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.

  300 Value Way # 400 Marlborough, MA 01752-3093

• 

  The TJX Companies, Inc.

  83 Commerce Way Woburn, MA 01801-1007

• 

  The TJX Companies, Inc.

  3000 Fashion Center Blvd Newark, DE 19702

• 

  Winners/Homesense

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

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:10/27/2023

  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.

  Hello.I placed order *********** online on Wednesday and chose overnight delivery. The package has not been shipped yet. I have travel plans in a few days and need my shipment as soon as possible. I tried contacting their customer service but I am receiving conflicting answers and their staff are extending unprofessional. Please have your management team email me asap and let me know whats going on with this order. Either ship it today or cancel it so i can make other arrangements. Contact me as soon as possible to avoid further escalation. Thanks

  Customer Answer

  Date: 11/06/2023

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

  Business Response

  Date: 11/12/2023

  Thank you for contacting TJX Customer Service

  We regret any inconvenience this may have caused.
  

  The previous order was cancelled due to a discrepancy with the billing address associated with the credit card. We are currently looking into this scenario and will be in touch soon once we have more information.

  Thank you for your patience while we look into this. 

  Sincerely

  TJX Customer Service

  Customer Answer

  Date: 11/13/2023

  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.]

  i fixed the address multiple times and order was still cancelled.
  
  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,

  *****

   

   

  Business Response

  Date: 11/16/2023

  Thank you for getting back to us.

  If you are still having issues with your online purchase, we suggest you contact our online **************** team ************************ M-F 9AM-6PM EST at **************.Any Representative will be happy to help with this.

  Sincerely,

  *****

  TJ Maxx ****************

  Customer Answer

  Date: 11/19/2023

  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. 
  i contacted the business many times and they never attempted to resolve my problem. I asked the agent to transfer me to a higher team or supervisor and they suggest it is their policy to not transfer phone calls. Absolutely horrible customer care was portrayed by this company. They should be closed down if this is the kind of service they want to provide

  [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:10/26/2023

  Type:Order 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 order *********** online.And chose the overnight delivery option as I am traveling soon. Upon checking on the order status , it still has not been shipped after a day has passed. Would you please provide me the tracking information and exact date order is delivered? Thank you

  Business Response

  Date: 11/01/2023

  Thank you for contacting TJ Maxx Customer Service,

  We regret any inconvenience this has caused.

  Our records show the order was cancelled as we were unable to verify the credit card information. You may want to reach out to your bank for any additional information.  

  Sincerely,

  *****
  TJ Maxx Customer Service

  Customer Answer

  Date: 11/02/2023

  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. 
  

  hello, would you please provide me an itemized refund receipt? So i can document and share with my banking institution. Also specify the reason this order was cancelled. Thanks 

  [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,

  Bird

   

   

  Business Response

  Date: 11/09/2023

  Thank you for getting back to us.

  If you need additional assistance, we suggest you contact our online **************** team M-F ******* EST at **************. Any Representative will be happy to help you.

  Sincerely,

  *****

  Customer Answer

  Date: 11/09/2023

  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.]

   

  this is not a proper response. I have tried contacting them many times. Their representatives claim they will pass the claim to their superior and nobody ever calls me back or emails me.. they have a chance to respond to me here and instead they only leave a phone number
  
  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,

  Bird

   

   

  Business Response

  Date: 11/30/2023

  Thank you for responding,

  We have shared your comments with our online **************** team.

  Someone will reach out to you again at the number you provided.

  Sincerely,

  *****

  TJX ****************

  Customer Answer

  Date: 12/05/2023

  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. 
  

  nobody has contacted me about the issue 

  [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,

  Bird

   

   

  Business Response

  Date: 12/05/2023

  Thank you for reaching out.

  We have again tried to contact you, but we were unsuccessful in reaching you.

  We have sent an additional email as well and left another voice message explaining that we were not able to verify information for your order,
  25062240142. For this reason, this order was cancelled.  We suggest you verify the information and try the order again if you still want the items.

