Dillard's Complaint - Returning Shoes
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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