Saks OFF 5TH — Local services in Somerville

I had a very unpleasant experience at the Off5th in Somerville, MA store recently. I came there to exchange my item for a larger size. When I approached the counter when it was my turn I greeted the associate. I then encountered an extremely rude associate by the name of GiGi who handled my item in a disrespectful manner by tossing them into my bag like a football. When I confronted her about her attitude and the handling of my item she asked me, “How should I have handled it. I didn’t bother responding.

I decided to go to a Manager to make a complaint or at the very least speak with the district manager or call Off5th complaint phone number. I approached another associate who was on the floor. She advised tme that the assistant manager on duty was Jeanette and was behind the counter. I approached Jeanette who was handling a customer. I patiently waited until she was done.

When it was my turn. I advised that I would like to get the complaint phone number and district manager number.

She advised me that she did not have the district manager. I thought that was strange that manager did not have her district managers phone number or the 800 number for complaints. So I questioned her on why she would not have that. She advised me that she does have it and she cannot give it out. I then asked her OK do you not have it, or can you not give it out? She became rude and said both. she did not even bother asking me what was the issue or how she could help me. I would think that if you are a manager on duty and a customer has a complaint, the first thing you would want to find out is what is the problem?

This kind of behavior is unacceptable and reflects poorly on your brand. I expect better customer service from a reputable company like yours. I would appreciate it if you could address this issue promptly and ensure that your staff treats customers with the respect and professionalism...

I went in to buy a pair boots and when I went to pay for the product the information about it was all wrong. The lady took a long time to find in the system the right code for the it and she had to change all the labels and price. Even the color mentioned on the box for the shoes were wrong,not to mention the fabric of the shoes that unfortunately I didn’t care to look at before i left the store. Today I went in to return/exchange the boots because it didn’t fit and I can’t even put into words how unpleasant the customer service was. I felt extremely insulted because the first thing they said was that the boots were worn because the sole didn’t look the same(they looked like they were worn out on the streets) below is a picture of how the sole looks and you can see for yourself if it looks like it was worn. Then they saw a small tear on the back of the boots,which unfortunately I failed to see because the shoes were inside the box since Christmas Day and I didn’t care to take it out until the day I decided to return it. I totally understand the little rip at the back was my fault for not seeing and that if I had seen it before I wouldn’t even have tried to return it, But it was me and other 4/5 women that worked there arguing about the boots for around 10min before we even saw the small rip and their only argument for not accepting the product back was the SOLE until we saw the little rip. What saddens me is the lack of sympathy in their customer service and thinking they have the right to point at you and call you a dishonest person. If I could give zero stars for this...

This store is just minutes away from my work and I've been pretty happy when it opened. I've shopped here frequently, especially for shoes. I was so happy I could find what fits me! Same goes for the clothes. I'm selecting what to get pretty carefully therefore I'm OK with prices. And I'm OK with the mess in the store, I was always able to find what I need anyway. Then looks like store management changed... Store became extremely not customer oriented. I went to the store; I need to get a pair of shoes and a dress to go to a summer wedding this weekend and I was lucky to find fast what I need. Well, let's just say - I thought I was lucky. When I went to the dressing room I asked if I could take it shoes into the room, I was rudely told - no, shoes are staying here. I asked if anything could be done and that lady asked store manager to come in, which is fine, in the past I was able to arrange that I'd take pair of shoes into the fitting room to try with the clothing exactly with the store manager. He said again - shoes are staying here, it came slightly more polite than from the lady. I explain the situation and ask to help to figure out something. Reply was - NO. So, I gave him shoes, he started to tell me where I should put them, but I also put on his hand all clothing items that I was planning to try on and said - Thank you and have a great day.

I'm not asking for a very special treatment, all I'm asking is for a respect and there is none. And so - Well done mister manager! Well done! You just saved me about $600, I truly appreciate that! With such manager store...