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.

  770 Cochituate Rd Framingham, MA 01701-4666

• 

  The TJX Companies, Inc.

  300 Value Way # 400 Marlborough, MA 01752-3093

• 

  The TJX Companies, Inc.

  3000 Fashion Center Blvd Newark, DE 19702

• 

  The TJX Companies, Inc.

  1005 Paradise rd Swampscott, MA 01907

• 

  The TJX Companies, Inc.

  8201 Oak Grove Rd Fort Worth, TX 76140

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:01/24/2025

  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 was at the store and saw an item with a price tag of $35 hanging off of the item. I went to pay and they said the price was actually $70. I showed the manager the tag, and she said they did not have to honor the lower price. I think that they should have honored it, because that was the price that was displayed,The store was HomeSense at *******************************************************

  Business Response

  Date: 01/29/2025

  Dear Cristiana,
  
  Thank you for contacting Homesense **************** regarding our pricing policy.

  
  We are sorry to hear about the incorrect pricing. However, it is up to our associate /manager to review and scan the item. If an item is marked incorrectly, we rely on our associate within our store to review and correct the ticket pricing. 

  We hope this clears up any confusion.

  Again, thank you for taking the time to write. You are a valued Homesense shopper, and we hope to see you in one of our stores again soon.

  
  Sincerely,

  
  Christie
  Homesense ****************

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 23 2025 I visited the ********** in ********* ********. I am a frequent shopper of *** Stores and have the *** Rewards card. I have lived in this area for the last 9 years and have little problems with this issue. I am a 100% disabled veteran with the need of a service animal to accompany me where ever I go. Because of the nature of my disabilities my service animal must perform his tasks off leash and he is trained to do so in this manner. I have visited Marshalls many times and each and every time my service animal has been with me off leash. There have been no prior incidents. However, on this night, I was accosted by the assistant store manager ********* ****** who demanded that "your dog needs to be on a leash in our store". I told her that that was not true and that she was misinformed and attempted to show her what exactly the law was in regards to service animals and she did not want to see it. Instead she just stared at me rather aggressively and said that she would "call her people." I really did not know what she meant by that and walking around the store I was severely uncomfortable not understanding what she might be doing. It is apparent to me that your employees have little to no training on how to deal with customers with disabilities and are unaware of the State and Federal Laws that apply to those interactions. *************************************************** This is the basic information your employees should be aware of. Reading this document you will learn how to interact with guests. First and foremost, employees may only ask two questions 1. Is your dog a service animal?2. What tasks is he trained to perform?EMPLOYEES MAY NOT REQUIRE DOCUMENTATION OR DEMONSTRATION by the Service animal. YOu will also know that service animals DO NOT need to be on a leash. I did attempt to say something to another employee but he was not a manager. He did however admit that this was very off putting.

  Business Response

  Date: 01/29/2025

  Dear *****,
  
  Thank you for contacting Marshalls **************** regarding your experience in our ********** MD store.
  
  We were disappointed to learn of your recent experience to our store. Customer courtesy and convenience are very important to us and we apologize that this was not demonstrated to you on this occasion. Please be assured that we have discussed your comments and concerns with **** *********, our District Manager, for his review and attention.

  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.
  
  Sincerely,
  
  
  Christie
  Marshalls ****************

• Initial Complaint

  Date:01/24/2025

  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.

  Hi I opened a TJX rewards credit card. I have had problems with transactions getting declined and I have a $4500 limit of which $67 has been used. I reached out to the compliance officer and while he was helpful once. He has stopped communicating with me. I understand that ************** handles your card. Can someone please have a representative from Synchrony get in touch with me ? I can tell you that after seeing the Forbes rating of 1 1/2 star of your credit card its making me question why I opened it.

  Business Response

  Date: 01/24/2025

  Dear *****,
  
  Thank you for contacting TJX Customer Service regarding your TJX MasterCard or TJX Rewards credit card account.
  
  Your TJX Rewards credit card account, which includes billing questions, Reward Certificates and payments, is administered by *******************. You may visit their site at *********** to log in for self help options, including chat. If this is your first visit, please register to log in.
  
  You may also call them at **************, and they will be happy to help. 
  

  You are a valued TJX customer, and we appreciate your inquiry.
  
  Sincerely,
  
  Grace
  TJX Customer Service

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last weekend, I bought many packs of the 100pc facial wipes from TJ Maxx. When I got home, I opened one of the packs and when I tried to pull out each wipe, it tore into pieces. The quality was horrible and basically unusable. I discarded my receipt but I thought I would bring them back to the store for a refund anyway since all the other packs were brand new, unopened. The store wouldnt refund me without a receipt. Im now stuck with these new packs of wipes with horrible quality. Wasted my money on them! I want to contact ******* customer service to see what they can do for me!

  Business Response

  Date: 01/23/2025

  Dear *****,
  
  Thank you for contacting *************************
  
  We are sorry to hear that your return was denied by our store. We would be happy to research your transaction for you.
  

  Please call our *************************** ************************ at ************.
  

