Marshalls — Local services in Gaithersburg

I had purchased a salad spinner from Marshall's in Gaithersburg and upon opening it, I noticed a crack on the side. As per their return policy, I immediately returned it the same day. However, my experience was unpleasantly handled by Gaya S., the coordinator at the store. When she asked for the label of the salad spinner, I informed her that I had accidentally thrown it away. As I was about to wash the item, I noticed the cracks. Despite this, Gaya S. repeatedly emphasized that all components must be returned when making a return. However, her tone throughout our exchange was noticeably condescending. As she scanned the blue crochet set I had discovered with a $12 price tag, she removed the tag and informed me that it actually cost $20. However, I had previously spotted the same set on the clearance rack for $16, indicating that it had been discounted for some time. Despite this knowledge, I chose not to confront her again as I lacked the energy to do so. I refused to take the item. Despite this, she proceeded to scan my items. After I checked my receipt, I noticed that she had scanned one of the items twice. This wasted even more of my time. I typically do not leave reviews, but last night's experience was particularly upsetting, especially considering that I am a loyal customer at...

Poor customer service by store manager (Tuesday night 5/28 shift). I’ve tried calling the store to try another manager- no luck, tried calling the main customer service line- nobody picks up after over a 5 min wait. I guess Marshall’s doesn’t want to hear how it’s customers are being treated by their very own employees. So all this is worth more than the $15-20 (low quality) pants I was trying to return. They tore on day ONE, and rep was arguing me that I had used those pants more than once. Thing is, rep should have noticed the date of purchase and total amount spent at the store that day ($200), and in a little over two weeks, even if I had wore those pants 20 times... they shouldn’t have ripped in such short time. I thought Marshall’s sold high-quality brands, but guess I was either wrong or things are changing and Marshall’s is not standing behind the products/brands they carry. I don’t buy disposable clothes, even if they cost under $20, I expect clothes to last at the very minimum a year. If there is not accountability and Marshall’s doesn’t take care of their customers and call them liers, basically, in front of a line of other customers, I will stop going there and stick with Nordstrom Rack. Very upsetting and a...

Review on behalf of my mother, a cancer patient who just had chemo yesterday. This evening, she had finished her shopping and was waiting near the front entrance, not in anybody’s way, for about 5 minutes until me and my partner could come help her with her bags.

She was immediately harassed and accused by a short Asian security woman of “blocking the doors and making them move.” Mind you, Marshall’s automatic doors are CONSTANTLY opening and closing due to constant foot traffic - and she was in NOBODY’S way. Just minding her business and standing (she has trouble standing long periods of time) since there is nowhere available to sit comfortably.

This woman would not let up on her and actually made her haul all of her bags out of her cart, herded her out to the foyer like cattle and made her STAND directly in the middle “so the doors wouldn’t move.” (she has trouble lifting heavy items). And if that wasn’t enough, she KEPT HARASSING her and DEMANDING when help would be coming, rather than offering any assistance.

My mother was about to collapse when we got there.

I am beyond disgusted. Marshall’s, your entire staff’s priority is to make ALL customers feel welcomed, safe, and...