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Goodwill Industries Really Really Really Bad Customer Service

So in the past, I was a different person and if this would've happened then it would've gone down a little differently, but since I'm a little older and hopefully a little wiser I just burn people on paper. This letter will be faxed to Goodwill corporate headquarters, the donation express location, Call Kurtis, Call 3, and all social media outlets.

Goodwill Industries International
8001 Folsom Blvd, Suite 200
Sacramento, CA 95826

To whom it may concern:
On Saturday April 4th, my children and I decided to go to our storage and gather some items for donation. With Easter the following day I figured it was appropriate to teach my children about altruism, the joys of donation, and its cyclical effect in the community (i.e. offering much needed jobs in this economy).  We spent a good time of our afternoon gathering items, 5 bags worth of clothing and toys hoping it will find itself in a good home. So far, this sounds like a great story right? What could possibly go wrong, you ask? In all my 37 years of life, I have never been disrespected during the act of charity until that day. Allow me to rewind…. I’m dropping off my bags and I notice no one is at the front. My son is holding the door open for my while I go back and forth from the trunk of my car to the front reception area. I noticed the place was very filled and there was no bin to put the donations like normal. As I drop off the last bag I patiently wait for the Goodwill representative greet me or acknowledge me. I’m assuming they are doing something in the back. Finally after my 5th “Hellooooo?” someone walks up begrudgingly and angrily chastises me for placing my bags in front of the door. I calmly explain to her that I wasn’t planning on leaving it there but there was no bin. She continues to berate me and go on and on about it being a fire hazard and “can’t I see that she is so busy?” I reiterate and tell her I was not planning on leaving it there and that I cannot see behind the front wall. But I did ask her “Busy smoking in the back?” (I don’t smoke and I can smell cigarette smoke acutely.) She replied with “ Oh’ hell fuck no!” I told her she was rude and asked her for her name which she proudly provided. Then had the audacity to sarcastically wave me off and dismiss me.
 I did not appreciate her tone of voice, nor the fact that she disrespected me and my children by using foul language. I did not appreciate her accusatory claim that all the boxes and bags left in front of the door were from me and that I was causing a fire hazard. I did not appreciate her aggressive demeanor. I did not appreciate her lack of shame as she clearly got called out on her unprofessionalism. She ruined an experience that I was trying to have with my kids the day before Easter. My five year old son was pretty shaken up by it and he kept repeating “I don’t like it when someone is mean to my mom. I don’t want it to ruin Easter.” That’s the memory he is going to have every time I tell him we need to gather up our items for donation at Goodwill.
I believe in the Goodwill’s Mission Statement: “Goodwill works to enhance the dignity and quality of life of individuals and families by strengthening communities, eliminating barriers to opportunity, and helping people in need reach their full potential through learning and the power of work.”
I frequent Goodwill thrift stores, I donate to Goodwill, I tell people about Goodwill… I am an advocate of Goodwill and the service it provides our community. However, a business is only as good as its employees. Employees and the experience they offer are the face and the front line of the company. Your employee, Diane, at the 4010 Foothills Blvd Express Donation location is doing your company quite the disservice. If she is happy at her job by the way she proudly presented her name tag, I shudder to think what she is like on a bad day. I should not be castigated by someone who clearly got caught on an extended smoke break. She screamed the “F” word in front of my children the DAY BEFORE EASTER!!!  

I demand an apology. My children deserve that. I’ve forwarded this letter to your corporate headquarters and I hope to hear from someone before the end of the week. My contact info will be listed below. Thank you for taking the time to read this and I look forward to hearing from you.


Josanne English

Link to Trinidad's reaction on Youtube:

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