Marshalls Customer Service Issues

To the concerned party: During Mother's Day weekend, I visited the Marshalls store to make a return. While in line, my 4-year-old daughter started crying, showing me her foot. A sharp end of a store security tag went through her shoe, piercing her foot and causing it to bleed. I informed the cashier, who seemed indifferent. I then spoke to an older lady, possibly a manager, who mentioned experiencing a similar issue and suggested using Neosporin. I was shocked by the lack of empathy. Our daughter sustained a puncture wound due to the store's negligence in safely storing the sharp security tags. She did not even receive an apology. Despite it being her favorite store, I am hesitant to return after this incident. I have included a picture of the wound after cleaning it up.

I had a frustrating experience at Marshalls in Arecibo, Puerto Rico. I spent nearly an hour in line at the store which formed a circle inside. When it was finally my turn, I noticed only 3 or 4 cashiers available, with a coordinator just watching. I asked to speak to the manager, who turned out to be the coordinator. I expressed my disappointment at the lack of cashiers even though there were enough staff just standing around. A good leader should have solutions, but this coordinator seemed clueless. When I suggested they open another register, she simply mentioned that some staff were on lunch. Tj Max in Hatillo, on the other hand, has a more efficient and supportive team. Arecibo needs to improve its management and empower its leaders to be proactive and efficient like the team in Hatillo. Good leadership is vital for business success.

I regularly shop at your store located at [redacted] N Central Pkwy in Plano, TX. While Roula is consistently excellent in customer service, today I encountered two staff members who were unprofessional when I returned some items. They were unwilling to issue a refund without a receipt, even though I offered to show them my credit card transaction history. In the past, Roula had processed a refund to my credit card in a similar situation. Frustrated by their attitude, I ended up leaving the items with them and exiting the store. Name: E.A. Safar Cell: [redacted] Email: [redacted]

I returned a perfume with the wrong scent and had my receipt, but the cashier accused me of opening it. She demanded my credit card for the return, even though I paid with Apple Pay. Despite showing her my bank statement, she refused to accept it and was rude throughout the interaction. She wouldn't provide her name or supervisor for me to file a complaint.

In Miami, Florida, there is a store located on Coral Way and 120th Avenue. I frequently shop at various Marshalls in different locations such as Kendal Town and Country, The Falls, and Dolphin Mall - just to name a few. However, the Marshall store on Coral Way is the only one that doesn't allow customers to take out shopping carts with their paid merchandise. Instead, customers are asked to carry all bags to the car. I have spoken to the manager about this policy as it seems to be unique to this particular store. Other discount retailers like Target, Walmart, and Navarro's allow customers to use carts to transport their purchases to their vehicles. I personally require the use of a cart due to special needs, and after discussing with other customers, we suspect this rule is in place to reduce employee assistance for customers. Given that this store serves a lot of senior citizens, it would be beneficial if customers were permitted to use carts to carry their items to their cars, just like the other Marshall stores in Miami.

I noticed a $35 charge on my checking account (Routing [redacted]12, Acct: [redacted]0) with Chase Bank, dated for delivery on 6/21, which I did not authorize. Despite my attempts to stop any account with Marshalls and sending back my destroyed card, this unauthorized charge has persisted for months unnoticed. I am a senior citizen living on a fixed income from Social Security, and I cannot handle unexpected charges. I rarely shop at Marshalls and have only made one significant purchase there in the past, which led to getting a card I never used. I request a credit back to my checking account, the cancellation of the card and account. I believed these actions were taken previously. Thank you, G. Strickland ([redacted]) CC: NYS Dept. of Financial Services, NYS Better Business Bureau

Hello, my name is Kimberly Bernal. I recently joined the team at the new Marshalls in Palatka, Florida. Despite my age and disability, I was excited to work there. Unfortunately, I had to resign due to a troubling incident. During my scheduled day off, a supervisor accused me of being a no-show and even altered the schedule to make it appear that way. This false accusation in front of others was very upsetting. I reported the issue to a supervisor named Karen, who said she would investigate but never followed up. Feeling unsupported, I felt compelled to resign. I suspect this mistreatment stemmed from age and disability discrimination. I am eager for someone from HR to address this matter promptly. You can reach me at [redacted] or [redacted] for further discussion. Thank you, Kimberly Bernal.

