Marshalls Customer Service Issues

I visited Marshals in El Cerrito, CA on 12/31/19. The Christmas items were on sale, with a sign offering an "extra" 50% off. At the checkout, I was informed that the price marked was final. When I inquired about the extra 50%, the manager, Amina, stated that the marked price already included a discount. She removed the sign. I believe the staff should honor their advertised discounts. I am disappointed with the service and feel that my request should have been respected since the sign was displayed.

Recently, I visited the Marshalls store in Murfreesboro, Tennessee. The store manager, a blonde woman, was involved in an incident where I wanted to purchase three Mac mascaras priced differently. I asked if all could be sold at the lowest marked price, but the manager insisted on the higher price for two of them. I decided to buy only one in the end. Additionally, I inquired about a discounted price for an Anastasia eyeshadow palette that showed signs of use, but the manager reduced it by $5, and I declined the purchase due to its condition. When I expressed this to the customer representative, the manager rudely interjected from a distance, making me feel offended and unappreciated as a customer. This experience was extremely unpleasant, and I have decided not to return to this location after being a loyal customer of Marshalls for over a decade.

I recently made a purchase at the Marshall's location on Alameda in Compton, California, for home decor items. While shopping, I visited the Inglewood store and wanted to exchange an item from my prior purchase. However, I was informed that I couldn't do an exchange on the same day at a different store and needed to wait 24 hours. After contacting customer service, I was told this information was incorrect. Despite this, the store maintained it was their policy. Eventually, I went to another store, not near my home, and they successfully processed the exchange. I would appreciate it if someone from corporate could address this issue and the misinformation provided. Thank you. - S. Pruitt

I visited the Potomac Falls store tonight with my family and was shocked by our experience there. My wife, 18-month-old son, and I were shopping when our baby needed to be fed. My wife asked to breastfeed our baby in the dressing room, but two women working there refused to allow us inside and suggested we feed in a public area instead. Despite our baby crying, they were unsympathetic. This happened at around 7:10 pm today. We were deeply upset by the lack of understanding and compassion shown by the staff. We will not be returning to this store.

Around Christmas, I purchased multiple battery-operated string lights but just recently hung them up and only half of them are lighting up. Unfortunately, I do not have the box or receipt. It's quite challenging to reassemble the 10-foot lights together. I'm eager to keep using these lights as I've already made holes in my wall to hang them up. Can I obtain a replacement strand of these lights? They're not easy to find in stores, and I bought several for my windows, and I truly enjoy them. The problematic strand is approximately 10 feet long.

I am extremely frustrated with the customer service I experienced at your store. On a recent visit to the Webster Square Plaza location in Worcester, MA, I discovered that an item I purchased was not placed in my bag by the cashier. Upon contacting the store, the response time was unacceptably slow. After a long wait, I was informed that the missing shirt was found but that I would need to return to the store to retrieve it or get a refund. This is highly inconvenient for me as I do not live nearby and had only stopped by the store while passing through the area. I offered to provide a photo of the receipt or my card information over the phone for them to process the refund, but I was told this wasn't possible. I suggested alternative solutions, such as mailing the item to me or transferring the refund to a closer store, but these were also rejected. I am disappointed by the lack of customer service and the inconvenience this has caused me. It is frustrating that I now have to find time and spend additional money to resolve an error that should not have occurred. This experience has made me question whether I will shop at your stores again.

I visited Marshall's to use my gift card. However, the manager, Mark G., claimed it looked altered due to some spilled drink but my ID matched the name on the card. Despite using it successfully elsewhere recently, he loudly refused it in front of other customers, embarrassing me. His behavior was rude and humiliating. There was no valid reason for denying my merchandise credit. Mark G. lacks customer-friendly skills and should either be retrained or consider a different career path. The incident at the Colma Marshall's was disappointing and discriminatory, assuming I was a thief based on appearance without justification.

I visited Marshall's in Colma to check my balance after shopping in South City/San Bruno. I purchased sweatpants for my husband and found a purse on sale that I wanted. When I asked the employee to check my merchandise credit, the manager, Mr. Garcia or Mark G., intervened and claimed my card looked altered because of a spill. Despite having matching ID, he refused my payment. I explained my situation as a homeless person with a housing voucher and felt disrespected. The manager insisted I find another payment method, which I didn't have. I left feeling embarrassed and disheartened. It's unfortunate when kids witness such treatment.

