I have purchased a Canali 2 piece wool suit size 54R in color Turquoise in the amount of $797.99 (with taxes total is $831.71) on 2/21/2023 on saksofffifth.com. On 2/25/2023, a package from Saksofffifth.com was delivered. However, it was immediately noticed that the suit received does not match what was ordered. I ordered a turquoise color Canali suit (see image attached), what was received was a brown color suit with an inside tag reads "Joseph Aboud Nordstrom"(see image attached). The perplexing part is on the sleeve there is a half-attached Canali tag. I contacted customer service immediately and requested a return. I was a return shipping label same day. I returned the incorrect merchandise right away via the provided shipping label. After a few days, to my surprise, the same box came back at my residence with a letter stating that the return was rejected. I called Saksofffifth customer service again and explained the whole situation. They informed me that they will send the courier to pick up the box again and they were sorry for the inconvenience. I left the box outside my residence and it was picked up next day by the courier sent by Saksofffifth. To my surprise again, the same box arrived back at my residence after a few days! The same return rejection letter was put in the box. I made at least 5 attempts to speak to customer service afterwards to resolve by phone and sent the agents email to follow up on 3/23/23,3/31/23 and 5/10/23. Finally, On 6/20, I received the following email from Saksofffifth customer service refusing to acknowledge their mistake and refuse to issue a refund. Now i'm stuck with a wrong suit (wrong size&brand) than what was ordered and feel I was completely defrauded by Saksofffifth.com.

Truly apologize for not responding to you sooner.

Based on the update I was given, an extensive investigation was done concerning this matter and they concluded that the correct item was picked, packaged and sent to you. There is no record of the suit that you sent us in our system and on this basis your claim was denied and no refund will be processed. The item will be resent to you.

I understand that this was not the result you were expecting but all areas were checked and confirmed. No other action will be taken.

Truly sorry for the inconvenience and the length of time of the investigations.

If there is anything else we can assist you with please let us know.

Regards,

Kenesha P Team Lead

I have never seen so many one star reviews, on ANY other website! And I agree with all clients who complained because I, myself, have been through a nightmare on this website. I spent two hours trying to place an order and use a Gift Certificate. Their system did not accept my GC; again and again I put the number and pin and I just knew that was a valid GC. I called customer service. Half an hour on the phone, they couldn't solve the problem. I wanted to speak to a supervisor, but nobody was available. After typing the GC info again and again numerous times, for one more hour, I succeded on placing the order myself ( suddenly my GC was accepted!). The pair of shoes came and one shoe was size 38, the other size 39! I went to my local store to return the shoes, also prepared with an item number that I wanted to replace the shoes and ( in my mind :)) still take advantage of the 25% of Black Friday sale. The store refunded my money and GC, but could NOT place another order for me.Why?! They do NOT HAVE ACCES TO THE website! They said they have nothing to do with the website! I just could not believe it! I wanted to spend my money in the store. Aside from very few decent pieces of jewelry, everything is such bad quality and much of the clothing look worn. This was supposed to be a high end store... or so I thought...I just don't understand! I came home, in front of my computer, looking at my wishing list where I had left few items that were 25% off on Black Friday...I mean... yesterday! I called to place another order and told the story of what happened to the shoes and how I wanted to take advantage of that sale because... you know... that was not my fault. I was sure they would honor the Black Friday sale after only one day and given the situation of my return. Well...the second nightmare begins: my item is only 10% off today and what happened with the shoes does NOT count.

Customer service asked me to prove my item was on sale for 25% off. "Can you provide a screen shot?" I was asked. No, unfortunately, I didn't think to take pictures of everything while I was placing an order for one item only.
I was never asked this question before on any other website. Customer service on all other websites very gracious and accommodating.

I wanted to speak to a supervisor. She put me on hold, for a while. Came back to announce nobody is available. I asked again and again, I MUST speak to a supervisor. She put me on hold again and again, supervisor not available. Supposedly somebody will call back within 48 hours. To be continued :)) .
Please, please do NOT shop here! I promise you it is not worth your time or money.

