“I have a complaint with the Bad Girl watch I bought at vaal mall on the 29th of March 2024. The original color of the watch is already fading.
I then went to truworths in vaalwalk at Vanderbijlpark on the16th of April 2024, the guy who was assisting me there said he can't help me because I did not buy it there (but he was willing to help), I have to go to the shop that I bought the watch from.
Today, 17 April 2024, I went to Vaal mall truworths, where I bought the watch, the lady who assisted me said to me whenever a client buy jewellery at truworths, they tell them that the warranty does not include the fading of the color, the batteries, and the broken belt, which is what I was not told. And besides that, they weren't even going to help me because 14 days has passed. However, the watch was still going to lose it's color. Unless is the expensive ones, around R3000.00 because it's quality. I personally feel like it was rude for her to say "anyway, it was going to lose it's color". I asked her that my R600 is gone just like that, and she confidently said "yes".
I am hoping that my complaint will be fairly attended.”
“Rude staff in Woodlands. It's one thing to refuse assistance due to your outdated exchange policy. To lie and say, that's how other companies work as well. But to send over a security to stand facing me (why because I asked a staffmember to not talk over me & respectfully complained about the inconvenience to all parties involved)...just to 'greet' me, when we all know it was to intimidate me, now that's taking it to the next level...”
“Ordered some items on the 8th of April today it's the 15th i haven't received my order even now....what a bad experience i had with your online purchase and it's not the first time.”
“So I bought what was supposed to be a brown leather jacket...only to discover its pleather leather...how disappointing..the cost was not much different from the real thing...disgusted because it was disguised as a genuine leather article..I have since CLOSED my account”
“Was gifted a pair of pants purchased at Kenilworth Center branch, but the size wasn’t ideal, found a more suitable pair at Canal walk branch (style and price differnece) however the purchaser didn’t have the transaction slip any longer. Was told by the shop assistant at KC that the slip wasn’t not needed in the event of a return/swap etc. however I’ve learnt that it’s policy not to perform any of these regardless. I’d shown the garment which had all its labels still in place, including the inner liner woth the word Truworths inscribed, no chance that I’ve tried to swap a completely different pair of pants bought at a different retailer 😡😡😡
The worst part of my experience was that I was left to sort this out by myself, made numerous calls to the KC branch as the transaction details coukd be verified, even to the point where one CW assistant asked me if I had ensured that the KC branch sent through the Email confirmation LOL how should I know this without access to the stor’s Email system!!!!
It took all of three and half hours to resolve this matter, so not at all in agreement with your return policy, clearly your decision makers have no clue how the other retailers are taking steps to make processes easier rather than more stringent.
Canal Walk staff are in desperate need of mentorship in the customer relationship realm, lacking in every sense😡😡😡😡
Please have you teams put the customer first, see the issue through to fruition, and with the proper care and attentiveness !!!”
“Truworths over all service had deteriorated, the delivery drivers from Courier IT are the worse they never deliver and get messages that no one is home.
The online packing ppl are just as bad they have the never to pack torn items, if it's not torn they send it without removing the beeping tag.
Customer service online is just as bad”
“Ordered a white dress online, the dress was dirty, had to return it to the shop, it was a struggle as they said they don't take dirty clothes cos it's a damage”
“Best advice I can give is to just go to the store/opt for collection. The delivery system doesn't make sense, I ordered 6 items and they're sending them one at a time.”
“I bought a shoe yesterday 26 February 2024 and went back today 27 February 2024 to exchange the size and the Manager refused bad experience Eastgate Mall Truworths no proper customer care”
“They advertise false on their website. I bought "sterling Silver" earrings from them as advertised, after I wore it I have realized that it is definitely NOT sterling silver, as I get an allergic reaction to wearing jewellery other than sterling silver. And unfortunately earrings are some of the items that you can not return. So I am highly dissapointed with Truworths.”
“Crushed expectations after cancelled order!
Ordered a men's fragrance online at a good sale price. Order was just cancelled after a week as they said they no longer had the item. Disgusting customer service support. Will never shop online at Truworth again.”
“Terrible services. The delivery is delayed and no notification hereof. been waiting on my order and nobody ever answers in the online department I've been calling three days straight. Even the online@truworths email departments doesn't respond within 48 hours as they should. I'm never using the online service again.”
“Placed an online order on 14/01/2024. It was a birthday gift for someone and I still haven’t received it 9 days later..
Pathetic customer service. Will definitely not be ordering again.”
“I have settled my account on the 4th of August, yet it hasn't been updated with the credit bureaus. I have been calling and emailing, but no one has been helping me.
Today is the 28th of Dec, and this has been negatively affecting my credit profile and Truworths does no care!”
“I purchased a men's watch, as a gift, from Truworths Clearwater Mall on the 16th December 2023, when the gift recipient reported that the watch was too big, I suggested we return it to the store to have one of the links removed. When I approached the sales lady she reported that they don't do that in store and told me I'd have to go to American Swiss and pay MORE to amend a watch bought at their store. When I asked for a refund they refused, with prior knowledge that I didn't have the original receipt in my possession. I pointed out to the manager, Eunice, that I did have the warranty with me stating the place of purchase and date of purchase clearly thereon. The warranty says there's a "full 1-year warranty" including the "watch in totality, meaning the movement, hands, dial, strap, clasp and glass is all covered under the warranty", but the MANAGER, said it was just the mechanism!!! Either the staff was unwilling to help us (which is indicative of the entire organization's client service) OR the manager and staff are severely undertrained to deal with customers and to make good on their own warranties. EUNICE went on to refuse to give us her surname and stormed off, I did lose my cool, but its insane to return a good to the store you purchased it from and for the staff to refer you to another store when there is a FULL warranty. Needless to say, I'll stop buying Truworths gift cards because we have endless options online. The warranty says they will fix or replace FREE of charge which Truworths Clearwater utterly disregarded. Truworths will need A CUSTOMER SERVICE REVIVAL when we have so many more efficient, friendly and cost-friendly options.”
“poor service ever, i ordered online and received part 1 and 2 of my parcel. i did not receive part 3 but i got a massage stating that my parcel has been delivered. i sent emails also made phone calls with no respond.”
“I placed an order online 25 November, its 11 December and still waiting for my order! This was a birthday gift for someone very special to me. Her birthday was yesterday. I had to buy another gift with cash I didn't have!!!!
My issue was escalated last week. The consultant was going to return my call. I'm still waiting....”
