Marshalls customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Marshalls.

Oct

Posted by Anonymous

on 10/2/16 at 7:31PM

I went to the Marshalls in Riverpoint Center, 1834 W Fullerton on Oct 2, 2016 at approximately 7:30 pm. I was there to exchange some active wear that I had purchased for my daughter. I went to register 3 with the pants I was exchanging and the ones I was exchanging them for. I handed the young lady the receipt along with both pants, and explained to her that I wanted an exchanged she then walked over to the mgr and explained to him about the exchange. She then walked back to the register and waited for the mgr to come. The manager took a minute to come by because he was trying to take care of closing the store, which is understandable. When he came to the register he looked at the pants I was exchanging a couple of times,as he was also taking care of other matters, he was not really paying attention to what was going on in front of him. He then looked at me and said that I couldn't have the exchange and that I had to go back to the store where I originally purchased them. I then explained to him that I didn't live that way and that I had just purchased these the day prior and that I had my receipt and It said I could return within 30days accompanied by receipt, but I wanted an exchange not a return. He then walked away still saying I had to return to the place of original purchase. I went home not understanding why I was denied my exchange and told to go back somewhere that was not convenient for me at all, on a one day purchase with a receipt and for an exchange. I am a loyal customer to Marshalls, TJX and Home Goods but now I'm having my doubts if I should continue doing business with someone who doesn't appreciate or value my business.

Sep

Posted by Sophia

on 9/29/16 at 1:03AM

Walking out of Marshalls today I thought to myself if it was indeed needed for me to write about the young lady who was handling my return and purchase. One, I don't see myself complaining about people that work with the public for I can see the challenges and two I have never come across an incompetent Marshalls employee. I don't know her name, I didn't see a employee tag on her, my receipt also dose not have her name indicated therefore, I Will refer to her as the cashier 3 lady. It's important for me to share this experience since I can't imagine Marshalls being lenient about attitude dilemma troubled employees.

Cashier 3 lady was deliberately doing her absolute best to not take my return. I stood there and watched her behavior as she walked to other employees to get their approval to not take back my return which happened to be a belt however, it didn't go as she would have liked to. She came back to me with an attitude and arrogance as if I was a problem to her and then proceeded with the return. For a moment I felt that I was being of inconvenience to her. Which was far from the truth. I smiled and tried to make small talk with her but she was adamant to continue with dirty looks towards me and as if I owed her an apology. Up until the last minute I smiled and I was professional to her which she lacked enormously, lacked the basic customer service skills. To sum in all up, my return took about 40 minutes and all items had receipts and there were 6 items in total. Her deliberate approach to senselessness towards me was the reason to as why I needed to tell Marshalls management about the cashier 3 lady. I come to this Marshalls quite often and I'm very pleased with the products but mostly because of the atmosphere and the people that make this Marshalls a special place. Please take this into consideration, please educate her with simple and basic customer service skills. I would have liked to confront her but I was hopeful till the end that she would come to her senses. Unfortunately, it never got better and I am willing to share my story to the appropriate person at Marshalls headquarters about the discomfort she created.

Location: Tigard, Oregon

Sep

Posted by Return Problem

on 9/16/16 at 4:53PM

Very disappointed and strongly bothered by my San Francisco Market Street Store experience just now. I lost my receipt to a $19.99 Calvin Klein T-Shirt 2 pack. I had stopped by the store awhile back to make sure I could return they told me yes for a store credit though. When I went in today your system said the scan would only work if it was a 3 pack. I did not buy the 3, I bought a 2. I imagine I will no longer shop at Marshalls.

Sep

Posted by Anonymous

on 9/8/16 at 1:48PM

I recently bought a handbag from Marshall's in Grandville Mi. When I got home notice that the price was oringlely 24.99 I paid the sale price 28.00 dollars. I got ripped off. Shame on Marshalls.

