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  • First the positive. Their system was down on Memorial Day and the Manager was able to push our order thru their system (using a gift card). I give her 5 stars!! We were in this store to return a pair of shoes and because their system was down they could not process any returns that day either. Not the store's fault. This is a corporate breakdown and weak link. Really disappointing experience. Now for my big Saks Disaster and the reason I've given this 1 star. That's generous btw. I returned 3 items using the proper return documentation on May 5, 2017. However, I've not received any information back on my credits. I've emailed the details using their customer service email. No response. So I call Saks and attempt the automated Return Help option. I enter my Order number and continue to get a message saying it's not valid. So I call back and go for the "talk to a live person option". After 20+ minutes someone finally answers. I give her the same Order number and she tells me that my return is still in transit and has not arrived at their warehouse. I returned my items on May 5th. USPS must have a horse drawn carriage option that I don't know about. She tells me it takes up to 21 days for returns to arrive in their Pennsylvania warehouse . So I quickly did the math for her and let her know that May 31- May 5=26 days. I asked once it arrives how long it takes for the credit. She then calls me Angela and tells me it'll be credited to my Discover Card in 3-5 weeks. As you might imagine, this did not go well. In a not so friendly way, I let her know that my name is not Angela and I don't even have a Discover Card. A few minutes later I'm talking to a Supervisor. She looks up the order and sees that the return slip was scanned on May 9th and it appears my return is now lost in their warehouse. But then reassured me that I won't be charged for any investigation they need to do to find the order. Seriously! I said...so let me get this right. Your telling me you are not going to charge me for a package that your warehouse lost? She says...yes, that's right. And we'll make sure you get your credit for those returned items. Once this is cleared up, I promise you. I will never step foot in one of these stores again. My guess is that Saks will file bankruptcy in the next 12 months. There's no way they can stay in business with all these customer service and support issues.
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