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

3,382 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:10/07/2022
Type:Billing 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.
On September 22, 2022 I placed an order for a dress from Saks Fifth Avenue for the amount of $228.18 the order number was #*********.
When the dress arrived, it was missing the belt (it also had a tear but I didn't even bother to bring that up, I just wanted the missing item.) I emailed Saks customer service and they told me to return the dress. I called them and told them I do not want to return it, I want them to send the missing item. They said they will try and find it, if they can't they will issue a partial refund. I have not heard back from them, this was almost a week ago. This is the second negative experience I had with them this month. I ordered another dress last month on August 15 ,2022 order number ********* and received the wrong item. Saks told me to return the dress instead of making it right. Bad experience after bad experience. Horrible customer service.
Business Response
Date: 10/10/2022
We can confirm that on 10/6 our distribution center shipped the missing belt to the customer. This matter is resolved.
Customer Answer
Date: 10/13/2022
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:10/04/2022
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.
I purchased four bottles of cologne, I was sent two bottles of cologne and two travel size items, charging me full price. I called to report this issue, I spoke with management. I was told by this manger she would send me a return kit via email, please send the items back, I did via Fedex. This Manager told me she would send me an apeasement gift card, the gift cards never sent. I called and was told someone cancel the gift card stating I did not take pictures of the items, I was never told to take pictures of the item. I spend a lot of money with Saks for many decades, I find this effort to make them be honorable outrageous to say this least. If Saks does not be a company of honor I will NEVER purchase anything from Saks again.
Business Response
Date: 10/04/2022
Should the customer still require the attention of Saks regarding this matter, they are to reply back to the complaint with their online order number and the same message so we can further assist
Customer Answer
Date: 10/06/2022
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]

The Order Number is *********

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

Sincerely,

***** ******

Business Response
Date: 11/01/2022
We apologize to our customer for any inconvenience this matter has caused. Based on the information gathered from this order and for this issue, we feel that $75.00 is a fair accommodation extended to the customer and we are unable to send another gift card for a higher amount. We consider the matter to be resolved.
Customer Answer
Date: 11/03/2022
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]

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

Sincerely,

***** ******
Initial Complaint
Date:10/04/2022
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.
Purchased products online total 247.66. The company authorized 247.66 at the time. Following morning 235.?4& 12.?? Was debited (totaling abt 500 taken from my account) I called customer service and was told this is how it works. I order all the time and usually payment comes from the initial authorization. This is saying I have to have double the money in my account to make a purchase? Something is weird abt this practice and people should be told their account will overdraft if making a purchase.please help me understand.
Business Response
Date: 10/19/2022
We unfortunately are unable to see any transactions from the customer without them providing additional information so we can further assist. We will need their online order number and then we can review our charges to determine if these amounts are just holds or actual charges.
Initial Complaint
Date:10/03/2022
Type:Delivery Issues
Status:
UnresolvedMore 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 an online order with Saks for 21 items (ORDER #*********) for a total of $8,4443.74. The items were shipped via Fed ex in two separate packages. Package 1 (tracking #************) had 1 item( Andy and Evan Little boys 2 piece $60.00) and was received.

Package 2 had the 20 other items (tracking #************) was LOST by FEDEX and I NEVER RECEIVED the 20 items. I called FEDEX who stated that the shipper (SAKS) had to claim the package loss and that I would have to calls SAKS. I have made several calls to SAKS in order to have my money refunded. They gave a partial refund in the amount of $ 4,071.51 on June 26,2022 and another partial refund in the amount of $2,918.85 on July 19,2022. There is still an outstanding amount of $1,441.51 that has not been refunded.

Every time I call I keep getting routed to a new representative and keep getting told because of the number of items lost or how another supervisor processed the refund that there is a hold up. I was told by one representative that one of the refunds was incorrectly processed as a return (which is impossible because I never received items to return). Therefore the refund was being sent to the audit department.

I keep getting told it will be taken care of but now it is at the point where I can no longer dispute it with my credit card because SAKS keeps lying to me about processing the refund. These are all internal issues that need to be resolved by SAKS themselves and I would like to have my refund of $1,441.51 for merchandise that I never received.
Business Response
Date: 10/05/2022
We understand the customer's concerns and apologize for the inconvenience. The package was released by our distribution center however it was lost in transit by FedEx. As a result of this unfortunate situation, we have requested that you be fully refunded for all the items that were lost in the shipment.
Customer Answer
Date: 10/12/2022
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:

[While I appreciate that a request has been put in, I do not see how this is different than previous phone calls when I have been told this several times and no action has been taken. I am wondering if there is a reference number regarding the refund with my credit card or any documentation showing that the remaining amount has been refunded. ]

