am writing to share feedback regarding a recent return experience at the Marshall's New Albany,…read moreOhio location, which was far more difficult and unpleasant than it needed to be due to the behavior of a cashier.
I was returning two sweaters purchased online--one size large and one size medium. The large did not fit, and the medium was damaged (a button was missing). Both items were brand new, still had the original brand tags attached, and I had the receipt available electronically on my phone.
Initially, I did not have my phone with me inside the store. Although the cashier was able to locate my receipt in the system, she stated she needed to see the receipt on my phone because it contained "pictures." I understood this requirement since the items were purchased online and did not have Marshall's tags. However, I was then incorrectly told that without the original plastic bags the sweaters shipped in, the items could not be returned. This was confusing and frustrating, especially since I had proof of purchase and the items were new with tags.
When I asked what I was supposed to do, the cashier responded, "Honestly, I don't know what to tell you," which came across as dismissive and unhelpful. I ultimately went back to my car to retrieve my phone, after being told I would need to get back in line.
After returning to the line, I unfortunately ended up with the same cashier, Kayla. I provided my phone showing the receipt, photos, and matching item numbers. At that point, the return was processed--but it was issued as a gift card. When I asked why, since I had the receipt, I was told it was because I paid via PayPal. When I asked where that policy was stated, Kayla said she did not know.
To avoid having funds tied up on a gift card, I asked if I could return the items I had just purchased (over $100), then repurchase them using the store credit. She confirmed that I could, but questioned why I would want to do that.
After retrieving the items from my car again, I returned to the store. At that point, I overheard Kayla discussing my situation with another employee in a clearly negative manner. When I approached, she stated she was no longer open, despite audibly talking about me moments before. Another cashier assisted me, completed the return and repurchase efficiently, and the transaction was resolved.
While the situation was ultimately fixed, it required multiple trips to my car, unnecessary confusion, and enduring rude and unprofessional behavior. The issue itself was not the policy or the process--it was the attitude. Talking negatively about a customer within earshot, being dismissive, and making the customer feel like a problem was completely unnecessary, especially during a relatively slow time in the store.
I understand policies must be followed, and I was more than willing to do what was needed to resolve the situation. However, courtesy and professionalism should still be the standard. This experience did not reflect that.
I hope this feedback is used to improve customer interactions moving forward.
