T.J. Maxx

I spend hundreds, really thousands of dollars at TJ Maxx and I am frustrated with whatever software TJ Maxx uses to process online orders and receipts and appalled at the terrible customer service I have been receiving at the Pensacola, Florida store. I'm not a snob prone to complain about every inconvenience I experience. I am a hard-working loyal customer who honestly has a legitimate concern. TJ Maxx has failed to provide me the service any customer is entitled to. I order a lot online as I am very busy. Lately, I've ordered the same items in 2 different sizes with the intention of returning the size that doesn't fit. I've made several returns of this nature over the past 2 months. First off, I can say that a few of the employees at the Pensacola store have bad attitudes when I am returning an online order. Their attitude has made me feel not only like I am annoying them, but I've been given looks or questioned about whether I had my receipts in a way where it seemed like they were trying to find a reason to be able to deny my return like it was a big hassle. Your network or software has on occasion, not been up to date and my receipt was not yet available to access on the register. And the most recent situation involves an online order for which only one of the six items I ordered shows up on the register when they scan the barcode on my emailed receipt. I had 3 items I needed to return and have credited back to my TJ Maxx MasterCard. I went to the store just for this purpose. I sat there for 40 minutes while 3 different employees tried to figure out what to do. No solution was provided and I was told all they could do was process the return as a no receipt return and issue me a store credit. I didn't want a store credit. I went home to try and find my packing slip because they not only seem to find it easier to process an online return using that, but they also have a better attitude than when they must use the barcode from my online receipt. I usually keep my packing slips, but could not find this particular one. I went back to the store hoping maybe the system had updated and they would see all the items from my order on their register this time. This time, the employee who first scanned my receipt immediately got an attitude when she saw just the one item on her screen and acted annoyed and almost suspicious when she said very impolitely "oh yea, um, there is only a purse that shows up on this receipt, we're not going to be able return these", referring to the 3 items I wanted to return. Clearly you can see all 6 items, pictures, sku numbers, the purchase total and barcode on the receipt in my email. I asked to speak to a manager. Once again, I sat there for 20 minutes while 2 other employees got involved and was told the same thing. Even with the knowledge that this was my second trip for this purpose, all I was offered was a no receipt return and store credit. I was even refused the small discount requested on a pair of shoes that were chosen as least dirty out of an entire stock displayed on an end cap where every shoe was dingy with black marks. I let them do the no receipt return with every intention of contacting someone on the phone with customer service later on. To make matters worse, I attempted to make another online purchase, which is how I do 90% of my shopping with TJ Maxx, and when I went to use the gift card they gave me, it said it was only for in-store purchases and I could not use the credit for my online order. This situation was a problem for me from the first day I went to make the return and sat there for almost an hour, walking out not only without accomplishing what I took time out of my busy schedule to do, but, having worked in management myself, rather unsettled by the fact that no other measures were taken that are typical of the industry standard in good customer service. And, to add insult to injury, in addition to being forced to take a store credit despite no failure on my part to comply with store policy, I couldn't even go home and place another order online as usual and spend my own money on that order, I had to increase the balance owed on my TJ Maxx card to make this purchase. The whole point of my initial trip to the store was to REDUCE the balance on my TJ Maxx MasterCard. Something needs to be done to improve the integration of your online and POS systems. I never have these problems at Walmart or Target with barcoded online order receipts. Additionally, I have never been in a situation where even the store manager was not equipped with the knowledge, ability, or power to override the protocol and perform a return manually when an error occurs. Lastly, I think it's obvious that I take issue with the manner in which employees conduct themselves at the Pensacola store. I still can't believe I have stood in that store actually feeling like I was a nuisance or had done something wrong or shady when faced with the poor quality of service this store provides.