  For additional assistance you can reach our online **************** team ************************ at ************.

  We hope this information is helpful and are considering this issue closed.

  Sincerely,

  *****

  TJ Maxx **************** 

• Initial Complaint

  Date:10/23/2023

  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 writing this complaint so that the company I have spent thousands of dollars at understands why I will no longer spend a single dime there.I was declined twice for a TJMaxx credit card and I will no longer spend my money there if I cant be allowed to get benefits for the amount of money I spend there. My shopping trips range from $100-$700 and over the past year I have spent over $1500 dollars cash in TJMaxx and mostly HomeGoods. I am constantly being asked to apply for the card, almost to near harassment yet they know approval is not going to happen. The first time I was denied I was told it was because of a collection on my credit. That was over 8 months ago. I have since paid off everything on my credit. I have no collections, a secured credit card in hood standing and my credit score has went up 50 points. I recently moved and spent over $1000 for everything I needed in-between the two stores, including a couch and bedroom furniture. I applied for the card before I made any purchases and was told I would receive information in the mail. I remember that scam from the first time I applied for the card. It meant I was denied. I called the customer service line and they confirmed I was denied. Your application system doesnt like to admit that to quickly so I would keep spending money but I didnt fall for it. I asked the customer service agent what was required for approval and I was specifically told there were no requirements for approval other than being over 18 and a social security number, and no credit score requirement. I will never step foot in TJ Maxx, HomeGoods, or Marshalls again. If it wasnt for my recent purchases being large items that required a pickup truck, I would return it all. Im really concerned about why I was denied and wouldnt be surprised it was due to discrimination. I know other people with worse finances and yet have all the credit cards in the world.

  Business Response

  Date: 10/26/2023

  Dear Valued Customer,
  
  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,
  
  *****
  Corporate ****************

• Initial Complaint

  Date:10/10/2023

  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 recently went to your college point location on 10/1/2023 for a routine visit. I was embarrassed and humiliated. On this day I found a coat that I was interested in purchasing by **************** which had no tag on it. I spoke with your Manager ***** who off the top of her head said it was $399. I asked her if could she put a tag on it so I could purchase the coat. After waiting for what seemed like a while I came in contact with ******** who's a sales representative. She called ***** to the front of the store. ***** then told ******** to put a tag on it for $399 and bring the item to me. When ******** brought the item to me she said that if the coat was $399 she would have to take the item with her and put it behind the register until I was ready to purchase it. I know this isn't protocol and I clarified this with ***** who apologized for her actions. Following this interaction I wrote an email to TJMaxx customer service and spoke to whoever the DM is. He was very untruthful on the phone with me when I spoke to him the 2nd time. After he claimed he viewed the cameras. ********'s actions were discriminatory to say the least.

  Business Response

  Date: 10/18/2023

  Dear *******,
  
  Thank you for contacting TJ ********************* regarding your experience in our College Point, ** 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. 
  
  We have shared your concerns with the stores District Manager, *******. He has assured us that he has spoken to you on several occasions and is reviewing this with the store.
  
  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 *********************

• Initial Complaint

  Date:10/03/2023

  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 made an online purchase for clothing for an upcoming vacation on August 12, 2023 from ** Maxx on July 28, 2023. The order amount qualified for free shipping through ****** My order did not arrive before I went on my trip. I arrived at home on August 28, 2023. The next week, on Monday, September 4th I realized my order had not been delivered and went to the ** Maxx website to check the status. I used the ***** link to track my package. ***** showed my order was out for delivery. I knew mail services were still running slowly since the pandemic, so it didn't set off any alarm bells for me. I don't remember the date, but it was a couple of weeks before I thought about it again and checked the status. ***** still showed it out for delivery. By the end of September, I gave up hope and On October 3rd I called Tj Maxx to get a refund for the order I never received. The agent informed me there was nothing they could do because it had been over 60 days. I asked to speak to a supervisor. They same agent came back on the phone and said the supervisor said it had been over 60 days and they couldn't give me a refund and they could file or start an inquiry. She didn't say anything else. So, I asked what I should do to begin the process, to which she said they would start it. I asked how I would know about it, and she told me they would call me back about it, then asked for my phone number. The TJMaxx website, on 10-0323, still showed my order as "on it's way".

