On 07/26/2025 Extremely Disappointed by Marshall's Experience Ignored, Profiled, and Embarrassed…read more I had a deeply disappointing and uncomfortable experience while shopping at Marshall's recently, and I feel compelled to share it. My niece and I went in to purchase two specific hair tools that were locked in a case those were the only items we came in for. When we got to the case, we pressed the assistance button multiple times over the course of 10-15 minutes. Each time, the speaker would say that help was on the way but no one ever came. The store wasn't even busy; it was just the two of us and maybe three other shoppers. As we had just walked in at 9:30 am when they opened. One employee was standing about 10 feet away from us the entire time, clearly hearing the assistance requests. But instead of helping, she kept avoiding us literally walking away to another section of the beauty area each time the button went off. It was as if she was deliberately trying not to help us. After waiting for far too long and giving her the benefit of the doubt wondering if maybe she didn't work in that section or didn't realize the alert was coming from us I finally walked over to her and asked for help directly. That's when the situation got worse. She told us we weren't allowed to carry the items ourselves because they were considered "high-ticket". It was difficult to get her to allow me to purchase two items from the case it's like I had to keep explaining to her that my intention was to purchase them both. She wanted to talk about them instead of take them out the case. I felt like maybe she wasn't realizing I'm seriously in here to buy the items not discuss them. I clarified that these were the only items we came in to buy and assumed that after she took them out of the case we would carry them to checkout. She was stumbling over the idea of us taking them to checkout. I'm feeling lost at this point because her plan is to hold them while we shop. I'm explained to her we are done shopping why would she hold them and we need them to checkout and she couldn't figure out how to not take them to the front but just hold them. Eventually, after some back and forth, the manager approved it for us to just take them ourselves. I don't care about holding the products I shop as stores where you never have to hold the items they handled it all for you so that's not weird. It was her not trying to make sure we could actually buy them I couldn't comprehend. I will say not once did either employee get rude or nasty with us. I want to make sure that is clear. This was more so the first employee awkwardly treating us like she was sure we would steal the items and the elephant in the room was she knew we would steal it if she gave it to us. The manager agreed immediately to let us walk them to the front. The first employee was making small talk and everything once I let her know we were needing help. But by then, the damage was done. My niece was visibly upset she had never experienced something like this before. She felt like we were being treated like thieves, and since the items were for her, she felt personally responsible for the way we were treated. She kept saying how frustrated and embarrassed she was, and it was painful to watch her internalize that kind of profiling. I explained to her that this isn't the norm everywhere that retailers who prioritize customer service and train their staff properly don't make you feel like a criminal for trying to spend your money. The whole situation could have been handled so differently if someone had simply acknowledged us, offered to help, or even treated us with basic decency. Instead, we were treated like suspects over $90 worth of items while I'm carrying a $2,500 purse for context and I know sometimes people will assume you cannot afford things based off the way you carry yourself but we were well dressed and didn't give off we are here to rob you. I'm also a mature adult so I don't look childish or anything either. This experience was insulting, dismissive, and rooted in a lack of professionalism and possibly bias. I truly hope Marshall's takes this as a reminder that customer experience matters and that the way your staff chooses to treat people has real consequences. I honestly would like for them to teach their employees how to handle their higher ticketed items better. They need to know how to get them from the case to the register without making people feel like this.

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Belks in Fredericksburg recently underwent a major renovation. The store looks great!! It is much…read moreeasier to shop there now, as there is room for additional merchandise. Thanks Belks.

I usually enjoy going to this location. Not today. The manager on duty on 07.10.2026 during the…read moreday has forgotten what customer service looks like--it doesn't look like belittling your customers. There are other stores....

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The ladies here are so super kind. They have so many great booths and vendors! Check em out when…read moreyou're in town!!!

Very clean and organized. Friendly, helpful staff and a convenient location right off the exit…read more Nice barista area too.

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Seth in the seafood department gave me great customer service. He always does a good job. I come…read morehere mostly for the seafood and fresh produce which is always of great value!