  Because we will require detailed account information, and this is an unsecured site, we request that you not e-mail the information to us. Any Representative will be happy to assist you in resolving this.
  

  Our *************************** is open Monday through Friday, 9 AM to 6 PM, EST.
   
  Sincerely,
  
  Grace
  TJ Maxx Customer Service

• Initial Complaint

  Date:01/21/2025

  Type:Order 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.

  Company is performing multiple fraudulent practices.

  Business Response

  Date: 01/23/2025

  Dear *******,
  
  Thank you for contacting TJ Maxx Customer Service.
  
  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 type of billing issues you are having. If you prefer, you can call our Customer ****************** at ************** and speak with any Representative, who will be happy to assist you.

  
  We look forward to hearing back from you.
  
  Sincerely,
  
  Grace
  TJ ********************************************* Hours of operation are Monday through Friday 9 AM to 6 PM, EST

  Customer Answer

  Date: 01/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  Because i have yet to receive a resolution from the company  

  1.your credit card is the only one who takes forever to receive my payment. Which in my opinion  is an intentional delay to charge interest or late fees to the customer. 
  
  
  2.  Have asked numerous times for a paper copy be sent to me in the mail. Told many times it would occur only for it not to happen. 
  
  
  3. Instead you emailed my bill which went into junk mail. Just by chance I saw it when deleting my junk mail. Was so surprised, never has any of my credit cards, ***** discover, kohls, target, *********** lowes, etc ended up in my junk mail. Why would a well known companys credit card bill go into junk mail? Think it is another outlandish practice on your part to charge a customer interest and late fees. 
  
  
  4. Most recently I informed a customer service representative I wanted a mailed copy of my bill sent. She confirmed that would happen. When i logged onto my account to see how much my bill was it came to my attention you are charging for a hardcopy bill to be mailed. 
  
  
  5.was never informed by the customer service representative of these fees. In addition,  to charge for a paper mailed company is outrageous and again a shady practice on your part. 
  
  
  That being said, I am done using your credit card for the reasons mentioned above. 
  
  
  Please remove any interest and late fee charges against my bill. 
  
  
  Sincerely,
  
  
  ******* ******

  [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,

  *******

   

   

  Business Response

  Date: 02/06/2025

  Dear *******,
  
  Thank you for contacting ************************ regarding your credit card.
  
  We were disappointed to learn about this. 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 the appropriate department for their review and attention. *** from ******************** let us know he was able to connect with you and assist with the adjustments on your account. Again, thank you for taking the time to write and for bringing this to our attention.

• Initial Complaint

  Date:01/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order **********, placed on January 14, 2025. Order placed for a ******** charm bracelet, which your website clearly indicated was in stock (2 remaining). However, on January 20, I received an entirely different item: a charm necklace.This is unacceptable for several reasons:The necklace is not listed for sale on your website. It is unclear why this substitution was made.I have no use for this item, as I do not wear or purchase necklaces.The bracelet is now unavailable from both the maker and other merchants, leaving me with no alternatives.Adding to my frustration, when I contacted customer service, I was advised to return the necklace and simply check back on your website for the bracelet. This response was dismissive and did not address the issue at hand: your system confirmed my order for a bracelet that was apparently not in stock.I question how this could have occurred. Was the bracelet ever actually available, or was this a deliberate substitution? Regardless, the result is that I, a loyal TJMAXX customer of over 30 years, feel disregarded and ************** compound matters, your websites messaging platform is currently dysfunctional, returning a FORBIDDEN REQUEST error when I attempted to provide feedback.I request a detailed explanation of:How my order was processed and why I was sent an incorrect item.What steps TJMAXX is taking to ensure this does not happen to other customers.Whether there are any other solutions available to address this issue, as the bracelet was clearly important to ***** the very least, I expected an accurate order fulfillment process and a resolution that prioritized customer satisfaction. Instead, Ive been left feeling dismissed, inconvenienced, and disappointed in a company I trusted for decades.I hope you will take this matter seriously and respond with a meaningful resolution.

  Business Response

  Date: 01/24/2025

  Dear *****,
  

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

  We regret any inconvenience this has caused. For the incorrect item received, we have submitted a refund to your bank on 1/21/2025. The refund should show on the original form of payment in 7-10 days but may vary depending on your bank. We have attempted to contact you at the phone number provided on your order but have not heard back.
  

  We would be happy to discuss your order and feedback further. Please contact our online **************** phone number for additional assistance. We appreciate you're reaching out. We're happy to help! 
  
  Sincerely,
  
  Grace
  TJ Maxx ****************

  
  

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as **********************************************************************

  Thank you for contacting me and I apologize for missing the important call.
  
  While a refund is appreciated and returns/refunds are a hallmark of TJMaxx. The main reason for my inquiry and feedback, is the ******* desire to received them item ordered. Your website, indicated the item was in stock. Not only was my order not fulfilled, I am requesting the desired item originally requested.
  
  I look forward to a meaningful response and resolution. 
  