  Business Response

  Date: 10/05/2023

  Dear ****,
  
  Thank you for contacting TJ ********************* regarding your order you have not received.
  
  We have forwarded your comments on to our online **************** team. They will be back in touch within ***** hours.
  
  If you prefer, you can reach them directly M-F 9AM-6PM EST at **************. Any Representative will be happy to help!
  
  Sincerely,
  
  *****
  TJ *********************

• Initial Complaint

  Date:10/02/2023

  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: Sep 13 Recept ID: ***************** Store: Winners, ******************************************************************************** This business charge me twice of $171.18 (total $342.36) on my card. I asked for refund of one of the charges, no response since. I called the customer service, they said they will refund and send me an email to confirm, but I didn't get that email and there is no refund. I want this business to refund me the $171.18 they charged by mistake.

  Business Response

  Date: 10/05/2023

  Dear ****,
  
  Thank you for contacting TJX ****************.
  
  As you may be aware, Winners is a sister store to TJX located in ******. We will have a Representative from winners contact you directly.
  
  You are a valued TJX customer, and we appreciate your inquiry.
  
  Sincerely,
  
  **********;
  Corporate ****************

  Customer Answer

  Date: 10/15/2023

  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. 

  It has been 10 business days now, I still didn't get a refund on my ******* mastercard.  
  
  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,

  Ling

   

   

  Business Response

  Date: 10/18/2023

  Dear *******************,

  Thank you for getting back to us regarding our sister store, Winners.

  Our ************************ team has informed us they are actively working with you to resolve this issue.

  If you would like to speak with them to discuss this further, they can be reached at **************.

  Sincerely,

  *****

  Marshalls US Customer Service

• Initial Complaint

  Date:09/30/2023

  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 September 27, 2023, I received my monthly statement from ***. Included with the statement were two $10 rewards certificates based on my $200+ purchase at the special early shopping day on September 15. On September 28, 2023, I went to TJ Maxx to use the two rewards certificates. I picked up two **************** and one hair spray for a total price of $21.When I checked out, the register took one of the certificates but declined the other. The manager was not able to use the other certificate as well. The manager then offered to give me a $20 gift card but she was unable to make the register approve that as well. At this point, after about 20 minutes of waiting, the manager finally said that they would just take care of my bill and I did not have to pay anything. Although this may seem like a fair outcome, the total bill was only $21 so in effect I wasted all of that time for a $1 benefit. This has happened to me on several occasions before when I have tried to use rewards certificates and the system would not accept them. The last time I had a current rewards certificate and it would not process through the register but my husband had the identical certificate on his phone that had been emailed to me and it went through. Something is seriously wrong with the process when the customer is encouraged to earn rewards credits and then are unable to use them or have to deal with long delays while the store staff try to figure out what went wrong. In the most recent case, no one could every understand why the system would not take the certificate.At this point, I have decided to no longer use my *** rewards card. I will still shop at the *** stores but I will use case or one of my other credit cards. It is simply not worth the aggravation and embarrassment of trying to use the rewards certificates which is why I applied for the *** card in the first place.I suggest *** have someone rethink their entire rewards program.

  Business Response

  Date: 10/01/2023

  Dear ******,
  
  Thank you for contacting ************************** regarding your experience using a Rewards Certificate.
  
  We were sorry to hear that you had a poor experience. If you would kindly call our *************************** at ************** we will gladly look into the history and balance of your Rewards Certificates
  
  We look forward to hearing back from you.
  
