Complaints

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

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Dillard's, Inc. has 169 locations, listed below.

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• 

  Dillard's, Inc.

  1600 Cantrell Rd Corporate Offices Little Rock, AR 72201-1110

• 

  Dillard's, Inc.

  395 N. William Dillard Drive Gilbert, AZ 85233

• 

  Dillard's

  11359 Montgomery Rd Harper's Station Cincinnati, OH 45249-2312

• 

  Dillard's

  6200 Glenway Ave Cincinnati, OH 45211

• 

  Dillard's

  25188 Great Northern Blvd. North Olmsted, OH 44070

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:09/14/2023

  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 never received a package that I ordered from Dillard's (Order # *********). Dillard's shipped the package via FedEx (Tracking # ************). FedEx delivered the package to someone's house other than mine. FedEx provides a photo of the delivered package. The house in the photo couldn't be much more different than my home (i.e. - I have a single door, the house in the photo has a double door, my door is painted white, their door is brown, I have a black security door, their house doesn't have a security door, I have a cement entry they have a Mexican Tile entry, I have a cement walkway, they have a brick tile walkway, my house is painted a light tan/yellow, their house is brown, etc.). Clearly FedEx delivered my package to the wrong house. But because FedEx provided Dillard's with a photo showing that they delivered the package somewhere, Dillard's Customer Service Rep and Supervisor both tell me that they can't authorize a refund (as the package was delivered; who cares where it was delivered?). This is ridiculous. I asked the Customer Service group to have a manager from Dillard's at Glendale (AZ) Arrowhead Mall to come by and compare my front door to the FedEx supplied photo of the house where the package was delivered. Apparently, they won't do that. I asked Dillard's to supply the information that they received from FedEx, they refused. What a run-around. This is one of the worst Customer Service encounters that I have ever experienced. I refuse to do business with Dillard's in the future, as I don't view them as a reputable company. I cancel all pending orders that I had with Dillard's so that I don't have to go through this again.

  Business Response

  Date: 09/15/2023

  We apologize for any inconvenience.  We show that a total of $50.32 was refunded yesterday.  If you do not see the refund in 3-5 business days please let us know.

  Customer Answer

  Date: 09/15/2023

  
  
  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:08/28/2023

  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.

  Order #: *********
  Email: ******@gmail.com
  Date of transaction: August 20
  Date of said ‘delivery’: August 23
  Transaction amount: $106.93
  
  I ordered from Dillards on August 20 for an Ugg’s Platform Slippers and was given the estimated delivery date of August 25. Comes the 23rd, I get a notification from Ugg’s that my order had been delivered. I check outside and NO they in fact did NOT deliver. After calling FedEx and letting them know my situation they say if my estimated delivery date was set to be the 25th then it might turn up by then around that time and that I may have just given a false delivery tracking update, and if it hasn’t come by then I should consider asking my neighbours. The 25th comes and nothing came. I asked my neighbours if they’ve seen anything or a FedEx truck come anywhere nearby and they haven’t seen anything either. I call Dillard’s and explain to them my situation and quite ‘empathetically’ they apologize for my inconvenience and tell me they’ll be able to process a refund and I should know more of an update to this in 24-48 hours. I’m relieved at this point until I get an email just today from Dillard’s stating:
  
  ‘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’.
  
  I find this to be quite UNFAIR as I was promised a refund and yet they come to turn back on their words days later when I’m already off the phone. Their customer service line has been little to NO help and I’m stuck on this loss! I should be provided a refund back to my original payment method like I was promised!

  Business Response

  Date: 08/29/2023

  After researching this matter we have refunded the customer's money because we can not confirm this was delivered to the actual customer's address

  Customer Answer

  Date: 08/29/2023

  
  
  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:06/12/2023

  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 returned a gown along with items from a different order and never received a refund for the gown. Dillards did not properly process the return and "lost" the gown. I was told items could be returned in the same box (which was the original box that I received the Adrianna Pappell Gown (Item No: ******** - $249.00 / Order Number: *********) Because the items were from different orders, I printed BOTH return slips from their website and included the two slips inside the one Dillards box. All items were unused, wrapped perfectly, and in the same condition that I received them.
  
