Robyn gets a kick out of being able to say she's worked at both the "good" and the "bad" Dollar Trees in her West Texas town. The stores may be only a few miles from each other geographically, but qualitywise, there's an enormous gulf between them. Shocked customers who have been to both locations remark on the stark differences "all the time," she said. The good store is clean — the floors are swept, aisles open, merchandise in its place. At the bad one, merchandise is scattered all over the place, and unpacked boxes fill the aisles. There's supposed to be a clear, wide pathway from the break room to an exit in case of an emergency, like a fire or a shooting. Instead, employees at the bad store have to turn sideways and try to shuffle through an 8-inch-wide gap between boxes piled high in the hallways.

The factors that account for the difference sound quite small. The good store has dedicated recovery staff, whose job it is to put stuff where it goes. The bad one doesn't. The good store's manager is better at pushing for more work hours for employees, which means there are more people and time for stocking and tidying up on top of cashiering. The manager at the bad store just kind of lets anything fly. Still, Robyn, which is a pseudonym, says a lot of the blame is on corporate. She was an assistant manager in the past, and she's heard what goes on in the weekly calls. Rather than try to revive struggling stores, she said, they're left out to dry.

"They look at their trend of sales, and if a store is underperforming, then instead of maybe investing a little bit more hours there to try to pick it back up, they're like, 'Oh, well, it's not worth investing in this store' because it is not making us whatever amount of money they think it should be making. It makes the problem worse," she said. Dollar Tree did not respond to a request for comment for this story.

Most people have probably had experience shopping in their own version of Robyn's "bad" store. They've walked into a local dollar store or pharmacy or department store and wondered whether there's been an explosion. Aisles are filled with unopened boxes, stacks of bins, and full dollies. Merchandise is strewn about. To get to the item on the shelf you actually want, you have to climb over a pile of crates. (If you have not had this experience, congratulations, and also, here are some TikTok videos to get at what I'm describing.) It's representative of the broader decline of the in-store retail experience. Stores are slashing costs, cutting corners at every turn, and generally ignoring the consequences.

"When you cut costs, there's a very immediate and very visible impact to the bottom line. It's something that retailers do, and they're very happy to do, and investors are very comfortable with them doing it," Neil Saunders, a managing director at the retail consultancy GlobalData, said. Yes, they'll lose customers in the process, sales will fall, and loyalty will dissipate. But that's all subtle and harder to trace. "They happen more slowly and steadily over a period of time, and they build up into a bigger problem," Saunders added.

What that looks like on the ground is stores filled to the brim as boxes pile up. At Robyn's Dollar Tree stores, they can't call the distribution center and ask it to stop shipping, either, as everything continues to accumulate if they don't have time to put it away. "The truck is going to show up whether you have room for it or not," she said.

The boxes-everywhere scenario used to be largely a dollar- or discount-store problem, but now the perilous piles have spread to other types of retailers. In other words, it's not just Dollar General anymore but also Target and Duane Reade. Much of the explanation is staffing, or rather, the lack of it. Many stores simply do not have enough people working to do everything necessary, between helping customers and stocking shelves and cleaning and fulfilling pickup and e-commerce orders. It's often the case that just one or two people are on a shift at a time, and checking customers out at the register takes precedence, meaning everything else falls by the wayside.

Many retail chains had to raise wages to compete for workers over the past several years, thanks to the pandemic-induced labor shortage and as major retailers such as Amazon and Walmart upped their pay. One way some retailers have compensated is by reducing staffing. Maybe they now pay their workers $15 an hour instead of $10, but where three people used to work a certain shift, there are now two.

Adding to the staffing problems is the simple lack of space. To keep their footprints small and their rent, in turn, low, many stores don't have much backroom area for storage. Long gone are the days of loading docks where stuff could sit until it was ready to be put out, said Jason Goldberg, the chief commerce strategy officer at Publicis Groupe, a global marketing firm. "Most stores are designed to have the vast majority of merchandise out on the floor," he said.

Essentially, this is an inventory issue and a labor issue. There's no stockroom for keeping products stowed away and nobody to unpack them when they arrive. Skeleton crews are doing their best to keep up, but they're constantly being squeezed. Shipping schedules are unpredictable. Customers are demanding. And the worse the job becomes — because the pay is low, because it's hard to get shifts — the more people quit, extending the cycle of doom.

