Saks Fifth Avenue — Local services in Phoenix

I’m leaving this review for those going to buy their partners a gift. Please read. It may save you from making a mistake.

I was helped by an older gentleman named Dan. He helped me find a bag for my lovely partner. He took me to the Fendi shop, where another man named Dwaine helped select my gift, a Baguette Mini. I was very clear, extremely transparent: I asked about the return policy and they said it was very friendly. The older gentleman expressed all the different options of returns. He mentioned store credit, cash back, and the ability to exchange for anything in store or even online. He explained how easy it was. I told him I was only planning on buying the bag so my partner would have something to open on her birthday and that we would very likely come in to find her something perfect later. They said that was a great idea and would be no problem. She liked the bag very much, but we came back to exchange and spend more money on another bag. The same older gentleman, Dan, then examined the bag and explained that because the plastic cellophane that was on the logo was no longer on the bag, and pointed to a speck of a sparkle that could have just as likely been there when I purchased it (as we never let the bag leave our house or even more than 3 feet from the original gift box) that the bag could not be returned. He also said because the Fendi card wasn’t in the bag (it was in gift box) it was clearly “used” and could not be returned.

The bag was in perfect condition. This was clearly a bad faith return policy from a store likely struggling to keep up with sales expectations. It’s unfortunate to have this experience at Saks which usually has a much higher reputation than this bargain-shopping-esque return policy shenanigans.

My advice to you is to go to Saks to try on and see bags or clothes in person, then buy them online. The only benefit of positive customer experience is clearly not to be had here. I won’t be advising my family or peers to do their purchasing here.

The bag is pristine and they were very clearly nit picking. It was a truly grotesque effort to argue the bag being used. Unfortunate to see a legacy store turn into this money-centric impersonal buying experience. I could not recommend less. Don’t spend the money to be treated like that’s all you are. You’re more than a sale. Buying these types of items should make you feel like you’re royalty. They treated us like we were trying to return a half...

If I could give this store a 0 rating I would. I went in to return a Marchesa gown with tags still attached I'd ordered online, and was made to feel like a liar by being accused having worn it and trying to return it. In addition, I was spoken in a belittling manner and made to feel unwelcome. As a former Saks customer, I was familiar with the return policies and the employee tried to tell me otherwise as though I wasn't comprehending the writing. The sales associate and manager Lauren and Linda clearly need to be reeducated on their stores' policies and how to properly treat customers. I had intended on returning my gown and doing some shopping within the store, but after my incident Saks will not be receiving a single dime from me. In addition to this incident, I reported it to their corporate office in New York for their false accusations that I would attempt to return a gown after wearing it and indirectly calling me a liar. Only after I threatened to take action did the manager agree to return my gown, and then had the audacity to ask if I wanted a bottle of water to make my a day a bit bitter. It is unethical to treat a customer in the way in which I was treated and later compensate for it once your integrity is on the line. Furthermore, the sales associates accused me of having never bought higher end items and would need to educate myself on their return policy, when in reality, I returned my Marchesa gown purchased from them for an Herve Leger gown from Neiman Marcus. If you want to go to a store where the associates like to parade their snobbery and make you feel unwelcome as though you're a second class citizen, this is your store. A store where the employees feel their better than you, because they have the privilege of claiming Saks as their work institution. A word to the wise, other department stores are more deserving of your service. After filing the complaint with their cooperate office in New York, I had the courtesy to call Lauren, the manager and let her know that was indeed filed should any future action take place, when she had the audacity to say to me I had perceived the entire encounter wrong and was trying to play the victim role. Only when I informed her that you weren't there for the firer encounter, your employee Linda was and she refused to allow me to speak with you did Lauren apologize for...

I purchased a cologne for my boyfriend for Christmas, we returned it for a travel size ($400), I did not have the receipt on me but I did have my card, no problem.

He decided he didn’t want the cologne at all, I go to the store to return and had awful customer service and they were trying to return to a gift card even though they could see the purchase on my debit card. I said No I would prefer on my card, The manager Christine was awful, she continuously cut me off, while I was explained the situation. I finally had to ask if I could complete my sentence. She just said “I’m the manager I say no, I don’t know what they do at Nordstrom’s or Macys, but I am not going to return this item because the box was opened. The cologne was full and the store had opened it to show us the size when we purchased it, it had never even been sprayed. I did find my receipt when she told me no, and she still said no. And please. Know during this exchange I didn’t raise my voice and I was not rude.

I called my boyfriend upset by the service, he came there to speak to someone else explained the situation, two ladies agreed there was no reason to not return the cologne, they did in fact return the cologne for me.

I was most upset because I’m sure the service was due to me being dressed down and in sweats and I wasn’t dressed like I shop at Saks I prefer to be comfortable over dressing for others. I never write negative reviews but I also believe in good customer service especially if we are spending the money that we do at Saks. I am thankful for the two ladies who treated me kindly but Christine should not be in a manager role if she is going to rude to customers who aren’t dressed to the nines to come...