Truworths Complaint
 SUPPLIER |
Truworths |
 INDUSTRY |
Retail |
| BRANCH / AREA | Benoni Lakeside Mall | COUNTRY | South Africa |
| TIME / DATE | 14:53 Wed 1 Feb | PERSON RESPONSIBLE | Cecilia - Store Super... |
| CUSTOMER | ferona | View all reports by user |
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| PROBLEM | Bad Attitude |
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| INCIDENT | Thu 26 Jan | ||
| HEADLINE | What happen to Customer Service?? |
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I tried to pay for items valued at R1169-30 with my STD credit card & was embarrassed when cashier said that my card has been 'Declined'. I asked him to contact Bank for an authorisation or put transaction through manually as I knew there was sufficient funds in my account. I was told they do not phone banks from this store and supervisor Cecilia said the same. I called STD Bank Credit Card Customer Care to enquire.Was told by operator that system shows no transactions went through from Truworths so cannot explain why transactions were declined.She asked to speak to Supervisor as she could not understand why they are refusing to phone for authorisation.Supervisor refused to talk to Pauline saying that they should not tell her how to do her job and that my card was declined so I must sort that out as there is nothing that they can do.She very rudely gave me her name and Tel. no for Truworths head office saying that I can call them if I wanted to.I immediately went to Edgars and did a purchase there for an amount of R3042-32 with the same credit card which went through immediately. So the problem was not my card but their machine yet they were so rude and unwilling to assist. |
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| SUPPLIER'S RESPONSE | Truworths | Time and Date | 16:31:23 | Fri 10 Feb 12 |
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Hello ferona, Thank you for your post and for the opportunity to investigate and provide you with feedback. We contacted the Store Manager, Cecelia and according to her, the sale was declined each time that they swiped your card. As there was no option on our system to insert an authorisation number, Cecelia felt that it was not necessary to speak to the banking consultant as the sale still would not be processed. Although Cecelia denies displaying the behaviour as described in your post, we have informed her about the importance of customer service and upholding our service standards. Our customers are important to us and we believe that all queries must be attended to in a customer friendly manner. We sincerely apologise for the service that you received in this instance and we sincerely hope that you will not hold this particular incident against us. This matter was escalated to the Regional Manager and he will be contacting you shortly to discuss your experience. Kind regards, Amina |
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| CUSTOMER'S FEEDBACK | ferona | Time and Date | 18:21:44 | Sat 4 Feb 12 |
| Utterly Disgusted: Truworths needs to seriously look at the people that they are employing because there is definetely no Customer service being provided.Staff of Truworths- Lakeside mall & some from Springs have an attitude like they are doing you a favour by assisting as they are so unwilling to do their job.What is worse is that Supervisors have this attitude as well.Calling Head office also makes no difference cause concerned people are always unavailable and never return calls even after messges are left. | |||
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