Business Profile

Retail Stores

The TJX Companies, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The TJX Companies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

441 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Incident Report Date: April 1, 2025 Location: ******** Marshalls Involved Employee: Junior Incident Details:On March 24, 2025, I purchased a ***** ****** tote bag from Marshalls in ******** for $43.44. On April 1, 2025, I discovered that the handle of the bag had ripped, making it unusable. I returned to the store to exchange the bag for the same item. However, the store no longer had the same bag in stock, so I selected another tote bag of equal value as a replacement.I did not have the original receipt or tag, as I did not anticipate the bag would rip so soon. However, I provided the card used for the purchase as proof of the transaction. Additionally, the cashier who had assisted me during the original purchase was present and confirmed that she remembered me buying the bag.Despite this, Junior refused to process the exchange, leaving me with a damaged and unusable item. I am disappointed with the lack of assistance in resolving this issue, especially given the circumstances and the verification available.Requested Resolution:I would like the opportunity to exchange the defective bag for another item of the same value or receive a refund for the purchase.
Business Response
Date: 04/08/2025
Dear *********,

Thank you for contacting Marshalls **************** regarding your experience in our ********, ** store.

We were disappointed to learn of your poor experience. Customer courtesy and convenience are very important to us, and we apologize that this was not demonstrated to you on this occasion. We have attempted to reach out to you at the phone number provided and been unsuccessful.
In order for us to research this further, please call **************** at ************** during our business hours of Mon - Fri 9 AM-6 PM, EST.
Initial Complaint
Date:03/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/22/25, I purchased bed sheets from HomeGoods. In one week of normal use, the sheets began coming apart at the seams and had severe pilling, making them defective. On 3/17/25, I attempted to return the defective sheets to HomeGoods in-store, but they refused the return due to a lack of original price sticker. They also declined to look up the transaction or allow me to speak with a supervisor, despite offering transaction details such as the date, time, and register number.On 3/18/25, I contacted HomeGoods corporate (TJX), and they provided me with transaction details by email. However, I was informed that the email details cannot be used for a return. According to HomeGoods return policy, returns without a receipt are eligible for a non-transferable merchandise credit, but this was also denied.
Business Response
Date: 03/25/2025
Dear ****,

We were sorry to hear that you had a poor experience with our stores. We did email you and tried to reach you phone Because we value our customers and would like to make certain that this is addressed. If you would kindly e-mail us back at: *********************** or if you prefer, you can call our *************************** at ************** and speak with any Representative, who will be happy to assist you.

We look forward to hearing back from you
Customer Answer
Date: 03/25/2025
[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:

Home Goods has already refunded my purchase and issued a gift card.
Initial Complaint
Date:03/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 10, 2025 I was at the Marshalls store at *********************************** ********* Georgia. I was approached by one of the managers by the name of ******, regarding getting a reward card. I explained to her on three or four different occasions that if this involved running a hard credit check, I did not want it. She assured me that a hard check would not be run on my credit and it was only an in-store process. After I proceeded to the counter and completed the information on the keypad. I was asked to sign a document, but I asked again if was going to be a hard inquiry on my credit and I was then told that a hard inquiry had been run and that my credit score was only going to drop two or three points. I refused to sign the document.This an unauthorized use of my information and this damaged my credit score that I explain to the manager at that time. I was provided a receipt and was told to call the number on the bottom, which was the actual credit card company. I called them and They explained that due to the circumstances, my credit would not be run. I also the following days spoke with the store manager by the name of *** *****, and also the district manager with the name *****. They both spoke highly of their store and the practices, but did nothing to resolve their bait and switch practices that affected my credit score. I havesince received some letters that I have attached for your review. This store should not be engaging in practices that are going to adversely affect customers! I asked both of the managers to reach out to the credit reporting agencies and let them know that they made a mistake in ordering the credit report and to have my credit score adjusted. To date nothing has been done. I am shocked and appalled that a vendor would use these type practices against customers. Your assistance in resolving this matter would be greatly appreciated.Thank you,
Business Response
Date: 03/25/2025
Dear *******,
We were sorry to hear that you had a poor experience with our stores. Our ************************ has attempted to reach you by phone but hasnt been successful we ask if there is another number or a time that works for us to call you again.
Because we value our customers and would like to make certain that this is addressed. If you would kindly e-mail us back at: *********************** or if you prefer, you can call our *************************** at ************** and speak with any Representative, who will be happy to assist you.

