Complaints

This profile includes complaints for Value Village's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Value Village

  11400 SE 6th St STE 220 Bellevue, WA 98004-6423

• 

  Value Village

  150 E Bellis Fair Pkwy Bellingham, WA 98226-5541

• 

  Value Village

  604 Sleater Kinney Rd SE Lacey, WA 98503-1008

• 

  Value Village

  16771 Redmond Way Redmond, WA 98052-4472

• 

  Value Village

  525 E College Way Mount Vernon, WA 98273-5571

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:06/06/2025

  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.

  I recently purchased Farcry5 for my PlayStation 4 but, unfortunately, I was unable to test it in-store before buying. Upon installation, I discovered that the game does not ******* the game is faulty and unplayable, I would like to request a refund. I have not been able to use the product as intended, and I believe that a product that you cannot test in store and it's defective should be refundable. Note: The product is also overpriced for a Thrift Shop as I paid $9.99+tax when similar games are sold for $4.99 I would appreciate your assistance in processing my request. Please let me know if you need any additional information.Thank you for your time and support.

  Business Response

  Date: 06/09/2025

  Hello,

   

  We are sorry to hear about your recent purchase and have confirmed with the Store Manager that they will be happy to make an exception for you and offer you a refund for the game. Please feel free to contact ********* at ************ with any additional questions. 

  Best,

  Savers/ Value Village 

  Customer Care Manager

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising 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.

  On friday may 2 2025 at 330pm the stocking department put out a Breitling watch for just over 100 dollars. As soon as possible I asked the employee at the showcase to put the watch aside for me because i wanted to purchase the watch and she did. After they were done restocking I went to look at the watch and pay for it at approximately 4pm. At that moment the manager walked up took the watch from the salesperson and said the price they had priced it at wasnt enough and he had to increase the price. When my fiance and I mentioned it was prohibited by section ************************************************************************ I was informed i could return on the following monday and it may be there for me to purchase if someone else doesnt. At an increased price. I found an item i wanted to purchase at the thrift store, and so managment decided to take it from me and increase the price. As they took the item before i coyld get a photo and do more research I am unable to get an exact model the price of the watch is unknown. But automatic Breitling navitimer range from 5000 to over ****** dollars for certain models. I emailed them and when i returned at 6pm the same day to confirm they wouldnt show or sell me the piece i came back the following week like they informed me i could. And they had already sold the watch from under me

  Business Response

  Date: 05/14/2025

  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.
  
  ************************* Care Manager, ********************

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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.

  I have been shopping at value village for a few years now but this one at ****************************** has the worse manager she is very rude when I ask a question or any customer asks her sour face always make the shopping experience a negative one I always try to avoid her since she is very rude and unhelpful **** is the name she goes by I hope the company remind her to be polite to people maybe where she came from that's how they treat each other but here we respect people .I am sorry to see this .my friends also have the same experince with her as if she is working for free and we owe her something. Managers change all the time but she has been here for the last 10 years .

  Business Response

  Date: 05/05/2025

  I had the opportunity to speak to ******* on May 3 2025 at 4:07 pm.  I took his concerns and we agreed that  his concerns don't give me much to investigate.  We discussed a path forward to help any future investigations, namely to note the time of interaction, the names of all involved, and where in the store it occurred ie what register, all this info would help us view video and acquire statements from others in the area that may be witness to the behavior.   in the meantime he had provided me with a supervisor name and have already actioned more follow up with the individual. 

   

  Thank you 

  ***** Parnell 

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair 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.

  On March 17 2025 on the way to ******** (6 hours from our home) my *********** stopped at Value Village (2.5 hours from our home). I selected some clothes items. I asked where the change rooms where and was advised there were no longer changes rooms. When I got to the checkout I mentioned to an employee that I lived out of town, how would I be able to do anything if the items didn't work? She advised that there was 14 days. I went across the intersection to the **************** and actually used a change room there. The items did not fit, and so I returned to Value Village (within 15 minutes). Then I was informed that the items could not be returned for refund or store credit, I would have to exchange the items on the spot for something else in the store. We had already spent too much time in ******************* - there was no time to pick something else, go back to a store with a change room and repeat the process. At this point, we really had to get back on the road. I talked to 3 staff members about the situation. I was told that I would have 14 days to exchange at another Value Village, the closest locations of which are over two hours to get to from where I live, which is totally unreasonable. The gas price alone would make that unfeasible. I said I would be willing to accept store credit of a longer duration (to when I would actually be in the lower mainland and could get to a Value Village). I was told they couldn't do more than a 30 day exchange, which is still not enough time (I will not be in another town with a Value Village until this summer.) ** you have no change rooms, allow the staff to make reasonable solutions like a 6 month credit. There is no written warning of this policy in the store or at the checkouts. I was told it was on the receipt, which it was, but that's useless, because at that point you've already purchased un-returnable clothes if you live in a town without a Value Village.

