SAN DIEGO — Some Saks Fifth Avenue customers said they’re having major issues with their returns and refunds getting denied. CBS 8 is Working for You and looked into the store’s return policy and the complaints and even got a refund for a local viewer.
Lisa Fisher bought a pair of boots online from Saks Fifth Avenue. Once she got them, she decided they didn’t fit right so she returned them. But instead of a refund, she got the boots back in a beat-up box from Saks.
“I called Saks and they said 'oh yes, you wore the boots.' And I said, 'I didn't wear the boots. Of course I didn't wear the boots,'” Fisher told a Saks customer service representative.
She was then directed to another department and they told her she could send pictures of the boots to dispute the rejection of her return.
“You can see that no one has ever worn them. I think it’s pretty obvious because you take a picture of the soles, right? First of all, the price tag is still on them, so it’s obvious they haven’t been worn," she said. "There are no scratches, no scuffs, no dirt or smudge anywhere on the sole of the boot.”
Fisher tried to resolve the issue through a claim with American Express, but even her credit card company said Saks Fifth Avenue told them Fisher had worn the boots so they couldn’t help her with her claim. Saks was adamant that Fisher had worn the boots. After weeks of disputing the issue with Saks and American Express, Fisher dropped the issue and still has the boots that she still has not worn.
Another San Diego shopper bought two gowns online from Saks Fifth Avenue for her daughter’s wedding. She returned them after she got them and they didn’t fit. It took nearly two months, repeated calls and emails to Saks and a complaint with the Better Business Bureau to get her refund. Saks Fifth Avenue has an “F” rating on the BBB’s website.
Shopper’s frustration with Saks was going viral. In this TikTok video, this woman said Saks rejected her return because it said there were deodorant stains and body odor. She took pictures to prove there were no deodorant stains nor any sign of wear. She said she got her refund after her video went viral and after she filed a complaint with the BBB. CBS 8 reached out to the TikToker and she said she’s had issues with her Saks returns before.
“It took 60 days for me to get my money back. Their return policy is 30 days. I was calling every week,” according to Brittany Paige.
Saks Fifth Avenue’s website said returns generally take up to 30 days to process. Saks Return Policy: https://www.saksfifthavenue.com/c/content/returns-exchanges
CBS 8 reached out to Saks directly. Here’s what a company spokesperson sent in response to our questions about Lisa’s boots and other return complaints:
“Return fraud has become a pervasive issue for retailers, and, as a result, we consistently evaluate our returns approach. As part of this, we’ve identified the need to take additional steps in our processes, including more time for careful product quality inspection and authentication, to ensure that customers receive high quality merchandise in future orders. Our top priority is ensuring our customers enjoy the luxury shopping experience for which Saks is known and we continuously work to improve our processes.”
Regarding rejected returns: “As we have taken additional steps in our process due to increased return fraud, there is a small percentage of human error with returns that should be accepted and are not. Currently, less than one percent of returned items are incorrectly rejected and sent back to customers. We recognize that even a small number of errors is too many, and we are working to improve our processes.”
The spokesperson also directed us to this article with the National Retail Federation about the influx of return fraud impacting retailers like Saks. According to the NRF, fraudulent returns cost retailers $101 billion.
A couple of days after CBS 8 emailed Saks Fifth Avenue about Fisher’s boot order, she got a return label and this email:
Good Evening,
Thank you for contacting Saks Fifth Avenue. Your concerns were brought to my attention and I appreciate the opportunity to step in to assist.
It's my understanding you returned a pair of Schutz Boots, however the item was not accepted for return due to the condition. From my understanding, you feel the boots are in great condition and uncertain why they were not accepted. I am genuinely sorry to hear your experience has been anything but seamless. It truly is our desire to deliver those sentiments to all of our customers. I assure you we will thoroughly review each aspect of this situation to identify and address any area not facilitated expertly.
We are happy to accept the unworn boots for return. A return label will be generated and sent to you via email directly from FedEx within 24 hours. Feel free to use the included return instructions to make your return. Rest assured, I will keep a close eye on this matter to ensure the return move smoothly.
Again, I am sorry for any inconvenience this matter may have caused.
Sincerely,
Executive Recovery Services Saks Fifth Avenue
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