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Falsley Accused of Theft
Posted by Consumerwithacomplaint on 07/29/2012
I went into a Dillard's Department Store to purchase a new outfit for a work event and during the walk from the car to the door, I had to make a mad dash through a summer downpour (the kind that pops up out of nowhere). I used my purse to cover my head and when I entered the store, I asked a sales associate for a shopping bag to place my wet purse in.

I walked around and found some items to try on, and put back the items that didn't fit. They were having a sale so I selected a few more items on impulse since they were a good price. I know how the sales at the store works, where the associates get credit for the purchases they ring up. Since the first associate was so nice to me by helping me out with my wet bag, I planned to give her all of my sales. I also have worked in retail before and understand how LP operations work, and the legalities of it.

I selected items from different areas of the women's department, and had probably 8-10 items. After encountering some pushy sales people that kept trying to take my items and "hold" at their register, I used the shopping bag to carry the selections with me, rather than have an armful of clothing that was hard to carry. I removed my purse from the bag before I did this.

On my way to the pajama department, not anywhere even near the exit, I was stopped by 3 very young associates, that said I had to come with them. I asked why, and they very blatantly accused me of shoplifting. I asked them, how could I have stolen anything, I haven't even left the store, and it's difficult to navigate shopping without something to aid in carrying purchases. "where did you get that bag?" "From one of your associates, to hold my wet purse when I came in" I offered my wet purse to them to feel. They kept insisting for me to follow them, and I refused.

I said that I have no intention of taking their things, and explained that I wanted to credit the associate that offered me the bag since she was very helpful. I handed the girl my shopping bag and said if you want to take it to the lady that I got the bag from, I'll leave it there until I find some pajamas. They still insisted that I was shoplifting, and since I really wasn't I refused to comply to their demands.

Their threats were very loud and embarrasssing to me in front of other customers, and they didn't even listen to the explanation without jumping to conclusions. When they asked the associate that gave me the bag, she said that she did, and I looked at her and said "You can thank your co-workers for losing a $300 sale for you. I appreciate your help, but I'm not going to purchase these items".

I turned and left, and one of the other associates attempted to block my way with her hands. I promptly pointed at her and said calmly, "you are not allowed to touch me, and if you prevent me from leaving, I will have a talk with your manager that I was falsely detained, and my attorney will be following up." Indignantly, the first girls sputtered, "well...don't ever come back here!" I said "I haven't signed anything stating that I am trespassing nor banned from this location, so I'm free to come back and shop if I want to, not that I will after this episode."

I think the stores poorly train their associates and while I understand and respect their rights to prevent theft, they could use a little more judgment when it comes to who they accuse, and the methods they take when confronting a suspected shoplifter. I will be sharing this story across many internet consumer complaint boards, as I feel they are a company that could use a little change, especially in the pushy sales associates.

I understand they only make a very low wage, and their salary is based on the volume of sales, regardless of the amount of customers willing to purchase or the economic environment, hence the pushy sales and nearly ripping items out of your hands as soon as you touch it. I hope they change something, because their products are nice, but I can find comparable items elsewhere.

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Posted by clutzycook on 2012-07-29:
I didn't think that store associates were allowed to confront shoplifters, but perhaps it depends on the store.

You have to admit though, no matter how innocent the intention, putting items that you had not paid for yet into a shopping bag does look a bit sketchy.
Posted by FoDaddy19 on 2012-07-29:
I'm afraid I think the sales associates did the right thing. It does look *very* suspicious to see a customer stuffing goods in a bag that normally you don't get until you've bought something. With that said, the matter should've been handled with more discrestion. Also they don't need you sign anything to keep you from coming back to the store
Posted by trmn8r on 2012-07-29:
If you were using a shopping bag to transport items around the store, which you say that you were, I can imagine someone viewing a security camera having a seizure, and sending someone to question you about what is going on. As clutzy suggests, store associates may not normally do that.

As for an employee saying "do not come back," stores can ban shoppers.

