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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an Arcadia purse online on 10/10/24 as a gift. Upon finding out that same day that it was the wrong purse, I contacted TJ Maxx the same day to cancel the order. The item had not yet shipped and the payment was only pending. I was told that they would not cancel the order. Instead I had to wait for the order to arrive and then return it to get a refund. However, ** Maxx steals $11.99 for a shipping charge. The site says they charge this if you return it by mail. I took the item back to the store and was still charged. I was actually charged more. I was charged $12.09 for shipping. I was only refunded $109.99 of the $122.08 I originally paid for the purse. I found out that if I had mailed the item back, they were going to deduct $11.99 for the original shipping plus $11.99 for the return shipping. The plan was to steal $23.98. This seems like a scam to get ****** I should not have had to pay a shipping charge for an item that did not have to be shipped. I attempted to cancel the same day. Neither TJ Maxx or myself would have incurred any costs. Instead, I was forced to receive an item that I did not want and charged $12.09 to return it which is more than ** Maxx says they charge to ship. This appears to be designed to steal money from customers. I was scammed out of even more money than their policy even states. I want the additional $12.09 refunded. I want my full payment refunded as this was no fault of my own. TJ Maxx created a shipment that was unnecessary and I should not be penalized because of it.
Business response
10/22/2024
Dear ****,
Thank you for contacting TJ Maxx Customer Service.
We regret any inconvenience this has caused. We have submitted a refund for the return shipping fee to your bank on 10/21/2024. The refund should show on your original form of payment in 7-10 days but may vary depending on your bank. We appreciate your reaching out.
We're happy to help!
Sincerely,
Grace
TJ Maxx Customer ServiceCustomer response
10/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response (and issuance of said refund) does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** ******Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order on June 14 of 2024. The order was paid by credit card. It is Now October 15 still have not received my order. We sent an email out to Marshalls on July 8 asking what the status of our order was they responded that they were working on my order still. I just called up Marshalls today to ask about my order why I havent received it. I was told theres nothing they could do because its been 60 days since the order was placed, they cannot give me a refund. The reason I called them is not because I want to refund its because I want the product that we paid for and got built for already and they said theres nothing they could do order the product again and pay for it I asked supervisor I was told that they were all in a meeting and I just dont know what else to do. Im very frustrated. Ive spent my whole day so far trying to contact somebody in corporate and cannot get anywhere with this problem like I said I was charged never received the order , and they are telling me that does nothing that could be done. Theyre basically going to keep my money but not give me what I paid for.Business response
10/17/2024
Dear Salvatore,
Thank you for contacting TJ Maxx Customer Service.
We regret any inconvenience this has caused. A refund has been issued in the amount of $89.97 to reimburse you for order #29730034320. Your refund confirmation number is RET07886227.
Please allow 5-7 business days for this amount to show up on your bank or PayPal statement, depending on your banking institution. We appreciate you reaching out and are happy to help.
Sincerely,
Grace
TJ Maxx Customer ServiceCustomer response
10/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22424946. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Salvatore CollemiInitial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to formally dispute an error on my credit report. After reviewing my report, I found an account that does not belong to me. As a victim of identity theft, I have taken steps to report this issue and have filed a complaint with *****************. I have enclosed copies of the complaint for your reference.The account in question is as follows:Creditor Name: SYNCB/TJX COS DC Account Opening Date: March 9, 2021 Account Number: ************ Balance: $635 I request that this account be investigated and removed from my credit report, as it was opened fraudulently without my authorization.Please update me on the status of your investigation and provide a corrected copy of my credit report once the errors have been resolved. If you require any further information, please do not hesitate to contact me.Thank you for your prompt attention to this matter.Business response
10/09/2024
Dear *****,
Thank you for contacting TJX Customer Service regarding your TJX MasterCard or TJX Rewards credit card account.
Your TJX Rewards credit card account, which includes billing questions, Reward Certificates and payments, is administered by *******************. You may visit their site at *********** to log in for self help options, including chat. If this is your first visit, please register to log in.You may also call them at **************, and they will be happy to help.
You are a valued TJX customer, and we appreciate your inquiry.
