Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On Friday, July 19, 2024, I visited Marshalls with the intention of shopping in both the regular and clearance sections. During my visit, I encountered several issues that I feel need to be addressed. In the regular section, I found a massager that did not have a price tag. I attempted to find an employee to assist me, but it was extremely difficult. When I finally located an employee, the price check process took an astonishing 45 minutes. During this time, I was instructed to wait in one section, which prevented me from continuing my shopping.In the clearance section, I found a raised dog feeder. When I brought it to the register, the cashier immediately became combative, claiming the item was not on sale despite the clearance tag. According to Massachusetts state law, the price displayed on the shelf must be honored. The cashier, whose name I believe was *****, became rude and spoke inappropriately about the situation. The manager who intervened was equally combative and incorrectly stated that store policy overrides state law.Throughout this ordeal, I observed multiple customers experiencing pricing issues, indicating a broader problem with how items are priced at this location. The cashier even went as far as to threaten me, which was completely unnecessary. I suggested they review the security footage to verify my claims, but they refused.I am deeply disappointed with the service I received and the lack of adherence to state pricing laws. I spent over $100 during my visit and expected a much higher standard of customer service.
Business response
07/23/2024
Dear ********,
Thank you for contacting Marshalls ***************** We are sorry to hear about your experience in our stores regarding pricing.
Please email us a photo of the item with the price tag as well as a copy of your receipt so that we can further research this for you.
Sincerely,
Grace
Marshalls Customer ServiceInitial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to the Homegoods on southside blvd in ******************** because i called ahead of time and specifically asked if they had the hello kitty halloween blankets. i drove 47 minutes to get there after they said they sat them to the side for me. then when i get there they tell me they dont have them and didnt even care that i just drove all that way. it was so rude and inconsiderate it makes me never want to shop here againBusiness response
07/23/2024
Dear Alexandria,
Thank you for contacting HomeGoods **************** regarding your experience in our ************, ** store.
We were disappointed to learn about your experience. Customer courtesy and convenience are very important to us and we apologize that this was not demonstrated to you on this occasion. Please be assured that we have discussed your comments and concerns with *********************, our Store Manager, for her review and attention.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.
We hope we have the opportunity to better serve you in the future.
Sincerely,
Grace
HomeGoods ****************Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I HAVE REQUESTED TJX TO REMOVE MY PHONE NUMBER FROM THEOR AUTOMATED SYSTEM for over a year now. THEY REFUSED. I NEED THEM TO REMOVE MY PHONE NUMBER FROM THEIR AUTOMATED SYSTEM WHEN CALLING THEIR NUMBER ************.Business response
07/24/2024
Dear *****,
Thank you for contacting TJ Maxx regarding your *** MasterCard or *** Rewards credit card account.
As you may be aware, the *** MasterCard and *** Rewards credit cards are administered by ******************** We will have a Representative from ******************* contact you directly.
You are a valued TJ Maxx customer, and we appreciate your inquiry.
Sincerely,
Grace
TJ *********************Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a ring on 9/23/23 for $599 plus tax. Center stone fell out of ring after wearing 5-10 times. Called customer service and they did not provide any remedy, nor are they able to provide the manufacturers info for contact. Manufacturer cannot be found on internet and is not reputable. They are still selling rings from this manufacturer on their website, but won't give consumers the contact information or any remedy for defective items. This is unacceptable. I have emailed and called, but they do not provide any remedy. The customer service rep tried to ****** and look for the manufacturer. They do not have any information and cannot provide assistance. The merchant team at TJ Maxx buys from this company and has the contact information, but they are not even attempting to provide service. A satisfactory solution would be a brand/manufacturer contact to replace the defective item or a gift card from TJ Maxx in the amount of my purchase plus tax. I understand that defects happen, but the retailer must have some responsibility in selling faulty merchandise.Business response
07/23/2024
Dear ****,
Thank you for contacting TJ **********************
If you would please email us back with a picture of your item, as well as a copy of your receipt, we would be happy to research this return further for you.If you have any questions, please call us toll free at ************ during Mon - Fri, 9 AM-6 PM, EST.
