Saks Fifth AvenueReviews 267

I have been buying from Saks online for years among other luxury retailers. Of course during the pandemic you can expect certain level of disruption in order and return process. I understand. But what I don't accept is pure incompetence and absolute disregard for the customer. I returned several items more then 1 month ago. They acknowledge my return, but just would not post credit to my account. When you call them they are performing the same routine every time, they open various investigations with no result. And you absolutely can not get to talk to someone who is in charge. I strongly suggest that unless you can take the purchase to the store, don't expect to see you credit in your account any time soon.

I purchased a dress on their site June 23rd hoping to wear it to an event 3 weeks later. The dress was still not here 1 week before. I called and they told me the dress is taking longer as it is coming from one of their stores. I continued to wait. Over a month later it still had not arrived. I called and was told my order was cancelled as it was not in stock. No one bothered to contact me. I have ordered from Saks before and the amount of time it takes for delivery is ridiculous! I can get clothing from the UK in 2-3 days. I would never order anything from here again.

I ordered moderately expensive ($2K) earrings on 6/1/20 from a Saks associate. I specifically requested a gift box with a note. I received the earrings on 6/4/20 via mail order (even though I had expected these to be sent to the local Saks store) WITHOUT gift wrapping or a note. I immediately contacted the sales who was very apologetic, but did nothing to fix the error. So, 24 days later, I had to go out and buy a gift box to deliver a beautiful anniversary gift. Saks did nothing even though it would have been so easy to send a nice give box with the short note inside directly to me during those 3.5 weeks! When I complained to the sales associate, she was very apologetic again and the store manager offered a gift card which I declined. Saks just doesn't get the fact that they are an upscale store that needs to provide first class customer service, not try to "bribe" customers to ignore the poor service. I will NEVER shop there again.

I spend a LOT of money online shopping with Saks. I had one issue, waited for customer service online for 25 minutes they answered and disconnected me. Called again, the person you are talking to does not speak English very well. Mind you, it was not an expensive item but it came defective, the earrings would not clip (hoop) and I bought it for a wedding for a specific dress. I tried to wear them but they kept on falling off. I honestly don't know if I will shop online again with them because of customer service. Now the earrings are on sale even cheaper!

So, trying to order from Saks website is a nightmare. I made 4 separate attempts to complete an order and got the same "Error with your card", using 4 different cards all verified by my bank. I called customer service each of the 4 attempts: a very polite individual from the Philippines answered after a 30 - 40 minute average hold time. As polite as the representative was, they were clueless and could not solve any problem. And my attempt to speak with a lead representation was futile. They promised someone would call me back within 48h. That was 5 days ago. I am so glad my life Is not depended on that call back. I cannot understand why Saks would be so reluctant to complete a $560 order. No wonder Niemann Marcus is in bankruptcy. It's this terrible strategy of making purchases difficult and on-shoring your back up plan.

I spent hours shopping, placing many items in basket, checked out using my Saks cc, and waited in anticipation to receive my order. SAKS CANCELLED MY ORDER! I called immediately and was told that it is merely a security check and the call center would let them know and they will contact me. Needless to say, I did not hear from Saks. I called again, receiving the same message and sent TWO emails over a 48 hour or so time frame. Each time I requested they reinstate my order. After each time I received a "thank you" with a message that I will be contacted w/in 24 hours. So, after shopping for hours, calling 2 times, and emailing 2 times, all over about 4 or 5 days, I HAVE NOT YET HEARD FROM SAKS, and NEVER RECEIVED MY ORDER! There are so many companies that NEED our business, now more than ever. SAKS DOES CARE ABOUT ME AS A CUSTOMER, and based on their action, or more importantly, their lack of action, does not need or want my business. Please know that while I do not want to disclose personal information, it would have taken 2 seconds for Saks to verify that I was indeed the customer that placed the order. I don't recall ever writing a BAD REVIEW, but do NOT WANT ANYONE TO GO THRU WHAT I DID.

