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Marshall's / Hostile, downright rude behavior

Stafford Plaza, 11830 Wilcrest DriveHouston, TX, United States Review updated:
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I went into a Marshall (Stafford Plaza, 11830 Wilcrest Drive, Houston - Wilcrest Dr., TX 77031

[protected] )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.
Va
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Ju
  6th of Oct, 2007
Agree Disagree 0 Votes
I purchased a bracelet 6/16/07... I did not wear it immediately but when I did, it broke--literally fell apart. On today, I finally got back into the store with the bracelet and was told nothing could be done. Two reasons were given: 1) I bought it 4 mos ago and, 2) it is not Marshall's problem if it broke. I shop there weekly, I have tons of receipts to prove it. I was merely asking for a shopping card so that I could recoup my loss, which was $39.99 plus tax. For the record, I have taken jewelry that broke back to this store before and there was no problem. My issue was handled by the manager who lacked in my opinion appropriate training in handling customers. I am sure I will continue to shop at Marshall's but not in Baytown, Texas anymore. Thanks for the opportunity to state my problem.
Be
  14th of May, 2008
Agree Disagree 0 Votes
I would fear for my safety if I had to work in this store! I have been in there 3 times and that is 3 times too many for me. The times I was there I had watched people shop lift, a woman's purse was taken out of her cart and the person ran out of the store and was gone in a matter of minutes and some other nutty stuff happening! I will say the the people who work in this store should get hazard paid. The customer are low down dirty and rude and I watched a employee be called everything but a lady and all she could do was stand there and take this! If Marshall's cared about the people working for them I wouldn't know it by the abuse that these employees take on. If had a family member working for this company or even this store I would want there to be an armed guard there at all times. Wake up Marshall's and look around. Get out of your CEO seats and look at what these poor people deal with day in and day out!!!
Ps
  19th of Aug, 2009
Agree Disagree 0 Votes
Marshall's doesnt have a theme song.. what kind of store doesnt have a theme song !
Ac
  29th of Mar, 2010
Agree Disagree 0 Votes
I'm so sorry you had to go through that! I'm a Marshalls employee (In Indiana, though) and I just have to say that the behavior of the managers (there are usually 3 or 4 to each store) absolutely does NOT reflect the behavior of the other staff. Our GM is a vicious, tactless, rude woman (not to mention a few four letter words I'm thinking of) and everyone on the "team" pretty much hates her. Not only is she disrespectul and downright abusive to her staff, she also treats the customers in a shameful manner. If you have a complaint, you can ask staff at the service desk for the district office number and they can't refuse you. Or you can just call the corporate number which is 1-888-MARSHALLS.
Ac
  29th of Mar, 2010
Agree Disagree 0 Votes
Returns are made at the associate's disgression. If the store can not re-sell it then they don't HAVE to take it back and usually don't. This is clearly stated in the return guidelines which can be found online. This is especially true if it has been 4 months! Even if they had taken it back you would only have been able to recieve in store credit, which is also stated on the receipt. But I am sorry that the manager was rude to you... there seems to be a lot of that going around at Marshalls nationwide.
Lm
  10th of Dec, 2010
Agree Disagree 0 Votes
"I finally got back into the store" and "I shop there weekly" --- if that is the case, why did you wait FOUR months to return it? It seems like you enjoyed the bracelet for the life of it and then tried to get your money back.

Having worked in retail for many years, the 1st reply is correct. You bought it four months ago, usually there is a policy regarding how long returns can be accepted, and returned it in un-sellable condition. We have no obligation to take it back. Period.

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Marshalls Logo Marshalls
Customer Service
Overall Satisfaction Rating

80 Reviews
770 Cochituate Rd
Framingham
MA
United States - 01701
+1 888 627 7425
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