A Conversation with a Goodwill Customer
July 10, 2026We recently sat down with a customer who had questions about shopping, donating, and what Goodwill actually does behind the scenes. Their questions were thoughtful and honest, and chances are, you may have wondered some of the same things.
Here’s what they asked.
Meet Alex, a First-Time Goodwill Shopper
Alex: I’ve heard of Goodwill, but I’ve never actually been inside one of your stores. What exactly do you offer?
Goodwill: We offer a lot more than people often expect.
Our retail stores sell affordable secondhand items including clothing, shoes, furniture, home décor, books, toys, electronics, and more. Because donations arrive daily, our inventory changes constantly, so every visit feels a little different.
But shopping is only part of our story.
As a nonprofit, our mission is changing lives…helping people help themselves through the power of work. Revenue generated through the sale of donated goods helps fund employment, training, and career development opportunities for people in our community, including individuals with disabilities, people transitioning from homelessness, and returning citizens reentering the workforce.
Alex: I honestly didn’t realize Goodwill was a nonprofit.
Goodwill: A lot of people don’t, and we hear that often.
Goodwill of Central and Coastal Virginia has served this region for more than 100 years. When people shop or donate with us, they help support programs that create opportunities for individuals facing barriers to employment.
What services do you offer?
Alex: So besides your stores, what services do you actually provide?
Goodwill: We provide opportunities for people to build skills, gain experience, and grow meaningful careers.
We hire across many departments throughout our organization and support associates through our earn while you learn model.
Through the Goodwill Academy of Virginia, associates have access to a wide range of training classes, soft skill development, and career-building opportunities, all while getting paid to learn. Associates also work with a Success Coach to create a career plan, build confidence, and connect with resources that support their long-term goals.
For many people, Goodwill is more than a workplace. It’s a place to grow, gain stability, and build a path forward.
What forms of payment do you accept?
Alex: If I shop in-store, how can I pay?
Goodwill: All of our retail stores accept:
- Cash
- Debit cards
- Major credit cards
- Mobile and contactless payment
We aim to make checkout quick, convenient, and accessible for all shoppers.
What are your hours?
Alex: What time are your stores usually open?
Goodwill: Most Goodwill of Central and Coastal Virginia retail stores are open:
Monday through Saturday, 9:00 a.m. to 8:00 p.m.
Our attended donation centers and other specialty locations may have different hours, and schedules can occasionally change due to holidays or severe weather, so we always recommend checking your local store before visiting.
What areas do you serve?
Alex: Is Goodwill National? Where are you located?
Goodwill: All Goodwill organizations operate independently and regionally. We proudly serve communities across Central and Coastal Virginia, including the Greater Richmond region, Hampton Roads, and surrounding areas.
With retail stores, attended donation centers, support centers, and employment programs throughout the region, we’re able to serve thousands of people every year.
I’ve seen rumors online about Goodwill. What’s true?
Alex: I’ll be honest. I’ve seen a lot of things online about Goodwill, like that donations just make people rich, that executives are overpaid, or that Goodwill doesn’t really help people. How do you respond to that?
Goodwill: We appreciate people asking directly because there is a lot of misinformation online.
First, Goodwill of Central and Coastal Virginia is a local nonprofit, not a for-profit corporation. We do not have shareholders or owners collecting profits from donations.
Revenue generated through the sale of donated goods helps fund our operations and, most importantly, our mission-focused programs, including employment, training, career coaching, and support services.
Like other large nonprofits, we also have operational costs such as running stores, transportation, facilities, utilities, technology, and supporting nearly 1,500 associates across our organization.
As for executive compensation, our CEO’s compensation is determined by an independent local Board of Directors using market data and nonprofit governance best practices.
Most importantly, we encourage people to look beyond rumors and focus on impact.
Every year, Goodwill helps thousands of people access employment opportunities, gain skills, and move toward greater independence through work.
That impact is real, and it happens right here in our community.
Alex: I think people see a thrift store and don’t realize everything happening behind the scenes.
Goodwill: Exactly. What people see on the sales floor is only one part of the story.
What makes Goodwill trustworthy?
Alex: Why should people trust your organization?
Goodwill: Trust is earned through transparency, accountability, and measurable impact.
Goodwill of Central and Coastal Virginia has served this region for more than 100 years and today employs nearly 1,500 people across Central and Coastal Virginia.
We believe in being open about our work and our impact. That’s one reason we’re proud to hold Candid’s Platinum Seal of Transparency, the highest level of recognition for nonprofit transparency and accountability. This recognition reflects our commitment to openly sharing our financial information, goals, strategies, and measurable community impact.
Our mission and values guide everything we do: Respect, Integrity, Learning, Innovation, Teamwork, and Commitment.
At the end of the day, trust comes from doing meaningful work consistently and remaining accountable to the community we serve.
Why should someone choose Goodwill?
Alex: Last question. Why should someone shop or donate at Goodwill?
Goodwill: There are lots of reasons.
Some people come for affordable prices. Some love finding unique items. Others care about sustainability and keeping usable goods out of landfills.
In fact, donations to Goodwill of Central and Coastal Virginia help divert millions of pounds of usable goods from local landfills each year.
But for many, the biggest reason is impact.
When you shop or donate with Goodwill, you help create opportunities for people right here in Central and Coastal Virginia.
That means a donated jacket, a thrifted lamp, or a simple purchase at the register can help fund job training, career services, and support for someone working toward greater independence.
Alex: I came in thinking this was just a thrift store.
Goodwill: We hear that all the time.
People often come for the deals and leave with a whole new understanding of what Goodwill really is.