That's what's happening at the Walgreens where Stephanie has worked in Florida for more than a decade. When she started, there would be two cashiers, someone in photo, someone else in beauty, and two shift leads. They'd close the store with four or five people. Now when she's on, it's usually just her and another person, and they have to frantically try to get bins unloaded and put up sales tags all while working the register. They'll leave rolling carts around the store during the day to get to as they can, which is usually at the end of the shift. Bins can't be left out overnight. It's not a disaster zone — luckily, they do have some decent storage space, and the manager runs a tight ship — but it's not perfect, either.

"They basically cut a lot of positions, and now they work as minimum a staff as they can, and even with that, they're telling us, 'You're over budget, we've got to cut more hours,'" Stephanie, also a pseudonym, said. She does DoorDash and Instacart on the side, so she also gets to experience the customer end of the equation when she runs to the dollar store to pick up orders, which is much worse, boxes-in-aisles-wise, than her Walgreens. "It's not even their fault. They have one worker on all the time, and they expect that worker to put their merchandise away," she said.

When reached for comment about this story, a Walgreens spokesperson said that the company is "always working to improve our patient and customer experience by making it easier for our team members to do their job."

Good managers are able to do some triage, which is why one store might be pretty picked up while others are a mess. But sometimes, constraints make it so it's impossible to keep up.

"There will be some store managers that have very strong operating disciplines, and they will not allow things to get out of control," Saunders said. "And there will be some store managers that are much more lax."

As easy as it is to point the finger at retailers for dropping the ball on inventories and aisles, they're not operating in a vacuum. They're in a landscape where margins are razor thin, e-commerce is cannibalizing their business, and consumers are hypersensitive to prices. One response for big-name retailers, including Walgreens, CVS, and Target, is to shut down unprofitable locations across the country. US retailers have announced 7,185 store closures this year, according to the research and advisory firm Coresight, up by 58 from 2023. (By comparison, they've announced 5,581 store openings.) Among the stores that are staying open, retailers are super focused on maximizing their profitability, Claire Tassin, a retail and e-commerce analyst at Morning Consult, said. Staffing a store to have a pleasant customer experience isn't "necessarily in their budgets," she said. Moreover, the message many retailers are getting from consumers is that the sacrifice on experience is acceptable, as long as they're keeping their prices low, especially for retailers where value is the main proposition.

"Yes, it's annoying when there's boxes in the aisles and it feels bad and cluttered, but if it's in the name of lowering costs, that is what consumers are signaling to these brands that they want," Tassin said. "If the store's sort of primary purpose is value and convenience, that's what is going to matter most."

To be sure, there are limits. You trip over boxes in a store enough or wait endlessly for someone to unlock deodorant for you, and you'll probably give up, go somewhere else, or start looking online. For people with mobility issues, going to an overcrowded store isn't even an option. Retailers know people are shopping online, too, which is why the ones who are behind on e-commerce are trying to catch up — and, in some cases, why the in-store experience is even worse.

That's part of what's happening with Target, retail analysts told me. Despite the retailer's recent struggles, e-commerce has been a bright spot for it, Goldberg said. But part of the model is to use the space in the back of stores for goods that need to be shipped — space that previously would have been used for merchandise headed to the floor. "They need space to stage orders and pack orders and hand orders off," he said.

The setup also loads up associates' duties, Saunders added. "They pick orders for online delivery. They take them out to cars for curbside pickup. They have to man the desks where collections are made and then returns of online products are made," he said. "There's a lot more tasks that now have to be done day-to-day in the store, and it's distracted and taken time away from some of the basics like merchandising."

A Target spokesperson said the company's staffing model accounts for online fulfillment being part of how it operates its stores.

The dynamic is one of a race to the bottom that's turning into a race for survival. Retailers are stretching on pricing and staffing and quality, and eventually, something's got to give. But instead of trying to proactively make the in-store experience better, many continue to bury their heads in the sand.

"Rather than thinking, 'How can we differentiate ourselves to really attract shoppers to come to us?' They started competing head-on against online with price discounts," said Sharmila Chatterjee, a senior lecturer in marketing at the MIT Sloan School of Management. "The less you invest in in-store experience, the more the customers are turned off. So you are sort of pushing them away, to online."

