Dillard's Customer Service Issues

I have been a loyal customer of this store, both in person and online, for many years. However, every time I go to check out, there is a lengthy process with the employee at the night clothes/underwear department. They frequently go back to double-check prices and scrutinize my bills for authenticity. Moreover, security from the West Gate Mall has even followed me around while I shop. While I don't want to assume it's because of my age or ethnicity, being consistently treated this way makes me wonder. Despite being a hardworking individual who just wants to enjoy shopping, I feel unfairly singled out and scrutinized. This constant profiling is making me reevaluate whether I want to continue supporting this store.

Over the weekend, while in Shawnee, Oklahoma, I made an item purchase that unfortunately did not meet my needs. When I returned home to Norman, Oklahoma, I attempted to return the item, but was informed at the store that their return policy only allowed for 3 days, and it was already past 30 days. Given that I was only able to return the item on a Monday due to my travel schedule, this was unexpected. The store provided me with a Dillard’s Card instead of returning the amount to my debit card, which is inconvenient for me. I am unsure of the best way to proceed to have the funds returned to my account and am frustrated by the situation, especially since the refund amount differed due to tax variations between Shawnee and Norman. -Karen S.

I visited Dillards in Waterloo, IA to purchase snow boots. I encountered two employees behind the counter who didn't offer assistance promptly. When I brought two different boots to the counter, they couldn't decide who would assist me. Eventually, a young man got the boots in my size but only handed me one before leaving. As more customers arrived, the woman at the counter kept stating it wasn't her department and called for backup. Unfortunately, they didn't have my size in either boot, which was also the case for another customer trying on shoes. I prefer shopping in-store to try items on and had a gift card to use, but if my size isn't available, I'm left disappointed. It would greatly improve the shopping experience if Dillards had more sizes in stock and more helpful staff available.

The store in Columbia, MO was a disappointing experience. After struggling to find help in the children's department, I approached a staff member in the home goods section to page for assistance. Unfortunately, nobody arrived. Eventually, after seeking a manager, I was met by a cosmetics manager who was kind but uninformed. When the employee from the children's department finally appeared, they were also unable to assist me with what I was looking for. After reaching out to the manager named Tiffany, all I received was a vague promise to address the issue. This lack of assistance was frustrating, especially considering I was there to make a purchase. The incident on December 13 highlighted the store's issues, with empty parking spots nearby. This experience made me appreciate efficient online shopping options like Amazon. Additionally, the service at Walmart stood out positively in comparison. It's a shame that some physical stores struggle due to poor customer service.

I purchased a Louis Vuitton purse at the UTC mall for Christmas. I was informed it couldn't be returned and inquired about other inventory. I was told there weren't any. I ended up buying the display one. Upon opening the gift, my wife thought it was used. This information was not disclosed during the purchase, and we feel misled. When addressing this with the store manager, he mentioned no prior complaints. I inquired about Dillard's selling other "used" products, but received no clear response. Despite liking the product design, I am hoping Dillard's can provide us with a new item, in alignment with the store's image.

I purchased a Dooney purse for my sister as a gift, presenting it with the original bag and tissue paper. Unfortunately, my sister did not like it, so my mother attempted to exchange it at Dillard's. The cashier initially mentioned a gift card but later denied the exchange due to alleged damage. I bought the purse on 7/10/19 and gave it on 7/14/19. Despite not being used, the manager only allowed the exchange on 7/16/19, insisting it was the final decision. Confusion arose as the cashier at the time of purchase had indicated the possibility of an exchange. I questioned the manager's one-day exchange policy and refused a gift card after inconsistency with my mother's experience. Despite having all receipts and proof of purchase, the manager could not justify the strict exchange deadline. If there is a specific policy in place, it was not clearly communicated or enforceable in this situation. Thank you, Angela

I returned some clothes for my wife, opting to have the refund added to a gift card. Earlier, I had returned an item in the men's department and received a gift card for that. When the cashier totaled the women's clothes return, she asked if I wanted it on the same gift card. I agreed. She mentioned the balance was [redacted].79 and said she would add another [redacted].00 to it. Later, my wife tried to shop online using the gift card for a purchase of [redacted].68. The transaction went through, but the remaining balance was only [redacted].74, indicating there was only [redacted].94 on the gift card. This was incorrect. The correct amount that should have been on the gift card was [redacted].79.

I wanted to express my gratitude to Dennis and Anna for their help in replacing my lost gift card. Dennis spoke with me over the phone on 12/16/21 and took the necessary steps by reaching out to accounting, considering the receipt was with the lost card. The following day, I met Anna at the store. Although she hadn't received a response from accounting, she promised to update me as soon as she had news. Shortly after leaving, Anna called me to inform me that she had received a response and would be issuing me a new gift card. This experience showed me that good customer service is still alive and well. Please pass on my appreciation for a job well done.

I returned two pairs of Uggs recently and needed a refund. Due to a fraudulent charge, I no longer have the same debit card. Initially, a manager named Anthony suggested I could receive a gift card and exchange it for cash at customer service. However, when I tried to do this, another manager refused to honor the agreement and insisted on store credit only. Despite multiple attempts to communicate with customer service over the phone and speaking with the unhelpful manager repeatedly, the issue remained unresolved. After an hour of waiting, I mentioned that I only had my teenage son's Bank of America card, which the manager agreed to use for the refund. The whole process was needlessly complicated and frustrating. It is concerning that there was such a lack of consistency and professionalism among the managers. If one manager promises a cash refund, it should be honored without making excuses.

I bought a blouse and a robe from Dillard's in November for Christmas. Unfortunately, my husband and I got sick with covid right after Christmas, and he ended up with pneumonia. Today is the first time I could go out, and I tried to return them as they were too big. I was told they were purchased over 30 days ago and couldn't be returned. This policy seems harsh, as even if I tried to return them the day after Christmas, it would have been over 30 days. I had the receipt for the blouse, and they could look up the robe receipt. I hope someone can assist me with this. -Diane P. [redacted]