I think that the level of customer service at this store does not deserve even One star rating lately! I am a resident of Danville, and has been shopping at this store regularly for the last 15 years spending a lot of money there. But in the last month I have been outraged by fully unprofessional, absolutely horrible customer service! I have never wrote negative reviews to any business in my entire life. But today I have realized, that I have to write this review not only for myself, but for all the customers visiting this store location.
Most of Customer Service Representatives (cashiers) are rude and disrespectful to the customers. I have never heard them greeting customers or welcoming them to the store lately. Instead, they acting like you solicit them at their own residence and they are making you a huge favore by servicing you. These people do not realize that they are getting their paychecks from the revenue the company is earning from the sale to the customers. I used to work in the past as Northern California Regional Trainer for big retail chain, providing training to the Store Managers. And for the last 30 years my every day work is somehow connected to the customer service, which is a core to any business, and especially Retail.
Few weeks ago, I have returned a Pair of shoes with the receipt that I have purchased on clearance for $20 about a week before return. When I was pulling them out of plastic bag for the return, the cashier rudely told me that I have scratched these shoes, and she was not sure if she could accept them back. I asked her what did she mean by that since it was a clearance item, and was in the same condition as I purchased it. She almost started to scream that she saw me scratching the shoes when I was pulling them out of the bag. I have openly told her that her behavior is totally inappropriate, and I came to the company store, not to her own house, and she should be respectful to me as a customer. After that she had calmed down and completed the return, but left a bitter aftertaste of disrespect.
Today I came to the store again to return the porcelain coffee jar with the manual grinder attached that I have purchased As a gift for my sister. My sister told me that she did not need it since she had the electrical one. I have never opened that jar. The manufacturer label as well as Marsall's Tag were attached to the jar. The return was within 30 days with receipt. The cashier pulled out the grinder, opened the lid, and then went to so called manager Joyce. A minute later, I was told they would not accept the item back since it was used. Somehow there were traces of ground coffee inside the jar. I was shocked because I had neither used it nor open the lid of it. I had no idea, that before purchasing something in that store I had to dismantle it, to make sure it was not used by someone else before I would buy it. I told that to Joyce, but she was rude and aggressive, and said there no way she would take it back, acting like I was lying to her and committed a crime.
At this point I told her that I would call the corporate office and bring this issue to the upper management. I told her that she would have to take it back, when would be directed to do so by the corporate office, because I was pretty sure that it was her inappropriate approach, and corporate office would take care of it. Instead of giving me an apology, she started to scream that I was threatening her, repeating it again and again. I tried to stay calm, and told her that I am not dealing with her provocative behavior. As a coincidence, the other cashier who gave me such a negative experience with the return of shoes couple of weeks ago, was working at the adjacent register. When she heard that I had requested the phone number to call the corporate, she jumped to the register, and said she was taking over and would accept the return. She completed it pretty quickly, probably hoping that it would resolve the conflict. But At this point I am going to call the corporate office and bring to their attention of very unhealthy environment in this store lately. What can we expect from the sales persons and cashiers if the Manager does not know how to behave and treat customers. It looks these people never got any training, most of them look unfriendly and irritated. And unfortunately, even the big companies can fall apart. And it starts from the lack of training, inappropriate behavior of employees who represent the company to the customers. Marsall's Management should learn from their sister companies TJMAXX and Home Goods who have totally different approach and customer care skills. I had never get such a negative experience in any store before. This Marshall's team treats customers like a a "trash". Before writing this review I read all the reviews on Yelp about this store, and not a surprise- I am among other customers who got same negative experience. read more
