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The issue in GetHuman-katelyny's own words
To Whom It May Concern,**I visited your store on the evening of ******** to buy some last minute gifts for the holidays, and was erroneously charged $**.** for a fragrance that I never intended to buy, or even had in my shopping cart. I am not sure if the sales associate was doing a price check before we walked over to her register to check out and forgot to void it, or if it was accidentally scanned from a previous customer. In the attached, you can clearly see this charge as being the first item scanned. By the time I looked over my receipt and noticed this, I was already home and it was too late to drive back, so I called the store and spoke with someone at the front check out area. She informed me that I could just drive back sometime in the next couple of days with the receipt, and that the $**.** fragrance would be taken off my receipt and refunded to me. This, even after letting the sales clerk know that we didn’t even have the fragrance we were charged for in our shopping bags. **We went back to the store a couple days later that same week (I believe it was either the **th or **th), and were informed by the store manager that, “LP would have to come in and review the surveillance tapes to make sure that the fragrance did not, in fact, go into our bag.” What was disappointing moreover, was that the manager informed us that if the video ended up being too grainy, or if the cashier was scanning*moving things too fast, that there was nothing he could do about the situation. Even if it was determined that we were charged incorrectly, the store manager told me that I’d have to physically drive back, yet AGAIN, to have the money put back onto my debit card. What kind of customer service is that? Clearly, I would not be wasting my time between phone calls and driving back to the store for a fragrance, if I actually had it physically. I called back on ******** at *:**pm CST, and the same store manager reminded me again, that, “LP hasn’t come in yet and hasn’t had a chance to review the security footage of the registers.”**Later, on ******, I went to a different TJ Maxx location and ended up buying nearly $*** worth of merchandise, despite the fact that I still had not received any sort of communication, refund, or even store credit from my previous ******** trip in which I was charged $**.** for a fragrance I never even purchased or received. I asked the store manager at that location if it was standard corporate protocol to have LP review the tapes when instances such as this occur. She apologized for my bad experience at the other store, and bluntly let me know that, “she would have definitely handled my situation differently.” **I am writing this to you on this **th day of January ****, almost * month from the date in which I am seeking reimbursement for $**.** (plus *.*% WI sales tax ($*.**), so approximately $**.** total).**I would greatly appreciate a response back to my concern, I have attached both the receipt showing the incorrect $**.** charge (circled on receipt), along with a second receipt that shows my *nd trip out to a different TJ Maxx location to speak with a different store manager (AND buy almost $*** of additional merchandise). My husband and I have been loyal TJ Maxx and Marshall’s customers for the past ** years. I have additional receipts to show that if you need them. If we don’t receive a solution to our problem, we will definitely be taking our business elsewhere.**Thank you,*Katelyn R.
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