Department Stores
Dillard's, Inc.Headquarters
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Complaint Details
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Initial Complaint
01/29/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
01/30/2025
Customer recently let us know that the item was located and she will be returning the merchandise in store.Customer response
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
01/29/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
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 forBusiness response
01/30/2025
Customer has been refunded $16.55 to his method of payment.Initial Complaint
01/29/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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 hereBusiness response
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
02/04/2025
The customer has been refunded in the amount of $556.51Customer response
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,
******* ******Initial Complaint
01/28/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I am reaching out regarding order #*********. I returned the shoes associated with this order to Dillard's on January 2, 2025. The USPS return tracking number is **********************************, and records indicate the return was delivered on January 8, 2025. Since then, I have contacted your customer service team twice to inquire about the status of my refund. On both occasions, I was assured the matter would be resolved, but no action has been taken, and several weeks have now passed. I would appreciate it if you could look into this matter promptly and provide an update on the status of my refund.Business response
01/29/2025
We contacted the USPS to get information on the return. The USPS stated " This package was not addressed to Dillards. It was addressed to another business on ****** Dr ******** AR *****. Package was delivered correctly as it was addressed."
This return label was manipulated and we did not receive this return. The customer originally tried to claim non-receipt of goods and we denied the claim, then the customer located the package and a return was initiated. We are denying this customer's claim, and future purchases may be made in-store only.
Initial Complaint
01/17/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed a order for my sons birthday from dillards on 1/05/2025 and at first it was delayed due to weather then i received confirmation my order was delivered so after getting home i checked mailbox, porch and with neighbors and still can't be located. I reached out to dillards and they decided to tell me it is not their responsibility and they will not be taking any further action. This is not only is my sons package missing but now I still have to pay for something that has obviously been stolen or lost ... do not shop with dillards they're not professional at all and do not care about their customers.Business response
01/17/2025
This order is this customer's 2nd claim of non-receipt. The first order (#*********) was a claim of non-receipt and we issued a courtesy refund. Dillard's has proof of delivery so we will not be issuing a refund for this order.Initial Complaint
01/10/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I order from Dillard. com on December 24 2024 I order two coach pocketbook my order total over 685.31 which 40 dollar was taxes. They marked delivered on 12/28/2024 also extra for two day shipping. I went down the to my porch to get my package. It was not there ask around look around couldn't locate it. Still can't locate it. They did delivered photo I couldn't make my apartment the driver took a photo from the end of driveway. It was all blurry. They promise me refund more then once never got it. They still want to investigate more. The company is awful terrible customer service. Also looking back at my tracking my order was shipped and then canceled for both items. I want refund I never got this.Business response
01/13/2025
Geolocation of delivery confirms delivery was made to the correct location. If you feel it was stolen you will need to dispute the charges with your bank.Customer response
01/13/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *****Initial Complaint
12/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased two cosmetic purchases on November 8th, both of which after sitting in my car for two weeks, I decided I didn't actually want. After inspecting the items further, I noticed the mascara set that was sold with a makeup bag did not have any contents inside the bag. This made me want to return my purchase even more so since I had paid for something at the counter I didn't receive. Since the nearest Dillards is in the next city over and I was leaving on a business trip with work, I decided to call and request information about returning these products to the warehouse via mail in order to meet the 30 day return policy. I was told this would be no issue and I went through the process of logging my purchase and acquiring a label. My husband mailed the package for me. After thinking the package was lost in the mail because it had no delivery scan at the warehouse, it suddenly showed back up on my doorstep. All proofs of purchase labels had been removed from the cosmetic boxes and the lipstick was actually open and loose inside the shipping container, which wasn't the same one I mailed the return in to the warehouse. My products had been tampered with and a note was inside the box indicating that the items were refused for return because they were not in new or original condition. This is not the case- they are new. After speaking with Evon and many other levels of management and made out to be a complete criminal for simply wanting to return unused items that I feel were overpriced, I still have not been allowed to return. They have destroyed my proof of purchase labels and kept my receipt that I mailed in with the items, so now, while the store would be willing to help me since I am back from my trip, I have no proof of purchase or receipt and now it's outside the 30 day window. I was basically called a liar this morning by Evon in corporate management, and this is unacceptable. I followed return policy and want my money back on these items.Business response
12/30/2024
Our notes and records show that the items that were received by Dillard's were not in original, unused condition. We consider this matter closed.Initial Complaint
12/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
under ***********6@***.com will show order delivered on 12 13 it was a mens XXL polo shirt NOT brown women shirt i ordered please send that shirt or refund. or i dispute .so again i got the wrong item. and did not get what i ordered check order number under my email address.Business response
12/18/2024
Please provide the order number you're referring to and the actual concern. You have several orders and we can't figure out which item you're referring to. Please provide the exact SKU number of the item you didn't receive. Are you able to return the Polo item that you received in error?Customer response
12/18/2024
Complaint: ********
I am rejecting this response because:*************
order number it was a shirt delivered but not on 12 13 please look for BROWN shirt under ***********6@***.com i can mail back polo shirt yes. thats all i have
Sincerely,
*** ChitesterBusiness response
12/19/2024
We cannot find that order number, but have issued you a credit in the amount of $29.40 for a brown shirt in one of your orders. No need to return the polo.Initial Complaint
12/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Dilliards department store cancelled 40 of my Christmas gifts ordered online in Dec completely with no reason and no notice given!!!!!Business response
12/16/2024
This order was canceled but all monies have been refunded.
It was canceled due to the quantities of the items. Some beauty items are restricted to 6 each.Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/18/24, I placed an order online with Dillards. It was order #*********, 1 pair of pink UGG boots size 7 and 1 black UGG boots. When I received my order it only contained the black boots and not the pink ones. I reached out to Dillards customer service rep. via chat on 11/22/24 with ****** and was promised a refund. I never heard back from anyone nor received the refund. On 11/25/24 I contacted Dillards and chatted with CSR ********* at which time was told that "sorry for the delay, you should receive a refund soon. On 11/29/24 I received an email indicating as such:Dear Customer, Thank you for your patience. The review of your claim is complete. The size and weight confirms the items were sent in the shipment. POD also indicates there were no damages to the shipment. At this time we are unable to process your request Please do not hesitate to contact us via email or at 1-800-345-5273 should you have any additional questions. Customer service representatives are available Monday through Friday from 7:00 a.m. until 9:00 p.m. and Saturday through Sunday from 9:00 a.m. until 7:00 p.m., CST. Thanks, Dillard's www.dillards.com Today, 11/30/24 I was told that it was my bank issue and not theres. I want a full refund for the black UGG boots that were not received.Business response
12/03/2024
Dillard's stands by its initial response. The weight of the box when shipped coincides with the weight of 2 pairs of Ugg boots. Our Proof of Delivery from carrier indicates there were no damages to the shipment. Dillard's considers this matter closed.Customer response
12/03/2024
Complaint: ********
I am rejecting this response because: The evidence speaks for itself, I only received 1 pair of boots and not two. If you look on the previous complaints against Dillards, they have a history of unethical business practices. Common courtesy to the customer would have, could have but didn't offered me a refund or reshipment with signature. The company failed 100% overall. I want a refund or the boots, Pink UGG size 7 that I paid for.
Sincerely,
**** *******Business response
12/05/2024
A previous claim was filed for missing Uggs out of the package on your previous order ********* as well. A refund was issued to you on that order.
As this is the 2nd claim for missing Uggs out of the package we encourage you to dispute the charges with your credit card provider.
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Contact Information
Customer Complaints Summary
207 total complaints in the last 3 years.
95 complaints closed in the last 12 months.
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