I just now see that I have an option to add proof of purchase ( for my review). I very much regret that I never took a picture of the two different sizes of the shoes. In the store, I asked the manager to call customer service to have proof of why I was making the return. First of all, not being associated with the website, they refused. Secondly, she replied: YOU should call the customer service, they will believe you, you are the client! If that's the attitude in the store, they have no idea what really happens on line!
So... whatever happens on this website, please take pictures of EVERYTHING! Hopefully it will help you a lot!

For over a month now, I have been patiently waiting for the arrival of my order. In late August, I placed an order for a pair of socks. When I placed the order, I waited a week to track my order. The delivery location given to me by the tracking number was incorrect. So, I decided to contact Saks.

(Week of August 29nd) – Now your website, there is a number, *******105, which I called in order to inform Saks that my order had an inaccurate shipping location, one that didn't exist. A robot then prompted me to contact the shipper, FedEx, to inform them of the correct address. I naively contacted FedEx to inform them of the issue. They, in return, told me to contact Saks because only the sender, Saks, has the power to change the address. I would go back and forth between Saks and FedEx for over a day. Even when I had a person on the line at Saks, they told me to contact FedEx, "there is nothing we can do!" Of course, it is a standard in the U.S. for the person who sends the items to be in control of changing destinations or the order in any manner. Yet your employees, and that stupid robot, would endlessly supply me with the lie that I had to contact FedEx. Fed up, I called the following day, and once I got a hold of the second person on the phone, I asked to speak to a manager. The manager informed me that he would contact FedEx to change the order. This pleased me, and, in a very succinct manner, I told the person my actual address.

(Week of September 5th) – After waiting a week, I once again looked at my order online. I realized that, once again, the package was in transit to an unknown location that did not exist. For the course of a week, I would be on the phone again with Saks. Once again, I got the "we can't do anything response." I only have so much time, so I just decided to wait.

(Week of September 18th) – I am a first-year law student, so I don't have the time to be on the phone for hours trying to solve this problem. I am typing this on a Sunday night before my midterms. That is why I gave ample time, till September 18th, before calling again. This would also ensure enough time has passed that the issue is beyond regularly expected delivery deviations. After two hours on the phone, I got in contact with a person. They, of course, gave me the same lies I had heard previously that they are unable to do anything and would put in a case. I was fed up and just wanted my money back so I could order the socks from another retailer. At this point, it felt like I was being extorted. The manager on the phone said that it would be impossible until they got my package back. That same package has been sitting in a West Virginia warehouse for a month. They put in the last case for me on the 18th and said they would call, and I made them promise to call because on three occasions, they said they would call back and didn't, regarding my order. The case number, *******, is still not resolved, and it is October 2nd.

The service I have received from you guys has been beyond disappointing. Although you have clothing that I love, I can no longer shop with your store in any capacity online. I do not know which company you have hired to handle the phone service, but they are lying to your customers. Given that I have waited a month, it is fair for me to report this entire transaction as fraud. You have made me want to rip my hair out.

I ordered a tote on black friday (2021). I wasn't particularly needing the bag right away, but I was expecting it to be delivered within a reasonable time--even with the holidays. Well mid December rolls around and still no bag. After clicking through emails and everything else I could find I found a "tracking" number. Wait, I found THREE DIFFERENT TRACKING NUMBERS. So I called up their customer service number. First person couldn't help me, they even kept telling me that it was impossible for the order to have three tracking numbers--yeah, it should be, but I was looking at one from a company I had never heard before--they do have a website---and there were two different OnTrac numbers! But yeah, sure totally impossible. I called a couple of days later and was hung up on by whoever was the first rep that I spoke to that day. Completely unprofessional. Got through again and spoke with another rep who assured me that they would still be shipping my order and not to worry--to "give it time". Again, this wasn't like a gift for someone else. I bought the bag for myself, but we were already reaching a month since I had ordered this bag and I still had no product in hand. The first rep that I spoke to( the one who denied there being 3 tracking numbers), was emailing me that the company(the one I had never heard of before) "could not find my package" and wanted to know if I wanted to cancel. I wrote back that NO I did not want to cancel my order as I had gotten on sale and still wanted it. I just wanted to know that it was on it's way--which the other rep had said it was--so I was going to wait.

