I worked for Dillard's as a pacesetter for 10 years and then left to accept a position elsewhere. After 5 years I went back to work at Dillard's and was shocked at Dillard's management style and how they treat their employees. There was little or no training - I was simply thrown on the sales floor. They over hire sales associates in all departments to prevent associates from selling their "required quotas" enabling them to cut the employees hourly wage as they are rarely able to maintain their quota.
Regardless of how aggressive I was on the sales floor I received 2 pay cuts (making barely above minimum wage) and was finally let go for not meeting my required quota. My "reviews" were random and I wasn't given the full designated length of time to improve my performance on the sales floor between review periods. During my review I was told that the associates would be rotated within the department to even out the sales as some areas were busier than others but that never happened. There was always a lot of tension on the floor as sales associates struggle/stress over making their quotas so as to not get a pay cut.
Associates in "special" departments such as the women's coach handbag department were given free rein over the area and were allowed to bully other associates and intercept sales in the department. Numerous complaints to the store management were met with deaf ears. I was told by the marketing manager at Northpark not to bother her or the store manager with issues within the department - they simply didn't have time or care - they had better things to do.
Dillard's forces their employees to quit or "terminates them for not making their quotas" so they won't have to pay unemployment which is very underhanded. If you must find retail work during this terrible economy go anywhere but Dillard's. I still plan to file unemployment as they set me up to fail.
GLENDALE, ARIZONA -- I purchased a bathing suit on July 2nd, and returned it on July 7th with the tags still on and never worn. I returned it because the bathing suits had gone on sale on July 5th for 40% off. I was told the policy was that I could not return it, and then rebuy it at the sale price because that was a price adjustment. I said "There is no price adjustment. I am returning the suit, and then will purchase a suit."
This went on for perhaps 10 minutes with a supervisor being called in. The supervisor said the suit had to go on the floor for 24 hours in order to be repurchased. I looked at her and said "So if another woman comes along in 5 minutes and wants to buy the suit you're going to tell her: 'No, sorry, you have to wait 24 hour to buy this'?" I got the sale price.
After many years of shopping at Dillard's, may I tell you how very disgusted and annoyed I was with the treatment/and or policy of the store. I waited a very long time to write this, three weeks, to see if I cooled down. I have but am still quite annoyed at the lack of respect shown to a customer, whether a new one or one of many years standing.
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 -- 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.
OKLAHOMA CITY, OKLAHOMA -- This is a letter that I mailed to Dillard's expressing my concerns with a recent experience over the phone: "I called your customer service line today August 31, 2007, to discuss two late fees that were charged to my account after I had paid my balance in FULL on July 26. I called to nicely dispute charges and ask for those charges to be removed promptly from my credit card. The first customer service rep was nice and tried to help the best she could. She transferred me to a manager who was immediately rude and very insincere. It's hard to remain calm and be a kind person when the person on the other line is immediately on the defense.
I paid $93.97 on July 26 to pay off my account like the responsible human being that I am. The manager stated that each of my bills is due the 22nd of each month. That is false. The date changes by a day or two with each statement. I was 3 days late on my payment. I have been a good customer with Dillard's credit for many years. I receive my bills from Dillard's online through my e-mail. If you all would not have been having ‘technical difficulties', I would have received a notice shortly after I paid my bill on the 26th of July that a late fee had been charged. I never received one and just recently received an e-mail informing me of the ‘technical difficulties'.
At that time I would have called, tried to make arrangements or pay the debt. When I received my bill on August 31, I logged into my account and immediately noticed that I was charged for two months of late fees totaling $36.00. I would really appreciate that this be cleared up. In the meantime I have closed my credit card account with your company and plan to no longer shop at your stores. I also plan to e-mail and express to all my friends and family what horrible service I received. It is customer service such as yours that gives big business a bad name and reputation.
TULSA, OKLAHOMA -- Went to Dillard's in Tulsa, OK. Purchased furniture due to a one year free interest Dillard's GE Credit Card. We have excellent credit. Score is high as can get. Got a letter from Dillard's GE credit card second month saying payment was late. No problems like that with any other credit card since mailed the payment off 10 days before date due. Then in two more months got a bill from GE saying they never got that months payment. Charged late fees and 28% interest charges. Never late on any other credit cards. Never had a payment sent off that they didn't get. This is a scam to charge late fees and high interest charges.
If you use Dillard's GE credit card then you best go to the closest Dillard's store to make your payments. We went ahead and had to take funds out of our saving account to pay off the furniture, because GE said once your late then they charge high interest rates until the balance is paid off. We paid it off at Muskogee, OK Dillard's.
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.
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 Dillard's 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.