Business Profile

Retail Stores

The TJX Companies, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

454 total complaints in the last 3 years.
182 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/23/2022
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.
Hey the massage gun my wife buyed for a gift for my step son we opened it to check it and some kind liquid that felt like oil all over it and was smelling like burn when we turned it on all we want is a replacement seeing as far as was told my trued to take it back and they would take it back so can we get a replacement massage gun of same one or one the same size and same speed and stuff sent to me and it comes the same stuff this one did for my step son seeing its his gift
Business Response
Date: 12/30/2022
Dear ******,

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

We were sorry to hear that you had issue with your recent purchase. 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 e-mail we sent with a copy of your full receipt and a picture of the damaged item with the ** Maxx tags, it would assist us in following up on this matter.

We look forward to hearing back from you.

Sincerely,

*****
** *********************
Customer Answer
Date: 12/30/2022
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,
****** never got ur email and need to u to how an to show u it smells like its burning and has oil or some on it when by now it maybe dried it and I all ready sent u a copy of the receipt so should have it all ready and whats the email ur sending me called so I no

Business Response
Date: 01/03/2023
Thank you for getting back to us.
An e Gift card was sent to the email address you provided to reimburse you for the damaged item.
We apologize for any inconvenience and hope we will see you in one of our stores again soon.

Sincerely,
*****
Marshalls Customer Service
Customer Answer
Date: 01/04/2023
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.]

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 never got the gift cards
Initial Complaint
Date:12/22/2022
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.
Each time you enter marshalls or a tj maxx store, theyll always ask if you want to save 15% and apply for a credit card to use at their locations. I frequently shopped at Marshalls, so one day I thought it would be good to get one to use at any participating stores. I was able to use the card on a couple of purchases, but every other time I tried to use it it wouldnt work in the store despite knowing I was current and up to date on payments and not over the limit. I shouldnt have to mention how annoying it is to be asked every time about getting a credit card, getting one, then having consistent issues with using it at that very store. The staff in marshalls are zero help. All they can tell you to do is to call the number on the back. After several attempts trying to use the card I quit using it due to all the issues and no help. Possibly due to monthly fees, I received a late payment notice on my credit score which dropped my credit score by over 40 points, allegedly due to being over 30 days late on a $6 I had no idea about. SIX DOLLARS. I would like to know how any of this is a positive customer experience for a customer who has spent thousands of dollars at TJ Maxx, particularly marshalls. Please provide resolution to this and any steps being taken to resolve the awful experience with using these store credit cards and how the payment balances are reviewed and reported to prevent anyone else to have ruined credit over $6 on a faulty credit card system. Thank you
Business Response
Date: 12/30/2022
Dear ******,

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,

*****
TJ *********************
Initial Complaint
Date:12/19/2022
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 recently made a purchase online for four items, I received 1 out of the 4. The status of my order says it has been delivered, yet I have not received it. The item that i did receive the pillows. I actually in fact returned the item in store and haven't received a refund, even though they gave me a receipt. I am just really frustrated, I have been shopping at home goods for years. My order number is #***********
Customer Answer
Date: 12/29/2022
I have not heard from the business in response to my complaint.
Business Response
Date: 01/06/2023
Dear *******,

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

We regret any inconvenience this has caused. We resubmitted the refund to your bank on 01/02/23. The refund should show on the original form of payment in **** days but may vary depending on your bank. We have left you a voice message as well. Please reach out should you need anything further. Were happy to help.

Sincerely,

*****
TJ *********************
Initial Complaint
Date:12/19/2022
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 bought some items from the store and noticed one of them, a wallet, was missing from my bag. I thought maybe Id put it back until I checked the receipt and saw that Id indeed been charged for the wallet. I went back to the store to ask the cashier if Id left my wallet there, and the same woman told me she didnt remember. I called corporate who said theyd investigate for me but they didnt. I asked to be refunded the ***** for this missing wallet.
Customer Answer
Date: 12/30/2022
I have not heard from the business in response to my complaint. I still would like a refund for the item.
Business Response
Date: 12/30/2022
Thank you for contacting ************ Customer Service.

We received the e-mail that you sent to our attention. However, we are unsure of how to assist you.
Please either respond letting us know how we can help or call our *************************** M-F ******* EST at **************. Any Representative will be happy to help.
Sincerely,

*****
TJ Maxx Customer Service
Initial Complaint
Date:12/17/2022
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.
Tjmaxx has decided they will no longer accept returns without a receipt. The items are labeled with TJMaxx merchandise tags, and they are able to see items in their computer system which confirms the item was purchased from their stores. However, if you have made one return without a receipt in the past, they have now decided that you will no longer be able to make a return to the store without a receipt. They scan your driver license to confirm identity and if you do not have a driver license or non-driver identification you will not be able to receive any refund whether to store credit or to purchasing credit card. This is consumer fraud and I need to report the company and warn other consumers.
Business Response
Date: 12/18/2022
Dear *******,

Thank you for contacting TJ ********************* regarding our refund management program.
We were sorry to hear you are not happy with our 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. The **************** placard at the door of each store states that returns may be limited or declined based upon our refund verification systems, which are used to process and track returns.

We greatly appreciate your business and loyalty to our Company, but we have designed this refund program to treat every customer the same, regardless of factors like the amount of money spent shopping with us.

Going forward, we encourage you to hold on to your receipts for future returns, or take advantage of our gift receipts.

Also, our ***************** system is handled by The Retail Exchange, they can be reached at ************** and will be able to assist you with any additional questions you may have.

Thank you again for writing. We welcome customer feedback and have passed your comments on to the appropriate people for their review.

Sincerely,

*****
TJ *********************
Customer Answer
Date: 12/19/2022
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 It is against U.S. consumer law to not provide a return for items purchased within a retail establishment. Consider adopting Burlington Coat Factory and/or ********* method of transacting consumer purchased items. Most retailers are now able to store data from purchased receipts by using the consumer's credit card of payment. This way once the customer loses a paper receipt it is already in the store's computer database at the register and will show all the details of the purchase. Please update your antiquated systems.

Regards,
*******
Initial Complaint
Date:12/15/2022
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.
My credit card account was canceled without my notice. When I called TJ Maxx customer service they said my payment didnt go through; mind you this was the first time a supposed payment didnt go through, I never received an email or mail that they stated they sent. I went and checked my payments and the payment shows that it went through on my end. Therefore they should not have canceled my account and it is now listed on my credit report.
Business Response
Date: 12/17/2022
Dear ******,

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: 12/17/2022
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.
[While I appreciate that someone will contact me, it does not resolve my issue. My account was closed and it is now on my credit report. I dont believe terminating my account after the first issue was reasonable. I would like my account to be re- open. ]

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,
Sariah
Initial Complaint
Date:12/15/2022
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 got some Gift cards from TJ Maxx. The balance "disappeared". I enquired as to where the money went. They could not tell me. It has been a while since I used them but in the *********** gift cards DO NOT EXPIRE!I would like to know where it went. It is not a large amount , but it is the principle.
Business Response
Date: 12/17/2022
Dear *******,

Thank you for contacting TJX Customer Service.
TJX Gift cards do not expire.

You may obtain the balance or history of your gift card by calling our *************************** at **************. Our *************************** hours of operation are M-F 9AM-6PM EST. Any Representative will be happy to assist with this.

Sincerely,

*****
TJ Maxx Customer Service
Customer Answer
Date: 12/17/2022
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:12/12/2022
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.
On 12/08/2022 at 19:23:12 I purchased 2 gift T. J. Maxx gift cards, 1 was for $100 and the other was for $50 along with 2 baby jumpers , a 4T toddler alphet and a cookie jar. When I got home my husband told me that before I left the house he told me he already got the 2 gift cards, when I thought he said to get the 2 gift cards. So on 12/09/2022 around 6:30 pm I went back to the same store with my receipt and the cashier clerk told me I wasnt allowed to return the gift cards. When I stated that thats not indicated in their return policy or noted anywhere in the store the clerk got the manager. The manager said it is a company policy and she can not return me my money regardless if I have my receipt or not.
Business Response
Date: 12/17/2022
Dear ***,

Thank you for contacting ************************** regarding the gift cards you purchased.

