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:01/11/2024

  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.

  I made a purchase on December 29, 2023 at Value Village (************************ blazer which I then realized following purchase was missing a button. I realized the flaw and went to another Value Village location (*******************) to exchange it on January 10, **** and this was within the 2 week period that they allow exchanges. I had other items to purchase and wanted to use my exchange to contribute to the total of my items. I was at the cashier and said I would like an exchange. She looked at the item and said she needed her manager's approval to process it. He comes over, looks at the blazer and says it isn't the right tag and I need to go to the original store to process the exchange.On January 11, **** I go to the original location and explain what happened at the other location, and the cashier informs me that she doesn't think this will be an issue but has to check with her supervisor. The supervisor comes over, looks at the item without acknowledging me and says: "This item as been retagged" and walks away. Even though they sold it to me like that! I am out $8.49 because of their own handling of their merchandise. I also didn't appreciate how this almost implies that somehow I retagged the item. it is the employee incompetence to recognize faulty tags and allow them to be sold to customers in the first place that is the issue here.Their receipts clearly state that all clothing items can be exchanged within 14 days with receipt and tag still on. They did not follow through with their own policy as written on their receipt. I want my money back and apology for this disheartening experience.I will provide more pictures if requested of the item entirely, as the receipt for the original item (it was an exchange as they don't have fitting rooms anymore and only give you the option to exchange items that you don't want).

  Business Response

  Date: 01/12/2024

  Hi ******,

       Thank you for reaching out regarding your purchase experience.  In checking in with the store management team, they informed us that they contacted you and will be providing you with a refund.  We appreciate you being a valued customer and apologize for the inconvenience.  

  Best Regards, 
  Value Village Customer Care

        

   

  
    

  Customer Answer

  Date: 01/12/2024

   
  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:12/01/2023

  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.

  ON OCTOBER 31 I bought 3 Items TRANSACTION **** and an EXCHANGE ***** of $9.09 and paid $15.68. A few minutes later I found out that the Seniors discount was not subtracted. It was a discount of 30% which I believe was $7.80. The calculations would be $15.68 -7.80 therefore the store owed me the balance of $7.88.The Discount and my October 24 Bill # ****** EXCHANGE of $9.09 would have to be approved by the Manager on Duty . The Manager OPERATOR **** TRANSACTION **** decided to REFUND back the items and initiate a new transaction. The Item EXCHANGE was item ***** for $12.99 and with a discount amounted to $9.09.was recharged as if I bought it that day. On the same Bill she refunded it again. So both transaction cancelled out each other and so in actual fact I item ****** bought on OCTOBER 24, was not refunded back to me.Moreover she refused to give me back my $15.68 and started raising her voice about it as if I am stupid so I left the store. I wrote to Value Village but no one got back to me.In actual fact I should be refunded $15.68 Plus $2.47. If the transactions were calculated correctly from the beginning it would the bill would have been $7.88 and A CREDIT OF $9.09 would refunded $2.47 plus the $15.68 I paid. THE MANAGER FLATLY REFUSE TO GIVE ME BACK MY MONEY. aLL RECEIPTS ARE INCLUDED

  Business Response

  Date: 12/07/2023

  Hi *****,
  
       We are sorry to hear about your recent visit to our Newmarket Value Village and apologize for the inconvenience with your purchases.  As a courtesy, we would like to offer you a $25 gift card.  If you are open to this, please email us at *************************************** and provide your mailing address where you would like the card sent.

       We appreciate you being a valued customer.
  

  
  Best Regards, 

  Value Village Customer Care

   
   
  
  
   

  
  

