"There is a reason Saks is in trouble. Their customer service is the worst. I returned merchandise last Christmas and received a letter confirming the return. When i went to use it the store manager said its not valid because of no bar code. Ok, I call the 800# no less than 4 times and I was told we will mail a gift card to you and call you back... I never got the gift card or the call and when I called about it they said, sorry its been used! By who I ask...we can't tell you...can you tell me the store it was used at? no..we can only email the person who used it....how does that help me if it was stolen? I asked to speak to a supervisor...I was left on hold for 20 minutes! and then told she can't call you back for at least 2 hours...its been days...still waiting. "

"We have ordered a two pairs of bra that were on sale and we have used free shipping offer. The order was cancelled by Saks without us even being notified about this. After waiting two weeks for the order to ship, we called Saks' customer service and they told us that order was cancelled because they had limited supplies and could not fulfill the order. Indeed now their website shows a warning about limited supplies but it wasn't so when we placed the order.

They have no idea what is their inventory but they will take your order, credit card info, and your e-mail. Now we receive two spam e-mails a day from Saks. They also do not inform you when they cancel an order. Customer service did not care about anything and not even once she said "Sorry"."

"I ordered a birthday gift and just ordered standard shipping, not overnight, thinking that it would be about 5 days, the industry standard for most stores, with going to a major city, can even be three days. But it took 10 days for the package to be delivered. It went through several Fed Ex cities, finally to arrive in Houston, TX. Then transferred to the US Post Office that said it would take another two days to get out for delivery. Won't ever order another gift from Saks. Neiman Marcus has much better service and shipping. Expectations are higher for higher-end stores. But lower end do a much better job of mail order."

"At first I thought Saks has a good service since their shipping is pretty speedy, although I prefer free shipping and free return. However, after I returned the wrong item that I have received, they don't want to refund your money. They will investigate for weeks and treat you like a criminal. Spoke to four customer service and was told repeatedly they will reply within 24 hrs. and none of them has. If you email them they will reply the same thing stating they will reply within 24hrs and they won't. I am an avid online shopper and have never experience anything like this with any other online sites. When I see sale advertisement I was tempted to buy from them , but I will not buy anything from this site ever again!! They have no respect for their customers. Beware of this site they have the worst customer service!!!!! I will advise all my friends and families to stay away!!!!!"

"After ordering shoes, the size not being 7.5 which I ordered I tried returning. The Rep for 6:00pm explain that customers are responsible for 100% of return shipping cost regardless of issue with item. The worst service!!!"

"When attempting to exchange a garment for a different size, they made me buy a new one prior to refunding me, and then did not honour the exchange I am from Canada, and recently purchased a Badgley Mishka gown from Saks 5th Avenue online store in September 2014 for approximately 800$. The garment was for my mother to wear to my upcoming wedding. Upon receiving the dress, we realized we would need to exchange it for a larger size (a size 6 instead of the ordered 4). My mother literally stepped into the dress, realized she could not do it up, stepped out of it and packaged it up exactly how we received it. When we phoned to inquire about the exchange policy, they assured me it was simple and quick. They suggested I repurchase the garment in a size 6, and then would be refunded for the return once they received it. I willingly agreed to this and shipped the dress off immediately. She received the new dress in a timely manner but in the wrong colour (a mistake on their part). But we loved the dress so much she was ok with having it in black. A month passes and I realize I still have not received a credit for the original dress. So I have now payed for two dresses. Upon calling them, we received the WORST customer service. The representative proceeded to tell me that the dress was "under inspection" because they believed someone wore it. They claimed there was makeup on it, deodorant, and the tags had been re-attached. I was furious, because we were being accused of wearing a dress that a) did not actually fit her and b) we re-purchased in a different size. They said to call back in a few days and they would notify us of their decision. We called back and they refused to hear our side of the story and told us the dress had been shipped back to us and would not be refunded. I was absolutely shocked. Upon getting the dress, it was clear that it had been tampered with - but not by us. It is my believe that someone from their store either wore/tampered/ruined the dress, and they are trying to pass the blame. Regardless, it makes no sense for use to re-purchase the same dress in a different size. Absolutely NONE. Additionally, because they took so long to render a decision, we are now stuck with the second dress because it is after the 30 day return limit. I cannot believe that such a wonderful occasion and celebration has been ruined by such poor customer service and the fact that this company will not take the side of the customer. I have put a stop payment on the purchase on my credit card and have every intention of pursuing this until it is corrected. As a customer, to be accused of something that is completely false is unacceptable, and I can assure you, as a canadian customer, I will make sure to notify all international customers about your terrible return policy and unjust treatment of exchanges. This is not a small ticket item, and the time and effort it has taken on our side to address this (a mistake on your companies behalf) is completely unacceptable. You have chosen to disregard the customers words, ignored little details that clearly indicate the truth, and do not have the customers best interest at heart. An absolutely terrible experience and will never shop with this company again"

