Department
The other day, I read that Macy’s is closing a number of its department stores. Despite localized hatred for that chain (they bought and changed the beloved Marshall Fields to Macy’s, a move most Chicagoans find unforgiveable), I’m absolutely perplexed why any department store still exists.
For one, I am fearful of department stores. If I walk into a store and need a map to know where I am (You Are Here [insert yellow star]) and to figure out where I want to be, it’s a bad start. Most of the time, I just walk through the department store in order to gain access to the mall. Sometimes that is even a challenge.
Department stores are too big.
But, this time I’m actually going to give a department store a shot. I finally figure out where all the women’s clothing is located and I realize that department takes up three quarters of the second floor of an already monstrous floor plan. It’s intimidating at best.
Let’s say I want to shop for jeans. One would think I could go to the jeans section of the women’s department to walk among racks of all the different jeans designers. Oh no. That makes far too much sense.
Instead, we have the Calvin Klein clothing section, the DKNY section, the BCBG section and so on. Meaning, I need to somehow locate jeans in each of the many designer sections. Wade through clothing I do not want or need in order to get to the next section, where I need to locate their jeans, too.
There is no comparing of styles from one rack to the next. There is no grabbing a couple sizes in each style, because by the time you’ve visited two racks, your arms are heavy with clothing. And you still have half the floor to walk, seeking other jeans designers. And there is no one to help you. Ever.
Department stores are irresponsible with staffing.
Have you ever tried to find help with a size? Or worse, spend some money at a check-out counter? When you need help, no one can be found.That is, unless you’re in the make-up and perfume department. That’s where you’ll find all the hustle and bustle. Two employees at each make-up counter. Crazy, overly made-up women chasing you in the aisles with perfume. It’s a zoo (and sometimes smells like one, too).
Let’s say you actually do find someone who can help you. They are over-burdened with questions (because all 5 customers on that floor are looking to that one employee for help). And when it comes time to take your money, it takes forever to check out. Department store technology is stuck in 1985, when department stores were actually cool.
And don’t even try to return something. After our wedding, when our friends and family spent thousands of dollars on our behalf at one department store, Sweets and I needed to return a few things. I went to customer service only to be told they couldn’t take all my returns. I’d have to go to the wedding registry department for some returns. I went to the bridal counter, where they told me I needed to go to customer service. I’m pretty sure I blew a gasket. It wasn’t pretty. Instead of saying, “hey, this is one of our preferred customers who has brought a lot of business to our store, let me take care of them,” they instead pull the “not my job” crap that will drive me to swear. Out loud. At you. In public.
Did I mention department stores smell like a zoo? Well, here’s the thing. They cannot be picky. They have rows and rows and rows of shelves to fill. If Clinique comes out with a make-up product that will not sell, it doesn’t matter, a display case must look full. If Brittany Spears new perfume smells like ass, it doesn’t matter, a shelf must have product.
[For the record, I think Clinique sells a quality product and have not ever smelled Brittany Spears, nor her perfume. I'm just using examples to make a point.]
Heck, if a particular department store decides their clientele is not purchasing Clinique and that particular store is losing money off Clinique, their hands are tied. Boot Clinique out the door and they’d have a four-sided, empty display case. Lights out. That can’t be a good face for their customers. So, instead they showcase pricey products that might or might not be best geared towards their customers.
Speaking of price…
Department stores are expensive.
I’m not talking about higher-end stores like Barney’s and Neiman Marcus, where I expect outrageous tags. Even Macy’s and Lord & Taylor, on a normal day, are expensive. Unless they’re having a blowout sale (which they seem forced to have in order to move product), I’m always appalled at the sticker shock I feel when walking through their racks.
Maybe it’s just me. Maybe I go to the stores during off hours (lunchtime in a suburb where many women don’t work? that’s hard to believe!). Maybe (likely) there are things about the department store business model that I just don’t understand.
However, one thing holds true. When I ask my friends and co-workers where they go shopping, they normally respond with smaller chains and local boutiques. Rarely the department store. And if the web of non-department-store shoppers keeps expanding, the question remains: how do department stores survive?
Do you shop at department stores? Please help me understand how on earth they continue to survive!
