LEWISVILLE, TEXAS -- I got a shirt for my Birthday 3 days ago and it was too big. Went to Dillard's since the shirt had the tags. I was thinking that they will exchange and I could also shop and apply for the card etc. Three people in the Men's Dept. and nobody was able to either help me? All I was asking was for an even exchange. I was told "sorry, but we can't exchange with no receipt"? Are you kidding me?
I just told them, "it was a Birthday gift." You will think that they will find a way to help me but No. They could have easily exchanged it and even verify that my Birthday was a couple days ago with my Driver's License. I was not even asking for a refund was I? They lost a potential Customer without even becoming their Customer.
CINCINNATI, OHIO -- I bought an item at Cincinnati Kenwood Dillard's two weeks ago. The sale associate told me that I can return it within the 30 days at any Dillard's store if I am not satisfy with the item. I went to Cincinnati Eastgate Dillard's on Saturday to return it.
The duty manager ** told me that Eastgate Dillard's cannot return it because they don't sell this product. She told me I have to return it at Kenwood Dillard's where I originally purchased the item. I called the duty manager at Kenwood Dillard's in front of Karen and told Kenwood that Eastgate cannot return for me. Kenwood Dillard's said, according to the return policy, I should be able to return it at Eastgate. The duty manager ** was very rude and had no concern for customer service. In the end, I had to drove one hour to the Kenwood Dillard's to returned.
The manager at Kenwood was very nice and apologized for the inconvenience for me to drove the long distance. Both Dillard's stores have the same policy, but one provided good customer services, the other one provide bad customer services. Compare with Kenwood Dillard's, Macy's, and Nordstrom stores, the Eastgate is the worst store of them. I would like to drive one hour to shop at Kenwood town center rather than drive two minutes to shop at Eastgate Dillard's in the future.
GAINESVILLE, FLORIDA -- Dillard's treats customers poorly. I left the store very upset. Tried to exchange a bathrobe outside of return policy date. Item too itchy for me. Instead of satisfying my request they allowed me to walk away upset. I am a Dillard's card holder and longtime Dillard's customer. But no more. No respect for dissatisfied customers only their own pocket. This is a bad sign and could indicate the company could be having serious financial problems. This type of customer service causes it.
MAILORDER -- I placed an order with Dillard's and because I needed the shoes before Christmas, I paid extra for expedited shipping. I was told there would be no problem, that the shoes were in stock and would ship immediately. I received an email that the order was in process.
I checked the status the next day, and my order was still "in-process". I had to dig to find out that "in-process" meant that Dillard's did NOT have the shoes in stock. My supposedly expedited order was nothing more than a back order. I've made several attempts to contact them about this matter, but no one seems to be able to help. I will NEVER order from them again.
1600 CANTRELL ROAD, ARKANSAS -- I have recently visited the Oak Court store and to my surprise the Store Manager Mr. ** is no longer the store manager. I have been shopping at Dillard's since 1998. I have worked for Dillard's under Mr. **. He is a visionary and motivator. He is a hands-on manager. I have been to other Dillard's; have yet to meet or been greeted by the store managers. Mr. ** spread joy throughout Dillard's.
The key to a profitable store is a great leader. A great leader do not mind walking around the store and greeting the customers. A great leader will get dirty if needed and no job is too small. I have seen all of these distinguishing characteristics in Mr. **. Mr. ** was a GREAT ASSET to Dillard's Oak Court.
ARIZONA -- Normally I don't step foot in Dillard's. I don't see the point in spending $100 on a pair of jeans when I can spend a quarter of that at Kohl's. I don't care about brand names when it comes to clothes and shoes. However, there is one thing that I will spend money on and that's purses. Especially Coach purses.
I went to Dillard's today to look at their selection of Coach purses. I've had my current Coach purse for almost three years and would like to get something new. Their Coach purses are all displayed in glass cases. The sales associate was helping someone so I stood back and waited.
