I have been shopping at Marshall's in Kingston, NY for decades. I'm a huge TJ/Home Goods/Sierra and Marshall's fan.
I spend thousands of dollars at this chain annually and NEVER had a bad experience there...until today. I wanted to return a swimsuit I had bought there exactly two weeks back. I did not have the receipt but the tags were all perfectly in place. it was obviously not worn and in the same condition I had bought it in.
I got up to the register to return the suit and buy a few other items. as I did not have the receipt the cashier looked up my purchase using my credit card.
First, she told me I could not return a swimsuit after one week. I explained I'd been ill and their return policy is one month. and frankly, there was no disclosure of this when I purchased the suit. The I was told I could not return the suit as it was "missing" the little tape that is supposed to keep the suit hygienic in the crotch area. I explained there had been no sanitary tape there. She called the manager on duty, who I will not name but he was a sad, angry man. He told her to not let the return go through due to the missing tape. I asked for him to come speak with me. He appeared and was nasty from the start. I asked his name and he gave me a smart aleck reply and also refused to give me the name of his district manager when it became apparent he was not going to listen to reason. I tried to explain the tape was missing when purchased and was told that every single bathing suit in Marshall's has that tape. We went back and forth but he refused to listen to me.He made several snarky remarks and walked away. He also said it was a NYS law to have the tape. It is not. He then rudely stood over me as I made my transaction as if I was some kind of problem. BTW the darn suit cost all of $19.99.
After I was done at the register I walked to the swimsuit area. In just a few minutes I pulled 20 suits with no tape. The manager walked by and I showed him the 20 suits, including entire groups of the same style all with no tape. He again, refused to listen to me. I asked, how can you sell a suit without tape and expect it to be returned with tape? He made a rude remarks asking if I'd return my panties! I voiced that I was getting mad. He literally told me that the policy of the store is to not take suits back and suggested I had even worn the suit despite its pristine condition. How can a store not disclose their return policy, sell a suit without tape, and expect it to be returned with it?! Just as an FYI, I did not remove any tapes. The store has cameras and I found so many in a few minutes I didnt even think about it! Anyway, this manger said I was mad because I wasn't " getting my way" and then said I was "insane" and he was going to kick me out of "HIS"store. I left. I did tell this manager that would go to social media. And here I am. I never used profane language. I did try to hand him the unracked suits but he refused to take them and I placed them on a clothing rack. I am fuming about the treatment I received today. It is really such a shame because all I wanted was a store credit for an item that didn't fit properly. read more
