Marshalls Customer Service Issues

I would like to request better education for your store employees regarding online purchase returns when paid through PayPal. During a recent visit to the Mountain View CA store on Grant Road, I tried to return around $[redacted] worth of items. The cashier insisted that since I paid with PayPal, I could only get store credit. I inquired about sending the items back myself for a refund, but was told this was not an option. After checking the terms on your website, I discovered that mailing the items back for a refund was indeed possible. When I contacted the store manager, I was once again told that only store credit or gift cards could be issued. I'm disappointed with the misunderstanding of the PayPal policy, as I now have $[redacted] in gift cards that I don't currently need. Sincerely, M. Davis

Today, January 21st, I accidentally lost my car keys inside a store in Hemet, CA. I asked all the employees, but no one saw them. I spent 2 hours searching inside the store with no luck. After going outside and returning, still no one knew anything about them. I searched everywhere for a total of 3 hours. When I returned to the store, I was in the bathroom with my daughter and overheard an employee telling another that they hadn't found the keys yet. I came out and asked again if anyone had seen them. One of them replied that she thought another employee had them and found them in the bathroom. I couldn't believe it since I had searched the bathrooms three times and they weren't there. They just said sorry, but at least they were found. No one helped me as they should have, and I feel like they were trying to keep the keys to my car. Terrible customer service.

I had a challenging experience at the Rego Park, New York store while trying to purchase a birthday gift for my girlfriend. They refused to accept my gift card, insisting I had to convert it to an e-gift code to load onto a store credit card. Despite facing financial difficulties after losing my job, battling to resolve a housing issue, and dealing with identity theft, I was forced to use my debit card - incurring additional fees. The store staff seemed unsympathetic to my struggles, pushing me to sign up for a credit card I didn't need. When I sought a refund to switch the payment to the gift card, I faced more challenges due to needing the physical items. After numerous attempts to resolve the issue online, including promised e-gift codes that never arrived, I am left feeling abandoned as a customer. I am now locked out of my bank account and unable to afford basic necessities. I am seeking assistance to reverse the original charge to my debit card and apply it to the gift card. Despite the tumultuous experience, I am hopeful for a resolution to these issues.

About a month ago, I visited your Thousand Oaks store and purchased LED room lights. After returning home, I discovered that the package had been opened and one piece was missing. The packaging was not transparent, so I couldn't have seen the missing piece before purchasing. I was disappointed as I couldn't use the product and had to order a replacement from Amazon. Unfortunately, I misplaced the receipt, so I don't expect a refund, but I hope that your checkout staff will be more attentive to sealed packages in the future. This would benefit customers by preventing them from buying damaged or incomplete items unknowingly.

I've noticed several errors in my accounts: 1. T.J. Maxx credit card: a total charge of $88.56 ($44.28 charged twice) 2. PayPal ([redacted]): $44.28 3. Gift cards: - Ending in [redacted]: $[redacted] - Ending in [redacted]: $16.43 All these charges were incorrect. I encountered error messages when attempting to finalize my order, leading me to abandon the process out of frustration, as it was time-consuming. Despite my failed attempts, I found charges on my T.J. Maxx card and zero balances on the gift cards I used. After speaking with customer representative Ms. Colleen, she assured me that the funds would be refunded to my accounts, including the gift cards. However, she couldn't verify if there was an actual order due to security reasons. I seek confirmation that the refunds, along with the gift card balances, will be returned promptly. Your assistance in resolving this issue before I escalate it further would be greatly appreciated. Thank you.

An employee approached my wife and me in the men's cologne aisle and questioned if we had put something in our pockets after following us around. We did not pocket anything, and both of us have disabilities. I am an ex-military veteran with anxiety, PTSD, and paranoia. The behavior of your employees made us feel uncomfortable and singled out because of our disabilities. We felt embarrassed and hesitant to return to your store. It is concerning that our rights may have been violated. We would like a resolution that includes an apology and reassurance that this won't happen again. We hope for a positive outcome that would make us feel valued as customers. We want to continue shopping in your stores without feeling discriminated against. We prefer to resolve this matter without involving the news or social media. Thank you, the Steffler family. -Jeanette W. & Ryan S.