As I was waiting, another woman came up and stood next to me. When the associate was done with her customer, she asked the woman who arrived after me if she needed help. I said "excuse me but I was here first." The associate completely ignored me and continued to help the other woman. I repeated myself a little louder and again was ignored.
I noticed the other woman was wearing expensive clothes and had her hair and makeup done. I am wearing jeans, a t-shirt, and flip flops. I don't dress up unless I am at work or going out to a club or I'm going on a date. I don't want to jump to the assumption that I was ignored because of the way I was dressed, but I can't help but feel that's the reason the associate didn't help me. I left Dillard's and went to Macy's where a very helpful associate was happy to help me look at a few Coach purses. That's the last time I go near Dillard's.
ALPHARETTA, GEORGIA -- Needing a new suit after some years, I chose Dillard's because of a previous good experience some years ago. This time the salesman smelled of tobacco smoke, ignored my input as to style/color, offered me one suit, which was very nice, and avoided any attempt as to where on the racks my size would be. In the fitting room he made the appropriate markings for alterations and left, telling me to meet him at the checkout counter. Alterations would take at least a week.
After the financial transaction was complete, I told him I was looking for accessories to match the suit, and he told me to go to the shirt department and he would meet me there. A saleswoman said that Dillard's was offering a free dress shirt with every suit purchase, but she had another customer to take care of. My original salesman was already waiting on another customer at the time. After waiting some 20 minutes alone, we left.
When returning to pick up my suit, no employees were found in the Men's department. After looking around for 5 minutes or so, an employee arrived, reeking of cigarette smoke. He found my altered suit, but did not offer for me to try it on there, to see if it fit appropriately. At the cashier's counter he began to cover it with plastic, but I held him off. The suit jacket was wrinkled with the chalk lines still on the jacket. He went to press it up and returned some 10 minutes later, and gave me the suit, not even thanking me.
When I tried it on the next day, I found the sleeves about an inch too long. Nothing to do but wear the suit at the conference in which I was scheduled to speak. Nobody ever got to notice me cuff-links because the suit jacket cuffs reached the thumb of each hand.
I have yet to return to Dillard's to rectify this issue only because I'm waiting for my Rx of Valium to arrive. I DREAD returning, but not only will I never return to Dillard's after my problem is taken care of, but I promise to share this experience with everyone I get a chance to speak with regarding my experience. I have never been so poorly treated in of 50 years of buying clothing.
GLENDALE, ARIZONA -- Dillard's Investor's Relations by email, Saturday, 07.11.2009
Regarding: 7800 W Arrowhead Towne Center
Glendale, AZ 85308 623-979-1128
Today, Saturday, 07.11.09, I experienced extremely poor resolution for a transaction that resulted in lost revenue and consumer confidence for Dillard's.
At your Arrowhead Mall, Glendale, AZ location, I attempted to purchase a set of Oneida flatware, regularly priced $149, with 33% off, sale price around $99. I had great service with Monica. She escorted me to the register, asked me to slide my credit card, it didn't take, and so she asked me for it and slid it at the register itself. Then, the final sale price presented for me to sign on the electronic data capture screen was a whopping $164. I declined to sign and asked that the transaction be voided. She said she couldn't do that. She called over a young man, who didn't introduce himself and had no name tag. He explained I would have to sign for the wrong price. I declined to do that. I asked him to please void it. He said he couldn't. He called someone who apparently told him to tell me they would give me a store credit for the difference of the incorrect price and what I was supposed to pay at the sale price. Again, I declined to do that. Why would anyone sign their name to a charge they do not want to accept??
This young man was arrogant, with no apologies, unlike Monica, who was very sorry for the whole thing. I left, not signing...AND with an authorization on my card which the young would not lift for me with a simple phone call to American Express authorizations. I now have to wait 30 days for it to drop.
So, having shopped Dillard's for years in Texas...and just a few times now that I live in AZ...I can assure you, I won't enter this location EVER again.
