ComplaintsforValue Village

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the following location today, October 13 ********* *************************************************************** The cashier switched a price on me (increased it!) for an item that was in the plastic section and DID NOT feel like any other material. She tapped on it with her nails and stated this is not plastic and proceeded peeling it off and intending to charge more.I chose not to take the item. She also separated two candles that were elasticized together and she said these were not together. I told her I found them together. She wouldnt accept that and proceeded separating them, I told her I dont want them. She said I can complain to a cashier if I want to. ???The first time I was there I was scanning my items, also used a paper bag. I was not done: I was checking zippers on a jacket when a cashier ran over and started tapping on the screen to charge me for the paper bag. I told him I wasnt done yet and he said he is just helping me to make sure I pay for for the paper bag. Rude service seems to be the normal at this location: please train your employees to do better.On top of finding items with original store prices still on and your team pricing them HIGHER, I am now subjected to price switching at the register? Value village used to have reasonable pricing and proper customer service.

  Business response

  10/14/2024

  Hello *****,

   

  Thank you for taking the time to write us and share your concern, we know that takes time and we appreciate it. We are sorry if this has caused you to have a less-than-pleasant visit.  Our stores receive approximately ***** ******* items daily, and our pricing teams work hard to price items accurately according to their quality and condition. If the cashier notices an item priced incorrectly (wrong code, department, etc.) they must have the item reevaluated.  
  
  We also encourage our customers to let a store manager know if they feel that an item is priced incorrectly, and they would be more than happy to reevaluate that item and adjust the price when necessary. At this time we are unable to provide post transaction cash adjustments. Please know we will share your feedback with our ********************** Team for review. Thank you for being a valued customer and we do hope to see you again soon. 

  
  Best,

  ***

  Savers/ Value Village/ Unique ************* Team

   

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *******, I went to Unique the thrift store located **************************** today.when I got to the self-checkout, the register screen froze. I called for an employee to help, and when she came over, she told me the price was incorrect and needed to be changed to a higher amount. I couldnt believe it. I asked to speak with the manager, hoping theyd honour the price on the tag as its required by federal and state law but the manager refused as well. Feeling incredibly frustrated and helpless, I even called the police around 1h55 pm but they told me they couldnt do anything and suggested after the y documented my call ,to file a complaint with the ***************************************************** instead. I I had to walk away without the shoes. . It just feels so unfair. And unlawful.

  Business response

  10/10/2024

  Hello *******,

   

  Thank you for taking the time to write us and share your concern, we know that takes time and we appreciate it. We are sorry if this has caused you to have a less-than-pleasant visit.  Our stores receive approximately ***** ******* items daily, and our pricing teams work hard to price items accurately according to their quality and condition. If the cashier notices an item priced incorrectly (wrong code, department, etc.) they must have the item reevaluated.  
  
  We also encourage our customers to let a store manager know if they feel that an item is priced incorrectly, and they would be more than happy to reevaluate that item and adjust the price when necessary. Please know we will share your feedback with our ********************** Team for review. Thank you for being a valued customer and we do hope to see you again soon. 

   

  Regards,

  Savers/ Value Village/ Unique

  Customer Care Team

  Customer response

  10/18/2024

  Dear **************** Team,

   

  Thank you for your response regarding my recent complaint about the pricing issue I encountered at your store. While I appreciate your acknowledgment of the concern, I would like to seek clarification on several points that are critical to this matter.

   

  Firstly, you mentioned that cashiers have the right to reevaluate prices when an item is priced incorrectly due to factors such as wrong codes or departments. However, I would like to understand whether cashiers also possess the authority to alter prices based on their personal discretion when they perceive an item to be incorrectly priced, even if it is not a case of a wrong code or significant pricing discrepancy. As per consumer protection laws, it is important to recognize that altering a price without just cause, especially if the item is marked clearly, may be deemed unlawful unless there is a substantial difference in the pricing (e.g., a $50 item mistakenly marked as $5,000).

   

  Additionally, I would like to inquire what guarantees are in place for customers to ensure that their time spent searching for items and proceeding to checkout is not undermined by the whims of cashiers. This situation raises concerns about the integrity of the purchasing process, as it is disheartening for a customer to be informed at the point of sale that they cannot purchase an item they have selected, which may be perceived as a personal judgment rather than a legitimate pricing issue. Such experiences can be humiliating and undermine the trust customers place in your store.

   

  I appreciate your attention to these matters and look forward to your prompt response to clarify these issues. Thank you for considering my concerns as a valued customer.

   

  Sincerely,

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have attached a written document that I've typed up with precise information about the event. Please see enclosed. Utopia ******

  Business response

  10/03/2024

  Hi Utopia,
  
        We are sorry to hear about your recent experience.  If you can kindly provide the store location/address, we will share your feedback with the management team that oversees the store for further review.
  