Sincerely,
Grace
TJX Customer ServiceInitial Complaint
10/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered a pair of boots from Marshalls 9/20/24 they were in stock 6 days later 9/26/24 I received an email from Marshalls advising me that my order was canceled and I would receive a gift card BY MAIL I ordered the boots online and would like a refund because I would like to purchase the boots from another site. I was informed by a Marshalls agent (********) VIA chat on 9/26/24 that I would not be able to receive a refund online only by a gift card that I would need to wait for in the mail. I really would like a full refund so that I could purchase the boots I orders that according to Marshalls they don't have. I only purchased the gift card because Marshalls had the boots I wanted on sale and expected the bootsBusiness response
10/08/2024
Dear *******,
Thank you for contacting TJ Maxx Customer Service.
We regret any inconvenience this has caused. We have confirmed that the item was cancelled due to an inventory error. The refund was issued in the form of a gift card that was sent by physical mail. The gift card was received 10/01/24 and has been used towards a new order.
We appreciate you reaching out. We're happy to help.
Sincerely,
Grace
TJ Maxx Customer ServiceInitial Complaint
09/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This complaint is regarding my overall shopping experience for the past year with the TJX Companies. I have found that several of the stores hold Items for specific customers and will not even put items on the shelf. Hard to find items that go viral are being held in the back by managers and employees for specific people. I dont know if they are being paid for this or what. This needs to stop as it is contributing to an unpleasant and unfair shopping experience. I will start getting store names, numbers, manager and employee names going foward to report this. Please start this conversation within the company at the top and ensure that it gets down to every store level in a meeting with the staff to stop doing this, it appears discriminatory.Business response
10/07/2024
Dear ********,
Thank you for contacting TJ Maxx Customer Service.
We appreciate your feedback and have passed your comments on to the appropriate people.
Sincerely,
Grace
TJ Maxx Customer ServiceInitial Complaint
09/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/17/24 I purchased a gift card for $150.00 at the *************** location in *********. The gift card and receipt were accidentally thrown away and never used. I contacted the Carmel Mountain store at 3:54pm on 8/22 and spoke with the manager on duty who advised he could attempt to look up the transaction and card number that I could use to contact customer service and cancel the gift card as long as it was never used. The manager looked through the various register transactions for that day and said he could not find any transactions for the $150.00 charge, but did provide me the customer service phone number to see if theres anything they can do. When customer service was open the following day on 8/23 I called and was advised that there was nothing they could do in this situation. I filed a dispute over the charge with my bank on 8/23 since The TJX Companies **** could not provide any proof of the purchase. The TJX Companies **** was able to provide my bank a copy of the receipt proving this was a valid transaction. The receipt provided is redacted and doesnt give the gift card information. My bank did not charge back the $150.00 and my bank claim was closed with notification to me on 9/26. The TJX Companies provided my bank their return policy language which does not mention anything about gift cards. I would just like to have the gift card number provided to me so that the card can actually be used, or I would like that gift card cancelled and a new one to be issued to me.Business response
10/07/2024
Dear Mar,
Thank you for contacting ************************ regarding your gift card.As stated on the back of our gift cards, we are unable to replace the card if lost or stolen.
We regret any inconvenience this may cause.
Sincerely,
Grace
************************Initial Complaint
09/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought house shoes and they faded my feet pink for a month. I called "TJ Maxx" and the guy was very rude and slightly disrespectful. I'm disabled veteran and was preparing for upcoming surgery.Business response
10/07/2024
We were disappointed to learn that the shoes you purchased did not meet the standard of quality that we carry. As a token of our sincere apologies, we are sending you an egift card in the amount of $20.00 to reimburse you for the shoes. It may be used in any of our stores and online at **************************, **************************, and **************************. It will be sent in a separate email from ******************************* within one - two business days. Again, thank you for taking the time to write and for bringing this to our attention. If we can be of any further assistance, simply e-mail us back.Initial Complaint
09/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order order on September 23rd from **************************, one of ***'s entities. I received a shipment notification on September 26th with an alleged tracking number. The tracking number provided for OnTrac, 1LSCXZ725526793, does NOT exist. I have tried contacting ****** and they have no record of such a number even being created. I have contacted Marshalls (the *** entity) several times via phone and chat to get the correct tracking information. NO ONE has assisted me. It is now well past the ***** hrs that a tracking number might take to update and this tracking number still does not exist according to ****** and therefore my order is clearly not being sent to me. Marshalls has done nothing. I have attempted again to get assistance from them, this time via their online order inquiry form. I have tried on multiple browsers and devices and each time receive a "forbidden request" error when I try to submit the form. I'm clearly not getting my order. Marshalls still has my money and I am out of patience. I want my money back.I've attached the order confirmation email, the shipment notification email (with the imaginary tracking information), and a screenshot of the ****** website showing that the tracking number doesn't actually exist.Business response