I urge you to educate your personnel on how to void a charge transaction, lift authorizations AND most importantly, remember the quality of the customer experience directly impacts YOUR bottom line and your employee's jobs.
An apology from the rude young man would be appropriate; however, it is unlikely that will happen.
With regrets for shopping with you today,
Cc: Dillard's Arrowhead Store
ALBANY, GEORGIA -- I bought a Ralph Lauren poncho at the Dillard's in Albany, Georgia. I took it on a trip to Portland, Oregon, where it rained, rained, and rained. During my second day of the trip I wore the poncho to the Rose Parade, when it rained steadily for the better part of the parade. I was drenched through the poncho and soaked to the skin. I took the poncho, the original hang tags, and the original receipt to the Dillard's where I made my original purchase. This happened within 30 days of my purchase date, per the return policy. The associate refused to accept the return because she said the merchandise had been worn. I asked to have a manager called. When the manager on duty arrived, he also refused to accept the return. He claimed that the poncho was sold as a fashion item, and that it carried no label that marked it as waterproof. "Why," I asked, "would anyone who lives in South Georgia buy a poncho as a fashion item?!?" The manager had no reply to this other than to restate his original claim that the item had to be marked as waterproof. This experience has left a bitter taste in my mouth where all things Dillards are concerned. I no longer shop there. I get angry every time I see one of their stores--or even a logo. I would urge others to avoid them like the plague because they are focused only on selling merchandise (read: making money), not providing customer service, and certainly not honoring the terms of their written return policy when an item is defective.
BEACHWOOD, OHIO -- I was visiting a family member in Cleveland Ohio. We went to Dillard's dept. store to purchase a dress for the event that we were attending that evening. There was this customer service employee by the name of Kay that was being of service to us.
My cousin wanted to try on a beautiful dress and the lady had no problem at first until she noticed that there were four others that was with us. Two of which were her daughter, my daughter and my niece. She alerted security for no apparent reason ( I did not notice security until my cousin had mentioned that he was following us) at any rate, she was very rude and ignorant wanting to know what happened to the dress that my cousin had tried on. Now I did not know that prior to her asking about the dress, my cousin did not like the way she was acting so she politely took the dress to the shoe dept. so she can find the perfect shoes to match and to no longer have to deal with the rude employee.
I had asked the rude employee to hold a dress for me and she kindly did.
When I arrived back to her station to purchase the dress. She asked me where was the other dress and I didn't know what she was talking about until she mentioned my cousin. I politely told her that I was here to purchase the dress that I asked her to hold for me and she had this real nasty attitude (with a smile on her face) and to this day I still don't understand why she was so rude to me. I had noticed that the dress was a little wrinkled and I asked her if she could steam the wrinkles out. Sure enough with a lot of attitude she told me that it would be wasting her time because the dress was polyester and the wrinkles would still be in the dress. I also noticed that the belt that came with the dress was cracked and I asked if I could get a discount and she (once again with attitude) told me that they would not give me the discount and if I wanted the dress or not! I eventually got 10% off of the already marked down dress.
I really could not believe this lady was being terribly rude to me in front of my daughter and my niece. I asked if there was anyone else that would help me with the dress so she stormed off and said "I am not going to stand here and deal with this" I am stunned at how this woman was acting. I asked the other employee that came to help with the sale what her problem was and the much kinder sales clerk said that the woman was always like that and that a lot of the other employees did not like her. The store manager came over to me and my family and asked us "which one of you ladies used profanity at his employee" and we all were shocked that the woman went back and made up these ridiculous lies that she say we said to her. The manager was very rude and told us that they did not need our kind in his store and for us to please leave. Our kind...... that was a racist remark he made and security escorted us out of the store.
My first time in this store and this is the treatment I get. I am not going to stand for any one being rude like that in front of me or my children. I will never go to any other Dillard's dept. store again. The security guard told us that it was a crime to use profanity and told him that it was a crime to act racist.
Dillard's will never have to worry about me coming in there store again.