Why I won't recommend shopping at Saks.com

Hi all --

Just a few words of warning about Saks.com as I 'tis almost the season for big sales, filling wardrobe holes, etc. At this point I can say I will never shop there again.

[Trying to keep keep perspective despite elevated frustration level as this is a first-world problem!]

So several months ago I ordered a dress from Saks.com. It was a contender for the big fancy wedding I went to and while I ruled it out for that, I was still debating its usefulness so kept it in my closet (protected, tags-on etc).

In choosing not to return within 30 days, I accepted the risk that the price would drop. Had it dropped, I would have left it at one of several higher-end consignment places or kept.

Immediately before returning, I contacted their Customer Service. I confirmed that, per my receipt, it was still eligible for return despite being over 30 days and still eligible for a full refund as the online price THAT DAY was my original price.

Slow-forward a month or so, when the credit finally shows up on my credit card statement -- at $75 less than I paid. Yes, in the gap between mailing it using their trackable address label and their systems doing their thing, the price apparently dropped. [Note I am expected to take their word for this, as I stopped looking at the dress after I mailed it.]

Cue my attempt, via chat, to resolve in my favor, including asking to be sent up the chain. Lots of foot-dragging on that and "my manager says [you got what you're gonna get."] *

Admittedly my expectations may be colored by many, many positive CS experiences with Nordstrom and other vendors. But am I unreasonable for thinking the day a customer initiates a trackable return is when the price should be "matched?" Had I returned to a store (not possible in my case) the day I mailed the dress it would be a non-issue.

Bottom line, which I said to the CS rep, is that I couldn't believe Saks(.com) was willing to lose a customer over a $75 issue. There are SO MANY other places to online shop, and going forward I will use them.

With prices fluctuating rather wildly at this time of year,
be careful out there.

On a semi-related note:

I chose Saks.com as the vendor for my "replacement party dress" before all this went down. Am now pissed I gave them (more of) my money. Am tempted to return the dress on principle, but given their policies I'd probably end up in the same leaky boat!

*[I asked for a higher-level person to contact me but whatever, they couldn't get to it within 24 hours, the holidays are here, and I wanted to warn you guys.]

12 years ago

Angie

(website)

Fashion Stylist

It's very easy to get used to the extremely good customer service of Nordstrom, Zappos and Amazon. Other stores aren't as lenient and reliable with "refunding" unfortunately, especially when you speak to a different customer service rep each time. Hard luck, Vix.

annagybe

Veteran

Have you tried calling them? Once with Neiman Marcus, I asked for a price adjustment through online chat and they said no. So I called and the rep on the phone did do a price adjustment.

Vix

Thanks, Angie. I'm at least thankful I did NOT chose Saks.com for my big winter coat purchase (they were a contender).

My experience includes retail, CS-centric industries, and marketing/branding and it flat-out *floors* me that in this day/age there are large companies that don't seem to understand how to build brand loyalty.

I should end this on a positive note by saying I once returned an Amazon purchase and had my refund processed the next day! Not just a "we got your package" note, but the actual refund in play.

ETA Anna --

I haven't tried calling yet, am super-busy with work and holiday prep stuff but it's on my list. I also want to feel a little less aggro about them. Glad to hear about your experience getting somewhere with NM via phone; thanks for sharing.

kkards

this is part of the reason that i don't buy from saks.com….between the 30 days for full refund and the $9.00 shipping fee. not worth it.
vix- do you know who you spoke to when you confirmed that you could get a full refund? i would make sure to drop names.
i would also try a more public way to get this resolved---like adding a comment to their Facebook page. no one likes negative publicity and this is more likely to get managements attention.

I'm glad your coat has a happy ending and brings you joy. Hang in there. Hope the problem is eventually sorted in your favour.

Classically Casual

It's my sense that Saks, the corporation, has encountered some financial difficulties. When that happens, stores tend to follow short term thinking, and tighten up return policies, etc., even though they alienate their customer base.
Remember when everyone was tearing out their hair over Talbot's practices a year or so ago?

My inbox has contained nonstop promotions from Saks this fall, each sounding more desperate than the last. And I vaguely remember from financial news that they either are, or were, up for sale. (Take that with a grain of salt, I'm feeling too lazy to verify.)

Gaylene

CC is correct; Saks was bought up by Hudson's Bay Company in November. HBC is currently being run by an American, Richard Baker, and includes the Canadian Bay department stores, Lord & Taylor, and now Saks Fifth Avenue. Baker's plans are to launch Saks into Canada to compete in the upscale market formerly owned pretty much by our Holt Renfrew. Our Bay stores are now very similar to Macy's.

Vix, I suspect you are getting caught in the transition confusion when customer services reps are unsure of exactly how to handle special situations and how much "stretching" will be permitted under new ownership. Historically, Canadian return policies have not been as generous as those in the States so it remains to be seen which model will hold sway under the new ownership.

None of this probably reduces your frustration, but I wonder if the pendulum might be shifting as more and more of the traditional department stores are encountering financial difficulties? It will be interesting to see if Nordstrom's policies are the same in Canada as they are in the US when they open their Canadian stores.

It's also interesting that, despite the fanfare, the Canadian Target stores haven't been that successful north of the border so far. I think a lot of the B&M stores are re-thinking their previous "tried and true" strategies.

CocoLion

I've never tried Saks, but thanks for the heads up. So sorry you had to deal with this!

Deborah

Vix this is an outrage! Here in Australia, as far as I know the refunded price is always what you paid, ie the amount on your receipt. I have never heard of this happening. Have you checked their written refund policy.

Joyce B

Sorry that you had such a bad experience and thanks for the heads-up. I will not shop there.
They should refund the price you paid.
It's best to stick with vendors that are known for their good return policies.
Also, if at all possible, I prefer to buy online from a store that allows in-store returns. That way I can see what they are doing and how much they are refunding me for.

Kkards, Angie, Classically Casual, Gaylene, CocoLion, Deborah, and Joyce --

Thanks much for the ideas and commiseration. While I'm still waiting for them to contact me per my request, I need to not let this slide and continue to reach out/up the chain past the CS rep's "my manager says...."

I'm just still so irritated about wasting my time on that conversation I have to steel myself for the next round.

Kkards --I honestly can't recall if I talked to a person via phone or chat before shipping a month ago. I was racing to the P.O. with the box so didn't think to note the name.

Deborah -- Many U.S. stores will only honor the current price, not the original one. I knew that was the Saks.com policy, just not that they'd be choosing their side over the customer's when a price changed while a return was in transit.

Gaylene's comment re transition may very well be a contributing factor...

From the chat about the price discrepancy between my mailing and them getting (I quickly saved a part of it):

>>Since the return was made after 30 days, you receive the current sales price with was the current online price the date the return was received, 12/05/13. [vs the online price the day I mailed it from a US post office using a Saks return label: Nov 23]

Granted weekends/Thanksgiving were involved, but it's clear Saks.com isn't exactly fast-tracking their returns (and thus refunds).

Their company, their (short-sighted) rules. I'll update this post if anything changes.

alliecats

Active Member

Good to know, thanks for the warning!

11 years ago

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