Complaints

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

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The TJX Companies, Inc. has 718 locations, listed below.

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• 

  The TJX Companies, Inc.

  770 Cochituate Rd Framingham, MA 01701-4666

• 

  Winners/Homesense

  646 Gardiners Road, Unit 16 Kingston, ON K7M 3X9

• 

  Winners Apparel (Canada)

  12101 72 Ave Surrey, BC V3W 2M1

• 

  Winners Apparel (Canada)

  45610 Luckakuck Way Chilliwack, BC V2R 1A2

• 

  Winners Apparel (Canada)

  101 Schoolhouse St Coquitlam, BC V3K 4X8

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:07/30/2022

  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 purchased goods from TJ Maxx online on July 18, 2022 (Order #**********)and July 24, 2022 (Order #**********), paying for both via PayPal. I returned some of the merchandise to my local store today (July 30, 2022) only to discover that I could only receive a merchandise credit for $262.45, rather than receiving a credit back to PayPal because I had used PayPal to pay for the transaction. This is totally unacceptable in that TJ Maxx prominently displays on their website that they accept returns at their local stores, but only advises you that it will not credit your PayPal account if you return to your local store after you click through numerous pages deeply embedded in the website. If this is their policy, then they should refuse to accept PayPal or prominently display this policy on their web page or just before check out. Otherwise, their policy is not adequately disclosed so that customers can make appropriate choices. As things currently stand, TJ Maxx has my money and the merchandise until I find something else I want at TJ Maxx. I only purchase online merchandise from companies in which I can make local returns. In the past, I have spent over $5000 per year at TJ Maxx. If this is the way TJ Maxx treats its customers, my patronage will end immediately. I am respectfully requesting that my credit card be credited for $262.45. I will happily return the gift card I was issued for this amount.

  Business Response

  Date: 07/31/2022

  Thank you for contacting TJ ********************* regarding your recent return.

  
  Our return policy states, purchases made with PayPal and that are returned to a T.J.Maxx store will receive any refund in the form of a merchandise credit. Purchases made with PayPal that are returned by mail will receive charge credit, minus the $10.99 return shipping and handling fee.
  

  You can find more information on our return policy and PayPal at the following link: https://tjmaxx.tjx.com/store/jump/topic/find-help/easy-returns/2400118#PayPalreturns
  

  We appreciate you reaching out.
  
  
  Sincerely,
  
  *****
  TJ *********************

  Customer Answer

  Date: 07/31/2022

  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,

  ******

   

   

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising 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 7/28/22, the store manager that did not respect a ticketed item. It had a ticket price of $50 dollars and she just ripped it off and said it was $150. She argued that she did not know who put that label there to which I replied that I don't carry a machine around or own one for that matter to be installing ticket prices at stores. And then she said that she wouldn't dare to say I did it but she did insinuate that by saying that. In the end, I told her that the item was already on the floor and priced and that she had to respect the price and she said NO. but legally she needed to respect the price since it was priced and on display.

  Business Response

  Date: 07/31/2022

  Dear ****,
  
  Thank you for contacting TJ *********************.
  
  Customer courtesy and convenience are very important to us, and we apologize if you feel our price verification/ticket check procedures were not handled properly. It is our policy to sell merchandise for the correct price at all times. If a pricing error is detected, a manager or associate will be called to verify the price of the merchandise. Please note that a price check will be done if the ticketed price appears too high, or too low. In order for us to remain consistent in our stores, we must stand behind this policy and hope you understand our position.
  
  Please be assured that we have discussed your comments and concerns with the appropriate people review and attention.
  
  Again, thank you for taking the time to e-mail us and for bringing this to our attention. 
  
  You are a valued TJ Maxx customer, and we look forward to better serving you in the future.
  
  Sincerely,
  
  *****
  TJ *********************

  Customer Answer

  Date: 07/31/2022

  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. 

  They have not provided any solution. Any business that has an item ticketed and on the floor already, respects the price and not insinuate the customer changed it like the store manager suggested. They have emailed saying only that they thank me for the commments but no answer directly from manager and no word on the outcome requested  

  
  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,

  ****

   

   