Aug

Posted by Anonymous

on 8/17/16 at 4:12PM

On 8/16/2016 in the afternoon I was shopping with my mother and overheard a sales associate talking trash about my mother and gesturing "oh see that lady over there she filed a complaint against me" as my mother walked past her, and two other employees and customers into her fitting room. The sales associate laughed and mocked my mother making additional comments "I don't know what her problem is" again this was in front of two other employees and customers.

As the sales associate walked away from the fitting room I approached her and another male employee who I came to find out was actually the store manager. I explained that it was me who filed the complaint, and it was my mother she was talking about earlier.

The manager assured me that the sales associate was previously reprimanded but couldn't share details. I expressed interest and concern because this was the second incident where the sales associate went out of her way to make my mother feel uncomfortable and embarrassing her. I was baffled by the managers response but considered him making light of the situation earlier as he walked away from the fitting room with the same employee. Based on this fact I advised him I would continue my complaint toward the regional management team, to which he responded that's "ok you can choose to do so but all complaints end up coming back to me"

After my conversation with the manager I went back to sit in front of the fitting room and wait for my mother to finish trying on clothing.

I realized I didn't have the sales associates name even though I recognized her face, and recalled the last incident after her second attack of intimidation and embarrassment toward my mother.

I looked at the sales associates name badge but couldn't make out a name because the font print was so small, smaller than every other employee's name badge I encountered at that store. I politely asked "excuse me miss", she ignored me, I asked again "excuse me miss", again she ignored me, I asked a third time "excuse me miss can I please have your name?" She gave me a dirty look and said she was "talking to her friend right now and even if she wasn't she would still not give me her name and said if I wanted it I should talk to the manager" while holding a walkie talkie.

I was shocked and again embarrassed, I looked toward her co-worker working the fitting room area who overheard the entire exchange and asked "is this normal behavior, was it something I said?" To which she replied "I'm so sorry I've never seen this and don't know what to tell you, it's not right."

At this point I walked away toward the front of the store and requested to speak with the manager, to share my most recent experience.

The manager accused me of following his sales associate around the store and making her feel uncomfortable by asking for a name advising me that she felt threatened. This was a lie because I was sitting outside the fitting room waiting for my mother when I asked for the sale associates name and security footage can prove this fact.

The manager then advised me that I already had her name assuming remembered it, or could actually see it on her badge. This response was another showing of poor customer service, lack of empathy, active listening, and ultimately not addressing my original question.

Sometimes people remember faces not names, sometimes a tone of voice and behavior stands out in memory as well as an overall poor shopping experience rather than a name. It was obvious at this point to me that the manager was not planing on pursing or making any remedies to correct this sort of behavior.

Due to this exchange, it will be the last time I visit the Sherman oaks store, and will share this experience with family and friends on social media so that other individuals are aware of the pedestrian treatment the brand offers its customers.

Manager Name: Doug R
Sales Associate Name: Angel

Aug

Posted by electricpedte630

on 8/5/16 at 12:01PM

Why are dogs allowed in the Frenchtown Road Marshalls in North Kingstown, RI??

I went into this store this morning and immediately had to leave cause 2 dogs were in the store, on a leash and I am allergic to dogs! So you lost my business now as I do not want to purchase clothes that smell like dogs. Sooner or later, as more people bring their pets in - that's what will happen. Cause one of those dogs will piss or crap on your floor and this is going to cause the odor that will ruin your merchandise. Remember, dogs don't spend MONEY. And if the dog owners say it's a therapy dog, then they should stay home for their therapy and order online.

Jul

Posted by Ehadi

on 7/31/16 at 4:52PM

YHello, I recently went to buy a world globe at your Roseville store, and though realize that the maps are not accurate however noticed a very glaring discrepancy between the Pakistan and India map in which the UN disputed territory of Kashmir was depicted as part of India, if it was just of matter of clumsily drawn borders one can blame it on inaccuracy howeve this seemed like a well thought out effort to manipulate the borders. It does sound trivial however as we know a lie told thousand times becomes the truth.
I hope you could look into and correct this error.

