Marshalls Customer Service Issues

During my visit to the Manchester CT store, I had a disappointing experience with Ashley, the associate, and the manager, Lissette. Despite having a receipt for my return, they were rude and accused me of using a lipstick I wanted to return. Even though it was on clearance, I ensured it could be returned when I bought it. The manager, Lissette, even went as far as insinuating that I used the lipstick, which was not the case. Additionally, when trying to return a pair of $12 pants, they accused me of trying to return something not listed on the receipt and refunded me $16.99 instead. The false accusations and treatment I received were embarrassing, and I left feeling upset and shocked. It was a distressing experience over a simple return, and I hope this situation can be addressed appropriately.

I recently visited the store in Manchester CT and unfortunately, my experience with the associate, Ashley, and the manager, Lissette, was extremely unpleasant. I had a return to make with a receipt for both items, which I made sure to clarify could be returned when I purchased them, especially a lipstick that was on clearance. Despite the items being clearly unused, Ashley insisted that I had used the lipstick. Lissette was then called over and joined in accusing me of using the product. When I tried to return a pair of pants, they accused me of returning an item not on the receipt, even though I had paid $12, but they refunded me at the tag price of $16.99. I felt unjustly treated, as they insinuated I had stolen or used the merchandise. The way I was questioned and treated, especially by Ashley and Lissette, left me shocked, embarrassed, and upset during the entire encounter. It was disheartening to be accused over a misunderstood situation involving a clearance item.

Three days ago, I returned a pair of black Avalanche shoes that I bought for $24.99. The return process was smooth, aided by a friendly clerk who instructed me to insert my debit card into the POS machine for the refund to be processed. After waiting 4 hours with no refund, I contacted the store, and the clerk mentioned it would take 48 hours to make the money available on my card. It's now day 4, and I'm still waiting. The delay caused me to run out of gas, leading me to sleep in my car until someone kindly offered help. This experience has been more complicated than expected for a simple return. I'm hoping to receive a response today and get my money back as promised. If possible, I'd prefer to receive cash for the shoes by visiting the store directly. Thanks for your assistance, and I apologize if I sounded rude; it's been a challenging few days.

I have been a loyal customer of your store for many years, and I was thrilled when a marshals opened in Titusville, Florida. However, I recently had an unsettling experience with a member of your management team while shopping. It is too lengthy to type out, and I would appreciate speaking with someone from customer service. I understand your time is valuable, but I believe it is important for corporate to be aware if a staff member is mistreating customers. I rarely complain, but at 58 years old, I feel compelled to share this incident with management. Thank you for your attention. You can reach me at [redacted]. Sincerely, C. R.

Hello, I purchased a pot from your store a week ago and after just one wash, it rusted. I attempted to return it without a receipt as your store policy supposedly allows it. The manager refused to accept the return, claiming my lack of receipt meant I couldn't get a refund. Despite explaining the situation and referencing my bank statement indicating the purchase, the manager still declined. I feel let down by the store's customer service and believe the employees are not following the stated policies. I have faced similar issues elsewhere without trouble, and this experience has left me dissatisfied. I paid $32 for the pot and would like a refund as per your store's regulations. I hope for better treatment of customers in the future.

During my visit to Marshalls on Richmond Road, Staten Island, NY on Saturday, June 25th, [redacted], I observed a man casually filling a new suitcase with expensive merchandise, clearly planning to leave without paying. Despite my alert to the manager, who called security without success, the man walked out with numerous items without consequence. This incident highlights the brazenness of individuals and the apparent ineffectiveness of store security and management. It is disappointing that such behavior may result in increased costs for law-abiding customers like myself. Implementing measures such as securing merchandise and improving security staffing could deter similar thefts in the future. It is disheartening to witness such disregard for consequences and lack of action from store management. Enhancing security practices and preventive measures could help prevent such incidents and protect the store from losses.

