Reviews show frequent, speedy customer‑service interactions and examples of quick issue resolution, particularly for missing items and refunds. However, recurring negative reports cover cancelled orders, inconsistent in‑store policy enforcement, problems with chatbots or phone agents, and occasional product quality issues such as pilling. Consumers checking reviews for TK Maxx should verify delivery restrictions (for example to Northern Ireland), keep order confirmations and receipts, and consider store collection when possible. If problems persist, escalate via documented contact channels and request case references for follow up.
Examples from available reviews (Apr 2024 – Feb 2026).
Customer service resolved a missing item and issued a refund quickly.
“it take Hamze F less than 5 minutes to solve the issue”
Customer was charged twice and refund process was unsatisfactory.
“Charged twice for the same order”
Jumper pilled after few wears and store refused a refund.
“after only a couple of wears it pilled badly.”
Derby store staff provided professional and helpful customer service.
“Derby team = excellent customer service.”
Many reviewers describe helpful, polite in‑store and online staff who resolve issues, but several cite inconsistent policies and disputed refunds.
Very few reviewers comment on value; one raised concerns about declining quality and items not being discounted as expected.
Some customers report quick, simple chat and delivery experiences; others report cancelled orders, delivery restrictions and unhelpful bots.
A small number of reviews mention product faults such as pilling and express dissatisfaction with returns outcomes for those items.
Many praise fast responses via chat and email, while others report useless chatbots, hostile phone agents or unclear advice from staff.
Overall sentiment is mixed: frequent positive service interactions coexist with recurring issues like cancellations, policy inconsistencies and product complaints.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (19) · Quotes shortened · As of: February 2026
Service resolved a mistaken delivery record promptly and effectively.
“they sorted problem straight away”
Reviewer believes prices are inflated and value has declined.
“They inflate the RRP a lot these days.”
Staff were very helpful and friendly.
“So helpful So friendly”
Daniel efficiently resolved the issue enabling store collection.
“sorted my problem out in a very efficient manner.”
Customer alleges items were overcharged and price discounts are misleading.
“This is a deliberate changing of the price in the tills”
Local manager helped resolve the problem and customer appreciated it.
“The manager of my local tk max store in Gloucester was nice and help me with my problem”
Store gave inconsistent returns information and the customer lost trust.
“They invent rules, break promises, and send you in circles.”
Assistant was rude about opened cosmetics, causing the customer to leave disappointed.
“I have to throw it out now if you're not buying it”
Parcel wasn't delivered as claimed; customer later received delivery fee refund.
“my parcel did not arrive as promised.”
An agent resolved the query promptly after initial bot contact.
“sorted it out straight away”
Customer Care advised a courier portal redirection and was helpful.
“Mansi from customer care, who was very helpful”
Customer service explained the split order and provided a reference number.
“the order was in two parcels.”
Xhuljana and Dani provided excellent, polite customer service in store.
“excellent customer service very nice and polite mamagers.”
Customer's order was late and their email address was blocked after giving feedback.
“the order I placed with you did not arrive on time and they blocked my email address”
Customer service was good but the chatbot asked unnecessary information.
“your bot is rubbish.”
Customer received a soiled hoodie and was refused a refund despite evidence.
“I purchased a hoodie, only to find a tissue in the pocket and a minor stain”
Customer had a fantastic experience with Colchester store and customer service.
“Fantastic experience with customer service and in store at Colchester.”
Helpful staff member Louise assisted and the customer bought quality, affordable goods.
“A friendly lady, your lucky to have her name Louise”
Customer services arranged a prompt partial refund for a damaged lamp base.
“They arranged a prompt partial refund for the damage.”
Customer's complaint remained unanswered and they experienced rude treatment.
“Still no reply regarding my on-going complaint.”
Customer objects to paying a collection fee for in-store pickup.
“I will collect them so why I suppose to pay for collection??????????”
Manager spoke disrespectfully to the reviewer's sister, causing distress.
“she did not explain why she couldn’t return the item”
Customer alleges aggressive, threatening behaviour from store security and managers.
“exhibiting aggressive behavior and yelling while the customer was peacefully shopping.”
Flo at Leamington Spa helped the customer find a perfect gift.
“helped me to find the perfect gift for my birthday.”
Customer could not amend a wrong delivery address before dispatch.
“I checked in my account how was the process and I saw that the address was wrong.”
Staff member Uawahiv was friendly and went out of their way to help.
“staff are friendly and very helpful the young lady named Uawahiv went out of her way to help us”
High-value item arrived empty and customer service refused a refund.
“the pack was delivered empty”
Excellent customer service was provided for an online purchase.
“Excellent customer service was provided for an online purchase.”
Very quick resolution was provided and appreciated.
“Very quick resolution.”
Chat function made the refund process quick and easy to follow.
“Quick and easy, very simple to follow the steps through the chat function”
Customer was charged twice and refund process was unsatisfactory.
“Charged twice for the same order”
Derby store staff provided professional and helpful customer service.
“Derby team = excellent customer service.”
Responses from customer service were fast.
“Fast responses”
Delivery was fast and the item was well packaged.
“Fast delivery. Packaged great.”
Order cancelled due to delivery restrictions and unclear stock information.
“my order was cancelled because they said they couldn’t deliver to my home in Northern Ireland”
Reviewer finds fewer genuine quality items and poorer in-house products.
“there are very few genuine quality items anymore.”
Jumper pilled after few wears and store refused a refund.
“after only a couple of wears it pilled badly.”
Aleksandra provided professional and friendly in-store assistance.
“You are a credit to TKMaxx and its customers!”
Customer was refused entry with a puppy despite expecting dogs to be allowed.
“On entering I was refused entry as told only guide dogs allowed.”
Prompt reply was given about an order delivered to store for collection.
“Prompt reply to my query regarding an order I was having delivered to store for collection !”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
TK Maxx is a UK off‑price retailer owned by the TJX Companies, operating nationwide stores and an online shop. It sells branded clothing, homeware and accessories at discounted prices and provides multiple customer channels including in‑store staff, telephone support and online chat. Typical consumer considerations include delivery options, returns and exchange policies, and occasional branded or private‑label product ranges.