Jul

Posted by Anonymous

on 7/30/16 at 8:46AM

Why do you not a scooter for the handicap. How are handicap people who cant walk well shop in your stores??

Jul

Posted by Anonymous

on 7/27/16 at 7:38AM

I recently purchased a comforter at Marshalls, ON CLEARANCE(Assuming it was used & returned)
Comforter was FULL OF BED BUGS!!!!! After insisting the Manager NOT throw it out, as it was my PROOF, he threw it out anyways......After spending HUNDREDS of dollars,& having permanent scars on my body from bed bug bites, losing hundreds of dollars from losing work, absolutely unreal EMOTIONAL DISTRESS,Now my ENTIRE HOUSE is infested,& just found out Zurich Insurance will ONLY reimburse me for "reasonable cost" of exterminator???????......Soooo UNFAIR,after all I've been through. Sleeping on hardwood flooring, am 100% disabled with multiple sclerosis. YET, none of that MATTERS??????? Why bother having an Insurance company? I'm so distraught over this, ALL CAUSED by a COMFORTER, INFESTED WITH BED BUGS?????? THANK YOU MARSHALLS, for YOUR LACK.OF EMPATHY, YOUR REFUSAL TO MAKE THIS RIGHT. I DO NOT UNDERSTAND THIS!!!!!!!

Jul

Posted by Anonymous

on 7/14/16 at 1:53PM

In May of 2016, I returned items for my son, made a purchase, and made a return for myself. With that mass confusion, I received a gift card for my son, since I did not have his debit card. That was on a Friday, later I tore everything apart trying to find the gift card. I am a big time shopper and normally keep my stuff in my wallet. Not finding the gift card, I thought I would take a chance and visit the store. Tameka Taylor, Manager at #593 came to the front of the store. I explained the situation. Ms. Taylor, went beyond, I feel, her normal duties to find out what she could do to resolve the situation. She had them look at the video and it showed me putting something in my purchase bag. With that, she had my card reissued and called for me to pick up.

Jul

Posted by Unhappy Customer

on 7/10/16 at 10:26AM

This complaint is toward Florissant Cross Keys location: I purchased a pair of sandals that I had a little over 5-weeks, I talked with sales associate and the an old sixty plus manager and she had the worst customers that a person could encounter.
She clearly do not like working at this location with a lot of our African Americans. I told Judy Busch that these shoes I really love them but I can not do anything with them due to they are coming apart. Judy did not offered any suggestion and after I become loud to request for some contact information she did not appear to want to help me at all. She was too busy asking me did I live in a location that I purchased the shoes but never asked me how she could resolved my unhappiness with the shoes. I hate that the employees lack customer services along with nasty and distasteful manager. Judy need to retire her feet and allow a fresh and vibrate brain to assist this area. Marshall's and TJ Maxx has lost my business for life and I will continued to shop at JCPenney and Ross!

Jul

Posted by Anonymous

on 7/5/16 at 3:35PM

This is toward your distribution center in Worcester ma. I like to bring it to someone attention about drivers at that facilitie I am a over the road driver and was stuck at your facilitie for 9 hrs waiting for my load . They don't have a bathroom for drivers they have a porta potty that was the most disgusting thing I have ever seen and I have seen a lot you can not expect a human being to sit around your property for hrs and not have a half way decent toiletries we are not animals we do a service for you the least you can do is supply us decent amenities

Jun

Posted by Brooks1334

on 6/13/16 at 8:35AM

There was two prices on the dogs dental bones $5.99 versus $2.99 at first glance I did not notice the higher amount until I got to the cash register but yet they wanted to charge me the higher price when it was not my fault that someone left on the lower price for the dogs dental bones. Now is it me or was I not supposed to get the dogs dental bones for free or at least the lower amount since they're the ones that made the mistake

Jun

Posted by Maria

on 6/12/16 at 11:27AM

I wanted to know why you took the lay a way away. I shop there alot. N now that I lost my job. N I wanted to use the lay a way I find out you guys took it away. Not everyone in this world can go shopping n pay. Some of us need to have help out. N the lay a way helps alot. Hope you consider bringing it back. As for now no more marshalls for me.

