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truworths

South Africa

Consumer complaints and reviews about truworths

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.
Constance Pienaar Send email
 
Aug 19, 2015

SMS ABUSE - INCORRECT INFO

I have been a Truworths Account holder for over 30 years! I am sick and tired of the SMS's I have been receiving for the past week now informing me that my account is in arrears and that I need to pay R310 when in fact I have paid the last the 28th of July - we are now only sitting at 18 August and I have accidently shortpaid them R30!!!!!!!! Now they claim I must pay R310 IMMEDIATELY. Is this the way Truworth's treat loyal customers of 3 x decades????!!!! This is PATHETIC, UNCALLED FOR AND AGGREVATING to the 10TH degree!!! I WILL not make another payment before the end of this month before the payment is due and I will NOT TOLERATE THIS SMS ABUSE that is on-going on a daily basis!!!
melvina Send email
 
Jul 25, 2015

order of item and incorrect info given by all

Hi.my name is melvina. I have a truworths account. My son saw an adidas takkie (R750) in truworths. I then went to the Pinetown store on 17.07.15 and asked then to check whish store has size 8. They advised bridge city has a size 8.it will take 3-4 weeks to come. However I don't have enough credit to order the shoe. They said I can buy for R507 but the shoe costs more so they can't order it. I said to the cashier by the time the shoe comes I will pay the diference of R250 in my acc in order to buy the shoe. She told me point blank it can't be done. I felt lyk they were underestimating my ability to buy. The manager then advised me to go on the internet and send them an email and I will only be able to order it that wat. He also gave me the style no n type no. I foned another store and got a list of about 10 stores that have the size 8. I sent them about 2 emails on the internet and 2 emails from my email address and receive no response. I foned them on 21.07.15 and spoke to shannon at head office explaining everything and also gave her the stores that have the shoe to make their work easier. She told me that they will order the shoe n I told her the diference of R250 will be paid before the shoe comes. She even asked me where to deliver and I said Pinetown Truworths. On 25.07.15 I received 2 calls from Bank City Truworths second 1 being from Eva who now tells me my credit limit it only R292 and I need to pay R500 if I want the shoe as they cannot order it due to my credit limit. I now had to explain all over again the entire story and I was not impressed. She kept saying that every1 is giving me incorrect info, incl Shannon from head office and that I was told I have R507 credit because it was for that day only. I know that's not true cos I was given that credit limit on several occasions by diferent truworths cashiers. Even the till slip says I may still buy for R507. This is not the first time I have been misled. Previously when I opnened my acc. The cashier told me I will get my vouchers in the mail with my card. When I wanted to redeem them I was told they suppose to issue them in the store. To date I have also not received my truworths card despite several complaints to them. I am very dissapointed in the service I am receiving from truworths and their staff. All I want is for them to order that size 8 that my son wants and by the time it gets to Pinetown the balance will be paid.I also want that same credit limit of R507 that was given to me as I was not told that its only for that dat.by the way my calls at work are recorded so I will have the conversation tha shannon from head office and I had.
Mashadi Send email
 
Jul 24, 2015

Poor service

I would just like to express my utter, utter disappointment towards Truworths, [email protected] Carnival. I arrived at the store with my mom at around 18:45 pm, 23/07/2015. When we got there, the trellidor was half way closed and when we asked the security why was the door closed at that time he said it was because the store has closed for the day and when asked what time does the store closes, he just mumbled his words and we just entered the store. After finding the dress and blazer I was looking for, I then went towards the fitting room to fit the clothes and was told that I cannot go through as the fitting room was closed. Apparently, when the door closes, so does the fitting room. Irrespective of the store being full of customers. There were people in the store. Truworths CUSTOMERS at that. How the does that work exactly?. How do you guys expect me to purchase a clothing attire without fitting it? It wasn't even 19:00pm. Never have I ever experienced such ill service. If this is how Truworths treat its customer, then good luck. You just lost a loyal customer. By the way, the dress that I took had a tear on it. I took it because I really needed a dress ASAP. We paid at 18:58 pm.


