Sorry this happened to you. I quit shopping at TJMaxx and Marshalls a few years ago. Once I started to make decent money, it wasn't as worth the time I spent digging through the racks to try to find something good amidst the jumbled, disorganized junk. They should be aware that their shopping experience is already not too great and at least be pleasant, or update their return policy to state clearly that they're restrictive.
I will NEVER shop at Marshalls ever again!!
- Thread starter lizlikeshugs
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I usually stick with Nordstrom Rack, Off 5th, or Last Call for discounts. I gave up on Marshalls, TJ Maxx, and Ross sometime in College and usually went back only if someone told me there were good new arrivals or something.
Even now, I don't visit the Rack, Off 5th, or Last Call that much unless an SA calls me or sends coupons or invites.
But I am incredibly disappointed. I feel that a lot of businesses and workers forget the most important thing in business---customer satisfaction. Without the customers, you have no job or business and it baffles me when they do something like this
Even now, I don't visit the Rack, Off 5th, or Last Call that much unless an SA calls me or sends coupons or invites.
But I am incredibly disappointed. I feel that a lot of businesses and workers forget the most important thing in business---customer satisfaction. Without the customers, you have no job or business and it baffles me when they do something like this
i work at marshalls and the way everyone is talking about the customer service is hilarious. the customers come in and think they own the place and that they can treat the associates however they please-why? because they're paying less for everything? because it's not some super chic boutique? i personally refuse many returns a day; used, worn merchandise, switched tickets, etc. we have software built into our ticket-making machine that, when you scan an item, it gives the brand and description of what the ticket belongs to. we get scammed every day for hundreds of dollars because people will say, buy a shirt at walmart for 3 dollars, attatch a marshalls ticket (you can buy the ticket guns at just about any craft store) that says 19.99 for a shirt they really bought, and have a valid receipt for. until recently, we couldn't question the customer if they had a receipt, even if we recognized the brand as a walmart, target, family dollar (yes, FAMILY DOLLAR) brand. now with the economy in the state it's in, people are becoming more and more relentless, and wanting everything for nothing. there are times now that i know a certain ticket doesn't match an item, i call up a manager to verify that the merchandise isn't ours, give me permission to refuse the return, and tell the customer we can't take it back, receipt or not. you have the people who know they're in the wrong, and are okay with you refusing their return, and will just walk out of the store, (probably just to go to the next closest marshalls in the hopes that the associates there will take it back.) then you have the people who cause a scene when you tell them the ticket doesn't match, and refuse to take no for an answer. i've been called every name in the book and then some for politely refusing a return. i'd say 7 out of every 10 refused returns end up calling the customer service line, which then trickles down to the regional manager, the district manager, then the store manager, who asks around until they find out which associate refused the return. then, (the best part of all!) we get yelled at for doing our job! countless times i've gotten chastised for merely doing my job, spotting fraud and refusing a return, only to be told that the customer will be back in later that day and that we will, under any circumstances, take back their merchandise. how's that for customer service? marshalls and the whole tjx company is so concerned with pleasing their customers that i've taken back dirty shirts with holes in them, with a receipt dating back 3 months, forced to give a cash refund because the customer wouldn't take the store credit. i mark stuff down for "damages" - tiny scratches on frames that begin at 9.99 and are on clearance for 3 dollars. company policy states that we can't take any further markdowns for damages on merchandise that is already less than half-price, but that policy goes out the window more often than not. i've been forced to take back a 200 hundred dollar coach bag that i know for a fact was fake-since when is coach spelled "cocah"? i had to stand there and not say a thing back to a customer who called me a "stupid skinny white b*tch" after she thought i shortchanged her (the manager counted my register and it was perfect, by the way). we have customers practically stalk associates when they go for price checks, and demand lower prices on everything. 16.99 isn't so bad for a nice ralph lauren shirt, is it? everyone seems to think marshalls is one big tag sale. "hmm, i'll give you 5 bucks for it!" (yes, i literally had a customer say that to me.)
but you're all right, marshalls has horrible customer service.
