ComplaintsforDillard's, Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a car seat order #*********, product was not received. They did not request that carried require a signature for such an expensive purchase and my package was stolen. I contacted the company and they told me that once it leaves their distribution center it is out of their hands and I am out of luck and out of almost $500 with no car seat for my infant. In other words the customer service representative told me I was out of luck. You would assume for expensive purchases more security measures are put into place for the customer to receive their product and not just a company who takes your money and washes their hands when things go the wrong way. Completely disappointing experience especially when it is something as important as an infant seat.

  Business response

  06/17/2024

  Dillard's does not require a signature, but once customers receive their tracking numbers they can take control of their delivery on the carrier’s website (USPS or FedEx). The customer can request a signature to be required.  You will need to dispute the charge with your bank.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order with Dillards on April 29, 2024. The order included 3 items: 2 pillows and 1 bra. I received a bra, a pillow, and a waffle maker. I contacted Dillards about the issue using their "site feedback" section on their website. We emailed back and forth on May 4th. They asked me order number and a description of the item I ordered and did not receive. After I told them about the item, I heard nothing. They did not email back Saturday afternoon or Sunday or Monday. On Tuesday, May 7th, I emailed them back to ask them what to do with the waffle maker and how I could get the pillow I ordered. They said that they were not able to assist me and I would need to contact customer service. I contacted customer service and explained what happened. She immediately told me that she could not guarantee that if I ordered the pillow that I would not receive another waffle maker. This let me know that she completely understood what happened. Then, she said that I would have to have my receipt to return the waffle maker that I did not order. Then, she said she would issue me a return label but it would cost me 9.99 and an additional amount of 14.99 I think. I told her I was going to file a complaint and she finally decided to look up my order number and, then, said she could send me a free return label.

  Business response

  05/09/2024

  We sincerely apologize for any inconvenience this has caused.  Would the customer like the Southern Living Leopard Linen & Cotton Bolster pillow or a refund? Let us know and we will work to get this resolved.  Also, there will be no need to return the waffle maker. 

  Customer response

  05/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would love to have the pillow not a refund. Thank you :)
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions. Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred. Please rectify this matter promptly. My account number is ************

  Business response

  03/26/2024

  All Dillard’s credit card accounts are owned and maintained by Wells Fargo Bank NA (“Wells Fargo”). We have forwarded your complaint to Wells Fargo. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed a order and didn’t receive the most expensive item from my order and they put a claim in and denied it and told me to dispute a charge instead of fixing the problem that didn’t have anything to do with the shipping company and I also don’t want to the dispute the whole charge when I only was missing one item

  Customer response

  03/05/2024

  My order number is ********* I ordered 3 items and I’m missing the handbag which is the most expensive item from my order 

  Business response

  03/07/2024

  The 3 items in the package weighed 3 lbs total. The other two items were children's clothing items that were less than a pound each. There is also a history of claiming non-receipt of orders for this email and delivery address. Dillard's will not be issuing a refund. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently placed a substantial order totaling $674.19 with Dillard's, anticipating the arrival of various items. Order number *********. The order was split into three separate deliveries, and unfortunately, the first two were significantly delayed due to unexpected snowstorms. Despite my patience during the initial delays, I grew increasingly frustrated as I received nothing in the mail. Attempts to contact customer support proved futile, as I received no assistance or information regarding the whereabouts of my packages. It was only today that the last package finally arrived, leaving me relieved yet exasperated by the overall experience. Having spent a significant amount of money, the ordeal has been disappointing and has left me questioning the reliability of the delivery process and customer support. This is super frustrating especially from someone who has been ordering from Dillards nearly 10 years and never had a single issue.

  Business response

  02/05/2024

  We understand that delivery delays do happen with the delivery carriers, and while we do apologize for any delivery issues you may have incurred, our records do show that your orders were as follows: Order placed on 01/22; pkg 1 delivered 01/23 - pkg 2 delivered 01/26 and pkg 3 delivered 01/30.  Since you received all items we will not be refunding your money.  

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased the Classic Brellah Mini Water Repellent Platform Booties on January 17th. The order number is *********. According to the tracking number my package was delivered on January 21st. But i have yet to receive my item. I looked at the picture on the tracking number and first off the picture is blurry you cant tell what where it was delivered to because of that and it doesn't even contain the address number within the blurry photo. Secondly i can tell thats not my house I dont have a mat in front my house. When i tried to get assistance from their customer service they opened a claim for me and after 24 hours they said, “Our records indicate the carrier confirmed the delivery was made to the correct location”. So they denied my claim. Where is the proof of this because that blurry picture indicates thats it was not delivered to the correct house and i still have yet to receive my item that i purchased. There is no proof that my item was delivered to my house. I haven’t received any contact from the carrier only from dillards email team which was no help. Now i am suffering and being told to “charge it back” but i can’t because i did it under my zip account and that would ruin my relationship with the company Zip if i did that. I never got the item that I spent my hard earned money on and its very upsetting. No wonder all these comments here are people NOT getting their items!