"I purchased a Salvatore belt from Saks online store. I was entitled for a free express shipping to Australia since the order satisfied the "free shipping if purchase more than $100" condition. The belt arrived this morning which is exactly one week after the payment. Super fast!! Belt came in excellent condition with dust bags, in nice packaging and professionally handled. I was very pleased with this experience. Retail price in Aus for this belt is $475 and I got it for $363.90. Hell yes, I saved more than $100 just for wearing it a week later. Couldn't be happier. "

"Poor service, and Saks seems to have very little clue about what they carry. I recently ordered a Longchamp Le Pliage Cuir bag in camel. This is the leather version of the infamous Le Pliage series - the foldable tote. I'd had other Longchamp leather (structured) bags as well as the fabric version of Le Pliage in different sizes. The leather quality of the bag sent by Saks was fine, except on the back side, the outer (leather) layer was adhered to the lining in a wrinkled manner. When I unfolded/spread it, the surface was bumpy & couldn't be flattened/smoothed.

So I contacted Saks to exchange. They were sold out of the camel color; so I requested another color in the same size. (Basically, another small Le Pliage Cuir in red.) I'd gotten promo pricing thru their Friends & Family sale; incredibly, the rep wouldn't let me exchange to the red one because both he AND his supervisor thought the red one (same price) was a different bag. This was because the photo presented on the product page was taken differently (this one was tabs down with strap hanging downward, with the red one with tabs up). Also because the "measurement is different," and Saks wrote the product titles differently (the one I ordered as "Le Pliage Cuir Handbag" vs "Le Pliage Cuir Small Top Handle Bag" for red).

To put it mildly, it was one of the most ridiculous conversations I'd had w/ a handbag retailer, as the rep had no clue as to how Le Pliage bags worked. I asked him to consult someone in the handbag department, but he wouldn't. Longchamp makes only one kind of Le Pliage Cuir in small size - Saks happened to list the red one somehow as a 14"W bag as opposed to 9 3/4", presumably measuring the top (longer) dimension (perhaps). Of course, Le Pliage bags would measure differently in width, depending on where (top vs bottom) you measure it. I even gave the rep a direct product link for small Le Pliage Cuir at the official Longchamp site. He & his supervisor insisted the two were completely different products.

Was I sent a slightly defective bag because I bought it at a discount? I'm not sure, but this experience (along with others where I was sent 3 Rebecca Minkoff bags in succession in a poor condition) left me quite disappointed in Saks' supposedly "high quality standards," especially in the leather goods department. I wouldn't order any bag from them again."

"The worst! SaksfifthAve.com has changed for the worst in the last years. They recently had an event "gift card with purchase". Lured by the offer, I bought this Prada boots for $1,400 which entitled me to a $150.00 gift card, as it was posted in their site and as it showed in my invoice and was confirmed by the sales rep. Little I knew my credit card was been charged an extra $150 in a separate transaction, to cover the gift card. This was done without my authorization, or without notifying me of that action. So they sold me the boots plus an unrequested $150 gift card. Later they cancelled my order twice telling me that the item is not available when it is still showing on line as available. So I order another size and they sent me the wrong item. Total mess! Don't shop with Saks unless you want to be terribly disappointed and overcharged!!"

