During Black Friday, Saks online promoted complimentary gifts as part of a beauty purchase. After placing order on 11/29, Saks immediately emailed that the purchased item was shipping but the complimentary gifts were delayed. I contacted them via chatbot on 12/14 and they said they are still checking the status. Saks finally emailed on 12/18 to state that the gifts were cancelled. I made the purchases based on the Black Friday promotion and now it's too late to purchase elsewhere with similar offers. After contacting Saks, they said there is nothing they can do. Meanwhile, their site was offering $50 Saks GC for the same purchases. When I mentioned this on the call, the rep and supervisor both stated that is not an available substitute. This is a bait and switch to get people to buy and they are not taking any accountabilities for not delivering on the promotion. And had Saks provided an update sooner, I could have made my purchases elsewhere with similar promotions but now it's too late. The only option is returning the purchases and there is 1 physical store in NJ which is inconvenient without a car. Service Value Shipping Date of experience: December 18, 2024Beware of shopping at Saks. Refunds require a 30 day waiting period from the time that Saks receives the return to date the refund is issued. I'm not aware of any major retailer who holds your money for 30 days. Service Value Shipping Returns Quality Date of experience: November 14, 2024I returned a purchase to Saks and received an email that it was received by August 6. When I called after two weeks I was told that I would not receive my money for 30 days. A new policy that wasn't on their website. Unbelievable and unconscionable! Products used:Dress Service Value Shipping Returns Quality Date of experience: August 27, 2024HORRIBLE HORRIFIC return policy. I had ordered 5 gowns (bc there are simply nothing in stores). I literally returned (4) of them the day after received. They received them. So they have the merchandise back it's already a month for the 1 dress & still NO refund. I call I chat they state 30 days. Which is ridiculous If they have merchandise and you can clearly see NEVER worn as that Robbin is attached still and obviously returned the day after received. They charge you to send back as well. So by the time you get your refund it's even costing more bc your getting finance charges on that money TOTALLY UNACCEPTABLE and NO one seems to care. Mind you this is over $ 2000.00. Never Again. ZERO customer service Date of experience: September 5, 2024ABSOLUTELY PITIFUL CUSTOMER SERVICE! I received a return confirmation email on 7/11/2024 stating it will take 10-14 business days to receive a refund on an expensive pair of shoes. 16 business days later, I reached out and they are asking for another 21 BUSINESS DAYS just to give me a refund. I WILL NEVER EVER SHOP HERE AGAIN! They are holding several hundred of my dollars, this is highly unethical and unprofessional. PITIFUL to say the very least! 0 stars! Please see attached for proof. Date of experience: August 2, 2024I am a platinum member with Saks. I will never shop at Saks again. I purchased a pair of Valentino shoes ($520) that broke the first time I wore them. I tried returning them to the store, and was told I have to send damaged items back and can't return at the store? What? I sent them back, and after 4 weeks received them back saying they would not return because they had been worn. There was no signs of wear, other than broken thong. I called, and they refused to credit my account and I was told the warehouse has the final word. What? I disputed on my credit card, and they said it was not returned within their return policy time frame. This was not a return, this is damaged merchandise. Do not ever shop at Saks online. There are plenty of other reputable stores for me to spend my money Date of experience: June 12, 2024I recently attempted to return a coat bought online for my daughter, but unfortunately, the process was far from smooth. The store warehouse rejected my return, claiming that the coat had been worn. However, they provided no details or photographic evidence to support this assertion. Despite multiple calls to Customer Service and email exchanges—including pictures I took to verify the coat's original condition—no resolution was reached. The lack of transparency in their decision-making process left me surprised and frustrated. Products used:A coat Service Value Shipping Returns Quality Date of experience: February 21, 2024I usually don't write reviews for bad purchases, but I felt compelled to share my experience with this one. I wish I could rate them as zero. I purchased a Strathberry bag on August 24,2024, which was supposed to be delivered by August 29. I was excited to receive my bag, but when it arrived on the 29th, I discovered that Saks had sent me the wrong item—a Versace robe instead of the bag I ordered. It was difficult to reach a live representative, so I resorted to using the virtual chat feature. The representative I spoke with asked me to send a picture of the incorrect item, which I did. He then offered me the option to either keep the robe for 10% of its price or return it to Saks. I requested that they send me the original item I ordered, as it was not my fault that the wrong item was sent, but the rep informed me that they only handle returns, not reorders. I also asked if they could offer a discount since I was looking forward to using the bag that weekend, but he said no. The most they could do was waive the return shipping fee (as if the mistake was mine). I returned the item on the same