Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a formal complaint that I wish to file and also that this will be the first and last last time I will ever shop in any Value Village. I was at the store on ******************************************** May 1st 2024 to purchase a wedding dress . Being My first time I asked both the store clerk and the checkout assistant if the dress does not fit if I can bring it back, since a fitting room was not provided. I was assured my money will be refunded back if I return it within 7 days with the price tag intact on the dress. I tried it the next day 5/2 and it did not fit, I took it back 5/3. To my surprise the Manager pointed out to a sign that is way far left top corner of the wall of the store and said that they cannot refund my money but they will issue me a store credit , that I must use that day only valid for that day, I cannot return another day to use the store credit. This is ludicrous, they kept my money $47.82 as they did not have another wedding dress of my size..This is not how to treat customers. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund. I was given a number to call that somebody will reach out to me within 48hours, no one did. I went online and found a customer service for *********************************************, after 3 days they told me that they do not service the store where I bought the dress from. This is a very bad practice and I'm very disappointed .I have never heard where a store credit expires the same day it was issued ,and they decided to keep my money because they misled me by saying they will refund my money as long as I return it within 7 days, They kept the wedding dress and my money.

  Business Response

  Date: 05/09/2024

  Hi ********,

  
       Thank you very much for taking the time to reach out to us. Please know that the store that you mentioned 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 ************************* Manager, *********************************************

  Customer Answer

  Date: 05/09/2024

  I have attached additional information of the emails that I sent since 5/3 and the responses I have received from Value Village customer care

  ******************************   was contacted 5/8 No response yet, Contact location does not have Gainsviille Ga listed, see attached pdft, I just selected  Atlanta (*****************)., ps see attached document
  

  This is the number ************ I was given by the checkout assistant on 5/3, I called I was told to leave a voice message and to remain in the store someone will call back, within 45mins, no one did, then I called again  to leave a voice message, that said they will respond with 48hours , again no one called me back,I have attached the phone call ,pls see attached document

  *******
  from Savers| Unique| Value Village| ************* Responded on 5/7 and said she will forward information to the store manager,please see email correspondence below.
  

   

  www.valuevillageatlanta.com

  Wufoo
  www.wufoo.com
  
  
  
  
  Value Village - Contact Us
  Yahoo/Inbox
  
  
  Value Village 
  www.wufoo.com
  From:******************
  To:*********************
  
  Wed, May 8 at 7:17 PM
  
  
  Thank you for contacting Value Village.
  A representative will contact you shortly.
  
  
  
  
  Value Village - Contact Us
  Name * RosanneOkorefe
  Email Address * *********************
  Phone Number * **************
  Address ************************************************************************
  *************
  Select Your Store Location * Atlanta (*****************)
  Comments/Questions:
  Hi *******,
  
  Thank you for your response,
  
  
  
  When will this matter be resolved? Value village still has my money $47.82.and has the returned wedding dress. I have never been to a store where it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed out previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1st what the return policy was ,knowing it is a wedding dress that I could not try on while at the store since a fitting room was not provided.Both gave me misleading information, assuring me that I can return the dress within 7 days with the price tag still on the dress and will get my money back. I need my refund back so I can go and buy another wedding dress for my wedding.. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund.
  
  As stated the store location ********************************************. I have attached the receipt .
  
  You can contact me at ********** **************************************************************************************
  
  Thanks
  **********************
  
  
  
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  RE: Thank you for your message [ ref:!00D3i0qQfL.!500PP0B6FZA:ref ]3
  Yahoo/Sent
  
  *************
  From:***********************
  To:*********************
  Tue, May 7 at 12:10 PM
  Hello,
  
  We appreciate your effort to share your experience with us. Your feedback is valuable to us, we will forward your comments to the appropriate managers and district manager responsible for this store to investigate for further review. If you have any further questions or concerns, please don't hesitate to contact our customer care team. We are always here to assist you.
  
