Goodwill Store & Donation Center - Westmoreland — Local services in Dallas

I’ve shopped here twice a week for nearly two years. I live 30+ minutes away, but love thrifting and really didn’t mind the drive. I also have time freedom since I work for myself. Unfortunately, I can confidently say that I am followed within 6 minutes of entering the store every single time or have my photo taken while shopping or leaving the store. I have nothing on me, carry a very small crossbody, don’t wear baggy clothing, etc. I’ve tried dressing up. I’ve tried engaging the staff when they don’t provide customer service. I’ve tried asking for an email or number at desk (retail) to file a private complaint and was given a number to HR because the lady thought I needed a job! Two weeks ago, a man took a photo of me at the outlet, walked by me as if to search my basket, then walked out of the store. This is not the first time staff members have used cameras/phones on me or other customers. I’ve tried to let it slide and focus on the “mission” of GW, as I know my discretionary income is helping others. No more. It’s time for feedback. I looked forward to the new “shopping experience” Tim Heis detailed in articles. I’ve found amazing things at both the outlet and retail locations. I have happily spent my money there a) because I can, b) because I look forward to bragging about my great, inexpensive finds, and c) I have no interest in not paying for something. I will stop short of pulling the race card, although the data I’ve collected from my personal visits and conversations with other shoppers/resellers supports this happening more often to Black/POC (I have a spreadsheet). I understand, given the area and population being served that results may skew. I wish Tim (or his team) had a better way for customers to provide feedback (not online) and of connecting with frequent shoppers similar to GW locations in Florida. It would be nice to walk in your location at least one time without being treated as “guilty” based on whatever profile you guys are coming up with in the back. There’s great opportunity to make this right while helping shoppers like myself not feel targeted with egregious and anxiety-inducing security measures. Great customer service THROUGHOUT THE ENTIRE shopping cycle will thwart a bad attitude, make people spend more, and counteract shoplifting. I’m now down to shopping once every few weeks and typically won’t go to the retail side because...

Shopped this store over the weekend and found some really good finds and then realized there was no fitting room. An associate told me they took them out during covid. I asked if they do returns and he said yes I had up to 14 days. I ended up going to the cashier and asked to make sure if their return policy was 14 days as the previous associate stated and the woman who rung me up said yeah that I had 14 days to do a return. I told her perfect I just wanted to come home and try things on since they didn’t have a fitting room and I would be back to return the rest. Never once was anything stated about even exchange etc. I go into the store today to do my return and I am told by the manager that they don’t do returns. I advised her multiple of her associates told me they did when I asked about it. She was very firm on the no return policy and that they only did even exchanges. I explained I would have never spent almost $200 if I knew they didn’t do returns. She said I had up to 14 days to do an even exchange, I asked if I could get store credit and she said they didn’t even have the cards to give me store credit. At this point I was frustrated and left the store. I understand that these employees have nothing to do with the policy that is set in place but they should really learn the language to use around explaining the policy when a customer asks for it. If the term “exchange” “even exchange” was used I would have known that they do not do returns. And it’s wild that this location doesn’t do store credit? I ended up emailing to file a complaint and turns out each location is independently owned so they truly each have their own policies and do whatever. This review is more so for awareness of all of this. I don’t normally shop goodwill for thrifting and after this I definitely won’t...

I'm completely in shock by any negative comments. This was my first time going to this location, so I called ahead to confirm hours and to see if they had inventory of specific items I needed. I shop for elderly supplies and the associate, "Z," was kind enough to check physical inventory since I had at least a 20 minute drive to get there. When she offered to tell me her name in case I needed to find it right away before they closed, I felt like a valued customer, but more so as a respected human.

When I entered the location, this had to be one of the most organized Goodwill locations I have ever seen. When I asked a random associate where to find some products, so immediately knew where things were located and was genuinely willing to assist. As I circled around for awhile and couldn't find it, I went back to the counter area where about 4 associates were talking, and was all greeted by kind smiles and offer to help. When I mentioned the elderly products I was looking for, Z immediately remembered my phone call, walked me personally to the shelves where supplies were kept, and then helped me find my other items since I was on a time crunch. I didn't want to interrupt her break, but she was so personable, genuinely trying to help me. Honestly, she is an exemplary employee and has such a pleasant demeanor. Being in a rush to find elderly supplies as a caretaker on a budget every week is exhausting, but just this brief interaction with this customer service team brought tears to my eyes knowing there are complete strangers willing to help.

Thank you to everyone at this location, you make such a difference with...