10/03/2024
Good day,
We regret any inconvenience this has caused. A refund has been issued to reimburse you for your order. Your refund confirmation number is RET07869422. Please allow 5-7 business days for this amount to show up on your bank or ****** statement, depending on your banking institution. We appreciate you reaching out and are happy to help.Customer response
10/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*****************************************************************************************************************************************************. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ***********Initial Complaint
09/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Today I was attempting to order a Marshalls gift card for my sister in-law for her birthday. The first transaction didnt go through due to some sort of website error. I reloaded the page and tried again, not realizing the first gift card was still in my cart. I used ***** Pay to complete the transaction and only after did I realize I had purchased two gift cards instead of one. My complaint is the at Marshalls does not offer any way to cancel or modify an order once it is placed. We are in 2024, and I feel it is an industry standard to be able to cancel an order within a reasonable time frame. I contacted Marshalls via their chat support, who forwarded me to a separate customer service line who had no record of my purchase. They then directed me to Marshalls telephone support who notified me they could not cancel any orders. Im going to attempt to cancel the charge through my credit card company (**********), but I want this on your radar in case that doesnt work.Business response
10/03/2024
Good day, We regret any inconvenience this has caused. We reached out to you today and left a voicemail letting you know that your order was successfully cancelled, and you were not charged. Please reach out if you have any further questions. We are happy to help.Customer response
10/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *********Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi, I have a problem with winners that theyre not willing to fix and trying to gaslight me. *** bought an earring on Sept. 23 2024. The display had a small section with a sign that has 14kt gold written on it so I went up to check what they had. I went closer and I requested help because I saw the pair of earrings I was interested in. *** asked the sales representative if its 14 kt gold and she said yes. When I got home I opened the box under the earrings there was a small pice of foam and under that in the bottom of the box Ive found a tag that said 14kt gold electroform on a resin core. I right away called customer support and let them know of my issue that I have an allergy to different type of metals and they told me that theyll investigate since then theyve contacted me saying they cant help me with my refund because its 14 kt gold. Theyre oblivious to the fact that I was sold an earring as 14 kt gold because thats how its advertised when its only 14kt plated resin and once the top coat comes off I wont be able to wear it due to my allergy. I didnt know what I was buying because its falsely advertised on the display and by the sales associate also. I should've been informed that the product is gold plated only then I wouldve had the chance to decide whether I wanna buy it or not. Could you please help me resolve this problem? Thank youBusiness response
10/03/2024
TJX Canada has assessed the complaint of Ms Balogh in depth. Only 24 carat is pure gold. Gold that is less than 24-carat will contain other alloys. We endeavor to label our merchandise accordingly and per the email of Ms Balogh, she was aware to have purchased a 14-carat gold. We will not refund the purchase made by the customer as we expect customers with allergies to make informed decisions by reading the labels prior to making a purchase.Customer response
10/03/2024
Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22346279. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My issue is not that it’s not 24k gold. The issue is that your company advertises it as 14k gold earrings when it’s not. It’s 14k gold PLATED. I wasn’t informed of that. There was no indicator that the earrings are only plated. It’s a resin core plated with 14k gold which I can’t wear if the top layer of 14k gold comes off( as you know it can come off due to everyday wear) The sales representative didn’t disclose or none of your displays had that information. If I want to buy 14k gold I should get exactly what I ask for not gold with some other materials under it. Your company is oblivious to the fact I was sold something that If I had known what it was made of I wouldn’t have made the purchase. It’s your sales representative’s and store’s responsibility to inform customers. I asked her and she said yes it’s 14k gold but never mentioned that it was plated. False advertising is illegal.Also when I asked the customer service representative if I could talk to someone else she refused and told me she will be more than happy to submit my comments|concerns for me. Horrible experience and totally ripping off customers.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Henriett
Business response
10/09/2024
Dear Henriett,
Thank you for contacting Corporate Customer Service.
Our Winners Team in Canada has assessed the complaint in depth. Only 24 carat is pure gold. Gold that is less than 24-carat will contain other alloys. We endeavor to label our merchandise accordingly. The purchase made was a 14-carat gold piece. Unfortunately, at this time a refund will not be processed. We encourage customers with allergies to make informed decisions by reading the labels prior to making a purchase.
We apologize for any inconvenience.
Sincerely,
Grace
Corporate Customer Service
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