Marshalls
Reviews and Complaints

I was at Marshall's store shopping with my 7 year old son on Christmas eve at 1:00 pm in the afternoon. As I was looking through the linen section to look for a pillow, I put my shopping cart to rest next to me, I was 4 feet away from the cart, as I turned my back for a few seconds, I heard another customer said "Miss, I think the Marshall's employee just took your cart away?" as I turned around, the cart was gone with my son's hat in it. After 30 minutes, all the items I had in my cart, were put back on the shelf except for my son's hat. I immediately went to see the store manager, He refused to give me his name and he was not polite and courteous. It was Christmas eve, 1:00 pm in the afternoon and the temperature was very cold. I asked the manager to try to talk to his staff to find out who took the cart with my son's hat and where do they put it. He told me the hat was not important and his staff are busy... he is not going to stop them from doing their work for a hat. When I told him that it was cold outside, I can't take my son out there without a hat over his head, he was very rude to me. I promised him that I will file a complaint, he said to me to go ahead. I offered to leave my number just in case the hat is found to call me, he was not thrilled to take my number but I left it on the counter next where he stood. Today, is December 30th, I haven't received a phone call from him. Marshall is a store that I go shop almost every week, I've spent lots of money at the store because they sell great products at lower prices. Now, I'm very upset and disappointed by the way I was treated. I'm very disappointed that I never received a call from the manager. My son's hat was purchased in London England on a trip we took last year 2012 and he loves that hat very much. On December 31, I called Marshall's to find out whether my son's hat was found or not, I spoke with another manager by the name of Shawn; he was not pleasant as well as the first manager. He told me he was not aware of the incident, he took my phone number and my name, he never contact me as well. Now it is January 5, 2014 no calls as of yet. As much as I like the Marshall's, I don't see myself stepping into that store and spend more money. Therefore, I'm asking for help.

Respectfully,

Patricia Faurelus

Hi, I would like to share this story with everyone,
Few months ago I took a part time job in marshalls - dolphin mall in miami, though it was only a few hours I liked to work there.
There is a manager there who seems to me she had never attended a professional manager training, her methods were so unprofessional that even the customer could advertised she was putting in risk the store reputation, e. G hiding herself between the racks to watch if we were working or not, no need to clarify they have camaras in the store. More than once she was seen by different customers doing this, and customer came straight to me laughing :"hey your manager is watching you!.
No need to say I quit, because I felt harassed and went to another place to work, she is totally obsessed in an way she is damaging the store image, her name is helena escobar if you go to marshalls - dolphin mall to buy, and you see her hiding herself and watching the employees see if they are working, please take the time to write a letter to corporate, may be they retrained her before she destroy their business.

I was in the marshall missouri store late last night doing some last minute shopping with a family member before heading back home from the holidays and went into your grocery part of the style when I was pushing my handicap son in his wheel chair and I came up to an aisle where you had a co-working in the middle of the isle and when I said excuse me the working turned to me ad said and I quote “# don’t you see me working here so take you #ed son and go the other way” her name tag had the name “kerry” on it. Lets just say I plan on talking to my lawyer bout this. That was very rude and disrespectful and when im back in missouri I will never step back in that store. I plan on going else where instead of shopping at wal mart anymore. And I usually spend $400-$500 in wal mart a week!

I had a return and a purchase and was not paying attention. The short story is the clerk name Unique did not give me my credit of $38.00. When I called in she was very nice and said she forgot to give it and would leave a gift card at the register. I went in the following Saturday and the clerk checked for my gift card that was not there. I paid for my purchase and waited for a manager. The manager could not find the card, but could see on my receipts that I should have a credit or card that was not given. She told me she would call me back over the weekend or Monday at the latest. NO CALL. Called Tuesday and asked for a manager who said she would call me right back and here I sit... It is not even the money. It is a very small amount and not even worth the trouble I have gone through. What really shocks me is their attitude about it. Obviously someone lifted the card, but not one person other than the clerk that helped me with my purchase seemed to care at all. I am a regular shopper at Marshall's and they do have a lot of friendly stocking people and clerks, but their management? Really...

Extremely unpleasant, rude, and unhelpful customer service. I found a pair of sandals that I liked but the piece on the back that holds it to your feet was missing. However, it still stayed on my feet and an employee said they would probably give me a discount since it was a broken sandal. I finally got through line and right off the bat the clerk named lisa was extremely rude. She was hard to understand and when I asked about a discount on the sandal she said "I could ask my manager but most likely no discount." so I asked her to ask her manager because she wasn't even going to ask her...

She finally asked her manager who said they could take off a measly 2 dollars... They wanted to give me $2 off broken shoes. I finally just said forget. Terrible customer service, no apology, no discount - will never shop there again. Have fun trying to sell broken sandals.

