Having left a charming little Michael Kors top in my Saks shopping bag some time ago, I recently got a text reminding me it was still there waiting for me. My first thought was that it was still there because I hadn't wanted it, but I checked anyway. To my surprise, it was very much to my liking. I probably hadn't purchased it when I initially found it because it was at the height of the winter months, and the top is more suitable for warmer weather. Now that Spring isn't so far off, the top is more appealing. I was grateful for Sak’s text and purchased the top straight away. Obviously, reminding customers that they have left an item or two in their shopping bag is marketing 101, but my item had been there for some time, and, in this case, it was the timing of the text that made it effective for Saks and helpful to me.

Saks digital team, few things make me as frustrated and angry is attempting to actually use your app to shop. Despite every update that gets pushed, the result is always the same: 1) the search function takes minutes to actually load. I don’t know what integration you all have between the app and your inventory but whatever it is it needs to be redone immediately. It takes MINUTES and often doesn’t actually load. 2) if I use the navigation to shop instead of Search, and I filter it down to my specific size and color is that I’m interested in, let’s just say the app says 670 results are available. I scroll and yet I only get about 80 and then I have to repeatedly try to re-push the page to update to see beyond that. What in the actual world is going on with this app?? It’s heavy. It’s clunky. It’s cumbersome. AndI don’t have any of these issues with the Mytheresa app or others. Please invest more in truly improving the shopping experience otherwise you will find people simply go to other retailers.

Always had a great customer experience when ordering from the app until recently. I ordered an item and was sent the wrong color. I had planned on returning to the store but thought I just get the process going via the chat on the app. That’s where it went all wrong. I was told because I’ve chatted with them that I could no longer return at the store. I was also told that I would have to drop off at FedEx and potentially have to buy a new box to ship it back (which I did have to buy a box). To top it all off, the original color that I had ordered was no longer available in my size. So not only do I have to run errands for Saks mistake, I missed out on the particular item that I had initially purchased. Overall super disappointing experience and I think any future purchases will be done in the physical store where there is still some semblance of customer service that I expect from Saks.

For a multi-billion dollar retail conglomerate they ought to run a tighter operation and not alienate their client base by having incompetents falsely advertising merchandise, nor their superiors maintaining the high standard upon your business was built. To that end, it only serves to frustrate the customer, then to attempt to charge the customer for their repetition of errors upon returning of merchandise in what is clearly a flawed system. Perhaps incorporating better policy and enforcing some accountability and better oversight towards listing products accurately as to maintain trust in the ever delicate online retail environment. To the customers, maybe stick with Ssense or Farfetch until they can get their act together or you can bare the risk of becoming another victim of the other potential misleading or incorrectly listed products on what now appears to be a rather unpolished app/site. It’s evolve or die in this new age of e-commerce. I want Saks Global to succeed - to better adapt and serve the consumer and their people the best to their abilities.