Dillard's — Local services in Jacksonville

Update: If you attempt to call the store to speak with the assistant manager or store manager, they have advised their associates to say they are in a meeting. Call corporate to obtain the District Manager’s contact. Gregory Ostberg.

I called twice on 3/30/23 to speak to management (leaving my name/#) and have yet to receive a callback. That’s intentional.

If you are African American and not dressed in business casual when shopping here, please prepare to be followed.

Back in December 2022 (2nd weekend of the month), my fiancé and I entered the store to purchase items for our Christmas photos. It was about an hour from closing, so we were dressed very casual. As soon as we entered the store we felt the energy shift. We received No help with shopping, but was followed everywhere. As a former retail associate I know when I’m being followed, the protocol is pretty consistent. Knowing that, I intentionally did not enter the dressing room waiting area as my Fiancé went in (Ralph Lauren section). I was carrying a large purse (holding the sweater dress I purchased offline from Lulus and my e-receipt up on phone just in case) and didn’t want to make matters worse. We spent about 30 mins altogether and finally purchased an item from RL. However, as we were Leaving my Fiancé overheard the officer ask “what did they buy?” Over his walkie. As a form retail associate and because it was the Holidays, I decided against leaving a comment, but did call the store directly. I spoke with assistant store manager and shared my experience. I believe her name was Rachel. She apologized for the experience and advised training would be next steps. I was not seeking any compensation or to have anyone fired. It was a poor experience and I wanted to notify management.

Rachel did not speak to the Team.

Just this week, 3/28/23, my aunt, her son and my grandmother entered store to shop for an upcoming trip. Again, they were dressed very casually. My aunt shared with me she was followed the ENTIRE time! Even into the fitting rooms where an associate entered the dressing room beside her just to listen to what she was doing. My aunt has also worked in retail before, so she knew exactly what was going on. My aunt paused just to confirm her suspicions and of course, once the associate realized she was listening, they started to move hangers around. These employees then had the cop come downstairs to the section they were in and continued to follow them.

What’s even more disappointing is, my aunt is a Dillard’s card member and has been for Years. Not one employee initiated engagement by asking “Hi, are we shopping with our Dillard’s card today?”. Just targeted and followed.

Just piss poor customer...

Yesterday, we experienced horrible customer service at the Dillards at the Town Center. My family and I shop there often and enjoy our experience every time we visit. The customer service is always pleasant. However, yesterday we had a very unpleasant experience with Paul in the sunglass section. As my mom and I approached the sunglass section with my two young daughters we where searching for a pair of sunglasses as I turned to look in the mirror to see how the glasses looked I noticed a man that was standing there in a very standoff pose with his arms folded. This man did not say anything at all to us he just stood there with his arms folded and very standoffish. As we continued to look at the glasses and I explained to my little ones not to touch the glasses he never said anything to us but just kept standing there with his arms folded across his chest. After a few minutes my mom started to walk away and I gathered my kids and told them to come one so we could leave because obviously we were not wanted there. As we started walking away another woman walks up and the man approaches her and starts chatting up a conversation with her asking her how she was doing if there was anything he could help her with and if she had any favorites. I stopped in disbelief! I looked over to my mom who turned back and said so this guy works here and he did not say one thing to us and now he is asking this woman all kinds of questions. He kept looking at me out the side of his eye ... then I asked him what is your name and he said Paul. As we were leaving the area my little girl still had the sunglasses in her hand and he ran over and was like is she going to buy these and went to take them off of her ... I told him no and handed them to him. As we left, the young woman whom he was helping approached me and my mom and my daughters and apologized on behalf of the man and how he treated us and said just because he treated us that way she would not provide him with any of her service. My wish is that Paul will learn to offer his wonderful customer service to each and every individual who takes the time to come and visit your...

I am writing to formally express my deep disappointment with the treatment I received at your store during a recent visit to return a defective pair of Coach heels I purchased a few months ago. After only four wears, the heel detached and the sole eroded, a quality issue that I hoped could be resolved through an exchange or repair.

However, what should have been a routine return inquiry quickly became a disturbing experience. Upon entering the store, an associate named Connie immediately treated me with disrespect: she sighed audibly, snatched the box from my hands, and asked, “What is this? What do you want from us?” before I could even explain the situation. She placed the shoes on the counter and said dismissively, “Oh, absolutely not, we can’t take this,” then left to get the manager.

While waiting, Connie loudly told another employee that I had “probably stolen the shoes,” making a baseless and offensive accusation within earshot of other customers. As a Black woman, I could not help but notice the contrast in how another customer, who was white, was treated courteously while returning an item without issue.

When the manager arrived, his conduct was equally unacceptable: he slammed the shoebox onto the counter, laughed, scoffed, and dismissed my concerns rudely, asking if I “even bought this here” and demanding a receipt (which I had and was never asked to present before these accusations began).

At every step, I remained polite, asking calmly to be treated with respect. Yet both the associate and manager were loud, accusatory, and condescending.

This encounter was not only disrespectful but clearly tainted by racial bias, as I was treated like a thief rather than a paying customer, despite behaving courteously throughout.

I expect Dillard’s to take this seriously. Please inform me of what steps will be taken to address this incident and to ensure that no other customer is subjected to this kind of unprofessional and discriminatory treatment in...