Saks OFF 5th
Reviews and Complaints

The worst customer service I have ever experienced.
Placed 5 orders and never get one for last 20 days. Called 3 times and neither get the items nor money back.
This company doesn't care about customers.

I never received my order from saks off 5th. The order was sent back to them, I followed the tracking number. It shows the last known address as being in Atlanta. But its been like that for the past 2 months.
Customer service is awful. I have called many times and get the same run around. Last week I did finally talk to someone who said they were going to refund me the money but I never received it and then I got a letter saying it has not been approved!. I used to work for this company too!. Its shocking and disgraceful treating customers like this!.
Order number is [protected]. Case number [protected]

An order was canceled by customer service last sunday upon my request, due to the fact that I had purchased the $267 down jacket with a 2 day delivery, and it was going to be delayed by more than a week. I was informed that I was refunded and that it would take 7-10 days.

Then yesterday, I was charged again for the item without being alerted,
Which has left me with a negative bank balance, as I used my debit card for the purchase originally, and am currently unemployed due to covid and on a tight budget.

I then asked customer service yesterday how that could have happened and if I could at least receive a discount on the amount I was re-charged yesterday and I was informed that it would not be possible.

I also received numerous emails from customer service informing me that my issue had been resolved, when it hadn't.

This is the worst customer service that I have ever experienced. I am shocked at the dismissive attitude and callousness.

I placed an order on september 29, 2020 for 5 pair of pants I only received 2 pair. after numerous phone calls for a refund (because they charged me for 5 pair) this issue has yet to be resolved. I do not understand what the problem is with them I just want my money money back. it is not right to take someone's money for items never received. when I called in august I was told it would be 7-10 business days those days passed and still no refund. the second, third and fourth call went the same way. it is almost december and i'm at my breaking point. their customer service sucks the only thing they do is lie, lie, lie! I also placed a second order a few weeks after the first order in which I ordered 2 pair of pants and I had to send them back due to sizing issues. I requested a refund and I printed out the return label. I sent them back at the same time in the same box but they only refunded one pair. I really hate this store I wish I could sue them for pain and suffering!

On the evening of 10/29/20 I placed an online order for a pair of shoes with the understanding that they were a final sale. Within 5 minutes of placing my order with PayPal, I realized that I ordered the wrong size. The site said that I had 20 minutes to cancel my order. I called within 5 minutes and received a recording that the system was being updated. I tried multiple times (to no avail) to reach them. As I was unable to do so, I called again the next morning and spoke to a customer service representative. I explained the situation and told her that I still wanted the shoes, but in the correct size (size 6 instead of 5.5) She said she could assist me by contacting the warehouse from where they were being shipped to cancel them. In turn, she would order the size 6. Further, she told me that I would receive a return label for the original order in case they were shipped.
I followed up on this today as I received a notification that the original pair is scheduled for delivery on 11/4/20. This customer service representative told me an entirely different story. She said that since they were a final sale, I would be receiving both pairs. I explained that I did not put in an order for the 2nd pair, but that the original customer service person did with the understanding that the original was cancelled at the warehouse. I requested to speak with a supervisor and was put on hold for 25 minutes. I was then told to stay by the phone and the supervisor would call me within 2 hours. Well, that did not happen either.
Can you please help me resolve this? I have never experienced something like this.
Thank you in advance for your assistance
Val Grossman

order # [protected] My name is Nancy Wolfe and you can verify by my order number. I ordered these ear rings and received them and I was shocked how I received them. I know Roberto Coin product because I have bought them from Las Vegas to Mexico to Philadelphia... I love them and I know how they should arrive. These ear rings were by no means inexpensive... they were over $2, ooo. oo. When mine arrived the came in a plastic bag and in a box with cotton. Tacky. It looked like something I bought from The Dollar General Store. No Roberto Coin packaging. These ear rings had a chain with them.. very unique.. it's a wonder it wasn't tangled. Not very tasteful and I wonder how the designer (Roberto Coin) would like how his merchandise is represented. I've gotten jewelry from Neiman Marcus and it's never arrived like this. I expect more for something in excess of $2, 000.00. You can reply to either this email (my husbands) [protected]@verizon.net or my email on file with you [protected]@gmail.com

I ordered 2 items from the store mid July - didn't fit and I decided to print a shipping label from the site early Aug. The return label (which was printed from the Saks Off 5th site and asked me to pick the items I was returning) said I had until Sept 15th to return my items. I returned them right away mid Aug and was delivered to them end of August.

I got my items back with a notification saying they couldn't accept returns beyond 30 days. When I called customer care (3 times after waiting for :30mins each time) they acknowledged that the Sept 15th date was given to me in error by the system (umm excuse me?) and that they cannot issue a refund for me. I have an email as proof with the date I was given.

I'm assuming there is likely a class action suit that could follow since I'm not sure it's not just me that was impacted by this issue. I need my refund ASAP.

I purchased a watch and saks mistakenly it was sent to the wrong address. I'm now being told that I have to wait for my order to be investigated before I get a new watch. Why do I have to wait due to a mistake on the stores end? I'm being held accountable for what they did. This is crazy all I want is my watch. They don't have to worry about me ordering from them again!

I received a hugo boss hoody with the tag ripped half way off. There is no way it happened in transit bc of how well it was folded. I also received a rex rabbit shawl scarf that had makeup stains on it. I was told to ship back the scarf which they no longer carry and they will ship me another if it does come back into stock. Sooo you want to take my money, send you the item back, not get a refund, and wait in vain on something that you no longer carry?!? Um no thank you. "ok we'll issue you a couple of gift cards that takes 24-48 hours to process". 5 days later i'm on the phone with them again explaining how I never received the gift cards to my saks account and I was it was further explained that after the 24-48 hours it takes an additional 10-14 business days to process the balance to my saks account. Yes you read that correctly 10-14 days! I had to file a complaint, wait 2 days for the complaint to process, then wait an additional 10-14 business days for gift cards because they sent me damaged items? What business on this planet would ever expect to succeed with this as a resolution. I have never been more offended by the customer service provided in which is outsourced to countries that barely speak english and don't even understand the problems I am calling about. Oh and did I mention I had to call 4 times to reach this conclusion? Oh and did I mention you can't send complaints directly via website or email? So I had to call 4 times because there is no supervisor, and I just have to keep calling back until I get someone on the phone who isn't brain dead, then wait roughly 3 weeks to have my damaged order fulfilled with gift cards, receive zero follow up no communication, and receive tons of adds about great service when there is literally zero. This company is absolutely unbelievable. I have never experienced such poor customer service in all of my 34 years and they will not be getting another dollar from me.

I have on 4 sperate occasions place orders with off 5th ave and have had my orders cancelled without reason on explanation. I have verbally contacted written and email off 5th avenue with no response. The only thing customer service can do it forward an email to tje verifications department which they have advised me they did or re submit the order which is a waste of time and has cause me to have holds on serveral of my accounts as a result. The lack of response and the fact that is is continuing to happen makes me not want to order or do business with saks again.

I am not a happy customer with Saks off Fifth and spoke to multiple customer service agents since March about an issue on multiple orders that still hasn't been refunded to me. Each time I had to wait on hold for over an hour to get an agent and called about 10 times to explain the issue with multiple orders to Saks. Each time they addressed that I would see my refund within 5-7 days and I still don't have it. I need this corrected or I'm contacting the BBB and filing a claim.

The issue once again is I have shop runner which you participate with ( Showrunner is free shipping and free returns) I've placed multiple orders with Saks off fifth and when I returned my items you charged me the $9.95. One of the orders an agent told me I was charged TWICE the $9.95. Saks is basically stealing money from me and I need this refunded immediately .

Order numbers affected by this issue:

9506334 - still owe me $9.95 for charging me for return shipping when I have shop runner

9573896- still owe me $9.95 for charging me for return shipping when I have shop runner

9763249- still owe me $9.95 for charging me for return shipping when I have shop runner

9900901- still owe me $9.95 for charging me for return shipping when I have shop runner

**Issue for the above 4 orders was resolved by [name removed](Supervisor) and he stated that i will get a gift card of $39.80 which i got in the mail however there was no pin associated to this? I tried contacting customer service, was on the phone for 3 hours wait then THEY hung up on me after putting me on hold. ALL i want from this order is the phone number to the gift card department so i can get a new gift card since mine was defective without the pin. I tried contacting phone number [protected] and couldn't get through multiple times.

now for order [protected]- Customer agent said they charged me TWICE for return shipping when i have shoprunner. Also looking for the refund on this item.

(I have ONLY received a refund of $9.95 to my PayPal on May 15th )

Still waiting for my refund of $39.73 to my original form of payment for incorrectly charging me for return shipping and for my refund of the purse i purchased and returned 3 months ago.

[name removed] stated that i should see this refund within 3-5 days and i need the update or the status on my refund?

As I stated, I'm not a happy customer and calling you on ten different occasions talking with reps that assured me that this would be resolved in the next two weeks is making me even more upset with this company. If this doesn't get resolved I will have to take further action.