January 14th, 2010 at 7:29 am
Well, there are some things that I think a lot of people still shop for at department stores. Cosmetics are one- though I agree with you that those sections are terrifying, for many it’s helpful to ahve all the different brands in one place (though Sephora is doubtless displacing some of that). Shoes and handbags. Hosiery. Evening dresses. Winter coats. Things that you don’t need to buy every day or even every season, but when you do, you want to go to a store that has a whole department or section with dozens of choices from many different brands- something that’s much harder for a smaller boutique to do. And don’t underestimate the power of the bridal registry- since these stores have a regional or even national presence, they remain a solid option for couples looking to register for dishes, pots and pans, linens, etc. I’m sure department stores count on that business.
I agree with you, though- for things like jeans and sweaters and everyday clothes- I’m not a department store girl.
January 14th, 2010 at 7:53 am
I actually have a huge problem with Macy’s in general after this incident that happened last year. I know that not ALL Macy’s are to blame but as you know, once a store has left a stink in your mouth, it’s a hard thing to overcome.
I find that the only reason I go to department stores in general is to find perfume or cosmetics that I can’t get anywhere else. Even then, I’d rather go to Sephora if I can. There’s too much unnecessary items and not enough of other things. Of course, I am looking at this from the perspective of a plus-sized woman who is confined to one section for clothing rather than 20.
January 14th, 2010 at 8:40 am
I’ve never had anything against department stores, per se, but I really don’t like shopping at Macy’s for some reason. And, maybe because I didn’t grow up with it, I was a devoted die-hard Field’s fan either. I liked Carson Pirie Scott and was disappointed when they closed the downtown store years ago. It was my secret Awesome Affordable Dress Haven.
I know this isn’t a better answer, smaller locally-owned stores are better, but I’ve taken to shopping online for pretty much everything. The selection couldn’t be better, most of the time you get free shipping, you can google a promo code for a discount, and more efficiently price shop. I love it. There isn’t the “instant gratification” factor, but waiting a day to a week is worth it to me. Plus, with this weather! Ugh. Who wants to plie through the snow and the masses on Michigan Ave. or State St.?!
January 14th, 2010 at 8:55 am
While I’m not a huge fan of the bigger department stores, there aren’t a whole lot of other places to shop locally here. The area I live in is basically an older population with a lower income than the rest of the country, so smaller chains and boutiques don’t do well here. Personally, I drive to Pittsburgh where there are more than enough stores to suit my fancy, but a lot of people don’t do that so stores like Macy’s and JCPenney’s survivie here because its a “one stop shop.” Here options like Ann Taylor Loft, Banana Republic, Gap, Forever 21 etc just don’t exist.
January 14th, 2010 at 9:08 am
I’m in the same situation as Mandy. I live in an area with an older population and it’s not located near a big city, so Macy’s is one of the only places I have to shop that is somewhat close to me. Otherwise my choices are Marshall’s, Walmart, Sears, etc. Sooo really nothing.
I have to find a dress for a wedding later this month and will be driving over an hour to go to outlets that house BCBG, Ann Taylor Loft, etc.
January 14th, 2010 at 9:09 am
Like you, I use the department store to gain entry to the actual mall. However, I will frequent a department store (usually only Macy’s) if they are having a huge shoe sale. I love me some good shoes at amazing prices. I have also been known to find a few pair of jeans here and there, during their blowout sales. Oh, and jewelry too. If I buy something at a department store it’s usually based on it catching my eye and not being able to leave without it. Very rare. Our Macy’s is always really busy though, now that I think about it.
But my preference? Stores like Anne Taylor Loft, Banana, The Limited, sometimes the Gap.
January 14th, 2010 at 9:14 am
I am used to shopping at Macy’s perhaps because my mom is a huge macy-aholic. She is there at least once a week and because she is a super duper shopper she gets tons of coupons so it is a never ending cycle for her. As a kid, I was dragged along.
I think for certain things like wedding registries they are great (especially if you go the traditional route). But I am not big on shopping for clothes there, it does get overwhelming and sometimes they do not clean up the messes. Who wants to pick through a pile of sweaters that are in a pile?
For me, since it is a nation wide chain, I tend to shop there for gifts for my family so I know any gifts that don’t fit or need to be returned, it is easier for the recipient to do that.
