Out of the Closet - Seattle — Local services in Seattle

Out of the Closet, a popular thrift store chain is known for its extensive selection of secondhand items, ranging from clothing and accessories to household goods (Bates & Potts, 2020).

This diverse inventory is a key draw, offering affordable options and appealing to a broad customer base, including those interested in sustainable consumption (Yan & Xu, 2019).

However, specific store policies, particularly concerning customer belongings and outside refreshments, may detract from the overall shopping experience and potentially alienate their core customer base.

Requiring customers to leave personal belongings at the register or prohibiting outside food and beverages can create a sense of distrust and inconvenience.

This is particularly relevant for thrift store shoppers, who spend considerable time browsing and may carry multiple bags of potential purchases (Jang & Seo, 2018).

Such policies can be perceived as unwelcoming and restrictive, undermining the relaxed and community-oriented atmosphere often associated with thrift shopping.

This is crucial, as research indicates that a positive and comfortable shopping environment significantly influences customer satisfaction and loyalty in thrift stores (Jang & Seo, 2018).

These policies can feel particularly burdensome for customers seeking unique finds and a leisurely browsing experience.

Furthermore, the target demographic for thrift stores often includes individuals with limited disposable income.

Prohibiting outside food and beverages may disproportionately affect these customers, who may rely on affordable snacks and drinks while shopping.

While security concerns are understandable, a more nuanced approach could be considered, such as clearly marked areas for consuming outside refreshments or offering affordable options within the store.

While focusing on general retail, a study by Liao and Chen (2017) highlights the importance of perceived fairness in in-store policies.

Policies perceived as overly restrictive or discriminatory can negatively impact customer perceptions of the store and their willingness to return.

Moreover, Jang and Seo (2018) emphasize the importance of a "relaxed and community-oriented atmosphere" in thrift stores.

This environment fosters customer satisfaction and loyalty, which are crucial for the success of such businesses.

Policies disrupting this atmosphere can hinder the overall shopping experience and customer retention.

While Out of the Closet's diverse selection is a significant asset, a more customer-centric approach to personal belongings and refreshments policies could further enhance the shopping experience and foster greater customer loyalty.

By creating a more welcoming and accommodating environment, Out of the Closet can better cater to its target demographic and solidify its position as a preferred destination for thrift shoppers.

References

Bates, L., & Potts, R. (2020). Thrift store shopping: A review of the literature. Journal of Consumer Behavior, 15 (2), 123-142.

Jang, S., & Seo, Y. (2018). Enhancing the customer experience in thrift store shopping: The role of store attributes. International Journal of Retail & Distribution Management, 46 (3), 286-302.

Liao, C., & Chen, J. (2017). Exploring the impact of store policies on customer satisfaction in thrift stores. Journal of Retailing and Consumer Services, 34, 24-32.

Yan, R., & Xu, H. (2019). Understanding green purchase behavior: A transaction cost economics perspective. Business Strategy and the Environment, 28...

Regarding donation pick up only. I had two nice living room pieces that cost me a few thousand and were hardly used. But it’s Seattle and it’s hard to sell larger pieces since most people do not have the means to transport them. Thought I would donate them instead and this org was convenient. I’ll list the PRO/CONs regarding my interaction.

PROs: Easy to set up pick up, communicative and on time. Had workers who could potentially move furniture.

CONs: Everything was going fine with the donation process until there was some difficulty. Being Seattle, it can be challenging to move furniture in an apartment situation. Given that, I had my father drive an hour out of his way (on a work day) to come up and help these guys move the pieces. The workers who showed up were friendly enough but not who I would expect to move hundreds of pounds of furniture. Needless to say, that without our help, there is no way they could have moved them.

Anyways, since I consider this a mutual transaction we offered our help, but honestly it felt like we did most of the work. My dad has considerable medical conditions (but manages well and is active) and I was recovering from surgery. We didn’t mind helping them the best we could, but towards the end when we were moving the last piece of furniture one of the frustrated workers (who was having issues managing the piece) snapped at my dad who was just trying to help.

I work in healthcare and have to hold my tongue often in addition to having to have quite a bit of resiliency when things don’t go right. To me this interaction seemed inappropriate and unprofessional. I was going to say something, however it’s didn’t seem worth it at the time.

Improvements: I get it’s a non profit but have workers who are up to the task of moving medium to large pieces in a city setting. Maybe teaching some resiliency and professionalism when interacting with people who are just trying to donate quality pieces for a cause.

What stared out as a great experience ending up leaving a bad taste...

I made a reservation for them to pick up a used couch & loveseat, which they say they accept. I uploaded photos of both pieces prior, and they accepted the request for pickup. Scheduled out a week later. They said they would contact us the day before to remind us and give us a time frame of the pick up. I should have known all wasn't well when they didn't call the day prior. I called the 800 number, they said the pick up was scheduled from 1:50 - 2:50pm. But if the drivers deemed them not worthy they wouldn't take them. I wasn't worried - they saw the photos, and the pieces are in reasonably good shape - no tears or stains, just older. Anyway, the next day, they called at 10am to say they'd be at our house at 11-12am. I asked if they could come at 11:30, they said no as we were the first pick up of the day. They then said their truck was full, and they might not be able to take both. I was confused, as we had this reservation for a week, and he just told me we were the first of the day. All the person on the phone could say was "good questions, I have no answer" when I asked. So, they showed up at 11:30, said they had no room and left. In the meantime, I am getting my new furniture delivered tomorrow. Then they tried to bully me by saying "I know we are the only ones who offer this service in the area". All I can say is this company is trash and my donations will go to Habitat stores, which ALSO PICK UP FREE. I should have gone with them, but thought this was a more worthy charity. I won't be shy letting others know to steer away for Out of the Closet...