• Initial Complaint

  Date:07/26/2022

  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 am really hoping that someone would take the time to Investigate this for me. Company has a credit card, that offers certificates based on a percentage of your charges. However, when you receive those typic it and try to redeem them at the stores, youre often told there is a zero balance! Some certificates have a value of $10 and $20. had the same problem in the past only to find at the store clerk was using my certificate! Yesterday, I had four certificates valuing over $40, and was told it was a zero balance on each! I was then told to contact the company, which I did in the past as well to get it resolved. After Spending over an hour and a half trying to resolve this issue, I was finally issued credit, however, when questioned some of the certificates, which had a zero balance - the transactions could not be verified..another I was told was used for only Two cents!! I absolutely love this credit card but I believe it is scandalous regarding the rewards certificates that are issued! I would appreciate any help I could receive. Thank you.Please note: I am the only household member.,the attachment shows just one certificate with the amount balance written by the store employee, ,yet when trying to redeem was told a zero balance!first, employee tried to say it was expired..which is untrue. Expires 4/12/24! ***The corporate address,which would not be provided by the employee,but only with my research is: Address: ***********************************************************

  Business Response

  Date: 07/27/2022

  Thank you for contacting TJ ********************* 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,
  
  *********************** ****************

  Customer Answer

  Date: 07/27/2022

  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 would like to know what phone number is affiliated w the TJXcredit cardI only have the customer service number..your response said I would receive a call in ten  days..So as for now, the issue has not been resolvedhopefully, it will be .after I do-receive a call or speak to a *************** representative ..

  thank you..

   

• Initial Complaint

  Date:07/25/2022

  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.

  On Thursday, July 21, 2022 I purchased a bedding sheet "set" from Winners on ************************************************************. Postal code L0R 1P0. The sheet " set" name brand I purchased is called " Telerie Visconti " Italian Luxury Linens. It has a Winners C.A. identification number label for Winners Merchants International L.P. ****** number C.A. *****. When I got home and disposed of sheet " set " packaging I discovered that my very expensive sheet set is missing 2 King **** pillow cases. When initially in store I carefully read the back of this sheet " set" and the part where it lists of what this sheet set consists off listed 1. FLAT SHEET. 2. 1 FITTED SHEET. 3. 2 King ************ The part where it supposed to say 2 King *********** printed directly on a package as previous 2 items had a Sticker over it and had printed exact same thing 2 King *********** BUT it was a store sticker over the printing that SHOULD be on this sheet " set" pkg. I discovered 2 King size *********** missing completely from this " set" I purchased. Not only they were missing but Winners Canada did not have enough quality control to make sure that ALL the sheet " set" pkg had all the items before putting it on a shelf at Winners for customer to purchase this item. They simply stuck a Sticker label over ( whatever was written on it and placed it on shelf) Yesterday I called and spoken to customer service for Winners ********************** and the agent on the phone took my email address and receipt number plus my Tel. # and advised me she will send me email Right Away so I can send pictures of this set and in return (as I opted to not drive back to store and return this set as it's too far for me to waste gas as I live in a country and only leave once in a while to shop)in return she will give me a Discount for this set on my CC # once I send her email back with pictures. As to date I received NO email from her, NO phone call, NOTHING. I would like Winners to contact me via email to arrange discount as promised!

  Business Response

  Date: 07/27/2022

  Thank you for contacting ************************** regarding our sister store Winners.

  We appreciate your feedback and have passed your comments on to our ****************** team.
  
  Sincerely,
  
  *********************** Customer Service

  Customer Answer

  Date: 07/27/2022

  Hello.
  There was no resolution made yet by business. Business simply send me message stating they have passed my comments. So I cannot accept the resolution that is not made yet by company. Up to date : Noone from Winners Canada customer service has contacted me. Not via email, not via phone to solve this issue.

• Initial Complaint

  Date:07/18/2022

  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.

  Date of Transaction : 06/25/2022 Time: 8:40PM Manager on Duty: **************An employee was rude and racist towards my family. When I mentioned my concern to my manager, she did not rectify. They acted rude by forcing us to leave the store due to our race. We are a hispanic family and was not causing any trouble. This is racism. The manager did not do any type of resolution and I need help on this case.

  Business Response

  Date: 08/01/2022

  Thank you for contacting TJ Maxx regarding your experience in our *******, ** store.
  
  We were disappointed to learn about your unpleasant visit. Customer courtesy and convenience are very important to us, and we apologize that this was not demonstrated to you on this occasion. Upon receiving this message we contacted the District Manager of this store to follow up with you. We understand she has been in touch with you and this has been resolved.

  Again we appreciate you reaching out and hope to see you in one of our stores again soon.

