Marshalls — Local services in Pinellas Park

Poor customer relations/poor in-store experience with leadership. I was advised on 6/2/25 that Manager Janelle Cato would reach out regarding my concerns and she did not.

I am an avid shopper at Marshalls, I visit at least 1-3x per week. In the last week I shopped at the St Pinellas Park #100252 store making multiple purchases Monday, Thursday and Friday. Until recently I have typically had a pleasant shopping experience and friendly associate interactions. On Sunday, 6/1/25 When I started to look through my shopping hauls I noticed one item purchased from the Pinellas Park location #100252 still had the security tag on the pants. I always elect digital receipt option and thought there shouldn’t be any issue with having them remove the item. The associate at the desk was very friendly and helpful with researching the receipts, we could not locate the item. She called the Supervisor Bree to the counter. I purchased several items and received several digital receipts on the same day. One of the items purchased did not show up on in 1 of 3 receipts for items purchased, was not charged correctly by the associate. When I brought it to the attention of Bree the store supervisor attention she was less than helpful, accusatory, condescending, offered no apology at all for the discrepancy or inconvenience and was all too adamant that the burden of proof was left to me and refused to remove the store alarm even after I traveled home and back to the store with other purchased items to prove that I had made the purchases at PPK Marshalls. Specifically, I brought back to the store the other pants I purchased from the same department/similar style, it’s a good thing that I had not removed any tags.I inquired if she could pull footage from the purchase as I did not bag my own items her associate did. She stated, "I cant tell you that“, I asked her if she could tell me about one item from one the four receipts from separate purchases I could not identify as something I had on my person she stated "she could not look up the item" although the item’s skew number and description was listed. I was advised that at this point the items will not be taken back from me but also she would not be removing the security tag so as to say, I can keep the item but I will not enjoy or perhaps it would be a keepsake since I can not possibly wear it with the tag in place. On 6/2/25 Bree stated that she was able to "track“ down what happened at the point of sale. By "track" down it was evident to me that she watched a video that showed the associate handling the item in question with another item of similar fashion, only ringing 1 of the items before rolling them up together and placing in my bag with other purchases. She stated that it was the associates fault however, still, offered no apology for the inconvenience caused, or take ownership of what happened only advised me that I can keep said item or come in to pay to have the sensor removed. I requested again to have the store manager contact me, this has yet to be done. Kindly, no worries, no need to shop this location at all.

-Update - I was invited to come to Marshall’s on 6/6 by store Manager Janelle Cato. She was very helpful and expressed her apologies regarding the handling of the situation. Janelle advised that her team is aware of her standards for customer relations and communication; as she holds these in high regard. She was able to swiftly resolve the issue, remove the security sensor and invited me to continue shopping at her location. She also advised that she spoke with the Asst Mgr regarding conflict resolution. Hopefully, this helps to prevent future customer escalation...

First things first they deserve NO stars in my book but in order to post I had to rate it! So tonight around 8ish I went to Marshalls with my husband and two children. My husband was checking out a pair of shoes and talking to, two employees about lowering the price as he reached inside the shoes to removed the paper inside a bag of needles fell out of the shoe in front of the employees. Who were claiming the shoes hadn't been returned when we knew they had because they had scuff marks and the bottom of the shoes were dirty from red chalk. Which means they were wore outside of the store. Which is why they had already knocked $4 off the price and all we were asking was for them to lower it $5 more dollars making it a even $40 because of the scuff marks. That was before the bag of needle fell out one of the shoes and stabbed my husband before he tried them on! So they claimed they couldn't sell us the shoes now. Mind you they were the only pair in the store as well as the only pair of size 13 mens shoes that my husband fit and liked. So the lowered them to $35 and kept them at the from of the store while we continued to shop around my husband then realizes his finger was bleeding so we check out ask the cashier for a band aid and alcohol whip for his finger. Then we walk out I go back in to tell the manager my husband was bleeding and we wanted a number to contact someone. He trys to say my husband isn't bleeding and if he is we need to call it in. Well my mother worked for Marshalls for about 7yrs and she said things like they are suppose to be called in and put in as a incident report so right there shows they were not planning on calling it in until he was bleeding, and they never asked if he was ok. Very unprofessional! Also why were the shoes not checked before being put back on the shelf. They said they were just returned earlier that day and already on the shelf hours later! How disturbing! Very disappointed in the management and why things went down. Also we never got a phone...

Short red dyed hair older lady has an attitude problem. It’s not my fault the email that Marshalls sends is dark so she can’t scan it. And then she asked me to put my card in to get the money back, but I paid cash. So I said sorry I don’t have a card I paid cash. You would've thought I asked her for the money back in penny’s or something because she let out the biggest sigh because she didn’t read the receipt and saw I paid cash and slapped the button on the machine in front of me to open the register. Then handed me the cash with the biggest frown ever. Ma’am this isn’t your money or item how was this ruining your day? Literally my kids helped the other worker out away carts so I don’t understand the attitude??I can say the shorter dark hair glasses manager was a nice lady and did not give me any concern or issues. I was going to replace the item I had to return but I rather just go to target than to look or deal with her grumpy self again to check...