I am writing to formally file a complaint regarding an extremely disappointing and unacceptable…read moreexperience I had at the Saks OFF 5TH store located in Cabazon, California.
I have been a loyal customer of Saks OFF 5TH for nearly 20 years. I live in Palm Springs, CA, and have regularly shopped at the Cabazon location.
In fact, last year I even opened a store credit card because of my long-standing loyalty to the brand.
Therefore, what happened during my recent visit was both shocking and deeply upsetting.
On March 2, 2026, I visited the Cabazon store and purchased seven men's suits.
Since I was aware that the store would soon be closing, I specifically asked the staff at the register to confirm that the jacket and pants sizes matched for each suit.
After returning home, I discovered that one of the suits--a dark blue suit by Scotch & Soda--had a jacket size of 40R but pants size of 48R, which is obviously a completely mismatched set.
On March 4, 2026, I returned to the store to request an exchange for the correct size. I fully understand that the items were marked as FINAL SALE.
However, this was not a typical return situation. This was clearly a mismatched product, and I reasonably expected the store to correct the error by either providing the proper pants size or allowing an exchange for the same suit.
Instead, I was treated in an extremely rude and dismissive manner by the staffs, particularly by the manager, Rakesh, and another employee(or manager) whose behavior was even more aggressive.
They immediately insisted that because the item was final sale, nothing could be done, and they repeatedly told me that checking the sizes was entirely my responsibility.
The tone and attitude they displayed were confrontational and disrespectful.
I have shopped at OFF 5TH and Saks Fifth Avenue for decades and have never experienced such treatment.
Their behavior gave me the clear impression that because the store is closing soon, they simply did not care about providing any level of customer service.
To be completely honest, the situation also made me feel as though I was being treated with less respect because English is not my first language.
The dismissive attitude, the raised voices, and the refusal to even consider a reasonable solution were extremely upsetting.
Eventually, after a female staff member suggested that they simply check whether the correct pants size existed, I personally went to the rack and found the correct matching pants myself.
Only then did they reluctantly agree to exchange it. Even during this process, the manager warned me not to "yell" in the store, which I found completely inappropriate given the circumstances.
The entire experience left me feeling humiliated, disrespected, and deeply disappointed.
What should have been a final visit to a store I had supported for two decades turned into one of the worst retail experiences I have ever had.
For clarity, here are the details:
Purchase date: March 2, 2026
Exchange request date: March 4, 2026
Manager involved: Rakesh
Store Manager: Michael Dufresne
Location: Saks OFF 5TH - Cabazon, CA
After 20 years of being a loyal customer, I find it unacceptable that a simple and reasonable issue involving a mismatched suit set was handled in such an arrogant and disrespectful manner.
I sincerely hope Saks OFF 5TH takes this complaint seriously and addresses the behavior of the staff involved.
