Saks Fifth Avenue

Anh of Lodi, CA October 8, 2009

My husband bought me a Judith Leiber clutch (value 1395) for mother's day. Indy, the sales rep told us it was 30% off for the occasion, and the price will go back up after the weekend. In a hurry, and trusting the quality of Saks Fifth, we took the bag without checking it since our 5 month son was with us and crying. We asked Indy what the return policy was, she said just bring it back whenever. It was a collectible for me. It sat in my closet for a while. In August, I took it out to admire it, among my other collectibles, I noticed that there was a missing stone. I was disappointed and wanted to return the bag. Where was no Saks Fifth nearby (Stockton, CA). I waited until my vacation in Southern Cal. Brought the bag in to South Coast SAks, found out I couldn't return it for it had been more than 60 days. I called San Francisco store, spoke with Indy, the original sales rep. She said to bring the bag back as soon as I can, she would let me return it. She said there shouldn't be a problem because it was a collectible. I asked her if she would be sure because I live 2 hours from San Francisco. She reassured me. The following weekend, I brought the clutch to San Francisco, with my son, now 9 months. As soon as Indy saw me, she said she couldn't let me do the return because her manager was not there. She claimed she did not remember the details of the conversation and did not recall promising me about returning.

I was shocked at the way she handled it (or not honest, or did not keep her words). She obviously remembered, because as soon as I came in, she said she couldn't return the bag for me. I ended up talking to a jewelry manager, who claimed that bag also had a scratch on the metal, that it had been worn before. I had not worn the clutch. The tag was still on. I then spoke with Linda Felts, the store general supervisor. She said she could only let me return the bag for 500+ dollars (half the price I bought it at), or I could have it restoned, but the scratch could not be fixed. I did not feel it was fair because it was presented to me as a new bag, I bought it on some Mother's day deal, and now having to return it at a loss. Had I worn the bag and lost a stone, I would have accepted the repair. However, I had never worn it, so did not want to have to take a clutch that was scratched and missed a stone. They let me talk to Ms S, corporate customer service manager. Things were still not resolved. Ms S said it is up to the SF store, and the SF store said it was up to Ms S. At some point the store claimed to Ms Steiner that the clutch was not sold in the condition it was returned.

I was surprised by the way I was treated and the survice I was given by such a name. First the sales person was misinformed and was not professional enough to admit it. This resulted in me driving 2 hours with a crying baby in my car and other inconvience. I was surprised they let her represent their company. Second, they did not stand by this employee's promise, and let the customer out to hang dry. Third, they did not stand by their products. They put defected (and ?previously worn) product on a marquis glass box to sell as a new product. Did they not check the quality, or did they not know the product, or did they ignore it? Something I do not expect from a well named expensive boutique store, selling an expensive, well known, well respected, hightly sought after, reputable, line of design such as Judith Leiber. Last, they accused me of having worn the clutch, while the tag was still on. They show disrespect to their customers. The clientele they usually deal with would do such things, as to wear a bag with the tag on? Aren't they used to dealing with a classier type? Am I being discriminated for being a petite Asian woman? Or is it the economy that is hurting them so much that they want every penney I could get? I am perplexed at how they normally handle this kind of dispute. I can't imagine this is how they routinely treat their customers. I just want to be treated fairly, with respect and decency, as if I too am a valued customer.

devonte of rochester, NY July 19, 2009

i when on a trip to nyc and bought the america cup prada sneakers. When i got home i realized i was sold two left sneakers. I did not notice until i went to wear them for a graduation a month later. By this time i lost my recipt. I was told o well i have no recipt so they will not give my right shoe i am out of almost 350.00 dollars and im just a high school student who saved for months for the shoe now my money is just gone

Patricia of Irving, TX November 12, 2006

I made an appointment for the Signature Red Door Spa manicure & pedicure at Saks. When I arrived, I noticed the run down condition of the spa. Towels were old and raggedy. The manicurist had 1/2 inch artificial nails, which I am not sure meet health standards, and was not cleanly dressed. She scrapped my right foot and I asked her to stop, not noticing until later when the pain became more acute, that she had scrapped off some of the skin under my right toe. She later told me that they didn't have the parafin for the treatments so they would not charge me for the Signature treatments. The equipment was faulty for the pedicure, the treatment not to the previous Red Door experiences in Florida. The area is in dire need of refurbishing and cleaning up. I am not sure the person who administered the treatments is licensed. She said she only works there 1 day a week, Sunday. There were no other patrons in the salon.

Cheryl of Bellevue, NE October 3, 2006

I have a 250 dollar saks gift card, after going tru the entire check out process, with online operator and telephone operator, they tell me that although what I am buying is considerably less then the amount of the gift card, they still refuse to let me make a purchase without a credit card for "verification" purposes, what are they verifying? and why are they not honoring their own store gift card? Can they demand that someone give credit card information when using a gift card?

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