  Best Regards,
  Customer Care Value Village

  Customer response

  10/07/2024

  Hello, 

   

  In regard's to my complaint with the Value Village Store. As requested the store information is as follows; Store 3 located at 

  5604 Government Ritchie Highway

  Brooklyn Park, MD. 

   

  Please let me know if there’s any additional information needed. I can also be reached at 

  646-937-1480 
  
  Thank you, 

  U. Miller

  Business response

  10/10/2024

  Hi Utopia,

       Thank you for reaching out to us.  In checking in with the Brooklyn Park Value Village Store Manager, she stated that she contacted you and was able to address your concerns.  We apologize for any inconvenience and appreciate you being a valued customer. 

  Best Regards,

  Customer Care Manager Value Village

   

       

  Customer response

  10/10/2024

  No one has reached out to me from the company nor the location where the incident took place. I briefly spoke to someone the next business day, and was told someone will contact me. Still no contact or information regarding a resolution. 
  Complaint: 22372537
  
  I am rejecting this response because:
  
  Sincerely,
  
  Utopia Miller

  Business response

  10/11/2024

  Hello Utopia,

   

  Thank you for taking the time to write us and share your concern, we know that takes time and we appreciate it. We are sorry if this has caused you to have a less-than-pleasant visit.  Our stores receive approximately 8,000 -10,000 items daily, and our pricing teams work hard to price items accurately according to their quality and condition. If the cashier notices an item priced incorrectly (wrong code, department, etc.) they must have the item reevaluated.  
  
  We also encourage our customers to let a store manager know if they feel that an item is priced incorrectly, and they would be more than happy to reevaluate that item and adjust the price when necessary. Please know we will share your feedback with our Operational Management Team for review.

  Thank you for being a valued customer and we do hope to see you again soon. 

  Regards,

  Savers/Value village Customer Care Team

   

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, Thursday September 12, 2024. I was shopping at a ************ location. I spent two hours in the store, I found some items to purchase and I headed to the self check out. I used my ***** tap to pay to purchase my items. The computer/register was taking a long time to approve my payment. Out of no where the manager comes along and voids the second attempt to purchase the items. The store was almost closing. When I looked into my banking app, it said that the money had already been taken from my account. But the manager, *****, would not allow me to ask any questions, nor would she allow me to complete any sentences as I was trying to speak to her. She told me that I would have to leave without my purchased goods, without a receipt, without any kind of proof that I did not receive the merchandise that I had already paid for. When I tried to confront the manager about the obvious issues at hand, she interrupted me several times telling me that she voided the transaction. I have no proof that she voided any transaction, I have no way of proving that she refused to give me the merchandise I had already rendered payment for. She was rude, condescending, and lacked any proper customer service skills. So I left the store with no purchased goods, and less money than I had when I went into the store. She robbed me.

  Business response

  09/17/2024

  Hi ********,  thank you for reaching out to us.  We are sorry to hear about your recent experience.  In checking in with the ******* Savers Store Manager, she stated that she spoke with you in the store and was able to address your concerns.  We appreciate you being a valued customer and we look forward to seeing you again soon.
  
  Best ************************* Manager, ********************
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug 31 2024.I tried to purchase a pair of running shoes for my daughter. The tag said 9.99.I also tried to purchase a pair of sandles for my son the tag said *****.I proceed to self check out and the lady comes over and says no I don't agree with that price. She takes both items and comes back with different prices. The running shoes are now ***** and the boys sandles are *****.Why are they changing prices upon checkout?? I feel like.this is unjust and uncalled for.

  Business response

  09/03/2024

  Hi ****,
  
        We are sorry to hear about your recent experience.  If you can kindly provide the store location/address, we will share your feedback with the management team that oversees the store for further review.  Thank you.
  
  Best ************************* ********************
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just wrote in the explanation

  Business response

  09/03/2024

  Hi *********,
  
        We are sorry to hear about your recent experience.  If you can kindly provide the store location/address, we will share your feedback with the management team that oversees the store for further review.
  
  Best ************************* ********************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Wednesday, August 14, I purchased four items from the store totaling $51.46. That night I went to my daughters back to school social and had her clean out the car before we went. In the car was the receipt for the four items that I purchased from the store. Come Saturday, August 17 I go to exchange those items because those four items did not fit me. Since there are no fitting rooms in the store, I was unable to try them on in the store. I came in. I was able to show them the transaction on my phone from the 14th when I purchased the four said items and they still refused to let me exchange for some thing that would fit me. As a single mom with two kids I try to save where I can. So I then had four items that did not fit, and I was out $51. This is unacceptable. Bring back fitting rooms. COVID scare is long over. Or adjust your return policy for incidents like this. This is completely unacceptable.

