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I had a frustrating experience at Marshall's today. I waited about 10 minutes for a price check on a small bar of soap, which already felt excessive. After finally being charged and completing my payment, I asked for a bag and was told it would be 10 cents. Since I had already paid, I had to wait again for them to process another charge just for the bag. After waiting so long for a simple price check, it was disappointing that there wasn't a little courtesy offered, especially for something as small as a bag. The overall experience felt unnecessarily drawn out and left me feeling irritated. I understand policies are policies, but better customer service and a bit more efficiency would have made a big difference. And it seems like I was charged $1.10 instead of $0.10..
Marshall's is my favorite of these discount chains. They literally have everything for both men and woman. All brands of casual and business clothes, dresses, socks, underwear, and shoes for all genders and all ages. Once I had found a Guess brand jacket for only $46, and this brand is never found anywhere else new, for this price outside the regular retail shop. I also get all of my hair products, facial creams, lotions, candles, candy, spices, pots, pans, home accents, dog beds, dog treats and poop bags all here. I even just found a $10 wig that almost matches my hair color, so I'm all ready for Halloween! BTW they do also have great Halloween decorations.
This location is closest to me, so I have been there often as I like Home Goods. Several times when I have been at checkout, the prices are either not available or incorrect. Today I brought a mirror to the check out along with my other purchases and instead of the $12.99 it was tagged, they showed me another tag at 19.99 and wanted to charge me that price. I explained this was not the first time two prices have been tagged for one item, and the higher price is always what is charged. This is called bait and switch, and it needs to stop. Needless to say, AMA (management) and Yvette would not honor the $12.99 sticker price and said that only in Los Angeles do the stores have to honor the lower prices. They said it had been tagged in the wrong department, which is really not my problem. I did not buy the mirror and will no longer let this store practice continue without letting folks know. Along with the bait and switch, the customer service was terrible and very rude. Oh, and the racks are so close together that the carts cannot fit through. I would guess this location is not one of the bigger revenue sites, it's aisles are blocked with loaded bins as well. Skip this location and try Tustin and Lincoln location.
was really hoping to leave a positive review... They didn't have my daughter swimwear sizes, the guy at the door just pointed to the sign he didn't try to get us any help. He didn't seem to care. There's a lot of clutter. And if you come across a store employee on the sales floor, they seem to look at what's in your hands, then you as if you're going to leave and not pay for it. The one where we live locally shut down Marshall so I was hoping that this place would be a positive option. Which is not unfortunately.
This is definitely in a weird location to me, but it's a nice Marshall's. I did not know this store was right off the 55 freeway tucked away in an old strip mall, next to a dollar store. Parking lot is medium sized. I came here looking for some cutlery for cheese for charcuterie boards and had to zero in and focus and not get tempted to buy things I didn't need. I will say the skin and hair care section was neatly organized and they had top notch products. While I did find the cutlery, I was kind of disappointed in the amount of selection for the kitchen section. I feel like a regular Marshalls would've had more variety but definitely would've been way more disheveled. If you're in the area I would check it out and if you need to get to a Marshall's off the 55 freeway this is it!
I went to this Marshalls & Homegoods today to return a $7.99 utensil holder purchased from this same location on 5/18/24 that had a small chip inside that I didn't notice at time of purchase. The manager, Anna (white top and black pants) starts off by asking me why I waited so long. Today is July 6, 2024. Anna claims it's over 2 months. I disputed and said no, it's not over 2 months and that is incorrect. She then proceeds to tell me they can't return something I broke. First of all, it's not "broken" and I did not break it. Refer to photo of utensil holder circled in green on the counter with Anna in the background. Does that look "broken"?? Exaggeration seems to be one of her traits. A small chip is not the same implication as broken. Besides, I wouldn't be able to carry in a broken utensil holder to the store without hurting myself or one of the store's employees. She then further states that it's a liability for the store to sell an item in this condition as customer could hurt themselves and that everything the store sells is checked to make sure it's in "perfect" condition before it is put out on the floor. I argue this is such a bold claim because I could find tons of items immediately in the store that are not in "perfect" condition. In addition, as she brought up liability, this is a serious issue as the store sold it to me in this condition with this risk as there are multiple security cameras showing condition at time of purchase and today. She refuses the return regardless of reason and then states the exception would have been if I brought it back within 2 weeks and asks again why I waited so long to make a return. I told her people are busy and there is summer travel, graduation, etc. after May 18 and I don't think this is an unreasonable amount of time as store policy is 30 days return with same payment method or store credit after 30 days. Also, I have never heard of a 2 week policy and that is not stated ANYWHERE on the receipt nor at the store. Where and how did she even come up with 2 weeks? I requested to get the district manager's number and she just points out the 1-800 customer service number on the sign. I called and of course they are closed today as it is the weekend. So I proceeded to call a different store to get this number. Right when this was happening, a women wants to make a return that is way over 6 months for a much larger refund amount. I heard Anna say this is way over 6 months old but then proceeds to make the return without asking her why it took her so long or even giving her ANY difficulty. Seriously??? This occurred around 11:50 am so I am requesting for mgnt at Corporate level to review the security camera and look up that return transaction that occurred at the register to the left of me to confirm the original date of purchase from that return transaction. This is obviously hypocrisy at its best as she makes return exceptions at her whim for a customer with same ethnic background without any of the attitude or rudeness I experienced. I have to question why the difference in treatment and application of store policy? I didn't realize this store had such bad reviews but now I understand why. Even fellow yelper Kristina M., couldn't have said it any better about this store location by stating "If you are lucky enough they will accept your returns, but if they don't like you (just so) or they are having bad day/mood they will not accept it and will find so many reasons why." I called 3 more stores to confirm return policy and explained what happened at this store. All stores said they had no issues if I brought in the item to their store to return. One store was shocked that a manager would make such a big fuss over a $7.99 return and a couple more agreed that it was a stretch to claim items on the floor are in "perfect" condition and that there are damaged items on the floor that customers have purchased without being aware. This is a matter of principle. I will be following up with the District Manager and Corporate as policies need to be applied consistently across the board to the public without discrimination. Customers should not have to tolerate this type of treatment from store employees who want to abuse their discretion or suddenly decide to have a power trip.
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More info about Marshalls
17261 17th St
Tustin, CA 92780
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(714) 838-5319
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https://www.marshalls.com
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