  Thank you,
  *******
  Savers| Unique| Value Village| *************
  
  
  --------------- Original Message ---------------
  From: [*********************]
  Sent: 5/3/2024 5:00 PM
  To:
  Subject:
  
  Phone:**********, Selected Topic:Other, Postal Code:30504, Location:, Store Value:, Subject:Complaint, Description:This is a formal complaint that I wish to file and also that this will be the first and last last time I will ever shop in any Value Village. I was at the store on ******************************************** may 1st to purchase a wedding dress . Being My first time I asked both the store clerk and the checkout assistant if the dress does not fit if I can bring it back, since a fitting room was not provided. I was assured my money will be refunded back if I return it within 7 days with the price tag intact on the dress. I tried it the next day 5/2 and it did not fit, I took it back 5/3. To my surprise the Manager pointed out to a sigh that is way far right corner of the wall of the store and said that they cannot refund my money but they will issue me a store credit , that I must use only valid before I leave the store.i,e expired,i cannot return another day to use the credit. This is ludicrous, they kept my money $47.82 as they did not have another wedding dress of my size. I will make a formal complaint to the better business bureau,this is not how to treat your customers. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund.
  
  ref:!00D3i0qQfL.!500PP0B6FZA:ref
  
  book gateways
  From:*********************
  To:*************
  Wed, May 8 at 2:09 PM
  When will this matter be resolved, Value village still has my money $47.82.and the wedding dress was was returned, I have never been to a store why it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed ot previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1st what the return policy was ,knowing aslso it is a wedding dress that I could not try on while at the store since a fitting room was not provided.Both gave me misleading information, assuring me that I can return the dress within 7 days with the price tag still on the dress and will get my money back. I need my refund back so I can go and buy another wedding dress for my wedding.. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund.
  
  As stated the store location ********************************************
  
  
  book gateways
  Hi *******, Thank you for your response, When will this matter be resolved? Value village still has my money $47.82.and has the returned wedding dress. I have never been to a store where it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed out previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1st what the return policy was ,knowing it is a wedding dress that I could not try on while at the store since a fitting room was not provided.Both gave me misleading information, assuring me that I can return the dress within 7 days with the price tag still on the dress and will get my money back. I need my refund back so I can go and buy another wedding dress for my wedding.. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund. As stated the store location ********************************************. I have attached the receipt . You can contact me at ********** ************************************************************************************. Thanks ********************** ----- Forwarded Message ----- From: book gateways <*********************> To: ************* <***********************> Sent: Wednesday, May 8, 2024 at 02:09:57 PM EDT Subject: Re: Thank you for your message [ ref:!00D3i0qQfL.!500PP0B6FZA:ref ] When will this matter be resolved, Value village still has my money $47.82.and the wedding dress was was returned, I have never been to a store why it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed ot previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1s
  Wed, May 8 at 2:44 PM
  
  , or
  
  *************
  ***********************

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21687075
  
  I am rejecting this response because:Pls see the additional information that was provided , I have already visited the www.valuevillageatlanta.com as provided, I have  a correspondence from  Desiree  at *********************** on 5/7 as indicated that below;
  

  www.valuevillageatlanta.com Contact location does not  show Gainsville Ga listed in the Contact location column, I think this is a deflection from Value Village *********************** not wanting to take the responsibility of resolving this matter. I also included in the additional information, that I went to this site on 5/8,if you click the contact page and select Location, ************* is not listed,I also attached a jpeg picture of the listed locations. I was given phone number  ************ at the store  ,till date no one has responded even though the message said someone will reach out within 48 hours.

  How is it  that Value Village *********************** is  sending me to www.valuevillageatlanta.com  and at the same time you denial not be responsible for customer care for the ******************************************* at *******************************************br>*********************? Why would you not know that when you click the contact page, ********** location is not listed?
  

  RE: Thank you for your message [ ref:!00D3i0qQfL.!500PP0B6FZA:ref ]3
  ********************************
  From:***********************
  To:*********************
  Tue, May 7 at 12:10 PM
  Hello,
  
  We appreciate your effort to share your experience with us. Your feedback is valuable to us, we will forward your comments to the appropriate managers and district manager responsible for this store to investigate for further review. If you have any further questions or concerns, please don't hesitate to contact our customer care team. We are always here to assist you.
  
  Thank you,
  *******
  Savers| Unique| Value Village| Customer Care
  
  
  --------------- Original Message ---------------
  From: [*********************]
  Sent: 5/3/2024 5:00 PM
  To:
  Subject:
  
  Phone:**********, Selected Topic:Other, Postal Code:30504, Location:, Store Value:, Subject:Complaint, Description:This is a formal complaint that I wish to file and also that this will be the first and last last time I will ever shop in any Value Village. I was at the store on ******************************************** may 1st to purchase a wedding dress . Being My first time I asked both the store clerk and the checkout assistant if the dress does not fit if I can bring it back, since a fitting room was not provided. I was assured my money will be refunded back if I return it within 7 days with the price tag intact on the dress. I tried it the next day 5/2 and it did not fit, I took it back 5/3. To my surprise the Manager pointed out to a sigh that is way far right corner of the wall of the store and said that they cannot refund my money but they will issue me a store credit , that I must use only valid before I leave the store.i,e expired,i cannot return another day to use the credit. This is ludicrous, they kept my money $47.82 as they did not have another wedding dress of my size. I will make a formal complaint to the better business bureau,this is not how to treat your customers. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund.
  
