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.
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