I am writing to express my deep dissatisfaction with Dillard's as a business in the Houston region, particularly at the Memorial City and Galleria locations. As a frequent customer who often purchases work attire from the ladies' department, I visit these stores at least three times a month. Unfortunately, I have encountered several major issues that warrant immediate corporate attention.

Firstly, I have observed a troubling pattern of discrimination involving the security personnel at these locations. On multiple occasions, I have felt uncomfortable and targeted as an African American customer. A particularly alarming incident occurred in August 2024 at the Memorial City location. After entering the store and briefly speaking with a familiar associate in the handbag department, I proceeded to the escalator. As I ascended, I overheard a department store associate announce over a police officer's walkie-talkie, an internal risk management security code: and proceed to describe me "African American female on the escalator." This felt like blatant racial profiling, especially since I had only been in the store for a few minutes. It is disheartening to think that my presence, simply as a customer, could trigger such scrutiny.

Moreover, when I inquired about this behavior, an associate explained that there had been a lot of theft at that location, implying that individuals of certain ethnicities, particularly African Americans and Hispanics, are being unfairly watched. This practice not only fosters a hostile shopping environment but also perpetuates harmful stereotypes.

My second concern involves Dillard's outdated return policy. My daughter purchased a $150 robe for me as a gift on December 14. Unfortunately, the robe was defective, and when I attempted to return it, we discovered that she had misplaced the gift receipt, and the tags were not attached. Despite having proof of purchase through her bank statement, the associate contacted the department manager, Eddie Ramos, for assistance. Instead of facilitating an even exchange, Mr. Ramos was unprofessional and rude, ultimately calling security to escalate the situation unnecessarily. Thankfully, I was acquainted with the officer on duty, who helped de-escalate the situation, but this experience was deeply frustrating.

Mr. Ramos's refusal to assist and his dismissive attitude, especially when I expressed my concerns about potential racial bias, were unacceptable. His response, citing his own background as a gay Hispanic man, felt like an attempt to deflect rather than address the issue at hand.

I urge anyone considering shopping at Dillard's to be aware of their surroundings and how they may be treated, particularly if they belong to a minority group. The lack of leadership, professionalism, and sensitivity among associates and managers at these locations is alarming. I am disappointed by my experiences and feel compelled to share this review to warn others.

Dillard's needs to reevaluate its policies and training regarding customer service and security practices. Until significant changes are made, I cannot recommend this store and will be reconsidering my future purchases.

I have had several experiences with Dillard's and have purchased many things so there was something I gained each time. At least that's what I had rationalized in retrospect. However, the bad experiences have begun accumulating and everything I had gained is no longer worth the absolute disinterest and disdain the management has for its customers. This attitude has unfortunately permeated much of the staff so they have been thoroughly brainwashed into the company over the customer experience and there are a small few who have retained their respect and have tried to make everyone feel welcome and wished for them to enjoy themselves while hopefully leaving some money for the company as a reward for being a partner not an oppressive policy making regime that forgot the most basic of all tenants of successful retail…"we like you we're happy you're here and we want you enjoy being here no matter who you are so we can hopefully develop a relationship with you so you can come back and feel the same as you did this time." That's what the one star I gave was for the still wanting to be wonderful staff." I'm not going to go much further into specific detail here because that would be devoting far too much time to company that is rude and full of non active listeners who are brainwashed to regurgitate policies designed as only their supposed financial protection of what you give them even if ultimately they took the money and gave out literally nothing. Basically, the gained the ability to have a policy and wield authority but they simply never manage a store because wielding authority is not supposed to actually be the point of the manager position for the best retailers because they are really just make sure they can solve issues and do menial manager behind the scenes tasks so other managers can see what you did on a given day. More important though is supposed to be making customers happy so the money keeps coming and everyone can continue to enjoy themselves because that is the key to the money coming and in bigger and bigger amounts. I have continued to have awful awful experiences that have gotten worse and worse because no one there taught anyone to feel good and hopefully get the policies right. I've obviously had great managerial experience in this field and I know how to make people want to plan their next visit before they leave and look forward to it. Dillard's simply wants to get it done get some money and get you out hopefully in a way that guarantees the only thing permanent is that amount of money they just got from you no matter what is fair and deserved and is common sense. This company has robbed common sense and fairness from its employees who are expected to not take a real good look at the situation so that the one entity they ultimately are expected to please is just Dillard's. That's the real number one here. They were desperate to cut me off as rudely at times as possible despite the mountain of merchandise I had at the register so my fun I thought was no longer seeming that fun or worth any money at all. Then finally they wanted to force me, the customer who was so kind and nice and happy and spent more money than anyone left in the store at the same time, to go out some other door they decided despite my car being just a few feet outside that one thankfully I thought because my sciatica will really have me suffering so much just for my desire to shop such that I can barely walk but I'm trying to not let anyone see it one my face. Then again why do I have to point out even one of hundreds of reasons that some factor really demands that I get to go out the door I care to in with my HUGE BAGS and still a smile on my face and Dillard's with lots of cash and the exit is not into the mall. No one needs to make me do anything since there is absolutely nothing to gain for Dillard's over not opening the door I choose to the parking lot for it's proximity and the store's decision to offer it to people who only need that door for a reason. On the way out they would rather KICK someone out a door they decide and to top it all out imply that they are about to get security on you when the entire unpleasant and disgusting now situation could have been solved by granting a wish or request for that last customer who made a decision to choose Dillard's and wanting nothing but to leave as a wonderful customer by using those manager keys in the hand to open that door to turn around an experience which became ugly and verbally loud simply for the point of a manager slapping the customer with a policy they don't understand is the easiest thing in the world to temporarily and graciously make an exception to to make it all better magically. Their managers are somehow content to let last thing that moneyed person remembers is the worst possible scenario. Why does anyone have to explain that to them? They have forgotten success and replaced it with rules and authority making bye bye is forever now. This is not my worst experience so keep that in mind if you want to subject yourself to the most extreme corporate abuse and be condescended to even if you did everything a customer should do and beyond just right. I never ever wanted to write this review.

