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.

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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:05/21/2023
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 Wednesday May 17th 2023, I visited the Value Village in ********, **. After shopping there from about 9:00-9:45pm and finding what I believed to be good deals, I went to the till and was accused of stealing and threatened by their employee. Without looking in detail at my items, the employee accused me of swapping tags (with no evidence of this) to get a better deal and took all my items away to get repriced by a manager. When she came back, the items were all priced $5-30 higher than the sticker price originally attached to the items. At the time, I didn't know that this was an illegal practice in ******. I did purchase some items, but opted out of most of them because I felt discriminated against and didn't want to purchase items for 2x+ what I was supposed to pay. After sharing this story with friends and family, I was told that this is happening on a regular basis to other customers there too. I would like something to be done about their illegal practices, but I'm not sure how else to receive some sense of justice against a giant corporation. Thank you for your time.
Business Response
Date: 05/23/2023
Thank you for reaching out regarding this issue. We strive to offer friendly, helpful service in our stores. Unfortunately, there are scenarios where some customers may switch or remove tags on merchandise and our service teams must be on the lookout for these items. We apologize this was not explained and resulted in a poor shopping experience.

We have shared your feedback with the store team and management. As a service gesture, we would like to offer you a gift card to enjoy at a future shopping trip. If you are open to this, please confirm your mailing address where you would like the card sent:

*********************
6-***************************************** v8t 1c7 ******

Thank you for being a valued customer.
Customer Answer
Date: 05/23/2023

Complaint: 20087149

I am rejecting this response because:
I do not want to accept the gift card because I do not intend to shop there ever again. They did not offer any action beyond this, which could have included better training for staff, or different loss protection efforts.

Sincerely,

*********************
Initial Complaint
Date:04/09/2023
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.
Upon a recent Visit to my local Value village store I was looking to purchase some clothing items however I asked the sales associate were the fitting rooms are I was told they no longer offer fitting rooms and when I asked about the return policy I was simply told all sales are final no returns when I asked to speak to the manager I got there favourite line of all time I am sorry there busy when I called the store and asked to speak to the manager I was told policy is policy and I would need to contact head office however they do not offer fitting rooms and all sales are final. This doesn't seem fair or even legal as they are a second hand store and don't allow you any chance to make sure the clothing will fit before you purchase it when I raised these concerns to the manager I was told contact head office when I contacted head office they confirmed that indeed they no longer offer fitting rooms and a return policy is up to the store when I raised the concerns to them about the clear lack of a return policy the lack of fitting rooms and the fact that this is second hand clothing I never received a response from head office I also outlined clear concerns regarding pricing given the fact that pricing in many cases is similar to buying new for items that are used and even times when I have seen items in the store for more than what it would cost new and they refused to do anything I again emailed head office however they refuse to respond
Business Response
Date: 04/11/2023
Thank you for sharing your concern, your feedback is very important to us. Fitting rooms were removed to offer a wider selection of merchandise, address staffing challenges and to keep a focus on cleanliness. We know that trying on items is an important part of your thrifting experience, so the exchange policy on clothing and shoes is 14 days, allowing time for you to try on items at home.
This policy is explained on our website Contact Us | Savers:
Need to exchange clothes or shoes? No problem.
Make sure to keep your receipt and bring back clothing and shoes within 14 days of purchase with the original price tag(s) attached.
All other sales are final including books, media items, bed and bath, toys, furniture, jewelry, accessories, collectibles, housewares, sports equipment, electronics, bag wall items, lamps, luggage, tools, gardening, seasonal items, and items tagged OLI (Other Large Items).
The policy is also posted through the store signage.
If you need and extension this timeline, please request it from store management or supervisors. Our team members are also available to help you find the right item based upon sizing guidelines.
We thank you for being a valued customer.
Best,
Customer Care
Customer Answer
Date: 04/11/2023

Complaint: 19915669

I am rejecting this response because: The store manager and the head office have both made it clear that return policy is at the store discretion and the store makes it clear that all sales are final you claim this return policy however do nothing to ensure stores are in compliance with this policy therefore a policy that you say to the better business bureau to close a complaint however refuse to enforce the policy isn't a policy it's just an excuse to close a complaint in at attempt to save face however you won't do anything