January 14th, 2010 at 9:30 am
I generally steer away from departments stores and like you, often use them as a means to enter the mall.
Close to Christmas I went to the mall for some last minute shopping and found it to be surprisingly not too crowded. Then I went to Macys to look at winter coats and BOOM it was crowded beyond belief. Apparently a lot of other people do hit the department stores!
January 14th, 2010 at 9:41 am
I use department stores. Shoes, sunglasses, perfumes, cosmetics, handbags (if the sale is good), cheaper jewelry. Specialty stores are good too, but I like Macys, Bloomies and Nordstrom. At least for the shoes, I can’t really find a comparison.
January 14th, 2010 at 9:45 am
All very good points. I do shop at department stores, however, for four main things:
1. formal dress (i.e. fancy party or wedding)
2. handbags
3. shoes
4. winter coat
They do have good prices on the above mentioned when they go on sale. Better so than boutiques. BUT for all my clothing needs, you can usually find me at Ann Taylor Loft where I’m an addict. It’s true. :)
January 14th, 2010 at 10:17 am
I don’t go to the mall. Ever. I can’t handle it.
January 14th, 2010 at 10:44 am
Your complaints are true but I still like department stores for their sheer selection. Yes, it’s a pain that you have to walk all over the place to find different things (though they are good about putting dresses all in one place, at least), but they have so many options. I don’t really shop anymore, but I have bought a lot at Macy’s in the past, and some of my favorite clothes are from there. Still, there are certainly improvements that could be made to the model.
Also, that article you linked to is a year old. Macy’s closed all those stores last year. Which is good… you scared me!
January 14th, 2010 at 10:46 am
Oh and also, Macy’s isn’t expensive because they’re always having sales and coupons. This actually drives me crazy--it’s not that they’re being forced to have sales to move merchandise, per se. It’s that they deliberate price their stuff high and then sell it for cheaper to make people think they’re getting a good deal. Why does it have to be about who has the card and the coupon and this and that other random thing? Why can’t they just post the price they’re willing to sell the stuff at and let everyone buy things at the same price?
January 14th, 2010 at 11:09 am
My favorite department store got swallowed up by Macy’s (Bullock’s in California) and since then, whenever I visit South Coast Plaza in Calif, Macy’s just isn’t the same.
We have Macy’s here in Utah (they took over for Merier and Frank, which took over our local ZCMI). For the most part, it’s not bad and they carry my favorite brand (Timberland) and often have them on clearance. But they are very understaffed. Even during Christmas, they didn’t have enough employees to cover the demand.
January 14th, 2010 at 12:04 pm
now that you mention it, i really haven’t shopped at a department store in a long time, other than for friends who were getting married and were registered there. also, i don’t mind them for their say, perfume department or watches or something like that, but clothing? no way. i agree with you, i don’t want to have to sift through fifteen different sections to find what i want. id rather walk into a regular store at the mall and shop there.
January 14th, 2010 at 12:08 pm
nope. i detest the mall and department stores. the only one i go to is Penney’s and it’s not even in the mall. it’s free standing and it’s so much easier to get in and out of and they ALWAYS have awesome sales.
January 14th, 2010 at 12:25 pm
This is an interesting topic. Honestly it isn’t something I’ve ever put a whole lot of thought into but now that you bring it to light I don’t really shop in Department stores all that much. When I do, I am usually on the hunt for a specific item that is something I don’t buy very often OR to buy a gift off someone’s wedding registry.
Growing up though, I do remember doing a large part of my shopping in various department stores. I’m not sure if this was because there weren’t as many local stores/boutiques at that time or if it was simply because that was where my mother took me to shop.
January 14th, 2010 at 12:32 pm
I don’t shop much in department stores but I do have a soft spot for The Bay.
(erm … do you know of The Bay? Sorry -- Canadian thing. http://en.wikipedia.org/wiki/Hudson%27s_Bay_Company)
I don’t buy much there, though. Mostly just socks and kitchen stuff. I am extremely intimidates by their clothes and shoe departments. The Bay downtown has at least 3 (and possibly more -- I don’t know!) floors devoted to women’s fashions.
