Dillard's — Local services in Lake Havasu City

Two weeks after purchasing a $100 pajama set, I decided to return it. The item was unworn with tags, the yellow "confirmed purchase" sticker intact, the receipt, and even the original Dillard's plastic bag.

I was denied a refund by the manager of the lingerie department (Kelly) because I didn’t have the original card used for payment. Fair enough—I asked for cash instead. That wasn’t an option either. The only thing I was offered, was a gift card.

I declined and informed Kelly that I’d return in a couple of weeks with the card used during purchase. At no point did she mention the store’s 30-day return policy. Since I live out of town, it's not a quick and easy drive for me. I was able to return to the store a month later.

My return was immediately denied due to the 30-day policy, without hesitation, and I was directed to the Customer Service department for further assistance.

Once there, I spoke with two employees of the department who refused to make any exceptions, despite my explanation that I was never informed of the policy at purchase or during my initial return attempt. One of them told me it was not their duty to inform me verbally of the policy, and it was my responsibility to read the back of the receipt (adding that she personally reads every receipt she gets 🙄). Mind you, the return policy is printed in a barely legible light blue font and you practically need a magnifying glass to read it.

She also claimed the policy was posted all over the store. I asked, WHERE EXACTLY? I informed her there were no signs in the lingerie department, nor at the register, no signs along my path from the lingerie department to customer service, or even within the customer service area itself.

By this point, I was beyond frustrated. As my voice rose in response to their dismissiveness, a third employee walked in and simply stood there, as if she was some type of security personnel. I asked if she was there to help resolve the issue—she said no. So I asked why she was there at all, other than to make it a three-against-one situation.

Eventually, the store’s General Manager was called in. She stood firm on the policy, stating that "the system will decide" whether my refund would go back onto my card or be issued as a gift card. Which I knew was nonsense— and felt she absolutely had the authority to override it.

Ultimately, I was forced to take the gift card. At that point, I was over it. I left with a very bitter taste in my mouth and zero respect for the store or any desire to shop there again. Unfortunately, because of this gift card, I'm...

So here's the story as to why I have given this 1 star. If I could I would have given it a 0 star rating. The ladies concerned will know exactly who I was and their employer will know exactly who was on duty. I arrived in store at around 6.40pm on Friday evening. I wandered through the Estee Lauder counter and the Lancome Counter. Mrs Estee was counting something and never bothered to acknowledge me. There was a young guy racing about unpacking boxes - he said Hi. Mrs Lancome had a customer leaning over the counter who had already made a purchase and they were chatting - she didn't bother to acknowledge me either. The store was empty of customers. I drifted between the 2 departments looking at items that I wanted to purchase. Still no service. The customer leaning on the counter seemed to be a bit embarrassed about it all. After 5 - 7 minutes I'd had enough of this nonsense. So I announced in a loud voice that I was waiting to be served, I had $500 and I wanted to spend it but due to the lack of service I was leaving. So I stormed out of the store. And yes - Mrs Estee and Mrs Lancome both heard me. I am from another country, I buy my skincare in the States, I actually had more than $500 to spend - I usually spend $1000. Lake Havasu was at the end of my trip, I wanted to purchase my skincare! Disgusting service, absolutely disgusting! Went to JC Penny and staff were far more welcoming - unfortunately they did not stock what I wanted. Every time I have been into the Lake Havasu Dillards over the years it has been very quiet maybe ask yourselves why - but luckily the staff at Flagstaff were amazing. Lake Havasu - get your...

Had a really bad experience with the billing department. I had a very small balance which I paid in full. Received another bill.. so I paid that too thinking there was an oversight on my part. Dillard's then sent me to collections as my 2nd payment was AGAIN not posted! This was then put on my credit report as an unpaid bill. Started receiving collection calls.

Needless to say I tried to get this resolved several times and they kept telling me no payment was made on my account. Turns out there was something wrong on their side and my two payments were posted to another account. Customer service agent advised me to resolve this matter and resolve the collection issue...I needed to still pay the balance on the acct!!! Bottom line is that I paid my bill 3 Times to just get this resolved as soon as possible.

After all that this, it still remains on my credit report after I was told they would send the Credit bureau a letter to have it removed (and copy me on the letter)

I still haven't heard back from Dillard's. Card has been CUT UP!! Too bad. Working in client service myself for over 25 years I expected more from...