Did you know that Dillards (outlet) cannot do refunds for any reason? Did you know that Dillards has Dillards outlets in regular malls? LOOK at the small signage closely. Did you know they are not set up for refunds, changes, FOR ANY REASON!? I did not. NOW I DO AND AM OUT $60 dollars for a pair of jeans.

I went into the Gastonia, NC Dillards. It says Dillards on the sign not Dillards Outlet. I notice inside it is just rows and rows of clothes. All disorganized, all without any signs and nothing near the merchandise that it is all non refundable. I picked up a pair of Hugo Boss Jeans and as everyone knows some jeans you can wear a size 32, some a size 33 and some a size 34. I thought I grabbed the 34 and got home and it was a size 32. Does not fit. Went back today and DONNA who falsely told me she was the Manager till I went to another counter and they Gave me Austin but said John was the Manager. Donna followed me like I was going to steal something from her. Disgraceful. Austin took me to the aisle but the 34 size was gone. At least he tried. Some people do not even try. He stated then that they were not set up to do refunds or exchanges. Offered no solution however.

I called customer service and it was for online sales which are non refundable as well. Seems Dillards is closing since this is their customer service now. I was number 48, yes 48 in the que for an agent.

This is not the Dillards I knew nor is it a company I will do business with in the future. SHOP AT YOUR OWN PERIL AND THE LOSS OF YOUR HARD EARNED MONEY. NOT THE TYPE OF BUSINESS PRACTICES I CHOOSE TO DO BUSINESS WITH IN THE FUTURE. GO SOMEWHERE ELSE IN CASE YOU MAKE A SIMPLE MISTAKE. DILLARDS DOES NOT CARE.

I ordered 3 items on Dillard's. Com on 05/19/19. The order was out for delivery on 05/20/19. I received first trucking email with delivery date on 05/24/19 by the end of the day. That day never happened. Next email came with a new delivery date 05/28/19 by the end of the day. Never happened again. I called to Dillard's customer service, was on the phone for 21 min, and was told that item is returning back to warehouse. "why?" I received an answer "we do not know, there is no order cancellation, it might be just a mistake". "we can return your money". "But I want to know why it was sent back to warehouse" I never received an answer for my why?
Dillard's customer service representative restated, as it also was showing when I was ordering those items, that standard delivery is 3-5 business days. It is already at the 7th day.
When I spoke to the supervisor, I was offered to cancel my order and it will take a few days to return my full refund... or keep waiting and hopping that it will miraculously delivered by tomorrow 4pm.
Not sure if that will happened... back from warehouse in one day, it will be a miracle.

