“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”
“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??? 😔”
“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”
“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.”
“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.”
“I bought this nice brown belt two months ago and it just trike on its own. The belt is lovely and I love it but now it’s useless. Please guys sell better quality, what a waste of my money”
“This is one of the worst online service I have received. Placed my order at Somerset Mall 2 weeks ago,(I live in Gordonz bay)that's 10 mins away. To be told when I was hunting my order down, that Me , the Client is lying...etc etc..(i luckily have saved all evidence of conversations etc)everyday for 2 weeks , I made contact ...to be lied at..by so called professionals. I am still waiting for my order..Still Have not received..but today I am closing my account and they can keep the order. We don't have a Service industry that works correctly. I am appalled by this Service!!!!”
“Truworths' online website is just so ridiculous. Looking up the shoe size guide, gives only clothing sizes??!!
Descriptions of clothing's are very similar.
Please...a company that's been in business so long should seriously invest in a decent online store...check out Superbalist.”
“I am still waiting on anyone from Truworths to contact me regarding my Online order of which an item I did not recieve,,but Truworths failed to refund my account. I was in store Kuils River branch when I opened the packages and they told me they couldn't refund me cos the item wasn't in the package? I waited 7-10 working days and I am still waiting for my refund. I even had to take bank statement to Branch in order proove that I wasnt lying? And still not action? Truworths Customer service is putrid. Order no o320791521 purchase was made 28 July 2025????”
“Being a client for as forever, I was so disappointed, had to wait for ten minutes for a supervisor, One of the items was on sale and markdown and the manager said she can’t give me the item for the price it was shown was a human error, it was just a very bad experience after that the cashier however was amazing”
“Lack of customer service is appalling! Closed my account today along with 2 family members. Not tolerating poor customer service.
Online is the worst i've experienced in SA! Takes long and the store cant even find your order. Then you are not given a bag to carry your shopping after spending more than R3000.00. Decided to return the lot to them and walked out empty handed after 30 minutes of waiting for my order - infuriating!”
“i would not advise anyone to buy from truworths online they deliver time is very bad and they dont keep to the time frame plus the agents and mangers that work for online never seem to help customers at all”