I agree that salespeople being pushy about sales and trying to get you to purchase at their register is a lousy setup - I would find shopping in that environment uncomfortable.
Posted by JISCal2 on 2012-07-29:
I thought the same thing clutzy. I learned on this site that if the items are concealed the shopper can be stopped. When I worked retail no one was stopped until after they had exited the store. Theft is a serious issue for retail businesses and while this customer says they had no intention of shoplifting, the actions taken don't look good. Common sense on both customers and the business should prevail.
Posted by bob932304 on 2012-07-29:
Even if it looks like you are trying to shoplift that is enough to accuse you of it, while never leaving the store. I don't think associates should be the one stopping suspected shoplifters, that should be the store detective or the police.
Posted by spiderman2 on 2012-07-29:
Here is my question. If you put your wet purse in the shopping bag and then took it out and put their merchandise in it, wouldn't the inside of the bag be wet? Why would you put items in a wet shopping bag? That doesn't even make sense to me. You don't put items you didn't purchase in a shopping bag, your intentions will not be interpreted as harmless. Also, you do not have to sign anything for a store to ban you from the premises. All they have to do is send you a letter stating you are not to be there, you don't have to agree to it. Now, they don't have your name and address so they aren't going to send you anything, but if you go back, be prepared to be asked to leave. You do not have a right to shop there if they do not want you on their premise.
Posted by Nohandle on 2012-07-29:
In a few stores some *associates* are in fact with loss prevention. The idea obviously is to blend in as a regular employee. Are they expected to walk around with a vest designating LP on the back? I wouldn't think so anymore than if I was with LP walking around in street clothes.

I honestly think laws vary from state to state. A long time ago an individual had to actually leave a store with unpaid for merchandise before they could be apprehended/approached. I think now in a lot of states concealing merchandise within a store can be grounds for being stopped. I want a pair of earrings and just decide to drop them in my purse or a bag I already had and pay on the pay out. I don't think that would work in most cases.

All I can say on this review is although the intentions seemed to be good I would have never done it. There's no way I would have put items into a bag no matter how inconvenient they might be to carry. Food for thought: You are a shopper and observe someone placing items into a bag they already have. What would you think?
Posted by Amy on 2012-07-29:
Shopping carts or baskets are what you use to put items in while you shop, not a shopping bag given to you by a clerk. Anyone seeing you do this would normally assume you to be shoplifting.
Posted by GenuineNerd on 2012-07-29:
Problem is, putting the items in a shopping bag does constitute shoplifting to some store personnel and security. Being a full-service department store, perhaps instead of putting the items in the shopping bag, they should have been left at the counter until you were ready to purchase. Although the OP intended to pay for the items, putting them in the shopping bag is wrong. I know that department stores don't offer shopping carts, but some stores (Kohl's is one) offers totes or baskets for in-store use. When no carts, baskets, or totes are available, the items should have been left at the counter until they're paid for.
Posted by Susan on 2012-07-29:
Makes perfect sense to me that the LP staff stopped you and you were wrong to put items you hadn't yet paid for into an empty shopping bag. Put yourself in their place and think about it long and hard before calling your attorney.
Posted by CowboyFan on 2012-07-30:
In Florida, concealing a product constitutes shoplifting, regardless of whether you have left the store. When the OP put the products in the bag, she concealed their presence, which in any state looks like shoplifting. It was proper for the clerks to stop her.

This idea that the clerks cannot touch her, is also questionable. In Florida, if a shoplifting physically resists a security guard/clerk, it is no longer shoplifting, but robbery - a serious felony. (It is the equivalent of grabbing a bank bag from a woman and struggling to get it and leave.) The OP was lucky that she did not face more charges, and that the store was nice enough to let her leave without filing charges.
Posted by SteveWiginowski on 2012-07-30:
Spiderman, I was thinking the same thing. Since the purse was still wet when it was out of the bag, I can only imagine how wet inside the shopping bag must now have been.