"This is a very ridiculous / poor service you have in Saks.com After 8 days you come back to your customer this item is sold without notify immediately. This is unacceptable service I every seem. Extremely bad services. And just make up excuse that your customer's credit card is not working after 8 days. Which is not true, because I confirmed with my card center this item have never been in any transaction at all. What kind of service you have in your company, you are misleading your customer. Let you know I am so disappointed on your service and not acceptable."

"They have the worst customer service ever. I bought a pair of $400 shoes from them, that I wore once, and they were so uncomfortable that I fell and hurt my knee while wearing them... They told me to send the shoes back and so I did... but I didn't hear from them for a while! When I contacted them they said they will not accept the return and will be sending the shoes back to me... and they did. I complained to customer service about how they handled the whole thing and a lady called and said to send the shoes to her AGAIN, so we did! Once again, we did not hear back for two weeks so we started calling them and still didn't hear back... finally the lady emails us and says they can't accept the return... So basically, they made us send the shoes back twice and wasted our time, money and energy. I will not buy from them ever again and I will advise all my friends, family and blog followers to avoid them as well. Shame on Saks."

"I chose to shop at Saks Fifth online store because they had a sale on a messenger bag that I've wanted. I did have problem with their shopping cart as it didn't accept my Gmail email account. I called their customer service and she was more than willing to assist me to take my order over the phone. However, the total price was slightly different than the shopping cart online.

I discovered that the sales tax applied on the phone order was at 10.975% instead of 9.750% it should have applied for the county of my residence. The customer service's POS cannot adjust the sales tax accordingly, however for my troubles of ordering, she waived the shipping and handling fees. I ended up paying even less than I anticipated had the sales went through online.

"

"Bought a Juicy Couture bag when I got a Juicy Couture coupon online for 30% off. At the time, I couldn't apply the coupon code so I called their customer service to place the order. The representative was very nice but could not apply the discount code either. I should have known something was up here right away. Regardless, the customer rep was very friendly and I agreed to be charged the full amount then have the discount code applied afterwards. We parted on good terms and I give her a great review based on our transaction.

A week goes by and I don't hear from them about the discount, I have the merchandise in hand and was charged the full amount. I call in and they tell me that they cannot apply the discount since it's not an official Saks online discount.

Well then here's my question to Saks: why didn't you tell me it wasn't an official discount BEFORE I made the purchase? We made a deal based on my trust that a discount would be applied.

The end result is that I paid 30% more than I should have for my purchase. I know repeat business must not be high on their list of priorities given the flat rejections I received when asking for the promised discount. I will never shop from this retailer again and would warn anyone else against using their online purchasing system.

EDIT: After filing a BBB complaint and some back and forth with a Saks representative, they sent me a gift card for my troubles and promised to discount my next order. Because of this resolution, I am re-valuing the rating for this purchase."

"I have never experienced such bad service in my life. I live in a small ski resort with only a few shops so I regularly shop online for clothes etc. I found a dress that I liked from Saks and ordered it online. The order came back cancelled the next day because of security reasons with my credit card. It turns out that I had given my new mobile number and my bank still had my old number. I rang and got this sorted and then asked Saks to re-run the credit card. They wouldn't do it. At this point I had bought the last dress available in my size and instead of just re-trying my credit card they told me I had to wait for it to come available on-line again but weren't able to provide me with any information as to when that might happen and basically told me I had to sit by the computer and wait. So I did wait and it came on-line again. So I re-ordered it and I got a email confirming my purchase had gone through. At this point they still hadn't reversed the charges from the previous order off my credit card. Then I get an email saying that the order has been cancelled again because the merchandise isn't available. And another order straight after that to say it was been processed. Confused as to what is going on I ring up again. The people I had to talk to were always rude and unhelpful in anyway constantly saying 'they don't know'. So this time they say there is a technical error with the site and items that aren't actually available have been listed as available but can't tell me anything more than that. So now I have two charges on my credit card which days later have still not been reversed and now I have a bunch of fraudulent charges on my card. I have now had to cancel my credit card have been charged for two dresses I don't have and can't get anyone to tell me anything about what is going on. "

"Very fast processing, product shipped quickly and in good packaging. Would shop here with confidence again."