Saks Fifth Avenue Opiniones 

Saks appears to be falling apart. My second to last order I was sent a damaged item and it took weeks, 8 phone calls, 25 emails to get refunded after they received the item back. They tried everything possible, to stick me with a partial store credit, then a partial refund. They refunded me in parts - 3 different separate transactions that I had to fight tooth and nail for. I made the mistake of not noticing it was Saks that I ordered from again after that. And now this order is in process indefinitely and I'm being told it cannot be canceled and there is no timeframe on when the order will be shipped. So they get your money, you get nothing and you can't resolve it. Learn from me and stay away from this company.

Absolutely appalling, state delivery 6-10 days of which you pay £12, then states processing for days before you actually get any update, yes the dress arrived - too late, then you attempt to get a return label and are met online with their license has expired and can’t get to get a return label due to Gateway 502 insecure site, customer services are not interested in customers with standard answers that are clearly copy and paste responses - please do not order from this company unless you are categorically sure you want the item, are willing to wait longer than is stated and don’t need to bother with customer service - or lack of it.

I finally got my package after a lot of hassling. I knew the reviews weren't good for this company but I took a risk and it wasn't bad but it wasn't great. My package got delayed and I had no update whatsoever when I first ordered my item, I had to contact support multiple times and also contact my bank because it seem suspicious. After my initial contact with my bank they started shipping my item and I got it today. If you are ordering from Saks just hassle them and make sure they get your item right.

I am writing to express my profound disappointment and outrage regarding a recent order placed with Saks Fifth Avenue. Despite FedEx's assertion of delivery, the package for my order was unequivocally never received by me.

Upon discovering the absence of my purchased item, I promptly initiated a claim through the Saks Fifth Avenue website. To my astonishment, this claim was summarily denied. The rationale provided was that FedEx's tracking indicated delivery, thereby absolving Saks Fifth Avenue of any further obligation.

This response is entirely unacceptable and demonstrates a blatant disregard for customer satisfaction. I have paid for a product that I do not possess, and Saks Fifth Avenue has unequivocally refused to offer any form of resolution or accept responsibility for this critical failure. I have been left without the merchandise I purchased, and my funds have effectively been forfeited. The complete unwillingness to investigate this matter further or provide any form of assistance is an egregious lapse in customer service. This experience has irrevocably eroded my trust in Saks Fifth Avenue, and I am left with the distinct impression that the company prioritizes carrier claims over customer welfare and accountability.

I ordered a fragrance online for pickup at the saks 5th ave store in NYC. The order included a fragrance and a gift with purchase, which was part of the allure of me purchasing the product. However, when I was told the order was ready for pickup, the gift wasn't included. When i inquired about it, the associate said she can't help me and that I have to call their service department since it's an online order. When i spoke to the service rep, she first told me that the gift will be shipped separately and that it's already in the warehouse, but that I can simply go upstairs to the fragrance counter in person and retrieve it and she'll cancel the online order portion. When i went upstairs, the sales associate at the fragrance counter for the brand (Dries Van Noten) was extremely rude and dismissive, wouldn't even look at me as they told they couldn't help me as soon as as I mentioned "online order" and just walked away before i could finish explaining what happened. Likely because they knew they wouldn't get commission out of it.

Afterwards I called customer service again, who bewilderingly said they actually see that an error was made on their end with the gift with purchase, but that they can't help me any longer and just closed the case. Saks basically pulled a bait and switch and would not make this right. Appalling customer service by all sides all around.

Utterly horrific aftersales service

Since SFA refused to pay for return shipping of the damaged leather bag, I forked out almost $300 to DHL the leather bag back to them. They refused to pay duties AND they gave an incomplete contact phone number. Unless you plan to keep whatever they send regardless of the condition, don't even think about buying from them; they use every possible ploy to deny responsibility and delay the return and refund process.
I have filed a complaint with the BBB, and even with that complaint, they just stall and delay.
Despicable.

I ordered miu miu hats but didn’t fit, I return back to them this week it’s been 3 weeks still don’t want to refund my money, I just received the email said take other 14 days, why they holding my money for…??? When I receive the refund I will block them email don’t want to shop with them anymore.
I order Cartier sunglasses at Bloomingdale’s just receive it 2 days ago I love it, Bloomingdale’s they have more Cartier than Saks,

You're forced now-a-days to order dresses on line because the stores are so limited. But when you order a dress on line and return it, not only does Saks (allegedly a high end store) charge you to pay the return costs they sit on your refund for excess of 7-10 days. Today is the 8th day and I still have not received a credit for my return. They are the worst store to do business with.

I paid for a pair of pants via PayPal. I returned them and it took forever to get a refund and they made excuses to continue dragging out the refund. Their website clearly states they will refund the same way you paid. They sent me a gift card in the mail. I am now disputing it with PayPal. I know they want to keep their money but it is my money and I want it back and not a gift card! Dishonest!