Sincerely,

*************************
Business Response
Date: 04/17/2023
Hi *******,
We apologize if there was any confusion on our exchange policy while visiting our stores. Our policy is consistent across all stores, there is 14 days to exchange clothing and shoes to give customers time to try on the items at home. Customers who need more time for the exchange may request it from store management. Sales on other items are final. We appreciate you being a valued customer and if you are open to it, we would like to mail you a gift card as a service gesture. Please email your mailing address to *************************************** if you are open to this.
Thank you for being a valued customer.
Best,
******************** | ******************** Customer Care
Customer Answer
Date: 04/19/2023

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:04/01/2023
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 april 1st 2023 at the value village at the location of *************************************** the time was aproxamitly 4:45 pm I was walking around shopping and the manager came up to me and said i needed to leave because i wasent allowed in there store and she said i have told you that already i have never spoke to that woman my whole life i want too know what i can do about it
Business Response
Date: 04/04/2023
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 where we instill a refusal of service or ban from our stores. After review of your case, we have determined that we will maintain the ban and trespass status for our ******** store indefinitely until future review. We will reach out to you if this situation changes or if there is an update. We understand this update can be disappointing, so we wanted to provide more context for the decision. Thank you for your understanding.
Customer Answer
Date: 04/05/2023

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.

Sincerely,

***************************
Customer Answer
Date: 04/06/2023
From: ********************************** <**********************************>
Sent: Wednesday, April 5, 2023 7:21 PM
To: Info <**********************************>
Subject: Message from BBB.org

My issue hasent been resolved
Sent from *************************** (*************************)
Customer Answer
Date: 05/10/2023
What I want to know is what is the reason they are saying that I'm not allowed in there store
Business Response
Date: 05/12/2023
Store bans may be instilled for a variety of reasons including situations of disruption for the business and operations, causing stress or upset to employees, contractors or other customers. We will let you know if there is more information to share or the situation changes. Thank you for your understanding.
Customer Answer
Date: 05/16/2023
what I want to know is what did I do at there store that they would ban me from shopping at there store because nobody has ever came and said anything to me before that day. She said she has talked to me previously and that's not true I have never had anybody say anything to me before
Customer Answer
Date: 05/16/2023
what I want to know is what did I do at there store that they would ban me from shopping at there store because nobody has ever came and said anything to me before that day. She said she has talked to me previously and that's not true I have never had anybody say anything to me before
Business Response
Date: 05/25/2023
The right to refuse service was communicated by our store management team, based on tampering with merchandise. As a private business, we are refusing service and request that you do not return to this store. Thank you for understanding.
Customer Answer
Date: 05/28/2023

Complaint: 19885033

I am rejecting this response because: they say it's be a use of tampering with merchandise what the h*** is that supposed to mean

Sincerely,

***************************
Business Response
Date: 06/15/2023
Like many retailers, Value Village has seen an increase in loss prevention activity in many areas in which our stores operate and seeks to take a proactive approach to mitigate losses. As a private business, we have the right to refuse service when there is risk based on a series of interactions.
Thank you,
Value Village Customer Care
*****************************************************************

Customer Answer
Date: 06/21/2023

Complaint: 19885033

I am rejecting this response because:they still can't tell me what I did wrong that would give them a reason for saying I can't come to value village whys that it's because I have never done anything to deserve for them saying I'm not allowed in the store they are mistaking me for someone else and I should be taking them to court for slander I'm going to contact a attorney to see what I can do

