TJ Maxx
Customers Don't Matter at TJ Maxx

Thank you to the Easton (Columbus, OH) TJ Maxx store manager for showing me that store policy trumps customer satisfaction at TJ Maxx. My wife purchased two bras from your store yesterday, and the clasps on both bras broke when she unsnapped them before trying them on.

The manager refused both store credit (which I would never use) and refund (which is what my wife wanted). She simply said, "It's store policy. There's nothing I can do."

Now, I understand that your store cannot resell undergarments... But when a garment is broken, you can't resell it anyway. That doesn't eliminate your responsibility to make the situation right.

Since your manager was not willing to make it right, here's the breakdown: TJ Maxx gained $15 selling defective merchandise; it lost two customers for life and any chance of positive word-of-mouth advertising from those two customers. Plus, I'm happily posting negative reviews on dozens of social media and customer review sites - and believe it or not, reviews do significantly affect consumers' purchasing decisions.

Was the $15 worth it?

By the way, offering to give me the broken bras back was a nice touch. I'm sure that would have turned my wife's mood right around.

Your company can resolve this situation by issuing a refund as requested. I will be happy to fax the receipt to facilitate the refund.

Company: TJ Maxx
Country: USA

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