Hello, I am currently at a Marshall’s store in Fredericksburg, Virginia. During checkout, I inquired with the store manager, Tiffany, about receiving a discount on an item with a crack down the side. Unfortunately, Tiffany mentioned that she was unable to provide a discount. Typically, at Marshall’s if an item is damaged, a 10 percent discount is offered. It seems unusual to pay the same price for a damaged item as a non-damaged one. I have been a loyal Marshall’s customer and have always appreciated their approach to damaged items. I believe Tiffany could have handled the situation more effectively and provided better customer service.

I recently visited Marshalls in Placentia, California to do some shopping. The situation took an unexpected turn when a manager approached me and asked me to leave the store. I was taken aback and asked for an explanation, but the manager insisted I leave immediately without providing a reason. It was embarrassing to be confronted in front of other customers, and things escalated when the manager threatened to involve the police. I assured her there must have been a mistake as I had never had any issues during previous visits. I feel unfairly treated and humiliated by this experience, and I am seeking clarity on why I was asked to leave the store.

I would like to bring to your attention an incident that occurred at your Schaumburg, Illinois location on 06/24/[redacted] around 4 or 5 PM. During my visit to Marshall’s, I entered the fitting room area and encountered a lady who was not attentive and seemed preoccupied with something else. There were no signs indicating the need to wait, and seeing available open dressing rooms, I proceeded to try on a cute outfit quickly. Upon leaving the dressing room, I was loudly questioned by the woman about the clothes in my hand, and despite explaining I was going to put them back for a different size, she continued to address me rudely. Her disrespectful behavior made me feel uncomfortable and unwelcome, prompting me to leave the store feeling agitated. This kind of unprofessional conduct should not be tolerated towards customers seeking a pleasant shopping experience.

To Corporate Management, I am a loyal customer to Marshalls, T.J. Maxx, and HomeGoods. On Thursday, 6/29, I had a disappointing experience at a store located at [redacted] Holcomb Bridge Road, Roswell, GA [redacted]. The cashier handling my return was disrespectful and had difficulties processing my refund for items purchased online with PayPal. Despite my attempts to clarify, the cashier and manager exhibited unprofessional behavior, denying previous refund practices and providing inconsistent information. The cashier's demeanor was unhelpful and he omitted refunding one of my items until I reminded him. The manager's denial of past refund methods and conflict with me were frustrating. Their treatment was unexpected, and I felt unheard and undervalued as a customer. I would appreciate if this incident could be addressed by the corporate office to prevent such experiences for others. Thank you for your attention to this matter. Sincerely, James F. Woodstock, GA [redacted]

Order [redacted]6 was returned to me today. I was told that I wore item [redacted], one pair of sneakers to the wrong store and the other to another store. The sticker on the sole is still intact, indicating it was not my order. Even though I love the sneakers, they don't fit well due to being too narrow. I shop frequently at Marshalls and TJ Maxx, but due to caring for elderly patients, I can't easily leave home. This marks the second time I've had an issue with the warehouse employees. The first was an error with the address on the order, despite my prompt notice and assurance from customer service to correct it. I would appreciate a refund or store credit for this mix-up.

I am reaching out because I encountered an issue with a recent purchase. Although they deducted the funds, the purchase confirmation never materialized. I have faced continual complications with the payment process. Despite receiving the order initially, the refunded amount kept reappearing in my account. However, on this occasion, the payment went through, but the purchase confirmation is still missing. I am seeking resolution, whether through a refund or fulfillment of the order. The transaction amounts to [redacted].87 USD, and it was made with a Mastercard ending in [redacted]. Your prompt attention to this matter is greatly appreciated.