This is the delivery records I retrieved from FedEx tracking

Tuesday, 5/28/*******:57 pm MABELVALE, AR
Arrived at FedEx location
8:58 am MABELVALE, AR
At local FedEx facility
Scheduled for delivery next business day ----KEEP IN MIND DELIVERY ADDRESS IS IN AZ, NOT SURE HOW IT WILL BE DELIVERED TO ADDRESS IN LESS THEN A DAY, IT IS ALREADY TAKING 10 DAYS FOR DELIVERY.
6:35 am MABELVALE, AR
At local FedEx facility
Monday, 5/27/*******:11 pm MEMPHIS, TN
Departed FedEx location
7:15 pm MEMPHIS, TN
Arrived at FedEx location
Friday, 5/24/*******:31 pm PHOENIX, AZ---- IT WAS IN PHOENIX ONCE, NEVER DELIVERED TO THE ADDRESS.
Departed FedEx location
5:23 am PHOENIX, AZ
Arrived at FedEx location
12:52 am CHANDLER, AZ
Departed FedEx location
Thursday, 5/23/*******:53 pm CHANDLER, AZ
Arrived at FedEx location
8:43 am CHANDLER, AZ
In transit
8:43 am CHANDLER, AZ
Arrived at FedEx location
2:53 am CHANDLER, AZ
At local FedEx facility
Wednesday, 5/22/*******:43 am PHOENIX, AZ
In transit
12:34 am ADRIAN, TX
In transit
Tuesday, 5/21/*******:32 pm CARLISLE, AR
In transit
12:26 am MABELVALE, AR
Left FedEx origin facility
Monday, 5/20/*******:24 pm MABELVALE, AR
Arrived at FedEx location
11:59 am MABELVALE, AR
Picked up
4:17 am
Shipment information sent to FedEx

So now it is not about those clothing items and my money... it is just a curiosity game.
HOW LONG IT WILL TAKE DILLARD'S TO DELIVER.

STANDARD 3-5 BUSINESS DAY DELIVERY IS A FALSE ADVERTISEMENT.

DILLARD'S DELIVERY SERVICES DID DISCREDITED THEMSELVES.
If it would be an option, I would give a negative 5 stars.

I WORKED AT THIS DUMP STORE FOR 5 YRS. I WORKED ON THE DOCK. FIRST, IT WAS COOL I THOUGHT. WORKING AT A MALL, BUT THERE WAS SO MUCH WORK AND OTHER B. S. THIS COMPANY PUT ME THROUGH... I DON'T KNOW WHERE TO BEGIN...! FIRST, WE HAD TO UNLOAD/LOAD TRUCK, PROCESS ALL THE MERCHANDISE IN ONE DAY AND BECAUSE THIS COMPANY IS SO CHEAP THEY NEVER HIRED ANY FULL TIMERS BECAUSE THEY DIDN'T WANT TO PAY FOR THEIR INSURANCE. WE WERE SHORT HANDED AND WE HAD TOO MANY BOXES TO GO THROUGH AND THEY WANTED US TO FINISH IT ALL BY THE END OF THE SHIFT! THESE PEOPLE WERE ON DOPE! NO WAY WE WERE GOING TO FINISH ALL THAT AND COMPLETE RESTROOM CHECKS EVERY HOUR. OH YEAH, FORGOT TO MENTION IF YOU WORKED ON THE DOCK YOU HAD TO CHECK THOSE SMELLY, FUNKY BOOTY RESTROOMS EVERY HOUR AND THEY HAD TO BE CLEAN OR SOMEBODY OR A-HOLE WOULD COMPLAIN AND GET YOU IN TROUBLE. THE WOMEN WERE THE WORST! PERIOD BLOOD AND $#*! ON THE STOOLS AND ALL ON THE WALLS! WE HAD TO CLEAN THAT STUFF. AND EVERY TIME THEY NEEDED SOMETHING ON THE FLOOR WE HAD TO RUN LIKE DO -BOYS AND SERVANTS TO THEIR RESCUE. THE ASSOCIATES WOULD ALSO COMPLAIN ABOUT LITTLE STUFF AS WELL... EVERY MORNING WE HAD TO DO JANITORIAL STUFF AND OTHER STUFF SOMETIMES THAT WASN'T EVEN IN OUR JOB DESCRIPTION. SOMETIMES WE WOULD HAVE TO STAY OVER WHEN WE WERE ALREADY TIRED FROM BEING THERE ALL DAY AND COMPLETE WHAT THEY CALL "TRANSFERS." THAT WOUL D LAST ALL DAY... GOING AROUND FROM FLOOR TO FLOOR GRABBING BOXES AND CLOTHES OFF THE FLOOR. THIS WAS THE WORST COMPANY I HAVE EVER WORKED FOR. SO UNORGANIZED... EVERY DAY IN THAT DUMP WAS A SAD, DISAPPOINTING, DEMORALIZING DAY. TAKE MY ADVICE AND DON'T EVER WORK THERE ON THE DOCK. IF YOU DO WORK THERE ON THE FLOOR YOU WILL BE FORCED TO TURN AGAINST YOUR FELLOW CO-WORKERS AND STEAL CUSTOMERS FROM THEM. THEY WANT YOU TO BICKER AND BE PETTY. DON'T DO IT.