In the previous years, Marshall’s has been known for their exceptional customer service and community involvement. They have willingly provided empty shoeboxes for filling gifts for underprivileged children. I contacted the Broken Arrow store and was initially told they had the boxes, but upon arrival, I was informed I couldn't have them due to a policy change. I am disappointed in this shift as past management has always supported such initiatives. Marshall’s usually supports fundraising for children’s medical issues, so why not continue to help by providing empty boxes that would otherwise be discarded? It's a simple gesture to bring joy to those in need. On a positive note, Ross promptly supplied me with four cases of empty boxes when Marshall’s could not, showcasing great customer service.

To the Concerned Party, I am a regular visitor to your Waterfront store, and I frequent it once or twice a week for a few hours of shopping. I have noticed the behavior of a manager named Brenda during my visits, and it is concerning. Brenda appears to be consistently rude towards customers and displays aggression towards her fellow Marshals employees. Witnessing her being rude, sarcastic, and pushy towards customers, as well as having outbursts with employees, is unsettling. I prefer to support businesses that value respectful conduct, and if Marshals allows this behavior, I am willing to take my patronage elsewhere. This disgruntled employee could benefit from an attitude adjustment, as her toxic behavior is off-putting. If you need to discuss this matter further, please contact me via email. Sincerely, -Christopher

I recently made a purchase at a Marshall's store but didn't try the items on due to the pandemic. Upon realizing they didn't fit, I attempted to return 3 out of 4 items to the Marshall's at South Coast Plaza in Costa Mesa, CA, saving my receipt for the return. Unfortunately, they refused one item due to the missing tag. What bothered me most was the workers' behavior. They rudely cut me off when I tried to explain, showing a lack of customer service skills. The staff appeared unfriendly, rude, and unprofessional, making me feel unwelcome as a customer. I will not be returning to this location and will share my experience with others. I prefer shopping at stores where I feel valued and receive good customer care.

I would like to discuss an incident that occurred today in Orange, California. While shopping with my ex-husband, he was attacked by a man in the store. The manager had already contacted the police, but no one intervened or offered assistance. The lack of response was disheartening, with neither the manager nor security acknowledging the situation. I had to intervene to protect my ex-husband, feeling unsupported by the staff. Despite spending $[redacted] in the store, we received no apology or support from the manager or associates. The manager's lack of action and empathy reflects poorly on her managerial skills. I had to call [redacted] myself to remove the attacker from the store. It is disappointing that the manager failed to address the situation appropriately. This experience has left me feeling let down and unvalued as a customer.

My sister-in-law visited from out of town, traveling 5 hours to Saint John, N.B. She bought a purse for my mom, who didn't like it. Due to Covid-19 restrictions, they couldn't return to the store, so I tried to return it on their behalf with the receipt. Unfortunately, without the loyalty card, I was only offered a gift card. I understand policies, having worked in customer service for over 30 years, but exceptions should be considered. The purse was over $[redacted], and now my mom has a gift card she won't use as there are no nearby stores. I hope there's a way to exchange the gift card for a refund for her. Thank you for your attention. Sincerely, Nadine D.

Hello, I recently received the items I ordered from your store. Upon inspection, everything appeared to be in good condition, except for the hoodie I had purchased was missing from the package. My wife and I are disappointed as this hoodie was intended to be a gift for our son. We checked for any damage to the package but found none. I kindly request for this matter to be resolved promptly. Thank you, Nairit

I wanted to share a positive experience at Marshall’s in Hermitage, TN. The manager there handled a potentially dangerous situation very well. A young man was yelling and swearing at the manager aggressively, possibly under the influence of drugs. The manager remained calm and managed to escort him out of the store. I admired his composure and firmness in repeatedly asking the individual to leave. I felt safe as a customer witnessing his control over the situation. It could have escalated, but thanks to the manager’s professionalism, it was resolved calmly and safely.