I am a loyal customer at Marshall’s in Kingston, NY. Recently, having full custody of my nephew, I was disappointed to find no changing station in the women's restroom. Despite using a diaper mat, laying him on the dirty floor was unpleasant. The restroom lacked working soap dispensers, had a wet floor without a warning sign, and caused a near slip. This experience was horrific, and spending over $[redacted] didn't mitigate it. I informed an employee, but it seemed unaddressed. Both the women's and men's restrooms lacked changing stations, which I found disgraceful. This situation must be rectified urgently. If unresolved, I will escalate my concerns further. Thank you for listening to my feedback. - Krysti H.

I recently shopped at the Marshall on Beverly connection in Los Angeles near Beverly Center. I selected two decoration plants marked at $6 each, but encountered an issue at the register with the discounted price. Despite the inconvenience of a 10 to 15-minute delay for the $2 mark down, upon leaving, I realized I was charged for three items instead of two. Upon returning to the store for a refund, I was met with rudeness and dismissal by the manager, Karen. The attitude displayed was disappointing given the earlier inconvenience. I would appreciate a follow-up to address this matter promptly as such service does not align with expectations from a reputable company. If not resolved, I intend to escalate this complaint on Yelp and explore further steps legally.

I'm writing to report an unpleasant experience at your store. We chose two decorative plants marked at $6 each but encountered issues at the register. The cashier called the manager due to a discrepancy in the price tag. After a substantial wait, we received a $2 deduction. Surprisingly, upon leaving, we found that we were charged for three items instead of two. Upon returning to rectify the error, the manager, Karen, was dismissive and implied our inconvenience was inconsequential. This treatment is upsetting considering the time wasted on a correction and the implication of wrongdoing on our part. It is disheartening when mistakes benefit the store but inconvenience the customer. I appreciate a prompt response to address this matter professionally before I take further action. Thank you.

I recently purchased two decoration plants priced at $6 each, but encountered some issues at the register. The cashier and manager took a long time to apply a $2 discount due to a mismatched tag, resulting in me being charged for three items instead of two. When I returned to the store for a refund, the manager named Karen was dismissive and rude, claiming mistakes happen. I found this unprofessional and frustrating, especially after the inconvenience caused by their error. I would appreciate a callback to address this customer service issue promptly. If I do not hear from you by next week, I will consider sharing my experience on Yelp.

Today, during my visit to Marshall's in Visalia, I had a disappointing experience that has led me to decide not to shop there again. The manager removed an AJBL Bluetooth speaker from my cart to check the price, even though it was clearly labeled. When she returned it, there was a security spider attached. I calmly decided to leave the items I intended to buy and left the store. As I was leaving, I noticed that the JBL clip speakers next to the one I wanted were all gone. It seems that while the manager was preoccupied with me, there was a theft of approximately $[redacted] worth of JBL speakers. I will be sharing this feedback on Google reviews to reflect my visit accurately.

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I visited Marshalls in Mississauga tonight to purchase some luggage. Upon inspecting the luggage, I noticed it appeared scuffed and potentially damaged. I found a black item inside, only to realize it was a used, blood-stained thong. Despite being labeled for sale, the item was clearly unsanitary. The saleswoman's response was to consider asking for a discount on the contaminated luggage, which was shocking. She disposed of the thong upon my complaint but admitted the luggage shouldn't be resold upon seeing my reaction. I took photos for evidence and informed the manager who merely thanked me without showing much concern. The lack of apology or acknowledgment of the health risk was troubling.

I recently purchased some clothing at Marshall's, but unfortunately, one item didn't fit and another dress tore at the seam when my daughter tried it on at home. I promptly put the torn dress back in the bag to return along with the other item. When I tried to return the items, totaling around $[redacted], Marshalls refused to accept them. Despite having the receipt and returning within the 30-day period, they claimed the clothes had a smoke smell. The items were still in the same condition as when I bought them, with tags attached. I believe they should uphold their return policy, which requires clothes to be in resellable condition. I feel I should receive a refund. Can anyone offer advice on what to do next?

Hello, my name is Nilsa Beauchamp and I am a customer of Marshalls. Recently, I purchased a suitcase at the Plaza las Américas store on 11/08/22. While traveling in Europe, the suitcase's handle got stuck and wouldn't move. Although the receipt states a 30-day return policy, I was hoping for an exchange. When I called Marshalls, they mentioned the item was already 60 days old. Despite being initially told I could exchange it, the manager, Stephanie Ruiz, declined my request, citing the item's condition. I am disappointed by the lack of resolution and the way I was treated. Having worked in customer service for 15 years at Sears, I believe there could have been a more amicable solution. I am reaching out here in the hopes of finding a resolution. Thank you for your attention. Sincerely, Nilsa Beauchamp.

