Ollie's Bargain Outlet

I’ve shopped at Ollie’s on occasion for years as I'd rely on it to furnish and stock several of my rental properties. Unfortunately, my recent experience at the New Hartford, NY location reflected the complete opposite. I attempted to return a brand-new, fully sealed mattress well within the stated 30-day return window (only 11 days after purchase) and had the original receipt in hand. The mattress was purchased for a guest room as a precaution but remained sealed in its packaging as we found a better-suited option the next day. Came in on my next available day off to make the return. When I arrived at the store, I immediately noticed that employees were tense and hesitant, frequently seeking approval before acting and were crass to one another. That signals an issue with management direction, not with frontline staff. At the counter, the assistant manager, Elaine, was called to process my return. From the start, her tone was curt and dismissive. She did not inspect the item, ask clarifying questions, or reference the store’s policy before flatly denying the return. Each attempt I made to explain was interrupted loud and sharply. What made the moment even more disappointing was that I had my friend’s 13-year-old son with me, helping carry the mattress in. He stood reading the signs behind the register. • “30-Day No-Hard-Time Guarantee” • “Honesty Is Our Only Policy” • “The Customer Is Always Right” He was confused, as she ignored all three messages in practice. On our way out, he asked why they posted those words if they didn’t mean it. It turned into a lesson on how culture and leadership-not slogans-determine whether values hold true. Customers witnessed this as well. It was uncomfortable for everyone there. I shared the experience with a few others locally. Several mentioned similar encounters. That consistency suggests the problem isn’t isolated- it’s systemic. The issue wasn’t the mattress- it was the principle and clear disconnect from customer service and unsettling work environment for their employees. Ollie’s has built its reputation on great deals, but values matter more than savings. I’ll continue supporting other Ollie’s stores where professionalism and fairness are still practiced- but I will not be returning to the New Hartford location. Buyers, be aware.