• Initial Complaint

  Date:11/19/2023

  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 sun Nov 19 at aprox 5:00 pm me my daughter and my husband went in to shop at savers on ************** and ********** in *********** ** we found a shampooer witch I had planned to purchase along with some other items I was at the register When a lady in a wheelchair came up to me and started checking the price tag on my shampoo okay so that ended then she goes and tells the guy that I got mad because she was checking the price tag and the manager comes up to me rip the price tag off the vacume and tells me this press tag does not belong to this shampooer Which was a lie because he didn't even look at the price tag to even know fot sure n he's laughing This manager has had a problem with me since the first time I went in ther store to the Because he had did an interview with me and i'd never end up going back and ever since then he's always had something towards me every time I go into that store they give me a hard time Then after ****** is his name tellsme oh " I have the right to change the price tag if i want to when you come to the register " when he just finished telling me that wasn't the price tag then calls Me a b**** on the way out laughing wiyh muy 5yr old he called me thst because I argued back telling him he's wrong it was the price tag clearly showed the department it was from But I'm sure no one will know that because he crumbled it ** in his hand And Tells me I have to leave I have my 5 yr old daughter with me they kick us out for what reason !!! I didn't do anything I asked to speak with a manager He refused to let me speak to someone higher than him so I told him I would be calling corporate and laughed n said go ahead then the security guard comes around gets in my husband's face telling him "what u gona do wat u gona do hit me" how professional r these workers that supposedly manager should have never pulled the vacume out of Mt hand and ******* The receipt and tell me that's not the right receipt when he didn't even look at it!!

  Business Response

  Date: 11/29/2023

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

• Initial Complaint

  Date:10/27/2023

  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.

  This is to let you know that the Value Village at ******************************************************** doesnt have any fitting rooms to try out the clothes we are going to buy. They are NOT refundable ONLY EXCHANGE. What if there are no other items you like in there because most of them are used clothing, now what that will add up with the rest of the clothing I usually donate back to them (Value Village). This is not right. This is a rip off to this poor, less fortunate people. All clothing stores here in ******** are refundable and they have a fitting rooms. Fitting rooms should be required as a standard for people who are selling clothes. Majority of people coming here and shopping here are the poor and less fortunate. They are taking advantage of this people who doesnt even have any voice or know what their rights are. On top of that, this are all donations. Im not happy with my experience here. I dont come here very often but they said that they dont have any fitting room since 2 years ago. Please mandate this fitting rooms to Value Village. This is a must to every clothing store. I saw someone taking off her pants and was in a hurry to put back her original pants. And I was thinking why doesnt she use the fitting room. And for sure I asked one of the staff and surely he said no fitting rooms for 2 years already. Please help the consumers here have some rights and wont just throw their hard earned money to this people making money out of donations. Give this people a good experience shopping for them selves and for their family. Thank you!!

  Business Response

  Date: 10/30/2023

  Hi ****,

  
       Thank you for sharing your concerns - your feedback is essential to us. Fitting rooms were removed permanently to open space and offer a more comprehensive selection of merchandise while balancing the maintenance of items and the cleanliness in our stores.   We are unable to offer store credits.Exchanges are accepted on clothing and shoes within 14 days of the 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. 

  
       Value Village Store does not receive any items for free.  We accept your donations on behalf of local non-profits and pay our nonprofit partners for your items, helping them fund programs in your community.

  
     We apologize for any inconvenience these policies may have caused.  As a courtesy,we would like to offer you a $15 gift card.  If you are open to this,please provide an address where you would like the card sent to and we'd be happy to send it out.  We appreciate you being a valued customer.
  
  Best Regards,
  
  Customer Care
  ********************

  Customer Answer

  Date: 10/30/2023

  I'm writing to BBB and asked if this is right on behalf of the consumers of the Value Village. We the consumers are dependent on the BBB to advocate our rights so we don't feel we get rip. Put yourselves on the shoes the Value Village consumers or any other consumers. Now because you purchase this product fromtgem, you are forced to keep it or find other items that might not even fit your taste or what you want. Considering the receipt has an expiry date that we have to be aware of. Some consumers don't have the time knowing the clothes here are random not all the same because they a all donations. We depend on BBB to advocate for us. Even online purchases has a refund if it doesn't suit your taste when you received it and you realized it doesn't fit you well. This is similar to the Dollar Stores that nothing is refundable. It's a total waste of money for the consumer. Especially when the consumer over bought anything. Fitting room should be mandated for clothing stores. It's not the consumer's responsibility that they are out of space. Value Village is a big space. Please and kindly demand for a small space for for  fitting rooms. I am writing to you BBB to advocate and store standards. Let me know where to go and demand for a fitting room since Value village doesn't have a refund policy on any of their items. 

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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.

  I purchased a pair of shorts from Savers in *********, **, on September 4th. When I went to try them on when I got home, I saw that there was a hole in the lining of the shorts. I went back to the store to ask for a refund since the item was damaged only to be told that it's exchange only. I realize that their return policy is exchange only, but this item was damaged/defective. The manager at the store was not helpful and stated they only do exchanges & that the shorts should have never been put out for purchase. If they shouldn't have been put out for purchase, then why would I not be able to return? It just doesn't make any sense. I did contact the company via email and their response was, "Please know you may exchange the shorts you purchased." They have been no help, there has been no remorse in selling damaged goods and no mention of resolution to the matter.

