I've given the management (Cristina is the name she gave. Older woman straight hair. Shoulder…read morelength with highlights) team at this HomeGoods the benefit of the doubt for MONTHS, but after my experience today, I feel like I finally need to say something.
Most of the employees here are genuinely wonderful. Unfortunately, my experiences with Cristina and another female "manager" (because come to find out so called Cristina is only a key holder) have been the complete opposite. Their communication repeatedly comes across as condescending, dismissive, and unnecessarily rude.
Recently, I had a return without a receipt. It was a week-old item, and I was simply exchanging it. Cristina asked me, in a very condescending way, "Do you know that we keep track of returns?" Yes, I do. I understand why retailers track returns, and I understand store policies. There was no reason to speak to me as though I was doing something wrong.
A month ago I was interested in purchasing a piece of furniture that was missing a rivet. I asked a completely reasonable question: how much of a discount could be offered because of the missing piece? Her response was, "Ugh, I don't know, a PENNY!"
Excuse me?
It wasn't even about the discount at that point. It was the attitude and the way she spoke to me. She then called another manager over and asked, "Do you even see a missing rivet?" Again, it felt dismissive and confrontational over a simple customer question.
I own a customer service business, employ a team, and represent multiple brands. I understand policies. I understand that employees cannot simply give customers whatever discount they want. What I do not understand is why basic kindness, empathy, and professionalism seem to be so difficult here.
Customer service does not mean breaking policy. It means knowing how to communicate the policy respectfully. Be empathetic. Be relatable. Offer an alternative when possible. And if there isn't a solution, simply be kind in the way you explain it. That is Customer Service 101.
Today was what really pushed me over the edge because she said "No! I am not moving a unit for you if you don't pay for it! I am not doing that makes no sense" I've shipped at home goods all over OC and IE-- yes you can. And most do. I happened to not have my business card with me for this business purchase.
When I called afterward to address what happened, I was told, "Oh well, I have a lot of great customers." That response was honestly shocking. What does that have to do with taking accountability for how you spoke to one customer? Having positive interactions with other customers does not invalidate a negative experience or excuse poor communication.
The attitude sometimes feels as though a return or discount is coming directly out of the employee's paycheck. Customers should not be made to feel guilty, uncomfortable, or like an inconvenience for asking reasonable questions.
This community asked and waited for a HomeGoods for YEARS. For many of us, shopping at HomeGoods and Marshalls is something enjoyable -- somewhere we go to browse, decorate our homes, and honestly just clear our minds for a little while. Management should not be ruining that experience.
Today, I walked away from a piece of furniture I genuinely loved and was prepared to spend approximately $500 on because of how I was treated. I left without purchasing it, and at this point I'm not sure I even want to return to this location.
Management represents the company while they are on the clock. The goal should be for customers to leave wanting to come back.
Policies are policies. I respect that.
But the delivery matters. The attitude matters. The way you speak to your community and your customers matters.
Most of the employees at this location are an absolute delight, which makes these repeated interactions with management even more disappointing. I sincerely hope this feedback is taken seriously because this store is part of our community, and customers deserve to be treated with basic respect. Do better.
