Marshalls

"Title: Disappointing Customer Service Experience with Manager Rating: ★☆☆☆☆ (1/5) I recently had an extremely disappointing encounter with a manager at Marshall’s, which left me feeling frustrated and disrespected. The level of customer service I received was shockingly poor, and it is disheartening to see such behavior from someone in a managerial position. From the moment I approached the manager, it was evident that she lacked basic interpersonal skills and failed to understand the importance of customer satisfaction. Her dismissive attitude and lack of empathy were apparent throughout our interaction. Instead of addressing my concerns and attempting to find a solution, the manager seemed more interested in brushing me off and moving on to the next task. One of the most frustrating aspects of this encounter was the manager's refusal to listen. I tried to explain my issue calmly and clearly, but she interrupted me repeatedly, showing a complete disregard for my perspective. It felt as though she was more interested in asserting her authority than in resolving the problem at hand. Furthermore, the manager's tone and body language were incredibly condescending. She spoke to me in a patronizing manner, making me feel belittled and insignificant. It was evident that she had no interest in providing a positive customer experience or maintaining the reputation of the company. To make matters worse, the manager displayed a lack of knowledge about the company's policies and procedures. Instead of offering a solution or seeking assistance from a higher authority, she simply shrugged off my concerns and claimed that there was nothing she could do. This level of incompetence is unacceptable, especially from someone in a managerial role. In addition to the poor customer service, the manager’s lack of professionalism was evident. She failed to apologize for the inconvenience caused or take any responsibility for her actions. It was clear that she lacked the necessary training and skills to handle customer complaints effectively. Overall, my experience with this manager was extremely disappointing. Her dismissive attitude, lack of empathy, and condescending behavior left me feeling undervalued as a customer. I hope that Marshall takes this feedback seriously and addresses the need for better training and customer service standards among their management team."

"My husband and I have shopped at this Vallejo location for years, but now we as a family tend to mostly browse, as they don't often have what we need. We do occasionally buy kitchen goods and stationery from this location, and look with our kids for toys for future purchases from their Birthday and Christmas lists. I experienced terrible customer service today. As is suggested by the company's return policy, I took one of the items from my online order (arrived just a few days ago) with the proper receipt to this store for a refund. The associate, and the manager, Lai (sp?) called to help for some reason, both seemed to have negative demeanors. I have no idea why. My demeanor was polite. At first, they said that my delivery confirmation did not have the information they needed to process the refund. Fair enough. I pulled up the order confirmation with the information, and they still seemed bothered for some reason. Then, with the same attitude as before, the manager said that they didn't know how to process an AfteryPay return to the original payment method (which is basically just stopping the AP payments, rather than a return to my card). I understand if they weren't sure, but why the annoyed affect? The manager said that she could only give me a store credit. I would have taken it, but as I said, they don't often have anything worth buying in store. I was able to purchase through AfterPay, and should have been able to return the item through the same process. They seemed unwilling or unable to grant my due return. So, frustrated and confused, I took my item and walked back to my husband and kids in the toy section. My husband suggested that I just never give this location our business again. We walked out and planned for me to return the item via the mail or at another store. However, I felt that I shouldn't be inconvenienced that way, as a customer following the company's policy. So, I walked back in and asked for the number to their corporate office. The security guard went to get the number and took a while as he talked with some of the associates, who looked over at me as they were talking. I have no idea what they discussed. Hopefully my call to corporate will alert them to unprofessional business practices and attitudes at this location. Going forward, I will shop elsewhere first, in person and online, and avoid Marshall's. It's not because of one incident. It is because, like everyone, my time and money are important, and I won't waste it with a company that doesn't honor their policies and treat customers with respect. There are other places to shop."

"Love shopping there. The staff are helpful and polite. Also even the shoppers are courteous and polite as well. We found what we went looking for and then some. Ty Marshall's"