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truworths

South Africa

Consumer complaints and reviews about truworths

DimaMaloka Send email
 
Aug 22, 2016

Not Happy with Truworths

My installment on truworths is R840 but only paid R700, I received a call from then & I spoke some lady about arrangements on how I could pay since I could only afford R700 every month. I couldn't believe how I was shouted at as If I was her daughter. Once I'm done with my installments I'm closing my account & would not want anything to do with Truworths.
Posh2901 Send email
 
Aug 15, 2016

Bad service

I'm very appalled by the level of service received from the Truworths in Polokwane on the corner of Landros Mare. I bought a cellphone on 12-08-2016 for my daughter. In ten minutes of purchasing the mobile my daughter rang me and it turned out that the mobile I had bought was not the right one. I returned to truworths and communicated that I had purchased the wrong phone. The response I got from the staff members was repulsive. The attitude given was extremely disrepectful. I then contacted the truworths contact centre where I was assisted by a lady by the name of Lindiwe. She communicated that a mobile could be returned at the store after 7 days of purchase. I returned to the truworths store where I dealt with a lady by the name of Jane. Jane has to be the utmost disrespectful shop assistant I have ever dealt with. She told me to return the "damn phone " to a store where it would be exchanged because truworths does not do any exchanges nor does it take phones back after purchase. I'm extremely disappointed in how this matter has been addressed. I would like this matter to be addressed urgently as my daughter needs a new phone and as a parent I need to communicate with my daughter at all times
Zanelen Send email
 
Aug 2, 2016

MBD harasment

Good day

My name is Zanele Nyembe I have an account with Truworths, acc no 101 011 01 6620 11
Due to the fact that I was unemployed I fell behind with my payments which lead my account falling into arrears.
My account was then handed over to the MBD credit solutions by Truworths for colletions, i had no problem with that.
fortunate enough i got a job and started on the 1st of June 2016, which i explained to Truworths and MBD that i will make my payment month end June 2016 when I get recieve my 1st salary, and that I couldn't afford the full balance but i can pay a R1000 a month till i settle my account. I then made an arrangement with MBD to debit the 1st payment of R1000 on the 27th June 2016 which was done and I was happy. I was then called again by a lady from MBD mid July I again arranged with her to debit my account for 2 month being 27 July and 27 August 2016 for the amount of R1000 still because that's all i can afford, but that was not done. I was then called by another consultant from MBD towards end of July 2016, when i told her i had already arranged with somebody for a debit order she told me that was not done, i then arranged with her. This time we had arranged for 3 months, which is July, August and September but that wasn't done either. my account wasn't debited and i had arranged for a debit order. the next thing I receive threatening SMSs from MBD and Truworths, can something be done because this is unacceptable. I have transferred R700 to my Truworths
account today the 2nd of August 2016.
May I please have a competent consultant to call me so I can arrange further payments.
This whole thing is causing me unnecessary interest charges as i have arranged.

Thank you
Sonjahenning Send email
 
Aug 2, 2016

Melton Jacket

Good Day

After nearly waiting 2 weeks for a Jacket that I bought Fashion request 11042044 I packet my jacked for a function in Cape Town. When putting the jacket on 2 buttons just broke off. It is like cheap buttons that is unacceptable for the price that I paid for the jacket.R1200.00 Can you please give me a solution on what to do as I really like the Jacket but I had to wear a scarf to cover the broken buttons. Can you replace it or must I put on better and stronger metal buttons. Will you be able to give me credit on my account. Please let my know as soon as possible. This is the first time that I had any problems with Truworths clothing and I hope that we can sort this matter out ASAP Kind Regards Sonja Henning, Cell: 0795478833
Knott-Craig Send email
 
