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Lucelle S

1 reviews | Active since Sept 2017

11 Sept 2017, 22:06

Absolute disappointing gross negligence or an effort of to make a fool of the customer

On 27 August 2017 I phoned the customer service on ********** 300 to find out at which store a certain white shoe would be available as the stores in my area didn't have it in stock any more. I spoke to Naima who said she would check the stock in the different stores and call me back. She called me on 28 August 2017 and said she locate stock of this shoe at the Church Street branch in Pretoria. I asked her if it will be possible to do a fashion delivery and she rep**** No problem she can do it and asked me to which branch it has to be delivered to. I requested that it has to be delivered to the Irene branch that she confirmed with the notification that it will take 2 to 3 weeks and that Irene branch will notify me when it has arrived at Irene. The voice recording of these calls can be verified. On 11 September 2017 I followed up with Irene Branch to find out if it has arrived. They checked and notified me that there has nothing arrived and they cannot pick up any fashion delivery on my account. I called Customer Service and the person who answered took my ID number and then notified me that he also can't find any sign of any fashion delivery on my account, so this fashion delivery was never arranged. So I have been waiting like an idiot for two weeks for this pair of shoes that I was so excited about that I thought I was able to get, but it was all in vain due to an Truworths ***********, irresponsible, negligent employee who **** to me. Is this the way Truworths customers is suppose to be treated?

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Replies (3)
Truworths
Truworths's reply15 Sept 2017, 15:27
Official

Thank you for affording us the opportunity to assist you with the concerns you have raised.

At Truworths, we strive to provide our customers with an effortless shopping experience. We were therefore concerned to read of your experience with your recent Fashion Delivery request.

We have established that due to a miscommunication, no order for the requested shoes was placed on your account. We sincerely apologise for the upset and frustration this has caused and assure you that all concerns will be addressed, to ensure that each and every order is processed efficiently.

We confirm that you were contacted by one of our consultants and informed of the outcome of your query, and that an alternative option was also made available to you.

Our customers are important to us and we hope that we have acceptably attended to this matter for you.

Kind regards,

Truworths Online Team

LS
Lucelle S's update16 Sept 2017, 19:10
Reviewer Update
Actually nothing was resolved. Truworths cover the misconduct of their staff be implying that it was a misunderstanding although the facts couldn't be verified because apparently only calls from the customer to Truworths are recorded but certain calls from Truworths to the customer not . Charmaine Petersen from Truworths contacted me by email telling me that according to Naeemah my query was escalated to the respective buyers and that the requested shoes are unfortunately not available in white. The truth was actually that Naeemah phoned me and told me that she got hold of the requested white shoes at the Church Street branch and asked me to which branch she must have it to be delivered to through their fashion delivery system. After this email Charmaine also called and told me that Naeemah told me that this shoe is only available in navy but not in white and I then requested the voice recordings between Naeemah and me to verify the real facts of the matter. Charmaine called me again and told me that unfortunately she could only retrieve the voice recordings of my calls to Truworths but (conveniently) not Naeemah’s call to me. That means it is only her word against mine that she gave me false information and kept me waiting for two weeks for this so-called fashion delivery that did not exist. Afterwards Charmaine send me emails telling me that this requested white shoes will only be available in January 2018 and proposed other similar styles that are currently available but my complaint about the false information given to me and the fact that I was waiting like a fool for this non-existing fashion delivery because of this false information was never addressed. Bottom line is that in this manner they cover for each other and the customer is made the culprit.
LS
Lucelle S's update16 Sept 2017, 19:10
Reviewer Update
Actually nothing was resolved. Truworths cover the misconduct of their staff be implying that it was a misunderstanding although the facts couldn't be verified because apparently only calls from the customer to Truworths are recorded but certain calls from Truworths to the customer not . Charmaine Petersen from Truworths contacted me by email telling me that according to Naeemah my query was escalated to the respective buyers and that the requested shoes are unfortunately not available in white. The truth was actually that Naeemah phoned me and told me that she got hold of the requested white shoes at the Church Street branch and asked me to which branch she must have it to be delivered to through their fashion delivery system. After this email Charmaine also called and told me that Naeemah told me that this shoe is only available in navy but not in white and I then requested the voice recordings between Naeemah and me to verify the real facts of the matter. Charmaine called me again and told me that unfortunately she could only retrieve the voice recordings of my calls to Truworths but (conveniently) not Naeemah’s call to me. That means it is only her word against mine that she gave me false information and kept me waiting for two weeks for this so-called fashion delivery that did not exist. Afterwards Charmaine send me emails telling me that this requested white shoes will only be available in January 2018 and proposed other similar styles that are currently available but my complaint about the false information given to me and the fact that I was waiting like a fool for this non-existing fashion delivery because of this false information was never addressed. Bottom line is that in this manner they cover for each other and the customer is made the culprit.