I went a Marshalls in Symrna, GA to return $10 Ted Baker T-shirt which I bought in a different Marshalls. A cashier and her manager at the Marshalls refused to take the return because THEY DO NOT REGOGNIZE THE BRAND.
The same manager actually gave me troubles a few months ago when I wanted to return an item that I bought from HIS store (not from a different store). It was $29 Hudson jeans and he said "$29 is too expensive for a pair of jeans and I've never heard of the brand. Where did you buy it?" with his store tag and receipt in his hands. I was speechless because it was obvious that he was assuming that I was doing something wrong (switching a tag and an item???). I was able to return the item after waiting for 30 minutes for him to verify with someone else on the phone.
For this particular store, employees do not treat their customers nicely anyway and whenever someone comes for return, they make customers feel uncomfortable. But if a manager himself treats their customers with an assumption that customers are doing something wrong, then his employees will exactly behave just like him.
I was trying to tell the manager that (1) they should treat their customers nicer and (2) they should not make customers feel that customers are doing something wrong because people will stop shopping in his store, share these unpleasant experiences online, and more people stop shopping in his store, eventually huring his store and Marshalls. His reply was "you can do whatever you want. You can share this on the internet."
At that point I had to stop my conversation saying that (1) there are doctors, lawyers, and professors (like myself) among your customers, (2) he should respect all the customers in the store, and (3) whether or not taking my advices, it is his decision but eventually it will get back to him if he does not realize importance of customer service.
These experiences completely pissed me off. First of all, their customer services are bad. Moreover, isn't it illegal to refuse returns from customers with tags on items and receipts when return policies read that customers can return merchandises to any Marshalls store within 30 days? I don't see their return policy saying "An item may not be returnable to a particular store if a cashier or a manager in the store does not regonize the brand.".
I wonder if this problem is limited to one particular store and manager. Is there anyone who had gone through similar experiences with Marshalls?
The same manager actually gave me troubles a few months ago when I wanted to return an item that I bought from HIS store (not from a different store). It was $29 Hudson jeans and he said "$29 is too expensive for a pair of jeans and I've never heard of the brand. Where did you buy it?" with his store tag and receipt in his hands. I was speechless because it was obvious that he was assuming that I was doing something wrong (switching a tag and an item???). I was able to return the item after waiting for 30 minutes for him to verify with someone else on the phone.
For this particular store, employees do not treat their customers nicely anyway and whenever someone comes for return, they make customers feel uncomfortable. But if a manager himself treats their customers with an assumption that customers are doing something wrong, then his employees will exactly behave just like him.
I was trying to tell the manager that (1) they should treat their customers nicer and (2) they should not make customers feel that customers are doing something wrong because people will stop shopping in his store, share these unpleasant experiences online, and more people stop shopping in his store, eventually huring his store and Marshalls. His reply was "you can do whatever you want. You can share this on the internet."
At that point I had to stop my conversation saying that (1) there are doctors, lawyers, and professors (like myself) among your customers, (2) he should respect all the customers in the store, and (3) whether or not taking my advices, it is his decision but eventually it will get back to him if he does not realize importance of customer service.
These experiences completely pissed me off. First of all, their customer services are bad. Moreover, isn't it illegal to refuse returns from customers with tags on items and receipts when return policies read that customers can return merchandises to any Marshalls store within 30 days? I don't see their return policy saying "An item may not be returnable to a particular store if a cashier or a manager in the store does not regonize the brand.".
I wonder if this problem is limited to one particular store and manager. Is there anyone who had gone through similar experiences with Marshalls?
