ComplaintsforDillard's, Inc.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I never received a package that I ordered from Dillard's (Order # *********). Dillard's shipped the package via FedEx (Tracking # ************). FedEx delivered the package to someone's house other than mine. FedEx provides a photo of the delivered package. The house in the photo couldn't be much more different than my home (i.e. - I have a single door, the house in the photo has a double door, my door is painted white, their door is brown, I have a black security door, their house doesn't have a security door, I have a cement entry they have a Mexican Tile entry, I have a cement walkway, they have a brick tile walkway, my house is painted a light tan/yellow, their house is brown, etc.). Clearly FedEx delivered my package to the wrong house. But because FedEx provided Dillard's with a photo showing that they delivered the package somewhere, Dillard's Customer Service Rep and Supervisor both tell me that they can't authorize a refund (as the package was delivered; who cares where it was delivered?). This is ridiculous. I asked the Customer Service group to have a manager from Dillard's at Glendale (AZ) Arrowhead Mall to come by and compare my front door to the FedEx supplied photo of the house where the package was delivered. Apparently, they won't do that. I asked Dillard's to supply the information that they received from FedEx, they refused. What a run-around. This is one of the worst Customer Service encounters that I have ever experienced. I refuse to do business with Dillard's in the future, as I don't view them as a reputable company. I cancel all pending orders that I had with Dillard's so that I don't have to go through this again.

  Business response

  09/15/2023

  We apologize for any inconvenience.  We show that a total of $50.32 was refunded yesterday.  If you do not see the refund in 3-5 business days please let us know.

  Customer response

  09/15/2023

  
  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

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #: ********* Email: ******@gmail.com Date of transaction: August 20 Date of said ‘delivery’: August 23 Transaction amount: $106.93 I ordered from Dillards on August 20 for an Ugg’s Platform Slippers and was given the estimated delivery date of August 25. Comes the 23rd, I get a notification from Ugg’s that my order had been delivered. I check outside and NO they in fact did NOT deliver. After calling FedEx and letting them know my situation they say if my estimated delivery date was set to be the 25th then it might turn up by then around that time and that I may have just given a false delivery tracking update, and if it hasn’t come by then I should consider asking my neighbours. The 25th comes and nothing came. I asked my neighbours if they’ve seen anything or a FedEx truck come anywhere nearby and they haven’t seen anything either. I call Dillard’s and explain to them my situation and quite ‘empathetically’ they apologize for my inconvenience and tell me they’ll be able to process a refund and I should know more of an update to this in 24-48 hours. I’m relieved at this point until I get an email just today from Dillard’s stating: ‘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 find this to be quite UNFAIR as I was promised a refund and yet they come to turn back on their words days later when I’m already off the phone. Their customer service line has been little to NO help and I’m stuck on this loss! I should be provided a refund back to my original payment method like I was promised!

  Business response

  08/29/2023

  After researching this matter we have refunded the customer's money because we can not confirm this was delivered to the actual customer's address

  Customer response

  08/29/2023

  
  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

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a gown along with items from a different order and never received a refund for the gown. Dillards did not properly process the return and "lost" the gown. I was told items could be returned in the same box (which was the original box that I received the Adrianna Pappell Gown (Item No: ******** - $249.00 / Order Number: *********) Because the items were from different orders, I printed BOTH return slips from their website and included the two slips inside the one Dillards box. All items were unused, wrapped perfectly, and in the same condition that I received them. I believe that what most likely occurred in the warehouse was that either only the outer packaging slip was scanned and/or only one of the enclosed printed return slips was scanned. Either way, I returned the gown and Dillards received the box. I should have promptly been issued a refund along with the other items that were enclosed in the box, instead of being dismissed and expected to pay for a $249 gown that I returned by following all guidelines. The customer service reps repeatedly told me that the gown could not be located in the warehouse and there was nothing else they could do to help. I have no idea what process they went through to try to locate the gown, but it clearly did not work and their records are inaccurate. Since they received the box I sent (and refunded money for the other 2 items in that box) they had to have received ALL of the items that were sent in that box and Dillards still owes me a refund for the $249 gown.

  Business response

  06/12/2023

  We apologize for this inconvenience. A refund has been issued for the dress. Total amount refunded $267.05 which should be seen in 3-5 business days.