Thank you

Maria

Jun

Posted by Patricia

on 6/5/16 at 11:00PM

I am a loyal shopper of all Marshalls stores. Tonight I visited Matshalls, Lodi. Ca. As my daughter, sister and I were leaving the store along with two other customers, the alarms went off. We returned with out (1) bag and handed it over to the closing manager. She checked the bag, it was fine. She looked at me and said "there must be something in your bag (purse)! I passed it threw the alarms. Cleared! I asked her "are you accusing me!" She laughed it off. She was unprofessional , rude and really pissed me off! I am so disappointed in her service. We shop at Marshalls all the time and never had anything like this happen. I will call the manager tomorrow morning. But, this has to stop and be handled correctly. This should never happen to any other person! She didn't even question the other two customers. They walked right out!

Jun

Posted by Anonymous

on 6/3/16 at 6:23PM

Went a Local Marshalls ,in St.Louis,Mo. There is a Distinct Cross walk ,from their Parking lot ,to the entrance of the store, I all most got ran over by a Car, that challenged me with their Car,as i was half way across,about to strike me with the Car,I was very upset,made it in the store, I was greeted by this Employee, that Im very much sure ,she saw the whole incident, and said,How are you today?, I said well, considering I all most got hit at your cross walk(, by a Car)..not to good.. And as dumb and rude as it sounded..She said ,"Im sorry Mam, Theres nothing I can do ,about the way people drive"..Im thinkin' OMG..did I just hear this Retarded..statment?..So I just ,said back,well maybe you can't, but your sercurity can and should.. they have a sercuity guard standing in the front of the store all the other times I have gone in there.. and they are getting paid to do something, why not,see if customers are ok ,going in and out of YOUR STORE!!..The store needs to put a big sign up..cross walk.. or paint it on the pavement!!..Some is going to get hit there , this is a very dangerous ,and rediclous way to try and walk into a store.. some will get hit!..After I wa leaving this store, this Retared Employee approched me again..and said.."Hope your day gets Better"...I said nothing..I considered the source... Brain dead!!!..Like I was just over reacting that I almost got hit by a Car...WOW.. Something is wrong with this picture!...This store is located, at 170/Page Area..63114.. And If she is managment.. which i think she was.. God only knows what the rest of mentality is like ,not a good shopping experience at all.. everything seemed cramped, and thrown around, messy,too.. will never go back!!!

May

Posted by Anonymous

on 5/18/16 at 3:55PM

I was just at one of your stores and I saw a package of glass writing markers but two out of the four pk were missing. I asked if I could get them at a discount, They Are $4.99 for 4 markers. Your employee says I could sell them to you for $4. I said well that makes them more expensive because the markers in a four pack would be a $1.25 each two markers would be $2 each when I brought it up to her she couldn't see the logic and wouldn't sell them to me. I wasn't looking to get the markers cheaper but I couldn't see the logic in paying more for something that is already opened. Just thought I would bring this to somebody's attention because I walked out of there shaking my head.

May

Posted by Anonymous

on 5/15/16 at 3:56PM

I was told in the try rooms merely 3 mins prior, to make a purchase as the cash registers were closing. When I got there, I was told by a very rude man that they are closed. I requested to please consider as I won't be able to come back to buy this swimsuit as I was leaving for my vacation and really really wanted it. He told me "And we have to go home, so we're closed". I cried after leaving the store and I'm sure I wouldn't want to return, especially to that location. Thank you for the customer service you provide.

May

Posted by Brenda

on 5/14/16 at 10:42AM

The people you have at the fitting room at the Aurora Ohio location need customer service training. They make you feel like a criminal. I took my first ten items in the fitting room. When I tried those on I had three more, so I took out three and exchanged it for my last three. Well, you would have thought that was the worst thing anyone has ever done. Giving small people a little power goes to their heads. Please make sure that you train then to be polite and not make the actual paying customers feel like they are twelve. I am a professional 50 year old woman and this was an embarrassment to your store.