refunds aside, we do have customers in the store switching tickets alllll the time. and no, it isn't illegal to not sell the customer whatever price is on the merchandise-that's only true in grocery stores. security WILL call up to the registers and give us all a heads up when they spot customers switching tickets, but most of the cashiers are well-trained enough that they can spot it on their own. i see switched tickets ten times a day, at least.
also, back to the trickle effect, the big dogs, the heads of the company, dictate what all the store managers do. if you're unhappy with something within the store, go to the higher ups rather than waste your time screaming at a manager, because at a certain point, their hands become tied. the district managers are the store managers' puppet masters, the regional managers are the district managers' puppet masters, and so on an so forth. it's even more useless giving a mesely cashier a hard time, especially since they're mostly high school kids and twenty-somethings. do you feel big and bad yelling at somebody you could've given birth to? besides, if you contact the customer service line, you're gonna be given whatever it is you ask for, because customer happiness is key! believe me, we have a corny slogan that's drilled into you the second you start working for the company.
our stricter return policy is a result of customers taking advantage of the fact that they KNOW they can walk all over us, and get away with whatever they damn well please. and it's about to get even stricter, as it should. so many stores nowadays are changing their return policies, so be prepared. do all of us devout retail workers a favor, and give us a break! unless you've worked in retail, especially a store like marshalls, you have no idea the mental abuse and strain we have to put up with on a daily basis.
but you're all right, marshalls has horrible customer service.
refunds aside, we do have customers in the store switching tickets alllll the time. and no, it isn't illegal to not sell the customer whatever price is on the merchandise-that's only true in grocery stores. security WILL call up to the registers and give us all a heads up when they spot customers switching tickets, but most of the cashiers are well-trained enough that they can spot it on their own. i see switched tickets ten times a day, at least.
also, back to the trickle effect, the big dogs, the heads of the company, dictate what all the store managers do. if you're unhappy with something within the store, go to the higher ups rather than waste your time screaming at a manager, because at a certain point, their hands become tied. the district managers are the store managers' puppet masters, the regional managers are the district managers' puppet masters, and so on an so forth. it's even more useless giving a mesely cashier a hard time, especially since they're mostly high school kids and twenty-somethings. do you feel big and bad yelling at somebody you could've given birth to? besides, if you contact the customer service line, you're gonna be given whatever it is you ask for, because customer happiness is key! believe me, we have a corny slogan that's drilled into you the second you start working for the company.
our stricter return policy is a result of customers taking advantage of the fact that they KNOW they can walk all over us, and get away with whatever they damn well please. and it's about to get even stricter, as it should. so many stores nowadays are changing their return policies, so be prepared. do all of us devout retail workers a favor, and give us a break! unless you've worked in retail, especially a store like marshalls, you have no idea the mental abuse and strain we have to put up with on a daily basis.
I would write to the regional manager or rather, have a lawyer draft a letter to the corporate office. You had reasonable expectations.
BabyBluez's post seriously made me sick. I've seen that kind of disgusting behavior working at higher-end retailers, I cannot even imagine going to work at Marshall's or TJ Maxx...
While I agree that they cannot just make up a policy after you've purchased the item, I am expecting more strict return policies throughout retailers. I feel most customers compare EVERY store with Nordstrom's... and while it's good for customers to have the return policy in their favor, there's a reason why most of us don't make every purchase at Nordstrom--- Nordstrom cannot sell everything and stay in business. I'm sure it will get to a tipping point where Nordstrom will no longer have fabulous sales in exchange for maintaining their return policy.
BabyBluez's post seriously made me sick. I've seen that kind of disgusting behavior working at higher-end retailers, I cannot even imagine going to work at Marshall's or TJ Maxx...
While I agree that they cannot just make up a policy after you've purchased the item, I am expecting more strict return policies throughout retailers. I feel most customers compare EVERY store with Nordstrom's... and while it's good for customers to have the return policy in their favor, there's a reason why most of us don't make every purchase at Nordstrom--- Nordstrom cannot sell everything and stay in business. I'm sure it will get to a tipping point where Nordstrom will no longer have fabulous sales in exchange for maintaining their return policy.
