Saks Fifth Avenue

I hope you all don't think we like writing letters, but we've just had some bad service lately....Below is my husband's letter to Saks Fifth Avenue:


I was in your Saks Fifth Avenue store at Phipps Plaza in Atlanta, GA yesterday (July 9, 2008) at 4:45 PM. Here is an account of my experience in your store and why I will find it hard to return:

The men's store was fairly empty and there were two associates on the floor - none of whom greeted me despite the fact that I was wearing a newly tailored Armani suit. I wandered around the store until I found the 2xist soy boxer-briefs I was looking for only to discover that they were on the top shelf. I looked around and saw no one to help me so I moved a ladder over and began to search myself. I could not immediately find the size after 10 boxes being pulled down so I decided to pursue a floor associate. I stood at the checkout desk for 5 minutes and finally a guy asked me if I was being helped. I replied that I was not and then he asked me what I was looking for. After I told him boxers, he yelled across the store to another associate named Lloyd to help me. Lloyd looked disheveled and I was asked again what I was looking for. I again said 2xist soy boxer-briefs. He said OK and proceeded to take me to the other side of the department store. I followed, thinking maybe I looked in the wrong place. Once there, he was told that the boxers were in his section and so we proceeded back. Once back to the place where I had looked before he asked me my size - I told him Large. He then proceeded to look for my size and after a couple of minutes said sorry, they had no more, and did I really need soy. I replied yes, that is what I came in here to purchase. I then asked if he could order them for me and either send them to my house or the store and I would pick them up - he said sure, but I will be charged $13 in shipping for the boxers. I responded by asking him to credit the shipping since I spent more than that in fuel on my 35 mile one-way drive down to the store solely to get these boxers and spend the gift card to Saks that Mercedes of Buckhead gave me for purchasing my new vehicle from them. He said there was no way Saks does this. I then asked if he could have it sent from another Saks store and he said there would still be a FedEx charge to me for this. His tone and wry smile were not well received by me on this subject. By this time my patience was getting thin and I asked to speak to a manager. Lloyd called the manager and paged the manager and after 10 minutes of no response, my business partner who was in the store with me, asked me why we were waiting as we were late for our 5:30 meeting. I looked up and waved good-bye to Lloyd who actually looked relieved that I was leaving so that he would not have to explain the situation to his manager. I now even question whether or not he called the manager at all.


I find it odd that not only did I receive the lowest quality of service I have ever seen, but that no manager was on the floor to assist with the operations of the store. As you can see, if you were treated in this manner, how could you return to such a place of disrespect to further transact business. I am writing you in the hopes that this situation can be remedied, both in your store service as well as with patrons like myself who, up until now, were loyal to the Saks Fifth Avenue brand. I look forward to hearing from you soon.