We look forward to hearing back from you
Initial Complaint
Date:03/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a pair of crocs for my niece. They didnt fit, so I tried to return for a full refund. Marshalls employees refused because they said the shoes were worn/damaged. Please see the attached pics for proof that they are neither worn nor damaged. I would like a return and full refund to be processed. Im a loyal customer that spends hundreds of dollarsif not thousandsevery month. The poor customer service makes me no longer want to shop at this company.
Business Response
Date: 03/21/2025
Dear *. *****,

We were sorry to hear that you had a poor experience with our stores. We did email you and havent heard back from you in return. Because we value our customers and would like to make certain that this is addressed, we need a bit more information from you. If you would kindly e-mail us back at: *********************** and let us know the address of the store you were in, and if you had the physical receipt. If you prefer, you can call our *************************** at **************, Monday -Friday 9am to 6pm Est. and speak with any Representative, who will be happy to assist you.

We look forward to hearing back from you
Initial Complaint
Date:03/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a multi branded TJMaxx gift card for $25 at ********* in ****************. When I entered the gift card in and continued to place my order I was given an error that said the order was not processed. Fine, I tried to start again but then they told me my gift card was temporarily disabled. I called regarding this and was told I would have to wait SIX days to use it again which is unacceptable seeing as what I wanted was at risk of sell out. I explained I wanted a supervisor call back and that did not happen either. The balance is still showing as $25 but I cannot use it. This needs to be fixed or they need to reimburse me for the unusable card. It is 2025 and I should not have to wait 6 days to use a gift card because of their error.
Business Response
Date: 03/13/2025

We regret any inconvenience this has caused A replacement gift card has been sent to your email address and should arrive shortly. Thank you for bringing this to our attention. We appreciate you reaching out and are happy to help!
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ** set march 2024 and noticed a hole in it about 2 months in. Mind you, I have multiple pjs and never wear the same one all the time, so I only wore it a few times. I didnt really bother with it until I noticed more holes forming recently. Its a *********************** set. You would think the quality would be better for the price, but no. I paid $50+ 15% tax at winners and Im unable to get compensation for it. I understand this because its way outside the return period, but when it comes to a manufacturer defect especially for a *********************** item, something needs to be done. I even asked if a gift card can be issued instead of a refund at head office level, but theyre refusing to give me one because its not a manufacturer defect they asked me to go in store but I dont want to go out of my way to return something defective especially almost a year later. I am not comfortable doing this. Im hoping something can be offered especially that I am a loyal customer
Business Response
Date: 03/10/2025
Dear *******,

Thank you for reaching out via The Better Business Bureau. We were disappointed to learn that the item you purchased did not meet the standard of quality that our stores carry. We have shared your comments with our Winners, **************** Team, and they let us know that they connected with you by phone/email and will be sending you a gift card to reimburse you for the item. We are happy that we were able to assist you!
Customer Answer
Date: 03/10/2025
[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
Date:02/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
TRE warning received 2/28/2025 Transaction ID: *************** I opened a BBB complaint because I could not get information TJX's handling of my return problem, through its cooperation with The Retail Equation (TRE), has been unjust and opaque. When submitting a report of receiving broken things from *****, I was denied a refund, with customer assistance indicating that TRE prohibits all transactions and that they can do nothing. Photos and receipts were provided. This strategy is faulty and unfairly punishes loyal consumers who rely on internet purchasing due to impairments. I usually buy multiples to try at home and return what is unnecessary, but I now face a ban with no ability to discuss or in a punitive ********* returns are in brand-new condition and often resold immediately, so I have been penalized indefinitely without recourse. *** claims it only provides risk reports, leaving *** to make the final decision, yet there is no transparency or ability to appeal. After 35 years as a faithful client, this event has changed my opinion of ***'s devotion to its customers. My return patterns have just recently risen owing to my infirmity, but rather than considering a long-term history, TJX and TRE have focused primarily on recent transactions in a punishing manner. I want to discuss this situation since I have been unable to reach anybody.I have not been able to research anyone at the email and number below:***************************************** ************ I should not be compelled to retain defective things; any return restrictions should not apply retrospectively. A reasonable resolution would be to allow you to finish my returns and credit me for the damaged items, for which I reported timely and with photos, while I transition away from relying on TJX to prevent future penalties. No one should have to lose money. Please reconsider the diverse customer base. If I had received a warning, I could have kept a positive relationship with TJX.
Business Response
Date: 03/10/2025
Dear *******,