Frustration to the point of tears over a $35 return, and two and a half hours+ of my life Ill never see again. Dont let this horribly managed store ruin your day. There is no excuse on Gods green earth why a simple return should turn into a three-ring circus, with you as the sport! As a local business owner of 25 years, I have taken the time to write this for those who shop at Wiregrass Mall in New Tampa/Wesley Chapel. My issue with them is solved: this is for you. We have many choices as to where we can spend our money. We can effortlessly order things online from any store, and comparison shop while we do so. No need to take the time to get in our cars and drive to a store where we will be mistreated. I went to return something from the Clarins counter that was pricey and did not work as advertised. Two and a half hours later, after being humiliated repeatedly, treated like I was trying to pull something and even called names, I left with nothing but. Wait for it. A store credit for DIlliards! Woo- Hoo! Like Im ever going to use that. There was not one person in the store who knew how to call corporate and make a return without a receipt- a receipt I was told by phone 20 min prior to driving over that I did not need. (The actual assistant store manager, Jenny Baretto, admitted the staff was undertrained and so now WE all know how to handle a return at Dillards but they still dont)! WHY DID IT TAKE 2 HOURS TO EVEN GET A REFUND CARD? This store is dying. The employees are bored and angry: their salary is largely commission. Their inexcusable behavior illustrated this massive discontent, but you can google Dillards employees and read employee accounts of how badly they are treated to learn more. So, in turn, the employees mistreat their customers. I was subjected to nastiness by a woman with black hair and no name tag or common sense at the Clarins counter, as my usual contact (a real sweet lady) was unavailable and busy giving a makeover. After dealing with the nameless lady with the black hair (yes, she refused to give her name), I asked for the General Manager of the store. A man who falsely identified himself as the manager of the store, a fellow who looks to be about 19, appeared. He was nasty, mocking, snide, rude and above all, impotent. He didnt know a thing about returns, customer service, or common decency. His name is Andre Giles, He finally sent me with a store credit to the customer service desk (after about two hours of bickering about nonsense- I spend enough money there, Im recognized by the people I usually work with), I was given a store credit and told to go upstairs to Gift Wrapping, where the clerk would put the money back on my card. The Customer Service lady was a Nazi in disguise. She refused to give her name, and behaved in the most unconscionable way, knowing her behavior was off the charts rude and grounds for dismissal. She was even more rude than Andre Giles and the black-haired perfume spritzer Id dealt with downstairs. I will describe her: imagine your grandma but with the meanest eyes youve ever seen, covered in heavy makeup and eyeliner, wearing a bright red satin blouse, just spitting fire and fury, and youve got her. Oh, and give grandma shoulder length auburn/brown dyed hair, circa 1968, and take away her soul and you have this lady. Go to Dillards while youre holiday shopping and stop in on the second floor Gift Wrapping to say hi to her. Shes real. Upset that her tantrums would not deter me, she not only refused to refund my money as the fake manager, Andre Giles had said shed do (he sat there, smirking and refused to help during this!), she attempted to humiliate me, repeatedly. Finding I would not leave without my refund, she actually picked up the phone and pretended to call for security! Honestly- this could and probably will happen to you if you decide to make a return there. I left, called William Dillard II (he was, shockingly, unavailable) and then called the Wiregrass Dillards, asking the operator SPECIFICALLY for the General Manager of the store. Spoiler: Mr. Andre Giles is NOT the GM! No one seems to know his title. I did speak to the Asst. Manager, Jenny Barreto, and she was weaselly and non-committal. She offered no apologies for her employees behavior, and stated she didnt know when if ever, the actual Manger of the store would return. Jenny promised to take care of my refund, but just as she was going to do that-SURPRISE!- we were disconnected! I finally called her and was told, Jenny is on the phone but shed call me back. Days later Im still waiting. 24 hours later, I received a call from the district manager, Gene Heil. Intent on circling the wagons to protect his errant employees against Dillards loyal customers. Nordstrom is the bomb. Go there. They care about their customers and sell great merchandise. Otherwise, do like everyone else- Amazon.

Shop there!

Yesterday's fashions at Dillard's...