  Business Response

  Date: 09/18/2023

  Hi ****,

       Thank you for alerting us to this issue.  We apologize for any inconvenience and that your request for a refund was not responded to.  As a courtesy, we would like to offer you a $25 gift card.  If you are open to this, please provide an address where you would like the card sent to and we'd be happy to send it out.  We appreciate you being a valued customer.

  Best,

  Customer Care

  Customer Answer

  Date: 09/18/2023

   
  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,
  
  *******************

  ********************** B

  *********, ** 63126

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair 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.

  I purchased an N64 game console from the display case at Value Village on *********** in ******** on Friday August 18th 2023. I was told by the staff working that area that the game system I purchased was tested. And if anything didnt work I could exchange it. I brought it home and played it. Everything seems to be working but one of the controllers. There were a couple other controllers for this system in the display case. I brought the non working controller back to the store to exchange it. The staff member told me I couldnt exchange it and that I would have to bring the whole game system back to exchange for something else. So the original staff member lied to me or the staff I spoke with when I came to exchange the controller is lying to me. There were two other game controllers in the display case that the staff could easily done an exchange for. I paid full going value for this game system that is priced as high as a video game store would sell it. And not everything worked. This is not right. For one they are a thrift store and should be selling items at discounted prices. They get merchandise donated for free and charge full retail and sometimes higher then what these items sell for new. I contacted their customer service department through their website and received a form letter response explaining their return policy. They didnt address the issue at all. Now they arent responding to my reply. Im seriously disappointed in their business practices. BBB really needs to step in and protect the buyers.

  Business Response

  Date: 08/31/2023

  Thank you for reaching out regarding your purchase experience. In checking in with the store team, they relayed that you were able to work with the management to purchase items for the console at a discounted price. We appreciate you being a valued customer and apologize that there was not an immediate resolution for the situation. Please contact *************************************** if you have any further questions or concerns. 

  Savers | Value Village | Unique | Village des Valeurs

   Customer Care

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20513164
  
  I am rejecting this response because:
  Your supervisor put the game system back out for sale for the same price of $89.99 even after I told him that the controller didnt work and that the console wouldnt play North America games. It was from ********  I went back into the store a few days later and saw the system in the display case. I couldnt believe he was just going to let someone else buy it knowing it didnt work. He was either directed to do that as normal business practice or he just doesnt care. I was able to get a different supervisor to discount the game system and remove the faulty controller. Also when I originally returned this game system I had to purchase a camcorder I dont need because only an exchange is allowed. I would have preferred my money back. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/01/2023

  I cant believe that they are ok with their supervisor putting a game console back out for sale knowing that it doesnt work and the controller doesnt work. He just put it back out for another customer to get stuck with it at the exact same price of $89.99. Knowing that it doesnt work. Thats criminal!  They charge far over what the items are worth in their stores. And in most cases the items arent even tested properly to make sure they work. They just plug it in and if the power light comes on?  Full price!

  Business Response

  Date: 09/06/2023

  Thank you for reaching out regarding your purchase experience.  In checking with store management, it was relayed that they were able to resolve your concerns and will be providing you with a refund. Thank you very much for being a valued customer. Should you have any further concerns or questions,  please feel free to reach out to us at ***************************************.

  
  Customer Care
  ******************** | ******************** | ********************** | ********************** 

  Customer Answer

  Date: 09/06/2023

   
  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:08/12/2023

  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.

  was treated very rude by manager. i brought in a bag of pencil crayons that i purchase from elsewhere and did not need so i wanted to donate them. also when i placed them in the donating bin a few of my personal items fell in accidentally eg ***** toast which i retrieved. then i am shopping around for about 2 and a half hours and bought a number of items from **** *************** store in ********. some cray Before I left the store i used the bathroom and decided i had something i bought and do not need so i decided to donate some color crayons in a bag that i had purchased with other items and did not want to carry extra things because of a bad leg and had to catch the bus. i showed store security guard what i placed in donation bin and manager tried to tell me he already gave me a coupon before and i was donating same item i came in with. said i will find you on camera. and was not willing to give me another coupon. i said if i cannot get a coupon i will take my donated item back. said i know you. i am not from here.i said no you do not i said i am not a dishonest person. finally he gave me a coupon and i left left. before he starts .accusing me of theft he should make sure. i have a responsible job and in no way would i want to jeprudice it.

