Saks Off 5th

I ordered a sterling silver necklace with a Star of David pendant, and instead of sending the necklace and pendant that I had ordered, they sent me a CHEAP beaded bracelet! I went to submit a request for a return and a refund, and it stated that I can drive to the store and return it without shipping charges (store is about 40 minutes away... and CLOSED during the quarantine!), or I can pay a $10 shipping fee to return an item that I never ordered! I called customer service (after waiting on hold for an extended period of time), and the rep processed the return for me and waived the return shipping. At that point, I still wanted the jewelry so the rep placed the order again for me (had to charge my credit card again). I got the shipment yesterday, and IT WAS THE SAME CHEAP BEADED BRACELET THAT THEY HAD SENT THE FIRST TIME! At this point I was furious and wanted to just return the item and not purchase anything from them again. So, I called customer service again, this time, waiting on hold for 28 minutes and 54 seconds until I spoke with a customer service rep who could process my refund and waive the return shipping. I expressed my deep frustration with Saks and not once did I get an apology for the terrible service and the time I wasted for their mistakes! Never again!

I am so furious with saks off 5th! I placed an order on Dec 22 and received my package today (Dec 27). I spent almost $300 dollars for a14k yellow gold chain link bracelet as a present to my sister in law for her birthday coming up in the middle of January. I opened the package only to find a saks gift box and an empty dustbag inside the box! I immediately contacted customer service and told them what had happened. They asked me if the package was sealed and I said yes but the box inside the package was empty. She told me that she was going to file a claim which can take anywhere between 3-10 business days for someone to contact me and if "approved," it will take another 10-17 days for a refund. I asked customer service if they are just able to replace the item which she completely ignored. Not even a few hours later, I received an email stating that my claim was denied. Livid, I contacted customer service yet again and they said that their guidelines do not allow for a refund. I asked what their guidelines were and they completely ignored me. Their response was that because the package was delivered with proof of delivery that they cannot refund me. Again I stated to them that yes, it was delivered (in a timely manner surprisingly), but the contents of the package were completely empty and that I wanted them to investigate this further. Again I was ignored and the customer service rep ended the conversation. Honestly, this is complete and utter THEFT! Not only did they take my money, send me an empty package, they are also refusing to make it right by replacing the item or refunding me. Because of this, they have lost a long time customer. I will no longer be shopping here after this incident. They steal customers money in hopes that it doesn't get reported. This isn't the first time they have done something shady. Last time they double charged my credit card for the exact same amount on different days! It was like pulling teeth to get my money back. I actually had to go through my issuing bank to get it resolved and get my money back. Shame on Saks and their undeniably sketchy ways. They are crooks and thieves who just take your money without sending you the items you paid for!

Wonderful clothes at good prices. Customer service is very helpful! Easy to navigate site. Use this site as much as I can!

Looking for that perfect little dress for a night out on town? Saks OFF 5 will be the right fit for you.

Lost the package, chat at online, customer service never answering. The worse company….terrible service

CUSTOMER SERVICE SUCKS! Total BS the store is... will never shop there AGAIN. And ONLY negative feedback will they get. Will WARN my friends NEVER GO!

Be careful. I would suggest staying away anything is called " the final sale items", or you want to pay for garbage.

Did not receive product (womens gloves). Called every week for three weeks and still no refund. Terrible company.

I placed an order for a pair of shoes $400+. After ten (10) days I still have not received my order.

Wont be returning for 2 weeks of late shipping,,,, worst company ever,,, i would never ever purchase from here ever again.

They sold me a worn and used dress, and won't accept the return. All they could say is that they're sorry.

Highly recommended as a #1 fashion designer retailer with excellent service and garments are packed perfectly with excellent shipping fees.

I wouldn't never purchase anything from them online. The online customer service is sucks and pathetic

Don't buy never online from this store. I never received the order and I have to call several times to get my refund. The worst customer service

Really nothing to complain about! Good store with original models and bright styles. Recommend for sure

I was able to buy genuine luxury goods from the store, attendants are very friendly. Highly recommended!

Timely responses, good quality products, quick shipping and professional approach. Would recommend to all my friends.

