Marshalls

Kate

I had a very pleasant consumer experience at this store with a staff named Dani. She was friendly and communicated with me in my preferred method that I used (ex. paper/pen and gesture). Dani helped answer some questions regarding an item I was trying to locate at their store(s). Thank you for being so helpful and friendly, I appreciate it! 

  • Makes Eye Contact
  • Positive Attitude
  • Well Lit Environment
  • Pen and Paper Available
  • Willingness to Gesture

Kate

I've debated on whether to leave a review or not about my recent experience. I stopped by to return an item & browse afterwards. The young female staff mistakenly charged my gift card for the return item instead of refunding the amount to me. I tried to explain via paper/pen but she was confused about what happened. After some time, it was refunded to me for that mistake. However, I was still owed the original amount from earlier. She didn't understand this (of how I was charged twice for one item) and was having problems with the cash register.

The supervisor on duty came over & I politely explained about the situation and asked if she could help us via paper. They spoke with each other & it appeared that there was still some confusion of this situation because there were many receipts from the young female staff trying to correct it. So I pointed to the original receipt from days earlier with the recent one from that night to corroborate with what happened. The supervisor abruptly held her palm up near my face and didn't appear to want to interact with me even if she was the one on duty who could help us. Finally got it sorted out. It was a common error that almost anyone could make so I just wanted to help the young female staff. She appeared uncomfortable with this supervisor on duty and I didn't want to make things worse. 

What bothered me the most was this supervisor's attitude and approach with me. I browsed a bit to take my mind off it, but I couldn't stop thinking about it. I left feeling really disturbed and a bit sicken of how I was treated as a Deaf consumer by this middle-aged supervisor on duty (Barb). You never apologized for the inconvenience and you were rude to me by holding your hand palm up like that when I was polite and trying to communicate with you two. That's poor customer service and it's even more appalling coming from a supervisor on duty who is supposed to be a good example for their employees under them. You failed to demonstrate this perfect opportunity of how to interact with a Deaf consumer in front of this young female staff who might encounter future Deaf and Hard of Hearing consumers. 

  • Well Lit Environment

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