1-Star Review - Marshalls at Fremont Hub…read more
We have been loyal Marshalls shoppers for years, and my wife especially loves shopping there--particularly now that she is pregnant and we are nesting and looking for baby clothes and other baby-related items. Unfortunately, our experience at the Fremont Hub location today was extremely disappointing, primarily because of the conduct of the store manager, Lourdes.
I am a disabled veteran with multiple surgeries involving both ankles and my knee, as well as a back injury. Because of chronic pain from these injuries, I sometimes need to sit and rest while my wife shops. Today, I sat in the furniture/chair area for approximately 6-8 minutes while my wife was shopping nearby.
Lourdes approached me and said, "The chairs are for buying, not sitting."
I have been shopping at Marshalls for years, and this was the first time anyone has ever told me that customers cannot sit on those chairs. There were also no visible signs indicating that customers were prohibited from sitting on the furniture.
What made the situation particularly frustrating was what happened immediately afterward. Once I stood up, a family of four took the same seats. Lourdes walked past the area multiple times and clearly saw the family sitting there, yet she did not tell them to get up.
I then asked another employee if I could speak with a manager about what had happened. I soon realized that the manager was Lourdes herself. When she approached, she apparently realized I was the customer who had asked to speak with the manager and then asked the family to leave the seating area.
When I questioned her about the inconsistent treatment, she explained that the family was sitting there because they were feeding a baby. While I understand that may have been the reason, the issue is that she had already seen them sitting there multiple times and did not say anything to them, while she immediately approached me and told me I could not sit there.
I also explained that I am a disabled veteran and that, because of my injuries and pain, I sometimes need to sit and rest while shopping with my wife. Instead of acknowledging the situation or simply apologizing for the misunderstanding, Lourdes became dismissive. When my wife tried to explain my situation, Lourdes interrupted her and said, "I am not talking to you, I am talking to him."
That interaction was extremely disrespectful and unnecessary.
My issue is not with the other Marshalls employees. In fact, the employees we encountered at this location have generally been very kind, friendly, and helpful. My issue is specifically with the way Lourdes, the store manager, handled this situation.
If there is a store policy that customers are not allowed to sit on the furniture, then there should be clear signage and the policy should be consistently enforced with everyone. If exceptions are made, customers should be treated with courtesy and respect rather than being singled out.
I hope Marshalls management reviews this incident and provides better guidance to store managers on consistent enforcement of policies, customer service, and treating customers--including disabled veterans--with basic courtesy and respect.
Unfortunately, because of this experience, this location has left us with a very negative impression. 1 star.
