Not resolved
Advertised vs Delivered
Diversity of Products or Services
Price Affordability
Value for money

I purchased a pair of Giuseppe hi tops from their recent sale and paid using my credit card. The purchase went through fine and quickly received an order confirmation from Saks stating the order was made and would be sent as soon as the funds cleared, as I made an international order I was also emailed by borderfree informing me of my purchase and the amount showed as pending on my credit card.

After a few days I thought it was odd I hadn't received any further correspondence but today noticed the amount was no longer showing as pending and had dropped off my credit card. I immediately rang Saks and was told my order had been cancelled. I inquired why and was given no real reason but told my order would be reinstated and I would receive an email confirming this within 20 minutes. To ensure it was not a problem on my end I contacted my credit card provider who told me the transaction was authorised and Borderfree (who were extremely helpful) who told me all my details had received the green light and they were waiting for the goods from Saks.

I then contacted Saks via live chat so I had a record of the conversation. I was then told that due to a system error my order was cancelled and the goods were now out of stock so the order could not be reinstated. If the item comes back in stock I can repurchase it and they will honour the price though.

I am extremely annoyed that they could cancel an order and not bother to tell me and even more so that they didn't let me know after my phone inquiry when they assured me they would fix it. After purchasing the shoes and receiving my email confirmation that the order was accepted I bought a new outfit to match the shoes so this has been a very expensive lesson that Saks are extremely unreliable and not up to the same standard as many of the other US stores who you can rely on and make shopping a pleasurable experience.

Reason of review: Order processing issue.

Preferred solution: Deliver product or service ordered.

I liked: Good website.

I didn't like: Cancelled order without telling me.

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