We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Department Stores

Saks Fifth Avenue

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

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

Find a Location

Saks Fifth Avenue has 131 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 3,384 total complaints in the last 3 years.
    • 1,174 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2022

      Type:Product Issues
      Status:
      Answered
      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 #********* placed on June 23, 2022, Balenciaga Hourglass Metallic Leather Wallet-On-Chain , Order Total $1,585.94. DELIVERY DATE June 30, 2022. I received the bag , did not like the color ( looked gold on the website, in reality its more beige color then gold) , using the return label provided by **** took the package THE SAME day to the ***** location to ship the package back to Saks. ***** Tracking#************ the package was received and signed by Saks employee on July 2. Called on July 10 to see the status of my return. Saks rep confirmed that they received the package and will be issuing the refund within 3 days. On Aug 17, after checking my credit card statement, to my surprise, I did not see the refund was processed!!! More then 30 days past since they received the return package! I called and spend more then 1 hr on hold till I finally was able to speak to the supervisor. The supervisor did apologize for the delay of processing the refund but did not give me the reason why the refund did not processed, instead the claim # ******** was opened and I was told to wait another 21 days!!! Im very frustrated that I have to deal with this issue, i didn't do anything wrong from my part, i followed Saks return policy, im very sad that huge company like **** doesn't follow their own return policies. I don't understand why do I need to pay fee on my credit card due to not getting the refund as i was expecting. I really hope that you will be able to help me in this matter and resolve the situation with refund.

      Business Response

      Date: 08/22/2022

      We apologize to our customer for the inconvenience. At this time we have requested a manual ring for the refund be processed and credited back to the customer. The customer will need to allow 3-5 business days for processing

    • Initial Complaint

      Date:08/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 am being charged for an order from
      SAKS that never processed. Klarna will charge me but the order never went through on Saks side and they cannot fix it

      Business Response

      Date: 08/30/2022

      If the customer's order was cancelled, then the funds that we reserved for the payment have been released to the method of payment provided by the customer. The customer will have to contact Klarna for further advice.

    • Initial Complaint

      Date:08/15/2022

      Type:Billing Issues
      Status:
      Resolved
      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'm sure I called more times than this but these are the dates I have written down 07/22, 07/29, 08/01, 08/10, and 08/14 to resolve this issue. I purchased two dresses and the shortly after I realized those dresses went on sale so I requested a price adjustment. I purchased one dress for $177.75 and the other for $118.50. Both dresses were marked down to 98.75. I was promised a priced adjustment by the customer service representative. Each time I was told it would be down and it has yet to be done. I've also addressed my concerns to the manager on duty at the call center.

      Business Response

      Date: 08/25/2022

      In order for our office to further assist, the customer will need to reply back with the same explanation of the matter along with their online order number

      Customer Answer

      Date: 08/26/2022

      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:


      Order #*********

      Since Saks didn’t respond to my various inquiries   I was left with no choice but to return the items I wanted so bad   It’s been awhile, atleast several weeks and still no response  


       


       


       


       


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




      Sincerely,


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









       

      Business Response

      Date: 10/11/2022

      We understand the customer's concerns however both items from the order were returned and processed as  a refund. Store* *** Terminal: *** Transaction: ***** Date: 8/30/2022 that is the transaction for the refund which processed on 8/30/2022 for $310.76. Unfortunately we no longer have access to PayPal so the customer would have to contact PayPal provide them with the dateline above and work with them if there is still an open issue. The customer will need to close the BBB complaint as we resolved the matter from our end.

      Customer Answer

      Date: 10/14/2022

      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:08/11/2022

      Type:Product Issues
      Status:
      Resolved
      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 couple of items on 6/17/22. Order# *********. Received wrong item and promptly returned it back to Saks. Saks received the item back on 6/27/2022 and have not issued a refund for the wrong item that was shipped to me and returned. Here is the case number for this refund ********. Everytime I call, response is the same it is processing but nothing. What a scam

      Business Response

      Date: 08/15/2022

      The customer has advised that they did not receive their refund on the item that was returned as an incorrect item from the order. On 8/11/2022, the refund was processed back to the customer's Amex card. Therefore, this matter is resolved.

