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:12/09/2024

  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.

  Bought a used keyboard for 6.99 plus tax. Keyboard turns out to be inoperable (multiple keys not working). I want a refund. They say their "policy" is no refunds, but they sold me a useless item. That's called a ripof. I am telling everyone I know to avoid Value Village.

  Business Response

  Date: 12/16/2024

  Hi ******,

  
          We are sorry to hear about your recent store experience.  We have shared your feedback with the management team that oversees the *********** Value Village Store.  The Store Manager has tried to reach you by phone, but unfortunately, has not been able to get a hold of you.  If you can kindly call the Store Manager at **************, they will be happy to assist you with your request.

  
    We appreciate you being a valued customer.
  

   

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

• Initial Complaint

  Date:11/21/2024

  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.

  Today Nov. 13th 24 at Value Village *********************. I was purchasing an article of clothing. After I scanned my item an employee (one of the checkout watchers) came over and took the item off the counter and said that they needed to have this looked at they should charge more. I asked if there was problem with it, and also confirmed with her that there had been no tampering of price tag, it was priced for the correct department and correct article but because at the time she felt the store could charge more she would have the price increased. She stated that they are being pressured by management to watch and increase prices at checkout. This is a Deceptive, Unconscionable, Unfair, and possibly Fraudulent pricing practice. I will be escalating this further and I do hope that in the interim this practice is extinguished immediately.

  Business Response

  Date: 11/22/2024

  Hi ********,

   

  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 Customer Care

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22589494
  
  I am rejecting this response because:
  This is the exact same copy and paste response given to all complaints against Value Village. There is no acknowledgment of actual complaint, error or statement of future course correction. What they did is ILLEGAL and I am furthering this. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/16/2024

  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.

  Today, while checking out at the ************** location, a store manager named **** approached my cart, and decided the prices on my items werent correct. She accused me of fidgeting with the tags and claimed she had been following me around the store. She then removed several items from my cart, took them to the back, and ILLEGALLY replaced the original tags with new ones, increasing the prices by more than three times. For example, an item originally priced at $2.99 was changed to $19.99, and another item priced at $4.99 was marked up to $14.99, a third item was marked at $10.99, it was increased to $14.99. She justified this by saying they have the right to fix tags that are altered or missing but these tags were neither. Her behavior was incredibly unprofessional and her actions are illegal. Ive been a loyal customer and donor to ******************** for years, but I have never been treated so rudely. In reading the store reviews she frequently harasses customers, racially profiling and accusing people of trying to steal who are simply just trying to check out. I want a refund for the additional amount that was paid for my items.

  Business Response

  Date: 11/26/2024

  Hi *******,

  
          We are sorry to hear about your recent store experience.  We have shared your feedback with the management team that oversees the **** Value Village Store.  The Store Manager has tried to reach you by phone several times but has been unsuccessful.  Please contact the Store Manager at ************** for further assistance with your request. We appreciate you being a valued customer.

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

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22566376
  
  I am rejecting this response because: I tried to call and speak with the manager, per your request, **** the assistant manager answered the phone and initially told me that "****" the store manager was not available, she then insisted on knowing who I was. I told her that I was only looking to speak with ****, the store manager. She very rudely, again, insisted on knowing who I was. I politely declined giving my name. She then told me she was not releasing any information to me. I said, you already told me she was gone on vacation and would be back in a week, she then said "no, it's two weeks." and hung up on me. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/13/2024

  Hello *******,

   

  Thank you for reaching out regarding your recent visit. We apologize for the inconvenience and have shared your concern with our District Manager who oversees this location. They have made several attempts to contact you, however they were unsuccessful. We invite you to contact our **** location at tel:************ with any additional concerns. 

  Best,

  Savers/ Value Village

  Customer Care Team Manager

   

• Initial Complaint

  Date:10/29/2024

  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.

  10/26/24 I was shopping and asked how to try on clothes - I was told if we bought them we could return within 14 days for a refund We brought back at day 8 and were told NO only a EXCHANGE That is VERY different -- and we would not have purchased clothes were were not sure would fit if we thought we could not get a REFUND

  Business Response

  Date: 10/30/2024

  Hello *****,

   

  We appreciate you reaching out with your experience. Please know that we only offer exchanges on clothing and shoes. All other items are final sale at any of our stores. While we know that misinformation can cause inconvenience, I will be sending details of your experience to the store manager for review.

