Review Time
Order arrived fairly quickly but 2 items were damaged. Got a partial refund for one which was fine but the other I have been told I need to return it to a store or post it back at my own cost. This is ridiculous that I now need to waste my time and money to return a damaged item. If it had been packaged better the item wouldn't have been damaged in the first place.
On the 15th February 2026 I had to return a lamp at the Dunfermline store. Nothing wrong with it, but it didn't go with the room. It was pointed out that there was no price ticket attached or code and they wouldn't be able to refund without the details as the receipt was not enough. BUT instead the lady at the counter, Tracy, took the time to look up the product and confirm the item, code and price. Thanks to her I was able to return the product and get a full refund. Thank you Tracy, above and beyond duty and a credit to TK Maxx!
I called the TK Maxx Customer Care team to enquire about changing the delivery address, as the previous address was auto-filled during the payment process. I spoke with Mansi from customer care, who was very helpful, reassured me not to worry and advised me to wait for a courier portal notification, where I would be able to redirect the parcel to my current address. She confirmed that the process would be straightforward and would not involve any additional cost. Please note that this is a next-day delivery order. I remain hopeful that the redirection will go smoothly.
Nicola and Aleksandra were extremely helpful, kind and efficient in resolving an issue with my order. An excellent example of responsive and diligent customer service!
I've always had a wonderful time shopping here, whether in person or online, and the abundance of fantastic deals makes it easy to get carried away. Additionally, my latest interaction with the support team was exceptional, as my question was addressed almost immediately.
This company has a lovely reputation, but unfortunately, their products just don't perform. The lifestyle footwear never seems to work, and the jeans, despite being labeled a 28 waist, fit more like a 40+. Within just a few months, they start sagging, and it becomes a struggle to keep wearing them. The selection rarely changes, and while prices have remained fair from 1999 to 2026, nothing really improves. Traveling to different locations does offer a better variety, especially in sizes, but my overall experience over the past 4-5 years has been quite disappointing. I'm relieved to have switched back to joggers, which feel much better. Each person's experience may vary, though. Take care!
Before Christmas, my partner bought a £50 gift card at a store in Camden, London. When her daughter tried to use it later, the checkout informed her that the card had a zero balance. We immediately approached the staff, who confirmed that the gift card had been purchased correctly but, for some reason, it had never been activated. Essentially, the company took the £50, but the card was useless. I then spoke to the store manager, who said there was nothing she could do because gift cards are managed directly by the company's central office, not by the individual store. While this may be their internal policy, it is completely unacceptable from a customer's perspective to be left without a solution for a mistake on their part. Not only did we waste our time, but there was also no apology or any compensation offered for such a serious error. We reached out to customer service as directed, provided all necessary information, and after several days, the only response we received was a link to purchase another gift card. This is not a viable solution. My partner had already given her daughter £50 in cash to make up for the company's mistake, so receiving another gift card was meaningless. This experience highlights poor internal controls, a lack of accountability, and a complete disregard for the customer's time and money. When a company errs, the customer should not have to chase for answers or accept inadequate “solutions.” I strongly recommend avoiding this company, especially regarding gift cards. Based on our experience, they cannot be trusted. The company's lack of respect is also apparent in their responses, which seem to be generic replies, likely due to their corporate structure.
I am writing to formally express my dissatisfaction with the customer service I encountered at a retail store in Swansea on Christmas Eve, just before closing. I arrived at approximately 5:30pm, knowing the store was set to close at 6:00pm. Around 5:45pm, staff began directing customers to the tills or urging them to leave, which I understood given the impending closure. However, the way this was communicated was unacceptable. Two staff members were abrupt and dismissive. One raised her voice, saying something like, “I’ve told them, they are not listening,” in a confrontational manner. Another staff member made exaggerated gestures, rolled her eyes, and waved me away from the jewellery counter around 5:40pm, even though there was still time before closing. There were no apologies, no polite requests, no seasonal greetings, and no effort to communicate respectfully. The overall impression was that customers were seen as a nuisance rather than valued guests. After leaving, I called to speak with the manager. The person who answered claimed to be the manager but refused to confirm her name. When I remarked on the rudeness of the staff, she dismissively encouraged me to contact the Head Office instead. This interaction was very disappointing and indicates a broader issue with management and customer service culture at this location. In a time when retail is facing significant challenges, such treatment of customers is troubling, especially from a well-known retailer. Perhaps improving customer service training should be a priority for the new year. I would appreciate confirmation that this complaint has been acknowledged and that steps will be taken to improve staff conduct and customer service training at this location.
Alex was extremely polite, friendly, and attentive. My call was interrupted, but I soon received an email follow-up from Alex to make sure I had all the details needed to track my order. I'm very pleased with the assistance provided 😊 I would certainly choose to order online again in the future.
Excellent support over the phone, incredibly knowledgeable and patient. If only all companies had such positive customer service representatives! My small issue with a click & collect was addressed promptly, and I received a £5 goodwill gesture. It truly made my day. Thank you!
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