January 14th, 2010 at 1:44 pm
Potentially stupid question: Do they have Nordstrom in Chicago? I’m not a big fan of Macy’s, but I always enjoy my shopping trips to Nordstrom. They know how to do the department store thing right.
January 14th, 2010 at 2:44 pm
I rarely do. Sometimes I head to the make up counter. Sometimes to the men’s department to shop for my brother. Or if I’m looking for upscale ideas that I can’t afford and then modify by buying somewhere else. Oh, I usually get my shoes from a department store. Lots of choices.
But if you see me in a department store, it’s usually Nordstrom’s; Macy’s has gotten too irritating with the lack of help and general grime everywhere in recent years.
January 14th, 2010 at 3:11 pm
i am not a department store person, for many of the reasons that you list. if i will be in one, you can be assured that it is nordstrom. 1. because i worked there and know what they train their employees to treat the customers like, and 2. there are quality things there and if im going to take the time to drive to Nordstrom, it’s for something out of the ordinary
January 14th, 2010 at 4:17 pm
I never do department stores. In fact, I hadn’t been in one for so long that I had the misguided idea last month to stop by Macy’s for a lotion-type set for a grab bag gift and came out, you guessed it, empty handed.
First of all, they only had one type of product — WHAT?? — and second, they didn’t have any samples of it out AT ALL. So the product (probably did) could have smelled awful. It clearly reminded me why I hadn’t been to a department store in years.
January 14th, 2010 at 5:55 pm
I think what you’re really saying is that department stores organize things differently than you would (though my local Nordstrom tends to have all of the jeans in one area). It makes perfect sense to me that DVF and Robert Rodriguez would be in one area while Elie Tahari and Theory are in another and DKNY and Calvin Klein in another. It’s a stylistic (and price point) categorization instead of a product type categorization.
Besides, I’m pretty sure they’re interested in distracting you with other merchandise as much as possible on your way to those jeans!
I adore small boutiques, but they don’t provide the same kind of one-stop shopping and their selection (and sizes) are often limited. I do a lot of comparison shopping when I find something I like (I mean a specific brand’s item, e.g. cobalt silk Trina Turk racerback top) and department stores also tend to be less expensive than boutiques. It’s also easier to track when their merchandise goes on sale because they have most of it online. (I do a lot of trying it on in the store, then waiting for it to be reduced online. I call it pre-shopping.)
I also love department stores because I can’t always get to my favorite chain makeup boutique and I dislike Sephora enough (dear lord, the smell alone!!) to only buy things from them online.
And finally, I’ll echo everyone else’s sentiments about fabulous customer service at Nordstroms across the country! I’ve made returns there, had free hemming on slacks, been brought heels if I try on a dress and walked in wearing flip flops, and have never felt pressured as if their staff works on commission.
Sheesh, it seems I could write a dissertation on shopping!
January 14th, 2010 at 7:51 pm
[...] Shopping Occasionally, as when I practically wrote a multi-part novel in response to Nilsa’s post, I am reminded that I was probably a personal shopper in another life. A co-worker happened to [...]
January 14th, 2010 at 10:19 pm
I abhor going to Macy’s on State Street. Not just because it’s not Marshall Fields but because it’s all the things you said above. But I do really love Nordstom. I’ve never had really any issues with them.
January 15th, 2010 at 10:25 am
The mall (and department stores) generally give me a headache and make me break out in hives (psychological hives). I tend to do a lot of shopping on line or, my one store that does breaks all my rules that I will always go to is Target.
January 15th, 2010 at 11:26 am
Very true…I don’t know anyone who regularly shops department stores. I don’t for the size reason. If I want jeans, I’m going to the jeans wall at the Gap. If I want cookware, I’m going to Crate and Barrell. However, I do work near Macy’s/Marshall Fields (depending on whom you ask) on State Street and I did go there for a new coat. It took forever! I’m mostly sticking to my smaller stores and boutiques.
January 16th, 2010 at 9:19 am
The very reasons you outlined are the reason I buy most of my clothes on Ebay these days. I can get the department and boutique clothes that I want with out the awfulness of going to the actual store (sigh) and get the stuff for a lot less. Only thing is, now I am completely addicted to ebay. Especially because there is an iPhone app that sends me push notifications on the things I am watching. I’m going broke $5 at a time.