Business Profile

Department Stores

Dillard's, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Dillard's, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

229 total complaints in the last 3 years.
95 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Demand for Refund for Final Sale Item Due to Incorrect Measurements - Order No. *********

On February 28, 2025, I purchased a blazer and skirt by Preston & York from your online store for $104.26. I measured myself according to the size chart provided and ordered the correct size based on said chart. Upon receipt of the item, I discovered that the measurements provided in the product description were inaccurate and did not align with the actual dimensions of the item. I tried to return the item online and in store but was refused. This discrepancy in measurements has made the item unsuitable for my intended use, rendering it defective under applicable consumer protection laws.

Under the Uniform Commercial Code (UCC) Section 2-313, any product sold must conform to the descriptions provided at the time of sale. This includes the accurate representation of dimensions, sizing, and other material specifications. The inaccurate measurements provided at the time of my purchase are a breach of the warranty of fitness for a particular purpose and the warranty of merchantability. As such, despite the item being classified as a "final sale" purchase, this does not negate my right to a refund for goods that fail to meet the required specifications, especially when the error is on the seller’s part.

Furthermore, under the Federal Trade Commission’s (FTC) guidelines regarding deceptive trade practices, it is prohibited for sellers to misrepresent products in ways that can mislead consumers. Inaccurate measurements that significantly differ from the actual product would be considered misleading, thereby entitling me to a full refund.

I am requesting that Dillard’s immediately issue a full refund for this purchase. This demand is based on the principle that a defective product, due to a material misrepresentation, must be refunded regardless of any "final sale" designation. I expect the refund to be processed promptly and credited back to my original method of payment.
Business Response
Date: 04/15/2025
The items purchased were marked "no returns". We have searched our records and found no complaints in regards to sizing on these items. The size ordered was the size received by the customer.
Customer Answer
Date: 04/15/2025

Complaint: ********

I am rejecting this response because: The business has removed the posting of the items purchased so I have no way of verifying whether there were any reviews at all. Nonetheless, the size chart for items on their website should reflect what I received, and it does not. The business mislead me and all consumers by marking items they knew were defective as final sale. I have been the same size for 10 years and even after verifying the size chart on the website, the sizes of the items received were not as according to the size chart. Dillard's is engaging in deceptive practices and refusing to make right their wrongs.

Sincerely,

******* *****
Initial Complaint
Date:04/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made an order and only received 1 out of 2 packages. The carrier submitted a delivery photo of my Amazon package but no dillards package. I contacted the company and all they told me was that it was “marked as delivered,” and that I could follow up with any additional questions via email which I have, but I have not received any additional emails back from them.
Business Response
Date: 04/11/2025
This customer has claimed "package not received" 3 separate times. We have photo of the package delivered and confirmation from the carrier.
Initial Complaint
Date:03/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/26/25, I ordered a pair of shoes online via the Dillard’s website. The shoe was on sale and the only size they had was a 6, which was great because that is the size I needed. I quickly placed my order and paid. I received a confirmation email afterward. The shoes arrived a few days later in a generic Dillard’s shoe box with no invoice or receipt. The shoes did not have a tag. Scattered in the box was the store label which stated that these were “display” shoes. The shoes were a size 7, which was not the size I ordered. I called customer service and was told they no longer had my size and they would send me a return label. I called back later that day to explain that I did not want to return the shoes and ask if they could search other stores for the size I needed. I was told they had no way of searching inventory. A few days later, I get an email, welcoming me to the Dillard’s family and claiming they could search for whatever item we needed if not immediately found at our local store. I had already called my local Dillard’s and left a message about needing to check if they had the shoe in my correct side. I never heard back from my local store so I had my daughter check in store to no avail. I emailed customer service to ask why they are making the claim that they can do a search when I am repeatedly being told otherwise. I told them I don’t want to return the shoes, I just want to exchange for the correct size. They made the error and should at least try to make it right. I received a canned response suggesting that I return the shoes. I responded to let them know that I didn’t feel like I was being heard. I asked if they could exchange the shoes for another color in the correct size since they made the error and caused me to miss out on being able to get the correct size in the original color I ordered. The response was the same, suggesting that I return the shoes. I’m stuck with shoes I cannot use and Dillard’s doesn’t care.
Business Response
Date: 03/19/2025
Dillard's does not do "exchanges", per say. Customers should return items for a refund and then order the item they would like. Also, we spoke to this customer and offered her a complimentary return label to send back the incorrect size for a refund. Our customer service system notes state that customer was informed multiple times that the color she ordered is no longer available anywhere at Dillard's. "Regrettably, the Birkenstock Women's Arizona Oiled Leather Big Buckle Detail Slide Sandals in Zinfandel is no longer available in any of our stores. We are unable to offer a substitution of this sandal or any other shoe/sandal." Customer should return the merchandise using the complimentary label for a refund.

