TK maxx...beware of the website

[LanaorAna2]

1. Bought and paid for superking duvet cover. Arrived - only a double.
2. Ditto pair pillowcases - only one in packet
3. Rude and Obstructive Manager troubles when you try and collect anything - or worse, bring faulty or incomplete goods back. You can't - and the store is breaking the law. Do they care? No need to answer that.
4. Today, I pop in to pick up a final jewellery order. Explain to lady behind till my phone is broken and give her my ID and order details. This worked last week when my phone first broke down. I checked with the staff it was ok to pick up the order. Manager says no. He has that insta-irritating jobsworth smug refusal tone.

Mardy Manager wants to see my phone. I show him it doesn't work. He refuses to get my order. I say 'Please don't push me away. I know you can give me the goods I have bought and paid for.' Mardy Mgr, he says NO. I repeat.

I say to Mardy Mgr look, I 'm going to cancel the order if I can't collect it. What choice have I got? Please don't push me away. -

Just don't.

I’ve ordered at least a dozen times from their website and none of what you describe happened. Once, something broke. They asked me to email them a photo and sent a replacement out before I had a chance to email them.

Just returned a few items from the website to my local store - absolutely no questions asked and immediate refund on my card.

Can’t fault them. Wish every online store was that easy.

Lucky you - I've had stuff arrived broken and incomplete and every time they won't replace or refund.

Really, I like TK but things aren't right and it's only fair to let people know.

He pushed you??

Errm, ok. He pushed you?

Never had a problem with them, perfect service every time

No, he didn't push me physically. I said don't push me away, which is what they were doing.

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I've only ever had really good service from TKMaxx but I always click and collect so it's obvious if something is wrong or missing.

I always do click & collect as well so I can try on and return items immediately. I have always had very good service from my local store.They even allow me to return perfume. I have had issues with some of the packages and things not being as described online. But the bargains out-way the duds by and by.

Good service for me too, I’ve mevwr had an issue

I've had rubbish from day 1.

Well if it’s happening every time, maybe they just don’t believe you anymore because it’s an incredibly bizarre coincidence and you should stop ordering breakable items from them or open your order in front of them in the store. Most shipped items come with regular tk maxx tags so I don’t quite understand how the duvet wouldn’t have been easily traced as the wrong size.

Ive never had anything but excellent service from them.

Have had some issues with orders containing wrong items, and a delay processing a refund by customer services once, but local store has always been lovely and gone extra mile to put things right. Have even had a hug from manager to say sorry.

every time they won't replace or refund
I've had rubbish from day 1
If this sort of thing keeps happening to you, why do you keep buying from them?

I've never had any problem with them and the staff at my parents' local store are all really friendly and lovely and go over and above expected levels of service to help.

TK maxx have their returns policy up on a board in every store I’ve ever been to. Iirc they have (or had) a slightly shorter returns period than normal.....it was 14 days though I’m thinking maybe it has gone up to 28? I know they’re strict about that but fair enough. Never had a problem returning anything even if I’ve just changed my mind. Never had a problem with online ordering.

Did you really say “please don’t push me away” to someone who was sticking to company policy and wouldn’t let you pick something up where I’m guessing you couldn’t prove it was your item. Very odd turn of phrase when he isn’t physically pushing you. If some scammer had been allowed to pick up your item which you’d paid for you wouldn’t have been happy.

It is very odd that you've had such bad experiences, because I have always found their customer service to be the best - both in my local shop and online. If you order something and it's not as described, then of course you can return it - and they will also refund your delivery charge.

I picked up some shoes the other day which had been described as grey, but weren't, so I called them, described my problem, and she immediately refunded my delivery charge and gave me a returns reference if I had any problems when taking the shoes back to the shop (I didn't). She also messaged their warehouse to see if the grey shoes existed, or if it had been a mistake on the website, and emailed me the next day to let me know they didn't exist. Honestly, it couldn't have been easier. Just call them about your duvet cover!

"please don't push me away" when nobody has touched you or attempted to touch you is the sort of ridiculous dramatic phrase that would make me as a manager immediately suspect that you are recording the situation for the purposes of some sort of scam/claim and immediately then shut you down anyway.

TK Maxx/Homesense are shops which take old/unsold/damaged/returned stock from other retailers and sell it on. Sometimes you get an amazing bargain, sometimes you'll find an item is damaged. They're very used to people taking things back because the damage or slight defect is greater than first thought. As such it would be very unusual if you'd constantly had the type of experience you've described.

Don't think it was the intention but this thread has just pushed me over to the TK Maxx website where Ive just ordered something

I've bought loads of things from them online, and have never had any problems with sending things that didn't fit/didn't look how I expected in RL and getting a refund.

I once bought a posh candle, and it arrived with a small chip in the glass holder -- it was for a present , so I asked for an exchange - they had no more stock and apologised profusely and suggested alternatives or a refund. Absolutely no quibbles - they just asked for a photo.

I'm still confused as to why you said don't push me away when he wasn't pushing you?

"Please don't push me away"

What an incredibly weird thing to say

I've bought loads of amazing stuff from their website. Use click and collect and their service is excellent. I did have one incident where I ordered two separate but matching bedside lamps with white shades. However when I unpacked them, one had a black shade. However customer service were helpful with refund, I took it back via the store, and was given a gift voucher as an apology. Re-ordered and a one with a white shade was duly delivered. So I think they're very good indeed on the whole.

I’ve never had a problem with returning things to or collecting from TK Maxx. I’ve never had to tell them anything more than my name or the reference number, which are all written on a list of deliveries they’ve had that day. They don’t need your phone. Sounds really odd what the manager is doing.

As for the “don’t push me away”...has no one ever heard this turn of phrase? . You don’t have to be physically pushed to say this. You’d say it to someone who’s doesn’t want to open up to you emotionally and shuts you out.

I have had overwhelmingly good experiences with TK Maxx (I smile every time I wear my £10 Moschino Sunglasses). I am sorry that you have had such a poor one but I am not sure it is entirely typical