Business Profile

Department Stores

Saks Fifth Avenue

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Saks Fifth Avenue's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,386 total complaints in the last 3 years.
1,175 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I place a order only from saks off 5th they ship my items with some shipping company the delivery person left my packaged of saks at the lobby of the building were we have post signed not to leave any delivery packages on the lobby that people would steal then packaged to please go the the persona apt and right the belt instead but they just left it there someone took my packaged by the time got the notification saying my packaged was left at the lobby I ran down stair and my packaged weren’t not there someone took it and I don’t think I it’s fair they don’t want to replace it or give me a refund it wasn’t my fault I place a order they should brought it to my apt is only a 3floor and we have elevator I don’t see what was so hard now I loss my merchandise and my money
Customer Answer
Date: 12/03/2022
Better Business Bureau:

At this time, I have not been contacted by Saks Fifth Avenue regarding complaint ID ********.

Sincerely,

********************
Business Response
Date: 12/06/2022
Thank you for reaching out to us regarding complaint ID# ********, we made contact with ******************** and sent a confirmation the refund was processed back to the original form of payment. Based on this, we consider the matter resolved. Thank you.
Customer Answer
Date: 12/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *******
Initial Complaint
Date:11/02/2022
Type:Delivery Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 18, 2022 I purchased a shirt from Saks Off Fifth online and received order *********** On Friday the package was delivered to the wrong address. I received a notification on my phone saying the package was delivered. Upon checking around the porch I noticed that the package was not there. I immediately call customer service at Saks Off Fifth to notify them that I received a notification of delivery and explained that the package was not there. The customer service rep checked the system for delivery confirmation and sent me a picture via email of a front porch where the package was left. I explained to the customer service rep that the picture that was sent via email was the wrong address and not the correct porch. I asked the customer service rep if he could contact the delivery company to see if they could go pick the package up and deliver to the right address. The customer service rep said no worries I can put in a customer complaint for you and there is nothing to worry about. That has been far from the truth. I called several times about my order I sent pictures of the correct address number and the front porch. I've also spoken to a manager whose first name is Andy whose confirmed that the addresses are not the same. He assured me that he would call me back to resolve the issue, but never called me back. I tried calling him back again, but was told that he would call me back, but of course he didn't. I can send emails and pictures to confirm my complaint if needed.
Initial Complaint
Date:11/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/03/2022, I placed the order on Saks.com. The order number is ********* and the order includes 2 products: **** Radiant Creamy Concealer and *** de **** Beaute Radiant Lip Gloss. On 10/04/2022, I received the email saying *** de **** Beaute Radiant Lip Gloss was shipped and on 10/05/2022, I received another email saying **** Radiant Creamy Concealer was shipped. Then on 10/07/2022, the **** Radiant Creamy Concealer was delivered. However, the *** de **** Beaute Radiant Lip Gloss was never delivered.On 10/13/2022, I reached out to customer service for the solution. The agent told me the warehouse hadn't shipped out the product. He helped me follow up with the warehouse and promised me that the product would be shipped within 24 hours and I should be able to receive it in 1-2 days. In the meantime, he provided me 20% promo code. Around 10/18/2022, since I didn't receive the product, I reached out to the customer service again. The agent helped me look into the case and found the warehouse hadn't shipped yet. She helped me follow up again and share me the case number: *********On 10/24/2022, I still didn't receive the product. So I reached out to the customer service for the 3rd time. Not surprisingly, the warehouse hadn't shipped the product. So the agent wanted to issue the refund for me. However, I personally didn't accept the solution as this process was very suffering and depressing though the agent still issued the refund after the conversation. I purchased the product for my wife, who would travel outside the US. She really wanted to receive it before her departure. However, up till her departure, she hasn't received it.
Business Response
Date: 11/16/2022
The customer was refunded for the lip gloss as follows:

10/24/2022 a refund to the customer's Amex Card was processed for $34.44. Therefore, this matter is considered resolved.
Initial Complaint
Date:10/27/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made a purchase on Saks' website 9/29/22. 5 days later, the price of the item decreased and I requested a price adjustment. The agent processes the request and on 10/4, I received an email stating that the request was approved and the amount of the difference was refunded to be and would be received within 14 business days. I inquired after the alloted time frame and was given the run around with no resolution. It has now 18 business days and customer service indicated "The refund has not been reflected in our transactions but it has been processed as per the request. There may be a delay in this reflecting." So they admitted the refund has not been processed and they are unable to provide a time frame on when I can expect my refund and no further help was provided.
order #*********
Business Response
Date: 10/28/2022
We apologize to our customer for the inconvenience. At this time we are processing the refund for the price adjustment. Since there was a further reduction in pricing, the refund for the price difference will be $81.56 and that will be returned within 3-5 business days.
Customer Answer
Date: 11/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Issue has not been resolved. Business did not provide refund as promised in their response. The 3-5 business day time frame has passed.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************