Sincerely,

**************************;
Initial Complaint
Date:03/28/2023
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.
To Whom It May ********* am writing to file a complaint against Value Village, the company where I recently did some temporary work. On an early March visit to their store, I purchased a used television that was priced at $100. Before making the purchase, I asked a store employee to help me test the television to ensure that it was in working order. We plugged it in, and the ** powered on, giving me confidence in my purchase.Upon checkout, I was informed that I was eligible for a 50% discount due to a color label. Excitedly, I called for an Uber to take me home with my discounted purchase. However, upon arriving home and plugging in the television, I was disappointed to find that the picture would cut off after being on for just one minute.I immediately called the store and was instructed to bring the ** back for examination. Once at the store, I was informed by management that they have a strict policy of no refunds or exchanges, as advertised on signs throughout the store. Despite my attempts to reason with them, I was sent away empty-handed and with a non-functional **.I am extremely dissatisfied with the lack of customer service and integrity displayed by Value Village. As a customer who was loyal to the store by doing temporary work for them, I feel that they have not lived up to their end of the bargain. I am seeking a full refund for the faulty television and an apology for the inconvenience caused.Thank you for your attention to this matter.******************************* Ps the store is value village thrift store *************************************************************
Business Response
Date: 03/28/2023
Thank you for reaching out, however Savers does not have any Value Village stores in *******. This is not our store, the store you are describing likely is part of Value Village Thrift Stores, **** (valuevillageaz.com). Please reach out to them directly for resolution. Thank you!
Initial Complaint
Date:03/21/2023
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.
I purchased large dining room chairs, four of them, large, and I could not take the same day. The store informed me that I could leave it there for 24 hours and bring my receipt to pick it up the next day. I did that but the items no longer there because the store sold it to another customer. They told me there was nothing they could do and gave me my money back. I feel like it wouldve been a minimal minimal effort to set them off to the side and make sure that they did not sell them twice. As far as Im concerned, they were stolen from me and Im very upset about it because I had paid for those chairs. I want an in depth explanation of how they can so easily sell sold items twice. Id like acknowledgment that it was their fault. Id also like them to assist me in locating the customer that peeled the sold stickers off the chairs so that I can report that individual to the police. Its clear whomever peeled the sold stickers off is who bought them and Im sure thats very clear on the surveillance footage. The store manager ******* refused to give me his full name and refused to help. He also said this happens frequently but no warnings were given the previous day and we were encouraged to leave them.
Business Response
Date: 03/27/2023
Hello *******,
Thank you for sharing your experience with us. We are sorry that there was confusion with the dining chairs that you purchased being resold. This can sometimes happen within the thrift environment where there is a transition of team members for each shift, and we understand it is disappointing.
In addition to the refund that we provided at the time of the incident, we would like to offer you a $20 gift card as a service gesture. If you are open to receiving it, please reach out to *************************************** so that we may confirm your mailing address. Regarding surveillance footage, we are unable to share it unless it is directly requested through formal law enforcement investigations.

Thank you for being a valued customer,
******************** Customer Care
Initial Complaint
Date:02/24/2023
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.
Hello I was just shopping one day and I was randomly approached by an .ethnic male who just came up to me and told me I had to get out and m nor doing snyghing wrong inwqs shopping he says I'm not allowed in here when I have never been accused of or seen any legal paperwork that says I am not allowed on property...but **** caused a scene embarrassed me when all k wanted to do was shop they had no right I didn't do anything...but awhile back I was in the store on. A .very important personal call (my mental health worker from *********************** center) having my over the phone session .when this young employee was like 5 feet ony **** everywhere I went following me and after while told him to go away rhis is discrimination of my personal space he's listening to my Personal conversation with councillor and I get mad told him I'd talk to proper authorities for eavesdropping personal conversations on purpose .. then he left and got manager and kicked me out ....but I should be alloud to ship there I would never take or be loud to disrupt the .wellbeing of others I just want the same respect. Rhe ethnic guy didn't even look at me he was lookin down. At my feet .them yelling at me to leave I deserve every right to be there like anyone else does thank u
Business Response
Date: 03/09/2023
Thank you for reaching out regarding this issue. We take these matters seriously. We have alerted our store and district management to this issue and
We would like to offer you a $25 gift card as a gesture of service for this experience and will reach out to you directly to confirm where it can be received.

Best,
Value Village Customer Care
Initial Complaint
Date:02/19/2023
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.
Hi there. Value Village has big banner ads out front of their store saying donate to a non profit here. The problem is that they are not a non profit. They **** up prices on clothes based on the brand of the clothing and the sell records based on the resale value they perceive. All of these items are donated for free and then they sell an old ********* album for $19.99 which is strait profit. This is false advertising to say they are non profit. Ive even had an employee say oh no we havent been non profit for years.
Business Response
Date: 03/10/2023
Thank you for reaching out regarding signage at our Community Donation Centers.

Current signage reflects how we work:
1. We accept your donations (thank you) on behalf of a local nonprofit
2. We pay our nonprofit partners for your stuff, helping them fund programs in your community.
3. Your one-of-a-kind finds are given a second chance to be loved again by thrifters like you.
4. Together, we champion reuse and keep millions of reusable items out of landfills every year.

