Goodwill Industries — rude employee and manager / refused to refund
I shop at Goodwill daily as I shop for disabled people who are home-bound. Because of this, I do end up doing a fair number of returns as not all the items are exactly what my client is looking for. I've never had an issue as I always stay within the return 7 day window, always keep the receipt, and always leave the tags in place until a buyer accepts the item.
On June 15th, 2016 at around 9:30 AM I went into the Goodwill in Maple Grove MN on Dunkirk Lane to return several items and look for others. I was waited on by Debra G. I apologized for the number of items I had to return this trip and explained what I do. Debra did not acknowledge that I'd spoken and grabbed my bag and pulled out the first item. She frowned at it and said, this isn't right and called over the on duty manager whose name I did not get. She takes the pair of children's pant and starts admonishing me without any introduction saying they don't put their tags on the clothing tag and they use shorter plastic connectors. I said I don't understand what she was trying to say, I had purchased the item the previous day at the second Maple Grove location. She just repeated what she'd said. Again, I asked what she was trying to tell me. This is how the item came to me, how can I control what was done with the piece before I bought it.
She said, we don't do that here and I'm not taking this back. I asked what was I supposed to do about an error that wasn't mine? She just glared at me. So I said I would take my items back to the store I bought them at and that this was extremely unprofessional and rude. I don't know exactly what she was implying as I would have nothing to gain by somehow finding some misc plastic connector and replacing a shorter one. These were Gap Children jeans I paid $2 for, I'm not sure how this translates to a get rich scheme in her mind but it was incredibly insulting and just plain out of line.
I had been at the other Maple Grove site the day before so I decided to go to the Fridley location instead. There a young woman named Elsie W and her manager did my return and they couldn't have been nicer or more professional. Extremely good customer service! Still, the other interaction has left a bad taste in my mouth and I most certainly will not set foot in the MG-Dunkirk location ever again. I'm hesitant to continue to buy clients items at any Goodwill given this incident and the fear that I'll be stuck with items that don't serve my clients because some person decides it's impossible the company could, horror of horrors, made a mistake marking an item! It was just an awful and embarrassing incident that had no business happening.
I am not out anything monetarily so I'm not asking for anything like that. But I strongly feel I deserve an apology from the company, the manager, and the employee and I believe they should have repercussions for their actions up to and including termination. People that rude and unprofessional have no business working in a customer service role. It was just so uncalled for and wrong on so many levels and belies everything the Goodwill is supposed to stand for.
I don't know if client number translates to Goodwill Customer number but mine is [protected]. You will see I have a solid history of purchasing and returning items with no incident. I do this as a free service to help those in need and to be treated badly simply for doing so is unconscionable. Oddly, the day before at the Maple Grove 80th Circle location, a wonderful woman named Eileen P rang me up and told me I should get a job there as I seemed a great fit and how much she loved her managers and co-workers. Maybe their sister Maple Grove site needs to do a rotation there and learn some manners.