Marshalls & HomeGoods — Local services in Issaquah

To Homegoods Issaquah store,

I am writing to formally express my deep disappointment regarding a recurring issue I have experienced at the Issaquah branch of HomeGoods.

As a loyal customer, I spend approximately $30,000 to $40,000 annually at HomeGoods purchasing items for my home staging business. Over the years, I have always felt welcomed and supported—especially at the Bellevue branch, where the staff consistently go above and beyond to create a warm, friendly, and helpful atmosphere. That sense of "home" has set a very high standard and has always been part of what made shopping at HomeGoods a truly enjoyable experience.

However, every time I visit the Issaquah branch, I have a completely different and frankly unpleasant experience—specifically due to one staff member named Kerri. On multiple occasions, Kerri has treated me with coldness and rigidity, often reprimanding me for minor things like cart placement, standing in certain areas, or even how I move items. Her tone is accusatory and unwelcoming, and she makes me feel more like a problem than a valued customer. It’s as though I'm being treated with suspicion or hostility—for no valid reason.

Today, my experience reached a breaking point. I was purchasing over $4,000 worth of merchandise, spread across five carts. My mover had arrived and I asked if they could begin loading the scanned items while I completed payment. This is something I’ve done without issue at other branches. However, Kerri refused, stating I could not remove anything until full payment was made. While I understand policies must be followed, her tone and attitude were entirely unprofessional—bossy, cold, and as if she suspected I was attempting to steal. I explained I was right there and ready to pay, yet she continued to treat me with unnecessary hostility, creating an extremely uncomfortable and humiliating scene in front of other customers.

I confronted her calmly and told her that she has consistently been unpleasant to deal with, and that I intended to file a complaint. I want to be clear: this letter is not just about today’s incident—it is about a pattern of behavior that I have experienced every time I’ve interacted with this individual at the Issaquah location.

I have never encountered such treatment at any other HomeGoods or retail store, and I strongly believe that Kerri is bringing personal bias or unresolved emotions into her professional role. No customer—especially one who supports your business to this extent—should be subjected to such treatment.

I sincerely hope this issue will be taken seriously. I believe in HomeGoods and what it represents, and I would love to see every store reflect the same positive experience as the Bellevue branch. Thank you for taking the time to listen to my...

Had a terrifying experience at this store. A creep followed my friend and I through every single aisle, everywhere we turned there was this creepy watching us! Finally my friend got so scared she FaceTimed her husband. We switched through departments hoping he would stop following us, but nothing he had no shame. We were so scared we left our carts and went to our cars, to our horror this person followed us to my car. I thought this could be a human trafficking situation and decided to confront the creep but he ran behind the building. I went up to him and I was shocked to see him run inside to the employee room. I asked for a manager and the manager had no explanation as to why we were followed. Not to mention, in every retail store I worked, i was taught that following customers out the store even if you witnessed them steal, that it is a fireable offense. We had called the police because we were so scared, and it’s only then that the creep came out and told the cop he thought “we put something in our purse”. Which is bs. Even if the employee thought we were stealing he should have stopped us before we exited and confronted us, not scare us by following us to our cars. This was the scariest experience of our lives and wish this never happens to another customer. I wish the manager was trained enough to have comforted us and not allowed their employee to traumatize us in that way. I have no idea what about us gave the impression that we deserved to followed...

Dear Marshalls Customer Service,

I am writing to formally express my dissatisfaction with a recent return experience I had at your store in the United States. Last week, I purchased a blouse from your store, which I discovered had a design flaw with threads hanging from the sleeves and bottom hem. Despite the tag still attached and having the receipt, I was denied a refund by the store manager.

When I attempted to return the item, I was questioned about whether the blouse had been worn or washed, even though it was in its original condition. The manager also implied that the style of the blouse was not suitable for me and I shouldn’t of buy it , which I found to be inappropriate and discriminatory.

I felt that my concerns were not taken seriously, and I was not provided with the customer service I expected from Marshalls. This experience has left me feeling frustrated and disrespected.

I kindly request that you review this matter and provide guidance on how this issue can be resolved. I have always valued your store, and I hope that this matter can be addressed to prevent similar situations in the future.

Thank you for your attention to this...