The worst of the worst customer service I have ever encountered in my life!
I received an emailed saying my packaged was delivered, so I went and look, but it's nowhere to be found. So I called their customer service and was told that they will investigate where the package is that will take up to 10-14 business days! I asked what's the address they sent the product to. It's an address that doesn't even exist! After about 10 days of not hearing from them I called again and they told me to wait 4 more days as it will take 14 days and that they will email me of the status of my package. Didn't hear from them. So I decided to call after after 20 days of not hearing from them. They just told Me that they received the package back and I will have to wait for who knows how many days as they Don't know. And I was advised they can replace my order but I have to pay, then they will refund me back when the package that was sent back reach to their fulfillment. I used a gift card to purchased it that means they will refund me with gift card also. I was not gonna spend more money on them. Until now it's been almost a month I am still waiting.
I'm just not happy with the way They handle their customers. Very poor.
If I can rate them zero star I would, that's how horrible Saks Fifth customer service is

I usually write good reviews if any! But I feel an obligation to warn people about this website!

Please don't put yourself through the gruel of having to purchase an item from Saks online. The store itself is great! The items and the range they have is great. BUT! DONT be trapped. "Overnight shipping" which you supposedly pay extra for may not come for a month. You should hope that you don't need to return it. It takes them over 10 days to send an RMA to you. The customer service acts sorry without a tip = patronising. For a person who does a lot of online shopping, I have not come across a worse online clothing store. Look elsewhere... net a porter, farfetch, browns, matches,... you can get the same things but soooooo much more efficient.

Even if I find what I'm looking for at Saks and I can't find it somewhere else... I still would nt purchase from them

I recently purchased a pair of Valentino boots for $1853. 44 CAD from Saks. I attempted to make this purchase online on the Saks Canada website on three separate occasions but the website would not let me check out due to a "technical error".

The first time I was told that the currency settings on my computer were wrong and that is why I couldn't check out. This was incorrect, all my settings were configured properly, I had the CS agent walk me though it step my step. Out of frustration I decided end their conversation with their customer service and purchase the boots elsewhere. Sadly, but couldn't find them so I sadly returned to the Saks website two days later to make the purchase.

I received the same technical error upon checkout. I tried on my mobile, on a different computer and in a different browser and it still didn't work. I contacted customer service and they told me they were having server issues and to try again in an hour.

A few hours later I tried again only to get the same error. The customer service agent told me to try on a different browser, after explaining how many different ways I tried to make this purchase she finally agreed to complete my check out.

When I asked if they would wave the $25 dollar express shipping fee as a sign of good will for all my trouble they refused. On a nearly $2000 item Saks was not willing to give me free express shipping even though it took multiple conversations with their CS team and unnecessary time out of my schedule to make a purchase because their own technical issues. Worse yet, no one seemed to care how complicated this process was and it appears as though they aren't taking any steps to fix it in a reasonable amount of time.

This is not the luxury experience, this is not customer service and this is not what I would expect from Saks.

I used a foreign country credit card to pay for my products. At the beginning, they emailed me and said they need more info and I have to call their customer service. I called and they literally verified everything I filled up, it took forever and they even asked me about the specific info about my bank. They didn't tell me they would cancel my order in the phone they just said that was all they need which is abundant amount of information. Later I checked on the website they just canceled my order directly without at least letting me know through email and they changed my billing address in that order which was originally correct. The customer service woman was also kind of inpatient and rude. For a company like saks it was such a horrible experience for me. I will never shop there anymore. At the end I got my product from bergdorf Goodman and I will even get my package three days before saks' promised.

I was on the Saks website in May 2019 because they had a sale on designer bags. I then go to look at their offerings and notice that the bag I'm obsessed with (a black hardware YSL) was on sale (regular $2850, on sale for $2190 CAD). I thought WOW I can't believe my luck and went to purchase immediately. When trying to check out the price reflected in the cart was still $2850 rather than the $2190 I saw online. I went to the chat option on Saks to get some help and was greeted by a lovely sales person who ensured me that if I purchased the bag, she could adjust the price immediately after I purchased. No worries I thought, I'll do that. But, when I tried to purchase the bag the cart said sold out. The sales person said, unfortunately, there was nothing she could do about that, but I was assured that if I purchased at a later date I could still receive that price (her guarantee).

