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Business Profile

Department Stores

Dillard's, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

This profile includes complaints for Dillard's, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Dillard's, Inc. has 169 locations, listed below.

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    Customer Complaints Summary

    • 218 total complaints in the last 3 years.
    • 98 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out regarding order #*********. I returned the shoes associated with this order to Dillard's on January 2, 2025. The USPS return tracking number is **********************************, and records indicate the return was delivered on January 8, 2025. Since then, I have contacted your customer service team twice to inquire about the status of my refund. On both occasions, I was assured the matter would be resolved, but no action has been taken, and several weeks have now passed. I would appreciate it if you could look into this matter promptly and provide an update on the status of my refund.

      Business Response

      Date: 01/29/2025

      We contacted the USPS to get information on the return. The USPS stated " This package was not addressed to Dillards. It was addressed to another business on ****** Dr ******** AR *****. Package was delivered correctly as it was addressed."

      This return label was manipulated and we did not receive this return. The customer originally tried to claim non-receipt of goods and we denied the claim, then the customer located the package and a return was initiated. We are denying this customer's claim, and future purchases may be made in-store only.

    • Initial Complaint

      Date:01/17/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a order for my sons birthday from dillards on 1/05/2025 and at first it was delayed due to weather then i received confirmation my order was delivered so after getting home i checked mailbox, porch and with neighbors and still can't be located. I reached out to dillards and they decided to tell me it is not their responsibility and they will not be taking any further action. This is not only is my sons package missing but now I still have to pay for something that has obviously been stolen or lost ... do not shop with dillards they're not professional at all and do not care about their customers.

      Business Response

      Date: 01/17/2025

      This order is this customer's 2nd claim of non-receipt. The first order (#*********) was a claim of non-receipt and we issued a courtesy refund.  Dillard's has proof of delivery so we will not be issuing a refund for this order.

    • Initial Complaint

      Date:01/10/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I order from Dillard. com on December 24 2024 I order two coach pocketbook my order total over 685.31 which 40 dollar was taxes. They marked delivered on 12/28/2024 also extra for two day shipping. I went down the to my porch to get my package. It was not there ask around look around couldn't locate it. Still can't locate it. They did delivered photo I couldn't make my apartment the driver took a photo from the end of driveway. It was all blurry. They promise me refund more then once never got it. They still want to investigate more. The company is awful terrible customer service. Also looking back at my tracking my order was shipped and then canceled for both items. I want refund I never got this.

      Business Response

      Date: 01/13/2025

      Geolocation of delivery confirms delivery was made to the correct location.  If you feel it was stolen you will need to dispute the charges with your bank.

      Customer Answer

      Date: 01/13/2025


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:12/20/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two cosmetic purchases on November 8th, both of which after sitting in my car for two weeks, I decided I didn't actually want. After inspecting the items further, I noticed the mascara set that was sold with a makeup bag did not have any contents inside the bag. This made me want to return my purchase even more so since I had paid for something at the counter I didn't receive. Since the nearest Dillards is in the next city over and I was leaving on a business trip with work, I decided to call and request information about returning these products to the warehouse via mail in order to meet the 30 day return policy. I was told this would be no issue and I went through the process of logging my purchase and acquiring a label. My husband mailed the package for me. After thinking the package was lost in the mail because it had no delivery scan at the warehouse, it suddenly showed back up on my doorstep. All proofs of purchase labels had been removed from the cosmetic boxes and the lipstick was actually open and loose inside the shipping container, which wasn't the same one I mailed the return in to the warehouse. My products had been tampered with and a note was inside the box indicating that the items were refused for return because they were not in new or original condition. This is not the case- they are new. After speaking with Evon and many other levels of management and made out to be a complete criminal for simply wanting to return unused items that I feel were overpriced, I still have not been allowed to return. They have destroyed my proof of purchase labels and kept my receipt that I mailed in with the items, so now, while the store would be willing to help me since I am back from my trip, I have no proof of purchase or receipt and now it's outside the 30 day window. I was basically called a liar this morning by Evon in corporate management, and this is unacceptable. I followed return policy and want my money back on these items.

      Business Response

      Date: 12/30/2024

      Our notes and records show that the items that were received by Dillard's were not in original, unused condition.  We consider this matter closed.

    • Initial Complaint

      Date:12/18/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      under ***********6@***.com will show order delivered on 12 13 it was a mens XXL polo shirt NOT brown women shirt i ordered please send that shirt or refund. or i dispute .so again i got the wrong item. and did not get what i ordered check order number under my email address.

      Business Response

      Date: 12/18/2024

      Please provide the order number you're referring to and the actual concern. You have several orders and we can't figure out which item you're referring to.  Please provide the exact  SKU number of the item you didn't receive. Are you able to return the Polo item that you received in error?