Dressing room dirty. Staff stands around on cellphones. Very poor customer service at this location. Not impressed. Need better management.

Awful customer service. Sent them few messages regarding return and no respond. I won't recommend to have any business with these people.

Not good costumer service. Tried to return sandal that were damaged and I just recently purchased slides and they would not let me return them.

I ordered from your store on July 14,2023 (*******) and it was supposed to be delivered on July 21,2023. Of course that didn't happen nor did the tracking system update with new information. On July 24,2023 I received an email from Off Saks 5th stating the package had been delivered. I looked all over and even went to the mailbox looking for this package and of course it wasn't there. Surprised, nope!
I immediately contacted Off Saks 5th to report the problem. I was told they had to reach out to the carrier to find out what was going on. The next day the rep from Off Saks 5th advised me that the carrier stated they still had the package in their possession and it would not be delivered because it was deemed by them as damaged.
I requested a refund of my money since I wasn't going to get my package and here is where the BS and very painful lack of customer service starts. I was told that Saks needed to submit a claim in order to have my money refunded. What in the HE** do I care about what happens outside of me getting my money back. I was also told that the process would take 3-10 business days for the investigation (which was already completed and documented) and 3-5 business days for a refund.
The customer services agent Kori reached out to the carrier and was told that the package was damaged and is not able to be delivered and will be returned back to Off Saks 5th. I am confused as to why I am being inconvenienced when it comes to getting my money back. You have tied the hands of your management to make the customer whole and forced them to deal with anger and frustration of the customer when most things can be easily resolved like my case. Open and shut because you have documentation/emails that the carrier still has the package. Unfortunately, this process has been very painful and has turned me off from ever shopping Off Saks 5th again.
I am a very lucrative shopper and I will take my money elsewhere so that I don't have to deal with your archaic refund policies.
Very disappointed and frustrated customer.

I'm having the same problem as everyone else reviewing AirTerra here. First of all, I order a lot online and I had literally never hear of this company before placing my order with Saks Off 5TH. I received the initial notification that my package had been shipped and that it was received by AirTerra 11/20 and that it was Hazelton, PA. Although the delivery date Saks Off 5TH gave was 11/23 the AirTerra notification said 'Delivery date information will be available once details are provided by the carrier.' This was the absolute last I heard from them. I gave them the benefit of the doubt that perhaps the holiday was affecting delivery so I waited a few days before contacting Saks Off 5TH's customer support where I was told to wait a few days to see if it was delivered, and if not to call back and they would initiate an 'aggressive search' for my package. When I called Saks again today they tell me that my package was never picked up by the carrier. I asked them what that means exactly and the answer was very vague. The representative tells me I can reorder the item if I want but that the package in question won't be delivered. After I inform him that my size shows as sold out, and that at this time I find their delivery partner to be very sus, the Sak Off 5TH representative tells me that the delivery issue has to go through an investigation that can take up to 10 business days before a refund issued and after that my refund reimbursement can take up to 18 business days! In what world is this acceptable? Beware!

Ps...no way to contact AirTerra. I filled out the discrepancy form several days ago and have heard nothing back

Ordered an expensive coat online and was sent the wrong item. Called customer support as the item was sold out online and was told it was available in the New York store (which I don't live anywhere near). I called New York and was in the phone for an hour just to have them tell me that they didn't have the coat, but that I could return the wrong one in my nearest store. Drove to the Leesburg location to be told that I couldn't return it there since the store was closing permanently but that I could return it at the fairfax location. Drove to fairfax (an hour away) only to be told that I couldn't return the item there because they don't sell that coat in the fairfax store. While there I asked the manager to see a ring in the jewelry cabinet and he said he would be right back... 20
MINUTES LATER I left and still had not seen the ring I asked about as the manager never came back. I called customer support again to complain and was told a locator order could be placed to see if any stores had the coat and I would hear back within 7 days... no response. Followed up win an additional email to customer support and never heard back. Just received an email that the coat I returned had been received, but that I would be charged return shipping costs and that my refund amount wouldn't include the tax I had paid. Absolutely outrageous experience. I WILL NEVER SHOP AT SAKS OFF FIFTH AGAIN. Buyers beware.