The Hourglass Edit

Sunday, January 18, 2026

Why Department Stores Need to Rethink the In-Store Experience

Department stores like Saks Global are in a tricky spot. Online shopping is convenient, but it comes with a huge hidden cost: returns. Shoppers browse from their computers, buy impulsively, and then bring items back—often without even trying them on. When a large percentage of purchases get returned immediately, it’s impossible to plan inventory, forecast trends, or create real customer loyalty. Perhaps this is another reason why trends no longer stay trendy for long. When retailers can’t rely on actual purchase data, designers and brands are constantly chasing what might be next, creating a cycle where styles peak and vanish almost instantly.

The result? Consumers are stuck in a loop of constant novelty. They see trends explode, feel pressure to buy fast, and then move on, leaving stores scrambling to restock, discount, or pivot mid-season. The digital-first shopping world has shortened trend lifespans, and without a physical anchor, it’s nearly impossible to build lasting excitement around a collection.

If department stores want to survive, they need to give shoppers a reason to step inside. Instant gratification, personalized experiences, and exclusive events are essential. Think curated in-store parties, pop-up brand experiences, styling sessions, early-access launches, or interactive workshops. These aren’t just marketing gimmicks—they create moments where shoppers experience the products, engage with brands, and are more likely to make purchases they’ll keep.

By designing stores as destinations, retailers can reduce returns while fostering loyalty. When someone tries on a dress at a live event or gets personalized advice from a stylist, the risk of returns drops and satisfaction rises. Stores that prioritize experience over inventory are likely to see more committed customers, and perhaps help slow the dizzying pace of trend turnover.

Ultimately, the department store of the future can’t just be a warehouse of products. It needs to be a community space, a hub of style education, inspiration, and immediate gratification. Only by creating a compelling reason to come in—beyond what a screen can provide—can department stores hope to thrive in a world where clicking “buy” online is just too easy.