TK Maxx returns 'policy'

techtitch

I bought a very discounted rucksack from TK Maxx. Didn't use it for a couple weeks but as soon as I did, within a few days light use it fell to pieces at the seams.

I took it back on day 27 with a print out of my credit card statement as proof of purchase, queued, queued some more, and was told that as I couldn't provide the receipt and it was bought over 2 weeks ago, they could only offer a gift voucher.

I complained and asked to speak to the manager. The lady called the manager and they confirmed that the policy was voucher only. I took the voucher then remembered the consumer guide on this website, looked it up on my phone and hey presto - unsatisfactory quality, returned within 28 days, full refund, and a credit card statement was ample proof of purchase.

I queued, and queued, and told the lady that while I didn't want to cause her a headache, I knew I was legally entitled to a refund and no matter how much she might insist, TK Maxx's policy didn't take precedence over the law. She told me to wait next to the till, and called her manager again. I waited, she served another customer, I waited, then after another ten minutes she turned to me and said "the manager's not coming, he's in a meeting". I had to go, took her name, asked for the address or phone number - to which she replied "check the website".

I wrote to HQ explaining I want a refund on my card. They wrote back two days later, this terrible letter full of all sorts of grammatical and factual mistakes, but basically saying go back to the shop and they'll do the refund. I called to say, as diplomatically as I could, that I would never set foot in a TK Maxx shop ever again, that was my first and last mistake in that respect, so she promised a cheque, that will take 8 weeks.

In short, that consumer guide is fantastic, ignore anyone who tries to palm you off with "it's policy", and avoid TK Maxx if at all possible.