Don't purchase high end skincare from Saks! Lancome customer service noted that Saks Fifth Avenue is NOT an authorized 3rd party seller of their products, which means Lancome cannot provide product support or assurance. Purchasing high end skincare from Saks is equal to purchasing them from Temu... if you get issues from the product, you just suck it up and deal with it. Saks Fifth Avenue customer service communicated that they were not aware themselves that Saks is not an authorized 3rd part seller. If it is misleading to the Saks customer service, it would also be misleading to the customers that trust Saks to sell high end high quality products. Is it legal to not provide a risk disclaimer noting the product is unauthorized to be sold by Saks on the website? I was misled into believing that I'm purchasing quality-controlled high end skincare. It's dangerous when the product is a faulty skincare product that may cause health issues and be toxic to the skin with no customer support and accountability provided. Amazon, for example, has risks outlined for its 3rd party sellers on the website and has different return and warranty policies accordingly. Saks does not.
Saks implied that buying from them was a risk I should be willing to take anyway, but why would I take that risk in the future? Buying from Saks provides worse warranty, no product support, accusations I tampered with the product if I return it, and they're unauthorized, so that means they provide no quality control and only restock and ship as a middleman... there's no real selling point of taking that risk and paying the same amount for a high end consumable product. I've learned my lesson from this horror story... you're strictly worse off purchasing from Saks than the original manufacturer.
Saks does not offer warranty for damaged products past 30 days, and it doesn't make sense to open up your annual supply of skincare all at once given they expire a few months after opening.
I purchased a few bottles of high end Lancome skincare from the Saks website. The products physically looked fine, but the product turned out to be defective and stank when opened. Saks customer service told me that in order to get returns I'll need to open up every single bottle within 30 days...high end skincare is only good for a certain number of months after opening. Opening everything up upon receipt defeats the purpose of purchasing multiple bottles of high end products at once when you hope the supply will last throughout the year... after opening all these large skincare bottles immediately will cause the products to start degrading after opening.
Customer service themselves acknowledged this irony and lack of logic but cited it was policy and that all warranty is limited to 30 days once product is transferred to Saks.
You'd expect a high end 3rd party seller for a high end product perform quality control. When I checked the batch number on the product, I noticed that the expiration date was 2mos after my product receipt, and the product was manufactured 2 years prior with a 2 year expiration time...That means the product was about to expire when I received it. There was no clear expiration date labeled, so it really took a lot of tracking down codes on 3rd party sites to find the manufacturing date. Quality may be a Lancome issue, but providing customers with unexpired products is a Saks stocking issue...
Final thoughts are it is DANGEROUS to purchase consumables or skincare from Saks because they have no product assurance if any item that should not be opened immediately arrives faulty. I hope they change their policy because this lack of quality control is dangerous. I talked to 3 of their customer service agents-- they clearly followed their internal standard operating procedures and followed the script. It's not a people issue, their customer service did their jobs and followed protocol. They really tried assisting me, citing "my hands are tied" or "there's nothing else I can do"- it's a policy issue that requires changes. The warranty policy needs to address consumables such as skincare that cannot be opened immediately upon receipt or at least do an internal check that no products arrive pending immediate expiration.
The concern cited by customer service was that I might have tampered with the product or stored the product improperly during the time of purchase till a few months later. However, if they track which units they shipped out, they'll know exactly the barcode or serial number associated. They can use this serial number to find the manufacturing date and expiration, which clearly indicates the product was sent right before expiration.

My son bought an expensive perfume as a gift for mom on Mother’s Day, she received the purchase and kept it to be opened on Mother’s Day but the bottle was defective as the spray pump did not work making it impossible to be used. We contacted Saks Customer Service only to receive no help at all and mom was blamed for the defective item instead of being offered some kind of help leaving her with a $400 perfume that she wouldn’t be able to enjoy. Saks instead was happy to pocket the money. Employees weren’t helpful at all. AWFUL EXPERIENCE!

For a luxury department store, there is nothing luxurious about Saks Fifth Avenue’s customer service. I purchased a dress in April 2024 that arrived damaged. I followed their return process exactly—contacting customer service, sending photos when requested, and returning the dress multiple times using the labels they provided.

Despite this, the damaged dress was returned to me three times over nearly a year, each time with no clear explanation. When I finally got through to a supervisor, he admitted the dress had sat in their warehouse for 11 months with no communication or coordination between the warehouse and customer service teams.

After all this, Saks claimed I missed the return window and didn’t follow instructions, which is simply false—I have all the emails and call records to prove otherwise. In the end, they refused to take responsibility or issue a refund, leaving me out of pocket for a damaged $500+ item.

It’s frustrating that a company with such a reputation fails so badly in customer service and accountability. This experience has completely changed my view of Saks Fifth Avenue, and I will not be shopping there again.

I won’t be shopping with Saks again.

I find things I really want to order online but I had a terrible experience with them years ago. After reading recent reviews, I see nothing has changed. I bought two items and they did not fit. I returned them, by mail, within a day. I was refunded by a gift card instead of back to my credit card, as advertised. I made many calls about this as the gift card didn’t work after the first two calls. I was asked by one rep for my credit card number, which was fraudulently used a week or so later. I contacted my credit card company and when Saks wouldn’t respond to them, the card company refunded me. So sad because many years ago they were great.