Stuff spilling into aisles used to be a somewhat isolated problem, the sign of a particularly poorly run store. Increasingly, though, it's an everywhere problem. Some stores might be inspired to turn it around — especially after dollar stores have been hit with safety violations over blocked exits, crowded aisles, and clutter — but profit motive could prove a stronger incentive. Anecdotally, many consumers have noticed more piled boxes in more retailers lately, not fewer. And that's not just because it's the holidays.

Crowded walkways are a symptom of a much-bigger affliction hitting retail, which is that the business model isn't really working. Gone are the days when supercheap labor made adequate levels of store staffing easy, though I will note that Robyn makes just over $9 an hour and Stephanie about $15.50. Rents aren't going back to where they were. Consumers still do most of their shopping in person, but e-commerce is becoming more and more appealing, especially when brick and mortar is such a hassle. If it's no longer cheap or convenient to pop by the dollar store or drug store, what's the point? And there's always Walmart, which operationally doesn't seem to have this boxes-everywhere issue.

Cynthia, another pseudonymous Dollar Tree worker, is at a store that opened about a month ago in Virginia. When she started, she thought it was weird that customers kept commenting on how clean and organized the place was. "One of the biggest compliments was that we can walk through the aisles. I was like, what?" she said. It's already starting to turn — there's "no freaking way" she can get everything done in a shift, she said. Stuff's starting to pile up, and her coworkers are quitting because they're frustrated with the heavy workload and the lack of hours.

"Then it's more of that work falls on other people who already are burnt out and aggravated," she said. "It's a nasty little cycle."

Emily Stewart is a senior correspondent at Business Insider, writing about business and the economy.

• I shopped at Five Below and Dollar Tree for holiday decorations.
• I was pleased with both chains' offerings.
• Dollar Tree's items are more traditional, while Five Below's decor is for younger shoppers.

Five Below and Dollar Tree are both discount stores with locations across the country, and both are experiencing rapid growth.

At Dollar Tree, most things cost around $1.25, with some exceptions. According to a quarterly earnings report, the chain opened 249 locations and generated $785.6 million in the third quarter of 2024 alone.

Five Below is similar, but instead of focusing on the $1.25 price point, almost everything in the store is $5.55 and below (again, with some exceptions in the Five Beyond section). And according to its quarterly earnings call, Five Below is also on a similarly positive trajectory, opening 82 new stores and earning $843.7 million last quarter, a 14.6% increase from last year.

I decided to pit these two discount giants against each other for the holiday season by comparing their offerings for holiday decorations.

Here's what I thought about each store.

My first stop was a Five Below location on Long Island, New York.

I visited this location in October to check out its Halloween offerings and was pleased with the selection.

So I decided to return in December and see what was in stock for the most wonderful time of the year.

Before I stepped inside, the Christmas spirit was on display. There were oversize ornaments and tinsel-covered candy canes for $5 each.

Do I know what these are for, exactly? No, but I liked them. I could see these working in a dorm room or in a home with young kids.

In the entryway, I saw these gingerbread homes, as well as villages and trains, for $5 each.

They seemed like a perfect holiday activity for children.

For $5, you hopefully won't get too annoyed if the kids make the ugliest and most structurally unsound gingerbread home … which wouldn't necessarily be the case with a more expensive kit, like one selling at Williams Sonoma for $35.

The wrapping paper section ranged from $1 to $5.

Wrapping paper adds up! A few rolls at $1 apiece is a bargain.

The more expensive ones were either licensed characters from properties like "Super Mario" and "Star Wars" or thicker paper than the $1 ones.

There were wheelbarrows filled with holiday lights and socks.

I already have so many Christmas string lights, but in a pinch, these $4 lights would be great.

A bin filled with tinsel is for anyone who needs a bit of sparkle in their tree or home.

Five Below offered different colored tinsel, including white, gold, hot pink, and red.

The holiday section had a huge table filled with hot-chocolate bombs, candy, and regular chocolate.

I bought one of those hot-chocolate bombs as a stocking stuffer last year, and the gift was a big hit.

The decor was split into three sections. This was "glitter decor."

This is where it became clearer who Five Below's holiday-decor audience is: children and teenage girls — or really, any teen who loves sparkles.