   

  Sincerely,
  
  
  *****
  TJ Maxx Customer Service

• Initial Complaint

  Date:07/16/2022

  Type:Sales and Advertising 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 pet bed with a price tag of $39.99 along with 3 bottles of nail polish that I unfortunately didn't pay close attention to the price of each. I live an hour from the store. Upon arriving home and removing the brand label, I placed the pet bed on the floor. I turned it over so the tag would be on the bottom but there was a second tag on the other side. Upon further inspection each tag had a different barcode/price. One was $39.99 which is the one I saw when selecting the bed (this tag was also on the side facing the front of the store shelf) the second tag was marked with a barcode/price of $49.99. This tag was on the end of the bed and on the bottom. I obviously was charged the $49.99. I called the store and spoke to a manager. After researching the barcodes (which are identical and i have photos of them)...she came back to tell me the correct price was the higher price. She said I could return the item if I wanted to. This item had two of the same barcodes on it with different prices. How do they not have to honor the lower price?

  Business Response

  Date: 07/17/2022

  Dear *********,

  
  Thank you for contacting TJ ********************* via the ********************** regarding your experience in our ************** store.
  Customer courtesy and convenience are very important to us, and we apologize if you feel you did not receive this on your recent visit. It is our policy to sell merchandise for the correct price at all times.
  
  However, as a customer courtesy, we are sending you an e-gift card in the amount of $10.00 to reimburse you for the price difference 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. 
  
  We hope we have the opportunity to better serve you in the future.
  
  Sincerely,
  
  
  *****
  TJ *********************

  Customer Answer

  Date: 07/17/2022

  [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:07/15/2022

  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.

  I ordered some items from TJMaxx online. When they arrived, one item was defective. They told me I could return it and not be charged for the return fee. When I returned the item by mailing it, I also included an item which I should have been able to return in store. However, after going to two TJMaxx locations, no one would accept it for return and I was told I would have to return it by mailing. I understand there is a policy that returns by mailing include a $10.99 fee. However, I was also told that I could return the item instore, which was false. I was unable to return the item instore. The order number was **********. I believe I should have received a full refund and not be charged $10.99 when I was unable to follow TJMaxx's return policy instore.

  Business Response

  Date: 07/17/2022

  Thank you for reaching out.

  We have shared your concerns with our *********************** Team, and a Representative will reach out to you in the next 1-2 days.

  Customer Answer

  Date: 07/19/2022

  [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:07/07/2022

  Type:Customer Service 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.

  Ive been trying to fixed a problem for over a month when I found out E- receipts were no longer sent to my email address that have never changed nor my phone number TJmaxx customer service lied stole me for over weeks telling me it will be fixed, the issue to this is that I dont rely on paper and when I wanted to retiene merchandise I always got store credit I lost lots of monies over **** k in returns since February 2022 I didnt realized till over a month ago when I could not find receipts into my email, I thought it was me, when in reality it was TJmaxx cheap IT department to fix it, someone changed my information the bank has it right but TJmaxx changed it on me I advised the bank that in order for me to make payments they must fix the problems with the store I made a purchase yesterday to test it again, and it was never fixed have the *** and the rest of the Clan to Fox it ASAP this is a bridge of contract and they caused me loses, aggravation dissatisfaction pain. Ps your TJmaxx in ******** ***** they dont say hi Im done with this company and I they owe me my several credits and aggravations they caused on me when Im ask you show ID all the time? Enough is enough !! I only speak to corporate from here. **************** didnt do anything.

  Business Response

  Date: 07/14/2022

  Thank you for contacting TJ ********************* via the ********************** regarding your experience in our ********, ** store.
  
  We were disappointed to learn of the poor experiences you have had with our staff and assure you that we have forwarded your comments onto our Store Manager, ****, for her review and attention.
  In addition, were sorry to hear that you are not happy with our refund management program. However, when we allow a customer to do a non-receipted return, it is a courtesy that we extend to our customer base, as we are not required to accept returns without a receipt. As part of this program, we are unable to accommodate your request to remove any history associated with your returns. Once declined at our registers, any future returns would only be accepted with the original receipt.
  
  Please note that at the time of sale when choosing an e-receipt, you will still receive a paper receipt which should help when making returns. Also, at the time of checkout, you will be prompted to confirm that your email address and phone number is correct. We suggest that you do confirm this each time to ensure that you receive your e-receipt.
  
  Again, thank you for taking the time to contact us. We hope we will see you in one of our stores again soon.
  
  Sincerely,
  
  
  *****
  TJ *********************

  Customer Answer

  Date: 07/14/2022

  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. 

