I'm never shopping at Marshalls

I was boiling and super upset. Actually, yesterday we were supposed to go make the return because we were in the area, but I saw an old high school classmate just entering and I didn't want to have small chat so I said we can return it a different day. Today, we went to go run some errands next door and the items to return were in the trunk, so I told my fiancé to find parking and I'll run in to return quickly. A supposed to be quick return took longer than expected. I went in line and patiently waited. An older Asian man rung me up for my return. Previously in line, I observed him speak to other customers ahead happily, then when it came to me. He had a straight face and was unhappy, but whatever. He looked at the items I was returning and glanced at me. Sighed because the receipt couldn't be scanned so he had to manually input the numbers. Then, he scanned the items I returned. Told me, it didn't match the receipt. I told him, it's the right receipt look again. He typed the receipt again, couldn't get it to work and another cashier came over to help read it to him. It worked. She eyed a pair of shorts I was returning ($2 SHORTS). I said the zipper doesn't work. She goes that's a shame. Then, she grabbed the shorts and went to the back counter and did something on the hand held device. He rung me up and then stood there waiting because she mumbled something to him. I was like okay, it takes this long for a $14 refund seriously? Then, she goes unfortunately we cannot return this because the tag fell off, doesn't match the system so you have to go return it at the store you bought it. I said - I bought the shorts like this and I am returning it like this. I don't know what brands you carry and not carry. And all over "$2" really". She looked at me and said we will honor it for you this time, but next time. I said something like - oh no, I am never shopping at Marshall's, you act like I am some sort of criminal. You think I will put a pair of shorts to go return for $2? ..... Then I asked for her name, and to speak to a manager. Manager said its protocol that they check the system if the tag fell off. I said oh no, the TAGS WERE ATTACHED then all of a sudden it is yanked off. Apparently after my Yelp review , I decided to read other reviews and the description of the LADY who did this, has happened to others in addition to the Asian man. They have some nerve. Manager apologized for the wait and its protocol. BS. I don't know what kind of protocol they have when the stuff they sell is junk. I only went because I keep seeing good brand name designer legit brands for good deals from Instagrammers. But I never find them at my location. The items at my locations are always beat up or damaged. I should have known! Such a waste of time & my long vent ! SORRY :)

@infatuatedbby It's ok . . . vent away . . . I know I do it a lot here ! I've experienced similar things with older Asian employees . . . what is that? I don't understand why some change their demeanor as soon as they see me. It's like some weird disapproval thing from older Asians just because I am Asian and not supposed to be doing that or something . . . although they can expect it and is ok when it's with other ethnicities . Man, that is a lot they needed to go through . . . but it's totally not your fault. Like you said, that's the way you got it - and that's the way it was rung up. Anything that was on or not on the receipt - that's totally not your problem. Even the whole tag thing - wth. Whatever their friggin' protocol was, there was this air of pinning the problem on you - not cool . In a way, it's a relief to hear that you are not the only one who experienced this at that location - thank goodness for Yelp so you can compare notes with others. But I know - it still doesn't feel good to go through that krapola - sorry you had to deal with that!

@much2say Yes! I don't get what they're so rude. Had I not have tags attached or a receipt then yes, I can see the hassle and problem. I had everything present, with tags attached & the receipt! I shouldn't have to deal with all this extra. It's a good feeling that I wasn't the only one who experienced this but not like I want anyone else to either.

I am surprised they are still in business. I find better designer brand deals at Macy's.

@infatuatedbby yea, there are plenty of other places to go that don't treat their customers like criminals first. and apologize after..

@minx267 Yes for sure. I wrote a Yelp Review. Many others were treated like this also according to the reviews I read. And they experienced with the same employee who acts like she's boss.

I am dropping Marshalls again! No wonder I never went back in the past.

Yes, not at all over $14 refund. Like really? ... It took (2) employees to help with my transaction. So they would rather waste to hourly employees to check over my $14 refund .. then to help buying customers in the long line they had behind me. Common sense right? If they cared about job security they would see what is worth it and not.

TJ Maxx and Burlington is out of the way where I shop. But it may just be my area of Marshalls that I experienced bad customer service (among others who reviewed on Yelp as well). It's a nice feeling I wasn't the only one, but still wish no one experiences such behavior too.

@moffittjc Yes, the store seems to be according to Yelp. I don't live in that area, but sure won't support that Marshalls or any! Such a bad vibe.

@infatuatedbby It sounds like they suffer from poor management. The store manager sets the tone for the rest of the employees. If the manager lets poor customer service be the rule rather than the exception, then the store is going to suffer in the long run.

