Goodwill Niagara

One of their employees Simone was a breath of fresh air for how customer service should look like, she was very sweet and helpful!

The staff was incredibly rude when I walked in at 4:10 p.m today (02/21/2026). All three kept telling everyone that walked in how they close at 5 today and not 9 like usual, and felt the need to make comments about how much they hate people being in the store near close. These are comments you keep to yourself and not constantly at the customers. 3 employees made 5 comments within 2 minutes, so we just turned around and left. MCC thrift around the corner if way a lot more customer more friendly, and has an overall better inventory. Actually literally any other thrift store in the area would be better than this location.

I regularly buy Blu-rays from Goodwill and understand they are final sale, which is why I asked to open a still-wrapped Blu-ray at the Welland Ave location to inspect the disc before purchasing. I’ve previously bought “new” wrapped discs from Goodwill that had disc rot/water damage and were unplayable. Despite this reasonable request, the manager (Claudia) refused without explanation beyond “because I said so,” and told me to call corporate if I didn’t like it. This was rude and condescending. Ironically, the wrapped Blu-ray was priced the same as unwrapped ones ($2.99), so the packaging clearly doesn’t affect value—yet customers aren’t allowed to confirm the disc actually works. To make matters worse, when I asked for the corporate number, I was given the store’s phone number instead. Overall, this experience left me with the impression that Goodwill is more concerned with making the sale than ensuring the product is usable. Very disappointing customer service.

I wonder what happened to the tall gentlemen taking donations at the back door, seems he was able to keep the area clean and tidy and be efficient! I recently went to donate a few items and looks like a tornado hit !! Stuff everywhere and bins overfilled. Definitely probable cause for the health board to pay a visit.

I go to this store often, it’s hit or miss whether the staff are friendly or not but I have witnessed Crystal being rude to multiple customers and staff over the times I’ve been there. I was there today, went to try on some items and asked a nearby staff if he could open a room for me and he said I had to ask at the front. At that time, a room opened up so I went in and crystal came knocking on the door saying that I didn’t check with her and she needed to make sure I didn’t have a backpack. I got my clothes back on and opened the door and she had left (I did not have a backpack, simply wanted to try on a handful of items). It would have been nice for the employee who I had asked went and got someone for me and I get it, people use change rooms to steal but this is far from the first time this particular staff had made me feel unwelcome and from previous reviews, I’m not the only one.