  Apparently YOU STILL DO NOT UNDERSTAND THE PROBLEM! 
  LET ME BE VERY CLEAR
  
  
  FIRST AND FOREMOST your comment is TOTALLY INCORRECT: poor experiences you have had with our staff and assure you that we have forwarded your comments onto our Store Manager, ****, for her review and attention. THERE IS NO COMPLAINT ABOUT THE ***** AT THE ******** STORE!!! The complaint is directed at ********* HEAD OF CUSTOMER SERVICE at the CORPORATE LEVEL. SHE was rude uncooperative and hung without resolving the problem - in fact UNWILLING TO HELP. This does not reflect or have anything to do with the local store AT ALL! The response to the BBB attempted to deflect blame back to the local store, AWFUL! How do you suppose that will affect my relations with the local store ALL OF WHOM HAVE MY RESPECT. I am hereby making a complaint that this was incorrectly/improperly directed at the WRONG CULPRIT! The culprit is ********* CORPORATE LEVEL PARTY IN CHARGE OF CUSTOMER SERVICE. 
  
  
  That said, the next matter NOT GETTING MY **RECEIPTS VIA EMAIL!!!
  
  
  AT CHECKOUT we do exactly as you said in your reply to BBB complaint .. I enter the phone number AND check the email. I have not been getting any **Receipts. There is OBVIOUSLY A FLAW IN YOUR SYSTEM!!!! I RELY HEAVILY ON **RECEIPTS not paper receipts! Since I enter the phone number & verify the email BUT DO NOT GET THE **RECEIPTS for some UNKNOWN REASON I must use my drivers license when doing any returns. Almost daily I go to TJMax & OFTEN Marshalls as well. And at times make more than one purchase (this adds up to THOUSANDS SPENT per month(s)) It is most convenient for me to use **Receipts. SO HERE IS THE PROBLEM: Your computer tracks the number of returns by drivers license (I am told by the return management company of TJX). I VERY OFTEN when doing a return HAVE NO PAPER RECEIPT from YOUR COMPANY EVEN THOUGH I ENTER MY PHONE NUMBER & VERIFY & EMAIL WITH EVERY TRANSACTION, my drivers lic was used. SUDDENLY AND WITHOUT ANY PRIOR WARNING WE WERE CUT OFF FROM DOING RETURNS WITHOUT RECEIPTS. AGAIN NO PRIOR WARNING! I WAS NEVER MADE AWARE THAT YOUR COMPUTER TRACKS THE QUANTITY OF RETURNS ASSOCIATED WITH A DRIVERS LICENSE or ID. 
  
  
  This leads to yet another problem in that returns do not get refunded back to the credit card, rather it becomes a store credit. I WANT the **Receipts so that any returns can go back to the credit card. 
  
  
  FIX YOUR SYSTEM so that I can get the **Receipts! 
  
  
  AND DO NOT DEFLECT ANY RESPONSIBILITY BACK TO THE STORE LEVEL, there is NO COMPLAINT to the ******** **** stores

   

  [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,

  *****

   

   

• Initial Complaint

  Date:07/06/2022

  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.

  I made successful monthly payments on time every month for a year plus. I made 2 elective payments to bring my balance down, unfortunately they were returned from my bank. TJX closed my Account on 06/30,2022 All monthly payments were paid on time, No payment due at this time prior to account being closed.Please Help / I've been trying to bring my Credit scores up and Now I have a Closed account because 2 payments that I made to reflect a lower balance were returned NSF in which my bank charged me $35.00 twice. I wish to Dispute this Closure.Thank You.JMF

  Business Response

  Date: 07/14/2022

  Thank you for contacting TJ ********************* 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.

• Initial Complaint

  Date:07/05/2022

  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 put an hold on an item/mirror on May 21st. It clearly said on the pink receipt that after 3 days on hold, the item will be returned to the sales floor and the purchase price refunded to the customer (attached receipts). I hoped that would happen as I got busy and had to deal with COVID at home (back to back cases).I followed up with the store at ****************************************************************. *** from the store said I needed to physically be in the store. I explained I've had COVID to deal with and cannot come to to the store. She gave me the head office/corporate office number. ***** at the corporate office was rude, totally nonchalant and argumentative. She also slammed the phone on me with no solution. How does one get to work and have employment when they speak this way to customers? I need my money back, there has to be a way to do it manually on the phone?! If this was their policy, it doesn't say anywhere explicitly. In fact it says the opposite on the pink slip. I have shopped at Home sense before and put items on hold and amount was refunded. This was in VA. Need a refund and the matter looked into ***** and how she is threatening customers.

  Business Response

  Date: 07/14/2022

  Thank you for contacting Homesense **************** regarding your experience in our store.
  
  We were sorry to hear that you had a poor experience. 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 respond to the prior email we sent you via our **************** with a copy of your full receipt (top and bottom) and the last 4 digits of the credit card used, it would assist us in following up on this matter. 
  
  We look forward to hearing back from you.
  
  Sincerely,
  
  *****
  Homesense ****************