Value Village

Hello Ms***,
We apologize for the delay in our response to your complaintWe connected with the store following your original call to our head office, and the District Manager notified us that the Coach purse was purchased by someone elseWe offered the opportunity to
purchase another item for $0.99, which we believe was a good resolution for you
Thank you!
Customer Care

Hi ***,
We sincerely appreciate you reaching out to us regarding your experience in our Ellice Ave storeWe’ve connected with the team that oversees the store and were sorry to hear the team member you worked with was unable to answer your questionsOur Store Manager, ***,
is currently implementing additional training surrounding book categories for our team members in the store *** would also love to connect with you and explain how our book pricing works in detail and offer you a discount to use at our store during your next visitPlease let us know if we can share your contact information so that *** may reach out to you
Thank you!
Value Village Customer Care

We made every effort to resolve this issue with Mr***As a response to this issue, we have since required the use of a magnet to ensure items marked gold are genuineWe've also provided training to our teams to ensure that they do not make claims concerning the value of an item to our customersWe appreciate the opportunity to make this right

We appreciate your reply and will be following up from at the corporate level to your concernsPlease let us know if there is anything else we can do to correct the situationThank you

Unable to comment as this complaint is part of a legal proceeding

Thank you for the information regarding the store. We will connect with them and ensure that they are using customer email addresses for Club Card use only.

Thank you for reaching out to us. It is not our policy to sell counterfeit items, and in cases like these, we refund customers. The customer has been contacted to arrange for a refund.

Complaint: [redacted]I am rejecting this response because:
 
I have spoken to the employee who took the GameCube up to the front and she said no one approached her to purchase or hold the item. Everything you been told has been lies and I'm spreading word to all social media that the Fredericton store is run and operated by friends, the manager and supervisors and staff will say and do as they please just to keep out of trouble and it starts with that "manager" jen, friends cover for one another, lying is their greatest tool. If you or those lying employees even looked at security footage, you'd see the web of lies they've created just to keep from being in trouble. This B.s. response you've given me will be forwarded to the social media where your Fredericton store is already under fire from customers because of staff treating customers poorly. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I do not need to have the pricing strategy explained to me. I need to be charged the listed price for items sold in the store. I believe that this is my right as a consumer. If books fall outside the existing pricing strategy (clearly marked in-store on signs) then they need to be individually ticketed. This is a simple, legal solution that is apparently in place at every other Value Village in Winnipeg. I frequent many VV locations as I collect books for inner-city school classrooms, and this is the only VV in Winnipeg that consistently re-prices items at the cash desk. There should be no need for an explanation - items simply need to be marked at the intended selling price full stop.
This is what will constitute an acceptable response: books will be sold at the listed selling price. On the (rare) occasion that something has been mis-handled or a ticket has been lost, staff will be able to explain the clear criteria used to determine that the price is incorrect. If this is an ongoing problem, perhaps the signage can also be updated to inform consumers of this same criteria. 
Sincerely,[redacted]

The store manager of the Spokane Valley store spoke with [redacted] and explained to her our exchange policy. We offered to extend her exchange period for a month and that we could do it a few items at a time so that she did not have to find $180 worth of merchandise at once. We have also...

connected with the manager and ensured that our team members in our Spokane Valley take the time to explain the exchange policy with our customers, especially for a large purchase. We sincerely appreciate [redacted] bringing this to our attention, and hope that we can come to a good resolution with her.

Hi [redacted],
 
   Thank you for reaching out and giving us an opportunity to share more about how our partnerships with nonprofit organizations make an impact. Our more than 120 nonprofit partners accept otherwise unwanted, donated goods from the community. They then sell...

these items to us, regardless of condition of the items, and in doing so establish an unrestricted revenue stream that supports their mission. Through this model, we provide an essential source of revenue for nonprofits. These funds go to support our nonprofit partners’ charitable missions, helping to support a wide variety of causes – particularly those that are important to the communities in which we do business. A detailed description regarding how our model works can be found on our website, however we’ve be happy to further discuss by phone at your convenience and answer any questions you may have.
 
   In regards to pricing at our Wheaton Unique, we have connected with the store team who will be reaching out to you to address your concerns. Our teams in every store work hard to price items accurately and fairly, and it is never our intention to misprice an item. It is also not our policy to knowingly sell counterfeit goods, and if an item proves to be counterfeit, we work with the customer to ensure that we make it right. Thank you again, and if you have any further concerns, please reach out to us at [email protected].

Complaint: [redacted]I am rejecting this response because:YOU OBVIOUSLY DID NOT READ COMPLAINT. I LIVE 9 HOURS AWAY AND IT COST ME 75 DOLLARS EACH WAY IN GAS MONEY.YOUR MANAGER ALREADY MADE ME DRIVE THERE TWICE AT A COST OF 300 DOLLARS IN GAS MONEY AND 36 HOURS OF DRIVING..YOUR SOLUTION IS A SLAP IN THE FACE . YOU WANT ME TO DRIVE 18 HOURS AND SPEND 150 DOLLARS IN GAS TO PICK UP 200 DOLLARS.DO NOT JOIN YOUR MANAGER IN HIS ARROGANCE AND SELFISHNESS. MAIL THE REFUND.
Sincerely,[redacted]

We believe that the red tag item that this customer is referring to was a Halloween costume, which are final sale at our stores. We have consistently provided signage to the stores to ensure customers are aware that our costumes are final sale, but continue to improve practices and training to...

ensure folks are aware of our policies. A store manager is also always available to discuss an exception to policies with their discretion.
Thank you!

Hi [redacted], thank you for taking the time to contact us, and for providing the additional information regarding the store. We have connected with the District Manager that oversees the San Jose store, and we would first like to share that it is against out policy for team members who are not...

specifically trained to make claims concerning the value of those items. Due to this, we would like to offer you a refund for the price of the watch. Please visit the store at your earliest convenience and we will take care of the refund for you.

Hi [redacted],
    Thanks for reaching out. We certainly understand your frustration and are committed to doing what's right by the customer. We'd like to share that we do have clear pricing policies for our books, and apologize that there was confusion at the register. As we previously mentioned, the store manager has retrained the store team on book pricing so that it's clear to both customers and employees. If you do get that chance to stop into the store, [redacted] would be more than happy to speak with you about this, as well. If there's anything else that we can do to help, you can always reach us at [email protected]. 
 
Value Village Customer Care

Complaint: [redacted]I am rejecting this response because:The email address is the issue. It is regarding the Ajax store.
 
Why would I further engage in email communication id thats the problem.
 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and pending a visit to the business, hope to find the resolution satisfactory.. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:My email address is one of the pieces of personal information involved. Why would I continueto email? That's the reason for the complaint. Sincerely,[redacted]

Hi [redacted], we would love to help you resolve this situation, however, we have been unable to identify the store at which this occurred. If you could please let us know that information, we can follow up and work toward a resolution. Thank you!

We have connected with the store about this incident. The jacket was priced by the store manager for $149.99, and because tag switching has been an issue in this store, she also reprinted a ticket and put it in the pocket of the jacket. This jacket is originally priced more than $700...

new, and we feel was priced fairly for its value. We would be more than happy to allow [redacted] to return the jacket to us for a full refund.