Over the next couple of weeks, I continued to check back on the site, by which time the bag had gone on pre-order. I tried numerous times to purchase it on pre-order as was still assured that I would get the sale price I'd seen previously (of which I have email proof and screenshots of chats with Saks associates). By this point, I'd spoken with multiple chat associates who assured me I would get that price once I could purchase it. I had no reason to think that their "assurance" meant nothing.

Fast forward to July 1,2019 the bag is finally back in stock and I purchase it. I immediately go to the chat to request the price change (as I'd been promised.) I was told that it would take 10-15 days to process (which was weird as a previous associate said she could change the price immediately once I purchased it.) I then follow up on day 10 as I hadn't been contacted and was told that my price adjustment had been "denied since as this is one of premium designers and these designers are excluded for adjustments." So, not only did I need to follow up with their customer service, but I also was consistently promised by different associates that this would be done. The associate told me "according to our records the request was not assured as this is one of our premium designers." However, I have email and chat proof that this was assured (and was never communicated to me that there was a possibility that it may be unassured.)

Saks, you need to honor the promises of your customer service associates as they are client-facing. I will NOT be shopping at Saks again after this long, drawn out, annoying 2-month process where I constantly had to check in. I feel lied to and I honestly think that the Saks system as a whole is terrible. If you ever see a sales price on their website, be aware that you may have to pull teeth to get it.

3 weeks ago, I made a purchase via phone at the Beverly Hills, CA location. 1st - The sales rep sent my item to the wrong address. 2nd - NO ONE, not even the store manager would help me rectify this situation (couldn't get her on the phone - I was offered her email address by everyone I spoke with in the Ladies Shoe Dept. After NO ONE (including the sales rep that took the order & store manager) didn't bother to contacted FedEx, the item was eventually returned to Saks. 3rd - I called their credit card company to dispute the charges and they were also of NO help - told me I need to wait another 2-3 weeks for them to research return before crediting my account. Saks Fifth SUCKS. After being a customer for over 10 years - I'm taking my business to Neiman's.

I have been trying for over 24 hours to speak to the security department to get the fax number for the police to use to contact them in order to release the relevant information for them to investigate a fraud on my behalf.

All three times I have waited over ten minutes to then be told someone will call me back and no one has. All I want is to speak to the security department to obtain their fax number. But no one it seems is able to help me.

My police team in the Uk is unwilling to contact them and regard this as my responsibility but I have a full time job as well. It's ridiculous how poor they are at dealing with a simple request for a fax number regarding something as important as a fraud and involving the police.

I returned items to Saks by mail in December 2018 and still have not received a refund. I have spent an inordinate amount of time on this. No less than 17 minutes on hold before a person picks up... calls lasting over 45 minutes... multiple managers saying they will research and call me back to not hear back. Emails and emails. Around and around they go. For the first month they had lost the return despite me providing the tracking ID. Then when I provided the details of who accepted the return at their warehouse dock they needed another couple of weeks to figure that out. This was in January. It's March and still nothing. Over $1,500 dollars of merchandise. How they stay in business is hard to fathom.

Ordered on 12/28, have spoken to 3 CS agents. The last time I spoke to someone was 1/14. My package has not arrived and there has been no update since the 10th. The agent is starting and investigation and the refund will take 10-14 business days to receive. Up to 3 weeks! I work for an online store and am able to open a claim and refund an order within the hour. I know $100 isn't a lot of money to them but this is terrible customer service.

Ordered items for Christmas well in advance. Was told they were on their way. They weren't. Tried to return them (as I'd bought elsewhere just in case, fortunately), and they wouldn't return. Was on hold with customer service for over an hour. They refused to return the item, but wanted to give me a gift card worth less than the item! Customer service doesn't get any worse than this. My family and I will never, ever shop at Saks Fifth Avenue again.