Business Response
Date: 03/19/2025
Your "Desired Settlement" is exchange or replacement, yet we do not have the item you want in stock so we are unsure of what the resolution should be. We have offered a FULL REFUND if you return the shoes. A full refund includes the original shipping price.
Customer Answer
Date: 03/19/2025

Complaint: ********

I am rejecting this response because:
That is dishonest. In one of my emails to you, I pointed out that you have the exact same style shoe, albeit in a different color, available in the correct size 6 that I originally ordered. You have the same style available in black and brown. I wrote that I would accept either color in a size 6 as an exchange or replacement. That is not an unreasonable request, given that the error was Dillard's, but you immediately denied it. I still have those emails if you need proof that I did try to suggest a fair resolution to this problem

Sincerely,

***** *****
Initial Complaint
Date:03/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Dyson air strait from Dillard’s and expected the item to be brand new as no where on my order did it state it was refurbished. When I receive the item it did not come with the box and it stated in an official paper that it was a refurbished item. I decide to take it back to the Dillard’s store and the employee asked me a personal question asking why I waited “long” to return it. For starters, although I ordered it on the 14th it did not deliver to me till the 22nd, also I have a busy life which involves being a caretaker for another person so I am not free all day to just drive 40 mins to the store and make a return. Anyways I do make that 40 mins drive to be faced with an employee who had no clue what she was even doing and almost broke the straightner looking at it, she then stated that I should just contact Dillard’s to return it. I wasted my time, and gas to drive to the store and now I have to contact Dillard’s. I had the item exactly how I received it and should’ve been offered a return. The straighter matched the serial number on the box and had never even been used. It’s within the 30 days policy as well. I felt very uncomfortable with the way the employees treated me as if I was doing something wrong by simply returning a product the way it was shipped to me. Now I don’t want to drive 40 mins back to the store to deal with rude mean employees, and I shouldn’t have to pay $10 fee to make a return by mail, it’s unfair. Also how can I trust the mail process what if they once again make a claim that it’s my fault it came like this when it was shipped that way to me.
Business Response
Date: 03/11/2025
We apologize for the inconvenience this has caused. Since this item shipped directly from the vendor we reached out to them and they admitted their error. We have sent the customer a return label to return the item and also refunded them their $544.99. Again, we apologize for this.
Customer Answer
Date: 03/12/2025

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
Date:02/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used two gift cards to purchase an item from Dillard's worth over $400. The gift cards were valid and passed the checkout. I then received an email saying that I need to call Dillard's because they couldn't verify my payment information, specifically my name and phone number. I called them, they updated my information, and said my order would be on it's way.

Soon thereafter, Dillard's cancelled my entire order. They said that the money would go back to my gift cards, but that those gift card numbers would not pass their number verification. So, I am left with gift cards that are worthless because Dillard's has refused to accept them. This means Dillard's has effectively taken over $400 from me but never delivered any goods.
Business Response
Date: 02/28/2025
The order was cancelled because we were unable to determine how the gift cards were purchased. They originated out of two different states (Texas and Arkansas) and were being used in a 3rd (Illinois).
The customer can provide the physical gift cards instore or online to get the funds transferred to a new gift card.
Customer Answer
Date: 03/04/2025

Complaint: ********

I am rejecting this response because I do not have any physical gift cards, as they were bought online and Dillards does not have any instructions on how to transfer the online gift cards to another gift card.