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

Sincerely,

********* **
Initial Complaint
Date:09/26/2022
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 purchased sunglasses from Saks Fifth Avenue for $399.69 on September 03, 2022. On September 10, 2022 I received an email with the subject "Treat yourself to 15% off your purchase". I verified that the sunglasses that I had purchased on September 03, 2022 did qualify for the 15% reduction. I also verified Saks Fifth Avenue's Price Adjustment policy and I was eligible to receive 15% off. I phoned Saks Fifth Avenue and gave the representative the code from my email and he confirmed that the sunglasses were eligible to receive 15% off. The Saks representative gave me a case number of ******** for a price adjustment of $54.75. On September 21, 2022 I was reviewing my credit card statement and did not see the credit. I phoned Saks Fifth Avenue and was told that the price adjustment had been declined. Per Saks Fifth Avenue's Price Adjustment policy I made a timely claim within 7 days of my purchase to receive 15% off my order placed on September 03, 2022. I'm requesting that Saks Fifth Avenue promptly credit the payment method used to make the purchase in the amount of $54.75.

Order Number: 298144342
Business Response
Date: 10/05/2022
We are very sorry to hear that the customer has experienced an issue while trying to get her price adjusted. At this time, we have requested the 15% adjustment to be credited back to the customer. The processing time is 3-5 business days
Customer Answer
Date: 10/10/2022
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]
I was told several days ago that the adjustment was being requested. This does not mean that it was approved. I will accept the business's response when I receive the adjustment or a message stating that adjustment has been approved.

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

Sincerely,

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

Business Response
Date: 11/15/2022
We apologize to our customer for the inconvenience. Apparently although the request was placed on 10/19 to refund the customer for the price adjustment, our system encountered a system glitch and the refund was never processed. We have sent the request back over today, 11/15 and the customer should see the refund within 3-5 business days.
Customer Answer
Date: 11/18/2022
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,

***********************
Initial Complaint
Date:09/23/2022
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.
Ordered a dress from them and what I got was noticeably lower quality than pictures+listed price. It has loose threads everywhere and rips on the bottom of the dress. Looked like a knock off. I returned it and they told me two times I wouldnt be charged for shipping, and they still did. I contacted them and they said theyd refund the shipping. Still haven't. I paid 20$ to get a knock off dress.
#*********
Business Response
Date: 11/07/2022
Thank you for reaching out to us regarding complaint ID# ********, we made contact with ************************* and sent a confirmation the shipping fee refunds were processed back to the original form of payment. Based on this, we consider the matter resolved. Thank you.
Initial Complaint
Date:09/21/2022
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.
Order 296069783 for $168.93 on 6/30/2022.

I purchased shoes from ******************* on 6/30/2022 with estimated ship date early July which was then updated to late-July, then mid-August, then cancelled by Saks on 9/15/2022 due to claim of lack of inventory. In the past couple months, I reached out to customer service via online chat 2 times and was reassured the item would ship and I would be notified as soon as it would ship. I was informed by customer service that Saks was expecting to receive the item to its warehouse since it was a pre-ordered item. I also reached out to customer service via online portal on 9/16/2022 with a generic and unsatisfactory response on 9/18/2022 informing me I could join a waitlist if the product was re-stocked, which would be at full price $425. Given that Saks offered this item for purchase to me, subsequently strung me along for months while failing to fulfill the order, and then abruptly cancelling the order, I do not think a refund was a sufficient response. Saks shoud fulfill the order, offer a comparable item (different color of the item) without additional cost, or provide compensation by other means for time spent pursuing this matter for the past ~2.5 months.
Business Response
Date: 10/05/2022
We understand the customer's concerns and are very sorry to hear that the customer's order had been cancelled. If the customer is able to locate the item again and re-purchases, they will need to refer back to the order number that was cancelled and we can extend a 20% discount towards the new purchase
Customer Answer
Date: 10/07/2022
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 it does not adresss the issue or provide a comparable discount to the original purchase.

