ComplaintsforDillard's, Inc.
Department Stores
HeadquartersMulti Location Business
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I’ve been a customer for years even have a credit card with them. I placed an order for uggs for my nieces birthday and they didn’t come customer service is refusing to refund me but I have a ring camera and have proof nothing was delivered at that time. I’m taking my business else where after 15 years. Customer service is AWFUL!!Business response
11/06/2024
This customer has a history of claiming non-receipt of items. We have now denied this customer from further online shopping at www.dillards.comInitial Complaint
10/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
lick the order status button below to check the current status of your order online. ORDER STATUS SHIPPING INFORMATION Shipped to: *** ********* ********* *** ****** Ct **********, NJ ***** Shipping: Standard ORDER DETAIL INFORMATION DESCRIPTION QTY UNIT PRICE TOTAL Reba Scoop Neck Ribbed Knit Sleevless Tank Top Color: Marigold Size: XL Item No: ******** DMS: **** *** ********* SKU: 9916447 NON RETURNABLE ITEM** 1 $16.80 $16.80 ordered this under bilingualspeechpath@gmail.com did not get it. please check under that emailBusiness response
10/24/2024
We have refunded the customer $16.80.Customer response
10/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *********Initial Complaint
09/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing to express my deep dissatisfaction with the recent experience I had as a customer. My order (Order #*********) was shipped via USPS, and unfortunately, the delivery process was severely flawed as I never received my order. Customer Service Representative and Supervisor were unhelpful. They cited the mere fact that the package was delivered, dismissing the significant issue of it being delivered wrong. Despite my anticipation, I have yet to receive the package I ordered, and the response from your customer service team has only added to my frustration. The photo provided by them is inadequate, showing only the box without any useful information. This lack of detail has made it impossible for me to understand the situation or take appropriate action. Additionally, when I requested information from Dillard's about what they received from USPS with any proof of delivery, my request was denied. This lack of transparency and cooperation only added to the frustration of an already disheartening situation. This entire ordeal has been one of the worst customer service encounters I have ever experienced. The refusal to acknowledge a clear error and rectify the situation has left me deeply disappointed. As a result, I have decided to cancel all pending orders with Dillard's, as I cannot continue to support a company with such a flawed delivery policy and unhelpful customer service. I hope this feedback prompts a reevaluation of your policies and procedures to prevent other customers from enduring similar issues in the future. Sincerely.Business response
09/18/2024
Customer will need to dispute the charges with the bank. Dillard's has delivery confirmation from USPS.Customer response
09/18/2024
Complaint: ********
I am rejecting this response because Dillards are unable to provide me with the proof of delivery. I have not received the items and is not happy with the customer service that I have experienced with them - totally unprofessional.
Sincerely,
****** ****Initial Complaint
06/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a car seat order #*********, product was not received. They did not request that carried require a signature for such an expensive purchase and my package was stolen. I contacted the company and they told me that once it leaves their distribution center it is out of their hands and I am out of luck and out of almost $500 with no car seat for my infant. In other words the customer service representative told me I was out of luck. You would assume for expensive purchases more security measures are put into place for the customer to receive their product and not just a company who takes your money and washes their hands when things go the wrong way. Completely disappointing experience especially when it is something as important as an infant seat.Business response
06/17/2024
Dillard's does not require a signature, but once customers receive their tracking numbers they can take control of their delivery on the carrier’s website (USPS or FedEx). The customer can request a signature to be required. You will need to dispute the charge with your bank.Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an online order with Dillards on April 29, 2024. The order included 3 items: 2 pillows and 1 bra. I received a bra, a pillow, and a waffle maker. I contacted Dillards about the issue using their "site feedback" section on their website. We emailed back and forth on May 4th. They asked me order number and a description of the item I ordered and did not receive. After I told them about the item, I heard nothing. They did not email back Saturday afternoon or Sunday or Monday. On Tuesday, May 7th, I emailed them back to ask them what to do with the waffle maker and how I could get the pillow I ordered. They said that they were not able to assist me and I would need to contact customer service. I contacted customer service and explained what happened. She immediately told me that she could not guarantee that if I ordered the pillow that I would not receive another waffle maker. This let me know that she completely understood what happened. Then, she said that I would have to have my receipt to return the waffle maker that I did not order. Then, she said she would issue me a return label but it would cost me 9.99 and an additional amount of 14.99 I think. I told her I was going to file a complaint and she finally decided to look up my order number and, then, said she could send me a free return label.Business response
05/09/2024
We sincerely apologize for any inconvenience this has caused. Would the customer like the Southern Living Leopard Linen & Cotton Bolster pillow or a refund? Let us know and we will work to get this resolved. Also, there will be no need to return the waffle maker.Customer response
