We bought a few pair of shoes for my mom on 05/05/19 at Dillard's at the Northeast Mall. One pair did not come with a box. We asked the sales clerk if the shoes were returnable and the sale clerk said that as long as we had the tag at the bottom of the shoes, we would be able to return them.
Today on Mother's Day, we went to Dillard's to return the shoes that did not have a box since my mother did not like them. When we said we wanted to return the shoes, the sale clerk immediately told us she could not take back the shoes because it did not come with the box. We told them that it did not come with the box when we bought them. The sale clerk resisted taking back by saying it is their policy. This policy was not mentioned when we bought the shoes. She called the manager to see if they could take back the shoes. The manager, Christine/Kristine (did not see her name tag. Some name spell like that), rejected. We requested to the manager in person. We waited 10 minutes for the manager to arrive and once she did, she immediately stated the policy and constantly repeated the policy which was not conveyed to us at the moment we bought the shoes. We had to remind her that we were not told about the policy and that if the shoes did not have a box they were final sales. Again, we were not told about the policy and we did ask them if the shoes were final sales at the moment we purchased the shoes! The manager also told us that it is the norm that no one would sell any merchandises without the box. She listed out perfume, cosmetics, watches, etc... and the list went on. I agreed with her that I have never bought or seen any department store or retail stores that sell merchandise without boxes, especially perfume and cosmetics (because the manager kept referencing only perfume and cosmetics). However, Dillard's does sell merchandise without boxes and my mom's shoes are an example! How can she say that it is the norm to a customer when you sold these shoes without a box to us! Her words were totally contradicting with our situation! After five minutes of talking, she left us saying that it was the policy and no further discussion was necessary! It was frustrating to all of us who just wanted to get our mom a gift for her Mother's Day.
Thanks Dillard's for a poor customer service and untrained staff that didn't know company policy that ruined our Mother's Day! I will let all my friends and family who have always liked Dillard's to not shop here because the staff is not helpful and did not even want to hear anything! What happened at Dillard's was a horrible experience for us and it is extremely disappointing how this situation could have been avoided if the sales clerk informed us of the policy at the time of purchase. This is something that no one should experience while shopping at a high-end department store.
We have attached pictures of the shoes and the receipt. The rest of the receipt is not disclosed because it has our credit card's information. The shoes are brand new because my mom has not worn them yet. The tag that is required for return is still there untouched! We all hate that shoes now and my mom will not wear them because they remind us of horrible experience we have at Dillard's and how unprofessional the staff are at the Northeast Mall. They were unwilling to solve the issue and unhelpful.
Bye Dillard's! Nordstrom and Neiman Marcus are really good and even better so why even bother come back to you, Dillard's!
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