Marshalls — Attraction in Irvine

I’ve been shopping at Marshalls for many years, but my recent experience at this location left me completely disappointed and disrespected. Two employees—Erica and Valerie—were extremely rude, dismissive, and unprofessional.

As I approached the register where the light was clearly on, I assumed the lane was open. Instead of a simple explanation, Erica snapped at me saying, “I’m not open and I haven’t called your name, go back.” I responded kindly, explaining I thought the light meant she was ready, but she rudely repeated herself without even looking up, more focused on what she was writing.

Moments later, another register called for the next customer even though their light wasn’t on. As I walked toward that register, Valerie loudly said, “No, you’re not next, the other person is,” even though I had clearly been waiting. When I tried to explain, she cut me off and rudely stated, “The light doesn’t mean anything. We call the customer, and you’re wrong.” She followed with, “The customer is not always right,” which was incredibly unprofessional.

What made matters worse was hearing her say something disrespectful about me in Spanish to her coworker—assuming I wouldn’t understand. But I did. I confronted her calmly, letting her know I understood and that her behavior was unacceptable.

I asked to speak with a manager, only to find out that Erica, the original rude employee, was the manager. I was shocked. If this is the level of leadership, no wonder the team lacks basic courtesy.

Marshalls has always been a favorite store, but this kind of treatment makes customers feel devalued and humiliated. I hope this review encourages retraining or closer attention to customer service, because this was unacceptable on...

Recently, I needed to return one pair of navy blue Calvin Klein shorts for 24.99 the following day I purchased the item. When I went to return the item I had the receipt but when the cashier took the item out of my bag it didn't have the attached tag, it must have fallen out. I explained to her that the item was for my son and it didn't fit but I wanted to see if I can get a refund or store credit when she saw the tag wasn't there she wasn't sure what to do so I said, "it must have fallen off, I will check in my car". I came back and I could not find the tag in the car so I asked if I can get store credit. She said, she had to ask someone else and took the item with her. Another Associate returned and she said, "You cannot return this because you washed it, I can tell and I can smell it." I was apalled by this erroneous accusation and disgusted by the judgement and unprofessional behavior. I said, "Please get your Manager, your inappropriate and I don't want to talk with you anymore".The Manager, Casey, came over with Associate1 and Associate2 and insisted "You washed it, you can't wash items and bring them back". I got so angry I was in tears. I left the store extremely confused by the verbal abuse, bullying and racism as this is the example of the Manager. It was grossly malicious, heinous and embarrassing in front of a line full of 10 people I was insulted for something I didn't do. I'm hoping that this doesn't happen to anyone else. This store doesn't...

They sell broken toothbrushes, dirty underwear, expired snacks, and lotions that give you rashes. Ever since I moved to Irvine, I've returned so many low-quality products. Usually, when I return them at the front desk, someone at least comes to assist me, albeit without a smile or apology. However, today was different. The manager I encountered for the first time at this store insisted I go to the customer purchase line for my return. I explained that I've never had to do that for returns before, having returned many times previously. She raised her voice at me, insisting I go to the line or else no return would be processed.

I was taken aback and asked her to show me the policy for this, stating that if she could, I would immediately go to the purchase customer line. She replied that there was no policy and as the manager, her word was the rule. I was shocked once again. Is this a store or a robbery? Am I a customer or a slave? Her name is Casey, she has blonde hair, is around 60 years old, and stands at 5'1". The way she spoke to me, she seemed to want to assert herself like a "queen". Her behavior was so inappropriate that she should be fired. Is it really so easy for Marshalls to part with their money that they hire people like her as managers? I'm just confused.

Thank you to the other customers who allowed me to return my items before them, and to some who even expressed shock. We are customers, not slaves to your profit. Treat us with the...