love the store, love the merchandise, absolutely hate their customer service; I bought a set of earrings for my girlfriend, and on the same receipt bought a pair of O'Neill "Hyper Freak" surf trunks, a Billabong tee, and a long sleeve plaid shirt. I get home and start sorting things out(my girl loved the earrings), but when I pulled the plaid shirt I noticed a stain on the shirt, and upon carefully inspecting it, I was horrified to realize I had purchased a used shirt, OMG the armpits! Horrible, horrible smell! after calming down I figured, no problem I'll just return it or better yet, exchange it for a "clean" new one. I own a business in the West L.A. area therefore my whole life evolves at work or commuting to and from work, so I figured I'll just have my girlfriend exchange it for me, instead of returning it, specially since I could not give her the receipt because of the earrings I gave her, I told her, if you can't find the shirt, I'm o.k with store credit, I'm sure I can find something later. Something so simple, I could have easily been fuming at the fact that TJ Maxx sells used merchandise as new, but I wasn't. Nevertheless, these cheap managers running the store were able to turn something so simple into a can of worms, full of insults and derogatory remarks towards my girlfriend who was so innocent in this. My girlfriend walks in and goes straight for the return line where this heavyset woman who also happened to be the manager on duty was already waiting for her, she handed the shirt to this woman behind the counter, who immediately without even inspecting the garment says," that shirt is not ours", my girlfriend tries to explain the situation and the fact as to why she doesn't have a receipt, but the woman did not even want to hear the explanation, made my girl feel as if she had stolen the merchandise or was trying to pull some sort of theft against the store, then some other woman (also heavyset) comes in and inspects the shirt and says, even if you had a receipt for this, there is no way we could give you anything back, not even store credit, this shirt it's obviously used and we can't take used merchandise back, plus we don't even sell that brand name.
Needless to say when I came back home that night, my girlfriend was in a very bad mood, and after telling me about her little adventure at TJMaxx, I was in a very nasty mood. I own a business and I can honestly tell you, customer service is critical in the game of competitiveness, customer service will make you or break you in retail, food, or any other type of business you are running where you have to deal with the public.
I went back myself, with my receipt, and that nasty mop they sold me as a new shirt, and went straight to the return line, and guess what!, they credited my account with no problem, no one accused me of trying to return a used shirt, even after I told them that the shirt they sold me was used and that that was the reason I was returning it, all they did was apologize and got me out of there quick. I even walked the store and sure enough, there were about ten or twelve shirts, same brand, same color and even available in different colors. Why did they find it necessary to insult my girlfriend, simply because she had no receipt? Accusing her of bringing merchandise from a different chain-store and trying to return used junk, I am glad that so called manager is not running my business, I would have closed my doors a long time ago, if that was the case.
Oh yeah, Maria was the name of that heavyset manager that was so rude and unprofessional to my girlfriend, don't know the name of the other one, the one that swore the shirt was not theirs, although I found ten or twelve more hanging on their racks.
P.S. Beware, that smelly used mop(plaid long sleeve shirt) is currently hanging on their racks waiting for the next customer(sucker) to buy it as new read more
