TK Maxx review: Service

Subject: Complaint – Poor handling of customer concern at Wood Green branch
Date: 7 October 2025
Dear Customer Services,
I am writing to raise a formal complaint about my recent experience at your Wood Green branch on 7 October 2025 at approximately 13:45.
I queued to purchase a bag while around 24 people were waiting at the tills. Two customers walked up directly to cashier 12, which had just opened due to the long queue of people, and asked if they could leave items behind the till and pay the following day. The cashier hesitated, then proceeded to serve them and allow them to pay for the items, which felt unfair to those of us who had queued properly.
I attempted to raise this politely with another cashier, by asking to speak with a manager. That cashier went to call the manager, who seemed quite reluctant to engage. I then went over in a calm manner myself to speak with him directly. While in mid-conversation with the manager, who came across as quite dismissive, 2 security staff suddenly appeared. This was intimidating and made me feel as if I had stolen something. The cashier and manager both walked away without resolving the matter, leaving me dismissed and disrespected. I feel as if I was discriminated against, as clearly your staff labelled me before hearing me out.
What I do not understand is why security was called at all. I was not loud, disrespectful, or using offensive language. I was firm and factual, raising a reasonable point. It was your staff who created a scene, not me.
There was no accountability shown — specifically from the manager, who as a leader should set an example. Instead, the manager told the cashier to walk away. May I note, I had not addressed the cashier directly — I spoke with the manager, who still offered no reasoning for the action. He then chose to walk away rudely. Even when his own staff called him back, he ignored them and continued to walk off. It makes me wonder how many other instances of poor service go unnoticed by senior management. Simply offering a £10 gift card to quieten a complaint does not change staff attitudes; it just gets the customer out the door.
One staff member did eventually speak with me, took my details, and advised that she would escalate this matter, but I have not yet received any confirmation or follow-up. I have deliberately left sending this email a few days to allow time for contact, but as I still have not been contacted, it appears someone thought the gift card “worked.” It didn’t. It only shows that my complaint wasn’t taken seriously and that the assumption was I would not follow this up.
This is not the standard of customer service I expect from TK Maxx. I would like a clear response as to whether allowing customers to reserve items behind tills for next-day payment is company policy, and why my complaint was not dealt with respectfully. I also expect an apology and assurance that staff at this branch will be retrained to handle customer concerns appropriately.
In particular, I would like clear responses to the following questions:
Why were customers allowed to skip past a queue of around 30 people and be served at cashier 12?
What actions did I take that justified security being called, when I was calm, polite, and simply raising a complaint?
Why was there no accountability from the manager, who should have set the standard of professionalism and dealt with my concern respectfully?
On what basis was security involved in my situation? Was I racially profiled, given that I was calm, respectful, and raising a valid concern?
What steps does TK Maxx take to ensure customers are not subject to discrimination or racial bias when raising complaints in-store?
I ask you to respond directly to these points, rather than offering a generic apology.
I look forward to your response within 14 days.
Kind regards
Gavin