The Real Reason Malls Are Closing

[PrettySquareGal]

Just returned from the mall and have come up with a list of why the stores within them are leaving which leads to mall closures. Please add your own reasons:

They play loud poppy music that only a segment of teenagers would like.

They play that music too loud. I should want to linger and buy more--not hurry and leave as soon as possible.

Decapitated (headless) mannequins in weird poses are creepy. Where I live, Bon-Ton is closing the mall store. They have mannequins that are about eight feet tall and pencil thin. The Fun House look doesn't work well.

Not everyone wants to smell like a teenage boy. Abercrombie & Fitch along with other stores either have scent machines or routinely spray the air. Gross. Just stop!

They don't carry "special sizes" which for women means if you are over 5' 7" you will be referred to their online stores.

I don't care about your gimmicky shell game offers. Just mark things at their true price and don't subject me to a mini lecture as soon as I enter your store.

Macy's, true story, sometimes has lower pricing on their website. Same store, same items, why punish people who go in person? If you know in advance you can mention the lower price to have it matched, but you'll have to show it to them on your web-ready phone to prove it. How clunky.

Customer service? This happened less than an hour ago:

I was in JC Penney (one that is on a list of likely to close in the next round) and as I was paying for a set of face cloths I noticed one of them was falling apart. The shelf where I found it was literally a few feet away. I pointed it out to the cashier who picked at the threads and said it didn't seem like a big deal. I said I would like to grab a different set. She said Ok but she would finish ringing me out first. Afterward (there was a line) I said "OK, I'll be right back to trade, should I leave my bag here?"

That's when she said I would have to do a return/exchange.

"Can't I just switch it out? I told you before you finished ringing me out."

"It was too late in the process."

"But there's a line, I'll have to wait in line again."

"We're not too busy."

I asked for a manager. After waiting a few minutes I explained what happened and she let me simply switch them out.

I don't care if/when they close!

 

[LizzieMaine]

That right there is the curse of modern customer service: too much attention to procedure, and not enough attention to people.

 

[Fading Fast]

In almost every case on-line has better selection and prices (as noted in the opening post) - let me repeat, better selection (all the sizes, colors, styles, etc.) and better prices, oh, and they'll deliver it to you (usually for free or for a small fee that has to equal the gas burned going to the store and back). Plus, as noted above, you don't have to deal with the clerk with the attitude (or the loss of time).

Variation on a theme: what in God's name makes "shop on-line / pick up at store" and option anyone wants? I guess if you can't get deliveries to your house, but otherwise it's like undoing all the convenience of on-line shopping.

And to emphasize another point from the first post: when the store clerk directs you to go on-line or will go on-line for you on the store's computer / tablet to get this or that and then you are in clumsy, time-consuming process h*ll. At home, you can bang in your info; standing in the store (with a different cursor or pad, etc. - or worse saying the info to a clerk who's inputting it) it's all kludgy and annoying.

It's almost a death spiral for physical stores because as on-line becomes easier, cheaper, faster and has more selection, you can feel the stores are being de-emphasized (less selection, not-as-good pricing, poor service) which only pushes you to the web more. We live in a a major city with many flagship stores nearby, but the web still offers better value and selection in almost all cases.

 

[PrettySquareGal]

In almost every case on-line has better selection and prices (as noted in the opening post) - let me repeat, better selection (all the sizes, colors, styles, etc.) and better prices, oh, and they'll deliver it to you (usually for free or for a small fee that has to equal the gas burned going to the store and back). Plus, as noted above, you don't have to deal with the clerk with the attitude (or the loss of time).

Variation on a theme: what in God's name makes "shop on-line / pick up at store" and option anyone wants? I guess if you can't get deliveries to your house, but otherwise it's like undoing all the convenience of on-line shopping.

And to emphasize another point from the first post: when the store clerk directs you to go on-line or will go on-line for you on the store's computer / tablet to get this or that and then you are in clumsy, time-consuming process h*ll. At home, you can bang in your info; standing in the store (with a different cursor or pad, etc. - or worse saying the info to a clerk who's inputting it) it's all kludgy and annoying.

