Marshalls

I sent an email on 5-31-21 for customer service complaint regarding the Marshalls store located at 4750 N. Division, Spokane, WA The complaint was specifically about your employee, Sergio. No reply from corporate to date.

I ahopped at the North Town Mall on 5-28-21, 11:54 a.m., [protected], receipt numbers. I was going to purchase a tote bag there and there were two stains on the bag. One looked like an ink pen stain on the light colored fabric and there was also a pinkish stain towards the bottom of the bag which was leather. I pointed out the two stains to Sergio but he said he would not discount the tote bag.

On another occasion, I was going to purchase a home item that was part galvanized and part wood. There were three scratches on the galvanized section but Sergio said he would only discount 5% on the regular priced item and so for.50 cents off, he said it would be non returnable, period.

I did not purchase either item on separate shopping days. I asked by email if your store policy had changed on defective items as explained on my complaint.

On 6-2-21, an assistant manager, Brenda, called me by phone. She admitted Sergio is in training and he is not really a manager, but she said he was a key holder. I asked to speak to someone else when he refused to discount the tote bag on 5-28-21 and Gail, an associate, at the same location, also said she could not discount the tote bag as he was the manager yet by phone call a few days later, Brenda, said he was not really a manager.

I explained to Brenda, your assistant manager, the reasons for my complaint about Sergio and I had asked if your store policy had changed on defective items. She said "no". It used to be on the occasion that an item was defective, the store would discount an item 10%, not 5% and in that one instance when I asked, Sergio, and I pointed out the two stains on the bag, Sergio said no discount at all and I have never been told at Marshalls that a 5% discount meant no return even within 30 days.

If your policy has not changed, as per Brenda, your assistant manager, it seems to be it would be reasonable that the item should have been discounted 10%. Brenda, also would not authorize the 10% discount. Brenda asked me after much discussion, how to resolve this issue. I explained I sent a written email for my store experience concern, also completed the receipt survey and if she was asking how to resolve this issue, I explained I would be satisfied with a $10.00 future shopping certificate from Marshalls. I asked her to have corporate review the emails and to have corporate reply back to me so I would know with certainty that corporate viewed the emails and considered my $10.00 shopping certificate request.

To date, 6-16-21, I have not received a reply from corporate Marshalls. I have attempted to call the number at 1=888-627-7425, and I was attempting to leave a voice mail to Ernie Herrman, but your automated system will not allow me to do so. Another time when I called, I asked for a supervisor, and your automated system sent to a voice mail for someone named Steve. I left him a message on 6-14-21, but I have not heard back from anyone in corporate.

I strongly feel your associate, key holder, not manager, Sergio, needs further training on the store's policy about defective items and to improve your customer service when a complaint has been made in writing that the person would be contacted within a reasonable amount of time by a person of authority who would treat the customer with respect and understanding and be willing to solve the issue with the customer instead of doing nothing about it. I have spent much time and attention to this matter since I have had to explain this complaint several times now in writing and over the phone.