Truworths Complaint
 SUPPLIER |
Truworths |
 INDUSTRY |
Retail |
| BRANCH / AREA | Sandton | COUNTRY | South Africa |
| TIME / DATE | 22:45 Thu 2 Feb | PERSON RESPONSIBLE | |
| CUSTOMER | Cosmopolitan | View all reports by user |
 0
4
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| PROBLEM | Bad Attitude |
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| INCIDENT | Wed 1 Feb | ||
| HEADLINE | Poor quality and lack of customer service |
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I bought two pair of shorts that were the same style, just different colours. Both of them have split in exactly the same place. Truworths refused to refund, repair or exchange my shorts as they said that it was not a quality issue. I went onto Hellopeter as I was unhappy with the response as well as quality of goods sold by Truworths. I received a response from Truworths whereby" they encourage me to return the second pair of shorts together with my invoice to my closest store where the Store Manager will assist me." I went to Truworths Sandton with the response from Hellopeter only to be told by the Area Manager, Nelson Mogale that Natasha who responded to my complaint on Hellopeter had not right informing me that I could have a refund and that he was the one who could make the decision. Nelson Mogale notified me that he will not refund me for my one pair of shorts as he does not believe it is a quality issue. How could he say this when both pair of shorts have split in exactly the same place. Truworths do not know what customer service is and their attitude is disgusting. Perhaps they should invest more money in training their staff on how to be more customer focused. |
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| SUPPLIER'S RESPONSE | Truworths | Time and Date | 15:53:10 | Wed 8 Feb 12 |
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Hello Cosmopolitan, Upon receipt of your first post on this site, we referred you to the Store Manager and no mention was made that the garment would be credited. Both the Store Manager and the Area Manager assessed your pair of shorts and their findings are that the item does not have a manufacturing fault. Given the fact that the pair of shorts in question was purchased in December 2010 it is possible that the fabric has frayed through normal wear. Truworths prides itself on merchandise of high quality and therefore our merchandise returns policy allows an exchange or full refund on merchandise that has a manufacturing fault provided it is returned to us within 6 months from date of purchase and proof of purchase is supplied. We confirm that the pair of shorts does not have a manufacturing fault and therefore we are unable to provide you with a refund. Amina Conrad, our Customer Services Manager relayed this feedback to you on 01 February 2011. We realise that you are not satisfied with the outcome of this query and wish to inform you that our decision remains unchanged and that this matter has been resolved from our side. Kind regards, Antonio |
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