One time I found a Betsey Johnson dress with a huge gash in the bodice. I knew I could repair it, and went to buy it along with my other stuff. The tag said $5 but she wouldn't sell it to me for less than $80!! I hate feeling like a criminal. Now I shop there a lot less. This was TJ Maxx.
Wow and I thought I was the only one who had this happen. My experience was with a TJ Maxx last year around this time. I shopped at TJ's, Marshalls, Home Goods all the time. A lot of the stores in my town had Runway merchandise so expensive items were seen at the TJs I bought a large leather Cynthia Rowley tote bag at the TJ Maxx by my house (which did not have a runway section) for around $300. I was unsure if I wanted it (I was unsure about some of the hardware, but loved the color), but bought it anyways because I didn't want it to get sold.
Well that night when I brought it home I decided my dislike of the hardware won out. I decided to return the bag to a TJ's near my work during my lunch break the next day. Mind you this TJ's has runway (once I saw a TJ priced 3K beaded ralph lauren wedding gown) and when I tried to return the bag I got treated like a criminal. Eventhough I had tags attached, the receipt, even the store bag, she thought I was trying to scam her. 1st she asked me why return when I just bought yesterday (really there is a minimum amount of time I have to keep it?). Then said she was going to look for Cynthia Rowley in their purse area to see if they carry it as she never heard of it. Of course there was not one in the area. Then she said she will call the store I got it at and have them look for Cynthia Rowley. Well no again as I bought the one and only bag! She then said I must go back to the store I made a purchase at and speak to a manager. The whole time she was being really rude and accusatory. I kept my cool the entire time even though I was embarrassed (lots of people in line) and boiling mad inside. At this point I did say that it was illegal not to honor their return policy and that I would be contacting TJX and BBB, then left. Return policies have to be stated (and now even on the receipt in the state of MA) in view at the register at the time of purchase.
Right after work I went to the TJmaxx close to my house and returned it with not even a manager present. The girl processing the return could've cared less. I ended up sending a letter to TJX (their HQ) asking for an apology from the manager and for not honoring their return policy or the law. I also filed a complaint at the BBB (that gets the company listening). I ended up getting a $25 gift card and a "I'm sorry if you don't like our policies" apology. I gave the card away because the whole experience soured me and replied on my BBB followup that the apology was lame for various reasons, but I would accept it. It's not my fault they don't bother to invest in a better system for identifying their own merchandise. I have been to a TJs once since this happened and just reading the OPs experience turns me off all over again.
Well that night when I brought it home I decided my dislike of the hardware won out. I decided to return the bag to a TJ's near my work during my lunch break the next day. Mind you this TJ's has runway (once I saw a TJ priced 3K beaded ralph lauren wedding gown) and when I tried to return the bag I got treated like a criminal. Eventhough I had tags attached, the receipt, even the store bag, she thought I was trying to scam her. 1st she asked me why return when I just bought yesterday (really there is a minimum amount of time I have to keep it?). Then said she was going to look for Cynthia Rowley in their purse area to see if they carry it as she never heard of it. Of course there was not one in the area. Then she said she will call the store I got it at and have them look for Cynthia Rowley. Well no again as I bought the one and only bag! She then said I must go back to the store I made a purchase at and speak to a manager. The whole time she was being really rude and accusatory. I kept my cool the entire time even though I was embarrassed (lots of people in line) and boiling mad inside. At this point I did say that it was illegal not to honor their return policy and that I would be contacting TJX and BBB, then left. Return policies have to be stated (and now even on the receipt in the state of MA) in view at the register at the time of purchase.
Right after work I went to the TJmaxx close to my house and returned it with not even a manager present. The girl processing the return could've cared less. I ended up sending a letter to TJX (their HQ) asking for an apology from the manager and for not honoring their return policy or the law. I also filed a complaint at the BBB (that gets the company listening). I ended up getting a $25 gift card and a "I'm sorry if you don't like our policies" apology. I gave the card away because the whole experience soured me and replied on my BBB followup that the apology was lame for various reasons, but I would accept it. It's not my fault they don't bother to invest in a better system for identifying their own merchandise. I have been to a TJs once since this happened and just reading the OPs experience turns me off all over again.