I had a troubling experience at Marshall's in Albuquerque, N.M. on Wyoming and Eubank. It was Wednesday, August 9th, at 7:00 p.m. My daughter and I went to see the Halloween section, but the home goods area was inaccessible without explanation. A young male employee confronted me, claiming it was unsafe and flooded, though there was no evidence. When I requested to see a manager, the employee became aggressive. The manager, who did not appear professional, sided with the employee and was confrontational. I felt mistreated, and this incident left me shaken. I believe customer service at Marshall's needs improvement. I will avoid the store due to this negative experience and will consider online shopping instead. I hope Marshall's addresses these issues promptly. Christina L.

I visited one of your stores and found some nail decals with polish, which I had been searching for everywhere. However, the packaging was covered in a thick sticky substance. I asked an employee for a napkin to clean it, thinking it was leaking, but she rudely replied that it was olive oil. She put it aside, but the substance ruined my clothes and new purse. Additionally, she made a derogatory comment about a character I like, which was unprofessional. I am disappointed by the lack of customer service and the damaged products. I feel anxious about returning to the store. It's frustrating she didn't assist me in cleaning the package. Please improve your customer service.

Hello, I purchased a Nautica outdoor 3-piece set x2 from the Marshall store in Pembroke Pines, FL [redacted] back in 5/[redacted]. Unfortunately, some of the chairs have broken into small pieces. I have photos of the damage and the purchase receipt from Marshall available to send. While we were initially happy with the product and received many compliments, we are now seeking a new replacement for the damaged items that are still under warranty. Thank you for your assistance. Nissim Levy

I used my debit card to make a purchase at Marshall’s, but was informed it was declined. I paid with cash instead. Later, I discovered my card had been charged without my knowledge. Marshall’s agreed to refund the merchandise but did not address the unauthorized charge on my card. They accused me of leaving with the items, despite me returning to resolve the issue. I feel distrustful of their handling of the situation and am displeased. I no longer want the merchandise, I just want the unauthorized charge refunded to my account.

I purchased a handbag in August [redacted], packed it for a trip in September [redacted], used it only twice, and it already broke. I'm surprised it tore after just two uses. Unfortunately, I can't go to the store in Yauco, P. R. as I'm vacationing in the EU. I would appreciate it if you could assist me by compensating with a gift card so I can replace the handbag. Thank you. - Myrna Acosta Cruz

I placed an order on Marshall’s.com last night as order #[redacted]6. Today, my daughter let me know she bought the La Prairie Skin Caviar Liquid Lift as a gift, making my recent order unnecessary. When I called to cancel the order before shipment, the customer service rep at Marshall's suggested waiting for delivery and returning it to the store. I don't understand why they would rather incur shipping expenses, even though it's free for me, instead of canceling the order before sending it out. Please cancel this order before it ships.

I made a purchase on Marshall’s.com with order number #[redacted]6 last night. However, I was informed by my daughter today that she has already bought the La Prairie Skin Caviar Liquid Lift as a gift, making my recent order redundant. I tried to cancel the order over the phone today before it was shipped, but I was instructed by a Marshall’s customer service representative to wait for delivery and then return it to the store. I find it puzzling that they prefer to go through with shipping (even though it's free for me) rather than cancel the order before sending it out. Please cancel this order before it is shipped out.

On September 30th, I returned items purchased from Marshalls on September 10th and unintentionally forgot my receipt at home. The clerk processed my return but issued a "warning" ticket, informing me that I am now restricted from making future returns without a receipt. The manager vaguely mentioned a lifetime ban from such returns without providing a clear explanation for the decision. This came across as unfair and left me feeling confused about the situation. If Marshalls' policy indeed prohibits returns without receipts, it should be explicitly stated on their purchase receipts for customers' awareness. The warning slip I received includes reference number [redacted]3-[redacted]-TJX. I would appreciate a detailed clarification regarding this matter to understand the issue better. Thank you, Natalia T.