Case #2: About two years later, I walked into Macy's again under duress this time because I needed a dress for a church event. I wear a larger size (women's 18-20) and went to the women's section and looked for dresses. They had one small rack with nothing that would have been appropriate for the event. I had to hunt around for a sales person and then when I asked her if they had any other women's size dresses or even separates that would have worked, she just told me to go online to macys.com and purchase a dress instead of even bothering to spend a couple of minutes helping me look around the department for something that might have been appropriate.
And people wonder why I tend to do most of my shopping online instead of wasting my time in stores....
I wear the same size and was shopping at my then-local Macy's last year for a NYE dress. They actually do have a great selection online for bigger sizes, but at this particular Macy's, there were exactly two dresses in the whole store that fit me.
I know it was a college town and that younger women skew smaller, but still! Ack. Another Macy's I've been to had the plus sizes in their own separate store next door, which made me eyeroll at the time, but at that moment I'd have gladly gone to the big-girl spinoff store if this Macy's had had one.
The online-only thing is a self-fulfilling prophecy. They shunt more and more of their bigger clothes to the internet, so the customers go there to buy them instead of going to the store, and then they go "well, what can we do, the customers won't come to the store" and stick more of it online.