Well, I waited a few more days only to get an email stating that I "had started a return" and that when the company got the return I would be refunded---um, no I did not. I WANTED the bag! I had told the rep that I wanted the bag---so why would I return it?!?!?!? (Just getting my refund was a whole other story for another time) Well because I still wanted the tote--I needed it for a work bag as mine needed to be replaced---I ordered the same tote BUT I picked expressed shipping. Funny how the extra 15.00 for shipping guaranteed that I got the bag within 2 days and I had a proper tracking number!

My one and only time I will ever order from this site. If you *must* order something, just spend the extra money for the expressed shipping. It'll save you from a lot of drama later.

On May 23,2020, I ordered two pieces of Roberto Cavalli
luggage from SaksOff5th, one was 21.5 inches and the other was 28 inches.

On May 28,2020, I received the 21.5" luggage
Onn May 29,2020 I received the 28" luggage, when I opened the package, the 28" had many scratched on it, it had been used before your distribution center shipped it out to me so I decided to return both of the luggage since I wanted a set of two. Please see the shipment tracking from ShopRunner as follow:

Package #1
Order Processed: Ready for UPS
Access_timeMay 29,2020 1:40 AM
United States
Out For Delivery
Access_timeJune 5,2020 6:42 AM
Saint Clair, PA, United States
DELIVERED
Access_timeJune 5,2020 1:30 PM
POTTSVILLE, PA, US, United States
Show Tracking Details +
Delivery info:
UPS Ground
#1Z19Y89E*******341
Package #2
Shipment information sent to FedEx
Access_timeMay 24,2020 11:07 AM
On FedEx vehicle for delivery
Access_timeMay 28,2020 8:49 AM
SOUTH SAN FRANCISCO, CA
Delivered - Package delivered to recipient address - release authorized
Access_timeMay 28,2020 2:41 PM
SAN MATEO, CA

On May 29th, the same day I received the 28" luggage and found it has been damaged, I contacted SaksOff5th customer service to inform them about the damaged luggage, they said I had to return through ShopRunner so I printed out the labels and brought the two luggage to UPS for return right away, please see the tracking below:

05/29/2020 01:40:00 AM United States Order Processed: Ready for UPS
05/29/2020 10:48:00 AM South San Francisco, CA, United States Drop-Off
05/29/2020 20:45:00 PM South San Francisco, CA, United States Origin Scan
05/29/2020 22:53:00 PM South San Francisco, CA, United States Departure Scan
05/29/2020 23:34:00 PM San Pablo, CA, United States Arrival Scan
05/30/2020 00:23:00 AM San Pablo, CA, United States Departure Scan
06/04/2020 13:11:00 PM Lawnside, NJ, United States Arrival Scan
06/04/2020 20:02:00 PM Lawnside, NJ, United States Departure Scan
06/04/2020 22:07:00 PM Horsham, PA, United States Arrival Scan
06/05/2020 04:36:00 AM Horsham, PA, United States Departure Scan
06/05/2020 06:36:00 AM Saint Clair, PA, United States Arrival Scan
06/05/2020 06:42:00 AM Saint Clair, PA, United States Out For Delivery
06/05/2020 07:10:00 AM Saint Clair, PA, United States Destination Scan
06/05/2020 13:30:00 PM POTTSVILLE, PA, US, United States DELIVERED

I went out of town for two weeks, I came back home and saw the 28" Roberto Cavalli luggage has been sent back to me with a label saying "item has been used, cannot be returned". What the hell? I was the one sending it back to you because it was damaged before you sent it to me but you sent it back out to me blaming that I was the one damaged it? I contacted your customer service but they were very difficult to communicate with, they kept saying that your distribution center said they already quality checked the luggage before shipping out to me and it was perfect, what kind of quality check was that? They did not even catch the damaged merchandise before shipping out to their customer? Were they really doing their job? Or perhaps because of the pandemic, your business is not doing well so you try to scam your customer by sending them the damaged product and not allowing them to return? Your customer service promised to contact the distribution center for the investigation and will contact me back, they said they would email me of the status within 3 days but I still have not heard back from them until a week later I called them.

Customer service told me that they got a hold of the distribution center and they still said that I was the one damaged it and they offer $25 gift card, what the hell? A damaged expensive luggage for $25 gift card? What kind of luxury like you that did not take responsibility of your fault?