Jul 4, 2016

No Service

I am so fed up with Truworths Somerset Mall and Truworths Head Office’s service or rather let me call it the NO service. I returned a clothing item that was torn (factory fault I discovered the first time I wore it) and as they had no such item in the store. The employee assisting me promised me that she will be able to order it from another store at a cost of R40 and it will be delivered within 7 working days. I asked her a few times if she is sure I will get the item, otherwise I will take it in to get fixed. She promised and said they will call me when it arrives. That was the 20th of May. I called a few times and every time it is the same story – delivery problems, or not sure what is going on. Called probably 5 times and every time they say they will call me back. Well I am still waiting for that phone call. When I received my statement I saw that I purchased something at Malmesbury. To be honest I have never been there in my life, so I contacted Head Office to enquiry. They informed me it was the item that was ordered from that store (that happened on the 18th of May). Head Office said they will make an enquiry and get back to me. They didn’t, so I called them again. Once again they said they will get back to me within 24 hours. No surprise – that didn’t happen. So I called 3 times and I have given up. There is a charge of R520 (for the jersey which I never received) and R40 (delivery fee) still on my account, for items and services I did not receive. When are they going to correct this error on their side or just call me back??
Pathetic. I have been a loyal Truworths supporter all my life, but after this service I doubt I will never buy anything there again. They just don’t care about their clients. I just don’t know what to do anymore. Calling doesn’t help. Head Office is of no assistant and does not care.
ashwinorie Send email
 
Jun 9, 2016

Fashion Delivery

Fashion Delivery terrible service

I have placed an order at the Truworths in pavilion for a shirt to be delivered to my house, its been more than two weeks and i still have not received the item yet i have been charged. The last time i had ordered a sandals it took them three weeks to deliver and they delivered a shoes instead of the sandals. This is terrible service, i have called in several times to head office only to be placed on hold and transferred from one person to another. How does it take almost two weeks just to receive the item??????
madeine Send email
 
Apr 14, 2016

not qaulity

Style no: L100124 was purchased on 29/09/2015. Was worn for the 3rd time on 10/04:2016. When gotten home,realise the flower patern(leather) is torn. I know the policy states 30days but I would like a refund or return to be done..as I am very unhappy with the qaulity of product. I would just like a positive outcome in satisfying my unhappiness as a client.

Please contact me on 0849291237

Regards,Madeleine Kennedy
lvlevern Send email
 
Apr 11, 2016

victimized

Went to the store at the V&A waterfront in cape town. When walking in the security immediately followed me and my husband like we were the only people in the store. Never felt so victimized in my life. We were actually there to purchase goods. I did verbalise to the staff that his making us feel very uncomfortable. We were not the only people in the store. Does not mean I'm colored I'm a thief. Me and husband are honest people with a honest living.
mjacob Send email
 
Mar 30, 2016

Account fraud

My truworths account was not used by me for a very long time, the last time I used it was to pay my account which left my account at zero, this was earlier last year and my limit was R2750 on the account and I did not authorize an increase in limit and neither did I request it, last month truworths and their collection agency contacts me to say that i owe them R8000. I informed truworths and sent an affidavit to them and was told they will look into it and in the meanwhile my credit score is terrible. My contact details have not changed for me yet unauthorized changes were done on the account. These purchases were fraudulent and truworths acts as if it was my fault that their internal controls are weak and account changes and purchases can occur without the account holders permission.
megan.coetzee88 Send email
 
Mar 10, 2016

29 Phonecalls in one day!!!!!!!

Seriously!!! We are not the only people currently struggling in SA and like many, yes some accounts are in arrears BUT we try and we make arrangements to do payments, which we always keep. All the other companies are friendly and understanding and accept promises to pay smaller amounts on our instalments. AT LEAST we are putting in some effort and paying something.
But Truworths, this is now RIDICILOUS!!!!! Today alone, 29 phone calls. YES 29 phone calls in one day. Every time you have to confirm all your details, explain why you cannot pay your full instalment and and and...... Truworths management, here's a tip, use the money you’re wasting on your telephone bill and develop software to record these details the first time. WHY do I have to explain my financial situation to a call centre consultant, are they trained professionals???? IF I need debt counselling, I will definitely get help. I honestly do not need lectures from illiterate rude call centre agents. I made an arrangement for a third payment this month, on Monday already, today is Thursday but they do not stop phoning, why??? I tried to explain that if these calls doesn't stop, I will most probably also be unemployed soon, what then. NO ARRANGEMENTS AND NO PAYMENTS!!!!!!!!!!. I need help, please. Can someone please advise on what I can do to make these calls stop before I lose my work because of all these private calls every single day.
mmathabo Send email
 
