ComplaintsforValue Village

• 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

  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a computer monitor, which was not working. I returned the next day with the receipt, and they would not exchange it due to the fact that I had removed a sticker which was glued to the screen.

  Business response

  03/13/2024

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

  Customer response

  03/13/2024

   
  Complaint: 21416126
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday Feb 25 th Feb went to value village and on request I was given *** size bag to fit in 0-3 months clothes , all clothes were filled from that shelf and it was unnoticed that one of romper had a tag with price . The manager name ***** he emptied the bag and started shouting how this tag was not seen and you have to give an explanation, not noticing that other people around were also present . Also he accused that that the prices on few of the clothes were not marked correct and that you can leave else I will call Police.He was very disrespectful to me , I work in the hospital as a health care giver living for more than 20 years ********************** services to patients during COVID thru out .As a Professional I do not expect such an illiterate language from the person claiming as manager.I do not agree how he behaved that was totally disrespectful rude and utter nonsense.Looking forward to have your response.I did not pay anything but had to fit in 30$ in order to complete this application .Thanks

  Business response

  03/06/2024

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

  Customer response

  03/07/2024

  Hi there,

   

  Thank you for your prompt response.

  Your support and patience is much appreciated.

  Though its not clear on my side what options have been offered regarding the case.

   My concerns are about the

  attitude and behaviour of the People working in your business.

  Again I feel very dissatisfied and disrespected about the treatment at your business place.

  The employees and other staff should be well informed about dealing with the situation.

   

   

  Kind Regards

  Dr ****

  
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a Value Village at University Place. I was looking to purchase ****** and asked about changing rooms. The associate I spoke with said they offer 14 day exchanges in place of changing rooms, and that I could return them at any location. So I purchased the pants and went home to try them on. Not a single one fit, and I promptly drove to my closest Value Village to return them. I was promptly told by a manager that they only offer in store exchange as per company policy, and that I would need to find other items to exchange with. I went around the store to find replacements, but almost nothing was within my size range. I finally found some pieces, exchanged them, and drove home. Again, almost nothing fit. I have no issue with the locations or the employees involved, but frankly, this policy is an embarrassment and poor reflection of how a company should operate. Many folks do not have the choice to buy from anywhere other than thrift stores, and frankly, if you are not giving them the space and dignity to try on the clothes in store, you are denying them dignity and denying them access to properly fitting clothes, which is a necessity, not a luxury.

  Business response

  03/14/2024

  Hi *****,

            We are sorry to hear about your recent experience.  We have shared your feedback with the team that oversees the ************************** Manager has left you a message but unfortunately has not heard back.  At your convenience, please contact the Store Manager at ************** for further assistance with your store visit.

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing a pair of jeans at value village and not being able to try them on because they have removed their change rooms, I was told I could bring them back if they are the wrong size. I wrongfully assumed that meant I could return them. As it turns out they only allow exchanges on clothing items for 14 days. This does not seem like adequate remedy as you are never able to know if the garments fit. Which means if your purchase them your money is now tied to their store no matter what. This practice may be legal but is unacceptable in practise and feels like financial entrapment.

  Business response

  03/01/2024

  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.
  
  Best ************************* ********************
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, February 28, 2024, I attempted to exchange some clothing items I had purchased approximately four days prior (the clothes didn't fit) at the same Value Village at which I purchased them (on ************************************************************************************************************). The receipt ****** only exchanges are allowed (not returns) and the exchange has to happen within 7 days of purchase. I left work early to make the exchange within the limited time period consumers are given. When I got to Value Village, I was told they don't take exchanges on half-off days and that this was apparently a half-off day.Nowhere on the receipt does it state this. I can't find anywhere this limitation is posted. I wasted my time and gas and now have to find a time I can exchange the clothing items in the next day or two so I'm within the seven-day window. This is ridiculously restrictive considering there are still no changing rooms available. After this exchange, I don't intend to shop at value village anymore. They obviously don't care about the consumer, so I'll save my dollars for thrift stores that do.

  Business response

  02/29/2024

  Hi ******,

     We wanted to let you know that the Value Village store located at ************************************************************************************************************ is not one of our Value Village Thrift Stores. We are not affiliated with the Value Village stores in *******.  When you have a moment, please visit their website at www.valuevillageatlanta.com to find their contact information. 

  Best Regards,

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

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was looking to purchase a pair of shoes, unfortunately the pair of shoes had a sticker that wasn't applied properly. The person at the till noticed this and requested a re price of the item. This led to the shoes originally priced at $15 now being priced at $50

  Business response

  02/22/2024

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