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September 2024 by Lisy459
The age-old “if I could give zero stars”…
I thought I would give it a few days after the review of my encounter with customer service, but how long is too long? I called into the millcroft location after buying a pair of work shoes to say I believe they’re defective as the sole on the right one feels like it’s deflating when walked on. I purchased them not 12 hours ago and have the receipt, box, tags, bag… they look pristine, not enough to look worn for even a few minutes. I was told by the guy on the other end “it’s no problem, you have 100 days to return any item, so bring it over”. And I did. When I got there, the brunette behind the counter immediately looked at me like I had 3 heads. “What do you mean?” …“I don’t understand”… I said again, I purchased these just last night, and a few hours into the work day, the right heel is making a hissing sound and it’s losing air, I would like to bring them back, they’re clearly defective. “Well that’s why we tell customers to try the shoes on in store and walk around for a while at home in them to make sure”. To make sure of what, they don’t start making a hissing sound after a few hours? I told her I’ve purchased a few shoes on my own and I’m good, also these shoes WERE in fact tried on and they seemed fine at the time. They are comfortable, fit good and look great! They are now not fine and I would like to return them. “Do you remember who you spoke with?” At this time the guy who picked up my call walked behind her and whispered “it was me” and continued to the other side of the counter and pretended to work while he listened in. At no time did he speak up or recite what he told me over the phone about their policy, he just watched it unfold. “We don’t usually warrant against fit and comfort” I’m told. This is NOT a comfort issue, it’s a defect issue and I would like to return them. “I just don’t know why he would tell you this”. I said I’m not sure, maybe you should ask him, he’s right over there. She begins now to roll her eyes and says “I’ll do it for you this time, but we don’t warrant against fit and comfort”. AGAIN, this is not a comfort issue, the sole is defective. Also, what do you mean this time, you’re not doing me a favour when you honour your policy, can we get on with this? “I don’t see anything wrong with them”. I said you also haven’t taken them out of the box yet, much less tried them on or walked in them. Please return them, I’m done talking about this. Another eye roll and now the shoe she picked up for a split second gets thrown back in the box while she mumbles under her breath. I look around and the phone guy is still beet red just pretending to do something at the other register. I am given my receipt, I say thank you and she grabs the box and throws them on the counter behind her while she looks at me and blatantly ignores me. This was such an example of 2 friends who were working together in a very quiet store when she decided to make a scene by starting a very awkward and unnecessary confrontation with a customer. At no point did I say I wasn’t going to look for another pair, or complain and ask for a manager, I was just looking to return a pair of defective shoes - which was my right to do so, and I was met with a very angry and unprofessional little girl.
It was all very unexpected and very uncomfortable. This was also the impression the customer service rep had when I called in the next day to recall the events. She apologized on behalf of the whole company and took my info to have someone reach out to me via phone call to resolve. This was on September 4th, now 2 weeks ago. There’s been no call, no email, not a text, nada. Either avoid this location with the very opinionated employees, or the company as a whole. There are other stores that offer the same brands and you may save yourself a scolding.
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July 2024 by Gerard Adams
Good selection of merchandise
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July 2024 by Mark Tocheri
Store is always well organised and well merchandised. I can always find what I want quickly. Staff is friendly and helpful.
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June 2024 by Alper Basel
I am going to go with 1 star.
I want to buy a pants. I got my size and wanted to try it on. I saw 1 gentlemen and ask , where can I try it on? There is 2 fitting rooms side by side. 1 is occupied and the other was empty. Once he realized 1 is full, he told me to go all the way to the other side of the store. I went there and a lady told me that I can not use the fitting room. She did it is for female customer only. I said a gentleman send me here to use the fitting room. She looked at me and turn her back to look for someone? Which is I didn’t understand.
Why I can not use female customers’ fitting room ( by the way I am male)? I was just going to try a pant on!
Why I can not use the other fitting rooms at man’s section?
I didn’t like the way I treated.
Do not come to this store!
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May 2024 by Sarah
Mike was exceptional and amazing! Was over the top helpful! He went above and beyond in customer service! 11/10 ! Highly recommended this location!
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February 2024 by Sanjiv Kapoor
Lovable and having excellent variety.
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January 2024 by Randy Wesselson
Small store with not much in it. Try the one at Burlington Centre instead.
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January 2024 by Kim Fayne
REALLY rude staff.
Don't spend your money at a location where they can't talk decently to their paying customers. Really disappointing & gross considering everyone around you was using friendly, happy tones & you're the disappointment received back....
Lol & after reading the other comments, Mike, just be fired already, you're a terrible worker/manager of the store.
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December 2023 by Louise Taylor
I love that Marks carries a Tall feature on their Denver Hayes men’s shirts line. Have a tall husband and these shirts and sweaters are perfect. Had to order a couple and they arrived in 3 days to my house. Great quality clothes.
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December 2023 by Adrian Manickam
We had a number of purchases, exchanges and returns which we had to make. We were helped by Eric who was excellent. He was patient and extremely helpful. Great service made what would normally be a tedious shopping experience so much better. Thanks.
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November 2023 by D C
Marks has gone down hill for a while. The Denver Hayes and Dakota brands are junk. Definitely not what they used to be. Jeans tear at the pockets after 2 wears. I have tried to return items with receipts to this location and are always treated like I'm trying to scam them. I no longer shop at this overpriced non-work wear store.
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November 2023 by Amy Chamber
Came in today at 4:40 to buy a pair of work shoes. As soon as I walked in an older lady was rude off the back saying “if you want shoes why would you come 10 minutes before we close.” I had been working all day and it was 20 minutes before close and was just going to get the first pair I found so don’t know why it was a problem. Then had someone named Mike help me who was one of the rudest customer sales worker I’ve ever doubt with in my life. If he wanted to be as rude as he was to customers than he should not be working in the industry. I was so fed up with the rude service and belittling from Mike and the older lady that I didn’t even buy my boots. To make things worse I think Mike is one of the managers. Mike should really learn some customer service skills and treat people better if he doesn’t want to lose more customers for marks.
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November 2023 by Nicholas McAuley
Unfortunately I can only give this a 1 star. Today I went into marks looking for a pair of work pants which marks is supposed to be known for but they had a total of 6 pants in the style I needed for work. It’s really getting annoying to drive to this store and find that nothing I need is ever available and I’m then finding myself finding it online having to wait 3 weeks for shipping. Marks is definitely not what it was, won’t be surprised if this franchise goes under if they keep this kind of stock.
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November 2023 by Sheila Wilson Moodie
I got some really nice ladies' shirts on sale!! Yay!!
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January 2023 by Candice Burkholder
Staff was friendly and lots of clothing options. They've really changed their products and seem far more upscale but with an honest price point.
