TJ Maxx - Tjmaxx, terrible customer service, by cashier and manager

TJ Maxx - Nasty managers


It’s hard to sort through the two sides of an argument sometimes. Employees complain of being treated like children and having to deal with rude bosses. Managers claim their employees are the problem and for those of us trying to support one side or the other, it’s hard to acknowledge that it could just as easily be one side or the other in the right – or in the wrong – on a given day.

It stands to reason that managers don’t get their accidentally. You’d have to be a pretty decent employee to be promoted to manager in a clothing store, for example. Bad employees don’t usually stick around for the management level requirements.

On the flipside, however, being a good employee does not always translate to being a good manager. Your may be great at showing up on time and getting your work done, but when your work suddenly involves managing people and dealing with complaints and issues all day you might find yourself out of your element.

Watching Management in Action

While it may be hard to pick a side when your best friend is complaining about her poor treatment at work, you can certainly tell what’s going on when you’re watching employees and managers in action.

You’re shopping in your favorite clothing store. You grab a cute top and take it up the register. Unfortunately, there isn’t a tag on the shirt which means you’ll now need to wait while the associates track down the price.

The cashier you’re working with apologizes multiple times. She’s been pleasant and looks anxious on your behalf. You’re standing there calmly, doing your best to be patient as minutes click by. Finally, the polite cashier asks her manager – who has been standing there the whole time – what she should do.

The manager snaps at both you and the associate that you will just need to wait. She barely looks up, barely helps and insults both of you. You’re mad for yourself and your friendly cashier. In this case, it’s clear that the manager is definitely at fault – the lower level employee was nothing but helpful.

The Manager Saves the Day

In the same store in a different location, it seems just the opposite is happening. You’re trying to return a shirt you bought. It still has the tags on it and you have the receipt, so the return should be simple. But somehow it’s just not.

You bring in the shirt and the cashier rudely tells you that the shirt didn’t come from the store. You point out the tags and receipt, but she tells you that the shirt isn’t showing up in the computer, so you’re wrong.

Frustrated by her attitude and the knowledge that you certainly did buy the shirt from this very store, you ask for a manager. Finally, after talking to the manager, waiting while she looks into a new department the store has opened and giving her time to talk to her employee, you’re able to return the shirt without any additional hassles.

The manager is just as helpful as she can be. She does everything right to help you, the customer, return something using the store’s policies. You thank the manager for coming in to save the day, but you can’t help but express your frustration with the employee – if she hadn’t been rude, the situation would not have soured in the first place!

It goes to show that retail stores, like so many other things, are dependent on the quality of the people they hire, and also the mood of the people on a given day. It seems this store, like so many others, is only as good as the employee you’re working with.