Unfortunately, Gift cards are not eligible for return. They are good for merchandise in store and online.

This is stated on the back of the gift card.

We appreciate the inquiry,

Sincerely,

*********************** ****************
Initial Complaint
Date:12/06/2022
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 products on Nov 16,2022 at ************* ** location#*****. I went to return a knitwear at same store onNov 28.They said I couldnt return one of the shirts because the tag doesnt match the product, but I bought it as I returned it. I paid $49.99 and come to find out the knitwear is $19.99; so not only was I overcharged but the staff at this store were extremely rude and unprofessional. I spoke to the manager who said hed do what he could and get back to me with a resolution. Its been over a week and I havent received any correspondence. The entire ordeal was very unhelpful and quite frankly wasted my time. Moreover, how could something like this even happen? How could your store sell a product with the wrong tag? Ive completely lost faith in shopping at your stores after being overcharged, receiving poor customer service and still having no answers as to why Im being held responsible for a mistake made by your employees. *** attached my receipt here and look forward to seeing how you correct this situation. Thanks, *******************
Business Response
Date: 12/11/2022
Dear ****,

Thank you for contacting ** Maxx Customer Service.

We were sorry to hear that the store was unable to accept your return. Because we value our customers and would like to make certain that this is addressed, we need a bit more information from you. If you would kindly respond to the e-mail we sent to you with a copy of your full receipt and a picture of the item with the ** Maxx tags, it would assist us in following up on this matter.

We look forward to hearing back from you.

Sincerely,

*****
** Maxx Customer Service
Customer Answer
Date: 12/13/2022
The business response asks for additional information, which Im happy to provide. Ive attached the requested information here.

My issue is not yet resolved, thus I reject the business decision.

Looking forward to next steps for resolving my issue.

Thank you,
****

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,
Mika

Business Response
Date: 03/03/2025
This customer sent us a letter on 12/9/22 with the same complaint. We responded back to the customer via email on 12/11/22 and asked for more information such as photos of the item/receipt and who the spoke to at the store, but we never heard back from the customer.
Initial Complaint
Date:12/05/2022
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.
On 10/02/2022 I placed an online order for 2 rings, a 14k Green **** Eternity ring for $249.99 style#********** and a Citrine and Sapphire Cluster ring for $349.99 style #**********. Order #**********. I called when I did not receive it. I called on 10/13/2022 and was advised that I needed to wait another day and call again if I didnt receive it. I called back on 10/14/2022 and they initiated a refund, which I received on 10/19/2022.On 10/25/2022 I re-ordered both items order #**********. I was pleasantly surprised when I received notification that I would receive the package today (10/28/2022). My excitement did not last long. The package was unusually heavy. I open the package and did not receive the rings I ordered but instead received (2) Micro Essence Treatment Lotions 6.7oz Style PGJJ01000. How anyone can mistake this for the rings I actually ordered is a mystery to me. Someone should be performing a quality check especially when the customers previous order was an issue. I called TJ MAXX to advise what happened and the first person disconnected the call. I called again and was advised to drop off package at ***** once received they would initiate a refund. I asked to have pick up the package because i do no have transportation. I was promised will have ***** pickup the next day. When ***** did not pickup the package I took an Uber to Walgreens ***** ( tracking #************) drop off and T.J.MAXX received it 11/4/2022 and I still have not received my refund of $647.98. I received a call from ************ on November 7, 2022 advising they received the package and a refund would be processed in 5 days. It has now been 12 days and still no refund.
Business Response
Date: 12/17/2022
Hi *******,
We understand you have been in contact with our **************** team and this has been resolved.
We appreciate you reaching out and hope you will shop with us again soon.

Sincerely,
*****
TJX ****************

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