GOODWILL MARYLAND PARKWAY -- DO BETTER…read more
As many people know, I go to thrift stores all the time. I spend a lot of money, and I write honest reviews--good and bad. If I see problems and can take pictures, I will, and if I could post videos, I would.
I have been shopping at the Goodwill on Maryland Parkway for a long time. The managers know me very well. I have even helped them by pointing out shoplifting, tag switching, and other issues. They have checked their cameras and verified that I was genuinely trying to help. I spend money there every time I go--scrubs for work, merchandise to send to my husband in the Philippines, and other items. I can post receipts. I probably spend a minimum of $50, and sometimes $200-$250 in one visit. The managers and employees have always appreciated my business and help.
I understand this location has serious problems. The shoplifting is horrible, and there are significant issues with homelessness. I know the employees have a difficult job, and I have always tried to be respectful of that.
Most of the employees are actually pretty decent. Some recognize me, say hello, laugh and joke with me, and provide good customer service.
Sunday, however, was completely different.
Lisa was working at the register. When I walked up, there was no hello or basic courtesy. Instead, I was immediately asked, "What do you need? Is that everything?"
One item I was purchasing did not have a traditional price sticker. I honestly didn't know the policy. There was a price written on the bottom of the power cord, so I assumed that was acceptable.
Lisa told me I couldn't purchase it and that it had to go back out for sale.
I asked if she could put a price tag on it or call a manager to verify. I explained that the managers know me and that I shop there regularly.
Her response was that the managers didn't care, that they told employees to do this, and that she wasn't going to waste their time.
I asked to speak with a manager. She told me they were at lunch and that I was wasting my time because they were going to tell me the same thing anyway.
If the Goodwill policy is that an item without an official price tag cannot be sold, fine. I can accept a policy. What I cannot accept is being treated like I'm an inconvenience for asking a simple question.
Then, when I asked for her name, she turned her name tag around.
At checkout, after she entered the transaction, I was standing there waiting because I didn't know the total. She then said, "Are you going to pay or what?"
I told her I was waiting for her to tell me the total. She pointed to the screen.
Again, this wasn't about the price or the policy. It was about attitude, disrespect, and basic customer service.
I'm not asking employees to give me special treatment. I'm not asking for a red carpet. I'm asking for basic human kindness and professionalism.
If something cannot be sold, simply say, "I'm sorry, unfortunately we can't sell this without an official price tag." If necessary, call a manager. That's customer service.
Goodwill receives most of its merchandise through donations, and customers still come in and spend their hard-earned money. Goodwill has also become increasingly expensive, so when someone is standing at your register ready to spend money, why make them feel like they're bothering you?
I have supported this location for a long time. I've spent plenty of money there. I've helped employees identify theft and tag switching. I've defended the store when people complained.
So when I have a bad experience, I'm going to speak up about that too.
I will be contacting Goodwill corporate and asking them to review this incident, including the policy regarding items without price tags and the customer-service expectations for employees.
I'm not saying every employee at this location is bad. They aren't. There are some genuinely good employees and managers there.
But Goodwill Maryland Parkway, DO BETTER.
Train your employees. Hold them accountable for how they speak to customers. And remember that every legitimate customer walking through those doors deserves to be treated with basic respect.
I love thrift stores. I support Goodwill. I will continue to shop--but I also have every right to speak up when I am treated poorly.
Do better, Maryland Parkway Goodwill.