Mar 8, 2016

insurance

I am out of breath as I submit this complain to you with the hope that it will be followed up. I took out insurance when I opened my account in 1996, in /Hyde park Johannesburg. it has been a wonderful journey ever since until last year 2015 when I was retrenched, I submitted my retrenchment letter and followed up with all documents requested but to this day nothing has been done. I have been paying my account and insurance all this years and this is the treatment that I receive? what has happened to my insurance contributed throughout the years, this is daylight robbery at its best.

I have struggled to get hold of the insurance people as I never had their contact details, luckily I went online and contacted head office, and they gave me their number in Johannesburg, as im writing this email im still waiting for a response from them.

please assist
Gladys
078 456 0819
Frikkie Send email
 
Jan 27, 2016

Voucher

Vir wie dit mag aangaan

Ek het vir my vrou ‘n R500 voucher gekoop maar toe sy dit wou gebruik het die voucher blykbaar verval. Ek het self die winkel besoek om uit te vind oor die saak waarop hulle my ook ingelig het dat die voucher verval het.
Die winkel assistent kon nie vir my enige datums gee van wanneer dit verval het nie en sê toe dat dit die voucher-kaart is wat verval het. Daarvolgens het ek gevra dat hulle die R500 dan op my rekening laai aangesien dit nie kan verval nie maar die winkel assistent het het met my meegedeel dat dit nie moontlik is nie.
Ek is uiters ontevrede hiermee en het besluit om my rekening te sluit. Dis ontstellend om te dink hoeveel geld Truworths onregmatig by mense vat.
Leandi Send email
 
Jan 19, 2016

Appalling customer service

I made a customer request on a shoe on the free option which takes between 3 to 4 weeks according to them. I actually did 2 customer requests on shoes. The first one I still have not received almost 4 weeks later, the 2nd pair I received after a week which was also taken on the free option. I phoned today to enquire on my request. The lad had long explanations and only after I told her to phone head office and find out she did. She came back to me only to tell me they did not charge it on my account yet so I must wait another 3weeks( they neglected to charge it on my account but I must bare the brunt). Pathetic service, instead of trying to rectify your mistake and try and keep your customer happy, they tell me I must wait another 3 weeks.I have had previous experiences with them and have to say their customer service has worsened horribly.
leahwenn Send email
 
Jan 18, 2016

quality of products is bad!

Im highly upset with the service i got from Truworths,I bought a pair of shoes for my daughter on the 24/12/2015,She had it on for not even 15 minutes on the 25/12/2015 and the shoes was wear and tear.I then took it back to the store on the 26/12/2015 and the lady told me at promenade store her employee number is 2007800 that they need to send the shoes away to head office and she gave a slip that said i will have feed back by the 31/12/2015. It got to the 11th January 2016 and i still got no feed back i went back to store on the 11th and the manager said they still waiting on feed back from the head office as i explained to MANAGER that im disgusted in the service of Truworths and i either want my MONEY BACK OR THEY NEED TO EXCHANGE IT,she also refused to help me because she need to wait on head office for feed back.Two days later i received a call from a Meagan saying that the shoes was returned to store and that the product is not a Manufacturing problem,I REFUSE TO GET THAT SHOES FROM THE STORE I WANT MY MONEY BACK,ACCORDING TO POLICY IF A CUSTOMER IS NOT HAPPY YOU MAY RETURN THE PRODUCT WITH A SLIP.HOPE TO GET THIS RESOLVED ASAP. Rowdene 0844453411
Abigail24 Send email
 