It sounds like there were circumstances that lead the staff to believe you were stealing, so they attempted to take appropriet actions. It's difficult for an employee to just let someone continue if customer says that they weren't trying to steal, because I'd be surprised if someone admitted that it's what they were trying to do, but rather they'd say that they were going to buy the items.
Posted by Josmo on 2013-02-10:
In our local Dillard's they have large reusable fabricy material bags that are used for carrying to-be-purchased items that you purchase at the register. Perhaps it was one of those?
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Returning Shoes
Posted by Tops on 08/03/2008
MESA -- I purchased two pairs of shoes from Dillard's on 7-12-2008. One were a pair of Naturalizer's dress heels and the other a pair Born sandals. I wore the dress shoes to Church on 07-13-2008. I showed both pairs of my new shoes to my sisters later that week when it was brought to my attention that the top of one shoe on the bottom had a split. I too have a job and my weekends are usually filled. I took the shoes back to Dillard's on 08-02-2008 and explained what happened and asked for store credit.

The shoe department manager immediately became defensive and stated "We do not give refunds on used merchandise." I did not ask for a refund and also stated I would not be returning the shoes if the bottom wasn't damaged. She insisted Dillard's did not sell defected product and I should have looked at the shoes more carefully. I let her know that I didn't have a reason to expect the shoe to have the rubber on the bottom split the first and only time I wore them. This went back and forth for a few minutes when I realized I needed to speak with someone other than her and also realized I had the wrong receipt. I asked the girl(I did not know she was the manager at the time) if she could look up my receipt by my debit card.

She stated there was not a program set up in the computer to check for my receipt. I took my merchandise and told her I would be back. I went back to the store the next day 08-03-2008, and talked to a different manager. Again I explained what happen. She immediately took the same stance. Words were exchanged and I asked to speak to some one else. I told her I was prepared to talk to the Corporate office if necessary. She actually asked me " What is the real reason you want to return the shoes? "They don't fit?" I just asked for my money. I know longer wanted store credit. I let her know that I also work in service, and have done so for the last ten years. I also let her know that I am a Retired US Navy Veteran that served this Country for 20 years.The shoes cost $49.00 that Dillard's could write off at the end of the year, however I can't. I also let her know I am not prepared to take the loss. I pointed out the fact that I had on a pair of $17.00 shoes I have worn for three years and all of the rubber is still in tack.

I was finally given the money back on my debit card without the manager using the receipt or debit card. Seems there was a program in place to pull up my receipt. Imagine that!!! I wrote an in store complaint. The manager came over and apologized and this is the kicker, she found that the heels in the shoes were bent and agreed the shoes were defective. I have shopped at Dillard's when they were called Diamond's. I'm still heated and not sure if I will continue to be a customer. I do know I will not spend another dime in Dillard's at the Fiesta Mall in Mesa AZ.

The sub-category will not allow me to enter in Customer Service as more complaint.

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Posted by NickL11354 on 2008-08-04:
I believe this. These days stores are taking this tough stance on returns and want to make it like you are just one step above some type of criminal by wanting to return something

If the shoes were defective or fell apart after one wearing, that is not normal wear.

If you paid with a credit card, you can dispute the charge due to poor merchandise -- look at the back of your credit card statement. Also American Express has something called return protection.

Stores think they are protecting themselves by being strict on returns, but it is just the opposite. Look at the results coming from Target, Express, The Gap.
Posted by yoke on 2008-08-04:
Were you offered another pair of the same shoe or did you want your money back?
Posted by Anonymous on 2008-08-04:
Hey, my friend works at that location
Posted by Ponie on 2008-08-04:
'I also let her know that I am a Retired US Navy Veteran that served this Country for 20 years.' Although I agree you certainly received less than stellar treatment, what does that remark have to add to your reason for requesting a refund or exchange? I don't feel 'piling on' reinforces your complaint in any way. The facts as stated were enough.
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Credit Card Service
Posted by MKA8807 on 09/19/2007
GASTONIA, NORTH CAROLINA -- I have had my Dillard's card now for 2 months. About a month ago I called to ask if I had any type of payment due on my account (I never received a statement and still to this day never have). At that time the lady I spoke with told me that there had been a statement mailed to me and that my payment was 2 days late. After explaining to her that I never received anything in the mail she walked me through setting up an online account so I would have the information at all times. I made the payment and she told me that she was noting my account so that if my next statement had a late fee from this I could call back and have it taken care of. Well sure enough my next statement had more than one fee charged to it and put me over my credit limit so now I had over the limit fees also. I called today to discuss the charges and the supervisor I spoke with was very rude and said that she would not remove any charges and there was no evidence that what I was saying was true. She had to name of the lady I talked to the time before and would not ask her about it or tell me her name. I asked why I would have been told that the charges could be removed if they couldn't and all she would say is there is nothing that I can do, I will not remove any of the charges. I WILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN! Not only will I not charge anything, I will never shop at Dillard's again period.
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Posted by MRM on 2007-09-19:
Speaking of credit cards, I would like to offer some advice on credit cards:
► Carry one credit card in wallet/purse.
► With that one card you always carry around with you, scratch out the security code on the back of the card and scratch out 4 numbers on the front so that the thief cannot copy the numbers. All you need is the magnetic strip to purchase goods at merchants. If you need to make purchase online or via telephone, get a second card and leave that card at home and use that for online purchases. **Leave the 2nd card unscratch as it stays at home.
► Frequently check your statements online for any fraudulent activities.
Posted by Anonymous on 2007-09-19:
MRM... you said this ea4rlier, but I cant get the part about scratching numbers off the front. Every card I have is embossed, you couldn't remove a number without making a hole clear through the card. Is this what you mean?
Posted by MRM on 2007-09-19:
Ken, I used a dremel tool to scratch off the numbers. Scratch off four numbers on the front, not all of them and also scratch off the security code on the back.
Posted by Anonymous on 2007-09-19:
MRM: I like your advice.
Posted by dokelz on 2008-12-28:
I was shopping at the Dillards/Sierra Summit, Reno NV. This employee dont even wanna help us, you have to chase her so she can come and help me out. And everytime she tries to ring an item for me she just always says that whatever the price in there will be final. So, I did tried her to do a ring check on 1 of the watches, and she was wrong, so I did ask her about the other watch, and she's positive that it's a final prize, that everyone asked her about the prize for that watch all day, but I insist! So, when she did a ring check , it was additional 50% off. Dang! maybe those watches should be gone now, if she just told those earlier customer the correct prize. The thing is she dont wanna have an effort of check these on the register. The other complain I have to make, is that she assume and told me that my Dillards card are max out already, and the purchase that I'm trying to buy it wont go through.So I have to give her another card, & she said the same thing that my card is not working, for the second time. So I did asked her to start all over again and restart, and guess what???? There's nothing wrong w/my card. And she was really concentrating with the other customer, whose a male. I felt like is it because I'm Asian? So, shes' treating me these way? These is not right, I can open a case for DESCRIMINATION! I dont really do this, even I"m not satisfied with the service. But the way she treated today is not correct......and I wont let it pass by....Here's her registration#210367292.
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Dillard's Sucks!
Posted by Myadv101 on 04/06/2014
SAN ANTONIO, TEXAS -- Considering to work for Dillard's? I urge you to do your due diligence and find out the truth about working for Dillard's, make your own informed decision.

It is a very hostile environment with a revolving door. This company operates solely on sales and opening credit apps that is it. There is no customer service. Its all about sell sell sell. Managers are phony and have their special associates. You will hear all the time how they are a team, like family and how they help each other out. Yeah right, team my ass. I am an Ex Employee of Dillard's as of 2014. The starting pay was $10/per hour which is what entices most people to apply. Training sucks. They basically teach you how to ring someone up and then throw you out on the floor. Once you graduate you are then assigned an area whether it be home, juniors, etc. and your hourly rate went up to $11/per hour.

