I am writing to express my deep dissatisfaction with Dillard's as a business in the Houston region, particularly at the Memorial City and Galleria locations. As a frequent customer who often purchases work attire from the ladies' department, I visit these stores at least three times a month. Unfortunately, I have encountered several major issues that warrant immediate corporate attention.

Firstly, I have observed a troubling pattern of discrimination involving the security personnel at these locations. On multiple occasions, I have felt uncomfortable and targeted as an African American customer. A particularly alarming incident occurred in August 2024 at the Memorial City location. After entering the store and briefly speaking with a familiar associate in the handbag department, I proceeded to the escalator. As I ascended, I overheard a department store associate announce over a police officer's walkie-talkie, an internal risk management security code: and proceed to describe me "African American female on the escalator." This felt like blatant racial profiling, especially since I had only been in the store for a few minutes. It is disheartening to think that my presence, simply as a customer, could trigger such scrutiny.

Moreover, when I inquired about this behavior, an associate explained that there had been a lot of theft at that location, implying that individuals of certain ethnicities, particularly African Americans and Hispanics, are being unfairly watched. This practice not only fosters a hostile shopping environment but also perpetuates harmful stereotypes.

My second concern involves Dillard's outdated return policy. My daughter purchased a $150 robe for me as a gift on December 14. Unfortunately, the robe was defective, and when I attempted to return it, we discovered that she had misplaced the gift receipt, and the tags were not attached. Despite having proof of purchase through her bank statement, the associate contacted the department manager, Eddie Ramos, for assistance. Instead of facilitating an even exchange, Mr. Ramos was unprofessional and rude, ultimately calling security to escalate the situation unnecessarily. Thankfully, I was acquainted with the officer on duty, who helped de-escalate the situation, but this experience was deeply frustrating.

Mr. Ramos's refusal to assist and his dismissive attitude, especially when I expressed my concerns about potential racial bias, were unacceptable. His response, citing his own background as a gay Hispanic man, felt like an attempt to deflect rather than address the issue at hand.

I urge anyone considering shopping at Dillard's to be aware of their surroundings and how they may be treated, particularly if they belong to a minority group. The lack of leadership, professionalism, and sensitivity among associates and managers at these locations is alarming. I am disappointed by my experiences and feel compelled to share this review to warn others.

Dillard's needs to reevaluate its policies and training regarding customer service and security practices. Until significant changes are made, I cannot recommend this store and will be reconsidering my future purchases.