Dillard's — Local services in Knoxville

I was gifted a pair of Sorel shoes for Christmas. When they didn't quite fit, I returned the pair in order to reorder in a half size larger. The sales associate, I believe her name was Maria, chose to make the return into a gift card to use for the reorder. Let me also note here that she took me to three different registers trying to "pause" other associates' transactions to assist me before landing at the register in the Coach handbags. I'm still trying to decide if I should be thankful she was so eager to take care of my exchange or appalled by her inability to wait her turn. When the half size didn't quite work either, I'm assuming this shoe just does not work for me, I visited Dillard's to make the return. Upon requesting cash, since that was what was used to make the original purchase, the sales associate returned to me a gift card with the appropriate amount and sent me upstairs to Customer service. At this point I was slightly aggravated. Upon arriving to customer service I waited in line, for about 15 min, behind 3 other customers. Once my turn arrived, I was informed that my transaction could only be partially completed on that particular machine, for the department only has a single machine that can process cash refunds. I was instructed to have a seat until that machine was available. While the lady beside me was also waiting for a cash refund, two others sat down to my right, also waiting for cash refunds with similar stories as myself. I waited for approximately 20 minutes in that seat until we witnessed a gentleman walk in and be helped with his cash refund immediately. At this point I am furious with Dillard's and their customer service. As a frequent customer of this particular Dillard's, I rarely have much problems, aside from rudeness and a lack of help in the shoe department, but after this incident I am more likely to make my purchase online...

Shout out to Dillards of west town mall for their discrimination! You guys are truly brilliant! First a lady basically tells me theres nothing I can afford there that I should look somewhere else then you send a knox county officer across the mall after us to accuse us of stealing a $30 dress because the tag fell off in the dressing room! The lady watching us the whole time missed the part where we put it back on the rack and specifically said that we were coming back to get it if we didnt find another dress! The officer came to me and said "you forgot to pay for something didnt you?" I was like "no" so he proceeded to search my children and our stuff and said that my daughter's purple jacket was what they thought was the dress.My family and I were absolutely mortified! We were profiled from the minute we walked in the door because I guess to them we look poor. Dillards really needs to coach their staff on discrimination and how to handle situations as such. Standing around acting like they are playing on their phones while following someone is very unprofessional. What kind of establishment allows all of their employees to walk around on the sales floor playing on their phone anyway whether they really were or if that was their tactic to seem like they weren't profiling/following us? Sadly we still bought $50 worth of items there and while checking out nothing was said to us until the officer stopped us on the other side of the mall. If you go to this establishment make sure you dress nice because they will profile, discriminate, and humiliate you if you dont. I'm going to contact dillards corporate office to hopefully put a stop to the discrimination of poor looking people because this is something that will continue to happen until some retraining and coaching is done. I'm tired of being made to feel unwelcome in places because I dont look as rich as...

A seemingly nice little older lady who worked in the jewelry department found my son’s debit card on the floor & contacted the bank to notify them it had been found! My bank then notified me of the situation & also gave me a phone # & extension of the sales associate to go & retrieve my card. Unfortunately she would NOT release my card to my son bc he did not have an ID. He is a minor, mind you, so that’s fine, I understand policies as I have worked in customer service 20+ years & also have managed a store in the same mall. I then go speak with the associate to retrieve the card, offering to show her my ID, my son’s Insurance card, banking app, & countless other forms of ID & she refused to return the card to us. I asked her to call her store manager, which she did along with security! The officer arrived LONG before the store manager did & was very nice & understanding. The store manager however was not! His name was Mark & he was extremely rude. As a store manager, his job was to diffuse the situation & he only made it escalate. I began showing him ALL the forms of identification that I also showed the sales associate & he STILL would not return my son’s card to us. I then asked my son to pull up his banking app to show him as proof. This store manager proceeded to take my son’s phone allegedly looking for his first/last name he claims as he scrolled through his confidential banking info! NONE of this is standard procedure & I am not ok with the way we were treated & the way the situation...