Hello, my name is Nilsa Beauchamp. I am a Marshalls customer who purchased a suitcase at the Plaza las Américas store on 11/08/22. While on a trip to Europe, the handle of the suitcase got stuck and wouldn't extend. Although the receipt states a 30-day return policy, I hoped for an exception given the circumstances. After calling Marshalls, I was informed that the item was now 60 days old. Despite my initial joy, the manager on duty refused the exchange, citing the product's poor condition. Feeling disappointed by the experience and the lack of flexibility, I emphasized the importance of how customers should be treated, particularly drawing from my 15 years of work at Sears in human resources. I am reaching out to seek assistance in resolving this matter. Thank you for your attention. Sincerely, Nilsa Beauchamp

To the Concerned Party, I recently visited the Marshalls store at the Shoppes at Blackstone Valley in Millbury, MA. While shopping, I noticed a clearance section with towels marked down to $7.00, including 2 Tommy Bahama towels, one marked down and the other at full price. When I mentioned this to the cashier, she took the towels to the manager, a lady in her sixties. The manager removed the sale sticker from the towels and started checking the other marked down items I intended to purchase. Upon leaving the store, I discovered that I had been charged twice for a men's sweater. When I brought this to the attention of a cashier and the same manager, an argument ensued where the double charge was initially attributed to hand towels, but later corrected to the sweater. The manager's accusatory behavior was unprofessional and disrespectful. It is important for managers to handle customer concerns with professionalism and respect to maintain good customer service practices. Sincerely, Mirna B. Email: [redacted]

I bought a pair of black D. Jeans which are made from recycled materials. They fit well and are comfortable, but they have a strong chemical smell that persists even after washing. The smell seems to be spreading to other clothes during the wash, and I'm worried about potential toxins since they are recycled using plastic water bottles. The odor even transfers to my skin. I attempted to return them to the store, but they refused because I have already washed and worn them once. I purchased the jeans on November 1, [redacted], and have only worn them once. Can anyone provide guidance on how to address this issue?

Hello, my name is Tina E. I recently visited a Spokane, Washington store to make a return. The store number is [redacted], register number 1, transaction number [redacted] on 11/25/22, with cashier [redacted]. I want to clarify that the cashier was very nice and helpful, but unfortunately, the manager's behavior was unacceptable. Due to my disability causing short-term memory loss, I had a few items to return and live far from the nearest store. The total return amount was approximately $[redacted]. The manager immediately assumed my return was suspicious, which led to my daughter and I being treated like criminals. I was shocked by the manager's rude behavior, especially when she banned me for life from making returns without a receipt. I want the ban removed and an apology for the unfair treatment I received. Being followed around the store added to the distressing experience. It's essential to remember that not all disabilities are visible, and assumptions shouldn't dictate how customers are treated.

In August, my niece, Julie H., purchased two large suitcases from Marshalls. In September, she returned to the UK with her new purchases. Unfortunately, upon her arrival, the smaller case had disintegrated, and the larger one was cracked. During my trip from December 1st to December 9th, I left Julie's case in the UK and brought the one from Marshalls back with me. When I tried to return it, they refused since it had been used. They declined a refund to the credit card without the physical card, offering store credit instead, despite providing a picture and credit card bill. Despite Julie's health challenges and imminent return to the US for medical reasons, they insisted on store credit. The manager, Dennis F., requested a copy of the credit card bill, but I am unsure of how to provide it here. The card transactions for Marshalls on 08/23, 08/26, and 08/29 total £86.44, £[redacted].57, and £[redacted].99 respectively. Should a refund to Julie's card be impossible, I proposed refunding to my card for transfer to her bank account. I am Evelyn G., Julie's aunty, residing at 17 Versa Place, Shirley, NY [redacted]. Please contact me at Phone [redacted] or Cell [redacted]. Thank you.