Marshalls review: Customer support & site management - service failure

Complaint About Customer Service at Marshalls Store #29, Stony Brook, NY

On December 21st and 22nd, I purchased two sets at Marshalls Store #29 (2200 Nesconset Highway, Stony Brook, NY 11790). One was advertised as a three-piece set, and the other as a two-piece set. I was permitted to leave the store with incomplete components of both sets.

When I returned on December 22nd to address the issue, I provided both digital receipts and the tag as proof of purchase. Instead of resolving the matter, the store manager, in an accusatory tone, indicated that surveillance footage would need to be reviewed to verify that what I left with was indeed what I claimed. This implication was insulting and unnecessary, especially considering the fact that I had been allowed to leave the store initially with these incomplete sets.

Despite presenting clear proof of purchase, I was given no resolution and made to feel as though I had done something wrong. As a loyal customer who has spent over $1,000 at Marshalls and its sister stores in the past week alone, I find this behavior deeply unprofessional and unacceptable.

I am requesting a formal review of this store’s management and an acknowledgment of my complaint. Marshalls must ensure that customers are treated with fairness and respect, and that such situations are handled more professionally in the future.

View 0 more photos