As Americans return to shop in stores, some retailers are still a mess


A man shops for clothes in Macy’s department store in Herald Square, New York.

Trevor Collens | AFP | Getty Images

Crumpled piles of clothes. Unpacked boxes of inventory. Half-empty shelves. And employees rushing through aisles to grab items for online orders.

That’s what some consumers are finding as they shop in stores again.

 Retailers adapted stores and workforces as more sales moved online during the pandemic. Portions of sales floors became staging areas for curbside pickup. Employees got trained to pack online orders, as well as help with customers in stores.

For some retailers, that has turned a store’s appearance into an afterthought. Bare spots on shelves and unkempt displays…


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