DXL Big + Tall — Local services in Columbia

Horrible Experience at DXL Columbia, SC – Rude, Dismissive, and Possibly Racially Motivated

I had an absolutely awful experience at the DXL in Columbia, SC, on my birthday, and I genuinely believe it was racially motivated. I went in excited to use my birthday gift card at my favorite store, but the way I was treated completely ruined my day.

While checking out, I decided to put an item back, and the female manager on duty instantly became rude and dismissive. She looked disgusted, as if I was inconveniencing her. Then, she falsely claimed that there was no way to cancel my order and that I would lose my gift cards entirely. When I questioned this—pointing out that if I were using a debit card, surely I wouldn’t just “lose” my money—she spoke to me in a condescending tone, as if I lacked education or common sense.

I told her that made no sense and that she should be able to void the transaction. Her response? She claimed voiding it would “mess up her computer” and require a call to IT, and I would still lose my money. That was absurd. I told her to cancel it and left the store, completely frustrated.

What made this worse was that I had driven a long way just to shop at this location, only to be treated with such disrespect. It felt like she and the male manager on duty dismissed me before even trying to help, as if my concerns didn’t matter. The male manager co-signed her nonsense without even bothering to check my transaction, reinforcing the feeling that they were both simply refusing to assist me, rather than actually being unable to.

As soon as I got to my car, I called DXL corporate, and—surprise!—they immediately told me that what she said was NOT true. She absolutely had the ability to void the transaction and return my gift card balance. By this point, I was already on the interstate heading back home to Charleston, but I called the store again to let her know. Her response? Indifferent at best. She casually admitted that she was able to void the transaction but still wasn’t sure if I would get my money back. No apology, no attempt to make it right—just the same dismissive, condescending attitude.

The entire experience was humiliating and infuriating. I left feeling disrespected, frustrated, and like I had just wasted my time driving all that way for nothing. I truly believe that if I were someone else, I wouldn’t have been treated this way. DXL corporate needs to address the poor customer service at this location because this kind of treatment is unacceptable. What should have been a fun, celebratory shopping trip turned into a terrible, disappointing experience that left me feeling awful on...

Great experience, first time ever in the store. Came in to pickup an online order for suit pants and other items that I needed for a wedding tomorrow... I was stressed about getting things done last minute, but the staff at this location did a great job in making sure I had everything I needed. Pete processed my mobile order and was very kind. He helped me setup an account for DXL and made great conversation the whole time. Noah helped me find things in-store and had some good suggestions without making me feel pressured to make more purchases than necessary. That is one of my biggest pet peeves when shopping, so I appreciated his honesty. Finally, I needed to exchange one of the items from the mobile order after trying it on and Kay made the process super quick and easy. I was in a huge rush so big shout out to her for getting...

Awful customer service. I’m not sure exactly what it was, maybe because I just came from the gym and had on gym attire. Or it could be because of my hairstyle. But as a business owner I know that customer service should always be number one. Being that the customers are the ones that pay your salaries. What is this world coming to when I am only good enough to pay for my services rendered but not able to use your restroom. I will never spend money in any establishment that does not think enough of me to allow a paying customer to use there restroom. I am only one person but you will never get any of my business. Oh well off to the bigger stores like Belks and...