  Business response

  08/19/2024

  Hi ********,

       Thank you for reaching out regarding your purchase experience. The Fairbanks Value Village Store Manager informed us that you were contacted today and you will be coming to the store this week to receive a store credit or refund.  We apologize for any inconvenience this has caused.  We appreciate you being a valued customer and look forward to seeing you again soon. 

       Have a nice day!
  

  Best Regards,
  Customer Care, Value Village

  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 28th I spent $324 at the store Every time I go into this business I either get following around or bugged at the tail the the customer service is rude and not inviting and every time I bring up to the manager that she tries to ban you or kicks me out of the ************ village on **************** 204 *********************************

  Business response

  07/08/2024

  Hi *****,

          Thank you for reaching out. We have shared your feedback with the management team that oversees the W. Edmonton Value Village Store.  The Store Manager indicated that the team members displayed professionalism and made every effort to assist you, but you were very angry and verbally abusive to our staff.  As a result, they have decided that you are not welcome to shop with us.  Thank you for your understanding.

  Best ***************************** ********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the last month and a half I have been trying to make an exchange for a purse I bought that ended up being a knock off in **** WA I went back in twice with no luck finding $100 of items in one stop. I begged manager and she gave me a 2 week extension, after this I thought I'd have luck at the ******* location, when a manager told me she didn't have to honor my extension. We went home and in order to not lose my $100 my husband went in buying a bunch of clothes while I was working... to buy us 2 more weeks at least- we went back into ******* location, I actually found pretty cool items equaling the $100 when we went to check out the lady said we were two days late and she couldn't help us. I begged her to ask her manager as my husband and I both work and our schedules clash and we must have confused the date- she came back and said he said if we were one day late he'd do it but not after two days. I ended up calling *************** and a nice manager said she'd work with me- but ****** is very far from us, we went when my husband got off work and with traffic we got there at 5:20 I again, could not find $100 of items and we drove there for nothing! This has been the biggest most hastle of my entire life!!! Give people an exchange card like goodwill!!!! What is this policy??? I see people walking out of value village stealing each time I visit, but god forbid a hard working person not be able to do an honest exchange for items I PAID for 2 days late? Come on have a heart! My husband works M-F I work Weekends- it's hard for us to get to value village as there aren't any local in my city! Imagine all the gas we've bought to do these failed exchanges! Stress and time! Please help!!

  Business response

  06/13/2024

  Hi ******,

  
      Thank you for reaching out regarding your purchase experience. We apologize for any inconvenience this has caused. The Kent ******************** Store Manager informed us that you were contacted and you will be coming to the store to receive an exchange and refund. We appreciate you being a valued customer. 

  Best *************************** ********************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the store off Marks/************ in *********, ** on 5/27/24 as I typically do on Mondays for the half off sale. I understand it's a busy day and they ALWAYS run out of carts. In which you catch someone leaving or walk with them to their car (which is unsafe and happens to me almost every visit) in order to get their cart. In this particular visit I walked in thinking I was grabbing a couple items and leaving so I didn't need a cart (famous last words). Well I eventually needed a cart and went to the checkout line to ask if someone would mind if I waited for them to checkout so I could take their cart to avoid following them to their car. A man didn't have an issue with it so when he went to the counter he tried to hand me the cart and an employee said no it goes to the people standing by the door. She then told me I needed to go stand over there and wait for a cart as well. I said okay, I'll take the cart with me over there and give it to someone (thinking I'm helping them out, no big deal). This lady by the name of ***** grabs the cart and starts making a huge deal and loudly saying "OHH NO YOU DON'T, I DON'T THINK SO" to which I calmly yet startled by her reaction repeat that I am going to give it to the person at the door. Again she YANKS the cart from me and starts calling for another employee while repeating herself OHH NO YOU DON'T, I DON'T THINK SO". I don't know what she thought I was gonna do run away with an empty cart? I asked for her name and she said "*****, make sure you tell them I'm a manager as well" as if that clears her of any wrongdoing and she goes unpunished? I didn't even say I was going to file a complaint but I guess she already knew that based on the customer service she provides? Maybe she gets complaints often and nothing happens? This whole experience was humiliating to be honest and I think she should be fired or seriously reprimanded.

  Business response

  06/03/2024

  Hi *********,  thank you for reaching out to us.  We are sorry to hear about your recent experience.  In checking in with the ********* Savers Store Manager, he stated that he contacted you and was able to address your concerns.  We apprecicate you being a valued customer and we look forward to seeing you again soon.
  
  Best ************************* Manager, ********************

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

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