Saks Fifth Avenue Reviews 

I had a deeply disappointing experience with Saks Fifth Avenue’s customer service. Despite a clear issue with the fit of an item, they were completely inflexible and refused to help. I spent a long time on the phone hoping for a reasonable solution, but their customer service team simply wouldn’t budge. It’s really left me frustrated and I can see why others have had negative experiences as well.

I had several shop experiences with them. Once they lost my package worth of $200 and never took responsibility for it or helped track the item. once they canceled my order which I really needed after 5 days just because it was out of stock. when I talked to them they said the item was being shipped directly from the vendor. Then I checked the website of the vendor and it was available and purchased it right away. they sell luxury items but their behavior is cheap.

I am extremely disappointed with Saks Fifth Avenue. I ordered the Hydraulic Acid Hydrating Serum, and what I received was completely unacceptable. The bottle arrived not sealed, already open, with barely any product inside. What little was left was old, gooey, and clearly expired.

It is shocking that Saks would ship something in this condition. There was clearly no inspection or quality control, which shows a complete disregard for customers’ health and trust.

For a retailer of this reputation, I expected professionalism and care. Instead, I received a product that should have never been sold or shipped. This experience has made me lose trust in Saks Fifth Avenue, and I will think twice before ordering from them again.

If I could give it zero stars I would. They recently had a promotion if you spend over $225 on beauty products or perfume you will receive a free tote and samples. I purchased mostly for the gift with purchase option I was excited by the little samples I will receive with my purchase. The perfume I ordered arrives one week later with a separate free gift package. I opened the gift box no samples just the tote by itself in the box. I was upset one of the main reasons I ordered was because of the gift with purchase. I called there costumer service explained to them I only received the gift tote by itself with no samples in it. Costumer service didn’t believe me acted like I was lying told me they apologize and that they can’t help me. pretty much told me it was my problem not their that I didn’t receive gift with purchase. I didn’t care for the tote I wanted the sample products that were supposed to come with the gift. I’m extremely disappointed with the rude and unwilling to help customer service.

I am totally upset and disgusted and will never shop with them AGAIN..The customer service is so bad,and doesn't really want to help..First my item took weeks to receive and when I finally received it ,the item had been used and I'm talking about an expensive hair brush,there was someone's hair all through it plus dandruff..
It physically made me sick...How can they sell products in that condition...
Im still waiting on a resolution, I have sent photos and all the proof they wanted and still waiting..
Do not purchase from this company...

Worst customer service in the world. I spent over 10,000 in the past year. I am done with this store.
I will never purchase from Saks again.

I bought a $750 quartz watch from Saks.com and it was delivered with a dead battery. I have not even worn it yet and I have to take it to a watch repair shop. The chat agent told me I could return it but the watch is now out of stock. I asked if there was anything they could do for me and he just told me my only choice was to return it or deal with it. I had thought Saks was like Nordstrom in terms of service based on their prices, but after reading all of the reviews here I realize that is not the case.

Good as long as you dont need support. As long as everything comes fine, youre good. But if you need any form od support.......

I purchased a $410 perfume online. I received the perfume with the plastic put together with scotch tape, a dirty box, and when I opened the box, the perfume was used as they had taken some of the perfume from the bottle. I called customer service for an exchange in the store because this is for a meaningful gift. I was told that I need to return the perfume to the online store because the store has another return policy and they won't exchange the perfume, and they will refund the money over $410 once they determine the case is eligible for return. I provided pictures, and a high-end store should provide the fastest and best resolution. This is the second time it has happened to me buying perfume only through this store. The first time was with a $500 cologne, and it took almost a month to get a refund, and I had to call so many times that it was a nightmare. They should fire the employee who sent the perfume under these conditions because it reflects poorly on the store. Now I have this perfume that is not good for a gift, and I have to pay out of my pocket again for another gift.

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!