I visited Marshall's with my husband at their Colma, CA location to use a merchandise credit I received as a gift. When I tried to inquire about the balance, the clerk asked the manager who rudely accused me of altering the card, causing a scene. Despite showing my matching ID, he refused the card and embarrassed me. I had to use it at another store later. I kindly request compensation for the manager's poor treatment. A gift card as an apology would be appreciated for the distress he caused me. Sincerely, Regina L.

During my shopping trip at Marshall’s in Terrell, Texas, today, I encountered a situation where I selected two Michael Kors purses to purchase. After asking for assistance from a store employee to unlock them, she assured me she would take the purses to the checkout and reserve them under my name. Upon reaching the checkout, I informed the clerk about the two purses under my name, but they could not locate them. Despite an intensive search, it turned out that one of the purses had been mistakenly sold by a clerk named Melissa who was unaware they belonged together. This frustrating incident, which has occurred for the second time, has left me dissatisfied. I hope that steps can be taken to prevent such mishaps in the future by training employees to communicate effectively and verify details before handling customer items at the store.

As a loyal Marshalls customer, I have always enjoyed shopping there. Since the store reopened with new Covid safety measures, I understood that trying on clothes in-store was not allowed. This prompted me to buy multiple sizes and try them at home, a process that was easy to return any unfit items before. Recently, after purchasing cat items at Marshalls and not being satisfied, I was surprised to learn of a new policy that prohibits returns on pet products. This was not communicated to me earlier. In the past, returns were straightforward, with the assurance that any unsatisfactory items could be brought back. The lack of transparency about this change in policy regarding pet items has left me disappointed. Had I known, I would have made a different purchasing decision. Moving forward, I will consider shopping elsewhere due to this unforeseen policy discrepancy. - T. S.

I am contacting you to share an unfortunate experience my mother had at your Glenmont, NY store. She visited Marshall’s on Tuesday, September 29th between 1-3 pm and encountered a middle-aged cashier of Indian or Middle Eastern descent who made inappropriate and judgmental comments. The cashier asked my mother if she had a job and questioned how she spent her money, insinuating that her husband supported her financially. This encounter left my mother feeling deeply upset and uncomfortable. As a loyal customer, my mother deserves to shop without facing intrusive and offensive remarks. The cashier's behavior was unacceptable and unprofessional. I am concerned whether this incident was fueled by prejudice towards Muslim or African American customers. It is disheartening to think that such discrimination could occur in a retail setting. I sincerely hope that corrective action is taken to address this issue and prevent it from happening to other customers in the future. My mother should not feel afraid to return to your store due to insensitive comments from an employee. Thank you for addressing this matter promptly.

Firstly, good afternoon. I'm not sure if this message would be a complaint, an issue, or constructive feedback. I visited the Marshalls store in Ponce on Sunday, October 18, [redacted], at 5 pm. Considering that Marshalls is a major company that receives a lot of money due to its high sales, I find it distasteful as a quite frequent customer to arrive at the store and see the person at the entrance with pants so torn that the pockets were sticking out of the holes. It's a lack of respect towards the consumer. I believe they should have a uniform provided by the company, considering the amount of money they receive from consumers. Personally, even though I like going to Marshalls because of the wide variety of merchandise they always have, when it comes to professionalism, I prefer Burlington. Burlington's employees wear uniforms, something that even the MEGA STORE MARSHALLS lacks. As for the long lines at the cashiers where a lot of time is lost due to them talking amongst themselves, not to mention a group gathered chatting in the cashier area, I think if those conversing at the checkouts focused on ringing up customers, the lines wouldn't be as long and would move faster.