Business Response
Date: 11/09/2022
We apologize for the inconvenience that has been caused regarding this matter. Unfortunately there may have been a system error and as a result, the refund never processed. We have sent this to our team and the adjustment of $81.56 which brings the price of the item down to $138.25. Please have the customer understand this will unfortunately take 3-5 business days to process.
Customer Answer
Date: 11/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
Date:10/27/2022
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a sunglass that was for a birthday gift worth $160. received an email that my package has been delivered, i was at home all day and no one delivered me anything. Contacted the store through live chat and was told that i will receive an email with the outcome in less than 72 hours. Received an email stating that the claim was denied and no refund will be made. It clearly appears signed by someone else thats not me! Order #*********
Customer Answer
Date: 11/22/2022
Better Business Bureau:

At this time, I have not been contacted by Saks Fifth Avenue regarding complaint ID *********

Sincerely,

****** *****
Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Saks Case #******** Order #*********. I ordered the Econylon Mini Rogue 2.0 Utility Backpack
and received what I described a dirty item that I had to clean up to use. I contacted Saks immediately to request a gesture / price adjustment and received no response. I recently contacted Ms. Andre Robins, Director of Customer Relations, and also didn't get a response. I would've expected better customer experience from Saks. I hope to get some sort of refund for this item.
Business Response
Date: 11/08/2022
We apologize to the customer for the inconvenience of having received their item in less than pristine condition. At this time, we have requested a refund for a price adjustment in the amount of $75.00. The $75.00 will be refunded within the next 3-5 business days.
Initial Complaint
Date:10/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
10/15/22
Supervisor Gustoff kept me on the phone for 1 hour , he has my complete credit card info and my complete 50$ gift card info. He refused to place the order. Asking for some fictitious number.
-the website would not accept my gift card or my 10% off birthday promo.

Gustoff deliberately wasted my time and never placed an order after receiving all of my personal information.
Business Response
Date: 10/17/2022
The customer will need to reply back with their online order number for further assistance. The customer will also need to supply the original message of what the issue was as well so we can direct this to the correct team
Initial Complaint
Date:10/17/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed Order #********* on 6/15/2022. I received this order, but none of the items fit me. So I used a stick on return label that was included with my order to return my order in the next day or so. I didn't write down a tracking number that was on the label because I thought that I didn't have to. And I just dropped off this box in an outside collection box (I think not was FedEx or UPS) and hence I have no receipt of it.
Several months went by and I haven't received my refund. I called Saks multiple time to get an update and I was told that i need to provide a tracking ID, which I didn't have for the reasons explained above. And when I asked if Saks customer service has a record of that tracking ID because Saks was the one to generate it in the first place - I was told no, we don't know anything about that tracking ID and they suggested I call FedEx to track this return package. And I said I can't call FedEx without knowing what is my tracking ID and Saks told me that they should be able to help me even without that tracking info. None of this made sense and on top of everything Saks customer service was always rude on the phone and I was hung up on on several occasions.
Can you please help me get my money back for this order that I did return immediately.
Business Response
Date: 10/31/2022
We apologize to our customer for any inconvenience this matter has caused. At this time we have requested a full refund in the amount of $332.13 for all three items in which the customer returned to our facility. The customer will need to allow 3-5 business days for processing the credit.
Customer Answer
Date: 11/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *********
Initial Complaint
Date:10/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number: ********* I ordered a set of Roller Rabbit pajamas as a gift. I wrapped them in the box they came in. When my niece opened her gift, I was mortified because the bottoms were missing. I called and customer service offered me a 20% discount on something I paid full price for and only received half. The top is no good without the matching shirts and no other solution was given an no other efforts made. I want a FULL refund OR a complete set. This item is sold as a set so it is ridiculous and unacceptable.
Business Response
Date: 10/31/2022
Our customer was extended for either a 20% discount off the purchase or to print off a return label and return the item for a full refund. We apologize that the pants to the set were not included. The customer will need to reply back with the order number to let us know which option works best for them.
Customer Answer
Date: 11/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
20% off is an insult when 50% of the item was missing!! This was a gift and in order to ship it back, I have to ask the recipient to send it back. That is not acceptable. This was a SET! I just want the remaining piece of the set. The rep yesterday told me this item is in stock so I am not sure what the problem is and why they are refusing to send me what I paid for.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

************************************************************

Business Response
Date: 11/16/2022
The customer filed a duplicate complaint for this same order. We have responded to the other complaint that the customer was refunded in full for the entire order.
Initial Complaint
Date:10/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered rubber pool slides and not even one month later the sandals are broken. I fell and was hurt because of this. I spent $375 on these and expected them to last longer. I tried chatting with their customer service representative but they were no help at all. Only offered me a 10% discount on next purchase. That is not fair. I am very unhappy with how they handled my issue. All I want is an exchange or a refund.
Business Response
Date: 10/12/2022
Unfortunately we are unable to take back the shoes because of our policy, they are worn. However, we are extending a refund in the amount of $150.00 for the damaged to the slides. That will go back to your Visa card within 3-5 business days and you can take the slides to a local shoe cobbler to see if they can repair.
Customer Answer
Date: 10/18/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ***********

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Saks Fifth Avenue is NOT a BBB Accredited Business.