I emailed customer service about issue but no one got back to me, I had to call in many times and left messages then finally someone called me back, they promised to take back the return, I received an email from customer service saying "we have resolved your issues" but it was not since I still have not received me refund yet. A couple days later, I received an email from Lino asking me when would be the good time for FedEx to come and pick up the damaged luggage, I responded two times but he never responded to me. I kept calling customer service and asked for him but they kept saying that he was not in the office. I never experienced such poor customer service from SaksOff5th like I did at this time. Why didn't they allow me to return the item that has been previously damaged by someone else but they still shipped out to me? If you look at the tracking of the shipment from ShopRunner from the order and the return then you'll see I had no chance of using the luggage as I returned them immediately after I received them.

On July 27th, FedEx did come to my house to pick up the damaged luggage but 3 weeks after I still have not received my refund? I called in and was told that they are processing my refund but I still have not seen it.
Now it has been more than 3 months but I still have not received the refund from SaksOff5th, for this luggage, this is very disappointed and I called in many times to follow up, customer service representative kept saying they are processing the return but where is my money?

I am planning to send this message to your corporate office and will write a review on your products so people know how bad of customer service you have. I am a long time SaksOff5th customer but your customer service is terrible and your products are damaged but you did not take the responsibility. I will never shop at SaksOff5th again and will take legal action against you if my money is not returned.

I am attaching all the proofs for your records.

We are still not able to get our heads out of the Insult that occurred at Off5thSaks store in San Francisco California from the Man who said to be the security person at store. We were having a good time looking around the shop and my husband went back to car as he forgot take the card which we intended to use and I was still hanging around with the dresses I intended to purchase when he came back. As it was taking longer for him to come back since we parked our car far away, I had to go to other store and as it was 8pm already, I told him, I will put the dresses on hold and he can come back and buy. Then as I made myself to the exit, he said he is close by and I can wait, so I was waiting at the front door of the store (inside the store). Also we had a heavy bag which was with me and my husband if at all I want to go I can leave the bag with security at the front as he is close by store. The security at the door (he is a different person than other security guy who falsely accused us) said they can't, so I was standing with bag next to me. Then there comes a man rushing at me and I was thinking he is coming towards me to say that I can't leave the bag in store (as the other security guy at the door checked over the phone and then said no, so I was thinking he came to warn me again) then he goes on like "you and your husband are not allowed in our store " I replied no I am just waiting, no I will not leave the bag here. (As I was thinking he is here for the bag issue) then he continues "you have been switching tags in my store and it's causing a loss to my store". I was so shocked and I couldn't even understand what is he talking and why is he talking to me, then made a call to my husband and put him on phone so that he can hear and I told the security person who was accusing me (not the one who stands at the front door) " no I will not leave the store because you are blaming/ Accusing of something I didn't do and please show the video " he said he won't and I have to leave and what is there to leave, I said if I leave the store it means that I accepted what you are accusing me for and it's against my will to do so. As I haven't done anything or what he was saying like switching the tags or whatever. Then he repeated again "what is ther to leave, just leave the store ", I replied the same that " I can't just take false accusations and leave, if u are accusing me of something show the proof / evidence, " then he takes my bag and keeps it outside the store and ask me to leave and at that time my husband comes running and as he asks why we have to leave and all the security person says (and all this time he was taking in loud voice and barely allowing us to talk) " I already told your wife and you both are not allowed in store anymore, so all gets resorted again as my husband and me keep asking him to either show us the video or to anyone in the store, he denied saying he won't, he is not allowed to. Then we say " Call the cops and show them the video " he says he will not call cops. Then we repeat if what you are accusing us of is true then show us the evidence, how can you just come and accuse some one. All this time he was repeating only one thing "leave the store and what is it to just leave " then I said " you are not understanding how it feels to take false accusations and you are accusing of something which we didn't do and if we walk out then it means we have accepted what you said and we can't do that, it's against our will" and I couldn't control and I break down. It was too much for us to take in. We are respected residents of the country and we have been very good people and we never ever involved any kind of isssues or anything. So this was all too much to take in. And I literally started tasing my voice because it was physiologically causing so much of a damage and I had no other way than to raise my voice as he was barely allowing us to talk. I didn't t care where I was and who were there and kept repeating thousand times call the cops. But said he won't and he will not and we said we will call the cops. And it continues repeatedly and then I guess because all this was happening at front door and with louder voices for more than 30 min Cops walking by outside came in and asked us to reach the corporate office. And we strongly suspect that a Sales woman had something to do with all this who was observing us the whole entire time for no reason.

