Goodwill Industries review: Customer service

Dear Customer Service Team,

I am writing to report an upsetting experience at your store 100075 on 11/7/2026.

I entered the store at approximately 3:50 p.m., ten minutes before its announced 4:00 p.m. closing for the annual employee party. I understood the early closing and expected to complete my shopping by 4:00 p.m.

Michelle S. was directing customers to checkout and telling those of us without items that we needed to leave because employees had to clean. Her approach made me feel unwelcome and pressured to leave while the store was still open.

I then overheard Michelle S. telling other employees that I was rude. Discussing a customer negatively within their hearing is unprofessional and made the interaction more upsetting.

Kyle, the manager, was standing near the entrance when I arrived but did not communicate any restrictions on browsing during the remaining time. When I raised my concern, Michelle S. said Kyle had instructed her to move customers toward checkout. I understand employees may have been following management’s instructions, but those instructions should still be communicated respectfully and consistently.

My concern is with the way I was treated and the comments made about me afterward. A polite explanation of the closing procedures would have made a significant difference.

Please review this incident with Michelle S. and Kyle, clarify your policy on shopping before closing, and address the need for customer service training. I would appreciate a response explaining how this concern will be handled.

Regards,
Annette M.