Goodwill Industries

I am a thrift store junky!!! I admit it… put me down on the streets of Rome Italy and if my friend asks «Should we go see the Colosseum now!?» I would answer «I guess… but first let’s see if there are any thrift stores!!».
The Goodwill in Scotts Valley has a very good selection. Being a relatively ‘rich’ town not many locals come down to purchase and the Santa Cruz folks don’t go all the way to Scotts Valley for thrifty stores so there is lots to look at!
This would have been a 5star review but I have to give it only 3 for the following negative customer experience.
I preface all this by mentioning two things.
First something that was drilled into my head by my dad (rest in peace dad)…
IT IS THE PRINCIPLE OF THE THING…
Second is something I have learned managing customer support groups for 25 years…
DON’T CREATE RIGID PROCESS — BE FLEXIBLE WITH YOUR CUSTOMERS AND YOU KEEP CUSTOMERS…
I purchased a coffee maker in a sealed box on Sunday for $ 7.50. I was told I should keep the receipt and if the product did not work I had three days to return for store credit or refund. When I got home and opened the sealed box there was a completely different product inside.
I tried to return the item on Monday (receipt in hand). I was told I could only get a store credit. I spoke with the store manager saying that I was told I could get a refund or store credit. The store manager was rigid in saying ‘That is the policy of Goodwill and I can only give you a credit’. I tried to discuss this more but he was unwilling to take any exception to the ‘rule’ and said he knows that his employee would have only offered ‘store credit’.
From a ‘Customer Service’ perspective when you play the ‘My Employee vs Customer’ you are being adversarial. You are essentially telling your customer they are not telling the truth and the employee is. Without being there to witness you are assuming this conclusion. It is good to support your team but at the end of the day it is the customer we would think is the priority.
In my experience with the same experience I would have…
1) Apologized (saying ‘I am sorry’ is free and goes a LONG way).
2) Reinforced the policy to train expectations of the customer.
3) Given the customer the money back again reinforcing ‘This is a very special thing I am doing and I cannot do it again ok’.
Conclusion from this action —
You keep the customer!
You maintain goodwill (HEY that’s the name of this store huh!!!)
.and we are talking $ 7.50 here folks! And I’ve spent a LOT of money at this place (remember I am the Thrift Store Junky!).
Spent as in ‘past tense’. I don’t see any future tense use of the word ‘Spend’ in regards to this store.
The funny thing… I took it upon myself to break the rule of ‘credit only’… I told him to take the item back and that I did not want a store credit.
I told him that the $ 7.50 was not the issue but rather it was the principle of the thing. I told him the issue was the store manager and his unwillingness to work with the customer. We both know giving me $ 7.50 would not jeopardize his job. If we are both honest it was a matter of pride not professionalism.
If it was a matter of following the rules then he should not have agreed to take the item back without issuing a credit because doing so is in violation of Goodwill’s rule to only issue a credit ;)
‘HA I’ve run rings around you logically!!” *(10 extra pts for those that can name the Monty Python skit that uses this line!)

After 7 years of using (and donating at) this Goodwill, I feel it is time to say thanks for all their great organization, friendly staff, and quality goods. I’ve used their stuff to help outfit my girl’s college apartment kitchen, find hiking pants and work-​out clothes, and to find dog blankets and leashes for my two Buhunds. We also donate here regularly to help support the great work Goodwill Indust. s do for our community.
Thanks!

I have come back a couple of times since the time I had a bad experience trying to return some defective merchandise. These last experiences are all been positive. Just recently I was there and found a brand new pair of Coleman hiking boots for about $ 5 for my boyfriend– awesome! If anything the best deals here are on the shoes always. But yes, I have learned my lesson– I will NOT buy a pair of shoes here unless I really check them out first. Still, in comparison to other Goodwill stores in Northern California– this is one of the few stores where there is a fixed price where most shoes are about $ 5, sandals are $ 3 and boots are about $ 8. That means you can find name brands among cheaper brands for the same price! A great deal. I have been to many Goodwill stores up in San Jose that charge $ 10 — $ 25 for used shoes… and I think that is very ridiculous.
The jewelry is still overpriced generally but this store does have a great selection of used jewelry– it is one of the best in my opinion. But yes, much of it is overpriced like once I saw a Brighton charm bracelet there for about $ 40 and even though it is a high end costume brand, its resale cost was not much less then its original cost. This is a brand I like and I am aware of their value. But there has also been times when i have found pretty jewelry pieces for cheap. You just have to really look because there might be one great treasure that is a bargain among the rest.
This Goodwill also gets a great selection of clothes and in comparison to other Goodwill stores is of the typical usual price. The prices are reasonable and are like the prices you will see in most other Goodwill stores. They do get great selections of clothes some name brands and new styles. Every week there is a certain color price tag that gets 50% off on all merchandise which especially makes for a great deal on clothing especially but it is best to come in the beginning of the week to take advantage of this deal as toward the end of the week less of the merchandise with the specific color tag can be found. And again, this is one of the few Goodwill stores in Northern California that has the weekly 50% off specials. I have been to many Goodwill stores especially in San Jose that only mark down merchandise to 20%!
So the best deals here are on
— shoes at $ 3 — $ 8 (but examine them thoroughly before purchase as there are no returns)
–weekly 50% off specials on certain colored price tags
–scarves are all about $ 3
–all purses are $ 5 unless specially marked
The not so good deals are on
— jewelry is overpriced for a thrift shop but still can find some great deals
— costumes during Halloween can be expensive esp. if in brand new condition
–collectibles especially in the cabinet

Friendly and clean, and often with quality merch. Books are overpriced, as are other items quite often. But the people are kind and the aisles easy to browse, so worth a regular visit if you enjoy hunting for treasures. Plus they are generous in accepting iffy donations, making it easier to clean that garage.