day I received it, August 29,2024. On September 3, I received an email from Saks stating that they had received my return and would process a refund after reviewing the package. Today, I chatted with another representative via text, only to be told that the refund could take up to 30 days. This experience has been extremely disappointing. SaksFifthAvenue has lost a customer. I've shopped with other stores that acknowledge their mistakes and make efforts to correct them, but Saks has been the worst. Be aware that if you receive the wrong item from Saks, they won't reorder the correct one for you. Instead, you'll have to go through the hassle of returning the wrong item, wait weeks for a refund, and then reorder the item yourself. I have a case # with them and I hope they see it. Case #******* Service Value Shipping Returns Quality Date of experience: September 6, 2024"I had an extremely disappointing experience with this company, which I feel compelled to share. I returned a pair of shoes over three months ago, which the company confirmed they received. However, despite multiple checks with PayPal and direct communications with the company, I have yet to receive my refund. Both entities claim that a refund was processed, but my account tells a different story. It's disheartening to see that not only am I out of pocket for the cost of the shoes, but the shoes themselves are no longer in my possession. Buyers should exercise caution when dealing with this company, as their practices have proven to be questionable in my experience." Service Value Shipping Returns Quality Date of experience: March 18, 2024DO NOT SHOP THERE! It used to be a trustworthy store/website but not anymore! I returned pants and email stated that a refund will take up to 7 days. I didn't get my money back and didn't get any response to my emails. So I chatted with representative and she told me it will take up to 14 days. 14 days passed and nothing. I chatted with another representative who told me up to 21 days. When I brought up the previous story he just repeated himself like a robot that it will take up to 21 days. The pants I've got was the last one, they put it back on their website in the same day as they got it back but didn't proceed with the refund. Service Value Shipping Returns Quality Date of experience: February 20, 2024I made a 1606.00 return to Saks through Klarna online. I purchased Christian louboutin tennis size 10 they sent 43 to big. Ordered a Cinq black jacket to small and cheap.395.00 they lost the jacket it was in box with the other items. No one can account for jacket keep saying they didn't receive some one stole that jacket at Saks they didn't scan it. The black pants cheap and to big. I paid 642.00 down payment I haven't received a refund yet. This is hiend store and high quality purchase. 1606.00 where is my refund? Where is Jacket? Shame On Saks. Some one name Emily Essner is suppose to be in charge and Mark Metrick they are rich I'm on fixed income saved to purchase these items to be cheated Shame On Saks and Klarna. Messing over disabled and elderly person. I want my refund. Tip for consumers:Yes I have been trying to correct this matter since 2/21/24. Saks keeps saying they didn’t receive jacket they did . It was in box with the other items . Can I see the video of warehouse workers scanning the items . Products used:None purchased Christian Louboutin tennis shoes and Cinq black jacket, black pants. Returned them all Value Shipping Returns Quality Date of experience: March 8, 2024They are as bad as everyone says they are. If you buy anything make sure to use a credit card so that you can file a chargeback if it's not like it's supposed to be. Good luck with these pieces of crap Tip for consumers:I can’t believe a company like saks would have such poor customer service . Truly stunning.. Products used:Gucci sunglasses until they broke after 2 weeks Service Value Shipping Returns Quality Date of experience: April 12, 2024Every single time I order from Saks recently there is a problem. From coupon codes being lies, a new cardholder offer not being given to me a second time when THEY "sold out" of a pricey purse that I attempted to purchase, canceled items in several of my orders That have "sold out," to two problems now with their Klarna service, I think I am about done. I have already been steering clear of them when they upped their free shipping threshold to $200 and on top of that charge you $9.95 per return. Talk about greed! At least give your loyal long time customers some perks around those ridiculous shipping costs. I have been shopping at Nordstrom or Bloomingdale's lately, both of which I've had ZERO problems with and they offer free shipping and returns. Saks is digging its own grave with its customers. I personally have really pulled back from shopping with them… it's not worth their hassles or constantly losing my $ when I simply want to return an item that doesn't fit! Since they closed so many stores I have to return thru a shipping service! They suck! Steer clear or you're asking for problems that you don't need. Shipping Returns Date of experience: June 15, 2024We ordered an item from the online service and they shipped it to empty house and still charged my wife card without replacing the items. They put us on hold 25-36 minutes without returning; as well as hinging up on us. I think it's unfair and not right Date of experience: October 12, 2023This has to be the worst and I got conned. I wish I had read these reviews earlier. Ordered a pair of Sam Edelman ankle boots should have known the price was too good to be true. $99. After three