According to the brand's website, its target demographic is "tweens, teens and beyond." As early as 2015, Business Insider warned that Five Below should have other discount retailers concerned regarding teens' preferences.

In the store I visited, there were glittery reindeer, sparkling ornaments, twinkling earrings, fairy string lights, a white glitter-encrusted tree-topper, and sparkling fake mistletoe, ranging from $3 to $5. If I were in college, I would've done a clean sweep for my dorm or apartment.

Next to it was "disco decor."

As you can see, "disco decor" really means disco ball ornaments and those plastic light-up trees on the top shelf. I purchased one for $3.

Overall, vintage decor that leans into nostalgia seems to be back, between '70s disco balls, metallic tinsel, and light-up trees.

There were also "Lilo & Stitch" and "Nightmare Before Christmas" stockings in this display, although I'm not sure what's disco about them.

Finally, there was "glam decor," which, to be honest, I didn't really understand.

There's nothing here that's particularly "glam." The mini upside-down trees are cool, but I wouldn't call them glam.

While in this section, I noted that stockings were half-off and now priced at $2, but I don't need any more stockings.

There were lots of $1 ornaments.

These mini-ornaments were cute. There were classic orbs, disco balls, crowns, plushies, rainbows, watermelon slices, and even metallic hamburgers.

Again, these items seem best for young kids or teens.

When I visited this store for Halloween, this section was all pumpkins. It's now all Christmas tree and peppermint mocha candles.

I grabbed one of the green Christmas tree candles with a detachable top for $3.

Another section offered festive headbands and a red nose for anyone wanting to channel their inner Rudolph.

Any holiday gathering or ugly sweater party would be made better with these.

Besides decorations, there were also general holiday goodies, like holiday pillows and blankets.

They all felt very soft to the touch.

And rows of pajamas and slippers for a cold night.

I considered snagging a pair of the green reindeer slippers.

Not even pets were left out. This sweater was also the first piece of Hanukkah memorabilia I spotted at this location.

I was so taken in by all the Christmas decor that I, a Jewish person, had almost forgotten about Hanukkah entirely — though, in my defense, Hanukkah doesn't even start until Christmas at sundown this year.

I was fond of these sock advent calendars.

I usually associate advent calendars with chocolate, though I know many others exist.

It should be noted that I visited the store on the first day of December, and these were all still available — though they are only 12 days, so if you secure one at any point before December 14, you can join the fun.

I didn't buy this one, but I might go back for it.

I was particularly fond of the llama socks.

There were also classic chocolate advent calendars.

In addition to the Reese's calendar, there was a Hello Kitty calendar and a Marvel Comics calendar.

Before I left, I checked out the lone Hanukkah display.

There was special Hanukkah wrapping paper, banners, menorah decorations and headbands, gift bags, and candles.

Five Below did not respond to a request for comment regarding its Hanukkah options.

I bought three rolls of wrapping paper, a light-up Christmas tree, and a candle for $14.50.

This added a touch of non-green or -red to my apartment.

There is a Dollar Tree around 2 miles from the Five Below I visited.

Christmas decorations and holiday gift items were being advertised on the windows.

Just as I had at Five Below, I first saw oversized candy canes for $5.

Even though Dollar Tree is known as a "dollar store," some items cost more than that, like these $5 candy canes.

One of the other few items I found over $1.25 was this $3 wrapping paper.

Perhaps it was more expensive because it's reversible.

The ornament selection was overwhelming.

These ornaments were priced at $1.25 each.

If I were to compare the ornament selection at the two stores, I'd say the Dollar Tree ornaments were more classically Christmas. They were all red, white, or green and were of traditional winter things like snowmen, reindeer, snowflakes, or elves.

At Five Below, they seemed a bit more random.

There were also cute DIY ornaments for $1.25.

This seems like a fun craft for kids.

I noticed immediately that the toys and ornaments in this store represented diversity more than in any other store I've been to.

Representation in toys and ornaments hasn't always been the best — Barbie is perhaps the most notable exception, and even that took decades, but I was pleasantly surprised to see that the ballerina ornaments weren't all white.

There were even non-white elf plushies.

There weren't any human plushies I could spot at Five Below, just animals or characters, so this was nice to see.

The decor selection was wide, if not a bit basic.