It's almost a death spiral for physical stores because as on-line becomes easier, cheaper, faster and has more selection, you can feel the stores are being de-emphasized (less selection, not-as-good pricing, poor service) which only pushes you to the web more. We live in a a major city with many flagship stores nearby, but the web still offers better value and selection in almost all cases.

I agree. I buy the vast majority of my clothing online, including shoes. Now that I think of it, I usually go to the mall when I have to return something I ordered online such as Land's End. Today I went because I wanted socks. I learned after placing an order online that most now come with added chemicals (anti-microbial junk) and it's not always mentioned in the online descriptions. I went to Penney's and Macy's so I could see/read the sock labels in person. As for the face cloths, that was an impulse buy.

 

[Stanley Doble]

They are dying from lack of money, because the middle class is being slowly destroyed. Younger people prefer to buy online. Goodbye malls, you had a good run.

 

[Fading Fast]

I agree. I buy the vast majority of my clothing online, including shoes. Now that I think of it, I usually go to the mall when I have to return something I ordered online such as Land's End. Today I went because I wanted socks. I learned after placing an order online that most now come with added chemicals (anti-microbial junk) and it's not always mentioned in the online descriptions. I went to Penney's and Macy's so I could see/read the sock labels in person. As for the face cloths, that was an impulse buy.

Now that most companies include return labels and (and this is really big) the post office and UPS guys/women will take the stuff back without a hassle (I just hand it to them and they are fine with it) - the return thing is no longer a problem.

Also, while what you describe that happened on the sock label is a problem, my experience is that there is (usually) more information on-line (although, clearly not in the case you describe) as you get the store description, sometimes the manufacturer's description, plus, sometimes, reviews and other details that you can't get in the stores. Also, via chat, you can usually get a questioned answered intelligently on-line versus a clerk guessing the answer in the store.

 

[PrettySquareGal]

They are dying from lack of money, because the middle class is being slowly destroyed. Younger people prefer to buy online. Goodbye malls, you had a good run.

I don't blame all of it on dwindling incomes of the middle clas

Now that most companies include return labels and (and this is really big) the post office and UPS guys/women will take the stuff back without a hassle (I just hand it to them and they are fine with it) - the return thing is no longer a problem.

Also, while what you describe that happened on the sock label is a problem, my experience is that there is (usually) more information on-line (although, clearly not in the case you describe) as you get the store description, sometimes the manufacturer's description, plus, sometimes, reviews and other details that you can't get in the stores. Also, via chat, you can usually get a questioned answered intelligently on-line versus a clerk guessing the answer in the store.

Oh yes, I am well versed with online returns and almost always read online reviews. In fact, I'm a prolific reviewer myself. Sometimes, though, I want/need something the same day or want to actually leave my house. After today, I'm rethinking everything mall-related and may eliminate it from my life.

 

[GHT]

It's a case of, same old, same old. All the shops are a branch of some conglomerate multiple, the owner proprietor has been priced out. If you are lucky enough to live near an old style mall, you will appreciate the architecture, the ambience and the lack of fast food chains.
Leadenhall Market.

 

[PrettySquareGal]

It's a case of, same old, same old. All the shops are a branch of some conglomerate multiple, the owner proprietor has been priced out. If you are lucky enough to live near an old style mall, you will appreciate the architecture, the ambience and the lack of fast food chains.
Leadenhall Market.

Ohh lucky you, living in the UK! I order a lot online from the UK. Wish I could shop there in person!

 

[belfastboy]

My work (air quality testing) takes me into many malls across the country. On days when I have been on the road I have to stop and think about what city I am in as all the malls I test are identical...
The same crap stores selling the same crap merchandise to teenage girls. Without that demographic malls would close tomorrow. And don't get me started on the music ....at the end of my day I desire a stimulation free Zone!!!

.

 

[GHT]

Ohh lucky you, living in the UK! I order a lot online from the UK. Wish I could shop there in person!

Well save your pennies, all you need is the price of a return air ticket and travel insurance. When you have that, start a thread of where to stay and what to see and do and I'm sure that UK loungers as well as others who have been here, will inform you of all the best places and good deals.
My wife and I love visiting your country, we learned earlier on that it's best not to try and cram too much in on one trip, you get far more pleasure and good value when it's planned, rather than on a whim. See you soon, maybe.