      Customer Answer

      Date: 12/18/2024


      Complaint: ********

      I am rejecting this response because:

      *************

      order number it was a shirt delivered but not on 12 13 please look for BROWN shirt under ***********6@***.com  i can mail back polo shirt yes. thats all i have

      Sincerely,

      *** Chitester

      Business Response

      Date: 12/19/2024

      We cannot find that order number, but have issued you a credit in the amount of $29.40 for a brown shirt in one of your orders. No need to return the polo.

    • Initial Complaint

      Date:12/13/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dilliards department store cancelled 40 of my Christmas gifts ordered online in Dec completely with no reason and no notice given!!!!!

      Business Response

      Date: 12/16/2024

      This order was canceled but all monies have been refunded.
      It was canceled due to the quantities of the items. Some beauty items are restricted to 6 each.

    • Initial Complaint

      Date:12/03/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/18/24, I placed an order online with Dillards. It was order #*********, 1 pair of pink UGG boots size 7 and 1 black UGG boots. When I received my order it only contained the black boots and not the pink ones. I reached out to Dillards customer service rep. via chat on 11/22/24 with ****** and was promised a refund. I never heard back from anyone nor received the refund. On 11/25/24 I contacted Dillards and chatted with CSR ********* at which time was told that "sorry for the delay, you should receive a refund soon. On 11/29/24 I received an email indicating as such:Dear Customer, Thank you for your patience. The review of your claim is complete. The size and weight confirms the items were sent in the shipment. POD also indicates there were no damages to the shipment. At this time we are unable to process your request Please do not hesitate to contact us via email or at 1-800-345-5273 should you have any additional questions. Customer service representatives are available Monday through Friday from 7:00 a.m. until 9:00 p.m. and Saturday through Sunday from 9:00 a.m. until 7:00 p.m., CST. Thanks, Dillard's www.dillards.com Today, 11/30/24 I was told that it was my bank issue and not theres. I want a full refund for the black UGG boots that were not received.

      Business Response

      Date: 12/03/2024

      Dillard's stands by its initial response.  The weight of the box when shipped coincides with the weight of 2 pairs of Ugg boots.  Our Proof of Delivery from carrier indicates there were no damages to the shipment.  Dillard's considers this matter closed.

      Customer Answer

      Date: 12/03/2024


      Complaint: ********

      I am rejecting this response because: The evidence speaks for itself, I only received 1 pair of boots and not two. If you look on the previous complaints against Dillards, they have a history of unethical business practices. Common courtesy to the customer would have, could have but didn't offered me a refund or reshipment with signature. The company failed 100% overall. I want a refund or the boots, Pink UGG size 7 that I paid for. 

      Sincerely,

      **** *******

      Business Response

      Date: 12/05/2024

      A previous claim was filed for missing Uggs out of the package on your previous order ********* as well. A refund was issued to you on that order. 
      As this is the 2nd claim for missing Uggs out of the package we encourage you to dispute the charges with your credit card provider. 

    • Initial Complaint

      Date:11/05/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I’ve been a customer for years even have a credit card with them. I placed an order for uggs for my nieces birthday and they didn’t come customer service is refusing to refund me but I have a ring camera and have proof nothing was delivered at that time. I’m taking my business else where after 15 years. Customer service is AWFUL!!

      Business Response

      Date: 11/06/2024

      This customer has a history of claiming non-receipt of items.  We have now denied this customer from further online shopping at www.dillards.com

    • Initial Complaint

      Date:10/24/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      lick the order status button below to check the current status of your order online. ORDER STATUS SHIPPING INFORMATION Shipped to: *** ********* ********* *** ****** Ct **********, NJ ***** Shipping: Standard ORDER DETAIL INFORMATION DESCRIPTION QTY UNIT PRICE TOTAL Reba Scoop Neck Ribbed Knit Sleevless Tank Top Color: Marigold Size: XL Item No: ******** DMS: **** *** ********* SKU: 9916447 NON RETURNABLE ITEM** 1 $16.80 $16.80 ordered this under [email protected] did not get it. please check under that email

      Business Response

      Date: 10/24/2024

      We have refunded the customer $16.80. 

      Customer Answer

      Date: 10/24/2024


      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,

      *** *********

    • Initial Complaint

      Date:09/17/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my deep dissatisfaction with the recent experience I had as a customer. My order (Order #*********) was shipped via USPS, 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 USPS with any proof of delivery, 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

      Date: 09/18/2024

      Customer will need to dispute the charges with the bank.  Dillard's has delivery confirmation from USPS.  

      Customer Answer

      Date: 09/18/2024


      Complaint: ********

      I am rejecting this response because Dillards are unable to provide me with the proof of delivery. I have not received the items and is not happy with the customer service that I have experienced with them - totally unprofessional.

      Sincerely,

      ****** ****

    Dillard's, Inc. is NOT a BBB Accredited Business.

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