We look forward to hearing from you.
Sincerely,
Grace
TJ Maxx Customer ServiceInitial Complaint
07/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought two cashmere sweater from Tjmaxx online. Was only sent one and a rayon shirt instead of the cashmere one. The tjx in *********** would not take back the shirt I got instead of the cashmere weather that I paid 79 dollars forBusiness response
07/22/2024
Dear *****,
Thank you for contacting TJ Maxx Customer Service.
We regret any inconvenience this has caused. A refund has been issued in the amount of $85.19 to reimburse you for the mis-shipped item. Your refund confirmation number is RET07804398.
Please allow 5-7 business days for this amount to show up on your bank or PayPal statement, depending on your banking institution.
If you would like to reorder this item, please contact our *************************** at ************** and we will waive the standard shipping free.
We appreciate you reaching out and are happy to help.
Sincerely,
Grace
TJ Maxx Customer ServiceInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
TJ Maxx and thereby, Marshalls.com is an unprofessional business entity. They not only overcharge for shipping but when they have shipped the wrong item, they sneakily charge a larger return fee without notifying the customer on their email statement. In attempting to speak with a supervisor at Marshalls.com, I was told it was their policy to not allow this practice but rather, for customers to just send feedback to their general website. These same customer service people (which I have had to call at least 4 times for a stupid $29.99 item), are clearly working from home with dogs barking and kids crying in the background, making it even more difficult. After a call today to headquarters, where I was informed that all supervisors were busy, I was told that I would be placed on a call back list which takes upwards of ***** hours. I have zero faith that I will receive a call. What I do believe will happen is that Marshalls.com will continue to take advantage of unsuspecting customers who don't know they are being taken monetary advantage of. No matter how little the cost, ************************ should be updating to their procedures and processes to the year 2024.Business response
07/16/2024
Dear ********,
Thank you for contacting Marshalls Customer Service.
We regret any inconvenience this has caused. We confirm that the mis-shiped order has been refunded as well as the return shipping fee. We have sent you an email as well confirming this.
We appreciate you reaching out to provide feedback regarding your experience and are happy to help.
Sincerely,
Grace
Marshalls Customer ServiceInitial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Horrible experience about IN STORE purchase This is the most humiliating experience of my life After purchase of two big vase ,Home Sense representative tried to put all in my car. While she tried to put vases in my car, she damaged my car refusing any help from me.After she put both vases in , my car was all damaged , paint is scratched around door .I paid for two vases cca $480 , Pain work on my car cost me $550 .After contacting The *** Company they send me refusing and ignorant e-mail about helping to solve this problem.I'm spending monthly around $1000 in HOME SENSE but now I'm considering to change store.Forever.Business response
07/10/2024
Dear ******,
Thank you for contacting Homesense ***************** We are sorry to hear about the damage to your car. Please provide us with the store location, City and State.
Sincerely,
Grace
Homesense Customer ServiceInitial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order from ********** online on June 9th the total purchase was $1261.36. I returned two pair of the shoes unworn immediately after receiving them via ****** ********** received the merchandise on July 1st, on July 5th the only processed a refund for one of the items returned. Today I called to inquire. A rude unprofessional advised me one of the items was worn which was a lie. The shoes were both too big that's why I returned the. Currently ********** is now on 7/8 telling me they are returning the $661.48 shoes. I repeat the shoes have never been worn. ********** is refusing to refund my money.Customer response
07/19/2024
I have not heard from the business in response to my complaint.Business response
07/22/2024
Dear ****,
Thank you for contacting TJ Maxx Customer Service.
We regret any inconvenience this has caused. A refund has been issued in the amount of $667.79 to reimburse you for the shoes that you were unable to return.
