The customer service is appalling here. I don't care how many times a Marshalls' employee randomly greets me while I'm shopping. It does not make up for the lack of professionalism, courtesy, and respect that I get from managers when I really need them to exhibit some real customer service.
If you ever happen to buy an item with the wrong tag, they will accuse you of switching the tag and refuse to process the return. Apparently, it's the customer's responsibility to ensure that the item he/she will purchase has correct tags. Because, according to a phone conversation I had with Jane, the store manager, sales associates cannot verify if an item has an incorrect tag. They can only verify the tag is incorrect when a customer returns the item.
What?! Yeah, doesn't make any sense. Instead of going through the anger, frustration, and hassle of arguing fruitlessly with, Gina, or whoever the "manager" is that day, calling the customer service number and then speak to an indifferent and equally useless employee, you should just avoid shopping here altogether.
If you're interested in a detailed account, you can read it below:
I bring in CK boots to return and the cashier inspects them. She uses this handheld machine thing and then calls the "manager", Gina, who informs me that the "tag doesn't match with the item. The shoes are CK, but the tag is supposed to be for Ralph Lauren boots." While employees look for another pair, she inspects my boot and proceeds to peel the red sticker tag. You just made them look even more suspicious. Thanks.
They can't find the boots. They can't process my return. They can't do anything for me. I tell her that I didn't know the item had an incorrect tag. How am I supposed to know? I tell her that the shoes shouldn't have been on the sales floor in the first place and that they shouldn't have even been sold to me. She repeats the same thing, "Unfortunately, we can't process you return because the tag doesn't match with the item. The CK boots are $50, but the tag is for $79.99." I tell her again that it's not my fault. It's the store's responsibility to ensure that items are correctly tagged and that incorrectly tagged items are not sold. Or, they should be corrected before they are sold.
I tell her that I have my receipt and it's within the 30 day time frame, but she just says "once you find the correct tag, we can process the return." Wow, implying that I switched the tags. Where does she expect me to find this correct tag? So rude and inappropriate.
She refuses to direct me to someone else I can talk to nor offers any resolution. I ask for the corporate number. The proper thing would have been For Gina to contact customer service for me or call Jane to see what could be done. But, nope. Nothing.
I email customer service about my experience, and call them the next day. The employee does not sound helpful nor sympathetic. He says that they will contact Jane, and Jane will call me back because store managers make the ultimate decision. He doesn't address how I was treated by Gina, seem to care, nor want to resolve the SERIOUS lack of customer service at this store.
Jane calls me the same day and says some really outrageous and inappropriate things. The first thing was what i mentioned above about an employee not being able to verify a mis-marked tag during a purchase. The second was that she "was going to eat the $30 loss in the name of customer service." What?!
Marshalls is not losing anything. I paid $79.99 including tax and am returning the item for the same amount. If I had decided to keep the shoes, I would've been overcharged $30! What should've been done in the name of customer service was to not make me jump through hoops and accuse me of switching tags. They should've just apologized for the mistake and processed the return. At the very least, Gina should've said, "Let me contact Jane and see what we can do" instead of assume that I'm trying to scam the store.
Nowhere in that conversation with Jane was there a real apology. She didn't say "Hey, we made a mistake and we apologize that you had to go through all this trouble." She just made excuses about it being busy and that Gina (asst. manager) was new.
The more appalling thing is how customer service has dealt with this matter. When I received a response from customer service (when I sent them an email), it simply read, "We are unable to process your return as we cannot verify the condition of the item. Therefore, the store managers make the ultimate decision". They completely ignored how their employees treat their customers.
I've been a long time Marshalls shopper, but now I'm done! read more