Carmen sent a message to Carol Meyrowitz President and CEO, TJX Companies, Inc. that said:
Hi!
I have never reached out and complained about a transaction/interaction before but I am so disgusted, disturbed and alarmed about what took place this evening in your Germantown, MD store. First, on 10/24/15 I purchased a Michael Kors bracelet for my daughter, who cares about designer products, for Christmas. When I bought it, I inquired about the return policy because Christmas was still 2 months away. (I wasn't 100% sure she would want the rose gold one but it was so beautiful and I took a chance.) I was told that I would just need the receipt to return it. Christmas came and my daughter LOVED it!! Unfortunately, the 1st time she wore it and was heading out, it fell off her wrist - the clasp doesn't stay closed. Luckily she was at home and it fell on the carpet. I returned it tonight, with the Michael Kors box, and was given a VERY hard time. The sales person at the jewelry counter repeatedly said that it was a problem because I bought it in Oct. She also said that I couldn't return it because, although I had the box which still had the tag on in, I didn't have the packaging inside the box, and therefore they couldn't resell it. Stating the obvious - why would you resell something that is defective???? I explained to HER the store's holiday return policy, which is online and clearly posted in the store. She kept saying yes, but that I bought it in Oct. I repeatedly pointed out that the purchase was made once the policy was in effect. She disgustingly called over the "coordinator" who was just as rude. They felt that there wasn't anything wrong with the bracelet. I suggested that the coordinator put on the bracelet and walk around the store for 10 minutes and see what happens. She rudely said she was not going to do that. Again, it was brought up that I purchased it in Oct. to which I replied that I start shopping in August, if not earlier, and that it was within the return guidelines. They again said that I didn't have the insert to the Michael Kors box. Out of curiosity, do you keep ALL the packaging that comes with every gift on the off chance there will be a problem with it and you will have to return it?? Where would you store it all???? Anyway, they finally, and begrudgingly gave me a store credit, which I didn't want. Please realize I can't disappoint my daughter by not replacing the bracelet. I am now in a position where I must go to a Michael Kors store and pay retail, 3 times what I paid at TJ MAXX - a store credit is not going to help me here. They did not seem to understand. I really wasn't happy so went to the registers and asked to speak with the manager. The same coordinator came up and wasn't happy to see me. I showed her the posted holiday return policy sign and reviewed it with her so that she would clearly see that I had a right to have my credit card refunded instead of a store credit. (I purchased it after 10/18, I had my receipt, I was returning it before 1/23, and I went to the jewelry counter). It does not state on the receipt or on the return policy sign/online, that designer jewelry must be returned with all of the original packaging. I asked for a refund, explaining AGAIN, that I had followed the rules and that I was going to have to pay significantly more to replace it elsewhere. Only after asking for the 1-800 number to the company and stating that I was going to make a call, did I receive a refund. I understand that sometimes there is a problem with a product - it happens. I don't fault the store for that. The poor customer service/or lack of, however, is another story. I am very disgusted, disappointed and disturbed by the treatment I received - fighting with a customer over a legitimate issue, unwillingness to honor the posted holiday return policy, and the overall rudeness of the 2 employees I dealt with. And again, I find it alarming that defective merchandise would be resold. Maybe next time the poor sucker will loose the receipt and have to keep it??? I don't get it and hope it was the employees, and not company policy, to do so. As I said, I have never complained to any business before about anything, even when perhaps I should have. Unfortunately, the manner in which I was treated this evening was just appalling and I can't imagine that you want your valued customers walking out of your stores feeling like this. These woman never smiled, never said "thank you" and never apologized. I have been in customer service positions for years. What I received tonight was NOT customer service. Please feel free to call me if you would like additional information or would like to discuss it further. Thank you for listening.