  Business Response

  Date: 04/08/2025

  Hi ********,

   

  Thank you for reaching out. We are sorry to hear about your recent visit. While we know that misinformation can cause inconvenience, I will be sending details of your experience to the store manager for review. We are unable to offer store credits. Exchanges are accepted on clothing and shoes. Simply bring back the item(s) with the original price tag and the store receipt within 14 days of purchase. The value of the exchange will be credited toward same-day purchases. All other items and hard goods are final sales at our stores. Our exchange policy is on your receipt and includes signage around all the checkout stations for easy reference. Our store management may extend an exchange timeline if you need more time to try on clothes or shoes. 
  We apologize again for any inconvenience these policies may have caused. I have forwarded your message internally for further review.

  Best,

  Savers/ Value Village Customer Care

  Team Lead

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Today 6:30 P.M. had coupon saying 50% off all items maximum $50 purchase, at self serve cashier ,cashier stated minimum $40 purchase, it does not state minimum $40 in coupon I havepictureof from email, items tried to purchase were approximate $20 before discount,did not purchase anything, coupon expires today

  Business Response

  Date: 04/02/2025

  Hello *****,

   

  Thank you for sharing your concerns on our latest offer. As misinformation can cause an inconvenience, we would like to confirm that you are correct on the terms. The offer you received is valid for 50% off s $50 purchase- maximum discount %25. We will share your feedback with the store manager for visibility. Please visit your favorite store on or before Tuesday April 22, 2025, to take advantage of your special offer. We appreciate your patronage and hope to see you soon. 

   

  Best,

  Savers/ Value Village Customer Care

  Customer Answer

  Date: 04/03/2025

   
  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

  Date:03/30/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Value Village removed the fitting rooms from their stores preventing customers from trying on clothing before they buy it however value village has now recently updated their return policy saying all sales are final and clothing can no longer be returned Given the fact that they often times price items near the price of new and now they tell customers that they can not longer return clothes that don't fit I have attempted to contact Value Village regarding this matter however they refuse to respond I have contacted the local value village store they tell me the policy is from head office I have attempted to contact head office however they won't respond

  Business Response

  Date: 04/01/2025

  Hello *******,

   

  Thank you for reaching out to us. While we dont provide cash refunds, clothing, and shoes may be exchanged within 14 days of purchase provided the item has the original tags attached and you have the receipt. The exchange must take place on the same day in order to receive the dollar value paid for the original item. **************** may decide to issue a 7-day extension if the customer cant find items of like ********************** to exchange, but thats an exception to the rule. If an item was purchased at a discount, youll receive the discounted price when exchanging, not the original price. Sales are final on all hardgoods including furniture, other large items (such as sporting equipment), computers, computer accessories, books, music, videos and jewelry.  We share all feedback internally and thank you for being a valued customer. 

   

  Best,

  Savers/ Value Village Customer Care

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23135739
  
  I am rejecting this response because: the store has told me several times that all sales are final including on clothing they are claiming this is not true however they are refusing to address the actual concern nor are they making any effort to make this right 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/10/2025

  Hi *******,

  We apologize that you received misinformation regarding our exchange policy. As previously stated, exchanges on clothing and shoes can be made within 14 days, with tags attached and receipt. In lieu of this, we would like to offer you a gift card to use on a future visit. Please reply with your name and address where you would like the card sent.  We will share your feedback internally and thank you again for being a valued customer.

  Best,

  ********************/ ******************** Customer Care 

  Customer Answer

  Date: 04/10/2025

   
  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.
  

  I need to forward my name and address to the business so they can send out a gift card 

  .

  Name is ******* Smith 

   

  Address *********************************************************;

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

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  ***************, ** store, I decided to buy a jar full of plastic and costume jewelry. This jar was in a locked case, and the top was taped closed. It was priced at $4.49. The employee at the jewelry case delivered it to the front of the store until the time I was ready to check out.When I was ready to check out,I brought my other items to the register and a different employee brought the jar for me to scan. Once I did, he prevented me from completing the check out process and called another employee (manager?) named *******.******* told me that the price wasn't high enough on the jar and that I couldn't buy it at that price. I asked her if she was saying I changed the price and pointed out that the employees had posession of the jar the whole time. She said no, that all jars like that were supposed to be priced at $19.99 and it was a mistake for it to be priced $4.49.I could have pointed out that while there were jars in the jewelry case priced $19.99, there were also jars priced $14.99 - and jars priced $24.99! I simply told her that it wasn't my fault that the jar was priced like it was, I simply asked that the sticker price be honored. ******* refused.I left without purchasing anything.I reached out to the company referenced CA ***** Prof **** ******* (2024) and received a response saying " If the cashier notices an item priced incorrectly (wrong code, department, etc.) they must have the item reevaluated." This seems to go against the Consumer protections set up by California

  Business Response

  Date: 03/26/2025

  
  Hello,

  Thank you for your patience. Please see the attached reply from our Fountain Valley Store Manager:

  "I spoke to the customer about the situation that happened and apologized. I let her know that we will address the situation with the managers to ensure it does not happen again in the store.  I did offer her a discount the next time she comes in to compensate.   She would let me know if she was going to ever shop at this location again.  