Primero, buenas tardes. No estoy seguro si este mensaje es una queja, un reclamo o un consejo constructivo. Visité la tienda de Ponce el domingo 18 de octubre de [redacted] a las 5 p.m. Si bien Marshalls es una empresa de gran tamaño con altas ventas, como cliente recurrente, me pareció inadecuado que el empleado en la puerta tuviera los pantalones tan rotos que los bolsillos asomaban por los agujeros. Creo que deberían tener uniformes facilitados por la empresa, dado el dinero que reciben de los consumidores. Aunque disfruto de la amplia mercancía de Marshalls, prefiero la profesionalidad de Burlington, donde los empleados están uniformados. En Marshalls, las largas filas se demoran más debido a que los cajeros hablan entre sí y algunos empleados se quedan charlando cerca de las cajas. Sugiero que aquellos que estén conversando se sumen a cobrar en las cajas para agilizar el proceso.

Lack of Respect: I went to return an item and the receipt was from a previous exchange. The employee at the San Juan, PR store (Zaida) asked for the CVS which I was unfamiliar with. After some back and forth, I clarified that CVS refers to the card used for the transaction. Despite my explanation, she seemed annoyed. She sarcastically called her coworker, Rosa, remarking on the situation. I expressed my disappointment as a longtime customer of Marshalls and stated that her behavior was not representative of the company. I chose not to speak with the manager as I felt it would be futile. This encounter left me disheartened, particularly because it came from an older employee.

I would like to address a concern regarding your policies. I am a resident of PR where individuals with certain conditions qualify for an express line. This ID, established by law [redacted], is designed for people with disabilities, allowing them and a companion to have reduced waiting times in lines. Initially, I did not encounter any issues. However, a week ago at the Santa Isabel store, I was informed that my companion would have to wait in line. Today, at the Yaucos store, the manager mentioned that there is no preference given (despite it being my right), even though I had not faced this problem at the same store previously. I am seeking clarification on your policy in this matter. Thank you in advance.

I purchased a $[redacted].00 Ecard online for use at a Marshalls store. Upon receipt, I only received a couple of 8 1/2 x 11 "receipts" that lack a barcode necessary for purchases. I am concerned for my granddaughter, as she will likely be shopping alone and might encounter issues when trying to make a purchase. My order number is #CNDUTABA6S. Kindly advise me promptly on the steps she should take to utilize the $[redacted]. Thank you.

Tonight, I visited Marshalls for the first time to buy a jacket due to the cold weather. The location was [redacted] Plaza Drive, Vallejo, CA [redacted]. Unfortunately, the management was very rude and disrespectful to customers. They teased me for using Apple Pay, which they refused to accept. Inside, I found a jacket quickly but had a terrible experience at the register. The cashier sarcastically offered to print a new tag, which took a long time. He then mistakenly charged $17 to one of my debit cards and refused to correct the error. I had to go to an ATM, come back, and face further harassment from the staff. I felt unwelcome and uncomfortable, to the point of feeling scared. I will never return to this store based on how poorly I was treated.

Dear Customer Service, I am writing to inform you that my wallet was stolen on 04/29/[redacted] between 5:00 PM to 5:30 PM at Marshall located at [redacted] Grant Rd, Mountain View, CA [redacted]. Prior to entering the store, I confirmed my wallet was in my purse placed in the cart's upper level near me. Unfortunately, upon reaching the cashier to pay for my items, I noticed the wallet was missing. Despite seeking help at the front door, I had to wait until someone provided me with a sticky note to jot down my details, without much assistance. The incident left me shocked and distressed, leading to questions about how it occurred. Today, as I reflect, I realize the carts at Marshall's are large and challenging to navigate, especially in narrow aisles. I suggest updating the carts at the Mountain View store for better customer experience. Additionally, my visa cards were misused, resulting in a reported loss of $[redacted].75 and necessitating involvement of the local police. This unfortunate event has deeply impacted me, causing distress and sleepless nights. I hope for a constructive resolution from Marshalls. Sincerely, Veronika Babonics

I had a negative experience with a manager at Marshall's in Kingsville, Texas. I am a Marine Vet and have been active in the community. Despite my intentions to shop for shirts, I was verbally abused and threatened by the manager, citing that Linda did not want me in the store. This issue stems from a situation involving Linda Gunnels asking me to meet for illegal activities, which I declined. Linda has a criminal record and abuses her position at Marshall's for personal gain. I believe swift action needs to be taken by terminating Linda and her manager accomplice. I am considering organizing a protest with other veterans against this unfair treatment. Thank you and Semper Fi.