Out of the Closet - Folsom — Local services in San Francisco

I wasn’t sure where to send this, so I’m submitting it here. I’ve been a regular shopper at your stores for over a decade—first at the Polk Street location, and now more frequently at the Folsom Street location since moving nearby. I know some of the staff by name and they know mine, including Marcy, and have appreciated the consistency and convenience—until recently.

There are two employees at the Folsom location whose behavior has created an increasingly uncomfortable shopping experience: Lorena and a woman I believe is named Tanisha.

Lorena repeatedly approaches me while I’m shopping, asking if I’m okay or if everything is going fine—usually multiple times in one visit. I don’t see her doing this with other customers, and it feels like she’s profiling me. Whether she assumes I’m unhoused or a shoplifter, I don’t know—but it’s uncomfortable, intrusive, and, at this point, feels like harassment. Everytime she asks my response clearly displays irritation I even told her it was annoying, and yet it continues. Sometimes I don’t even go in if I see her working.

That said, my bigger concern is with Tanisha. She has consistently displayed unprofessional behavior—loudly complaining on the floor, using inappropriate language, chatting with the female security guard about personal topics, and creating a chaotic atmosphere. But what happened today was especially upsetting.

An elderly man came in with a concern about his points not transferring. I don’t know the full details, but Tanisha’s response was flat-out disrespectful. She cut him off, refused to listen, and dismissed his concern by saying the manager would tell him the same thing anyway. She was short, condescending, and repeatedly announced—in front of other customers—that she was “done dealing with him” and that her coworkers would have to handle him from now on.

It was humiliating to watch. Everyone in the store was looking over, clearly uncomfortable. The whole atmosphere shifted—it put everyone on edge. Whatever the situation, that man was elderly, and he deserved basic respect.

What made it worse was how she turned on Lorena afterward, who, to her credit, had stepped in and calmly helped the man. Tanisha seemed angry that the issue got resolved and kept loudly insisting she wouldn’t “deal with this anymore.” I commend Lorena for her help—despite my issue with her—because she at least de-escalated the moment.

Even after the customer left, Tanisha continued sarcastically telling people, “I guess we just hand points out now,” mocking the situation loudly in front of everyone. It was petty and unprofessional.

Tanisha has been rude to me before, and I’ve seen her be inappropriate with others—including mocking a transgender friend of mine. This isn’t just a bad day or poor judgment. It’s a pattern. Her behavior brings down the entire environment. Frankly, she should not be working in customer service.

I’m only sharing this because I’ve been loyal to your stores for years and believe in the experience you aim to provide. But this situation needs to be addressed—before more customers are pushed away.

Oh ya also, your prices are getting to a point of ridiculous. This is supposed to be a thrift store for a good cause but I feel like you would make more if you lowered your prices as I frequently see the same things everytime I go in. There was a pair of sandals that had the tags on them for 12.00 your price 14.00 when bringing it to associates attention. She said she didn’t price things and asked if I still wanted it. Obviously I declined....

I love this place. I do. I go shopping here like four to five times a week and drop too much of my cash but I have never been no there and not found something I could not pass up.

That being said, there is an employee there who has an attitude problem so great I hav recently had to consider not patronizing the store any longer, as her pushy, juvenile actions and curt, hissed words make my visits uncomfortable and dark, when they used to be the highlight of my day.

In the past she has blatantly accused me of stealing... which I have never done... And this was after I had spent over 500 dollars at her checkout tbe day before on her register on a bike, some furniture, and an amazing collection of leather jackets. Every time she is working, she has something snide to say either to me or one of my friends, or as loud as she can about me and my friends to her mployees (oh yeah--she's a MANAGER) or, like yesterday, whizzing down the aisle I was flipping through the_shirts in only to find um over my foot with her vacuum. No excuse me, or pardon my innate clumsiness.... But I got a "didn't you see me coming?" which I ignored, so she followed up with a threat to kick me out of the store if I didn't move and let her sweep the VERY SPOT where I was standing. Incredible. I have seen her berate customers on numerous occasion.... But never once have I seem her help or listen to anyone. Abd I've been patronizing the store for over 8 years now.

It's a shame that she is the managing force of such an incredible charity, as she is forcing customers like me to chose not to put myself or my money in situations with people who have nothing but negative, mean, or...

(Pathetic response from the simpleton 'owner' was expected like all their other responses to reviews. The fact this store let $10k+ worth of profit go to Landfill says it is NOT a legit non-profit doing good for our community. Read full review before shopping/donating here)

What an awful organization. And so much lost potential. Husband and I moving to Palm Springs. No exaggeration when I state that I had clothes that could be resold for $1k’s. I mean one suit I was donating alone I paid $3k for 3 years ago. But bagged up 8 large bags (30 gallon) full of name brand clothes, many with tags still on them from Diesel, Prada, Zenga and Swiss, Nordstroms etc..

Out of the Closet response; “Sorry. We won’t pick up clothes”. I explained that this was too much to even fit in the back of my car. They don’t care.

So I called 800-Junk and they will come get it next week. Yes, it will be thrown away in a landfill cause I don’t have the time to make 4 trips across the city.

It’s no loss of mine, but sad that a non-profit is so picky they are willing to throw away what could’ve easily made them $10k+. Out of words on this one but hey, good job looking out for the community you say you support. You essentially are “too good” for $10k+. Good job. Should be proud of yourself.

My opinion; Don’t donate here. They are really not trying to be a good non-profit. They don’t support a community in a way...