We were sorry to hear that you had a poor experience with our stores. We did email you and tried to reach you phone Because we value our customers and would like to make certain that this is addressed, we need a bit more information from you. If you would kindly e-mail us back at: *********************** and let us know the address of the store you were in, the item you were trying to return and if you had the physical receipt. If you prefer, you can call our *************************** at ************** and speak with any Representative, who will be happy to assist you.

We look forward to hearing back from you
Customer Answer
Date: 03/13/2025

Dear TJX Customer Service,

Thank you for responding to my BBB complaint. This issue concerns both retail and e-commerce. However, I remain unsatisfied with the resolution and the lack of clarity. Despite multiple attempts to reach out, I have not received any direct email communication from customer service, which furthers the conversation, only general marketing emails from TJX. The phone interactions I initiated have not resulted in meaningful progress, as I have been unable to speak with a supervisor or receive clear answers regarding my concerns. The issue at handbeing denied returns and refunds for damaged items after purchasesremains unresolved, leaving me with financial losses for items that arrived defective due to no fault of my own. After 2-3 weeks, someone reached out to provide a gift card refund for a single order, but no assistance with outstanding or future orders.

Additionally, there has been no transparency regarding account restrictions, including their duration and scope across online and in-store transactions. The Retail Equation, TJX's chosen partner, was not much help, pointing me back towards TJX. Policies should not be changed retroactively without notice, and customers should be able to escalate concerns and receive definitive answers. I continue to seek a fair resolution and more transparent communication from TJX.

Sincerely
Business Response
Date: 03/18/2025

We regret any inconvenience this may have caused. A refund has been issued to reimburse you for remaining items on your order. Your refund confirmation number is RET08035209.
Please allow 5-7 business days for this amount to reflect on your bank or ****** statement, depending on your banking institution.
We appreciate you reaching out and are happy to help.
Initial Complaint
Date:02/19/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order. My order was canceled by no fault of mine. I really wanted that item. I only placed the order to get that item. The site said there was 1 left. I live chatted about the canceled item. The live chst agent was rude and didn't do a thing to help. She just said it happens and disconnected the chat. The live chat **** have to be trained better than this?
Business Response
Date: 02/26/2025
We regret any inconvenience this has caused and that this experience on chat was not to the level you were expecting. The item was removed due to an inventory error. We do have some similar swim cover-*** online. If you choose to place another order, we will appease the shipping. If you have any questions or concerns, please dont hesitate to contact TJ Maxx eCommerce **************** at **************. Our **************** Department is open Monday through Friday, 9 am 6 pm EST.

Customer Answer
Date: 02/26/2025
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.
[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,
***

I appreciate the response and the offer for free shipping but there's nothing I want. I've looked at the other items and nothing is close to the item you canceled. I actually thought days before you canceled my order that I was so glad I purchased it because everything close to it it cheap and ugly. Plus there is no other items from farm rio. The other brands are non famous brands at the same price. I have wasted hours ilooking n hopes that this item would be back in stock. That item was fully available that entire day and not even in low quantities then suddenly it went down to 1 left? Then never shipped due to an inventory error? Can you find it somewhere? I really loved just that one cover up. It went with most of my swimsuits. Plus it was one of my favorite brands.
Business Response
Date: 03/06/2025

We regret any inconvenience this may have caused and for not meeting your expectations. We understand how disappointing it is when an item you were looking forward to is no longer available. We have attempted to contact you at the phone number provided but have not heard back. Please reach out to our online **************** at your earliest convenience for additional assistance at **************.
Our **************** Department is open Monday through Friday, 9 am 6 pm EST.
We appreciate you reaching out and are happy to help!
Customer Answer
Date: 03/25/2025
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.

