Goodwill Industries
Reviews and Complaints

I believe I have sent four (4) emails to the Regional Manager and Goodwill HQ in general about the quality of staffing and the Customer Service - or lack thereof - at the White Oaks Mall location in London.

I have avoided this particular location for about 4 months because last time I was there we had to pack on the floor, a trolley for pick up and collection at the rear of the store was not made available to us, we had breakage of items we paid for because we were packing on the floor and others ran over items with their carts attempting to navigate the till lines, which incidentally had only ONE (1) cashier at work. The management and staff at this location are generally rude and very non-Customer focused.

On April 1, 2021 I went into this location for the first time in these past four months. I had accrued a $327 bill, or thereabouts. The cashier - name tag Rena - was rude. I informed Rena the tea sets she had rung in at $10.00 were priced as sets - label said $5.00 SET - and she insisted to charge $5.00 a piece for each cup and each saucer or said to put them back on shelf. I said, ok no worries, it's money for a good cause. Rena says hm hm. I was NOT allowed to pack my own merchandise according to the clerk taping boxes behind the counter - a seemingly transgender individual whom I was confused as to how to address and called him | her SIR. This caused an immediate and L O U D reaction from the individual who said I am a M'aam & I've had the surgery". Anyway, he or she said Customers now could not pack their own merch - perhaps an improvement from packing on the floor and having pieces broken but still not ideal.

On top of all this, there were workmen in the location doing overhead work on what seemed like the ducting in the ceiling. The Manager of the location - so she claimed - came out and told me abruptly to"MOVE YOUR CART"- I had three (3) of them filled with purchases. The duct workers need clear access. It is the till - I have to pay you, right? The workman's ladder is large. I tried to juggle the trolleys about. Insulation fell on my head from the work above. I suggested to the Manager the work should be scheduled for a time the store was not open to the public. She said again"I told you move yer cart". Now it was an issue of having to open a new till because I was apparently"monopolizing" the cashier available. I prefer to see it as I was attempting to pay you. Understand the logistics please: there was a ladder one side of me, my other two carts ahead of me, NINE customers behind me - where was I to move my cart? Space was at a premium. As it happened, she had not turned the till on so moving the cart was of no consequence.

Your White Oaks Mall London ON Canada location needs Customer Service and Customer Care training. For giving them $300 and change we were treated like unwanted guests in your location. I keep telling you this store is awful and nothing is done. I spend on average $4000 a month at various Goodwills. The other stores are all very Customer Friendly. Please address the staffing issues at the White Oaks London location.

I shop at goodwill's all the time, and love them! The only problem I have is lately everything in the store has been priced in my opinion really high for it to be a place that the stuff is actually given to them! For instance I bought a sunglass case and it was priced at $5.50 at the store. I got it anyway, but thought to myself that's really high for that! I got home and looked it up online and found it to be $5.89! That's not much off given the fact that that it's not brand new and was given to goodwill in the first place! I think whoever is in charge of the pricing needs to come way down. We are all having a hard time right now with the way life is going anyway, and that's why we shop there is for good discounted prices which now they are almost full price it's insane!

Arrived damaged.
I have filed a ticket and left a phone message.
Renee 713.828.8200

I have a business that requires vintage china and crystal. I get most of my inventory from the Goodwill online auction site. Since I now have over 12k pieces, I have dozens And dozens of online auctions with Shopgoodwill.

Goodwill is using deceptive practices in their dealings with online auctions. and I feel it is time to bring these concerns to the public's attention.

(I am hoping that my support photos are able to post. )

I won two auctions that were virtually identical from two different Goodwill stores: (20 pieces/4 place settings -blue), and another set (20 pieces/4 place settings-red). The red set arrived on Saturday, February 20 from the Goodwill in Colorado Springs, CO and the blue set arrived on February 21 from the Goodwill Industries of Michigan. The only difference between the two sets is the manufacturer's pattern name and the blue set has salad bowls instead of the red set having salad plates. Both were the same same manufacturer. (See comparison picture. )

The two sets were packaged completely differently. The red set was separated into four separate shipments while the blue set was sent in one box. (See picture with two boxes.)The blue set allowed combined shipping and the red set gave an error message at checkout that refused combined shipping for weights 20 pounds and under. In the biggest box (36"x14"x14"), only four 9" flat plates were packed. (See picture with plates on top that show contents. )

(See picture of the four boxes in left for red set vs the one box on right for blue set. Last picture is the amount of filler used in just ONE box for four plates. )

Upon checkout AFTER the auction was won, I tried to combine the separate plate transactions according to the 20 pound limit policy that GW advertises. I received an error message that NONE of my auctions could be combined. As I said, this error message does not appear until the close of the auctions. Had I known, I would have passed on the complete set of auctions.

When I opened a customer service ticket to question how four saucers and four cups could possibly weigh 25 pounds and that even combining items under 20 pounds was not allowed, I got an insufficient response that said it required over-size boxes because of "dimensional weight". Not true. There was no reason for a 36"x14"x14" box to be used for only four plates. (I even have a manager of 3 UPS stores that I consulted say that this was overpacking and that many more items could safely be put in a box that size even if packaging was needed for the products fragility.)

I am to the point that I am seeking a pro Bono attorney to start a class action suit to look into the deceptive practices and the possibility of mail fraud. I believe that the weight that is shown online is different from the weight that the carriers are posting and that Goodwill has some kind of "understanding " with Federal Express and UPS that makes their practices non transparent. Since I have dozens and dozens of GW transactions, each one of my auction wins would have to be investigated. I am looking into having law students from two Dallas universities do research for me on all of my transactions.

I went to Goodwill at the West Oaks location on 2/7/2021 bought a 2 blankets and left the store . I returned to shop on 2/9/2021 and was approach by Frederick one of the store managers, showing me a picture stated I stole from the store . Frederick loudly told me I was not allow in Good will and he should call the police . I returned with my receipts, no resolution.

Let me start out by saying I probably give all my considerable donations to Goodwill Industries. The people they hire as managers must not be well trained because they are rude to customers.

Story 1 - I do not believe healthy people should need to wear a masks, but I put it on when asked. When the employee ask me she was
very loud, demanding and rude. Given a little power to a small person and they will abuse that power. So even though I did as ask, they continued to harass us throughout the store.
Story 2 - My grandson picked up a broken piece of plastic and it was not more than an inch and said he wanted to make something with it. When I went to check out, he ask how much this broken piece of plastic was and the check out clerk ask a ridiculous price.

Because of their rudeness, taking away our First Amendment rights, trying to control and unfair pricing, I will not be giving my donations to Goodwill or shopping there.