Marshall's Dept. Store...

Marshall's Dept. Store...

I can remember when I used to ENJOY shopping at Marshall's, back in the early 1980's, when it first opened in the Richmond, Virginia area. I've always loved the low, low prices - and USUALLY was happy with the goods they sold. But, here lately I've watched the store in Colonial Heights, Virginia dwindle down to a poor excuse for a department store. I went into Marshall's today to try to buy a dress to wear to my 25th class reunion. I found the women's clothing was squashed into about three racks, squeezed tightly together so that no two people could pass each other while browsing the clothes. Several times, while trying to look through a rack of women's dresses, I'd look up and see a line of people standing outside the rack - waiting to come in and look at the clothes! I'd have to take the dress I was holding and walk OUT of the aisle, so others could take turns stepping over to see the dresses. I finally found a dress, and made my way to the front checkout counter. There were two cashiers - and each line was snaked clear around to the back of the store. It was hard to tell WHERE the lines started. I got into one line and waited for about a half hour before I made it to the cashier's counter. There was still one customer in front of me, having his clothes checked out. He had two small boys with him, who were getting restless...as children DO. The cashier - a young, skinny boy who appeared to be just out of high school - suddenly "ran out of ones" and had to run back to Customer Service to change a $20 bill. He disappeared. Five minutes went by.

Another five went by. Finally, those of us in line were growing very impatient. We turned around, necks craning, trying to locate the boy. We spotted him...standing back at the Customer Service Counter, leaning up against the counter, laughing and chatting with a young girl about his age. It was clear to us he was deep into a fascinating conversation about SOMETHING...and I'll BET it had nothing to do with customer service. The man with the two boys, in line ahead of me, got out of line and walked over to the boy. "Excuse me, Sir...you have a huge line of customers snaked all the way to the back of the store. Could you please come back to the register now?" The customer came back and got in line. The boy laughed, then continued to chat with the young girl!

By this time everybody in line was yelling, and we demanded to see a manager. The cashier at the next register called the manager on a phone then told us "...she's busy in the lay-away department, and it might be a few minutes before she gets here." It was a few more minutes, exactly before she emerged from the back of the store. But, by that time the damage had already been done! The chatterbox cashier finally decided to make his way back over to his register. The man in line ahead of me asked "What took you so long?" The cashier asked him "What business it is of YOURS?" Then EVERYBODY in line started yelling, ranting that they had waited for over a half hour for this kid to go flirt with a girl, while WE continued to wait in line for him. The boy laughed. The customer ahead of me said "It's no laughing matter, sir. You left a huge line of customers up here and no explanation as to why you just disappeared like that. It doesn't take over a half hour to make change for a $20 bill." The boy continued to smirk and giggle, then said "Don't worry about it. I'm back." The customer said "It's called 'customer service' and you AREN'T giving very good service." The boy replied "whatever! I don't care." I yelled back "You don't CARE?" The boy laughed and said "No, I don't care!"

The whole time he's mouthing off, his nametag is turned around on the chain, and we can't see what his name is. I asked for his name, but he replied "None of your business!" After paying for my dress, the manager was standing there and I had a brief conversation with her, explaining what had happened in line. She didn't seem at all concerned. "Yeah, uh-huh...okay, I'll take care of it" and rushed me out the door. Meanwhile, the cashier stood and gave me a look that would kill, while I was talking to his manager. Today was the LAST time I ever set foot in a Marshall's Department Store again. I've tried to locate the corporate office for Marshall's but can't find it. Anybody have any idea how to get ahold of those at the top? Thanks... Tamara, from Petersburg, Virginia

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