Saks Fifth Avenue refuses to accept a $10,854 gold ring as a return. The reason: The company says it’s damaged. Is Thomas Gunderson stuck with this purchase?
Question
I ordered an Origami Crossover Ring In 18K Yellow Gold With Diamonds for $10,854 from Saks Fifth Avenue.
The ring was too large for my wife. She had it out of the box for literally two minutes. We returned the ring the next day. Saks received the ring, but then they sent it back to us, saying it was damaged.
We did not damage the ring. We’re in our 60s and 70s, and our eyesight is not the best. We did not see any damage, but after taking photos of the returned ring, we could see scratches when enlarging the photos.
I’ve gone back and forth with Saks to get a refund, and they refuse. I can’t prove I did not damage the ring and they can’t prove that they sent us an undamaged ring. The scratches appear to be very superficial in the gold band and can probably be buffed out. Can you help me get my money back? — Thomas Gunderson, Los Alamos, N.M.
Answer
If you had the ring out of the box for two minutes, and your wife did nothing more than try the ring on, then you couldn’t have possibly caused the damage.
But you’re right, how do you prove something like that?
Saks says it accepts returns via mail or through the store. Earlier this year, it began charging a $9.95 return shipping fee, which it deducts from your refund. According to the Saks Fifth Avenue refund policy, returns are eligible for a refund if they are made within 30 days of delivery. They must be presented in the same condition as when they were received: unworn, undamaged, unaltered, and with the original tags and proof of purchase. (Related: Saks return problem: Where’s my money?)
“Returns that do not meet this policy will not be accepted and will be sent back to you,” it says.
How to ensure Saks accepts your return
Returning an item to Saks Fifth Avenue should be a straightforward process, but there are a few steps you can take to ensure it accepts your return without a hitch:
1. Know the return policy — and follow it
Familiarize yourself with Saks’ return policy. You can return items either by mail or in-store within 30 days of delivery for a full refund. The items must be in the same condition as when you received them—unworn, undamaged, and with original tags and packaging. You can’t return “final sale” items, as well as gourmet, monogrammed, or personalized items. (Related: What happened to this Saks Fifth Avenue return and refund?)
2. Keep your proof of purchase
Always hang on to your receipt or order confirmation email. This proof of purchase is essential for processing your return. Without it, Saks won’t be able to verify your purchase, which could lead to a denied return. (Here’s our guide to resolving your consumer problem.)
You may need to prove that you returned the item
3. Use the right return method
When you start your return online and choose this option, you’ll receive a QR code via email. Bring your return to a FedEx or participating partner location, and they’ll scan your code to print your prepaid shipping label. This method can save you time and ensure your the company processes your return correctly. (Related: My refund hasn’t posted to my credit card yet. What should I do?)
4. Take pictures of your returned item in the packaging and with the label
Retailers are far less trusting of you, so you need to to document everything. Take photos of your merchandise that shows you returned it in good condition. Take pictures of the box with the label, to show how you packaged it. If there’s any question about it later, you can show these images to Saks. (Related: Does Macy’s Worry No More warranty apply to my sofa?.)
Finally, make sure you follow up on your return either by email or phone, to ensure Saks has received the package. If it doesn’t, you many need to file a claim with FedEx to find the lost package.
What about your gold ring?
Saks didn’t assume you damaged the ring. It said you were responsible for the damage. Saks believes it sent you an undamaged ring. Between the time it sent it out and received it, someone damaged it.
Based on the correspondence between you and Saks, it looks like someone overlooked a few things. Initially, Saks referred you to a third party, which sold the ring through Saks. The vendor referred you back to Saks. At that point, Saks might have filed a claim through its insurance company or through the shipping company. Instead, it just told you that you had to accept a ring that didn’t fit your wife.
Is there a way to prove you didn’t do it? Kind of. You could have taken a picture of the ring when you received it. Presumably, someone or something damaged the ring during the return, so you could have used the initial photo to prove you didn’t scratch the jewelry.
In the end, a brief, polite email to one of the executive contacts at Saks Fifth Avenue might have helped. I publish them on this site.
I reached out to Saks Fifth Avenue on your behalf. A corporate escalation specialist contacted you and agreed to accept the return.
