Business Profile

Thrift Shop

Value Village

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

65 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

If you've experienced an issue

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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:03/18/2024
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.
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
Date: 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
Date:03/17/2024
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.
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
Date: 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
Date:03/11/2024
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 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
Date: 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 Answer
Date: 03/13/2024

Complaint: 21416126

I am rejecting this response because:

Sincerely,

***********************************
Initial Complaint
Date:03/07/2024
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.
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
Date: 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 Answer
Date: 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
Date:03/03/2024
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 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
Date: 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
Date:02/29/2024
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.
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
Date: 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
Date:02/28/2024
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.
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
Date: 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
Date:02/22/2024
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.
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
Date: 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 ************************** ********************
Initial Complaint
Date:02/12/2024
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.
My children and I went into the Value Village store located on the right side of the building when you enter the store this is a store we visit often, but more of the other side at the unique location where we believe those workers are more honest and righteous moving forward my daughter saw a pair of shoes through the glass casing which in the photo it is located right behind the employee name ***********When my daughter ask to try on the shoe it fit and she wanted it the price sticker was labeled $34.99 as you can see in the photo all the woman in the background started to raise h*** and saying no the shoe is $399.99, but yet it is labeled a different price I told them one the price labeled is the price that has to be honored I requested the supervisor and he came took the price tag off and he also continued to state that someone changed the price and how the shoes come already labeled and so on he also called the employee ***** to ask if she changed the price, but yet shoes come already priced which in fact I stated well a customer did not change the price because the item was held in a glass casing behind the conunter.This is a huge problem in this second hand store because prices are getting outrageous I have seen the prices increase to the point it over exceeds the pricing on the item as well and thats not right we come to these stores to find appropriate deals not to seem like we are shopping in a regular department store and for this I have decrease my visit to these stores for just that reason and furthermore this is madness that a second hand store would be selling an item much less a shoe in your stores for $399.99. I am requesting this matter be throughly investigated and hold accountable and remove everyone involved because the majority of the people getting the good items seems to always be the employees and most of these items are donations it is honestly sad to see this type of behavior in a store that a lot of poor, less fortunate people who really cannot afford the regular department stores do depend on for daily NEEDED items if this type of behavior continue I will stop and I will tell everyone I know to stop supporting this unrighteousness of this business. Just so you understand this is not the first time I reached out to you guys and nothing was done you guys have been warned to do the right thing or watch your business fail I pray you stand and do the right thing I look forward to some real changes and I look forward to the results of this investigation immediately have a wonderful and bless day.Quick question would you really provide a $399.99 credit if the item was returned? Or would you guys argue the customer down that they did not purchase it here with a receipt
Business Response
Date: 11/13/2023
Hi *****,

We are sorry to hear about your recent experience. If you can kindly provide the store name/location/address,we will share your feedback with the management team that oversees the store for further review.

Best ************************** ********************
Customer Answer
Date: 11/14/2023
Value Village
************************************************************************************************
Business Response
Date: 02/13/2024
Hi *****,

We are sorry to hear about your recent experience. If you can kindly provide the store name, location/address and the date of your store visit, we will share your feedback with the management team that oversees the store for further review.

Best ************************** ********************
Customer Answer
Date: 02/21/2024
This matter has not been resolved. I have been awaiting a response not a closed complaint please update this information thank you and have a wonderful and bless day.
Customer Answer
Date: 02/21/2024
Value Village

************************************************************************************************
Customer Answer
Date: 02/21/2024
Value Village

************************************************************************************************
Business Response
Date: 02/28/2024
Hi *****,
We are sorry to hear about your recent experience. We have shared your feedback with the management team that oversees the ************* Value Village Store. The Store Manager has left phone messages and emails with you but unfortunately has not heard back. As a service gesture, we would like to offer you a $10 gift card. Please feel free to pick up the gift card at the store, or if you would like us to mail it to you please provide your address.
We appreciate you being a valued customer.
Best Regards,
Customer Care ********************
Customer Answer
Date: 03/07/2024
Good Afternoon BBB;
Thank you so much for all your help and assistance this matter has been satisfied as of today and the store manager ******* was a pleasure to work with she could not address the matter and honor the shoe price that was marked which she did clarify should have taken place, but she did provide a store gift card for the inconvenience and embarrassment of an attempt purchase taken too far thank you and have a wonderful and bless day.
Initial Complaint
Date:01/19/2024
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 have never complained about any business in my life until this. I went to this value village for the first time and it wasnt a great experience at all. When i got to checkout, the cashier asked for my ID and I had thought he was making a joke so I laughed and handed him my card instead. (Ive never been asked for my ID at a ********************** store, I had no problem with giving him my ID to checkout but I genuinely thought he was joking as he didnt say why he needed to see it) He did not find this funny at all and completely embarrassed me in front of the whole store by saying I dont have time for this and Im not playing around today. I was so embarrassed, realizing at at this point hes being serious I ask Oh you actually need to see my ID? and he was so angry with me, I was scared and nervous. I apologized and gave him my ID then I paid. Ill never be returning to this location, I just dont feel safe with workers who are rude and cant understand a simple misunderstanding! I work in customer service myself and would never treat a customer like that. I understand having a bad day, but lashing out of customers is horrible. Im a shy person who doesnt like conflict so ill be avoiding this location if the cashiers act this way.
Business Response
Date: 01/19/2024
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 ************************** ********************

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Value Village is NOT a BBB Accredited Business.