Your refund confirmation number is RET07802194. 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
07/24/2024
[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
07/07/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
My detailed complaint is attached as a .pdf document/file (document name: Letter of Complaint). This section would not allow the appropriate amount of characters to fully explain my complaint.Business response
07/16/2024
Dear *******,
Thank you for contacting HomeGoods **************** regarding your experience in our *********, MD store.
We were disappointed to learn about your experience regarding our store credit card . Customer courtesy and convenience are very important to us and we apologize that this was not demonstrated to you on this occasion. Please be assured that we have sent your comments and concerns with *************************, our Store Manager, for his review and attention in this matter.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.
We hope we have the opportunity to better serve you in the future.
Sincerely,
Grace
HomeGoods ****************Customer response
07/17/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I **s shopping at the kent ** tj maxx ********************************** While I **s shopping a worker started to follow right behind me everywhere I went which is fine whatever but it began to be really embarrassing how she **s treating me as if I **s stealing and really upset me when I asked to talk to a manager about the situation and found out she is the manager . She literally followed me every aisle I **s on standing right at my cart and I absolutely **sn't NOT stealing and haven't even been shopping in that store for years let alone ever shoplifted... it **s soo embarrassing and really hurt my feelings and my ego.... I even went to try on clothes and she followed me told the man working the changing room too extra check my clothes right infront of me and other customers soo embarrassing and completely inappropriate and very unprofessional as a retail manager... and of coarse when I checked out she **s right up there to stand next to the cashier to ring me up... never have I been this embarrassed spending money somewhere... as much as I **nted to not spend money there and leave I love shopping at tj maxx and ******** and Home Goods and really **nted the purse I bought there... but can't stop thinking about how she made me feel completely unprofessional of her and how rude she **s the Lil comments she **s making in her own language and rolling her highs at me and saying are you almost done shopping we are almost closed and when i asked her what time they closed she said check your **tch all rude with an attitude... she **s not saying anything to anyone else when I looked at my phone they didn't close for another hour and half... she **s just **nting me to leave cause she **s following right behind me and **s getting tired of following me.Someone this unprofessional SHOULD NOT BE A MANAGER LET ALONE ALOUD TO WORK IN RETAIL. **s completely a HATE ********* will be going farther then this with this issue.Thank you for your time 7-4-24 6pm SALBA? Manager she saidBusiness response
07/10/2024
Dear ********,
Thank you for contacting TJ ********************* regarding your experience in our ****, ** store.
We were disappointed to learn about your recent experience. Customer courtesy and convenience are very important to us, and we apologize that this was not demonstrated to you on this occasion. Please be assured that we have discussed your comments and concerns with *****************************, our Store Manager, for her review and attention.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.
We hope we have the opportunity to better serve you in the future.
Sincerely,
Grace
TJ *********************Customer response
07/10/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you for your quick response but I honestly feel like I need to have a voice for everyone else bring treated as I did or worse in some other situations as I have been told as I opened up about my HOTRIBLE EMBARESSING TRAMATIC experience and honestly can't fall asleep at nights thinking that I even spent another dollar in this store after being treated as I did... and how the manager so child like with a I'm better then everyone stuck up attitude look on her face was so unprofessional talking under her breath as I left to the other employees... it just is so upsetting that people honestly CAN GET PAID A LIVING TO TREAT PEOPLE THE WAS SHE DOES.... DOES NOT DID. I have spoke to others that say worse she has done buy say why say anything nothing will be done but I am going to try to believe in the BBB to please do something prove your title please.... she doesn't deserve pay to treat people this way as so called being the highest up person I could talk to thar day about my emotional abuse and one of the most embarrassing experiences I've been in a VERY VERY LONG TIME And I promise the last for me and hope lots of others...
FAQ
Regards,********
Business response
07/23/2024
Dear ********,
Thank you for contacting TJ ********************** We are sorry to hear about your experience. We have requested a callback from our Store Manager, ***************************** regarding your experience in her store.
Sincerely,
Grace
TJ Maxx Customer Service
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.