Sincerely,

**** ******
Business Response
Date: 03/05/2025
You would need to mail the physical cards to Dillard's, ***** **** ********* ** *** *** *** *** ****** ***** ** *****, in order to have them transferred to new cards.
Initial Complaint
Date:02/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a shirt jacket on Dillards on line shopping for $52.50 plus tax , shipping and handling in a size 2XL. They sent a size MED. I received the jacket on 2-10-2025 and took it in to customer service for a refund this same day. ( clearance and no other jackets in size remained in inventory or on line.}. They issued a gift card which they transferred to a credit card of my choice. When asked why they did not include the $9.95 for shipping and handling that I paid for--the lady replied that they do not do that. I believe that S & H should also be refunded since it was only a mistake on their part. Prof of Purchase Barcode ************, Order Number *********, Date02/06/2025. The
S & H was the only thing that I did not get. Everyone was nice and courteous.
Business Response
Date: 02/13/2025
Due to the inconvenience of you having to make a trip to the store, we have refunded your shipping to the account through your Paypal account.
Initial Complaint
Date:02/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
10/14/24 Spent $353.48 on Natori bras. Was instructed to handwash and not dry using gentle detergent. I followed instructions and bra cups rolled over after only 1.5 months. I returned to store 12/29/24. Manager berated me for not handling bras correctly indicating it was my fault. Even though I was following the Charleston, SC employee's instructions. She did this in front of other patrons. She was condescending and rude. She only refunded me a portion of the expenditure $124.81. I tried to call Dillards and their corporate office but was never able to get anyone to listen to me (corp just hang up on you with a message that they're too busy to try back!). I want Dillards to know how their customers (prior at this point because I won't go back) are being treated. I would also like a full refund as the product is defective.
Business Response
Date: 02/10/2025
W reached out to the customer and issued a refund of the difference she was owed.
Credit issued to the gift card she received at store 230 on 12/29/24 which she still has in her possession.
Initial Complaint
Date:01/29/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim through Dillard’s because I never received my item. My order number is #*********. I got an email from Dillard’s saying the review of your claim is complete. Our records indicate the carrier confirmed the delivery was made to the correct location. At this time, we will be unable to process your request. When I checked the tracking there is no proof it was even delivered to my front door because there is no photo. No package was even at my front door at the time. This is just ridiculous on USPS and Dillard’s end because I still have not received my package! USPS will not help me so Dillard’s and the BBB is my only option. Completely unprofessional of them I will no longer be ordering online from them. I would like to request a refund to my original payment method for my order since the lady on the phone said the item is no longer in stock so a replacement would not be an option.
Business Response
Date: 01/30/2025
Customer recently let us know that the item was located and she will be returning the merchandise in store.
Customer Answer
Date: 01/30/2025

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
Date:01/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/19/25 I placed an order on dillards and it was processed successfully. I have contacted customer support and created a claim which was denied and was not further assisted. I have not recieved the refund I am currently looking for
Business Response
Date: 01/30/2025
Customer has been refunded $16.55 to his method of payment.
Initial Complaint
Date:01/29/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a stroller from Dillard's on 12/12/24. While it confirmed delivery, I did not receive the package. I contacted fedex, whose driver also confirmed they did not follow procedure to take photos and could not confirm my package was delivered. They confirmed the merchant needed to file the claim since the investigation was in my favor but dillard's is refusing even though fedex has said that's the appropriate step here
Business Response
Date: 01/29/2025
This customer informed us that they had known theft was occurring frequently in their mail room. She said that officers were already assigned to the case.
We informed her that Dillard's would not be responsible for theft in her mail room.
Business Response
Date: 02/04/2025
The customer has been refunded in the amount of $556.51
Customer Answer
Date: 02/05/2025

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,

******* ******

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Dillard's, Inc. is NOT a BBB Accredited Business.