THIS COMPLAINT WAS SENT TO THE DISTRICT MANAGER:


Last Friday night I purchased two items at the Marshalls at Camp Creek Marketplace, 3606 Marketplace Blvd. Atlanta, GA 30344. One was a pair of men’s athletic shorts with Georgia on the side for $10.00 and the other was a pair of khaki colored women’s size 14 pants for $19.99. The women’s pants were size 14 so I had no reason to believe they wouldn’t fix. I tore the tag off at home and put them on to wear them shopping. Well, they didn’t fix, so I put the tag in the pants pocket, put the item back in the bag with the receipt to return them.

I went in the store last night and looked around for another pair of pants, even looked in the men’s section to see if they had khakis..well no such luck. I thought well it is only $20 let me just get something to exchange and call it a day. I picked a sports bra for $9 and a soy candle for $9.99—I assumed I would have to pay a few dollars more than the exchange. No problem.

When I got to the counter, a sales clerk said she scanned the ticket and the item doesn’t match the ticket or the receipt…and she said these are Old Navy pants…..even then I didn’t realize there was a problem-i have no idea which brands you accept. A manager, Shanna, said to me without barely looking me in the eye “these are not ours and we can’t take it back. If maybe the tag was still attached but it isn’t so we can’t take these.” I WAS LIVID. Several sales clerks were now gathered as well as customers and one of the clerks said, we have taken back Old Navy before. I asked the manager to write her name on the back of the receipt because she had just accused me of stealing and that was not acceptable to me. I AM STILL LIVID AND ANGRY ABOUT THAT ACCUSATION. Since then other friends have said there are Marshalls stores in the Atlanta area that sell Old Navy. I am over 50 and with all due respect, don't shop at Old Navy so I wouldn't know.

I have shopped at that store numerous times, my integrity has never been questioned or challenged because of my actions. To be accused of theft in a Marshalls store over less than $20 has made me vigilant in complaining about this issue and how often it has happened to other people who might look like me.

FACT: this is not about $20 or even your exchange policy, this is about a manager who only made one assumption and that was that I was stealing. I don’t know what her internal theft ratio is in her store but in this case, someone who works for Marshalls took this item into your inventory, put a tag on it that didn’t match the item and gave someone payment for returning it. THE ONNESS is on Marshalls to determine how this got in your inventory, it is not the responsibility of the customer who legitimately purchased it off your rack, to prove that the tag matches the item. And then for Marshalls to accuse the customer of stealing that item is ridiculous. I hope that it is abundantly clear to you and the Marshalls management that my complaint is not about $20…this is an integrity issue that has been further complicated by a manager’s reaction that was apparently based on cultural or social assumptions she made about my character—which will not be repaired by any action you choose to take at this point. You cannot repair what she did or her insulting immediate response but maybe you can use it as a teaching management moment to prevent this from happening again.

I will NEVER step foot in that store again and will encourage anyone that I know to do the same thing. You have the right to choose your managers, customers choose the brands and retailers they will be loyal to, Marshalls has loss my business and my loyalty, which apparently is only worth $20.

If Marshalls has a social media manager-it would be nice if your management would address this since while I have heard from the District Manager's assistant, after I contacted them...THIS IS STILL UNRESOVED...

I went into a Marshall (Stafford Plaza, 11830 Wilcrest Drive, Houston - Wilcrest Dr., TX 77031

281-879-4866 )in Houston, TX to return a silicone steaming pot I had bought a week earlier only to face the most blatantly rude customer service from none other than the manager of the store, a miss Cathy. Not only did she speak to me in a loud and nasty tone (my 15 month old started crying, thats how loud she was) she actually laughed in my face when i said i would like to speak to the manager. 'Do you see this (pointing to her name tag) Hon, i am the manager, get it?)' And it was not the fact that I was returning something that made her turn nasty, she was nasty from the very second I approached her. Not sure if she was having a bad day or if the fact that I am a 1st generation (thus obvious) immigrant was what caused her behavior.

I have never experienced such hostile and downright rude behavior. If a manager behaves in such a way, I cant begin to imagine what employees under her must be doing. And just for your information, my husband returned the same pot at the very same location later that night without an issue. Maybe his being a Caucasian and not brown like me had something to do with it all? I am disgusted and will not be shopping Marshall again.