Every week your are responsible for markdowns and moving that merchandise to a sale rack. Then new merchandise comes in and you are responsible for putting it out or I should say cramming it on a 4 way or hook etc. because it has to be put out. You are required to make your Daily SPH quota. This can be very tough specially during the weekdays when the store is dead. They want you to sell full price items and you are required to open 1 credit app. per every 40 hours you work. Making over your daily SPH does not carry over to the next day, but not making your SPH sure does. They set you up for failure. The more sales you make the higher your SPH goes. Returns count against you period. Based on the area that I worked in there were 9 of us total. There would be 3 or more of us on the sales floor on any given day.

The sales associates will steal other associates sales in order to make their quotas right up to literally pushing you out of the way. I saw it happen with my own eyes...no joke. If you do not meet your SPH goals they will terminate you and replace you. In my case after they terminated me they had the nerve to ask if I wanted to complete my shift...smh really?! If you make it through it and they terminate you, you can collect unemployment.

My advice find somewhere else to work you will be glad you did and much happier in the end.

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Manager Obnoxious/pushy to Buy Something. Im Not Trying Be Mean!
Posted by Kmichele.peterson on 03/26/2014
LEXINGTON, KENTUCKY -- I am assuming this lady is a manager because she was very obnoxious, loud, way over bearing, PUSHY, and very annoying. Her description was a white female, big fully figured, kinda of tall, long brown straight hair down her back, approx. 21-30 in age, bright red lip stick, dark thick black liquid eye liner on top, and was working during the day. Soon as me and my children walked in the Michael kors handbag area, I looked down to look at a price tag on 1 handbag and she yelled while walking fast towards me, "oh that's a great bag, I love that bag, I'll take it off the rack so you can try it on. All while grabbing the bag I was looking at trying to take it off the rack, and talking very loud, and acting like a desperate pest. I said no thank you I am just looking.

She then said OK, well I'm going to unhook it so you can try it on. I said no, cause I'm just looking thank you. Then she preceded to follow me to each hand bag, and I told her ma'am I'm just looking today thank you. So then I went and picked up one of the green Michael kors bags, I had my back turned towards the purse, and as soon as I when to reach for it, here comes her loud, obnoxious, annoying, rude, not listening, trying to make a sells ass comes from behind me and snatches the handbags out of my hand and try to hurry real quick and unlock it. I was like no thank you I am just looking around today with my children and I am not buying anything today. So then she looked pissed, walked away then few minutes later I told her I think I found a colorful purse I like in fossil, which is all I usually carry, and she looked at me and turned her head and kept walking. I guess what kind f commission can she make on a $79.00 handbag versus a $398 handbag. Well I just ignored it cause I was with my kids so then I found a brahim handbag liked and I handed it to another girl to ring me up like 15 -30 minutes later, and she runs out from no where like a wilderbeast and snatches the handbag out of her hand and starts to rung it up. I told her no thank you, I do not want it because she would get the commission and the way she treated me I wasn't buying nothing from her.

Then when I was leaving I was watching her and she went and snatched some else out of another Co workers hand like they were a dummy and the Co workers wasn't saying nothing, that's what makes me think she was a manager, cause she was walking all over customers and employees. And then 2 more sets of customers was looking and she started acting like that with them. And they was looking at her like she was crazy and I was just staring like I can not believe this. Trust me...this is so much far worse than what I am making it. If I had a video camera I would have recorded her and she would be on the TV show called ridiculous. Hardly no one be in there when I go and the people who are in there don't want to buy nothing cause she's too rowdy and nerve racking. If they do buy something it is because thy felt obligated against their free will to look and not buy. She must be desperate for commission. I don't want to go back in there because she harasses you. They all try to sell you something I understand that but she goes past her means and personal space to try and make a sell which actually makes a customer not want to buy something and uncomfortable to come back. I know she acts like that all the time cause I was in there along time ago and she was doing the same thing. But this was it or me.

