Saks Fifth Avenue Reviews 

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.

Saks is not accepting my return even though im well within the return period and the items are not a final sale item. I live in Orlando where we do not have a physical saks store to I order multiple sizes/styles of clothing to try and keep what I like. Saks is now refusing to accept the return and says im ineligible to return any items as I am flagged for returning too many items historically? If that is the case, shouldn't they be blocking me for new purchases - why allow me to purchase something and not allow me to return? Also, shouldn't they let the customer know that they have been flagged and they won't be able to return?

I recently made an in-store pickup purchase at Saks Fifth Avenue exceeding $225, specifically to qualify for a promotional fragrance sampler that was prominently advertised and included in my order confirmation. Upon pickup, the promotional item was not provided. Despite multiple attempts to resolve the issue with Saks customer service no resolution was offered.

This experience reflects poorly on the transparency and reliability of Saks’ promotional practices. For a retailer positioned as a luxury brand, I expected a much higher standard of customer care and accountability. I urge others to be cautious when relying on promotional offers, as they may not be honored even with valid proof.

Purchased a $59 sweater unaware that in addition to $9.95 shipping to me, it would cost the same to return it. I know of no other brand that charges shipping both ways. So a try on cost $20. That doesn't serve customers well -- especially since there are few Saks brick and mortar stores to return in person. I won't be shopping at Saks again.

OMG THEIR CUSTOMER SERVICE IT THE WORST! RUN FROM THIS COMPANY!..... CUSTOMER SERVICE ARE ALSO SO UNPROFESSIONAL.. DONT SOLVE ANY ISSUES, DONT KNOW HOW TO PROPERLY RESOLVE ISSUE... OMG DO THEY CLAIM TO BE HIGH END??? ITS THE LOWEST OF THE LOWEST ... because of this they lost customer.. Im not going to place orders with them again.... advise the same to everyone! Just returned items and wanted to exchange but because of Very Unhelpful customer service this will not happened and i decided not to re-order Anything at all!.... they just lost sales too.

Shame on you Saks Fifth Avenue. To charge me to return an order I made online. The nearest store to me is 1 1/2 hours in traffic. So I have no choice but to return by mail. You lost yourself a customer. Bloomingdale's and Nordstrom are closer to me, I will from now on buy from them. I will be spreading the word on your return policy. The next time I hear about Saks will be on the news of you closing all your stores because your going bankrupt.

Bought a Moncler cartigan, 2/23/25. Puffer $1495. The bottom started to unravel. So I chat messaged and got a NO RETURN after 30 days. Mind you today is 4/7/25. Such bad service. Nowhere on the App website is a phone number. Worst service EVER. LOOK, NORDSTROM AND NEIMAN MARCUS ARE SO MUCH BETTER. SO BAG SAKS AND PUT YOUR MONEY WHERE YOUR RESPECTED AND CARED FOR! I closed my account. I will take my money elsewhere and I spend a lot of $.

Horrible customer service. Bought $700 versace diaper bag which ripped a part within few months and nobody wants to take responsibilities. Versace has 2 years warranty but since it was purchase thru Saks they dont want to provide it. And Saks saying we just selling this item and our policy is 30 days… so now i have question,- are they selling real stuff or fake?! If versace provides 2 years, why you dont?! May be because this is not real versace???

Saks sells high end merchandise and then stands behind nothing. I ordered $300 worth of merchandise. They said it was delivered. I never received it. They said it was marked as delivered and I would have to call the police to report it stolen. Living in New York City, this would be completely futile. They refuse to refund me and are fighting with my credit card agency to insist they are not responsible. Truly the worst. I will not purchase from them again.

The worst customer service!! So stupid! I placed 3 items for pick up and one is ready the others are not.. they expect me to go over the there three times to pick up one item at a time, as they are ready or they get returned... that is SO STUPID!! Saks really sucks!!

horrible service with return!!!!!!! It take forever credir my account!!!! I hate you and never will buy from you !!!!

The online purchases have an automatic notification that doesn’t consider the east time or pacific time. The notifications are at any time like 3am or 4am and the items don’t arrive in boxes; just hard envelope but anyways I am satisfied with the items but the company should improve packaging and consider the time to notify. Thank you!