Marshalls — Attraction in San Bruno

Marshalls always has great deals and I have been an avid shopper here for many years. I have frequented this location however my last experience was sad and unfortunate. After 6 minutes in the store I hear "security make your rounds" over the intercom. Not a big deal. A few minutes later I am being followed in the store by a worker with a walkie in her hand. who turns out to be the manager on duty. Upon my departure said employee proceeded to anxiously watch me exit to see if the alarms went off. Which they did not. This employee then proceeds to follow me outside and watch where I am walking to. I normally let this kind of thing go as a black man racial profiling is common but this was excessive. I proceeded to go back in to the store to notify the employee that I have not stolen anything, I do work and have funds to purchase merchandise as i have before and most importantly that the way she hovers around shoppers makes them uncomfortable. There was no apology only denial that anything had ever occurred. This is unacceptable!! As a manager and someone who has worked in security and customer service for over 13 years I am fully aware of the proper and improper way to hand and engage people and this was...

I paid my items with wallet pay. When I tried to return an item with the reciept. The Chinese lady with the mask and glasses ask if I have the card ending with 4 numbers. I said I used my debit card with wallet pay so on the receipt it shows 4 numbers not associated with the debit card. When I tried to return using the card that I use on wallet pay she would not let me. She had to call her Filipino coordinator to speak to me I told her this is the same card on wallet pay I use to purchase my item she told me I can’t use this card. But on the screen I use my debit card to insert the machine she yelled at me you can’t use this card and walk way very rude of the coordinator and the Chinese lady wearing a glass and mask and gloves. Both were unprofessional. But calling my bank they told me when you use wallet pay it will show 4 different numbers on the receipt and it will be hard to return the item. So they recommend me using my card next time. So I don’t have to deal with unprofessional workers when I make a return on...

Marshalls' customer service at San Bruno was a disappointment. It seems store policies vary by location rather than being consistently set by the company.

At the Foster City store, the manager was incredibly helpful with my return, even though I lost the tag but had the receipt. I bought some sunscreens as gift and since the sunscreens were about to expire, she made the process smooth, making my shopping experience at Marshalls much more convenient.

At the San Bruno location, however, the manager dismissed my expiration concern, insisting that sunscreen expiration dates work differently, which was ridiculous because they were big bottles and will be expired in 3 to 4 months! Instead of addressing the issue, she and the staff focusing on the missing tag and kept complaining, involving multiple people to verify the items, even after I showed them similar ones. After repeatedly apologizing for the inconvenience and running out of patience, I decided to leave and I won’t be...