Dillard's — Local services in Aurora

I'll never be back to this location ever again. The general manager, Stephan, is completely inept and unprofessional. I came to return an item received as a Christmas gift and, rather than simply return it at any counter in the store, I was instructed to go to customer service and stand in line for an hour while the oldest woman in the store was forced to deal with a mountain of returns alone without a bit of help. All while numerous associates walked about with nothing to do. I remember multiple people complaining while nothing was done to help her. It was just sad.

When I finally got close to the front of the line the GM had to be called up to approve the return of a set of Christmas lights that the family had clearly bought, used, and then placed back into the box to return for a full refund. He gladly did this with a smile on his face while everyone in line rolled their eyes and just laughed that we had been delayed even further for something so petty and blatant. We all knew it was a scam.

I'm up next! Hooray! I hand over my gift receipt and the item, asking for a refund. The GM Stephan, who had just allowed a customer to pull one over on him with no questions asked, tells me that I cannot return my perfectly new, unused merchandise bc it was purchased at a discounted rate. I asked him if he would make an exception since he wasn't even asking his associates to screen people's returns or taking any kind of steps to prevent customers from wasting their time. He just smirked, handed me back my merchandise, and told me he couldn't break protocol.

Screw you Stephan. You're inefectiveness and complete lack of actual management skills is part of the reason why Dillard's has turned into an inefficient, overpriced retailer that treats it's lower level employees like dirt. Especially elderly employees who need the benefits. This is just one of numerous bad experiences I've had at this location and mall in general. Stay Away.

Edit: Your hilariously pathetic, corporate response is worthless to me. It looks like you've been buying a ton of reviews over the past 6 months in hopes that your actual reputation improves as much as your Google rating has. Unfortunately the previously mentioned experience has turned me away permanently. Good luck with...

I recently went shopping with my 72 year old mother for my daughter's graduation. My mother was tired and had no walker with her so she saw a shopping cart on our way in and we started shopping. A sales associate approached my mother and said she couldn't shop in Dillard's with a shopping cart. My mother was explaining that she found it in Dillard's. The representative was rude, speaking over my mother. The entire time I was standing where the representative could not see me and I came around the rack to let her know that I didn't appreciate the way she was speaking to my mother. Adding, that my mother simply needed the support of the basket and we were unaware of the policy. She said that if I saw the manager to let him know that she told me that the basket wasn't allowed in the store. I had to walk away from her. I didn't feel it was that serious considering my mother's age and nothing else being available in the mall (when I asked her). She then proceeded to follow us through the entire bottom level as we shopped. This was uncalled for, rude, and disrespectful. It was an old lady shopping for her granddaughters graduation. It didn't rise to the level of her actions. If it was that big of a problem why not get the manager involved? I asked for the manager. With all of the clothes left in dressing room I am sure she had actual work to do rather than chasing a 70 year old around a...

Everyone there was so helpful. I asked a question about the dress shoes I got the answer. I even wanted to try on the shoes but I gym socks on, and he gave me a pair of dress socks to try them on I love the shoes, I paid for the socks because I try them on, but he argued with me, telling me it was ok no worries, how great was that I tell you the truth so that is why I bought those socks was because he was so kind to me. Not that I needed the socks but because of him. A great salesman. I wish I could remember his name, for the tremendous job and services he showed me. Then I went upstairs to the fragrance to smell some good smelling fragrance. As the young woman was showing me different types of fragrances, I ask about the perfumes she had, she look at me I looked at her, funny my wife looked her looking at me. That young lady went into a different mindset on me, oh my goodness. She started telling me the difference in the fragrance, then she pauses looked at me, and said, no try this one she brought out an exliquor perfume and started explaining to me the difference in that all the rest of the fragrance she had, wow I was impressed with the knowledge of her merchandise. Great job! Even those I did not buy anything from that store it was well represented by their employees. But I did wait until I got home to get the shoes. I just did not have room in my...