By the way, my mom was in the store earlier looking for a dress for me. I went to the store for fitting and to make the purchase.
Heidi Birch Send email
 
Jul 22, 2015

Returning a gift

I have been a loyal customer of Truworths for 18 years, held an account and kept it up to date. I received a gift for my wedding / kitchen tea with the gift tag but the price obviously removed. I was not sure who I had received it from. As I am allergic to the satin material I returned it Truworths, well had the intention of returning it to Truworths and asked if I could swap it for something else. They said I had to ask the person for a receipt or a gift receipt. No other store in any other shopping centre has this policy. Futhermore, how rude is this to ask someone who gives you a gift to ask them for a receipt. I find it absolutely shocking and offensive especially for the person who has bought the gift. How are they to know your particular tastes and you do not want to offend them. I did not ask for the money back, I simply asked to swap it for something else in the store. Hence I have closed my account and will never buy from Truworths again, let them be THE only clothing store in East London I will drive to Port Elizabeth to do my shopping. Am bitterly disappointed with the service from a well known countrywide store.
Ashwin Send email
 
Jul 14, 2015

Refusal of buying on credit

I was at the Truworths store on Frday (2015/07/10) at Liberty Mall in Pietermaritzburg. I was refused a purchase on my card by there Head Office simply because I do not have any permananent proof of identification. I informed Amelia (the person i spoke to on the phone that everything of mines was stolen but she simply refused. I told her I had my temporary drivers licence with ID number & photo but she still refused. I asked her what happens if my ID document takes up tp 6 months to be replaced, she said I will not be able to purchase anything. I think that there service or policies just suck. I will be closing my account with them as soon as I can contact the relevant people!!!
Geraldine Ruzzier Send email
 
Jun 24, 2015

Call Centre Harrassment

Well I don't know how many times Truworths is going to waste my time by sending sms's to my phone. After paying my account on the 25th of every single month, one or other of their call centres will call the very next day to ask when is my next payment going to be, I don't even reply back. Use your common sense Truworths, I really wonder who does steal a persons money, me or you. Then the next sms is they have handed me over, well be my guest go ahead. Oh and don't think it ends there, then there are call centres calling from Durban, Port Elizabeth and Cape Town all in one day, wow. Then also the clothes you purchase at Truworths, are definitely not of the best quality besides being expensive. Somebody really in Truworths does not know what the hell is going on in their accounting system. Every time someone in the call centres have a different answer to your question, when its the same question being asked every time. Makes me wonder, please CLOSE MY ACCOUNT I will never ever buy at Truworths again. They really have bad customer service
wilma Send email
 
Jun 12, 2015

Bad service

Good day,

i requested the settlement letter from Natasha singhn at the head office, as i had the problem with the settlement letter that i received last month. when i spoke to her over the phone she promised to send me the settlement letter before the end of the day(110615), when i try phoning her she told the consultant that she knowns that its me and she will send the settlement letter as she promised.

i went to truworths store hoping that she will send the email as promised, i waited for the letter for almost an hour hoping that she will email the letter whilst i am at the store, even now i am still waiting for the letter.

she is very rude, and unhelpfull.

my contact numbers :0733412724
Mkhize Send email
 
May 26, 2015

Paid up debt but not updated

Hi,

7 years ago I had a truworths account, this account was supposed to be paid up and closed. However it is now affecting my bond application.
The bank has advised me to speak to truworths and provide feedback or a letter. I am really disappointed as this negligence is now affecting my life and my family.

Please can you contact me as soon as possible as I am not getting any help form you Truworths branches.

Contact No. 0766906266
Email: [email protected]
charlion Send email
 
May 14, 2015

complain about the product

My name is ME Mthembu.its just an hearthbroken,each time I see the blue chinos trouser I bought for my man in the shop at jubilee mall. about 2 months ago. It got fade away and look very old in just two times washing..truworths used to be the best shop..and I did hand wash with sunlight laudry soap.its not the only one I bought the others still look better
ASC Send email
 
May 5, 2015

Bad service

I would just like to say that I am not at all pleased with the service I received in the Truworths store.
I bought clothes from Truworths and as it did not fit I had to return them.
I went in 35 weeks pregnant with my 18 month old on my hip, stood in line, waited my turn and when I got to the front the person helping me said that they cant return my package because all the managers are busy. I asked her what does she mean? I want to return clothes that I bought at the store , how can someone not help me...
She said they are busy on the computers. I asked her so now I must wait until they are finished? How long is that going to take?
She said it is going to take very long I must come back later!
Now you see. I do not have the time to sit around and wait for someone at Truworths to decide when they are going to help me and do their job. I do not live in town and also work.
I am very unsatisfied with this type of service!
Thembekile Send email
 
Apr 29, 2015

bad atticude and misrepresantation in pricing

yesterday i walked in at truworths in maponya mall as i saw a shoe that i loved was on say , asked the sales rep for my size and i got it as is was the only size remaining, when i walked to the cashier to pay i was advised that the price that i saw which was R250 was not it the price is R330 and i told her that since i saw it at that price she must sell the shoe to me at that price she refused and i asked her to call her mananger. The manager told me that if i was a " Customer" i would have know that the sale starts tomorrow today at 12 and she cannot sell the shoe to me at the price that i saw.

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