  Customer response

  06/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though the amount refunded does not make up for the hours of my time lost disputing the issue with the customer service team, I am glad that at least the refund is finally being processed. I appreciate your assistance!

  Sincerely,
  
  ******* ******

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a blazer in-store for delivery ($171.79) to my home because the size was unavailable. The package was never delivered to my home, and Dillard's refused to issue a refund or reship the item; instead, they referred me to FedEX. I spoke to FedEx, who stated that they do not keep records for more than seven days and do not provide proof of delivery. Well, it was not delivered to me or placed at my front door. I did not pay FedEx for the item; I paid Dillard's, so Dillar's is responsible for the delivery. I am being robbed by Dillard's, which is not a good feeling. I am seeking a refund, replacement of the article, or evidence of where the package was left.

  Business response

  05/10/2023

  We have issued a refund for the item to the customer's original form of payment. The customer should see this reflected in 3-5 business days.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes for a friend and needed to exchange them for a different size. I returned the original pair stating I was going to make an exchange. The return policy stated I would get refunded with the original form of payment. Then I ordered the new pair separately. I got contacted by Dillards saying they couldn't complete my return because they didn't have the size of the shoe for exchange (I was never asked this). I let them know I'd already ordered the new pair and asked for my refund to be processed. They said they couldn't process it back to my credit card, but would instead send me a gift card and I'd have to call back and have the gift card balance transferred to my credit card. What!? This sounds SO shady! What is going on here Dillards? I just want my refund.

  Business response

  01/13/2023

  The customer's original tender was Apple Pay so unless she provides her debit/credit card information to us, we have no way of transferring the funds to that tender. This is why we refunded the amount via gift card. We can only transfer gift cards back to original tenders if the original tender is an actual card.  If the customer will call our customer service number she can provide her information and we can get this fixed for her.

   

   

  Customer response

  01/13/2023

  
  Better Business Bureau:
  
  Hi there, I reviewed the response from Dillards but I was not given the option they mentioned to just provide my credit card number and receive a refund to that. If I was offered that I would have done that :) but they said the gift card was the only option. I'll try calling again and seeing if they can just refund to my card.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase on Dec 26,2022 for a handbag, wallet, and crossbody as it was a gift from a relative. I received an email stating the package was delivered. however, I did not have any packages. A very blurry picture was submitted by the parcel company, which made me believe they were in a rush and possibly took the package. Dillards has refused to issue a refund or reshipment even after explaining to them several times that I HAVE NOT RECEIVED THE PACKAGE. I will not pay for an order that was either stolen or not left at the property. I will no longer patronize this business. Dillards does not accommodate their customers. They offer no alternatives. When the order was purchased next day shipping was also selected. The packaged did not show delivered until 2 days after the order was placed. My order number is *********.

  Business response

  01/03/2023

  Customer claimed she didn't receive a $1200 order in April and we issued a refund for that order.  The delivery image on the customers most recent order depicts the package was left next to the rocking chair on the front porch.  When googling the address, those same rocking chairs are present at that address.  Dillard's will not be refunding this order.

  Customer response

  01/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The parcel company should be investigated. I’ve moved forward with filing a claim elsewhere.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received some Dillards clothes as a gift. However they were not in my childs size and I wished to return them. I live in California with no Dillards nearby and reached out to customer service via text chat on May 28. I was given the link to generate a mail-in return and told “You can also include a note in your return to include a request regarding a gift card.” I followed these instructions and sent four items in (POP #s ************, ************, ************ and ************) with a big bold highlighted note to request a gift card. I purchased my own shipping label, USPS tracking number **********************, and mailed the items to Arkansas. On June 15 I chatted with customer service again to request a status update. They informed me that my items were refunded to the original credit card of the gift giver !! This is not only a huge error but wildly embarrassing. They continued to insist nothing could be done since the charge couldn’t be reversed and failed to provide any solution or empathy for the situation. Instead they ended the chat on me. Since this is Dillards mistake and I properly followed the instructions given by Dillards, I respectfully request a gift card or store credit in the amount of all four returned items be sent to me at ***** *** **** ******* ****** ** ***** or ************@gmail.com. The amount is $78 (since I purchased my own label). My phone number is ************. Thank you.