I was wrongly charged for items that I did not purchase. I had purchased four items and returned two and was charged for the items i returned. I called the customer service department at their corporate office and was disappointed that they were able to pull up the receipt for something i was wrongly charged for yet they were unable to tell me what items they were. This is WRONG. After speaking with the gentleman he said he was the highest up and that there were no managers that I could speak with. After 14 minutes and 19 seconds he hung up on me... when I went to call back the machine stated that it was after business hours and to call back, yet their corporate office was still SUPPOSED to be open for another six minutes.

This is wrong! And unfortunate. I used to love shopping at Marshalls but if their corporate office cant even tell you what items they are charging you for that just seems bogus! The gentleman (maybe i shouldnt call him that, after all he did rudely hang up on me!) said i could go into the store and ask them what items they were. But I didnt purchase anything on that date, therefore i have no receipt! On his computer he had a receipt and still couldnt tell me! This is rude, unprofessional and outright wrong...!

yes hi I went into the marshalls in Sugarland and the place was a mess first of all then the management when I had told a employee that there was no soap in the restroom she told the employee that she can go clean it on her break since nobody cleaned before working I thought that mrs. hughes was very rude to the employee and that she should of went into the rest room right away and do it herself. If this how the employee are being treated I wouldnt work here myself.. so I would let the manager know that its not just how u treat someone its how you would like to be treated yourself too...

Went into the store to purchase a few items and wrote a personal check and informed the salesperson that I had no problems with her checking my driver's license but please do not list the number on the check! I asked for the store manager (female) that I did not want my license number put on my personal check as I had been a victim of identity theft and they still wouldn't take my check. So I voided it and paid cash. This is a terrible form of customer protection as the stores are instilling identity theft to occur... It needs to stop! Verfiying is one thing but writing driver's license numbers on checks is bad and in our business we never once asked to take some one's driver's license number down.

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 to return 1 item totaling about 35.00 dollars and not only did they refuse to return my stuff they treated me awful.

My horrific shopping experience started on December 31, 2009 when I brought an item up to the check out counter. I was told they couldn't and wouldn't sell me the Spyder coat which had their merchandise tag on it for 29.99. I realized this was in inner lining of a Spyder coat. My thought was someone had stolen the outer shell or they had been separated and the outer layer had been sold. Making this not a complete coat - the price reflecting that on the tag. I was also buying a pair of boots - when the sales clerk started to ring the coat she told me that one of their sales clerks had mistakenly put a sales tag on the coat. She tore the Marshalls tag off the coat and told me that she couldn't sale me the coat. I asked her to please look through the store to see if they could find the missing top layer. After about 10 mins they couldn't find anything and asked if I would write down my name and number and they would call me if they found anything out about the coat. I was upset but understood they they needed to at least look. I wrote down all my information and told the sales clerk I would make the drive back into the city the next day.
Never heard one word from anyone at Marshalls so on 01-01-10 I headed back into town. I walked into Marshalls to buy the coat that I wanted to buy yesterday - coat was on the floor with a Marshall's merchandise tag on it. I was told by the SAME girl that I talked to yesterday, that the coat had been sold. She proceeded to tell me that she saw another sales clerk sell the coat - didn't try and stop her or call me. The story they gave me was they found the outer layer and sold the coat for 130.00. I would have bought the coat for 130.00 if it had the outer layer - I was never given the opportunity to make that decision. Good Customer Service would have been to call me since they told me that they would and that I had first dibs on the coat. Tell me that they had found the outer layer and if I still wanted it they would hold it until tomorrow. If I didn't there was another customer who was interested. I've worked Retail for many, many years and am outraged by this lack of customer service. I will say in the heat of the moment in my anger when I found that my coat had been sold and NO ONE even tried to contact me. (I had given them a local number so no excuse) I didn't act like a lady. I just can't believe how little sales clerks and retail stores care about loyalty of customers. I've shopped there for approx 10 years and can't believe how little they actually did to help my situation. What they did was show me how little they care about their customers.

I bought a pair of Madden Girl boots from Marshalls recently, and right after I wore them I noticed that the insole was peeling off. When I took out the insole since it was practically unattached anyway, I saw that the real label of the shoe was Ellemenno. The store had fraudulently advertised the shoe as Madden Girl and attached a fake insole! I paid $50 for a shoe brand I've never even heard of. I will never buy shoes there again.

Manager of the store would make unsolicited/side comments while in the process of doing my returns. Items were fine with receipt. He's very rude and unprofessional! I've returned items there before but never encountered this problem. I would think he would act more professional other than the behaviour he showed me. Unacceptable!