@JustBhem Yeah, it wasn't even much money but it was junk I didn't need

They want to make it complex.

@infatuatedbby Yes, like they need you to surrender.

The zippers didn't work was from a pair of shorts that I did not try on. I got home and went no wonder, the zipper is broken. They were $2 bucks. So the fuss was over $2. I wrote a Yelp Review. I read and it looks like this same lady who IS NOT a manager also has done this to other customers as well. I am not the only one, horrible right?!

@infatuatedbby It is horrible. What a crabby lady she must be.

@AmbiePam Absolutely. The lady told me the protocol is that if the tag has fallen off an item, they have to use their handheld device to see if the item matches. I told her the TAGS WERE ATTACHED. Now it is not because you yanked it off to scan for a refund. She said "no", I said "yes". I read another review from a guy who described this lady as she's quite unique (one of a kind, her hair characteristics - you cannot miss) wrote, he bought a sweater and the collar was dirty, he didn't notice. Went to go return and that lady claimed he wore it. He said no and she said the tag is not attached. He was confused and said where was the tag. She excused herself and then, he saw her tag on the counter where she was last standing. Then, he left. Brought his parents' back to speak to the manager and they were able to issue a refund. I guess in the heat of the moment, he was confused then upset.

I am fine thank you!

I am not the only one either! All over $13 something, ha!

@TiarasOceanView Her fuss was over $2 clearance shorts. No wonder they were so cheap, the zipper didn't work. And when I told her, she goes that's a shame. Went directly to her handheld device and told me the shorts and tag / brand did not match the system. I told her is she trying to make an statement or what? She goes no, we don't carry this brand at our location. How do I know what you carry or not. I am refunding what I purchase as is like how I got it. I definitely agree with you. This is not job security as they should be focusing on people who were in line behind me that are wanting to buy stuff instead of having 2 employees help issue a refund. Stupid much!?

@infatuatedbby I believe it..these shops need to get their act together because shops are going down right left and center with the online takeovers. They need to step up their policies and the rigmaroles they put people thru to make a return is ridiculous. People do not want to buy things they cannot return.

Yeah, its been awhile since I went to Marshalls. And until this incident, I will never go back.

@Courtlynn Yep not worth the hassle. Other places better to shop at and provide much better service and products.

@infatuatedbby i wouldnt either

Yes. Sometimes you even find broken mirrors, glass and that's a hazard. I don't even know what their problem is over a couple items and $14 bucks. Not worth the time.

@fishtiger58 I definitely don't recommend Marshalls. The stuff is not even good quality. You can find better deals at department stores.

@infatuatedbby I don't think I have ever shopped at Marshalls and now I certainly won't

She wanted to cause "problems" over a $14 refund. Apparently those 2 Marshall employees rather care about a $14 refund (not even , $13 and some change) than to help ring up customers in the long line behind me. The lady who was causing problems is described on Yelp from other people too so I was not the only one who had problems.

@NJChicaa manager didn't care and told me it's their protocol and apologized for the wait I wrote a yelp review I don't use twitter often and I'm not sure if they'd even care. Probably just a generic apology. I did escalate a Honda dealership problem and they apologized for the problem I've experienced and gave a $100 card to spend toward any Honda product or services I may need because the dealership didn't want to own up to their fault even though it's in black & white on paper as proof & documentation.

@infatuatedbby No only would I have spoken to the manager of the store but I would have emailed and Tweeted corporate. That is total BS. Sometimes people who have no control of any other aspect of their lives suddenly decide to become Cashier Commandos and it is absurd and embarrassing for them.

They didn't ask me why I was returning. I had my receipt within the 30 day return policy. But, the cashier employee was lousy. I suppose she cares about her company handing me back $14 as a refund way too much. I won't be back ever! Their stuff isn't worth it.

@teamfreak16 You definitely aren't missing out on anything. :)

@infatuatedbby - I haven't shopped in a Marshall's since the 80's.

Yeah they should care about the bigger picture.

I haven't been to Ross in a hot one either! I shall continue my shopping online and in department stores

I haven't set foot in Marshalls in ages! I will never be back. Ridiculous experience!

@DianneN I am not the only one with poor experience from this store huh! They do act like their items are prized possessions. They even put crazy sensors on some items that are like $20-30... like..... really?

@infatuatedbby I have only been to Marshalls once in 14 years. The lowlife idiot fitting room attendant watched me as if I would steal those prized and luxurious items of gym clothes from no name "designers" no less. Pure cr*p!

I sure will not be returning and will share my experience with others to help save their time also.

You are not missing out, not worth it. :)