  Business response

  01/30/2024

  A refund in the amount of $100.88 has been processed

  Customer response

  01/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Vi ***

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the recent experience I had as a customer. My order (Order #*********) was shipped via FedEx (Tracking #************), and unfortunately, the delivery process was severely flawed as I never received my order. Customer Service Representative and Supervisor were unhelpful. They cited the mere fact that the package was delivered, dismissing the significant issue of it being delivered wrong. Despite my anticipation, I have yet to receive the package I ordered, and the response from your customer service team has only added to my frustration. The photo provided by them is inadequate, showing only the box without any useful information. This lack of detail has made it impossible for me to understand the situation or take appropriate action. Additionally, when I requested information from Dillard's about what they received from FedEx, my request was denied. This lack of transparency and cooperation only added to the frustration of an already disheartening situation. This entire ordeal has been one of the worst customer service encounters I have ever experienced. The refusal to acknowledge a clear error and rectify the situation has left me deeply disappointed. As a result, I have decided to cancel all pending orders with Dillard's, as I cannot continue to support a company with such a flawed delivery policy and unhelpful customer service. I hope this feedback prompts a reevaluation of your policies and procedures to prevent other customers from enduring similar issues in the future. Sincerely, ******

  Business response

  01/18/2024

  Refund for $243.75 has been issued

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I haven’t received one of the item in my order ********* which is UGG Mini Bailey Bow II Water-Resistant Booties - Color: Sage Blossom. I contacted Dillards and they said they submitted a claim and if it is approved they will provide refund. Few days later, they emailed back with the response “ Our records indicate the carrier confirmed the delivery was made to the correct location. At this time, we will be unable to process your request.“ I have never received any contact from the delivery carrier or see any claim result from them only an email from Dillards said so. I checked the tracking number which only saw a blurry pictures with bunch of boxes sitting at front door. No where you can see or prove Dillards packages were there and how many packages they sent. I wonder why most of the complaints here are about the delivery that people didn’t receive their package.

  Business response

  01/09/2024

  A refund of $184.02 has been processed to the customer.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order number is ********* I have been going back and forth with this company for over 2 months now over items that were delivered to my old address by mistake, as I had just moved. After being promised a refund in the beginning It was then followed up with collards has fulfilled their obligation, and to “file a dispute” with my bank for my money back. What company tells their customers this? I’ve explained several times I used Klarna the pay in 4 app and have no way to dispute. Klarna has also told me several times the merchant has to refund me in order for my money to be returned to me. Dillards refused to help I have such a bad taste in my mouth I’ve come to BBB as a last resort. They even refused to send the order back out to my correct address. At this point I want my money back and nothing else to do with the company.

  Business response

  10/03/2023

  Dillard's delivered the packages to the address provided by the customer and has proof of delivery.  Dillard's is not liable for packages once they leave Dillard's distribution center and are handed off to the carrier. The customer will need to dispute the charges with the payment source she used.

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The charge cannot be disputed it was done through klarna 
  Sincerely,
  
  *** ***** *******

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of white loafer from Dillards. They shipped timely and I even got a notification they were delivered at 7:00 pm (which was unusual as USPS does not deliver at this time to my building) and they were left "at or in the mailbox" which is inaccurate because a pair of shoes will not fit in a standard small mailbox in a highrise building. I checked with the staff and no one saw this deliver that night. I call Dillards to tell them the issue and they said they would open a case and send a replacement. OK, then a couple days later I receive an email saying that the case is closed and they will not send a replacement. So I call Dillards and an associate told me that all I can do is dispute the charge with the credit card company and there is nothing she or Dillards could do. I find this repulsive customer service, so in the end I received nothing and lost $100. Dillards is a dying concept and it is shown by the horrible customer service I received. If Dillards would have been more gracious and send me a replacement then I would not file a report but it needs to be known that they should use different and more reliable shipping methods, improve customer service and provide replacement products when in fact this package was clearly stolen. I would like a replacement of the product to resolve this issue. Otherwise I will blast this on BBB and social media.

  Business response

  09/15/2023

  We apologize for any inconvenience. A replacement order #********** has been processed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