On May 23,2020, I ordered two pieces of Roberto Cavalli
luggage from SaksOff5th, one was 21.5 inches and the other was 28 inches.

On May 28,2020, I received the 21.5" luggage
Onn May 29,2020 I received the 28" luggage, when I opened the package, the 28" had many scratched on it, it had been used before your distribution center shipped it out to me so I decided to return both of the luggage since I wanted a set of two. Please see the shipment tracking from ShopRunner as follow:

Package #1
Order Processed: Ready for UPS
Access_timeMay 29,2020 1:40 AM
United States
Out For Delivery
Access_timeJune 5,2020 6:42 AM
Saint Clair, PA, United States
DELIVERED
Access_timeJune 5,2020 1:30 PM
POTTSVILLE, PA, US, United States
Show Tracking Details +
Delivery info:
UPS Ground
#1Z19Y89E*******341
Package #2
Shipment information sent to FedEx
Access_timeMay 24,2020 11:07 AM
On FedEx vehicle for delivery
Access_timeMay 28,2020 8:49 AM
SOUTH SAN FRANCISCO, CA
Delivered - Package delivered to recipient address - release authorized
Access_timeMay 28,2020 2:41 PM
SAN MATEO, CA

On May 29th, the same day I received the 28" luggage and found it has been damaged, I contacted SaksOff5th customer service to inform them about the damaged luggage, they said I had to return through ShopRunner so I printed out the labels and brought the two luggage to UPS for return right away, please see the tracking below:

05/29/2020 01:40:00 AM United States Order Processed: Ready for UPS
05/29/2020 10:48:00 AM South San Francisco, CA, United States Drop-Off
05/29/2020 20:45:00 PM South San Francisco, CA, United States Origin Scan
05/29/2020 22:53:00 PM South San Francisco, CA, United States Departure Scan
05/29/2020 23:34:00 PM San Pablo, CA, United States Arrival Scan
05/30/2020 00:23:00 AM San Pablo, CA, United States Departure Scan
06/04/2020 13:11:00 PM Lawnside, NJ, United States Arrival Scan
06/04/2020 20:02:00 PM Lawnside, NJ, United States Departure Scan
06/04/2020 22:07:00 PM Horsham, PA, United States Arrival Scan
06/05/2020 04:36:00 AM Horsham, PA, United States Departure Scan
06/05/2020 06:36:00 AM Saint Clair, PA, United States Arrival Scan
06/05/2020 06:42:00 AM Saint Clair, PA, United States Out For Delivery
06/05/2020 07:10:00 AM Saint Clair, PA, United States Destination Scan
06/05/2020 13:30:00 PM POTTSVILLE, PA, US, United States DELIVERED

I went out of town for two weeks, I came back home and saw the 28" Roberto Cavalli luggage has been sent back to me with a label saying "item has been used, cannot be returned". What the hell? I was the one sending it back to you because it was damaged before you sent it to me but you sent it back out to me blaming that I was the one damaged it? I contacted your customer service but they were very difficult to communicate with, they kept saying that your distribution center said they already quality checked the luggage before shipping out to me and it was perfect, what kind of quality check was that? They did not even catch the damaged merchandise before shipping out to their customer? Were they really doing their job? Or perhaps because of the pandemic, your business is not doing well so you try to scam your customer by sending them the damaged product and not allowing them to return? Your customer service promised to contact the distribution center for the investigation and will contact me back, they said they would email me of the status within 3 days but I still have not heard back from them until a week later I called them.

Customer service told me that they got a hold of the distribution center and they still said that I was the one damaged it and they offer $25 gift card, what the hell? A damaged expensive luggage for $25 gift card? What kind of luxury like you that did not take responsibility of your fault?

I emailed customer service about issue but no one got back to me, I had to call in many times and left messages then finally someone called me back, they promised to take back the return, I received an email from customer service saying "we have resolved your issues" but it was not since I still have not received me refund yet. A couple days later, I received an email from Lino asking me when would be the good time for FedEx to come and pick up the damaged luggage, I responded two times but he never responded to me. I kept calling customer service and asked for him but they kept saying that he was not in the office. I never experienced such poor customer service from SaksOff5th like I did at this time. Why didn't they allow me to return the item that has been previously damaged by someone else but they still shipped out to me? If you look at the tracking of the shipment from ShopRunner from the order and the return then you'll see I had no chance of using the luggage as I returned them immediately after I received them.

On July 27th, FedEx did come to my house to pick up the damaged luggage but 3 weeks after I still have not received my refund? I called in and was told that they are processing my refund but I still have not seen it.
Now it has been more than 3 months but I still have not received the refund from SaksOff5th, for this luggage, this is very disappointed and I called in many times to follow up, customer service representative kept saying they are processing the return but where is my money?

I am planning to send this message to your corporate office and will write a review on your products so people know how bad of customer service you have. I am a long time SaksOff5th customer but your customer service is terrible and your products are damaged but you did not take the responsibility. I will never shop at SaksOff5th again and will take legal action against you if my money is not returned.

I am attaching all the proofs for your records.

I AM LIVID! I want to just cuss the heck out of all of the workers there. I been trying to get my refund for over a month for a return. I got hung up on 10 times, on hold for hours... even speaking to the supervisor... all they do is bs, bs, bs over and over. I want my money back! They don't know what they are doing. They make empty promises. It's literally been a month and they won't process my refund even though they said they will. They even promised to call and email me back, but never did. They say anything to get you off the phone. Don't ever everrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr buy anything from them. It's from another country so they don't care or even understand good English... I hate you! Give me my money back!

I HAVE BEEN WAITING FOR MY PACKAGE FOR MONTHS. NO CONFIRMATIONSENT to my email!

AVOID SAKS ONLINE!

I like it

Good service

Over priced

Bad only bad

Love it!

Best deals, amazing quality and service.

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