Dillard’s Investor’s Relations by email, Saturday, 07.11.2009
Regarding: 7800 W Arrowhead Towne Center
Glendale, AZ [protected]
Today, Saturday, 07.11.09, I experienced extremely poor resolution for a transaction that resulted in lost revenue and consumer confidence for Dillard's.
At your Arrowhead Mall, Glendale, AZ location, I attempted to purchase a set of Oneida flatware, regularly priced $149, with 33% off, sale price around $99. I had great service with Monica. She escorted me to the register, asked me to slide my credit card, it didn't take, and so she asked me for it and slid it at the register itself. Then, the final sale price presented for me to sign on the electronic data capture screen was a whopping $164. I declined to sign and asked that the transaction be voided. She said she couldn't do that. She called over a young man, who didn't introduce himself and had no name tag. He explained I would have to sign for the wrong price. I declined to do that. I asked him to please void it. He said he couldn't. He called someone who apparently told him to tell me they would give me a store credit for the difference of the incorrect price and what I was supposed to pay at the sale price. Again, I declined to do that. Why would anyone sign their name to a charge they do not want to accept??
This young man was arrogant, with no apologies, unlike Monica, who was very sorry for the whole thing. I left, not signing...AND with an authorization on my card which the young would not lift for me with a simple phone call to American Express authorizations. I now have to wait 30 days for it to drop.
So, having shopped Dillard's for years in Texas...and just a few times now that I live in AZ...I can assure you, I won't enter this location EVER again.
I urge you to educate your personnel on how to void a charge transaction, lift authorizations AND most importantly, remember the quality of the customer experience directly impacts YOUR bottom line and your employee's jobs.
An apology from the rude young man would be appropriate; however, it is unlikely that will happen.
With regrets for shopping with you today,
Cc: Dillard’s Arrowhead Store