May

Posted by Gillian

on 5/12/16 at 12:55PM

Hi, my husband purchased a $50 TK Maxx voucher for Mother's Day online. He printed the confirmation page to give me as the actual card has yet to arrive. I brought this page with me to my local Marshalls but they wouldn't accept it as it doesn't contain a barcode. They left me "high & dry" and told me to follow up on it myself! I'm thoroughly frustrated by the lack of assistance I received. Can you please advise. Gillian King

May

Posted by Anonymous

on 5/11/16 at 2:38PM

I frequently shop at a few of your locations in the Pittsburgh area, in fact my husband always says I need an intervention. We are moving and I came across a bunch of things from your stores I just didn't have a use for. I had a total of 31 receipts even though most were past the 30 day cutoff. I looked up your return policy before I went and since I shop there a lot I thought store credit would have been fine since I didn't want to be there for hours as the cashier went through every single receipt. The manager proceeds to tell me she needs a receipt to return any of the merchandise, then asked me where I bought it and she would look up the receipts!! That's funny any other time that doesn't even exist as an option. I will never return to shop at any marshalls location. The manager and the cashier were rude, made me out to be a thief and embarrassed me none the less. I returned a lot of items, if you thought I stole be mad at the employees who let me walk out without paying. Not everyone that returns without receipts steals. I have worked in retail before and have never felt so badly about a place. Not that anything I say will create any resolution, but even a little kindness goes a long way.

May

Posted by Unhappy person

on 5/10/16 at 6:07PM

Dear Marshalls, I recently had to contact your customer service for fraudulent charges on my debit card from the store. I called customer service thinking they could show me direction as to what to do, instead they were very rude and said there was absolutely nothing they could do and that they could not help me. I was very displeased at how I was treated and the way things were handled...
Sincerely, unhappy customer.

May

Posted by Anonymous

on 5/5/16 at 3:21PM

I always shop with marshalls, but this time you made me upset. I was asked if I want 10%off from rewards card. I got ready to apply for it. I was asked for a social security number. But I was not told that it's a credit card and you guys will apply my credit score. Later I came to know that my credit card got declined, my score went down and also I dint got any 10%off also. This is a fraud, and by playing this game you have lost 10 more customers through me. I won't enter marshals ever again in future to get robbed like this

May

Posted by Anonymous

on 5/1/16 at 1:53PM

Bought bath matt. After using, due to style, hair was trapped in it and had to be cleaned after every use. Of course i did not have the receipt or tag. Who expects a bath mat to malfunction. Refused return, store credit. Bought one at pharmacy, paid ten dollars more but never have to worry about their policy or wasting money. This was the cheshire ct store. Never again. Now part two, i also tried to return a gift to me, store credit of course, other items the same in store to compate to, refused. This one i understand because i did not like the gift, but when something breaks or malfunctions? What about the furniture they sell or those outrageous purses with zippers or hardware that can easily break. Do you have to ealk around with the tag hanging out? Never again.

Apr

Posted by Anonymous

on 4/30/16 at 7:36AM

I returned an item w receipt on 4/27 It has yet to appear in my bank statement although the purchase I made on 4/27 appeared immediately. Why am I still waiting?

Marion Wallis

Viewing Marshalls customer service reviews 26 - 50 out of 103

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Marshalls customer service reviews

Oct

Posted by Anonymous

Sep

Posted by Sophia

Sep

Posted by Return Problem

Sep

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Aug

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Aug

Posted by electricpedte630

Jul

Posted by Ehadi

Jul

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Jul

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Jul

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Jul

Posted by Unhappy Customer

Jul

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Jun

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Jun

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Jun

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Jun

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May

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May

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May

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May

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May

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May

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Apr

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