ComplaintsforValue 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,
  
  *********************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the store two weeks to purchase some items. I normal go on a regular basis , I pick up a pair of converse and three more item . The cashier said the shoes cost more. The cashier call the Manager ******* and told her what happened. This is not the first time they insult me that I changed price tag When ever they said it's not the right tag I always said it's okay, I will pay for the item and leave the store. This particular day. ******* grabbed the stuff from my hands saying I'm not buy nothing and I should leave the store if she will call the Police. I didn't steal anything, she told me that I am band from the store I try calling their *********** and no reply. I am looking forward to continued to shop their . I donate every Sunday. This is not fair.

  Business response

  05/22/2024

  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. 

   

  Best,

  Savers/ Value Village/ Unique Customer Care

• Initial Complaint

  05/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into the Value Village in ******* to buy pants and shorts last week. It has been a while since I have been in the store. I realized there's no changing rooms when I asked a store employee if there are any changing rooms they said they were taken out during Covid Since Covid is over I think its time for the stores to bring back the changing rooms. People need a place to try on Clothes. its not fair to have to buy clothes not knowing if there going to fit or not When i was in the store numerous people were upset as well that there weren't any changing rooms. I decide to try on a pair of shorts i really liked in the middle of the aisle, a lady walking buy didn't like I was standing there in my underwear trying on these shorts and told me I shouldn't be doing this here its not appropriate and I told her there's no where else for me to do this since they store doesn't have changing rooms and i saw her walk over to tell a store employee about me I have spent alot of money in value village for the years please bring back the dressing rooms all your customers will appreciate it

  Business response

  05/15/2024

  Hello *******,

   

  Thank you for sharing your concern - your feedback is essential to us. Fitting rooms were initially closed due to COVID-19 since then the decision was made to have fitting rooms removed permanently to open space and offer a more comprehensive selection of merchandise while balancing the maintenance of items and the cleanliness of our stores. Our store management may extend an exchange timeline if you need more time to try on clothes or shoes. We take all customer comments into account and leadership teams review feedback routinely.

  Kind Regards,

  Savers/Value Village/ Unique/2Ave Customer Care Team

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a request for further investigation around the policies for employees who have concerns about customers during sales transactions and the follow-up regarding it. The most concerning part of this current policy appears to highlight employees' implicit/unconscious biases toward customers. I was in a self-checkout line working on processing my purchase. I had received an email for a discount that I wanted to use as a part of being a club member. I did not realize the coupon had expired. So the system alerted a store employee to help me. Reasonable. The employee, *****, helped me cancel the mistake. Then immediately after, ***** returned to my station to take one of my items off the transaction system. When she did so, she did not acknowledge or communicate with me about her concerns. She walks over to another employee with my item, (I found out later) the manager, ****. I was then told by the manager, ****, who was standing diagonal to me at another system, that the item could not be sold because of concerns that the price tag had been switched. I was extremely embarrassed this was not communicated to me more privately. I understand 'tag switching' is not tolerated, and I did not do so, in every effort, I attempted to communicate this when I responded. But it seemed with little to no success. I still needed to finish my transaction and asked ***** for help processing my additional purchases so I would not make another mistake. Instead, I was told to go to another self-help transaction system. Fortunately, another employee was kind enough to help me at my current station. While working with him on processing my other items, I overheard, the manager, ****, complaining to another customer about how I had responded to her. She made no effort to communicate with me through this and made no effort to help me problem-solve the situation. After this interaction, I am weary of returning.

  Business response

  04/08/2024

  Hi ****,  t**** you for reaching out regarding your store experience. In checking in with the *********** Value Village Store Manager, she stated that she 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 Regards,

  Customer Care Manager, ********************

   
  

  
  

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My friend and I bought a few pairs of pants. Since there are NO change rooms we were not able to know if the pants fit. Some of the pants did not fit. As a result, we need to return them. We were then told that they do NOT provide store credit, instead you must find an item to exchange on the spot. Since this is a second hand store with no reliable inventory, this is absolutely unacceptable. In addition, the item must be exchanged within 14 days. This then means that in ********************************************************************************** order to complete an exchange. If they are going to have such a ludicrous return policy, then changing rooms are necessary, or vice versa. I can understand not providing refunds. I personally find it bad service to not provide a refund but that is just my opinion. However, to not provide store credit is objectively outrageous. Especially after withholding the opportunity to try on the items.

  Business response

  04/01/2024

  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 and have a nice day.
  
  Best ************************* ********************

  Customer response

  04/01/2024

   
  Complaint: 21508660
  
  I am rejecting this response because:

  
  Your return policy is made by head office as stated by the store itself. This is not a store problem, this is a head office problem. Im not interested in providing feedback to any specific store management. I am looking for a refund or store credit.
  
