Monday, February 16, 2009

And retail stores wonder why sales are down!!

I went shopping today for bedding. I knew it was traditional that on President's Day, there are linen sales. So I started at Dillards. And I found exactly what I wanted at 33% off. Not a huge sale, but I could live with it. Took everything to the counter and the GUY (I can't believe how many men are working at Dillards now!) rang it up with no discount. I promptly explained it was 33% off. We both walked over to the shelves and he took the sign in his hand and read it. I saw it was the sign I was looking at. 33% off. So I walked back to the cash register. He came around the other side with the sign in his hand, showed it to me and said, "sorry, these are not on sale".

Now I'm not stupid. I know that their signs simply drop down into the frames and are printed on both sides. He had flipped the sign while walking behind me.

I simply said, "sorry then, I'll wait."

I was livid! Beyond livid! I will NEVER go back into that Dillard's store. They have lost a very faithful customer.

So I drove over to Bed Bath & Beyond. I found something that will work just fine....and cheaper. But I had to buy a duvet cover to go over the down comforter to get the colors I wanted. The clerk was so nice. She said that if it didn't work I could bring it back. And she said, "there is absolutely no time limit on our returns, so just bring it whenever you are in the area". And she suggested that the next time I'm in, I might want to purchase clips to keep the duvet cover attached to the comforter. She didn't "push" me to buy them at all, just made a nice suggestion for future reference.

Which store do you think just got my business????? I'll be going back there for all my bedding needs.

In graduate school, there was a saying, "it takes months to gain a customer....seconds to lose one". I have been a loyal Dillard's shopper ever since BEFORE they came to Colorado. I used to stop at the stores in Missouri on my drive "home to Indiana. I have always gone to Dillard's before any other department store when I am on the "hunt" for an item I think they might have....including kitchen, bedroom, clothes, shoes, gifts and more.

In less than a second today, Dillard's lost my business forever. I refuse to be treated that way. By anyone.

I totally understand that the guy probably forgot to switch the signs this morning (I was there 30 minutes after the store opened).....and that if I had insisted, he would have had to give me the bedding at the discount....and he knew that he would get into trouble with his boss. After all, a GUY working at Dillard's in a traditionally woman's department - I'm sure he needs his job desparately.

So I think we are going to see a new trend. The customer is no longer right. The employee is going to do whatever it takes to keep their job. But how sad is that. If we all stop shopping at Dillards, the store will close and the employee will be out of work anyway.

Bed Bath & Beyond definitely has my vote! Excellent customer service and tips beyond my expectations!


Anonymous said...

BBB also is "coupon" friendly. You can use their coupons after the expiration date and can also use more than one at a time. If you want to use a coupon for something available on-line, you can order at the store, use the coupon and it will be shipped to your home. They've had my business for a long time.

Anonymous said...

Dillards just lost my business too! It is their loss--not mine.

Jen Lowe said...

I sent the link to this blog to Dillards. A very nice manager called me today. He apologized for what happened and asked how he could make it up to me. I said, "just make sure it doesn't happen to anyone else." He assured me he would work to that effort.

I'm impressed that he called. Makes me feel a bit better. He asked me to describe the clerk, then said, "I know exactly who you are talking about." At least he didn't just blow me off, so I will give him credit for that. He said he was going to send me a gift card. I have to agree....that's a perfect way to get me back into the store. Extremely smart manager!

Everyone deserves a second chance. Even a department store.

Evelyn S. said...

Good for you for not letting this issue drop! Customers need to force the issue with businesses, and in this economy....I think the customer is king---or queen! Glad to hear that the manager tried to make amends. (I don't live anywhere close to either of these businesses!)