Marshalls — Local services in Brandon

Unacceptable Experience – Profiling & Poor Customer Service

I had an extremely disappointing and upsetting experience during a recent visit to this store. Within no more than 7 minutes of browsing, I selected four items to purchase. However, I ended up walking out with nothing due to the way I was treated — disrespected, profiled, and made to feel like a criminal.

One of the items had a clearly marked price, but when I brought it to the register, I was told the price wouldn’t be honored because “people change prices all the time.” I explained that there were multiple shirts with that same price in the clearance section, yet the manager on duty, Michael (black low hair cut, just focused on closing and not the customer experience), didn’t even bother to check. Instead, he dismissively offered 10% off — far from what was marked — and handled the situation with a tone and attitude that were rude and unprofessional.

What made matters worse was how every item I picked was scrutinized and inspected (Dom?? Latino or appearing to be with curly hair ) as if I were trying to do something dishonest. This was profiling at its finest — uncomfortable, insulting, and completely unacceptable. No apology, no accountability, just a complete lack of customer care.

Needless to say, I won’t be returning, and I sincerely hope this business takes a serious look at how it treats its customers — especially any customer spending their money— because this was not just a pricing issue; this was about respect, fairness, and dignity.

I strongly suggest you use your buying power else where… This establishment and the people they are opting to employ are rude and unprofessional I am extremely disappointed by my experience...

Lili refused to refund a broken product bought from this store. The item was a gift and even had the original bar code on it. I was excited for the gift because it was something that I really wanted. It was disappointing to open the box to find half of the product was missing. Nothing else to do but return it right? Wrong. The customer service here was both rude and extremely lazy. There was no pleasantries as this woman looked at my return giving every critique she could not to refund the item. She pointed out the item was missing a piece - I told her that's why I'm returning it to begin with. She said she would see if they had the item in stock for an exchange, then specifying she would only give a refund if she had to. Once she checked and saw they didn't have any of the same item she came back and asked for the receipt again. I told her it was a gift and that I did not have the receipt. She told me to ask the gifter for it and then i could make the return. Stating the only way to know the cost of the item was to have the receipt. I asked if she could scan the bar code to tell how much the item was and she refused to scan it, saying the only way she would process a refund was with a receipt. I'm honestly disgusted at the customer service. Personally I don't shop here but I DEFINITELY never will now. Obviously the return policy is a scam and I don't support shadey...

The manager on staff was Gail. The line to checkout was wrapped all the way into aisles. This was brought to her attention while she was putting clothes on hangers while only 3 cashiers were working on a Friday evening. Gail advised that she wouldn’t be getting on a register because she has to remain available and behind registers should any of the cashiers need assistance. Keep in mind the line is wrapped deep into the aisles past the zigzag format to allow more capacity. I believe this complaint is due to poor staffing which comes directly from management decisions. Also, I did notice that 90% of the staff was of Hispanic descent. The community this store location is in the demographic of customers is a melting pot of cultures where Hispanic is not the dominating one but certainly a part. Please audit or review the staff and consider hiring employees that looks...