You never know what you’re gonna find but most importantly they spin classic rock and mighty good tunes. Stop in if you have time to spare and relax searching for hidden treasures. Today I found a vintage pillow and a hand woven place mat perfect for under a house plant… four dollars ten cents!

As a somewhat regular at this location, I have really noticed ever since Jamie has been the manager, the store looks much nicer, and the overall appearance is better and cleaner.
He constantly walks the store, handles all sorts of situations in a professional manner. It is a much nicer place to shop.

I discovered this location a few years ago and have become a regular! The store is immaculate, staff is friendly and always happy to help. The manager (Jamie) has not only made Goodwill in Scotts Valley a designation for many people looking for a bargain… but people like me that loves to look good and can do so without spending a fortune. I wear the most amazing clothes and jewelry and when people say WOW! I love your (fill in the blank)…I say «Oh, I bought this at Goodwill in Scotts Valley!». They usually reply «you should say you bought it at some houty touty store or boutiqe! Why would I? The store is my all time favorite in this area… unless you have $ 50 to buy «vintage»: t-​shirts downtown Santa Cruz… hum…think I will pass.

I’ll start with the positives. Clean, organized store. Friendly staff. Now the negatives. I went in yesterday and kid you not they had a dresser priced at $ 349! For three seconds I thought I got lost and wasn’t at a goodwill but next door at the furniture shop. Other items are priced too high as well. A ghost ornament made out wire that is 3″ tall for $ 9???
Goodwill used to be the place you could afford to decorate your house for great prices or buy a purse for $ 5. I think those days are gone. I think some staff members are going on Ebay and pricing items from there. What a shame.

How can Goodwill get a bad review? They have a drop off station in the back and they almost always take whatever donations I want to drop by.

Clean, but small. Interesting, but not exceptional.

99% of the time I come here to drop stuff off and 1% I come here to browse. Friendly and attentive staff. Clean and well organized. I have seen some awesome brand name and major designer items here for practically nothing!

Good will isn’t the cheapest thrift store around, but the overall prices average about the same. It seems the charge a lot for some things and very little for others depending on what they are, so I feel it evens out a bit.
This one is nice, it’s not «too small» like others have said, but it’s not a blockbuster one either. It’s clean, airy and uncrowded with a variety of usually good-​quality items. The clothing is always in its place and the T-​shirts are cheap cheap cheap! In fact, when they have them out for 3 for $ 1, I will look specifically for shirts for my friends and give them away as surprise gifts.
The staff here is friendly and smile a lot, and at worst merely indifferent.
The setup of the place is easy and straightforward and I really enjoy having a door in the back as well, because when you park there, it would be a pain to drag a piece of furniture all the way around the store.
Being that this is the Scotts Valley goodwill, there can be rather high-​quality items here if you get lucky. I have found a professional-​grade juicer ($ 400 new) for $ 10, missing only one part that was $ 6 online. I have found canon digital cameras for $ 30 that worked perfectly, brand new T-​shirts for 33¢, etc. The rich folks in SV tend to give away anything they feel is «too old» and it can really be a boon for those who want to find a good deal on something.
Well worth at least a quick look. The parking is easy, and it’s rarely crowded, as the aisles are large and accommodating. Viva la thrift!

Pretty small little Goodwill in comparison to my neck of the woods, HOWEVER it is very clean, well organized, and the items are fairly priced. I am becoming more of a «thrifer» these days so there really isn’t a «stigma» for me going in a Goodwill. This one had some great stoneware and OMG the cutest vans (just a half size too small dang it!). The staff were kind and helpful. I didn’t feel overwhelmed there and it was just a nice experience. I would do 4 stars, but as I said it was small. When in town, I will definitely visit it again!

It’s just fun to go and look. sometimes I get some good buys.

I should disclose that I am a professional when it comes to shopping/​sifting/​selecting from resale stores. This might be the best goodwill on our coast.(so sorry SF store on Van Ness) The other is in Rockland Maine. That said, professional staff with a big footprint that has a great selection of fabulous finds.
Goodwill– it’s not just for halloween anymore.

I am so seriously over Goodwill. For some reason, they feel that they can charge way more for the same crap as other second hand stores. This one is kind of small. Lately they have done away with marking down items with certain color tags. So now you can’t really even find a bargain here. Not to pick on this particular store, I’m just annoyed with Goodwill in general right now.