Value Village — Local services in Markham

Disappointed with the customer service from one of the front-end supervisors.

Visited July 16th. Tried exchanging shorts I bought from a different location, but I didn't realize the tag was missing.

The manager, Minnie, came to help me. I explained that the tag was on when I tried it on at home, but must've fallen off since it was attached to the inside-back of the short. I asked if I am able to find the tag, and bring it back to this location, would they be able to check it for return. She said that the price listed on the receipt is not the price they would've priced it at at this location. I told her that I understand that, but I knew that the tag was somewhere in my home. She then said that the original location I went to would be able to help me out easier, but I said that the other location I visited was only because I was in the area, and not convenient for me to do the exchange within the exchange deadline.

After some back and forth for clarification, Minnie iterated that if I were to bring it back with the tag, she can verify the item and its price with the receipt, even if not attached. I have worked retail at a managerial position, so I completely understand that there are nuances that stores have to follow for returns/exchanges. To ensure that I have consistent help when I come back with the tag, I asked Minnie for her name (since she was not wearing her name tag). She responded with, "Why do you want my name? To say that I allowed you to return it?" I was appalled. I explained that I just wanted to make sure that if she isn't here when I came back, someone would understand that the item can be checked without a tag, and decide at that time if it matches what's scanned on the receipt. I asked her if she is able to write that she said this on the receipt, but she refused.

I found the tag once I got home. I quickly went back to the store, because I knew if I had come back any later or the next day, my word would mean nothing. I was probably back within 20-30 minutes.

Lo and behold, the shorts with the price detached was a problem for the other supervisor that was helping me. Luckily, I had the name of the supervisor that initially helped me, and reiterated that Minnie said if the tag can be verified to the item and receipt, even if detached, it is possible for exchange, so long as it can be verified by them. So, the supervisor on duty went to the back to discuss it with Minnie.

When the other supervisor came back, she stated that Minnie approved the exchange, but if I ever have another item from a different store to exchange, I have to go to that same location. A unique rule made specifically for me. When I was there earlier, and just before I spoke with Minnie, I had no problem exchanging a pair of capris, which is listed on the same receipt as these problematic shorts, from the other location.

The other supervisor was nice, and was at least communicating with me in a courteous manner.

Truly horrendous customer service from Minnie, a manager. Especially being treated as if I'm dishonest. I know that there must be a lot of customers that aren't genuine, but there are also...

I visit value village on a weekly basis at many locations depending on which part of town we're in at the moment. This location I have noticed is extra expensive compared to other stores in the GTA. Many of the kids books for example are priced at $5.49 each while at other locations the same books are usually around $1.50 - $1.99.

In the toy section, we encountered a staff member telling the children they were not allowed in that area and only adults were permitted to browse the toys. This rule is understandble as we've seen other stores struggle with cleaning up toys. No problem, we put our young child in the cart and gave her some activities that we had with us in her diaper bag. When we were checking out, my husband brought her outside first and left her bag in the cart. When I was done paying for my one item, I was approached about a book that my daughter left in the cart beside the diaper bag. It was purchased at another value village months ago and unfortunately had an old price sticker that we missed taking off. I apologetically explained that it was ours and was asked for the receipt which I didn't have. The staff member went into a full lecture about how wrong it was to leave the sticker on, that it was confusing for staff members, how would they know we're not stealing, etc. I apologized again as I know it was our mistake to miss taking it off and was thinking to pay for it because she seemed distraught and I didn't want her to get in trouble. Then she took an interest in the rest of my daughter's things in her diaper bag asking why we were bringing our things into the store, why we took things out of our bag and that we should really be leaving everything in the car.

At this point it became uncomfortable because these are my child's neccessities like her milk and snacks and diapers, and yes, there are some entertainment items like toys or books. We have never been questioned about why we have a diaper bag. The only reason we took anything out was because we were told that children couldn't touch anything in the toy aisle and so we were trying to keep her occupied by herself as per their request. I don't know, I feel like we were just trying to cooperate as best as possible. Not everyone has a car and is privileged to have a place to put their things on shopping trips. We came a long way to visit their store and needed to change our child before leaving.

After this incident I don't think we will come to this location anymore. It just overall wasn't a very welcoming environment and it felt like we had to work very hard to keep the...

Funny after reading some reviews about this store it seems that other customers have also had an absolutely terrible experience with the manager Mini.

I have been a regular customer of Value village for over ten years and have donated many times to various stores. I have never made a formal complaint before but this experience at the Markham Road Value Village was absolutely ridiculous. I have never had any issues exchanging an item, I go to Value Villages around Ontario because I travel for work.

I am extremely disappointed and almost embarrassed with my recent visit to the point where I don't think I will be going back. The manager- Mini- refused to exchange a nightgown- which was clearly a lace/satin nightgown (with a tag on it from Le Vie en rose) because it was "not pajamas"? The price tag was marked as pajamas, the receipt said it was pajamas. The manager told me I have to drive back to Whitby ( almost an hour away from my house ) to exchange this item because it would be on their cameras? why? I am still so confused why I was not allowed to exchange this item. It doesn't make any sense. It made me feel like I had done something wrong?

I still had 7 days left out of the 14 days exchange window. The tag was still intact. Luckily this item only cost $5 but it is not the point of it. This nightgown doesn't fit. The change rooms are still closed. If I am not able to exchange an item after making a purchase at value village, I will not be making purchases at all. I will also be donating my items elsewhere from now on, why would I donate to a place that rips people off? Not happy at all. That manager should be let go because she makes decisions that...