Just an awful company. I have issues every time I order, whether it be with shipping, getting a defected item, and now getting an item that wasn't as described. In this latest incident, I had ordered a dress by Nicholas the Label. The dress arrived crammed in to a tiny box, not a great choice of packaging from a "luxury" store. I tried it on and quickly noticed it didn't have pockets. However the listing on Saks website described it as having pockets, and that was one of the main reasons I bought the dress. Immediately called customer service who had me send them multiple pictures of where the pockets should be (lol like that's something that's so easy to lie about) and then finally issued me a return label. I shipped it back right away and the dress was delivered back on May 22. Here it in June 3 and I am still waiting for my refund. A dress that was returned due to being incorrectly described on the website should be refunded IMMEDIATELY upon receipt. Furthermore, I checked and they didn't even update the description of the dress on their site, it still says the dress has pockets! What a lazy company. I don't know how they survive. I am opening s dispute against the charge for the dress on my credit card as I am simply not waiting for my refund any longer. And the overseas customer service people are of no use. All they do is read from a script. I think Saks goal is to make it so frustrating of an experience that a customer just gives up.

I purchased a pair of full-price shoes as a birthday gift. Upon delivery, the shoebox — part of the product’s presentation — was visibly damaged. While the shoes themselves were not defective, the damaged packaging made the item unpresentable as a gift. When I contacted customer support, I was told the shoebox is “free” and not considered part of the item. This rationale is both misleading and unacceptable. The shoebox is clearly part of the manufacturer’s packaging and a critical component of the product experience, particularly when the purchase is intended as a gift.

Despite explaining the issue and providing context — including that I had been away on business when the item arrived — I was told I would be responsible for the $9.95 return shipping fee. I paid full price and shipping for what should have been a premium item, and Saks has failed to meet even basic expectations for quality assurance and customer care.

The refusal to acknowledge fault or offer a resolution — even as minor as waiving the return fee — reflects a complete lack of accountability and undermines Saks’s reputation as a luxury retailer. I am extremely disappointed and will be reconsidering any future purchases.

I’m really disappointed with my experience shopping at Saks Fifth Avenue. I purchased a few expensive dresses online, and unfortunately, they didn’t fit. I returned all of them in perfect condition—exactly how I received them, unworn and with original tags. Despite this, the retailer has refused to accept one of the returns, falsely claiming the dress was used. This is simply not true.

I followed their return policy carefully and handled everything with care, so being accused of using the item is not only frustrating, but unfair. I’ve tried to resolve this with customer service, but they’ve been unhelpful and dismissive. It’s very upsetting to be treated this way as a paying customer.

I won’t be shopping here again and I urge others to be cautious, especially when it comes to returns. If something doesn’t fit, you may be stuck with it—regardless of whether you meet the return conditions.

In January, I ordered a pair of boots from the Saks website. I was sent the incorrect size and color. I called customer service, shared details and photos and was approved to return the shoes. Approximately a month later, still no refund. I emailed without response. I called and was told my return was rejected because I returned the wrong item. I explained the situation and contested the rejection. I was told I would need to wait to receive the item and then go through the contesting process. I received the boots again and contacted customer service who once again approved my return and provided a shipping label. Another month went by and I contacted customer service yet again. I was told there shouldn’t be an issue, as there was no rejection noted, but I would need to wait an additional two weeks because Saks has a 30-day review policy and an additional two weeks to get the refund. I contacted customer service again two weeks later and was told there were no new/further notes on my account to include where the merchandise was. She said she would investigate and report back. I never heard back from her but did receive another email saying the return was rejected. I followed up again with customer service who said they don’t know why the warehouse is rejecting it and don’t know where the merchandise is, as they have no tracking on it beyond it being received by the warehouse from me back in March. I am 4+ months into this process with no merchandise and no refund. The boots I received vs the boots I ordered are both listed as available on the website and are the same MSRP so there’s absolutely no benefit to me as the consumer to have started this return process other than to fix the issue Saks created. I have proactively contacted Saks numerous times with either a lack of response or unhelpful/incomplete response in return. I’ve been a cardholder for nearly 20 years. I will never shop there again. This experience has made me completely lose trust in the company/brand. Thieves. I’ve filed a complaint with the BBB and will be warning other customers on any review site I can until there is some resolution.

I have been a card member for over 40 years - platinum member for almost 20 years - and now its almost 6 months - they promised to send a gift card that hasn't worked for almost 6 months - still have not received - In addition - I sent a return almost 6 weeks ago - still no refund - this is not a luxury store - JCPenny - Macy's treat clients better - beyond DISGUSTED

So after months of dealing with this dishonest company to receive a refund for an item that was sent to me damaged, I finally get notified that I’m receiving a refund that would be sent to my financial institution. BUT the refund is in the form of a Saks gift card!! They are claiming that my original form of payment could not be accessed. This company is unethical and they are liars.

Avoid online shopping at Saks! I ordered new clothing online and paid full price, totaling hundreds of dollars. They sent me a box of used/returned items and the box itself was labeled from the return warehouse. I sent it back immediately with disgust and disappointment. Then they charge me additional $9.95 to return their bait and switch junk? They need to be called out. They are crooks.