This thread is from 2007
I don't think it matters if the thread is from 2007 as long as the other members here want to share their experiences. We have always been encouraged to look at old threads and to ask questions or post comments if a thread has already been started instead of creating new ones.
I know this thread is from 2007, but let's see how it is in 2009, now that the economy has been circling the drain for at least a year.
With the proliferation of people who scam in order to get ahead, or at least stay even, in this economy, I'm willing to bet the return policy is even stricter than it used to be.
The person to be angriest at is the scammer, cheater, whatever you want to call that person who engages in bad behavior. They make life harder for those of us who try to live honorably and who may have purchased an item that genuinely just doesn't work for her.
I was in Walgreen's yesterday and got to see the manager ban a customer from the store. The manager told me that this young man and his friends come in and shoplift then bring in a bag full of merchandise, sans receipt, to return for cash.
We all know it's us, the consumer, who bears the brunt of theft, in the form of increases in price to make up for loss, and in loss of certain privileges like returning merchandise that just didn't work out, for whatever reason.
I can't stand people who cheat.
With the proliferation of people who scam in order to get ahead, or at least stay even, in this economy, I'm willing to bet the return policy is even stricter than it used to be.
The person to be angriest at is the scammer, cheater, whatever you want to call that person who engages in bad behavior. They make life harder for those of us who try to live honorably and who may have purchased an item that genuinely just doesn't work for her.
I was in Walgreen's yesterday and got to see the manager ban a customer from the store. The manager told me that this young man and his friends come in and shoplift then bring in a bag full of merchandise, sans receipt, to return for cash.
We all know it's us, the consumer, who bears the brunt of theft, in the form of increases in price to make up for loss, and in loss of certain privileges like returning merchandise that just didn't work out, for whatever reason.
I can't stand people who cheat.
How is the return policy going to get stricter? I have a bunch of stuff to return so I'm wondering if I need to be worried.
Thanks.
Thanks.
I think in 2007 they still had a 90 day return when this thread started. They now have a 30 day return policy. But that's not the point so much as them refusing valid returns because they do not have a decent ticket/receipt system that identifies their merchandise. My incident happened just last year. I have worked in the retail industry my whole career (both in stores and at corporate) and this is something they could fix, but it costs money and takes time. For instance the skus on the tickets come up "premium denim" at the register, it should come up "Hudson (or whatver brand it is) premium denim". That way the cashier knows it is a brand they carry when a customer makes a return. I thought it was just me who had something like this happen, but I guess not. I live on the west coast now, so Nordstom Rack for my discount designer fix.
My mom bought several sheets from TJ Maxx like 10 years ago when she moved into her house. They still had the tags on them and they had been in the basement for all that time. One day when we were cleaning out the basement we found them and she said she wanted to return them. She took them to the store with no receipt (she didnt keep the receipt for 10 years) and the SA said "When did you buy these?" because the tags looked very different from the new ones. My mom told her a month ago or so (lol) and the girl gave my mom her money back. Then we went back a couple weeks later and we saw the sheets there for sale with the same old tags they had on them from 10 years ago. lol So we've never had a problem returning ANYTHING to TJ Maxx, I dont know if Marshalls is different?
My incident was at TJ Maxx. I think it is the individuals working who made up rules if they suspect of some sort of scam more so than a return policy as the policy must be stated. The 2nd TJ's I went to did not question my return one bit. I think the manager at the 1st TJs made a judgment about me because I look young and was wearing jeans (I was 30 and worked in a nice office, but didn't always dress up) and for whatever reason she thought I was being underhanded and switching tags. Afterall since she never heard of Cynthia Rowley that must have meant I was up to something. Before that incident I never had a problem with their customer service and I don't think all the people that work there are like that, just a miserable few. I never treated customers like theives without any evidence when I was in retail.