Unfortunately, a multitude of things could improve…read more
To begin, I have only shopped at HomeGoods approximately three times in my life, including this visit. I am not someone who enjoys department store shopping, so I came in with a very specific goal. I wanted a piece of artwork and a basket, then planned to leave.
The store itself was difficult to navigate. Multiple aisles were blocked with merchandise, carts, tall baskets, or abandoned items that had not been shelved. More than once, I could not get my cart down an aisle or maneuver larger items without backing out and rerouting. I picked up a tufted storage stool and later a large art piece, but navigating the store with them became unnecessarily frustrating.
The larger issue, however, was the customer service.
When I entered the store, I did not even grab a cart because I intended to browse quickly. While walking through the clearance section, I found a faux rabbit rug or throw with a red clearance sticker for $29.99. Another customer nearby commented on how soft and luxurious it felt. We joked about it and discussed how comfortable clients would find something like that in an office space. At that point, I decided to purchase it, even though it was not originally on my shopping list.
After continuing to browse, I selected artwork and a tufted storage piece and headed to checkout.
At the register, the associate, Marsha, immediately looked at the rug and loudly said, "This is not on sale. This isn't $29." Before even attempting to scan the item, she ripped the red sticker off, left the register, and began calling for a manager while openly discussing the pricing issue. The entire interaction felt accusatory, loud, and unnecessarily confrontational.
At no point had I argued about the price or requested a discount. I simply explained that I had picked the item up in the clearance section.
When Marsha returned, she continued speaking to management on her headset with visible frustration and an attitude that felt entirely misplaced. She pushed the rug aside as though the purchase was no longer happening and moved on to ringing other items. I finally asked, "Are you going to scan the rug?" She responded, "Uh... yeah... you still want it?"
Of course I did. I had selected it because I liked it.
The rug rang up at $99. I purchased it anyway.
What bothered me was not the price. It was the immediate assumption that I had done something wrong, the tone used, and the way the interaction was handled in front of other customers.
To make matters worse, after paying for everything, my cart beeped at the exit. I paused and looked toward the cashiers. No one acknowledged me or attempted to assist. I tried again, and the alarm sounded a second time.
I exited the store and briefly spoke with the same customer I had met in clearance. During that conversation, another associate, Sue, walked outside, grabbed my cart without speaking to me, and took it back inside the store. No explanation. No communication. Nothing.
I had literally just completed my purchase.
Sue returned with the cart, attempted something inside, and the cart beeped again. Clearly, the issue had not been resolved. By then, I was standing outside feeling less like a customer and more like someone being treated as suspicious despite having just paid moments earlier.
Eventually, the manager, Gloria, appeared behind the registers but made no effort to approach me or address the situation. After waiting several minutes, I finally walked back inside.
Gloria's response was disappointing. Rather than acknowledging the poor handling of the situation, she focused on explaining that customers sometimes switch tags or attempt scams. I understood immediately why Marsha had approached me the way she did. An assumption had already been made before anyone even scanned the item.
I also addressed the fact that an employee had walked outside and taken my cart. Gloria stated that employees are not supposed to leave the building to retrieve stolen merchandise, which only made the situation more confusing considering that is exactly what had just happened.
Her resolution was to suggest I call Mohammad, the store manager, on Monday.
At that point, I chose to return every item and leave.
I previously managed a women's retail store, so I understand customer service, loss prevention, and difficult situations. There were multiple opportunities for professionalism, communication, and de escalation here, and unfortunately, every one of them was missed.
I have no desire to return to this location.
This experience felt unprofessional from start to finish and left me questioning whether implicit bias influenced the assumptions that were made. Regardless, no paying customer should be treated this way.