months no goods. Sent emails asking for tracking # I got sent one it just says ‘China Post in transit.' I haven't received any further replies to my queries. The big draw card to buyers is the free shipping. It's a load of bollocks to hook You in. Stay away from these scammers and thieves. I wrote this on January 4 2021 Date of experience: January 3, 2021I purchased a pair of shoes on monday for my birthday. I paid for 2 day shipping which would have arrived by Friday. Well I call Saks on Thursday only to find out they never shipped the shoes. Now they won't give me my money nor ship the shoes to store. Siting they can't change anything on order. But how not if it never shipped. They are a rip off please I beg y'all keep your money or go else where. They even told me they can't cancel the order after 20 minutes of being placed. This is the worst place ever Tip for consumers:Don’t shop at Saks. Take your money and you can’t even cancel an order. Products used:Shoes that I never received so far Service Value Shipping Quality Date of experience: June 23, 2022Saks sent package to different shipping address than listed. After emailing and calling they said they would open a investigation but will take 14 days for an outcome. Suggested I order again and pay again for the same product while they attempt to figure out why their system sent it to the wrong location. No assistance or problem solving on their part. Tip for consumers:Stay on top of shipping before they send it to the wrong location. Products used:did not arrive Service Value Shipping Returns Quality Date of experience: July 11, 2022I made a purchase 2/26/2022… it was marked as delivered. I NEVER received my Tory Burch purse. Contacted them and let them know. The refund was approved 03/02/2022. As of today 04/25/2022 I still haven't received my refund. I've called them weekly and continued to be told 10 business days. Ives been in the phone today on multiple calls because the call continues to "drop" over a total of THREE hours. I'm on hold now as I type for 30 mins 52 secs Date of experience: April 25, 2022Purchased a $500 Versace belt. The leather peeled terribly after about 7 wears. It's only been about 2 months and SAKS refused to acknowledge a defect with the item and did not offer any possible resolutions, not even a store credit. The manager kept quoting their 30 day policy which is for regular items that a customer wants to return, nothing to do with a defective item. Very disappointing. I'm a long term customer with and will no longer patronize SAKS. I'll take my money to any other place. There's no way, a $500 belt should peel within two months of hardly wearing the item and if it does, a customer should not be told there's nothing they could do. I even spoke to the manager of the managers. He didn't even see the belt and still made the decision to quote their 30 day policy. Tip for consumers:This was an in store purchase Products used:Belt Value Returns Quality Date of experience: June 24, 2023Awful experience. I lost 300 dollars because my parcel was delivered at the address without my presence even if when I was making a purchase it was written that signature is required for delivery. When I came next day I didn't find my shipment. I've opened a case 2 times but maximum what they gave is 20% for next purchase! After this experience I don't even want to look at this store. If you don't want to stay without product and money it's better to look at different shop. PS The access to Contact Us page from the link is denied! :) Service Value Date of experience: April 22, 2023Can not believe Saks sacks this much! Few experiences to ordering stuff in person, at the store at the store, then receiving emails saying it is delayed, then after 6 months saying that item is no longer available. Now! This time the problem is the refund for the amount of $648. Been 2 months already. I called already 10 times. They said takes 10-15 days. It has been 50 days. Still did not get my refund. Tip for consumers:Make sure you do not forget to check if you got your money back, even after 2 months Products used:Shoes Service Value Shipping Returns Quality Date of experience: January 29, 2023I wrote an earlier review about my nightmare with customer service. This time I placed an order before 12/08, hoping it MIGHT arrive before Christmas since I received a notice saying it was shipped on 12/08 and would arrive on 12/19. Checked with FedEx on 12/23 and they said they have yet to receive the package from Saks. Truly my fault for giving them a second chance. Fool me once…etc. Tip for consumers:Do not order anything that you must receive by a certain date. My previous experience with Customer Service was a nightmare Three sources gave me 3 different answers. I should never have given them a second chance. Products used:Have never received the product that they supposedly shipped on 12/08/2022. Hope to receive it next year…maybe. Service Value Shipping Returns Quality Date of experience: April 14, 2022It's a shame that a company 'sacks fifth Avenue" which is biz for over 120 years, not only send its loyal customers damaged goods but keep you on call for hours for a simple return. Also they make you return the trashy damaged good! Horrible, won't shop here EVER again Service Value Shipping Returns Quality Date of experience: August 25, 2023Just ordered a ladies velvet jacket that was valued at 588.00 on sale for 145.00 Iam so happy right now, not only arrived on promised date the fit is perfect and looks amazing on me. Will definitely buy again and tell my friends. Talking about looking fabulous to work. Products used:Jacket