Dillard's Women's Shoe Department
Sunset Mall
San Angelo, TX
12/26/2018
This afternoon we went to exchange two pair of shoes that were received as gifts. Ultimately, the experience was a beyond imaginable. I escorted my fiancé and kids into the shoe department and left while they looked for help. They said that they were greeted nicely by an older associate that was interrupted by another saying, "I said hi to them first" very awkwardly making them uncomfortable and embarrassing them. After the first associate withdrew, the younger of the two began to try to help. What we had hoped for was another size of one shoe and another style of the second. Once it was clear that the store did not have what was needed, they discussed returning the shoes and asking if the associate could order the new ones and have them shipped to our home. This is where the real complaint begins, without discussing it any further the associate returned both pair of shoes to a credit card of a sister that lives in out of town. One of the shoes was paid for in cash by my fiancé's mother. During the entire process the associate was hurried and helping several costumers, saying "hi" to several others, and not listening to the several that she had sitting. When she explained that she had returned the items to the card and would not be able to reorder them she was reportedly less than apologetic. My partner and children returned to me amazed by what just happened. I took one of my children back in to the store to reorder the shoes. We were looking for the original associate, but as we were standing there we over heard two others talking about the situation. The one talking was talking to another that seemed not interested in the story until the first started using adjectives like "crazy" and then described her hair color. She explained how my family was unreasonable and upset, because we could not "get the money". Although, I was interested to hear more I had to interrupt when I saw the look on my child's face. She had been there for the previous encounter and she was shaken by what she was hearing. I interrupted by saying that I needed help and I asked the person her name. She was not wearing a name tag. At that point I was upset. I simply said that it was my family that she was talking about and I left. I went to the counter closest to the parking lot and I asked what the general manager's name was. A helpful and apologetic professional asked if she could call the manager for me. There was a storm coming and we had to get home, so I asked if she would have that person call me. I received a call from a person named Natalia that was also helpful, but she only identified herself as a manager and asked if I wanted to speak with the shoe department's manager. I wanted to speak with the general manager, her first name is Erin. There are very rude sales people working in that shoe department. I am not going to let my family spend any more money there. read more