  I believe that what most likely occurred in the warehouse was that either only the outer packaging slip was scanned and/or only one of the enclosed printed return slips was scanned. Either way, I returned the gown and Dillards received the box. I should have promptly been issued a refund along with the other items that were enclosed in the box, instead of being dismissed and expected to pay for a $249 gown that I returned by following all guidelines.
  
  The customer service reps repeatedly told me that the gown could not be located in the warehouse and there was nothing else they could do to help. I have no idea what process they went through to try to locate the gown, but it clearly did not work and their records are inaccurate. Since they received the box I sent (and refunded money for the other 2 items in that box) they had to have received ALL of the items that were sent in that box and Dillards still owes me a refund for the $249 gown.

  Business Response

  Date: 06/12/2023

  We apologize for this inconvenience. A refund has been issued for the dress. Total amount refunded $267.05 which should be seen in 3-5 business days.

  Customer Answer

  Date: 06/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though the amount refunded does not make up for the hours of my time lost disputing the issue with the customer service team, I am glad that at least the refund is finally being processed. I appreciate your assistance!

  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/09/2023

  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 blazer in-store for delivery ($171.79) to my home because the size was unavailable. The package was never delivered to my home, and Dillard's refused to issue a refund or reship the item; instead, they referred me to FedEX. I spoke to FedEx, who stated that they do not keep records for more than seven days and do not provide proof of delivery. Well, it was not delivered to me or placed at my front door. I did not pay FedEx for the item; I paid Dillard's, so Dillar's is responsible for the delivery. I am being robbed by Dillard's, which is not a good feeling. I am seeking a refund, replacement of the article, or evidence of where the package was left.

  Business Response

  Date: 05/10/2023

  We have issued a refund for the item to the customer's original form of payment. The customer should see this reflected in 3-5 business days.

• Initial Complaint

  Date:01/13/2023

  Type:Billing 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 pair of shoes for a friend and needed to exchange them for a different size. I returned the original pair stating I was going to make an exchange. The return policy stated I would get refunded with the original form of payment. Then I ordered the new pair separately. I got contacted by Dillards saying they couldn't complete my return because they didn't have the size of the shoe for exchange (I was never asked this). I let them know I'd already ordered the new pair and asked for my refund to be processed. They said they couldn't process it back to my credit card, but would instead send me a gift card and I'd have to call back and have the gift card balance transferred to my credit card. What!? This sounds SO shady! What is going on here Dillards? I just want my refund.

  Business Response

  Date: 01/13/2023

  The customer's original tender was Apple Pay so unless she provides her debit/credit card information to us, we have no way of transferring the funds to that tender. This is why we refunded the amount via gift card. We can only transfer gift cards back to original tenders if the original tender is an actual card.  If the customer will call our customer service number she can provide her information and we can get this fixed for her.

   

   

  Customer Answer

  Date: 01/13/2023

  
  
  Better Business Bureau:
  
  
  Hi there, I reviewed the response from Dillards but I was not given the option they mentioned to just provide my credit card number and receive a refund to that. If I was offered that I would have done that :) but they said the gift card was the only option. I'll try calling again and seeing if they can just refund to my card.
  
  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:01/03/2023

  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.

  I made a purchase on Dec 26,2022 for a handbag, wallet, and crossbody as it was a gift from a relative. I received an email stating the package was delivered. however, I did not have any packages. A very blurry picture was submitted by the parcel company, which made me believe they were in a rush and possibly took the package. Dillards has refused to issue a refund or reshipment even after explaining to them several times that I HAVE NOT RECEIVED THE PACKAGE. I will not pay for an order that was either stolen or not left at the property. I will no longer patronize this business. Dillards does not accommodate their customers. They offer no alternatives. When the order was purchased next day shipping was also selected. The packaged did not show delivered until 2 days after the order was placed. My order number is *********.

  Business Response

  Date: 01/03/2023

  Customer claimed she didn't receive a $1200 order in April and we issued a refund for that order.  The delivery image on the customers most recent order depicts the package was left next to the rocking chair on the front porch.  When googling the address, those same rocking chairs are present at that address.  Dillard's will not be refunding this order.

  Customer Answer

  Date: 01/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The parcel company should be investigated. I’ve moved forward with filing a claim elsewhere.

  
  
  
  Sincerely,
  
  
  
  ******* *******