  Sincerely,
  
  *****
  **************************
  
  Customer Service Hours of operation are Monday through Friday 9 AM to 6 PM, EST

• Initial Complaint

  Date:09/30/2023

  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.

  Over the past year, shopping in my area has become miserable at the TJX companies (I can provide store locations/numbers if needed). This is to the extent that employee behavior and actions have made it a hostile and unenjoyable environment to shop at. Below are my concerns:- Your employees shop on the clock and hide highly sought after items making it next to impossible to find sought after items that I used to find with ease. Situations I would like to bring to your attention include:- Employees openly place items at the register and tell customers that they cannot buy these items as they are held for employees. I have seen some buy these items while they are working/ stocking shelves in the store. When I asking the managers about the fairness of this. I have been met with hostility and been made fun of. - Employees at certain locations have boasted about certain hard to find items, and how they do not make it to the shelves at all. I have overheard conversations that they are not forced to put inventory out on the sales floor for customers to buy. One employee proudly told my friend that they will buy up the entire inventory of items so that customers cannot have them.- I have screenshots of employees posting items for resale at a high markup using photos taken from inside the stockroom. - At one store, I overheard that their manager sets aside highly sought after items, calls employees of other ********** stores, and offers these items to the employees instead of stocking the items at their local store for customers to buy. Additionally I heard that items stocked overnight do not have to be sold to customers at opening the next morning. They can all be accounted for by employees overnight despite it not being store hours. - I have been mocked by store employees when I ask about the availability of certain items. I have also been treated with hostility when purchasing said items. They are comfortable being outwardly rude and contemptuous to customers.

  Business Response

  Date: 10/01/2023

  Dear **********,
  
  Thank you for contacting ************************** regarding your experience in one of our stores.
  
  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 e-mail us back and let us know what store you were in, the date and time of your visit, the names of the Associates you are referring to, what merchandise you are referring to and the name of any Manager that you spoke with, it would assist us in following up on this matter. 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.
  
  Sincerely,
  
  **********;
  **************************

  Customer Answer

  Date: 10/06/2023

  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 ********************************************** response from ***** (please refer to the communication log did NOT include an email to contact them, I was only given a number for corporate. I would like to have her email address or the proper email address to reach out to thecompany. 

   
  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,

  **********

   

   

  Business Response

  Date: 10/14/2023

  Dear **********,
  
  Thank you for getting back to us.

  If you would like to send an email to our ************ you may send that to: ************************ You can also contact us at the bottom of our home page via the contact us tab.

  **********;
  Corporate Customer Service

   

• Initial Complaint

  Date:09/22/2023

  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.

  Purchased on Amazon on May 5, 2023 Order# ***-8641642-3290663 delivered May 10. 2023 Item(s) Subtotal:$1,204.00; ************************** Total before tax:$1,204.00; Estimated tax to be collected:$76.45; Grand Total:$1,280.45 Item: Go-Go Elite Traveller Mobility Scooter by Pride 4-Wheel - ********** Sold by: Homegoods Shop Return window closed on Jun 8, 2023 Condition: New The scooter was defective as it was not preforming as expected. My uncle who has *********** and was was using the scooter gave up on it since it would not work most of the time especially on an incline.We contacted customer service soon after purchase, and the first text to HomeGoods technician was on July 13, 2023. The TJMax company HomeGoods customer service *** continued promising to send a technician but that never materialized. Today is September 22, 2023.We ask they return the defective scooter for a full refund.

  Business Response

  Date: 09/24/2023

  Dear ***,
  Thank you for contacting HomeGoods **************** via the ********************** regarding a scooter you purchased.
  We beleive you have reached us in error as this is not one of our order numbers and we do not sell scooters.
  We suggest you contact Amamzon Home directly for additional assistance.
  