  Business response

  06/28/2022

  We sincerely apologize for this miscommunication on our part.  We have reached out to the customer and let her know that we will be sending her a gift card in the amount of $83.81 to cover the shipping cost and gift refund.  

  Customer response

  06/28/2022

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  
  

  Thank you to Dillards for their assistance and generosity resolving this. I appreciate it!
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son is getting married and have been finding things online. Finding things at Dillard's mean I have to drive 80 miles to the nearest store in Richmond, IN. After making a few trips to there, on one of the trips I bought a dress with a gift card. The balance on the receipt shows $36.49. That was on 3/28/22, I called on 5/16/22 and asked the time limit on gift card. I was told they never expire. So on that day I drove to Richmond to exchange a pair of shoes I bought for a larger size. They didn't have the size and again gave me a gift card for $106.99. They said I could order online. That day I ordered via phone, online didn't want to take the gift card, and she took the gift card numbers but insisted they needed a credit card number. The next day my husband check our checking account and found the entire $117.64 was charged to our debit card. Calling to customer service I spoke to a somewhat rude lady that more or less said tough luck. When asked to speak to a manage she said there was nothing they could do either. Never got to speak to a manage with her. Waited a while and called back, got a different lady who tried to be helpful. Reviewed the order and said that the person who took the order never entered the gift card numbers. Since the order shipped nothing could be changed. Haven't received shoes yet and I am out $261.12. Hope to receive shoes soon and want my gift card money credited to my debit card for $154.13.

  Customer response

  05/25/2022

  In my original complaint I had stated I had 2 gift cards that were not honored. In gathering up my documents I found that the $36.49 was redeemed 3/28/2022. Sorry for the error on my part. However the $106.99 is correct.
  I did receive the shoes thought USPS the afternoon that I filed the complaint.
  

  Business response

  06/22/2022

  It looks like the customer received and returned the shoes. The returns department charged her $9.95 for a return label fee.  We have refunded the return label fee of $9.95 and the original shipping charge.
  That gives her a total refund of $117.64 which is what the order was for.  We apologize for any inconvenience.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was in the store and tried on a pair of shoes that was the display. It was the only pair they had. I tried in the right foot and not the left foot. When I got home, I tried on both shoes and the left foot was very loose. I went back to the store and asked if they could order the shoe for me. She ordered the shoe and it was $10 more. I asked if she could honor the price, I was told the price is the same. She explained because the shoe is on sale I have to pay for shipping. I asked why and she didn't know. I asked for a manager and got ******* who said the same thing, but had no idea why. I would like information on where it states this to the consumer and why does it matter if the shoe is on sale or not. I actually wouldn't have to order the shoe if both pair were in the right condition, clearly the left shoe will have to be damaged out because it is stretched out more than the right. That is no fault of mine. The right thing to do was not to have the shoes out at all. I would also like to know where is the information for consumers to read regarding shipping shoes on sale?

  Business response

  05/05/2022

  We apologize for any inconvenience to the customer. We have reached out and spoken with the customer. We have offered to find the correct shoe for the customer and help complete the purchase.

  Customer response

  05/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ****** said he would send me an email and I never received that. So am I just supposed to come into the store on any day and time? Also, have they found the shoe or do I need to come in for that? The shoe is online. Please outline the steps you would like for me to take to order the shoe.

  Business response

  05/23/2022

  The store secretary called twice last week while the manager was on vacation and left messages. The manager noticed that the customer placed another order for the same shoe on 5/22/2022 (order #*********). The customer says she did not see our missed calls and has already reordered. The store manager called today at 12:45PM to discuss a reduced price for the shoe after she receives her new order.
  The customer did not answer the phone call today, but the manager left a message. The customer should contact the store manager at this time.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to get a refund for the two items that I returned for several weeks now. Per my tracking number my items were received by Dillards and a customer service rep confirmed yet they have still not issued my refund. It us completely unacceptable that it is taking this long to get my money back and that I have had to spend as much time as I have trying to get this issue resolved. My order number is XXXXXXXXX, email address associated with the order is ***************@gmail.com, phone number is XXX-XXX-XXXX and the mailing address is ****** ********, *** North Street *** ********* ** XXXXX.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/21) */ We apologize for the delay. Our records show that a refund of $155.61 was issued on February 18th.

*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. ↩