Saks Fifth Avenue, a name synonymous with luxury retail, is facing a customer service crisis. A TikTok content creator, Brittany Paige, has ignited a viral storm with her three-part video series detailing a frustrating return experience. Her videos have amassed over 550,600 views and sparked a flood of similar complaints from other Saks Fifth Avenue customers.
Saks Fifth Avenue logo displayed at the company
A Return Gone Wrong: Deodorant Stains and Endless Delays
Paige’s ordeal began with the return of a $700 Ramy Brook dress. After trying it on briefly, she decided against keeping it and shipped it back to Saks. Despite following the return policy, Paige claims she never received notification of a rejected return. A month later, the dress reappeared on her doorstep.
When Paige contacted Saks Fifth Avenue Customer Service, she was informed the return was rejected due to deodorant stains and odor. However, both Paige and her mother inspected the dress and found no such issues. They submitted eight detailed photos to customer service as evidence, but Saks Fifth Avenue remained unyielding.
A woman had a bizarre experience when trying to return a dress at Saks Fifth Avenue
Saks Fifth Avenue Customer Service: A Pattern of Problems?
Paige’s experience isn’t an isolated incident. She recounts previous return issues with Saks Fifth Avenue, including a 60-day wait for a refund, far exceeding the company’s stated 30-day processing time. Furthermore, Paige shares accounts from two friends who allegedly received incorrect items from Saks and were subsequently denied returns. One received a less expensive wallet than ordered, while the other received different sneakers in the wrong size.
She submitted eight “thorough” photos of the dress to customer service so they could open a case.
Viral Outcry and Saks Fifth Avenue’s Response
Paige’s TikTok videos have resonated with countless viewers who shared similar negative experiences with Saks Fifth Avenue customer service, citing lengthy delays, rejected returns, and poor communication. In response to the growing criticism, a Saks Fifth Avenue spokesperson attributed the stricter return process to an industry-wide increase in online fraud.
Saks Fifth Avenue store on Fifth Avenue in New York City with multiple flags hanging on its side
Resolution and Lingering Concerns
Following the viral attention, Paige was contacted by a member of Saks Fifth Avenue’s executive team who apologized for the inconvenience and promised to personally handle her case. Paige received a prepaid shipping label and her refund was subsequently processed. While Paige’s issue was eventually resolved, she raises concerns about the need for public outcry to receive adequate customer service. Her experience highlights the ongoing challenges faced by consumers when navigating returns and refunds with luxury retailers. The incident raises questions about Saks Fifth Avenue’s customer service practices and their ability to handle legitimate return requests effectively.
