stah_chica (stah_chica) wrote in bad_service,

Bad Service at Marshall's

This wasn't horrible service, but it was definitely annoying.

My friend and I were at Marshall's looking for stuff for a costume we want to make since we plan on dressing up for Halloween this year. I came across a skirt that was perfect but I couldn't afford at that very moment, so I started looking over the layaway plan that was posted above the customer service desk. The skirt was only $30, I just didn't have it on me at the time, so I didn't know if that was enough to do a layaway on. It didn't specify that on the sign so I decided to ask the clerk at the customer service desk. She was rifling through some papers and obviously doing something and there was no one else in line. I walked up to the desk and waited to be acknowledged. About a minute went by before she said anything, she motioned to a man that was now beside me and began taking his things, which was when she finally spoke to me "I'm pulling from the line you need to get in the back of the line." Before I could respond, she realized I wasn't trying to get rung up "Oh, you have a question. That's fine." I asked about the layaway and she said that it was fine if I did it with the skirt. Now by reading this it doesn't sound like she did anything wrong, but she was pretty unpleasant throughout the whole conversation and it would've been nice to have been acknowledged by a "I'll be with you in one moment" rather than a "You need to get in the back of the line". Whatever.

So I go to the layaway desk that's in the back of the store. There's no one there so I wait a couple minutes. I tried coughing, I tried saying "Hello" so that if someone was in the back and didn't realize, they would know someone was at the desk. Finally, I see an employee and tell them there's no one at the layaway desk. She says she'll get someone. 2 pages and 5 minutes later Denese(A Customer Service Manager) shows up. As she's doing the procedures for the layaway I notice a hole in the skirt, it can be easily fixed but considering it's a brand new skirt, I'd rather not get it with a hole in it. I inquire if there's a discount since the skirt has a hole in it. Denese curtly replies "They give the discount at the time you pick up the skirt." I ask her if she'd be able to guesstimate how much they'd take off for something like that, because if they're not willing to take anything off, I obviously don't want to buy a damaged skirt. "No" she says. Okay, considering she's the CS manager, I think she could've went about this a different way but whatever. My friend comes back with another skirt, which also has a hole! At least it's a smaller hole, but a hole none the less. She wrote something on the tag telling them to check the skirt when I come to pay for it.

Something else should be noted here. There is a $5 non-refundable service charge for layaway. If you decide not to complete your layaway there is another $5 fee for this. Don't you think it makes sense for someone to want to know if they'll get a price adjustment on a damaged item before they enter into this layaway plan? In the end I did end up putting the skirt on layaway because it was perfect for what I needed it for. However, the whole experience left me with a bad taste in my mouth.

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