   

   Best,

  ***

  Savers/ Value Village/ Unique Customer Care

   

   

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22488603
  
  I am rejecting this response because:
  The employee very clearly told me I could RETURN the clothes after I expressed that I wasnt sure they would fit 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/13/2024

  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 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

  Date: 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

  Date:10/09/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  When I wrote complain to Value Village store issue, they banned me with explanation of store cant satisfy my shopping habits and this is after Im in this store almost every day for over 8 years and spending large amounts and making generous donations. How can it be.Complain was related to one of the workers who showed favouritism to other customer and did some showcase manipulations that I wanted to clarify. The letters are below. No respond received from head office.Communication:Good day,I will need to escalate this complain to higher management as I believe my human and consumer right being compromised. There is no accusation in my original letter but its a question and it has clearly question mark after sentence. I will need detail information why store manager banned me from the store for 6 months with explanation of store cant satisfy my shopping needs. After spending thousands of dollars in this store and being in this store shopping for almost every day and making generous donations I got kicked out because of complain letter.I do not agree with being treated this way and with such a humiliation as there was no rudeness, harassment, illegal activity from my end ****** disputing this decision and would like to hear back from management on this *********** well I will seek other sources to verify my rights, its not even about being able to shop in this store but its about everyones rights as consumers.There is one employee in the store who shows clearly personal dislike.Just to make it better understand the situation, she always giving me attitude and when Ive asked her why she simply answered: Because I dont like you totally opposite she treats any male dealer. Is this is discrimination by being female or this is corruption? I really like store manager to look in details and advise why something like this is happening in the store.

  Business Response

  Date: 10/10/2024

  Hi Tatiana,

       Thank you for reaching out. Like many businesses, we sometimes must make the tough decision to refuse service to patrons when there has been disruption for the business and operations, causing stress or upset to employees, contractors or other customers. It is in these circumstances where we instill a refusal of service or ban from our stores. 

       After reviewing this matter, we have decided to maintain your ban and trespass status for our stores.
  

       We understand that this outcome may be disappointing, and we appreciate your understanding.  We will let you know if this situation changes or if there is an update in the future.

  Best
  Regards,
  Customer Care Manager, Value Village

  Customer Answer

  Date: 10/29/2024

  Good day,
  

  This message is in regard to your complaint submitted on 10/2/2024 against Value Village. 
  The resolution is not received as below in quotation is respond from customer care and this is not following the reality of what happened. As single mother of 3 and having one child with disability I do rely on thrifting and resale as income for my family well being and Im absolutely not satisfied with this unresolved matter. I like to look further into this matter.
  

  There was no disruption for the business and operations, causing stress or upset to employees, contractors or other customers in the store. The respond from ******************** customer care is vague and  general, its pointing to the all stores as discussed matter (complaint) was only about one store and about one particular employee who acted rude and unprofessional plus showing customers preferences of her choice and obvious disliking of some individuals. The employee was placing aside some products for preferred customers and this fact was brought to the store management for review.
  

  In my instance, The explanation received from the manger of the store on ban for 6 months was :our store cant comply with your shopping habits. Again, the original complaint was only about one store and only 6 months not as per customer care response. For so many years it was ok and suddenly my shopping habits was exceeding expectations? I understand businesses dont like stirring negative comments and experience and  definitely dont like to see complaints by customers but by human rights is Everyone has the right to freedom of opinion and expression. In this situation obvious retaliation was in effect as soon as written complaint was sent next day i was told about ban for 6 months.
  

  I was regular in this store for over 8 years and a lot of management teams and employees was changed during the time Im going to this store and I never had any issues until this one employee named ******** starter to show daily attitude and arrogance toward me and few more individuals. Plus after Ive been told by manager Im banned from store and it was done in the office to keep confidentiality and privacy the next day same employee was discussing and gossiping about me in all details to her preferred customers in the store loudly so other people could overhearing the conversation and then passing it to my knowledge. This should not be tolerated. By this action I suffer damage of my reputation and great distress. 
  

  In following few days after Ive stopped going to the store I know there was big incident with same employee and other customer and store management had to be involved but because it was on store level they didnt do any action beside letting this employee refuse to serve this customer continuously on daily basis. There are several more people who is regularly visiting this store and experienced and observed favoritism from this employee toward few chose customers. I guess the only difference in my situation and ban as outcome Ive got  because I did written complaints to customer care and business bureau. Retaliation is obvious.
  

  
  

• Initial Complaint

  Date:10/02/2024

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/13/2024

  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.

  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

  Date: 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

  Date:08/31/2024

  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.

  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

  Date: 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 ************************* ********************