UN-USED, NEW condition of the handbag, and reminded her again that the receipt and tags were intact…SHE REFUSED TO HELP!
At this point, Adrian was aghast by her REFUSAL. She `was completely uninterested in maintaining the customer service, Adrian was obviously trained to accomplish. Adrian said he could not exchange the handbag, because he did not have the correct override code, to process the exchange for a purse more than twice the amount.

He suggested I contact the corporate office in NY, and Alexander McQUEEN in writing.

I have had a Saks Credit Card for over 38 years. I enjoyed shopping in the 5th Ave Store for many years during my time living, and working in Manhattan.

This experience, has left me with a great disappointment in the “Saks Fifth Avenue” branding, and Customer Service. As a Business owner, and consumer, it would appear to me that the Saks Brand, which spends millions of dollars yearly, on advertisement, would not want to loose a loyal customer for any reason.

During a time that our world is being so gravely affected by a disastrous pandemic, it seems that your return policy, can demonstrate a better understanding to clientele safety and well being. The entire human race is being challenged to just do better!

It was always my impression that the Saks Name has always represented that level of sophistication,...

The post on one of the earrings recently broke. I contacted Saks Fifth Avenue on December 1, 2024, to inquire about a repair or replacement under the advertised Versace warranty. Unfortunately, I was directed to contact Versace directly.

Versace, in turn, advised that they could not assist me because I did not purchase the earrings directly from their website. They claimed the warranty only applies to purchases made through Versace boutiques.

I contacted Saks Fifth Avenue again, explaining the situation and providing proof of purchase. However, Saks Fifth Avenue refused to honor the warranty because my initial report of the damage exceeded their 30-day return policy for damaged items.

This situation is deeply concerning for several reasons:

False Advertising: The Versace products on the Saks Fifth Avenue website do not contain any disclaimers stating that the manufacturer's warranty will not be honored for purchases made through Saks. This constitutes false advertising, as it misled me into believing I would receive a two-year warranty on the product. Misinformation from Staff: Saks Fifth Avenue representatives initially provided me with incorrect information, stating that they could not handle the warranty issue. This wasted my time and caused unnecessary frustration. Lack of Communication: Both Saks Fifth Avenue and Versace displayed a lack of communication and coordination regarding warranty policies for authorized retailers. The process of resolving this issue has been unnecessarily time-consuming and disrespectful. Unethical Practices: The way this situation has been handled is reminiscent of insurance company tactics of "deny, delay, and depose." It is unethical and unacceptable customer service. The companies Responses below.

"Thank you for contacting Versace.

We heartily recommend directly contacting Saks Fifth Avenue where you have purchased your article. Kindly be advised that we cannot assist with an order that was not directly placed with Versace.com.

The staff will be delighted to assist you and provide you with all the needed support. Kindly note you will need to provide your original proof of purchase.

We regret not being able to assist you further on this occasion and remain at your disposal for any further assistance.

Best regards, Jasmine Versace.com"

"Saks Response:Saks Fifth Avenue Dear

Thank you for your contacting us regarding order #315454787.

We apologize for the inconvenience with your merchandise. After reviewing the information in your email, sadly, we concluded that we are unable to accept the return of this item since the item was delivered more than 30 days ago. We are very committed to our policies and are unable to accept this return due to the time frame passed. For orders placed after February 22, 2023, damaged and defective items should be reported within 7 days from the delivery date.

If you have any questions or concerns, please contact us via chat on saks.com, SMS, or call us by phone at 1-877-551-SAKS (7257) so we can resolve the issue promptly.

Thank you for being a Saks customer.

Sincerely, Paloma Saks Customer...

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...