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

Sincerely,

****** *****

Business Response
Date: 10/24/2022
Unfortunately we will not be able to extend a 60% off the customer's next purchase. Our best and final offer will be for 40% off. If the customer chooses to accept this and places a new order, they can contact our corporate relations manager ********************** with their new order # and the order # for the cancelled merchandise and we can issue a refund on the back end once the new order is placed.
Customer Answer
Date: 10/31/2022
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:09/20/2022
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.
I purchased two boxes of cookies from ******************************** on September 9th, 2022 and got the package one week after that. Upon opening the package, I found both of the cookies expired. One of them expired in July and the other expired in August. I paid $62 dollars for them and the online order number is #*********. I contacted the customer service from Saks Fifth Avenue but they refused to refund or get a replacement for me. They only offered me a one time 10% off coupon which expires in 7 days. I personally can’t accept this resolution and I don’t think this is the right way for such a large company to deal with it. Please advise how I can get my money back for purchasing those garbage and how to make them feel sorry about selling expired food. Much appreciated!
Business Response
Date: 10/05/2022
The customer was refunded on 9/25 in the amount of $62.00. This matter is resolved. The customer will need to close it with the BBB
Initial Complaint
Date:09/20/2022
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.
Date of transaction ********************* paid to Saks Fifth Avenue: ******** Order number ********* CASE ******** Facts: I ordered two Prada loafers both the same model/color, two different sizes- I did not know my size in this particular shoe. **** sent me two different loafers only one of which being the correct one I ordered, the other - clearly different, toe is pointed, completely different silhouette. I immediately sent back the item that was wrong selecting the reason that "wrong item was sent."No update from Saks. I received the item back on my doorstep on the 14th business day when I was expected to receive a refund for. I have reached out to Saks on countless times regarding this order. I reached out to customer service, sent photos, explained in depth. I was provided with ***** picking up the package from my house and returning it for a second time to Saks. I heard nothing. Today I received my package of those incorrect loafers on my doorstep again. Slapped in the face again with a notice with the box checked "We have confirmed that the item is not authentic." I immediately get on the phone with ****, ask to speak to a supervisor, I spoke to for 1 hour. The Supervisor "**" told me that they could not do anything because their distribution center deemed the item to be inauthentic and the distribution center is the one that views the item - not customer service. I asked supervisor what else could be done - they said the only option was to contact corporate and they provided me with the email, which I emailed today. There was no other person I could talk to about this situation. It has been hours and days of my life spent on this situation. **** is trying to blame me for their mistake. I asked if they could see whom actually sent out this package because it could be a breech in their security, how could they not inspect a designer item prior to sending it to the customer? I am now, PER SAKS, at fault for this and it is utterly unacceptable.
Business Response
Date: 09/20/2022
The customer ordered two of the same pair of shoes in different sizes. We have confirmed with our returns specialist to have been received however, the d UPC ************* based on their inspection, deemed that this is a fraudulent pair of shoes and we do not sell them at Saks. Therefore, the distribution center reshipped them back to our facility and no refund will be provided for that pair. However the remaining pair was refunded for the return.
Customer Answer
Date: 09/22/2022
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]
**** sent the EXACT shoes as pictured they failed to answer my question when asked who inspected the lackage when it was shipped out - telling me they could not get that information. **** sent me fake loafers and I REFUSE to be put at fault for it it is utterly despicable and Saks needs to be held accountable. How can a store sell fakes and not even inspect them prior to leaving distribution center? How can they not know who was responsible for sending these specific shoes from warehouse - there needs to be a root cause analysis. Saks is a fraud a fake and a pathetic business

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

Sincerely,

***********************
Initial Complaint
Date:09/16/2022
Type:Product 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 08/25/2022, I purchased a THEIA Bria Cape Wrap Dress that was listed at $172.36. I live in the state of Pennsylvania. PA does not assess sales tax on clothing. But Saks charged me $10.35 sales tax on the dress. So I paid a total of $182.71 for the dress.

I assumed they'd refund that amount at some point as it shouldn't have been assessed because I live in PA.

I did not receive a refund of that tax amount. I contacted SAKS Customer Support explaining that I was charged sales tax on the dress and shouldn't have been because of where I reside.

Here is their response:
"Dear Diana,

Thank you for your inquiry regarding order #*********.

I understand that this is with regard to sales tax. We charge tax for all customers, except customers who have tax exception document. Please accept our sincere apologies for any confusion.

Thank you for being a Saks customer.

Sincerely,
Hadebe
Saks Customer Service"

I'm reporting Saks Fifth Avenue to the BBB as that is poor business practice AND should be unlawful if it isn't already.

Specific Order Info:

Order Number
*********

Placed On
Aug 25, 2022

Order Summary
Subtotal $172.36
Shipping FREE
Total Before Tax $172.36
Tax $10.35
TOTAL $182.71

Attached is a pdf of the email I received from SAKS confirming my order.

I am seeking a refund in the amount of $10.35.
Customer Answer
Date: 10/12/2022
Better Business Bureau:

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

Sincerely,

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

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Saks Fifth Avenue is NOT a BBB Accredited Business.