  
  Sincerely,
  
  *****
  HomeGoods ****************

• Initial Complaint

  Date:09/14/2023

  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 had purchased a physical gift card from a person bearing $398.94 by paying the agreed amount. 12 days later on Sept 11th, the Winners customer service person from their head office in ******* withdrew the funds from the physical gift card and transferred it over to another person claiming to be the rightful owner of the card. The physical gift card clearly states in the following -"The value of the card will not be replaced if lost, stolen or used without permission"I have all the proof of my interaction with the person who sold me the gift card on marketplace. A police complaint was launched against the person the following day as well. I reached out to the customer service at winners to dispute this with the management and asked to get a compliance personal involved. However, the customer service had no chain of command or hierarchy to escalate this matter. Since the owner of the card sold the same to me and I bear the physical possession of it, it clearly indicates that I am the owner of the card. The money was wrongfully withdrawn from my card without permission and there is no further response from the customer service team. The website has no mention of terms and conditions on the gift cards and the the policy was broken by the customer service personal by unauthorized withdrawal of the funds from the card. No business has the right to do so as a gift card is regarded as a tender like cash and the company should bear no responsibility in addressing concerns where a transfer of gift card money is done without the physical possession of the card. While I am looking at legal options to pursue winners and their inept customer service personal, I would like ******************** to step in and elucidate on the matter.

  Business Response

  Date: 09/18/2023

  Thank you for contacting us regarding your experience with our sister store Winners.

  We have shared your comments with ************************ team. They have informed us that they are working with you to resolve this issue.

  We appreciate you reaching out.

  Sincerely,

  *****

  TJX Customer Service

  Customer Answer

  Date: 09/19/2023

  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.]

  Hello BBB, 

  I have been working with ************************ and they have decided to not refund me for the loss of gift card value. The lady (*********) at customer service was rude, condescending and not even ready to listen to my concerns. She wouldnt allow me to speak to a manager or senior person or escalate the issue with a chain of command. They are not providing me with a copy of the gift card policies and want the police to call them instead. The local police does not call customer service to handle such ***** matters. They have lodged a complaint and another complaint has been filed with ****** anti-fraud agency against the person who sold me the gift card. 
  They said the gift card policy is written at the back of the card. So please find the card attached with clearly states- The balance of this card will not be replaced if lost, stolen or used without permission. 
  Winners violated the policy by replacing the value of the card to another person who claimed to be the owner of the card by withdrawing all the funds from my physical gift card without permission. 
  This was a gift card for a 5 year old child to buy a new winter coat and this is how they treat their customers by taking away the balance from the card. 
  I would like BBB to kindly assist me in this matter as I am taking this to a potential small court and filing a lawsuit against the business. 

  Thank you.
  
  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,

  Manthan

   

   

  Business Response

  Date: 09/24/2023

  Thank you for getting back to us,

  As you may know Winners is a sister store to TJX in the **.

  We have passed your additional comment on to their **************** team.

  If you would like to discuss this further, we suggest you contact them directly at **************.

  Sincerely,

  *****

  TJX ****************

  Customer Answer

  Date: 10/01/2023

  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. 
  

  I was told by the ********************* that they will dispatch the new gift card to my address but still havent received it after a week. Hence, I would like to keep this complaint active till I dont have a resolution on this.

  [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,

  Manthan

   

   

  Business Response

  Date: 10/05/2023

  Thank you for getting back to us,

  Our ************************ team will be contacting you, if they have not already to assist with this.

  We are considering this resolved by our Canadian sister store Winners.

  Sincerely,

  *****

  TJX Customer Service

  Customer Answer

  Date: 10/05/2023

  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.]
  I was told that the new card will be dispatched on Sept 25th by the ************************ representative. However, I have not received any mail so far after 10 days of follow up. 
  I am not sure if the dispatch was done from their end. 
  I followed up again on Oct 2nd and the customer service representative did not have any further updates for me in absence of the original personal who called me. 
  Please update on the status of the mail dispatch along with a tracking number to ensure that it was actually done. 
  

  thank you
  
  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,

  Manthan