[removed]

[protected]@gmail.com

Hello,
I placed an order number #[protected] on May 24th 2020. I was told my order was partially shipped (two items out of three).
On May 30th I received the package with only one item:Michael Kors Striped-Collar Polo M Amazon Green, $39.99 instead of two.
Package arrived sealed and unopened, so obviously people at warehouse did not even put the second item there. Here is the name of item that is missing: Nanette By Nanette Lepore, Floral Pleated Shirtdress 4 Pink Floral $44.99.
The third item: X by Gottex Zip-Up Abstract-Print Jacket S Grey $44.99
from my order has never been shipped to me at all.
I would like my money back for two items that never been sent to me. Or I want these items to actually be sent to me ASAP.
Here are photos as proof attached.
Regards,
Victoria

Hello I placed this order on April 5, 2020 with one of your representatives. When I received the delivery confirmation I noticed that it was going to California and a different name. I contacted off saks asap and told the representative about the delivery error. I live in Brooklyn NY. The representative tried to stop the delivery but the item was delivered to the wrong address. I called again and spoke to several representatives and supervisors. One of the supervisors assured me that I will be refund in 5 business day and I re-purchased the same item and received it. It's now 32 days and I'm still waiting for my refund. I have called numerous times since and is being assured that I will get my refund in 5 business day. After about 7 days and don't see the refund to my account I'll call again. I'm assured again that I should see my refund in 3 business days. Still no refund. I don't feel as a customer I should have to wait over 32 days, numerous phone calls to off saks and still waiting for my refund. I did everything as a customer. Can you please process my refund. I contact me with email on file.

Thanks

I purchased a designer dress on 2/10/20. It arrived on 2/13/20. It was too small and I returned it with tags attached on 2/14/20. It was returned to me with a letter saying it was unsalable, but there was no explanation no as to why. I called their customer service number and was told that it had black marks. I looked closer at the dress and saw black smudges inside the bodice. This was a dress that I tried on right after a shower, in my bare feet, on my bedroom carpet, and I had to pull It over my head to get on & off. How the hell did it get black smudges? I have never had anything returned to me before. They told me to send it back for a reinspection, which I did, and it came back to me again with the same letter. I see someone else had the very same thing, with black marks, happen to her. This "black mark" scam is an attempt to reduce their losses. In the meantime, I am out $613. I would never purchase anything from Saks Off 5th again, and I hope they go out of business. I am also complaining to the Attorney General of Virginia.

I ordered a total of four (4) Roberto Cavalli Wool-Blend Scarfs, (Nero Rosso, 2 Grigio Nero, and 1 Leopard-print (Beige), all were to measure (advertised) as 40"w and 180"L. All the scarfs I received sadly, measured 15"w and 75" long. order #'s [protected] and [protected] respectively. What a disappointment for a planned gifts. I ask how could this happen? I know you advertised different Cavalli scarfs that measured less and as far as I am concern less appealing. With that said,
The only desirable resolution is for me to receive the products (scarfs) per advertised measurements 40"w and 180" in L.

I placed an online order over the holiday period (Dec. 27th). The website experienced problems and did two things - 1) it incorrectly charged me for shipping and 2) it said my order had not been placed and I had to re-order. Immediately after I reordered, I received messages that two orders had been placed (and charged to my PayPal account). I rang them right away and they said they would cancel the 2nd order and refund my shipping charges from the original order. Well, neither happened. I received the 2nd order - which I then called and sent back (noting that they were charging me a restocking fee that also needed to be credited. Here we are - January 23rd. I have made repeated calls to the call center and am still without the refunds. Each time I ring, I have to repeat everything; I am put on hold for long periods and have been disconnected. Today I asked for a supervisor and after being told none were available, I think I just ended up with another call center rep. when I asked for a manager I received the same run around and gave up. It is unacceptale that their system errors mean money has been withdrawn from my account and I have yet to receive a refund - they are tellihg me another 15 to 30 days before I will know,

I have made the mistake of purchasing online from this scam of a company. I purchased 3 blouses and returns them in 2 separate packages a few weeks apart. Both came back with a letter saying they are not refunding and the items are not in sellable condition. One of the blouses was returned to me with black grease marks! I didn't send it out with marks! One of the blouses had makeup marks when it arrived! Bad experience and I will not buy from this company again.

Order# 9041079

I bought a winter jacket on black Friday and on cyber Monday price drop more so I decided to call customer service to see if they can price adjust it. The representative said ok and it will take 3-5 business day. I waited 5 days and nothing happened so I decided to call and they told that it will should take 10-14 days instead. I waited 14 days and call about the status of my claim. Turns out the clam was closed and denied. The reason was because I applied 2 promo codes in my order which makes no sense as a explanation; one code was for the jacket and one for the pair of shoe. Then representative says to me that she will send a priority request and it will take 3-5 days to answer. My respond was no thank you I will just return my order because of all these lies.