A few years ago my husband needed a couple of suits for his new job. We decided to try Dillard's, we went straight to the men's department and proceeded to check out the suits. My husband tried a couple of jackets to get the feel of them but thought it would be best to try the full suit on.
We needed help, so I went and found an associate and asked them for help, they said they would be right over. Well 20 mins past and he didn't come over to where we were standing. So I went to look for him and he was helping another couple.
He motioned he'd be right there, again we waited so I once again went to find him or someone else. He was talking to another associate. He looked up and carried on his conversation. So my husband and I left very angry and very dissatisfied.
Today, we decided to give Dillard's another chance, we went in to the suit department as we were looking for a suit, shoes and shirt for our daughter's wedding next month.
We looked for someone to assist us but he was busy with someone else, only this time he said he would be right with us.
So we waited close by this time, surely we wouldn't have the same experience as the last time. The next thing we saw he was dealing with another customer who had just walked up to the counter, so being rather patient people we decided to check out some suits for ourselves as we waited for him.
So as my husband is trying on jacket after jacket, I noticed a young man standing by the counter all alone no one near him he want busy with a sale he was just stood there.
He looked over watching me and my husband as if we were going to take something, he never came over to offer us help and the other associate was now dealing with yet another customer who had just walked in to the area. That's it we are done with Dillard's, you have disappointed us for the last time.
On the other hand we went to Macy's and were treated very well and unfortunately my husband didn't get his suit but he did get a very nice experience and a shirt.
Maybe Dillard's needs to do a bit of mystery shopping in your own store. Especially the one in Newport news VA.