  ref:!00D3i0qQfL.!500PP0B6FZA:ref
  
  book gateways
  From:*********************
  To:Customer Care
  Wed, May 8 at 2:09 PM
  When will this matter be resolved, Value village still has my money $47.82.and the wedding dress was was returned, I have never been to a store why it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed ot previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1st what the return policy was ,knowing aslso it is a wedding dress that I could not try on while at the store since a fitting room was not provided.Both gave me misleading information, assuring me that I can return the dress within 7 days with the price tag still on the dress and will get my money back. I need my refund back so I can go and buy another wedding dress for my wedding.. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund.
  
  As stated the store location ********************************************
  
  
  book gateways
  Hi *******, Thank you for your response, When will this matter be resolved? Value village still has my money $47.82.and has the returned wedding dress. I have never been to a store where it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed out previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1st what the return policy was ,knowing it is a wedding dress that I could not try on while at the store since a fitting room was not provided.Both gave me misleading information, assuring me that I can return the dress within 7 days with the price tag still on the dress and will get my money back. I need my refund back so I can go and buy another wedding dress for my wedding.. I politely asked repeatedly for my money to be refunded but they refused and the manager started torturing me so rude, loud telling me there is a difference between returning the dress and getting my cash refund. It is obvious I was misled that I could return the dress if it does not fit and get a full refund. As stated the store location ********************************************. I have attached the receipt . You can contact me at ********** ************************************************************************************. Thanks ********************** ----- Forwarded Message ----- From: book gateways <*********************> ***************** <***********************> Sent: Wednesday, May 8, 2024 at 02:09:57 PM EDT Subject: Re: Thank you for your message [ ref:!00D3i0qQfL.!500PP0B6FZA:ref ] When will this matter be resolved, Value village still has my money $47.82.and the wedding dress was was returned, I have never been to a store why it is required that you must use the store credit on the day the return was made i.e it expired same day it was issued. As I have pointed ot previously, this was my first time visiting the store and I clearly asked the store clerk and the checkout assistant on May 1s
  Wed, May 8 at 2:44 PM
  
  , or
  
  Customer Care
  ***********************
  + Add to contacts
  

   

   

  
  
  Sincerely,
  
  **********************

  Business Response

  Date: 05/29/2024

  Hi *******,

       Thank you for reaching out regarding your purchase experience. We apologize for the inconvenience.  In checking in with the Value Village Store Manager, he stated that he contacted you and was able to address your concerns.  We appreciate you being a valued customer. 

       Thank you and have a nice day. 

  Best *********************************** Manager, *********************************************

  Business Response

  Date: 05/31/2024

  Good afternoon,

  We spoke with this customer on numerous occasions to try to assist her- from the store level to corporate. This customer admitted to not reading the exchange policy which is posted in the store and on the customer's receipt. The same receipt she provided in this complaint shows the policy clearly. We can provide a picture of the sign which is large and posted at the front of the store for all patrons visibility. This customer's initial complaint when contacting the corporate office stated that the manager was kind and respectful to her but just would not violate the policy nor would they refund her money or extend the timeframe, again which is stated in numerous places. I informed her that I was glad she was treated well but the manager did their job properly as it would place him in a compromising position, as well as not be fair to all of our other wonderful customers who follow the policy.  This customer was told the exchange policy and was granted it- she confirmed in our conversation everything that was guaranteed to our customers, she received. We have met all of the responsibilities as listed in-store and on her receipt. While we understand she does not like our policy and does not wish to visit our locations further, she has constantly been met with respect and the same opportunities as all of our customers who we cherish and **********************. Unfortunately, violating policy would put a company out of business. While we want our customers happy and to continue to frequent our locations, we try our best to advertise the policies in plain sight to ensure the same experience for all of our patrons. If we did not have a policy in place or we had team members violating these policies, they would be released from their position which would negatively impacting their livelihood and to that same point, if we continued to violate policy it would inevitably end up with us having to close our doors which would negatively impact our partnerships with non-profit organizations, the communities we service to provide jobs and affordable shopping options, as well as the recycling programs we provide within our neighborhoods. We can understand her frustration that she is not getting her way- but we have met the requirements we have promised to all customers and are doing so to keep jobs and our doors open.