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I just returned from the Dillards location in Glendale, Arizona - Arrowhead Mall. The interaction I had with a sales associate in the Women's formal dress department is the most humiliating I have experienced.
My husband and I have been shopping since February 7th, 2016 for various formalwear for a cruise we will be taking this coming weekend. Our cruise departs on March 13th, 2016.
Our first visit to this department was on February 7th, at which time we purchased a $358.00 gown. The same associate I dealt with today is also the associate who sold me the dress, she was very pleasant at the time of the purchase. I have made several dress purchases on-line since the purchase on 2-7-16. We have spent approximately $550.00 in dresses and another $100.00 in accessories.
My visit today was to return a dress I ordered on-line. The dress arrived last week. I tried on the dress and it did not fit properly - the top left shoulder of the dress would not lay flat. I placed the dress back in the plastic, back in the box and brought the boxed dress to the store today. The dress has been in the box since after I tried it on a week ago. I never expected the treatment I received today. It began with a wait at the counter before I was helped - two associates passed me by before acknowledging me, they saw I had an on-line box. I told the associate I needed to return the dress I ordered on-line and it was defective. I explained the defect to her, though she questioned it and could not see how it was defective. The associate (upper middle age, light brown, blonde hair, small in stature). The associate proceeded to throw the dress on her face and smell it - she did this several times right in front of me and stated she needed to call a manager. When the manager did not respond immediately, she threw the dress on her face again and proceeded to accuse me of wearing it - "it smells like it has been worn." The dress still had all the original tags. Her tone and facial expression, not to mention the lack of eye contact was humiliating. I very calmly, though I was very taken back, told her I had not worn the dress, it has been in the box since last week, it is for our cruise and we have not taken our cruise yet - we depart this Saturday. Still no response from a manager, so she proceeded to scan the invoice - still smelling the dress and questioning where the defect was - this went on for quite some time. She began the return (it was purchased with my Dillards card). A manager finally called and she stated she did not need them anymore, "I took care of it," she exclaimed in a very nasty tone. She then proceeded to process my return and gave me a receipt - did not make any eye contact and said, "Have fun." I had intended to look for another dress in the department to replace the one I returned, but after this event, I chose not to purchase anything, especially not from her. Thank goodness I met a pleasant associate at the make-up counter where I made another $100 purchase.
I have never been accused like this before and never felt so mistreated, a horrible experience.
I would like the store manager to contact me.


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