  Business Response

  Date: 08/14/2023

  Hello *****,
  Thank you for reaching out and sharing your experience. We apologize for the poor service experience when donating. We appreciate customers such as yourself who shop in our stores and donate to our nonprofit partners. We strive to show our customers respect and it sounds like we fell short here.
  We look forward to your future visits with us,and to you provide helpful, friendly service.
  
  Best,
  Value Village Customer Care
  ***************************************************************** 

• Initial Complaint

  Date:07/04/2023

  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.

  The transaction was completed June 29th, 2023. The location of Value village in Burlington and was sold a fake luxury purse for $200 without being disclosed it was a fake. In reaching out to the designer was noted was a fake. This is not about the price for a fake purse but rather that instead of not selling unauthentic items and continuing the process of circulating fake luxury goods is an issue, as the item is donated- not to be put out for unsuspecting customers while also putting a price tag on the item that *** otherwise deceive the client on the quality of the good.

  Business Response

  Date: 07/05/2023

  Thank you for reaching out and alerting us to this issue. In order to investigate, we would like to confirm that you purchased the item at the Burlington Value Village at ****************? Do you happen to have the receipt from the purchase? We will help get you connected to store management regarding a refund, as well as look into the policy on high price items. 

  Thank you for being a valued customer. 

  Best,

  ******************** Customer Care

  Customer Answer

  Date: 07/05/2023

   
  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. The location was the Value Village on *******************, I have the details of the receipt and receipt itself, I am having difficulty uploading an image via this platform. Please let me know if there is an alternative to provide you with a photo or if you would like any of the details on the receipt to facilitate this investigation. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 07/10/2023

  Hi there,
  
  I am interested in reopening my complaint. I accepted because I believed that's how I could reply to the business. 
  I do have the documentation they are requesting; I am attaching the receipt to this email as well as the location of the Value Village on ******************* in **********. I hope this aids in the investigation regarding high priced FAKE luxury goods being resold and continuing the issue with counterfeit products as noted by the designer themselves after being in contact with them. The policy of store resale should be re-evaluated as this is a bigger issue than just a $200 bag. Ideally policy change and a refund would be a solution. 
  
  Thank you kindly
  **********************;
  

  
  

  Business Response

  Date: 07/19/2023

  Thank you for contacting us and alerting us to this issue. The store is happy to issue a refund of this item, please contact the manager **** at ********************************** or call ************, they will coordinate a time for the return. 

  We will review this issue and policy with the head of ****** and US operations, we regret it created a poor experience for you.

  Thank you for being a valued customer.

  Best,

  ******************** Customer Care

• Initial Complaint

  Date:06/08/2023

  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.

  While shopping at our local value village my husband and I found MULTIPLE items from the dollar store that were priced significantly higher than what they had originally been sold for. Some of these items even had their original dollaram tags still on them. When we advised staff we were basically completely ignored

  Business Response

  Date: 06/22/2023

  Hello ******,

  Thank you for reaching out and alerting us to this, we will look into the pricing and work with the management to correct this. Can you please confirm which location you were at? Was it the ****** store on *********************************?

  Thank you for being a valued customer,

  ******************** Customer Care

• Initial Complaint

  Date:06/08/2023

  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.

  The incident was last month on May 19,2023 and my husband went to the location on ********** and ************* in ******* *******. He was walking around and a young man that was 18 years old .my husband was looking at the men's stuff and the kid was behind him and he was wearing a black occ t-shirt and he had blonde hair and curly and the workers don't watch there because the kid approached him and he said too him I like your ****************************** t-shirt. And it made him feel uncomfortable and he took it to our place and took 50 t-shirts of ******************************** we went to the police department and here is the case 2023-10527. And the police department are trying but the ladies won't give the video too the them. We want our money back. He wants ***** from savers and the kid arrested for the crime and his ****************************** t-shirts back. And that is the resolution. Thank you.

  Business Response

  Date: 06/21/2023

  Thank you very much for taking the time to write about this, unfortunately that store mentioned is not one of our Value Village Thrift stores. We are not affiliated with the Value Village stores in *******. Please visit their website at valuevillageaz.com to find their contact information.

   

  Thank you.