“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.”
“I visited Truworths in Forest hill today, I needed help about something Tsholo was so professional about it he helped me so fast. He was so nice , he knows what humanity is. He is indeed the best.”
“I am very happy with the way my problem was solved I've ordered items online I have had a bit of difficulty but I must say after I emailed my complain the staff was fast on it and made me feel appreciated thank you very much for your fast responses and your apologies and a very great thanks to sibusiso and all customer service agents well done outstanding service and yo the courier siphiwe your a super star you deserve a raise thank you to all very happy
customer ieptieshaam moses”
“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.”
“So i was at Truworths eastrand mall and the service there was great but there was a lady who works there her name is Jessica she for me gave splendid customer service she made sure i left the store feeling good about my self and the deeper is that it was genuine kindness.. Thank you sisi”
“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 was in EarthAddict that is in Highveld Mall in Witbank and I had the great service ever. I stay in Kwagga and I would go shop in that store any day. I was helped by the store manager Lerato and she helped me with kindness and care. I am a happy customer.”
“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.”
“I was struggling to order for my daughter online, I was sent to EarthAddict to get assistance and Lerato the Store Manager helped me to order and get the clothes delivered to Pinecrest were my daughter is. I am very happy for the assistance she gave me with a smile.”
