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March 2025 by Marianna Z
I’ve always had a positive experience with Target and their 100% customer satisfaction guarantee. In the past, if I didn’t have a receipt, associates were always helpful and would simply scan my ID to issue a merchandise credit. However, my visit to the Target in Wheaton today was nothing short of frustrating. I went in to return two bags of dark roast coffee beans, which I didn’t realize were dark roast when I originally bought them. Unfortunately, my body doesn't respond well to dark roast coffee. I could not find my original receipt, but I know that Target provides at least merchandise credit if a customer doesnt have not a receipt. I called Target customer service ahead of time to confirm that the return policy hadn’t changed, so I wouldn’t waste my time coming in if the policy was different or changed. Customer service reassured me that nothing had changed and that I should be able to receive a merchandise credit.
When I arrived at the store, I spoke with Sophie, the team lead, who seemed entirely uninterested in helping. When I told her that I called customer service ahead of time to confirm this policy, she informed me that "Target customer service online is not relevant to Target stores," which made absolutely no sense to me—Target is still Target, regardless of whether you’re shopping online or in-store. I then called customer service again while in the store, and they reassured that I should be able to receive a merchandise credit, I just need to provide my license or ID. When I went back to Sophie with this information, she responded in an incredibly rude manner, saying, “We are a private establishment, we have the right to deny a refund. You will not be getting a refund or credit today.” There was no attempt to even listen to my explanation or consider an alternative solution.
What was especially frustrating was that Sophie wasn’t willing to help at all. Typically, a team lead or manager would at least try to offer some kind of assistance or flexibility. Instead, Sophie made it clear that her goal was to ensure I left the store without merchandise credit, almost as though she took satisfaction in denying me. I even reminded her that Target has previously issued merchandise credits for items without receipts. Just a few weeks ago, there was another item I could not find the receipt for, and they offered me a merchandise credit. She rudely responded with "well that store was not following policy". Even if you go on the Target website now, it still states the return policy for items without a receipt "If you don't have the proof of purchase (examples include receipts, digital barcodes, packing slips), you may receive a refund in the form of a merchandise return card."
After my experience, I called Target Wheaton to express my frustration, and they were also surprised by Sophie’s behavior. They told me that their return policy had indeed recently changed, but if that’s the case, the managers and team leads should be more flexible and offer exceptions for loyal customers, especially for newer policy changes because customers do not know this or were not informed. The right form of action that Sophie should have followed in this situation was to offer a one time exception but inform me that moving forward, the policy has changed and that I will not be able to do this again.
Instead of making an exception, Sophie’s behavior only served to make me feel dismissed and frustrated. No customer should ever be treated like that, and no team lead should act with such authority, especially when a reasonable solution could have been reached.
Sophie does not deserve to be in any customer service role, let alone as a team lead. Her actions were uncalled for, and I’ll be escalating these comments further to Target corporate to ensure Wheaton Target is held accountable.
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March 2025 by Joseph
They don’t believe in hiring anyone who isn’t a white male. One star ⭐️
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February 2025 by Jenny M.T
Best drive up pick up!
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January 2025 by Rishonna Wiley
Linda with the glasses and short hair was unprofessional and should be working behind a register and not self checkout if she isn’t going to assist the guests properly.
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January 2025 by Mark Fernando
Great store to shop at
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January 2025 by Luis A
There is a HUGE lack of stock in the toy car area.
So I asked politely to check the back. They HAVE stock but the manager refuses to push it until tomorrow.
You tell me to come back tomorrow for things that you have in hand right now. Wasting my time and gas.
Your shelves are empty and you refuse to help a customer find what they are looking for?
What kind of customer service is that?
P.S: Shoutout to Daisy on the new job. Thank you for being helpful.
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December 2024 by Mr G
Ross in tech is great at his job and goes above and beyond for customers and fellow employees. The man deserves a raise.
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September 2024 by Suzanne K
The booze and coffee is in the same aisle. Store is otherwise fine #IYKYK
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September 2024 by ramiz
Excellent store, excellent location, bad parking management
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August 2024 by Elijah Ragsdale
Fun, there main Frequency is 467.75000mhz
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July 2024 by Judy Preen
Target is a horrible store. An unorganized mess and they lack quite a bit of items that I would be looking for. Cashiers don't seem to care about their job either.
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June 2024 by Karen Allen
I have shopped at Target for decades and will continue to!
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June 2024 by Julianna Jump
This store is dirty. Nothing stocked where it should be. Couldn’t use the fitting room because they were closed. They stocked items in the wrong spot but then wouldn’t honor the prices that they stocked wrong. This whole trip was garbage. This store is literally a dumpster fire.
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June 2024 by Юрий Нежельцев
Very nice
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May 2024 by Joel Gomez
Bought a AirPod case and when I opened the box there was nothing in there. The refund was less than what I purchased them for. And to top it all off the person attending me questioned how I couldn’t feel the weight of a clear AirPod case missing like I’m supposed to be able to scale grams with my hand