  Sincerely,
  
  ***************************

  Customer response

  04/04/2024

  Hello, I am confused. Is there no follow up now? I did say I was NOT satisfied and my understanding is that the BBB is a facilitator for resolution and mediates the discussion. My concern was NOT answeredit is incorrect to say it was. Nowhere in the response from the business did they answer any of my complaint or concern, which is why I was NOT satisfied. Marking this as answered is not an accurate assessment. I am still in need of a resolution. 
  

  Thank you. 

  Customer response

  04/05/2024

  Sorry, I didnt send a location because I wasnt sure which location was needed, as this was a problem at every Value Village, thus the specific location is irrelevant and a distraction from the point. 
  That being said, please see below. 
  
  The store we bought the initial set of pants and initially tried to return them to was:

  ****************************br>********* ** V3K 6V3
  

  Another store we unsuccessfully tried to get store credit at was:

  *************************
  ********* ** V3E 1K9
  

  Another store we unsuccessfully tried to get store credit at was:

  ****************************************************************
  

  Business response

  04/08/2024

  Hi Abby,   

       Thank you for reaching out regarding your purchase experience. We apologize for the inconvenience.  In checking in with the South ********* Value Village  Store Manager, they informed us that you received a refund for your purchase. We appreciate you being a valued customer and look forward to seeing you again soon.

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/20/2024 I had purchased a sport jacket at the Savers store in *********, **. When i got it home and took it out of the bag, the price tag had come off the garment. I re attached the price tag with some thread, as the original plastic that held the price tag had broken. I decided to return the jacket as it did not match other clothing that i had intended it for. Savers does not give purchase price credit. They do have an exchange policy where you can return an item in return for payment on other items you purchase. I had purchased several other items today, 3/22/2024 and wanted credit for the jacket i had returned. The clerk looked at the tag with the thread I had used to re attach the tag. She ripped off the tag and said, "this is not how we attach price tags on our garments? I told her that I was aware of that and explained that the original plastic had broken and I had to re attach the tag with string. She refused to give me credit for the returned jacket. It is the store policy to accept returns as credit to other purchases.The female clerk was rude and would not even consider the exchange. I want the ***********. to enforce the Savers store policy that they publicly state. "They offer exchange credit of purchased items toward new purchases". The clerk was blatantly rude, disrespectful and not in compliance with the store policy. I want the store policy enforced not only for myself but also for the protection of other consumers.

  Business response

  03/24/2024

  Hi ****,   Thank you for reaching out regarding your purchase experience. We apologize for the inconvenience.  In checking in with the ********* Savers Store Manager, they informed us that you received a refund for your purchase. We appreciate you being a valued customer and look forward to seeing you again soon.

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

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15 2024 I visited the Value Village location at ************ in Etobicoke. At check out when i scanned my items an employee came over and looked at my items ( three pairs of shoes) and simply said the prices are too low these arent the right tags without any explanation he grabbed the items and went to reprice than at a much higher price!! He was heavily implying that I have tag swapped which i have never ever done. He was super rude and seriously no customer service skills. I am so disappointed in being accused of something i have not done and disappointed by the fact this employee repriced my already scanned items at a higher price because he thought "it was too low" this is absolutely disgusting.

  Business response

  03/28/2024

  Hi *******,

             We are sorry to hear about your recent experience.  We have shared your feedback with the management team that oversees the Rexdale Value Village Store.  The Store Manager has left a phone message and email with you but unfortunately has not heard back.   At your convenience, please contact the Store Manager at ************ for further assistance with your request.  We appreciate you being a valued customer. 

  Best Regards, 

  Customer Care ********************

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a king ****** set (according to the tag) about 10 days ago. When I got home and tried to put it on our bed, it wasnt even close to a king.On Friday, March 15, 2024 I tried to return/exchange it and I was told that they didnt do returns or exchanges on bedding. I said the only reason for my return was that they had tagged it wrong and it was the wrong size, so not usable in this situation. Their response was to donate it. To me this is completely unacceptable. This location, on several occasions has charged me prices higher than the original and I have not reported it. In this situation, they are basically robbing customers and getting double on an item that was donated for free. When it is clearly their error there should be accountability for them to solve the issue. More and more this business is becoming untrustworthy and taking advantage of their customers.

  Business response

  03/20/2024

  Hi ******,

       Thank you for reaching out regarding your purchase experience. The West ****** Value Village Store Manager informed us that you were contacted and you will be coming to the store to receive a refund or an exchange.  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,

  Value Village Customer Care

  
  

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