 

[LizzieMaine]

The music and other accoutrements in those tweeny mall stores are specifically meant to drive away those who aren't the target demographic. The Boys grind their wheels exceedingly fine -- and more than a few subscribe to the idea that the kind of people standing around inside a store are as much a component of the image to be manipulated as the staff and the merchandise. Basically, stores that play music that is annoying to people older than 25 are telling such people, very specifically, that they aren't The Kind Of People that store wants coming thru their door.

 

[green papaya]

The mall only has a few places Im interested in like JC PENNY, SEARS, and sometimes the food court

BARNES & NOBLE BOOKS is my favorite store

 

[sheeplady]

I do most of my online shopping through Amazon. It has, alas, made me very picking as far as speed (isn't going to come in 2 days? Nah) and price (you want money for shipping? Nah.)

As far as physical shopping, where I live now is mostly Wal-Mart's. As in, the little city of 25,000 north of me has 5 and is building #6. Here they are pushing their curbside grocery service. (I don't buy groceries there, but do buy most "home goods" I need- kids clothes, etc.) I have done ship to store several times from Wal-Mart when they had the best price (has to be the same good for cheaper than amazon) and from Joann fabrics (but I guess that was more ordering a product from a sample in the store).

Before I left up north, One of our favorite shops closed. It was a locally owned cloth diapering shop (sold goods pregnancy through potty training). We bought a $600 "jogging" double stroller from them... they let me take the floor model out to my car and pop it in to make sure it fit. We bought all our cloth diapering stuff there. I went out of my way to patronize them. But people would come into their store to window shop and then go and buy online for the convenience. (I did check for a lower price online for the stroller, this store beat the online price by $50, and they were awesome people.... My buy point from them had been $50 more expensive, considering the service I got.) They closed because people would come in and try out their goods (strollers, cribs, highchair, car seats) and buy online. Apparently people would tell the couple this, "oh, I'm just trying it out to order it on Amazon."

 

[tonyb]

My work (air quality testing) takes me into many malls across the country. On days when I have been on the road I have to stop and think about what city I am in as all the malls I test are identical...
The same crap stores selling the same crap merchandise to teenage girls. Without that demographic malls would close tomorrow. And don't get me started on the music ....at the end of my day I desire a stimulation free Zone!!!

.

It's not just the malls. My everyday surroundings are Anywhere, USA. Change the vegetation and the climate and it could be suburban Annapolis or it could be suburban Anchorage.

I'm okay with it, though. It's a decent existence, if not a particularly noteworthy one.

 

[scotrace]

I don't know that lousy service and selection are confined to retail locations/malls. My SO is in a position to purchase a lot of appliances regularly, spending $25k-$30K in any given month. The people at Lowes became so lax in returning calls and accepting orders-- I mean no one could be found in the building to take the phone call to accept an order for eight refrigerators-- so she found a new supplier. Some middle manager from Lowes showed up a week later looking for a spot to kiss, but it was a done deal.

Back to retail, I think there are a lot of us who just prefer to not have to deal with humans. If I can get all my questions answered, spend less, have it in two or thee days without an extra shipping fee, and return it easily all without talking to a person, I'm in. If I shop for an hour online and bail without buying, who cares? If I talk to someone for half an hour about this choice or that size or these options, then bail? Guilt.
Yesterday, I filled an online cart with $32 worth of upholstery supplies for a project. Then shipping was added to make it $48. I ditched. Screw that.
And at the business end, online sales mean no expensive mall square footage (malls have killed themselves, perhaps?), no need to hire and train flighty salespeople, no investment in displays, etc. Just all warehouses and hire people to fetch and box the stuff and deal with incoming returns.

Still, in my part of the country, the outdoor, village type shopping places are still doing well, because it's an experience, a destination, a staycation thing. See a movie at the high tech multiplex, eat at a trendy restaurant, shop at swanky stores (The Apple Store, for example: Lots of online sales but they've also figured out brick and mortar retail really well), and there are things for small kids to do that are really fun. One I know has a central water jet space made for kids to play in. Families bring swimsuits and towels for the day.

Online vs meat world, I think it's much the same scenario as calling people on the phone, which I've always disliked and now REALLY dislike, though it's a key, unavoidable part of my work. Texting is far more convenient.
Then there's the joker who, when texted, calls you. STOP THAT.