To me, it seems like Dollar Tree is the place to go if you're stocking up on holiday staples or prefer to keep your decorations on the simple side.

I did like the huge fake flowers display, but I don't have anywhere to put these in my apartment.

Maybe if I had a stoop, a yard, or a balcony to perch these on, I would've grabbed a bouquet.

While walking around, I thought this aesthetic was perfect for someone who loves a classic Christmas look.

Again, basically everything was red, white, green, or gold — and there's nothing wrong with that! But if you're a teenager, this might not be your vibe.

There was a huge aisle of just different colored tinsel.

The tinsel aisle at Dollar Tree put the tinsel bin at Five Below to shame, but I don't need this much as someone who doesn't have a ton of space to decorate.

I have too many cups as it is, but I was tempted by an ornament cup — for just $1.25, I still might go back and get it.

Imagine how satisfying it would be to drink mulled wine or a hot peppermint mocha from an ornament-shaped mug.

There were shelves upon shelves of chocolate and candy.

This was similar to the candy and chocolate available at Five Below.

I was particularly fond of the holiday-themed Mike and Ikes and the Fun Dip.

I liked that the Fun Dip looked like a little book.

I was less than impressed with the candle selection.

While this might not be as chaotic as the candle selection at Home Goods, I certainly preferred Five Below's organization to this haphazard shelf. Barely any of them were wintery or seasonal.

I felt the same about the Hanukkah display — it was just this lonely stand of greeting cards.

Even though Five Below also had just one display, at least it had things other than greeting cards.

Dollar Tree Inc. did not respond to a request for comment regarding its Hanukkah selection.

I didn't buy anything at Dollar Tree since I already had equivalents of what they were selling, but I would recommend it to people looking to stock up on the basics.

I'd go to Dollar Tree if I had a house and yard to decorate. It had all the holiday staples and a lot for less than $5.

For example, if I had a huge tree with no ornaments at all, I'd head to Dollar Tree to get all the basic ornaments, the tinsel, and lights.

Five Below, on the other hand, is for someone who wants to add a little sparkle.

I'm more likely to return to Five Below since my roommate and I already have all the holiday staples like tinsel and basic ball ornaments and don't need any lawn decor. Plus, it's just us, so we don't need any crafts like DIY ornaments or plushies that kids would be into.

Five Below also fits my aesthetic (read: glitter and metallics) more than Dollar Tree did.

I think both stores are a solid option for holiday shopping on a budget — it just depends on what you need.

• Dollar Tree "pressured" shoppers are looking for more ways to save money while celebrating.
• Interim CEO Michael Creedon said people are cutting back on parties and delaying purchases.
• The remarks follow recent Target comments that shoppers are waiting until "the last moment of need."

If your holiday gathering seems to have fewer guests this year, you're not alone.

Dollar Tree interim CEO Michael Creedon said a shift is taking place, and not just among the "pressured" lower-income shoppers who represent the company's core customer base.

"When you look at a year ago, they were cutting out big purchases — TVs, things like that," he said during the company's quarterly earnings call Wednesday. "If you look at the early part of this year, they started eating more at home and cutting going out."

"Now they're reducing some parties, and we see that — or the party is not as big, they don't invite as many people as they did — so we're seeing that throughout," he added.

The company is also seeing the shift among middle- and upper- income households who have sought out dollar stores for the combination of convenience and price.

It's one of a few new shopping patterns emerging as US shoppers try to make the most of their ever-tightening budgets.

Creedon also said shoppers are holding off on purchases until right before they plan to use them.

The trend has made for some unusual year-over-year sales comparisons for particular days and weeks, but he said quarterly totals are holding up well so far.

"We saw it with Thanksgiving," he said. "I always take the foil pans, which are such a key component of Thanksgiving for us. The last week was just incredible."

Creedon said the company's outlook for the holiday quarter accounts for shoppers "buying for need and then buying closer to the need," as compared with a higher share of non-essential purchases made more steadily throughout the period.

The remarks follow recent comments from Target CEO Brian Cornell that shoppers are "waiting to buy until the last moment of need, focusing on deals, and then stocking up when they find them."

Cornell said these "resourceful" shoppers still spend, but they're getting more choosy about waiting for discounts, special occasions, or a change in the weather.