  
  
  
  Thank you
  ***** *********, Store Manager
  Savers ***************
  ************

   

   

  Best,

  Savers/ Value Village ************* Lead

  
  

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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.

  Id like to file a formal complaint for an incident that occurred on february 24th at 4:00PM, customer was denied service and was not allowed to pay for their purchase for no apparent reason. was told to leave the premises without a proper reason. improper denial of service by 2 workers.

  Business Response

  Date: 03/04/2025

  Hello ******,

  Thank you for reaching out. Like many businesses, we sometimes make the tough decision to refuse service to patrons when there has been a situation of disruption for the business and operations, causing stress or upset to employees, contractors, or other customers. After reviewing your case, we have determined you are welcome to continue shopping with us. T**** you for your understanding and please feel free to contact the store manager at tel:************. 

   

  Best,

  Savers/ Value Village Customer Care Team

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair 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.

  Yesterday, on February 14, 2024 my wife and I visited the store on *********************************************************, phone: ************** for exchange of the shirt that I purchased on January 16, ******* was about 12:30 pm.The reason I wanted to exchange is the wrong marking of the size XXXL on the tag price and the shirt itself. Usually I wear XL or XXL size. But this shirt appeared to be very short on me. I found out this only after my vacation after February 10, 2025. I asked for the sort of voucher to come on some other day to pick another exchange shirt/item, we have had another plans for the day. At no point I requested a refund. I was categorically denied the voucher, or any other paper to confirm an exchange. The cashier claimed to be a manager of the store. She demanded either we make an exchange on the spot at that time which we never planned or they don't let us to perform an exchange at all. Then another three managers came into the conversation. At least they claimed to be the managers. They refused to provide their first names, their ID numbers. When I asked them why the denied to provide their IDs, their answer was very short-- we do not want to. These managers threatened us with the police, and eventually they called it, I agreed to wait for the police. But Police never arrived at all after two hours. Meanwhile, my wife decided to buy two necklaces. They requested her to pay, but denied the exchange. My wife paid it. After two hours these four managers came together close to me and demanded me to leave. They told me they refused to provide service to me in the future and never come again. I left. No documents given, no names. We are appalled with this type of customer service. Look how ********************** resolve issues: *******************************************************************. We request an apologies from all these managers. What is my status if I can enter your store or their ban to visit is still valid and continue the exchange/refund. We scared to go there.

  Business Response

  Date: 02/20/2025

  Hello ******,

   

  Thank you for reaching out. Like many businesses, we sometimes make the tough decision to refuse service to patrons when there has been a situation of disruption for the business and operations, causing stress or upset to employees, contractors, or other customers. It is in these circumstances that we instill a refusal of service or ban from our stores. After reviewing your case, we have determined that we will maintain the ban and trespass status for our stores indefinitely until future review. We will reach out to you if this situation changes or if there is an update. As per our exchange policy, we do not offer refunds, and exchanges will only be provided within the 14-day timeframe. We understand this update can be disappointing, so we wanted to provide more context for the decision. Thank you for your understanding.
  

  Best,

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

• Initial Complaint

  Date:12/18/2024

  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.

  Value Village 12-17-24 $32.Value Village is ripping its customers off. I went there to buy a formal dress. I went to the bathroom and asked the employee were the changing rooms are she said they dont have any. We can purchases items and return them if they dont fit within 14 days. I went home and it didnt fit so I brought it back in 1 hr same day. The manager said I could exchange only. At this point I never want to return to the store. My complaint is this store sells 100% donated profit - makes it so people buy wrong size cloths - and will NOT refund any money!!!This is unethical. Of course I will not be returning I just want to prevent this from happening to someone else. There are small signs the size of my hand about the return policy. That is not good enough.

  Business Response

  Date: 12/18/2024

  Hello *****,

   

  Thank you for taking the time to share your feedback. Exchanges are accepted on clothing and shoes. Simply bring back the item(s) with the original price tag attached along with the store receipt within 14 days of purchase. The value of the exchange will be credited toward same-day purchases. All other items and hard goods are final sales.

  
  Store management may extend an exchange timeline if needed. We will gladly share your request with the Manager for consideration, if you would please provide the location you visited. We take all customer comments into account and leadership teams review feedback routinely.

   

  Best,

  Savers/ Value Village ************* Manager