How we do just about everything has changed a great deal in the last decade or so. Heck, I order a pizza online and the son of a gun has it at the door in 30 minutes! No interaction beyond "thanks" needed!

 

[LizzieMaine]

I gave up on Amazon a couple of years ago when the facts about working conditions in their warehouses came out. Bezos will never see another cent of my money.

Most of what I buy online, I buy thru eBay, where I'm dealing for the most part with ordinary people, not companies. I know specifically what I'm looking for, whether it's a radio tube or a pair of shoes or a box of sheets, and I can usually find the exact item I want as old store stock. And in almost twenty years of buying on eBay -- I registered in January 1998 -- I've only been stung twice. I'd prefer to buy all these items locally -- but the specialized nature of what I'm buying usually means the items I want just don't exist locally.

Either way, I'm perfectly satisfied to go on scavenging the remains of the Twentieth Century ad infinitum -- so unless I wake up one day with an uncontrollable craving for an Orange Julius, the fate of the mall is of no consequence to me.

 

[Fading Fast]

...I think there are a lot of us who just prefer to not have to deal with humans....

That is one of the really big things I love about on-line.

For example, we order pizza like you do. In the past, the place we like had one nice guy and one not nice guy taking the phone orders. The last thing I want to deal with at the end of a day (we usually only order in pizza after long days when we are too exhausted to deal with making something) is a surly guy at a place I'm trying to give business to. Now we don't have to deal with him at all. We order on-line and, with our account already set up, it takes less than sixty seconds to order and without any grief from a splenetic human.

 

[BlueTrain]

I think it's a bad sign when people don't like dealing with other humans. But I'm afraid I can't go from there to state any kind of hypothesis. It's just not a good thing when people cut themselves off from society, if that's what is happening. Participation in a forum such as this is not exactly a substitute. Heaven help the person who expresses a contrary opinion.

I do buy a lot of things through eBay, to be sure, chiefly things that can't be found in stores on this side of the Atlantic, as well as, well, second-hand goods, which are quaintly referred to a pre-owned. It's essentially a world-wide flea market. The single most numerous thing I've purchased on eBay is German music CDs from Switzerland, Austria and Germany. Such things are next to impossible to find in the United States and surprisingly difficult to find in Germany. I spent several minutes poking through racks of CDs in a German department store in Trier but in a grocery store as well. Willie Nelson they had! Probably the wrong part of Germany.

The mall I go to once in a while is rather upscale and is in good shape. The other one has been totally remodeled and looks nice but I rarely go there and I don't feel obligated to do so, either. But how quickly we forget things.

Malls have been around for more than a hundred years, although my hometown had none at the time. The downtown shopping district, if you could call it that, was very much like an open shopping mall, except for the street in the middle. There was no Wal-Mart where you could buy cheap things. We had a G.C. Murphy instead. They never made the transition to the big box store concept. But people bought cheap things then, too, you know, because there's a big market for it. Just about the only difference was that it wasn't imported. There were men's shops and lady's shops but I never set foot in any of them. Those kinds of stores have largely disappeared for some reason. There were two grocery stores, both tiny by the standards of where I live today and neither had the variety of foods available now. Progress? Who knows?

 

[Bushman]

I gave up on Amazon a couple of years ago when the facts about working conditions in their warehouses came out. Bezos will never see another cent of my money.

Most of what I buy online, I buy thru eBay, where I'm dealing for the most part with ordinary people, not companies. I know specifically what I'm looking for, whether it's a radio tube or a pair of shoes or a box of sheets, and I can usually find the exact item I want as old store stock. And in almost twenty years of buying on eBay -- I registered in January 1998 -- I've only been stung twice. I'd prefer to buy all these items locally -- but the specialized nature of what I'm buying usually means the items I want just don't exist locally.

Either way, I'm perfectly satisfied to go on scavenging the remains of the Twentieth Century ad infinitum -- so unless I wake up one day with an uncontrollable craving for an Orange Julius, the fate of the mall is of no consequence to me.

I buy almost exclusively third party on Amazon because of the treatment of their employees. Plus, buying used books is typically cheaper. Sure, my first edition of "Old Man and the Sea" has a cigar burn on the cover and you can't even read the lettering on the spine, but that gives it character if you ask me.