Tk Maxx Substitutions - Appalling Service

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I’ve just been sent a cheaper black cashmere scarf instead of the one I ordered.Tk Maxx have refused to sort it out and told me to refund the item.The one I ordered is of course out of stock. This is the second time this has happened and the other items was again out of stock.
I buy loads at Tk Maxx and must be one of their best customers.
I’m now giving them a total lemon for appalling customer service.
And advice to everyone - check your orders!!

They're awful - I bought a jumper there but it was over 4 weeks before I went to put it on (they always sell out of season stuff, so there can often be a delay). It had a massive hole that I hadn't noticed. Took it back, all tags on, and was told it was reduced to £3 - even though I had my receipt which showed I had paid £40, they wouldn't budge. Even when I said that it was faulty, they wouldn't budge. Even when I contacted their head office, they wouldn't budge.

I gave up.

I returned an item to the store that I'd ordered online and was refused a refund as the number on the sticker on the label did not match the number on my delivery note. The description of the item and the item matched perfectly (as they were one and the same) but I was made to feel like a criminal. I don't know why one number didn't match the other but the sales assistant was very accusatory.

I felt like a criminal too AllTalk! When the manager came over, it was all 'she claims this' and 'she is saying that' when I was standing right there. And the manager was very pointed in saying to people behind me, 'I'm SO sorry about this - we're trying to get it dealt with.' Dreadful.

Really? I've never had an issue. I bought something online with my debit card, returned item to store but had forgotten card, they refunded me with a gift card, which I thought was great.
HorridHouse you shouldn't have accepted that, it doesn't sound right.

I ordered some things online to be delivered to the store. One of the items wasn’t right, so I took it back the next day along with all of the packaging it came in, plus my online order receipt. They wouldn’t take the item back because I didn’t have the printed receipt that was meant to be in the bag with the order... but there was never one in there. So frustrating. I managed to get vouchers in the end, but that was a struggle.

I have to say my local store are lovely. I put in an online orders frequently .....and they know me well. It was the sheer lack of customer service on the phone and the total lack of apology that rankled.