And I'd put $ on it that's why hardly nobody's in there shopping or LOOKING because of her and I'd put $ on it that she does every body like this. I love Dillard's but I will bypass Michael kors and go to fragrances and watches where the nice black lady works or to shoes where the nice older gentlemen work. Now there's a little gay guy that works in there and a few blondes, their sweethearts and approach you in a pleasant way and ask you...would you like to try that handbag on? And if I say no, they say OK, well its a very nice bag in our new collection and if you would like to look at it my name is so in so. Then they get off your ass...after doing their job. Now thy make me want to buy something. But that other lady needs to work at a prison or go to the army or something. Oh, I bet that's why those sweet nonpushy but helpful like ole' ladies down at Coach stay on that end only.
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My Christmas Order Was Placed Dec. 9th, It Arrived Dec 30th
Posted by AVAHOWELL on 02/05/2014
I placed an order online December 9, 2012 . I kept calling after Dec 13th Thu Dec 24th telling them I wanted my order by Christmas . Was told "sure you will get it" never did get until Dec 30th, 21 days to send 3-shirts, 3-t-shirts & 3-pks of underwear.
They have awful customer service,
hope they go broke!!
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Dillards Listed a Lemongrass Cookie Jar on Their Web Site on Sunday for $22. Now Canceling Orders Because They Made a Mistake
Posted by Billbonniecov on 01/21/2014
INTERNET SITE, OHIO -- I went on Dillards web site Sunday morning because the Fiestaware group that I belong to said they were having a great sale at the stores 50% off the cookie jars. Their store is 2 hours from my house so I was hoping that they would be on sale on line. They had the Lemongrass cookie jar marked $22 so I ordered one thinking it was a great deal. Now they are saying it was all a mistake and that they were canceling the orders that they no longer had the cookie jars at all. I think they should have delivered on the orders because they left the mistake on the web site for more than 24 hours even after they were made aware that it was there.
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Posted by FoDaddy19 on 2014-01-21:
Companies make pricing mistakes all the time, I can think of at least three occasions in the past two years, that I've found a killer deal on various items, and ordered the items on line only to get an email a few hours later saying that there had been a pricing error and the order was canceled. Usually there's a disclaimer on every site mentioning something to the effect they aren't responsible for pricing errors, which is a cop out IMHO.

For what it's worth, much of the time a company's brick and mortar stores and their web stores are considered separate entities and don't always have the same prices.
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Posted by Alexia1345 on 01/03/2014
ALTAMONTE/OVIEDO, FLORIDA -- I ordered a pair of Gianni Ninni shoes on Dec.23 to wear in a new years party. On Dec 29 I received an email saying that my order was canceled. I understand that things happens and there is a possibility that don't have my size etc, but why they have to wait to the last minute to tell me that they don't have my size??? Why the ordered the shoes if they knew my shoe size was not available?
I am really disappointed with Dillard online system. I couldn't find any shoes that could go with my dress. When I told the sells person that I wanted my money back in my credit card she told me that the order was never processed.
If you don't want have a bitter experience with Dillards online order, don't buy only buy at Macys the online system are great I have ordered only with out any problem

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Horrible Customer Service, Will Not Be Back Again
Posted by Maybelbeltran on 12/25/2013
Worst customer service I have ever received from any store. I was waiting there for someone to help me, but the associates were too busy speaking to one another, eating at the counters, and playing on their phones. I also did not receive any greetings or a service with a smile, nor was I offered any help. Will not be back again. Very disappointed that management does nothing about this.
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Damaged Return Handbag Denied
Posted by Claudiaanderson50 on 11/26/2013
MALL OF LOUISIANA, BATON ROUGE, LOUISIANA -- I purchased a Brahmin Handbag on 10/26/13, 6 days later I tried to return it because the zipper had a defect in it. I had my receipt and tag and I was told no they couldn't take it because it was used. I have always bought my name brand handbags from Dillards and have been a cardholder since 1989 (24 yrs.) but after this experience I don't plan to use my card again. I see customers return items being worn etc. all the time. I was told to send the handbag back myself.
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