Marshalls — Local services in Lakewood

I have mixed feelings about my experience here. The store was nice, they have a great selection for home items which is what I mainly went in for. The lady in the fitting room area was nice she asked if we needed help and was very friendly. She asked probing questions about what we were shopping for to see how she could help (I was shopping for a hang bag). Since that was our first contact with an associate in the store, my husband and I felt welcomed and looked forward to the rest of our shopping experience. However, that quickly changed as soon as we started looking at the clothes. I honestly don’t know what it was about our behavior that made loss prevention think that we were shoplifting but the rest of our experience was beyond uncomfortable. We were in the kitchen organization area, which is in a corner of the store, so I’m not sure if that was what made them think we looked suspicious but it was right after that when when we started being followed. I love shopping for home organization items and so I tend to spend a lot of time in that part of the store. We began to be followed even when we went to the intimates area lol like what? I was hoping to find a strapless bra and immediately a guy from loss prevention was there within seconds trying to look like a customer “shopping” except he was frantically going through BRAS and staring at me and my husband shop lmao at that point I felt super uncomfortable and judged because this guy was seriously obvious about watching us and to make everything worse we got followed all the way to the registers. This was our first time inside a Marshall’s and I can confidently say that I will never shop there again. I laugh about it as I’m writing this because I’m choosing to just find their actions hilarious but that doesn’t change how off putting and uncomfortable we were made to feel. I almost felt like I was wasting my money as we were paying...

Today I was humiliated by several staff and then ultimately by the store manager David B. I am a regular shopper at this particular Marshall’s and have never received the best customer service but this is crazy.

I brought in a jacket that I purchased about 3 wks earlier for a return- stitching on the cuff had come undone and many seams were frayed. I was told that the jacket was “filthy”, one head associate (late 20’s long brown hair) even laughed & brought over another associate to look at the jacket just to be cruel. The girl who was checking me out was silent the entire time, obviously embarrassed by the behavior of these women. The woman in charge (older Asian woman) finally came over and told the girl “we’ll take care of this.”, saying nothing to me and then walking away. I waited a few minutes, which seemed like forever with a long line of people behind me waiting and within ears reach. I was trying to hold back tears from embarrassment at whatbthese women said and how they were making a scene. Finally, the manager John B. walks up after chatting with the head associate & tells me that they do not take back worn or dirty merchandise. I told him it had not been worn & was not dirty. I tried to show him the frayed threads and he stopped me and said it is a manufacture defect and I need to call the company. I started crying from embarrassment and repeated again that it wasn’t worn. He refused to even look...

On Thursday June 5, 2025 I was in line at this location at 7:30, and while I was still in line and more customers shopped and were lining up behind me. When I got in line there were 3 cashiers, suddenly when it would have been my turn, the cashier looked at me, turned off her light and walked away, leaving myself and others in line, where I had to wait 6 more minutes to be helped. There were at least 5 floor employees and a staff person who appeared to be a manager or lead behind the registers for assistance but not ringing anyone out. It was frustrating to see how little customer service is provided, the lines should be the priority. When I worked in retail as soon at there was 3 people (including the 1 being helped) were in line, a back up cashier was called, and all cashiers stayed open until the line was cleared. I have never been somewhere when a register was closed and the employee walked away, without another register...