Appalling behavior from staff

Good day,

I am writing to formally raise a complaint regarding my experience with the Truworths store at Maponya Mall.

I placed an order (Order No. O32*****97) and on 30th December 2025, I went to the store to check if it had arrived. I arrived at 18:04, but the staff had already left.

To accommodate this, I arranged with my employer to knock off early and work from home so I could be closer to the mall. I left work at 16:30 and rushed to the store, only to find it closed. Staff informed me that the store closes at 17:00, despite the published store hours clearly stating 18:00, and the customer consultant confirming this.

When I asked why the store was closing early at 16:56, I explained that I needed my order, which contains my daughter’s photoshoot dress. The staff member took my ID and told me the order was at Truworths Man. I asked if I could quickly go and return for an exchange, and she said she would speak to the manager, instructing me to hurry.

I then rushed to Truworths Man, where the staff were friendly and promptly assisted me. When I returned to Maponya Truworths at 17:11, the store was already closed. This not only caused inconvenience but also disrupted plans for my children, and I now face the possibility of repurchasing something I have already paid for.

I find this situation unacceptable and request a formal explanation for:

Why the store closed earlier than the advertised hours.

Why was I **** to.

What steps will be taken to prevent such issues in the future.

I trust that you will investigate this matter thoroughly and provide a resolution promptly.