HomeGoods — Local services in Framingham

Subject: Complaint – Refused Return and Unprofessional Conduct by Manager Dave K at Framingham, MA Location

Dear HomeGoods Customer Service,

I am writing to formally file a complaint regarding a frustrating and disappointing experience I had at your Framingham, MA store on July 19, 2025, at approximately 6:20 PM, involving a manager named Dave K.

I went to the store to return two items: A $10 cookie jar, purchased on July 16, 2025 A step stool, purchased on July 13, 2025

I brought receipts for both items, and the returns were well within the 30-day return window. Despite this, the return was refused by the manager, Dave K, because the step stool no longer had the price tag attached, and the cookie jar was broken.

Let me clarify: • The step stool was damaged from the moment I opened it. • The cookie jar broke due to overpacking inside the bag — not due to mishandling on my part.

Instead of simply processing the return, Dave began interrogating me, asking irrelevant and frankly insulting questions like, “Did you break it at home or did it break while still in the bag?” This kind of questioning is unnecessary, inappropriate, and has nothing to do with HomeGoods’ official return policy, which does not state that tags must be attached or that the customer must explain how an item broke — especially when a receipt is provided and the return is within the valid timeframe.

Dave then said if I had broken the item at home, he would not accept the return — I explained to him that this wasn’t about whether it broke at home, but about the fact that the item was damaged through no fault of mine. Still, he refused the return and became defensive and dismissive. He never once apologized or attempted to resolve the issue professionally.

I have been shopping at HomeGoods for years and have spent over $50,000 across your stores. I’ve always enjoyed excellent service, and I’ve never had an issue returning a product — until now. Even the cashiers at the register seemed confused and uncomfortable with how Dave was handling the situation.

I told Dave directly that his attitude was unprofessional and that he needs to be properly trained, not just in customer service, but also in how HomeGoods’ policies actually work. It reflects poorly on the store when a customer has to explain the policy to a manager. He dismissed all of this with no apology and made no effort to make things right.

I’m not writing this to get anyone in trouble — we all make mistakes — but this situation could have been handled with basic courtesy, professionalism, and knowledge of company policies. I sincerely hope you will look into this issue and ensure Dave receives the necessary coaching. I also kindly request that my return be honored.

Thank you for your time and attention.

Sincerely Camila Loyal...

Well, call me crazy or an old soul. I am trying to get on board about homegoods, but at the end of the day, my wannabe designer intuition feels there is something slightly "flighty" about the company as a whole. It's all so mass produced in a way there seems to be a void of authenticity or creativity that feels mildly alarming to my eyes.

While I like some of the aesthetics of homegoods, I guess maybe it's me because I'm always stuck feeling some pangs of anxiety about how industrialized goods feel a little bit awash, here

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ZERO STARS!

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