I visited your Chicago store on Ontario Street in December to do Christmas shopping. I bought an item that turned out to be too small for the recipient, so I returned it today, January 16th, within the 30-day return period. The store manager, Mr. Christopher Jackson, refused to process the credit because I didn't have the receipt. I provided all the required information according to the Corporate return policy: a government-issued photo ID, name, and address, along with my credit card, but he still declined. He agreed to give me a credit for less than half of what I paid. Despite showing him the Corporate Policy that allows returns without a receipt, he insisted that his store does not follow corporate guidelines for returns. I am reaching out to request the proper credit for my $[redacted].00 purchase. I simply want the policy to be upheld as stated. Thank you.

Hello, I have observed discrepancies in the shipping charges on my last two online orders. Despite meeting the criteria for free shipping and using the correct code, I was still billed for shipping. This has occurred three times now, causing frustration. I intentionally spent more on each order to qualify for free shipping, and it is disconcerting to be charged for shipping after meeting the requirements. I have been diligent in applying the code correctly and verifying that free shipping was reflected in my order. I would appreciate assistance in refunding the shipping charges for the two recent orders. Your attention to this matter would be greatly appreciated. Thank you, Ashley

I visited Marshall’s located at [redacted] E Ray Rd in Phoenix, Arizona around 1:30 pm today. I had an appointment at 2 pm and needed to use the Women's Dressing Room quickly. Unfortunately, there was no worker present at that time. Shortly after, a Dressing Room Attendant, Karen, an older black lady with short hair, arrived. I had to leave my cart with 6 shirts and 1 pair of shoes in a box. I explained my situation to Karen, but she rudely insisted I put my items back. She then proceeded to push my cart into a trash can as I walked to the cash register. I was deeply upset by this behavior and believe that no customer should be treated this way. I shared my experience with the manager, Sharon, who mentioned positive feedback about Karen. I believe it would have been more appropriate for Sharon to review the incident and address the employee's behavior. I urge for retraining to ensure all customers are treated with respect in the future. Denise H. Contact: [redacted]

I recently returned a dress to my local Marshalls in Panama City Beach, Florida and received a gift card in return. Weeks later, when I attempted to use the gift card, I was informed that it couldn't be used because my name wasn't on it. Despite explaining that it was the same card issued to me during the return, the associate initially refused to honor it. After involving a manager, I was eventually allowed to use the card, but it was made clear that this exception wouldn't happen again without my name on the card. This experience left me frustrated and embarrassed, as it seemed like an avoidable mistake on the part of the original associate. The way it was handled made me and my husband feel uncomfortable, and I'm now hesitant to return to that specific Marshalls, even though I enjoy shopping there.

I frequently visit the Manhasset Marshalls store, but my experiences with the cashier at register 10, who wears a hijab, have been uncomfortable. She often treats me unkindly, especially compared to white customers and her boss. Regardless of my polite interactions, she focuses on pushing the Marshalls credit card and can be dismissive when I decline. On my recent visit, I encountered her again and faced issues with change for my purchase. Despite attempting to pay with a $[redacted] bill, she initially claimed to have no change before finally providing me with the correct amount. The interaction left me feeling frustrated, especially when she questioned my reaction to the situation. I believe her behavior is unacceptable, and despite enjoying shopping at Marshalls, I am reluctant to return due to her mean and racist demeanor. Thank you for taking the time to read about my experience.

Last week, I visited Marshalls and purchased clothing for my family, totaling around $[redacted]. The cashier swiftly placed my receipt in the bag without asking, hurrying to assist the next customer. Unfortunately, on the windy day, my receipt flew out of the bag. Upon realizing that most of the clothes did not fit my husband and daughters, I visited the Barstow, CA Marshalls for a refund. The same cashier who served me denied my request for a refund, offering store credit instead. Despite explaining the situation and our financial struggles, I was unable to secure a refund. I would greatly appreciate any assistance you can provide in this matter. Thank you.