T.J. Maxx

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CLOSED NOW - Opens at 9:30am

I have been a 'regular' at TJ Maxx for several years, not just at the Muskegon store but across the country. Today, my husband and I experienced some of the worst customer service ever (from ANY store, ANYWHERE) and I plan to leave a review of the Muskegon store, explaining our experience, on multiple social media sites.



Yesterday, we spent nearly $400 dollars there. One of the items purchased was a $70 hard-side, carry-on suitcase. Once home, my husband discovered that a zipper pull was missing from the inside so, today, we took the suitcase back to the store in hopes of exchanging it.



Well, not only did they not have another like it, they had nothing comparable, so we asked the cashier assisting us if they would be willing to reduce the price of the defective one. She called over a lady whom I assumed was some sort of a manager, who then called over a man to discuss it with. Not only did these two insult us by offering us a measly 99-cent discount, they told us we could buy a zipper pull 'anywhere, for about 75-cents'and FIX IT OURSELVES!



We couldn't believe our ears! Who tells a customer to fix defective merchandise themselves?! Or offer to take only 99 cents off, when you KNOW they are going to put the case back on the shelf either as-is (hoping the next customer won't catch on) or with a markdown of a good $5-10!!



Heck, we would've PREFERRED exchanging the case for one which wasn't defective, so it wasn't like we went in there trying to rip them off. But, by the time we were done with this interaction, that is exactly what we felt they were implying, that we were trying to get something for nothing.



The actions of these two (managers) is going to cost the store a heck of a lot more $ than the few dollars they might have given as a markdown on that suitcase.