  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,

  *****

   

   

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a rug for a total of $225.21 on 12/5/24. Upon opening it, I realized they sent me a completely different rug than what was advertised in the photo and it also had defects. This has been a common occurrence over the years, ordering from their companies. I reached out to customer service, mailed the item back, and was told I would receive a refund 10 to 14 business days after they received my item. Even after they received my return and that amount of time had passed, I did not receive a refund. When I reached out to inquire where my refund was, they gave me a generic message and told me to wait another 10 business days for an investigation.I have upheld my end of the deal, but marshalls refuses to hold up theirs. I have done my part and should be refunded for my item. They are holding onto my money while they string me along. Its unethical. I am requesting an immediate refund.

  Business Response

  Date: 01/20/2025

  Dear Gianna,
  

  Thank you for contacting TJ Maxx Customer Service.
  

  We regret any inconvenience this has caused. A refund has been issued and sent to your financial institution to reimburse you for the wrong item received in your order. 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. 
  
  
  Sincerely,
  
  Grace
  TJ Maxx Customer Service

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account, when I received the final bill I paid it before the due date however they charged a late fee since I called in and cancelled the account. They said it was because I had a balance when I closed the account. I keep getting a bill every month with a paper charge of $1.99 plus late fees. I have called and can not get this stopped. They keep increasing late fees. I paid my account off 3 months ago ago when I received the final statement.. I have called customer service 3 times, the last call they hung up on me. What can I do to get this harassment stopped?

  Business Response

  Date: 01/15/2025

  Dear ******,
  
  Thank you for contacting TJX Customer Service regarding your TJX MasterCard or TJX Rewards credit card account.
  
  Your TJX Rewards credit card account, which includes billing questions, Reward Certificates and payments, is administered by *******************. You may visit their site at *********** to log in for self help options, including chat. If this is your first visit, please register to log in.
  
  You may also call them at **************, and they will be happy to help. 
  

  You are a valued TJX customer, and we appreciate your inquiry.
  
  Sincerely,
  
  Grace
  TJX Customer Service

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/15/2024, I placed an online order with **************************. I order 2 qty of a Vesper cat tree. It was marked originally at either $69.99 or $79.99, but it was marked down to $39.99 each on clearance. It stated there were Only 2 left! so I ordered 2 of them. You can see this in my original order including a picture of the cat tree and the item name Vesper Large Cat Tree.On 12/19/2024, part of my order shipped. Suddenly, the cat tree was replaced with a completely different item. Although the picture was still the same the cat tree the item name now said Vesper V stool which is a completely different item. There was also only 1 of these.When the order arrived, it was, in fact, the incorrect item. It was the *************** which is basically a cat house that retails for a fraction of the price TJ Maxx had listed.I decided to look online to see if I could try to reorder the correct item. Lo and behold, TJ Maxx is now selling the Vesper Cat Tree, the item I bought, for 4x the price. And they have many in stock.I contacted online support and was told there is nothing they can do. They claim they sold me the Vesper Stool, not the cat tree. They claimed they dont have the cat tree. Then they claimed the tree is different. I have screenshots and info from the manufacturer of the tree it is absolutely the same cat tree, and theyre being completely dishonest about it. I just want 2x of the item I bought, the Vesper Cat Tree, which they have. They also clearly know theyre in the wrong because the support agent simply ended the chat while we were still talking.

  Business Response

  Date: 01/17/2025

  Dear ******,
  

  Thank you for contacting TJ Maxx Customer Service.

  We regret any inconvenience this has caused. A refund has been issued to reimburse you for the damaged item in the order. Your refund confirmation number is RET07977635. Please allow 5-7 business days for this amount to show up on your bank or ****** statement, depending on your banking institution.
  

  We have also sent a gift card that should cover the difference in cost between the items should you decide to reorder it. We appreciate you reaching out and are happy to help.
  
  
  Sincerely,
  
  Grace
  TJ Maxx Customer Service

  
  

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** is charging me interest for a late bill. I never received that bill. I do not have a stand alone mailbox therefore it is not uncommon for residents in my development to have other peoples mail or mail that never gets to the correct person. On Jan 3, 2025 I called *** customer service to request the late fee and interest charge be waived due to the above circumstances. They did waive the late fee (as I always pay my bills timely) but they did not waive the interest. They told me they could not waive the interest because they do not have that capability. The interest is in the amount of $10.58. I kindly request that interest charge be waived. *** should not penalize a consumer because the mail/bill did not reach them. I have confirmed the address on file is correct however because my development has 54 houses with 3 sections of mailboxes it simply never made it to me.

  Business Response

  Date: 01/08/2025

  Dear ********,
  
  Thank you for contacting TJX Customer Service regarding your TJX MasterCard or TJX Rewards credit card account.
  
  Your TJX Rewards credit card account, which includes billing questions, Reward Certificates and payments, is administered by *******************. You may visit their site at *********** to log in for self help options, including chat. If this is your first visit, please register to log in.
  
  You may also call them at **************, and they will be happy to help. 
  

  You are a valued TJX customer, and we appreciate your inquiry.
  
  Sincerely,
  
  Grace
  TJX Customer Service

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********