Dec 13, 2015

Opening new account

So all we want to do is open a truworths account. We do the sms thing and get a reply to call 0214602220 as they need more info. We called, waited as there were 'high call volumes'. Call eventually answered an not even 2 mins into the call got disconnected. Things happen so with no frustration we call back. 2nd time after holding 4 mins we could hear someone answer an immediately got put on hold... we waited and waited an again heared noices like someone took us off hold then call droped. Now upset we call back to complain to whoever answers (who we know is not fair to get the tongue lashing) and guess what after waiting another 6-7 mins phone rings like it would when an agent is about to answer an it goes back to more music. We wait 3 mins then decided to disconnect cause by then our airtime was about to run out.
I work in a call centre and yes as much as the company is very passionate about customer service they have staff deciding if they feel like living the values. These complaints are left as companies need to stress to staff that they are the face of the company. Having a lady say 'your call is important to us' and 'we experiencing high call volumes but plz wait to keep your place' is a bad reflection to truworths or any company if the above situation happens! My husband is only still wanting to open an account as he loves truworths clothes but for service, waste of money an time puts the doubt in ones mind. I hope this is addressed with urgency. To have people experience bad service before actually opening an account is no way to be the top in your industry
Noel Harris Send email
 
Dec 10, 2015

Sending SMS's

Truworths continue to send me advertising to my cellphone.
syesye51775 Send email
 
Dec 2, 2015

credit

Hi my name is simon mahlangu.
Ihave only one complain.since I open an account I only got free voucher of 500.and after that ionly paying money but idont get credit,it like I'm saving money to you guys.paying whithout get credit is unfair.and iwas thinking to close this account this end off december.please check that account of mine and make difference or imust close it once for all.my I'd number 9009056247085


bernadette Send email
 
Oct 30, 2015

unhappy customer

I dispute my account. I buy for 12 months which I am paying the interest and not benefitting. I bought something resend it will be paid before the 12 months n paying the interest. Why your offer the 12month plan. Phoned your accounts department n was told my instalement will stay r1100.00 until my bal of r5900.00. I feel my payment should be recalculate. The call centre not helpful The consultants are not consisted. Want my account 2 be sorted out. Don't offer the 12month if they not getting. Rather close this account. My account up 2 date. It's very frastrating when giving incorrect information. I called last month n was told by one of your consultant the instalement will change.
Lesego Send email
 
Oct 30, 2015

Refund

I’m now fed up of Truworths customer service.....it’s beyond nonsense.

I’ve been calling over and over trying to get my refund and its seems impossible to get my money back, i returned an item on the 09/10/2015- at store number 135, to employee number 2015889.Transaction no 104 7003.

On the day of the refund the cashier told me that she didn’t have money on the till and i said its ok,she can put money on the card i purchased with "a Cheque Card” but somehow I’m not getting my money back

They said they will put money in my account so i want it in my account. I laid a complaint with their customer service because this is crap customer service and I’m still not winning with them. This is my Complaint number 24893 to Truworths CUSTOMER SERVICE AGENT LINDISWA BATULA. Truworths want their items to be returned within 14 DAYS OF PURCHASE AND I HAVE TO WAIT MORE THAN 14 DAYS TO GET MY REFUND.

I've called their call centre tel: 021 460 2300 many many times even emailed [email protected], wrote on their facebook page and their twitter but I’m not getting any help, the call centre agents said they are not outbound, they can’t call me for any feedback, so they requested the Clearwater store manager "Dudu" to contact me and she said she did and she is lying, she then tells me that she was busy, she was the only store manager on duty and instead of helping me she puts the phone down to be picked up by a junior staff who was helpless to help me and when i call again to ask for Dudu "Clearwater store manager" she says i need to fax/email them my bank statement to prove that i wasn’t refunded. So my argument with her don’t they have records or systems to use to track their refunds? Why should my bank statement be used as a point of reference? no,i refuse to give them my bank statement and she "store manager " tells me that ohh well..If i don’t send them my bank statement they won’t refund me, because this is the only way to get refund, i asked them how do they audit their books? To see money received and refunded, she says they don’t have books, they never have audits, Wow!! I’m shocked