Please reopen this complaint. They canceled another item. I'm fed up. Their customer service is horrible
The *** today gave me some made up reason that my billing address didn't match my shipping address. That's not true. If that had been true, the order would have never gone thru in the first place. I was billed and a temporary hold was placed on my card. Then, instead of helping me, the love *** just rudely left the chat. No explanation. No sorry. No offer to help find the dress etc. I wasn't even given an offer for additional questions or any kind of closing. The *** just disconnected from the chat.

I never received an email. Just a message on my parents voicemail that I don't have access to offering free shipping on another order. That does not make up for the item canceled. There is nothing on their site to ***lace the canceled items.
Business Response
Date: 03/27/2025
Dear K. ***,
We regret any inconvenience this has caused. In a review of your orders, our records show that the orders were cancelled due to an inventory error as we no longer had the item in stock. We have forwarded your feedback to the appropriate department for review. We have also issued a gift card to be sent to your email address on file. We again regret any inconvenience and appreciate your reaching out. We're happy to help!

Thank you
Initial Complaint
Date:02/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having COUNTLESS issues with ** Maxx lately. But this newest problem takes the cake for me. On Wednesday, February 5th 2025, I placed an order for some jewelry and a fragrance. I had a gift card for $85.59 and the rest of the balance, I was using my Klarna account to split the payment in 4. As I put in my information and pressed the submit button to checkout, I received an error stating that my order amount had to be recalculated and it started me over. So the order DID NOT go through. So there's no order number, etc. So then I started to go back through the checkout process AGAIN. As I'm putting in my gift card information AGAIN, it said the card had ZERO balance. The first order that didn't go through charged Klarna AND took the balance off of my gift card!! I instantly called ******* customer service and spoke to a *** that honestly didn't know what to tell me. She said the money is on an "authorization" and that it would fall off. But she transferred me to *** gift card services and the *** said he saw the balance on the gift card as "pending" and it should return back to the gift card in a day or so. I then called gift card services back Friday, February 7th and the *** said she saw $85.59 on the gift card. She told me to look again and when I did, it still says my balance is $0.00. I tried to use it again and it says there's no balance. In the meantime, I've been charged for an order that didn't go through. Klarna is still charging me and my gift card balance is ZERO. ******* customer service doesn't seem to know how to fix this problem. I'm sending screenshots on my call log showing I stayed on the phone with ** Maxx for 16 minutes, the Klarna charge, and the screen showing my gift card balance is zero. I also have the calls recorded. This needs to be fixed.
Business Response
Date: 02/14/2025
We regret any inconvenience this has caused. You can expect to receive an e-gift card in the amount of $85.59 in the next ***** hours. If you have any questions or concerns, please dont hesitate to contact TJ Maxx eCommerce **************** at **************. Our **************** Department is open Monday through Friday, 9 am 6 pm EST.
Initial Complaint
Date:02/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear *****,Thank you for contacting Marshalls **************** regarding your receipt request.Reply to your recent Inquiry at TJX **************** for ********************** - ************ I stated in my previous email I was not offered a digital record receipt the person at the register printed one and did not go back into the system to send it digitally the argument that ensued over being able to decide for oneself was not acknowledged and the printed version was not given to me either to speed the line up and seal with the next person I would like a refund ****** has the merchandise it was a $55 refund promised by the associate then ****** printed a receipt that said call 1800 Marshalls she still has the merchandise in her possession at ************* FL Show quoted text This particular complaint is in regards to customers being offered and option for a digital receipt or printer receipt there needs to be a modification to the process where the cashier offers the opportunity for the customer to choose
Business Response
Date: 02/11/2025
Dear *****,

Thank you for contacting Marshalls **************** 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 their review and attention.

We are sending you an egift card in the amount of $55.00 to reimburse you for the item. 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.

We hope we have the opportunity to better serve you in the future.

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The TJX Companies, Inc. is NOT a BBB Accredited Business.