05/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would love to have the pillow not a refund. Thank you :)
Sincerely,
****** ****Initial Complaint
03/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions. Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred. Please rectify this matter promptly. My account number is ************Business response
03/26/2024
All Dillard’s credit card accounts are owned and maintained by Wells Fargo Bank NA (“Wells Fargo”). We have forwarded your complaint to Wells Fargo.Initial Complaint
03/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed a order and didn’t receive the most expensive item from my order and they put a claim in and denied it and told me to dispute a charge instead of fixing the problem that didn’t have anything to do with the shipping company and I also don’t want to the dispute the whole charge when I only was missing one itemCustomer response
03/05/2024
My order number is ********* I ordered 3 items and I’m missing the handbag which is the most expensive item from my orderBusiness response
03/07/2024
The 3 items in the package weighed 3 lbs total. The other two items were children's clothing items that were less than a pound each. There is also a history of claiming non-receipt of orders for this email and delivery address. Dillard's will not be issuing a refund.Initial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I recently placed a substantial order totaling $674.19 with Dillard's, anticipating the arrival of various items. Order number *********. The order was split into three separate deliveries, and unfortunately, the first two were significantly delayed due to unexpected snowstorms. Despite my patience during the initial delays, I grew increasingly frustrated as I received nothing in the mail. Attempts to contact customer support proved futile, as I received no assistance or information regarding the whereabouts of my packages. It was only today that the last package finally arrived, leaving me relieved yet exasperated by the overall experience. Having spent a significant amount of money, the ordeal has been disappointing and has left me questioning the reliability of the delivery process and customer support. This is super frustrating especially from someone who has been ordering from Dillards nearly 10 years and never had a single issue.Business response
02/05/2024
We understand that delivery delays do happen with the delivery carriers, and while we do apologize for any delivery issues you may have incurred, our records do show that your orders were as follows: Order placed on 01/22; pkg 1 delivered 01/23 - pkg 2 delivered 01/26 and pkg 3 delivered 01/30. Since you received all items we will not be refunding your money.
Initial Complaint
01/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased the Classic Brellah Mini Water Repellent Platform Booties on January 17th. The order number is *********. According to the tracking number my package was delivered on January 21st. But i have yet to receive my item. I looked at the picture on the tracking number and first off the picture is blurry you cant tell what where it was delivered to because of that and it doesn't even contain the address number within the blurry photo. Secondly i can tell thats not my house I dont have a mat in front my house. When i tried to get assistance from their customer service they opened a claim for me and after 24 hours they said, “Our records indicate the carrier confirmed the delivery was made to the correct location”. So they denied my claim. Where is the proof of this because that blurry picture indicates thats it was not delivered to the correct house and i still have yet to receive my item that i purchased. There is no proof that my item was delivered to my house. I haven’t received any contact from the carrier only from dillards email team which was no help. Now i am suffering and being told to “charge it back” but i can’t because i did it under my zip account and that would ruin my relationship with the company Zip if i did that. I never got the item that I spent my hard earned money on and its very upsetting. No wonder all these comments here are people NOT getting their items!Business response
01/30/2024
A refund in the amount of $100.88 has been processedCustomer response
01/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Vi ***Initial Complaint
01/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing to express my deep dissatisfaction with the recent experience I had as a customer. My order (Order #*********) was shipped via FedEx (Tracking #************), and unfortunately, the delivery process was severely flawed as I never received my order. Customer Service Representative and Supervisor were unhelpful. They cited the mere fact that the package was delivered, dismissing the significant issue of it being delivered wrong. Despite my anticipation, I have yet to receive the package I ordered, and the response from your customer service team has only added to my frustration. The photo provided by them is inadequate, showing only the box without any useful information. This lack of detail has made it impossible for me to understand the situation or take appropriate action. Additionally, when I requested information from Dillard's about what they received from FedEx, my request was denied. This lack of transparency and cooperation only added to the frustration of an already disheartening situation. This entire ordeal has been one of the worst customer service encounters I have ever experienced. The refusal to acknowledge a clear error and rectify the situation has left me deeply disappointed. As a result, I have decided to cancel all pending orders with Dillard's, as I cannot continue to support a company with such a flawed delivery policy and unhelpful customer service. I hope this feedback prompts a reevaluation of your policies and procedures to prevent other customers from enduring similar issues in the future. Sincerely, ******Business response
01/18/2024
Refund for $243.75 has been issued
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
180 total complaints in the last 3 years.
83 complaints closed in the last 12 months.