      Customer Answer

      Date: 08/18/2022

      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:08/09/2022

      Type:Product Issues
      Status:
      Resolved
      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 5/26/22 I ordered a ***** necklace on Saks Fifth Avenue online site. Total price $556.40 tax included. I received it on 5/28/22. After observing item having to appear (my opinion) to have been used, no tags on it, I decided I was going to return it. I immediately started process to return. I followed ALL directions and USED return label that came with package. I went to ***** that same night I received it and sent it back. It was receievd and signed for by the returns office in Laverng ******** office by a *****, 12:47 PM 6/02/22. ***** receipt #************. This also has been verified by all employees whom I've spoken to about this issue.I have yet, over 2 months failed to receive a refund. Everytime I call they say it's been approved just awaiting release from refunds ***** whom they have no number or email I can contact. I have called several times and when placed on hold it's been at least 50 min to over an hour to speak to a Supervisor who says the return has been received and approved for refund, but....no refund?? They don't have any answers and won't connect me to their boss, they say they don't have a number.....I feel I have been more than patient....please help, and I would like to make a formal complaint on their lack of urgency, customer service and quality control. Also their lack of transparency, which they don't even know what's happenning themselves....thank you very much!

      Customer Answer

      Date: 08/19/2022

      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:08/09/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      Subject: REFUND NOT RECEIVED AFTER 2 YEARS

      Order #: *********
      Order date: Dec. 1, 2020
      Total value 222.32 usd
      I have been contacting this business and filed 10 cases and every time I am promised that they will issue my APPROVED REFUND but nothing happens. The refund is for two lost items Vince Dot Jacquard Popover Silk Blouse and the Theory Silk Peplum blouse including claim Number ******** April 2 , 2021, today case # ********

      See also Cases Number: ******** case # ********, case # ********

      I know they will not refund me despite he many claims and promises they give

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Answered
      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 7/10/22 I placed an order via Klarna with this merchant ********* is the order number. They cancelled the most expensive item in this order for 636.65 and still reported the full order amount to Klarna making me pay for an item I never received this transaction has been in dispute for nearly a month with no resolve this is unfair business practices and the money needs to be refunded to the third party making me not responsible for anything but the item I received

      Business Response

      Date: 08/16/2022

      We can confirm that any monies that were held as reserved for the Versace merchandise have been fully lifted and we see no charge pending for this item from the customer's order. Therefore, they will need to partner with Klarna for further assistance if still an issue

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My wife bought me a belt as a gift, the size was too small so we returned it and asked for money back on gift card since we are going to just buy back the same belt in larger size.
      Initially return process was smooth when the gift card came, I went to buy the belt and the PIN number you scratch off was removed completely so I called them and they said they will send me a new gift card. 2 weeks go by and I call again and then I am told I need to submit picture of the damaged gift card, I do that and get a case number. I don't hear back at all another week goes by and I call and they say again they will send me another gift card. 4th call goes no where. 5th call they say they can send me an e-gift card, but then come to find out they sent me $121 dollars less that what my balance should have been. I have not gotten an answer back from Sak's at all since this issue.

      Business Response

      Date: 08/10/2022

      Should the customer still require the attention of our office with regards to this matter they are to contact this complaint back with the online order number and the same explanation of the issue so we can extend additional reviews of the matter

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Resolved
      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# *********
      Case# ********
      Date of transaction: 04/08/2022

      I ordered a pair of jeans from saks received them and returned them within the 14 day period of “free returns”. I was issued a refund for the Jeans within 14 days of purchase. The issue is there was a $9.95 cents return fee deducted from my refund which according to their policy and according to many of the representatives I’ve spoken with since then said I was incorrectly charged. I brought the issue to saks attention numerous times via numerous phone calls and each time was assured that I’d receive my refund within 7-10 business days. It is now approaching 4 months And I’ve still yet to receive my money from saks.

      Business Response

      Date: 08/10/2022

      We apologize to our customer for any inconvenience caused by this matter. The $9.95 credit will be processed within 3-7 business days back to the customer's account for this order.

      Customer Answer

      Date: 08/17/2022

      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:08/02/2022

      Type:Product Issues
      Status:
      Unanswered
      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 visited New York on vacation and visited the Saks Fifth Avenue on fifth Avenue in Manhattan on 7/3/22. Due to the fact that I was on vacation, I asked for most of the items that I purchased to be shipped to me via mail. Items worth a total of about $8000 were supposedly shipped to my home address without any required signatures. I never received any of my items despite Fedex stating that they were delivered. I’ve reached out to this Saks location and I have spoken to multiple representatives as well as the sales rep that sold me my items, Brenda and no one has been able to provide me with any solution. Brenda stated to me that her manager says that there isn’t anything that they can do and I would have to handle matters on my own. I am baffled and appalled that Saks would treat me so poorly and rob my money, as I am a frequent customer. It’s completely unfair for me to lose $8000 worth of merchandise due to the negligence of Saks. At this point, the only resolution I’m interested in, is getting my full money back. I have attached a picture of both of the receipts containing the items that were purchased in Saks store location but were shipped to my home. In which I didn’t receive not one item. I’m incredibly frustrated with this situation. It’s completely unfair to me.

      Customer Answer

      Date: 08/27/2022

      Better Business Bureau:



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



      Sincerely,



      ******* ****

    Saks Fifth Avenue is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.