While visiting this store, I dropped off a selection of clothing for review. When I returned to…read morepick up my items, I was informed that none of them could be purchased due to an alleged "odor." Surprised by this explanation, I politely asked for clarification regarding what specific odor had been detected. Unfortunately, I was given little to no meaningful explanation.
The employee then added that some of the items appeared to have stains and looked as though they had been recently worn. This was particularly confusing, as none of the clothing had been worn in approximately eight years. While the items were not washed immediately before being brought in, I had washed and sorted everything within the previous one to two weeks, carefully separating items for sale, donation, and disposal.
After leaving the store, I placed the bags in my trunk. My daughter asked how much the store had offered for the clothing, and I explained that nothing had been purchased because the items allegedly had an odor. She appeared just as confused as I was.
At that moment, I noticed another woman and her daughter leaving the store carrying their unsold items. They appeared similarly confused and frustrated, so I politely asked whether Plato's Closet had purchased any of their clothing. Before I could even finish my question, the woman explained that she had also been told her items had an odor. When she asked for clarification, she was informed that her clothing allegedly smelled like smoke.
As we compared our experiences, we both found it concerning that two women of color had been given nearly identical explanations, yet neither of us received a clear or consistent explanation regarding the alleged odors. This naturally raised questions about whether we had been treated differently.
It is important to note that this occurred before I had ever read any online reviews about this location.
Seeking clarification, we returned to the store and requested to speak with management. Instead, we were met by a woman who identified herself as the owner. Unfortunately, the interaction was unprofessional and dismissive. The employee who had returned my items identified herself when asked, but the owner refused to answer questions, provide additional details regarding the alleged odor, or point out the stains that had supposedly disqualified my items.
During this interaction, I was instructed to leave the store. At the same time, the owner was telling the employee who identified herself as a manager that she never had to provide her name to customers in situations like ours.
As a woman of color, I found it troubling that another woman of color and I were both told our items could not be accepted because of an unspecified odor, yet neither of us received a clear explanation or any meaningful opportunity to address the concern.
What makes the situation even more confusing is that on the same day, I successfully sold approximately $200 worth of clothing at Once Upon A Child, located right next door and operating under the same franchise ownership. Those items came from the same home, were stored under the same conditions, and no concerns regarding odor or smoke were raised whatsoever.
I understand that resale stores have the right to reject items and that buying decisions are ultimately at their discretion. However, customers deserve clear communication, professionalism, and consistent treatment. Based on my experience, I left with more questions than answers and will not be returning.