You can also see how our business model works by visiting our website Donate Clothing & Household Goods | Value Village
Please reach out to *************************************** if you have any further questions or concerns.
Thank you.

*****************
Initial Complaint
Date:02/13/2023
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 January 20 I had bags left on my porch for donation, the drivers picked up the bags (large black garbage bags) and went to other side of the porch and picked up a package that was mailed to me from *********. The package was addressed to me. I called on Monday October 21 to report error was promised I would receive call regarding incident on Tuesday I havent heard from them. They package contain clothes and all of my xmas gifts I received in ********* Im devastated please help me.
Business Response
Date: 02/06/2023
Hello,
I am sorry to hear about the issue you had with donating.

The ************************* is a professional organization for medical and research professionals who work in the field of epilepsy. I think you may have confused ** with the ******************* which works directly with people with epilepsy. It is a pretty common mistake. We do not accept the type of donation you describe since we are a much smaller organization. There are two branches of the ******************* in *********, depending which part of the state you are in. I have included the contact details for them below.

I hope that they will be able to help you get your package back.

The ******************* of **** *********
1715 ********************,
*********, **, *****, *************

**************

******************* Middle and **************
95 *****************, Suite 215
*********, ** 37205
**************
Customer Answer
Date: 02/08/2023
The company is called Savers.com Ive talked to ***** ********************************* and ******************* @savers.com ************
Business Response
Date: 02/09/2023
Hello *****,

I am sorry to hear of the issue you have had with your package.

The ************************* is a professional organization for healthcare providers, researchers and others working in the epilepsy field. We do not process the kind of donations you mention in your complaint as we are a small organization. It is not uncommon for ** to be confused for the ******************** which does process donated items.
There are two chapters in ********* that might be the one to help you. I have included the contact information below.

Epilepsy Foundation East *********
************

P.O. Box 4782
***********, ** 37405

****************************

Epilepsy Foundation Middle & **************
**************
95 *****************, Suite 215
*********, ** 37205
***********************

I hope you are able to get this issue resolved.

Warmly,
******
Customer Answer
Date: 02/09/2023

Complaint: 18894335

I am rejecting this response because:

Sincerely,

*************************. I have talked to people here regarding stolen package . I know you r a large company but I also know donations are picked up for your organization by ******.com ****** has called I have submitted itemized lists as well as pictures.
Business Response
Date: 03/09/2023
We are following up on complaint ********. A representative from our loss prevention team has reached to the customer and resolved the issue. We thank you for alerting us to this matter.
Initial Complaint
Date:01/30/2023
Type:Product Issues
Status:
UnansweredMore 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.
Purchased Queen size mattress on 11/12/22 Found Bed Bug while changing bed on 1/27/23 Contacted ********************************* (*************)Sent pictures of bugs along with transaction receipts on 1/27/23 Requested full refund of $140.39 plus tax on 1/27/23 Had to make doctor's *********** on 12/21/22 for red bumps on left arm - did not know where they came from Pictures of arm with scars from bites sent to ******* As of today 1/20/23 she has not responded I'm going to Value Village on 1/31/23 to speak to Store Manager to show him pictures of bugs found on my mattress on 1/27/23 along with receipts for purchase of mattress to see if refund going to be received
Initial Complaint
Date:10/22/2022
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 is charging PST on items when they should not be. This has happened on every transaction Ive made in the past year. Ive included a link below that outlines PST collection guidelines for Thrift Stores (profit or non profit). Speaking to the assistant manager today, she said shes aware of it but they have no way to change their system so every customer is charged PST when they should not be for the most part. I am requesting that Value Village refund the amount of PST that they have collected from me. My phone number for my value village account that tracks my purchases is ************.https://www2.gov.**.ca/assets/gov/taxes/sales-taxes/publications/pst-304-thrift-stores-service-clubs-charitable-organizations-societies.pdf
Business Response
Date: 10/31/2022
Hello,
Thank you for reaching out regarding this issue.As a seller of taxable goods, we are required to apply Provincial Sales Tax.Our process for applying it is reviewed as part of our annual tax filings with no issue. We appreciate your understanding.
Best,
Value Village Customer Care

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Value Village is NOT a BBB Accredited Business.