Goodwill — Local services in La Porte

0/5 Stars - Urgent Need for Change in Management*

My experiences with Celeste Serrano, the current manager, have led me to conclude that her leadership style is detrimental to customer satisfaction, employee morale, and ultimately, the company's growth. I strongly believe that Celeste's dismissal from her position is necessary for the company to thrive.

Treatment of Customers:

Dismissive and unresponsive to concerns and feedback Fails to listen actively and empathetically to customer needs Unwilling to resolve issues promptly and fairly Displays a lack of transparency and accountability . Displays hostility and aggressive behavior towards customers when challenged about prices, etc..

Treatment of Employees:

Publicly belittles and humiliates staff members Fosters a culture of fear, not respect Provides unconstructive feedback that stifles growth Shows favoritism and unfair treatment

Impact on Customer Satisfaction:

Consistently low customer satisfaction ratings High turnover rate among customers Negative word-of-mouth and online reviews Missed opportunities for growth and loyalty

Celeste's management style has created a toxic environment that drives away customers and talent. To restore trust and drive growth, I urge the company to:

Remove Celeste from her position immediately Conduct a thorough investigation into her management practices Develop and implement a new leadership strategy that prioritizes empathy, transparency, and employee growth Invest in customer service training and quality control measures

Only by taking these steps can the company hope to recover from the damage caused by Celeste's leadership and build a brighter future for its customers...

Strange location. The employees get upset when they have to help carry furniture out to your car. When I was there last, a young man told me that he doesn’t get tips for carry outs but he has to do them and he sounded pretty annoyed he had to help me. The younger employees also aren’t very friendly and just loiter an hour before close and sit around together talking. They also hate wrapping glass and made sure I knew that by saying it many times, because I was buying glass. A minute after close time as I was leaving, one of the young female employees thought it would be funny to go on the intercoms and announce that we were passed closed hours and everyone should be out of the store while looking right at me and causing everyone to laugh. After a few guys helped me out, I went to return the cart inside and was locked out. It was 7:03 pm. They close at seven. All around I was treated like they didn’t want me there and as if I was very below them for shopping there. This location in particular has a lot of entitled spoiled kids working there so beware: you’re not going to be treated like you’re anything but an old inconvenience. Won’t come back. I refuse to be humiliated...

We dropped off boxes of most of the contents of our recently deceased grandmother’s house. During this very difficult process, we accidentally dropped off a family member’s prescription glasses. Within a couple hours we called goodwill to let them know. Shelby, the manager, said that everything had already been processed and we’d have to come in and buy them. We said no problem, we’ll pay whatever, but please take them off the floor so no one else buys them. She refused. When the glasses owner arrived at goodwill they found that in fact the glasses were not on the floor but we’re still in back and they wouldn’t be allowed back there to look through things. They wanted to know what was in the boxes, which as I said before was most of the contents of our dead grandmother’s house. I could in no way pinpoint what that could possibly be. I cannot believe you don’t have any processes in place to manage this situation...when someone notifies you within hours of a donation that they are accidentally sent something that wasn’t meant to be donated. We didn’t even care if we had to pay for it! We won’t be doing this business with...