I asked her to show me that my refund was done and she says she cant, I must send my bank statement to her and I tell her that I don’t have any record of truworths on my bank statement and she says I need to show her,no this doesn’t sound right, I’m not sharing my bank statement to a retail store, they must find a way to track their transactions
Tania Send email
 
Oct 27, 2015

refusal to exchange an item

My husband was given a DANIEL HECHTER denim as a gift but the size is wrong (one size too big). I went to Gateway to ask if I can exchange for a size smaller and was refused by the manager as I do not have the receipt (...obviously, it was a gift). It is just as was bought and the cashier even commented that it did not look "used" or "washed" and she can clearly see it is brand new and in pristine condition. I dont want a refund, I just want to exchange it...whats the problem?? I have an account at Truworths as well but I am seriously considering closing my account if this is how I am treated as a loyal customer. I would appreciate it if this matter can be sorted out and my husband can make use of the gift he was given.
Tania Send email
 
Oct 27, 2015

refussal to exchange an item

My husband was given a DANIEL HECHTER denim as a gift but the size is wrong (one size too big). I went to Gateway to ask if I can exchange for a size smaller and was refused by the manager as I do not have the receipt (...obviously, it was a gift). It is just as was bought and the cashier even commented that it did not look "used" or "washed" and she can clearly see it is brand new and in pristine condition. I dont want a refund, I just want to exchange it...whats the problem?? I have an account at Truworths as well but I am seriously considering closing my account if this is how I am treated as a loyal customer. I would appreciate it if this matter can be sorted out and my husband can make use of the gift he was given.
langa86 Send email
 
Oct 13, 2015

fraudulent account

I langelihle Masondo have acquired a fraudulent account with truworths and have since logged a complaint with the company with little or no help. I'm in the process of starting my business career n can't obtain a business account due to this fraudulent account what the company is failing to do is to give me proof that I've logged a complaint which will in turn help obtain said business account I understand they have to investigate further but what should I do in the meantime my livelihood is at risk as well as my career all I need is a letter stating they are currently investigating and that I have logged a complaint please assist as soon as possible

L Masondo
[email protected] Com
0843443303
Philly Send email
 
Oct 7, 2015

Paid up Letter

Good day My name is Kelebogile, my account was taken to the lawyers and on June I was given the settlement by them and paid it up, I am still struggling to get a paid up letter and I am been taken to pillar to post and this is affecting my credit score as it still shows that the account is still active.0844964416
Wikus Send email
 
Sep 29, 2015

false advertising

false advertising
An item was marked at a certain price on the shelf "floor" and when i proceeded to buy the item i was told that the price was incorrect and would not be able to purchase the item at set price.As far as i understood the customer equity act,an item marked at a certain price MUST be sold at that price ,irrelevant of what the price difference was.Especially since the mistake was staff generated. I proceeded to phone customer care where they assured me i was in the RIGHT only to be later the week phoned by a manager refusing to release it to me.I phoned a second time where once again i was assured i was fully within my rights as a customer ,only to be phoned again by the same manager stating that head office can not make her release the watch to me but instead she offered a rude ,patronizing comment off "i cant give you the watch but i can say thank you for noticing my mistake and pointing it out". This is ridiculous,not only have i still not received the item but i keep getting approved by "head office" just to be declined by this manager.
Wikus Send email
 
Sep 29, 2015

false advertising

An item was marked at a certain price on the shelf "floor" and when i proceeded to buy the item i was told that the price was incorrect and would not be able to purchase the item at set price.As far as i understood the customer equity act,an item marked at a certain price MUST be sold at that price ,irrelevant of what the price difference was.Especially since the mistake was staff generated. I proceeded to phone customer care where they assured me i was in the RIGHT only to be later the week phoned by a manager refusing to release it to me.I phoned a second time where once again i was assured i was fully within my rights as a customer ,only to be phoned again by the same manager stating that head office can not make her release the watch to me but instead she offered a rude ,patronizing comment off "i cant give you the watch but i can say thank you for noticing my mistake and pointing it out". This is ridiculous,not only have i still not received the item but i keep getting approved by "head office" just to be declined by this manager.

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