I usually am a logical and understanding customer. But what happened with my recent orders is beyond imagination!

Problem 1:

For one of my orders they sent me a wrong item. I ordered the Diane von Furstenberg New Jeanne Two Wrap Dress (Linked Chain pattern). Instead I got a Diane von Furstenberg Reina dress in same pattern. It was not a warp dress at all. So I called the customer service who told me to go to a store and make an exchange. When I protested and told the person that it was not my responsibility as it was an error on their part, he told me that FedEx will come and pick up the wrong item and he will place the order for my original item. When I received the new order confirmation email, I saw he charged me for shipping even when it says on SaksOffFifth website that any order above $99 is shipped free with a code. I had to call back again and get it removed. Their own customer service providers do not know the rules of their own company! He could see in my original order that I did not pay shipping. Why would he charge it again? Why do I have to call multiple times to get the right order? Now I have to stay at home and wait for the wrong item to be picked up by FedEx. Would you for pay such incompetent service? Oh and by the way, FedEx never showed up on the specified day. I had to run after a delivery truck and get the driver to check if he has a pick up order. He first said no and after 5 minutes of arguing with me he finally checked and found out he actually did have an order to pick up! Isn't it fun?

Problem 2:

For another order, the Alice + Olivia Elisa High Neck Ruffle Blouse came with the safety device attached. So it's pretty much unusable! The customer service provider told me just go to a store and get it removed. I was not offered an apology or anything Do they think my only job is to place and receive orders from SaksOff5th? I paid for a service and I expected to receive what they promised. Why do I have to go to a store, which is 20 miles away from my house, to get it removed?

They do not train their people to cut cost. Their greed for growth in revenue should not come at a cost to the customer.

This was my last order from SaksOffFifth. I will never buy anything from them.
Thank you for nothing!

I AM LIVID! I want to just cuss the heck out of all of the workers there. I been trying to get my refund for over a month for a return. I got hung up on 10 times, on hold for hours... even speaking to the supervisor... all they do is bs, bs, bs over and over. I want my money back! They don't know what they are doing. They make empty promises. It's literally been a month and they won't process my refund even though they said they will. They even promised to call and email me back, but never did. They say anything to get you off the phone. Don't ever everrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr buy anything from them. It's from another country so they don't care or even understand good English... I hate you! Give me my money back!

I have never experienced such poor and rude customer service in my life from any retail store like the one in Fairlakes, Fairfax VA store #586. Needless to mention that when I called customer service and escalated from one rep to a supervisor to another all I got was total dismissal to the fact that I was not just poorly and rudely treated but they wouldn't owner their word. I bought a Valentino bag that is $400 +tax online because the ones they had at the store on the floor were DEFECTIVE... YES they display defective items to sell. Then only a few days later a leather part of the bag just simply came off. I called the store and the associated said bring it we will exchange it. I get to the store and TWO assistant managers (Russian decent and Indian decent to be specific) refused to return or exchange claiming that the associate I spoke to over the phone didn't know any better. I was livid. Then the Russian one said the associate didn't know you bought it online. I said that is NOT TRUE get her on the phone right now she said no. So basically she called me a LIAR and when I raised my voice (validly) at the degrading demeanor and attitude she told me if I don't stop she would call SECURITY. The customer service MANAGER on the phone didn't even have anything to say to correct or resolve the issue at all she basically sided with the store "assistant managers". I shop at Neiman's and Nordstrom's and I have never even remotely had such an experience. I WILL make sure this experience goes viral online and I will post it for everyone to see it. I am not just disgusted but appalled to have gone through a REPULSIVE experience. SHAME on them and SHAME on their zero people skills and for those who even HIRED THEM...

I HAVE BEEN WAITING FOR MY PACKAGE FOR MONTHS. NO CONFIRMATIONSENT to my email!

AVOID SAKS ONLINE!