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 363 locations, listed below.

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• 

  The TJX Companies, Inc.

  770 Cochituate Rd Framingham, MA 01701-4666

• 

  The TJX Companies, Inc.

  550 Cochituate Rd Framingham, MA 01701-4654

• 

  The TJX Companies, Inc.

  5072A W Main St Kalamazoo, MI 49009

• 

  Winners/Homesense

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

• 

  Winners Merchants International

  1335 Sumas Way Abbotsford, BC V2S 8H2

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:10/01/2024

  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.

  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 boots

  Business Response

  Date: 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 Service

  
  

• Initial Complaint

  Date:09/30/2024

  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.

  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

  Date: 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 Service

  
  

• Initial Complaint

  Date:09/29/2024

  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 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

  Date: 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

  Date:09/28/2024

  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 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

  Date: 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

  Date:09/28/2024

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date:09/27/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/27/2024

  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.

  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 you

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  
  

• Initial Complaint

  Date:09/25/2024

  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.

  This business had a huge incident occur on 09/23/2024 at this location where a young woman of color wanted to buy some purses and a gift for a friend. Immediately she was harassed and followed around by the manager and pretty much every employee there trying to force her to check out early, constantly bombarding her with questions about things she was looking at, and they standing guard at the doors when she tried to leave. This is extremely offensive and disgusting and the business also continues to have reviews removed and hidden for damage control meanwhile nothing is being done as far as the public knows about the racism in that store of the employees that participated especially the manager.Please ensure this business checks who worked that day and reprimands them as this will result in more racial discrimination suits if not resolved.

• Initial Complaint

  Date:09/23/2024

  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 have consistently had problems with receiving packages from ******* via their shipping partner LaserShip/******. In the last month, I have had one order lost and that I had to reorder, with a delay of multiple weeks for my refund. The shipper has also claimed to deliver items they have not delivered. My most recent order, placed on 9/14/24 (# **********) is now in the same pattern--there has been no shipping update for over one week, and the website is not working. ** Maxx also said they had no additional information. Based on my recent experiences, I believe the package is lost. I asked a representative to look into it, so that if it is lost I can reorder (there is only one available). The agent said she could not do anything. She also said I would have to wait 48 hours to speak to a more senior representative. This is a pattern of shopping where I am continually out hundreds of dollars, because my packages are lost and TJ Maxx will not do anything proactive to intervene. I would like someone to reach out to me from the corporate offices. It is not normal to have a package on day 9 with no shipping update that only says "label created." I also do not want to be out $300+ and have my packages left outside, with no accountability and frequently not actually delivered.

  Business Response

  Date: 10/01/2024

  We regret any inconvenience this has caused. A refund has been issued in the amount of $326.61 to reimburse you for the lost order. Your refund confirmation number is RET07865257. 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 Answer

  Date: 10/02/2024

  
  
  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,
  
  Lale Can

  Customer Answer

  Date: 10/02/2024

  
  
  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,
  
  Lale Can

• Initial Complaint

  Date:09/18/2024

  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.

  On 8/12/24 i went to the Marshalls at ***********************spent $131.93. they were renovating the store, therefore, the fitting room was not accessible. I took the items home, they didnt fit to my liking. I brought them all back, but unfortunately, I didnt have my receipts. I told the cashier, **** that I paid with my credit card, he can look it up. He said he cant. He informed me that I would have to get a store credit for the items. Which I was okay with. During the transaction he accused me of stealing and states that one of the items was missing a piece. I informed him that I was unaware of the other piece as when I bought the items it was only one piece not a set. **** took it upon himself and discounted my refund as he accused me of stealing an item that he assumed was missing. He refunded me $126.95 instead of $131.93 He also manipulated the system and had me red flagged where I am not allowed to make any refunds without a receipt. When I brought it up to At the end of the transaction he handed me a receipt with a warning, stating that I should call that number for future returns as the store will not accept any returns from me without a receipt. I called that 1800 number and requested my transaction history with the company and it showed that I only had one return this year which was the transaction done at the store that particular day.After taking to customer service over the phone I went back to the store and told **** about how he red flagged me and he denied it.the store manager *****, refused to give me back the money the store owes me and also claimed that **** did not red flag me. I would like a sincere apology from the store, I want my full refund back, take me off the red flagged system. I am a hard working ***** and I have my own staffing company. I am not a thief. If he had used my credit card to process the return, he would have seen that all items were returned.I have attached receipts and transaction history.

  Customer Answer

  Date: 09/29/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/02/2024

  Dear Valued Customer,
  
  Thank you for contacting Marshalls Customer Service regarding your experience in our Bronx, NY 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 Dian Dixon-Price, our Store Manager, for her review and attention.
  
  We have sent you an email asking for your mailing address, kindly reply to that at your earliest convenience. Once we have that information, we will order you a check to reimburse you for the amount you were not refunded for.
  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.