“I contacted Truworths Online to follow up on my delivery. Unfortunately, the customer service experience was very disappointing. The agent did not demonstrate basic phone etiquette and failed to record my tracking number, requiring me to repeat it several times. I was informed that my order was collected on the 17th and is still with the courier.
I acknowledged the stated 5–7 working day delivery timeframe and simply mentioned that other retailers such as Foschini often deliver sooner. The agent responded dismissively, stating that this is not Foschini and that they are within their service agreement. When I asked if that was an appropriate way to speak to a customer and requested his name, the call was abruptly disconnected.
I called back to escalate the matter and asked to speak to a manager. Instead of transferring me, the second agent asked how he could assist, despite my request already being clear.
Listening and professionalism are fundamental customer service skills. I strongly recommend that staff receive additional training on communication, escalation handling, and professional conduct. Please also remember that customers are essential to the success of your business.”
“The service I received is very bad
So a friend of mine stays at Cape Town
So she decided to send me an online order
To collect at at Jubille mall with the reference number and stuff
Wen I got the they say I must have a referral letter
What I don’t understand that is that they ddnt even start that in the term n conditions”
“The online service is bad, the items you see online they are not available and have to be sourced. 5 to 7 days is not met, 1 order comes i different days, items online always no sizes. Its not like other shops where they have warehouse and stock ready for shipping”
“Office London Claremont staff members Nosi and Ayaboiye are excellent at there jobs always helpful I came with a problem they did not hesitate to help even though it was not there problem to correct they did it with a smile well done that’s why they are my store to shop at always.”
“Parow store the manager not friendly and helpful very disappointing .I think the must get training on how to handle customer .did not even say sorry .very sad.”
“I'm extremely disappointed with how Identity handles customer queries. I fully paid my balance in October, but my account wasn't updated. Despite sending emails, I only get automated responses, and it's concerning how many clients might be unfairly blacklisted due to this.”
“I ordered size 9 men shoes but they delivered different sizes 12 and 8 imagine. I don't give truworths any star. When it comes to raid they can call you every hour even when you're short with R50 you can't rest.”
“They don't even deserve the one star I gave them.... they're online shopping is just the worst platform ever. Ordered on the 28th Dec 2025 to date I have nor received my order worst these no communication, assistant nor can one even track the order.”
“Online order came now I need to change sizes as the cuts are always not correct even though it’s same brand earth addict in my case now the online price has gone higher I’ve notice this regular pattern with them they keep increasing the online prices and scamming customers I can’t change instore cos stores don’t have sizes so I must return instore get the lower amount refunded yet I paid courier then pay higher and courier again to rebuy the right size of same item that’s day light robbery”
“I have tried with no success to order online.
I keep getting a message I can purchase R5800
But my online order is declined without a valid reason??? 😔”
“It is always a pleasure for me yo shop at Truworths in Dihlabeng mall Bethlehem especially with the presence of Seipati who is always welcoming and makes sure you leave certisfied with your merchandise .
A very happy individual by nature she is such s blessing to your store and thats what we need as shoppers and she makes it easy for me personally whenever i do my shopping there and if i was her manager she deserves a manageral position .”
“The online platform sucks and very frustrating it has be 2 weeks now waiting for my order. They can do better it’s giving low quality incompetent service provider”
“TRUWORTHS SANDTON CITY is the best store ever, what an amazing staff. I've enjoyed my shopping, I felt like a king as a customer. The atmosphere inside the shop was a Christmas vibe of buying gifts for your loved one. Every department had a sales assistant. The cosmetics department's fine fragrances were amazing. What about the lady named Tracy Rantai who assisted me with my shopping experience? It was easy to buy underwear; Tracy also helped me with my shoe selection. Last but not least, the point of sale sales assistant made my payment transaction amazing due to their assistance. Thank you, TRUWORTHS SANDTON, for your wonderful customer service.”
“Worst to store shop ever @ mall of Africa. How can you operate with two till points on a festive season while you see that there's more than 50+ customers in store. Poor management planning.”
“Today I came to Truworths looking for a phone at the jewellery counter and then I saw a watch, a smart watch then Sheila and Daniel helped me with setting my watch. I left as a happy customer I'm definitely going back to shop at Truworths Highveld Mall 293.”
“Truworths Campus square’s customer service is consistently excellent. The staff is very attentive and knowledgeable with brands and sizing in store. I’m always assisted when I go there for either payment or purchases in store. The ladies are very friendly, which is a rare thing to experience in stores. I am very happy with Truworths service.”
“Constantly harassed almost 10 times per day by accounts asking when I'm going to pay my account. After explaining each time that I will pay my account as I always do at the end of the month they continues to phone abd ask me the same question again and again. Im disgusted with the harassment and can't wait to close my account ar the end of the month. Totally disgusting. If these calls continue I will be making a case with the police for harassment”
“The online buying services sucks big time, it has now bewn 8 days with no real track time. I have tried to use the whatsapp communication to track & even chat to a consultant which has proven to be equally useless as they alap couldn't track my order & when they did they said my order would be delivered Thursday 22/10/2025 and today it's the 23rd and i went to collect only to find out the order isn't there and the store also cannot find/track my order. Totally unacceptable service and NEVER again will I buy anything online and will not advice anyone to do so.”
