Marshalls & HomeGoods — Local services in Town of Brookhaven

I have never been treated as poorly as I was in Marshalls, Stony Brook. I arrived before the store opened on Saturday morning to make a return from an online order. When the doors opened I was told to wait in the main line where they call customers up to a certain cashier. Other customers with returns began entering the store and walking up to cashiers and were assisted while I still waited on line. I walked up to the first cashier and was scolded and told that she was still counting her money in the register, so I moved down to where the other customers were being assisted. The cashier who scolded me then took the person standing behind me on the main line. At this point other customers realized I was being ignored and pointed it out to the manager, who said that she was not waiting on customers. When I made my return the cashier seemed suspicious that the items I ordered cost as much as they were marked, and she called over other workers to see if they felt the price I paid was correct. I'm not sure if she was implying that I stole, or was trying to switch an item, but three women huddled around speculating whether the Rae Dunn necklace I returned truly cost $19.99 (which it did). The cashier had extreme difficulty making a return from an online order and complained constantly that she needed to make new labels since it was an online order. I swiped my card and left, only to find on my credit card statement days later that the cashier did NOT issue a return and instead issued a purchase of the items!!!! Upon calling the store I was told I needed to come in for the refund. After 40 minutes on line while they tried to figure out how to issue the refund for now the actual refund AND the incorrect purchase, I left without any apology from the store or from the initial cashier, who was asked to issue one of the returns. I have never been treated so poorly and will never return. The low prices are not worth how the customers...

Very disappointing. We've been searching for weeks for the perfect rug to go with our living room. Had the opportunity to be on 347 today and finally! We found the perfect rug, only there was another woman there with her kids who was also admiring the rug. We got it first and the sales person "John" took it down for us, rolled it up and told us he would leave it in front behind the checkout counter for when we checked out. Little did we know that this woman also had him take down a rug and move it to the front. So.... we go to check out and this sales person placed our rug in the front, not behind the counter as he was supposed to but by the front door where it was accessible and unsecured. Seems that this woman with her kids in tow, went to the front , took the tag off our rug, removed my name tag, bought it, went and got it and walked out of the store. We were left with some crappy rug that she didn't really want just put it there to get to ours. So when all this is discovered all I get is blank open mouth stares from the management. Good job home goods. We went to the Port Jefferson location hoping to find another one like it and upon relating the story to the manager and sales people there I was told, "yea that's stony brook for you" Morale of the story, Stony brook Home...

I’ve been a loyal Marshalls shopper and a Marshalls Rewards Credit Card holder, but my most recent experience was frustrating and disappointing. I spent $500 on my last visit and went in for a simple even exchange, clearly letting the cashier know my intention. However, instead of processing it as an exchange, the money was refunded to the original card—which I didn’t have on me.

This led to 30 minutes of wasted time as I struggled to link my Marshalls card to my phone, only to realize it wasn’t possible. The store was hot, uncomfortable, and by that point, I was hungry and frustrated. Since they couldn’t resolve the issue, I had no choice but to purchase the items with a different card, meaning I now have to wait for the pending charge to drop and make another trip to a different Marshalls just to fix the mistake.

As a loyal rewards member, I expected better service and a smoother transaction process. This whole ordeal was completely avoidable and extremely inconvenient. Marshalls needs to improve its exchange policy and train employees better to handle simple requests without causing unnecessary stress...