Bargains VS Customer service (TK Maxx)

Member Name: josollsam

Product:	TK Maxx
Date:	12/08/02 (325 review reads)
Rating:

Advantages: Bargains, bargains, bargains

Disadvantages: Indifference to customers

TK Maxx in the UK belong to an American company called TJX companies inc. which now have more than 2000 outlets internationally.

TK Maxx offers a ‘no frills’ retail concept. They keep their prices low by not having any fancy extras, their packaging is very basic, they have a no frills policy and all their stores are very efficient but very basic in their interior design. The savings they make by doing this are passed on to us, the customer, which means that the stock, made up of famous labels and brands are provided at well below regular retailers prices, as much as 20 to 60% less.

Each store stocks around 50,000 items comprising clothing for men, women, children and babies, accessories such as bags, belts and hats, they have a shoe department, home ware and giftware, children’s toys and in some stores, jewellery.

The items on sale are new, past seasonal, and, sometimes, are seconds. If they are seconds, the item will have a label saying so on it.

TK Maxx receive 1000 new items per store per week, so it is well worth the time and trouble to go and browse on a regular basis.

I personally like to shop for home ware and giftware at TK Maxx. I don’t really have the patience to hunt through the rails upon rails of clothing, whereas the home ware is far easier to sift through and find a bargain.

Saying that, their sports clothing section is not as all over the place as the rest of the fashion rails and I do take the time to search for decent sports labelled t-shirts and tracksuit bottoms etc. I have been severely chuffed with some of the sports wear bargains I have found.

So, although full of bargains, something for everyone and the regular influx of new stock, there are things about TK Maxx that will put off shopper.

The customer service that the staff give to customers leaves a lot to be desired. The staff seem unable to smile, make any eye contact or reply civilly or at all
to questions put to them. They often appear very harassed; there are not enough staff on the floor (which helps keep the prices down; no extra wages to pay).

I believe that not having enough staff is a false economy for TK Maxx. Not having staff that are friendly or helpful gives the customer a negative experience and no matter how much of a bargain you find, would you go back? Some probably do, but a lot more would return if they knew their customer was appreciated!

The till area is another area that causes frustration and give a negative shopping experience. Having to queue at one till behind sometimes up to 10 customers in front of you and no further tills, which are evident but unmanned, to be opened is not my idea of fun at all.
The staff member at the till, once you finally get to them is so harassed and stressed that you are not going to get friendly conversation or even a neutral greeting.

So, in conclusion, I like the idea of TK Maxx but I don’t have the patience for the hunt, and I like to at least be treated as though my custom is valued.

If I need a new pair of tracksuit bottoms or if I want a new vase for my front room, I will brace myself, grin and bear the appalling customer services and go there.

If I want to shop for clothing, I will pay the extra and go somewhere where I can see the clothes, know that I will find what I want in the right section and in the right sizing area and where I know that I will get a smile, if somewhat watery, which is better than surely indifference.

Others are well and truly happy with the excellent bargains they find and are willing to forgive TK Maxx for the lack of customer relations.

TK Maxx, think of all the people who would return again and again to your shops if the cheaper aspects of customer services were available: smiles, greetings and friendly staff/customer interaction.

Summary: