Marshalls — Attraction in Ontario

I’m typically not one to leave a bad review for a business because I figure people make mistakes and everyone has a off day however in this case it involves my daughter and it’s the principle and I’m big on principle… I took my kids to spend money they were sent for Christmas on 11/22/2023 the day before Thanksgiving. My daughter chose Marshall’s because saw a Spiderman graphic tee and she is into Spiderman and Miles Morales since seeing the movie. The store wasn’t too crowded and considering we were still going to shop we paid on the mall side. My daughter is 13 so I’m teaching her how to shop alone but I’m still a bit protective so I held her money so she wouldn’t lose it until she got to the register and I handed her her $50 to pay and she received 2 $20’s as changed I figured everything was fine because I frequent Marshall’s it’s a favorite store of mines because it’s a one stop shop and I typically don’t have issues here until this day. On the way home we stop at our neighborhood Staterbros and my daughter wants to get a few things so we hand the cashier a $20 and she walks away and I hear the manager she walked to say yea it’s fake and I’m like what in embarrassment because again this is my neighborhood Staterbros we frequent there I don’t want to be known as someone trying to use fake money then the manager said lucky you’re in here with your daughter or we would’ve held her for the police to come get her I immediately got teary eyed thinking my daughter would’ve had to go through that interaction with the police alone and they wouldn’t have let her come get me I explained to them we’d just came from the mall and my daughter got that $20 as change and I guess one of them was fake considering she’d paid with the other one no issue so I contacted the Marshall’s to tell them what happened and spoke with a Manager named Jennifer who stated they check all their money and it wasn’t from them and asked for the receipt numbers at the bottom and etc stating it was a loss prevention thing and they needed to check the cameras and loss prevention was gone for the day which was a lie because they handle theft so they stay until the store closes but I guess she assumed I’ve never worked a day in my life and didn’t know how it worked but I’d told her I was already on my way back with my daughter shaken up from the experience and her response was you can come if you’re close but there’s really nothing we can do today and we’re closed tomorrow for thanksgiving we’ll look into it Friday and call you and I haven’t received a call I’ve already given my daughter her $20 back to replace the fake one they gave her because I figured it’s not right she be traumatized and short $20 but since that day she doesn’t want to go with me to the store which is sad yet understandable so again I’m writing this review based on principle this is not how you treat customers also I should add when I got there she had another manager with her who came out from the back and stated this happens around the holidays and it’s a matter of training our cashiers to catch it so she seemed more honest about it which I could appreciate but I don’t remember whether she gave her name and I won’t be shopping at Marshall’s anymore for those reasons which sucks because again I frequent that store both them and tjmaxx tend to have great finds that are a bang for my buck but it’s more important my daughter knows I’ll stand up for her when she’s wronged I hope she gets back to feeling comfortable in stores again and I hate this happened to her she got her $20 back from mommy but her confidence and trust in the fact that she’ll be believed and treated fairly is another thing it’s crazy how the person paying with fake $20’s got treated like the respectable customer and my daughter got traumatized for receiving it as change absolutely disgusting situation do better Marshall’s I added a picture of the fake $20 and her receipt you guys be safe shopping at these stores during those...

Went in today and found this really cute Impressions Hello Kitty Brush set I had been wanting for the longest. I was happy to finally have found it. It was locked up with the fragrances and I pressed the button for help. 3 employees were standing in the back of the fitting room and kept staring at me and none of them offered to help. After standing around for a while looking at me,they just all ended up all walking away. The older lady working the fitting rooms was actually upset for me and kept paging them to come help me. She paged them like 4-5 times and kept apologizing for the long wait. Finally, I see another worker and ask if she’s the one with the keys and she said she wasn’t but paged someone to come as well. Finally a woman arrived asking who needed help. When I showed her the item I wanted, she told me I couldn’t walk around with it in the store and she had to have it up front for me to have it rung up. She asked what part of the mall I came from, street or mall side. I told her mall side and she said she’d have item there for me. I make my way to the front and wait about 15 minutes in line to pay as there were only 2 registers open. When I get to my turn I told the guy about my makeup brushes. I noticed he kept looking and couldn’t find anything and he then tells me they’re not allowed to hold anything up front. I told him it wasn’t being held, that the lady told me I couldn’t walk with the item in the store, so the cashier had to be the one to give to me. He was very nice and helpful and then was told the item was “lost”. Apparently a girl took it up front and the manager told her she couldn’t “hold” it and she had to take it back. Then one girl came up and told me they didn’t know where the brushes were at, so I told her to ask the cashier next to her as she’s the one who had paged the girl to come help me in the first place and knew who she was. She tried acting like she didn’t know what I was talking about. The two girls now helping me out were not very friendly and acted like they had no clue what I was talking about when BOTH had helped me get the item. (Check the cameras) They kept giving me the run around. I told them there was no way they could have been “lost” because they were in an employees possession the whole time and told them if one of them wanted to steal them for themselves to just be honest and stop wasting my time. I was starting to get upset because I was in the store for about 30-40 minutes total from the time I asked for the brushes to the time someone “found them”. They said “it’s a very popular item” since people are reselling. I told them I wanted them for myself and not to resell. I’m a nurse so I don’t have the time to be going to the store every single day and the times I finally am able to go, I never find anything since it’s so late. No apology was made or anything. The only good persons were the male cashier who even said it was “messed up” if they did sell them to someone else and the older lady working the fitting room who had kept paging them to give her a break and kept being ignored also. Really disappointed in the female employees. Zero empathy and zero professionalism on their end. Customer service...

Organization and cleanliness is questionable. Staff doesnt really walk the floors to assist or clean up. This location is attached to a mall so it gets a lot of traffic. Staff should be on top of cleanliness and organization more.

You can find soaps and shampoos abandoned in the childrens toy section across the other side of the store.

Departments of clothing seem to magically move around and change spots overnight. Suddenly the mens shorts are where the womens coats used to be.

The kitchen and snacks area has never been clean or organized, no matter what season it is. Even during the slow season.

The lock on the mens restroom stall is just a straight up hole so its accessible from both sides. That means any stranger (or curious unattended child) could stick their finger in the lock hole and open it from the wrong side. That is extremely concerning from the toilet perspective. I dont want anyone just opening the door on me. Fix this asap. I can forgive the lack of cleanliness and organization in the store but i cannot forgive a restroom that hasnt been cared...