1 reviews | Active since Jul 2013
Bad Customer Care
I placed an order online on the 25/07/15, I phoned in on Thursday 30/07/15 and the item was found the Monday, 27/07 but wasn't processed, (yet it showed 'dispatched' online when I checked ) and the call agent told me that she will phone me back and never did, I phoned again on 31/07/15 and the item was still not charged to my account, then Truworths head office phoned me later that day to tell me the same thing (that the item has been found and will let me know when I will receive it) and still I haven't received any feedback. Today is the 04/08/15 and I had to phone again only to hear that the item was charged to my account on 03/08/15. which still doesn't solve my problem since she couldn't even give me an indication of when I will receive the order I was also promised that the delivery will be free but it was still added and she told me I must phone in and they will reverse it, that is very poor customer service, it's already a pain waiting for the order and then I must still waste my airtime to phone in every time, I don't mind waiting a few days but having to wait almost 2 weeks is unacceptable, why are there terms and conditions if they don't even follow their own rules
Thank you for your post and affording us the opportunity to respond.
The service described in your post is not the level of service we strive to offer our customers and we were truly concerned to read about your recent Fashion Delivery experience.
As such, we have investigated your concerns and established that your order was correctly captured and sourced however the item was not charged to your account and not packed for the courier to collect. We can assure you that this matter has been brought to the attention of the relevant manager to address with the staff.
We are pleased to confirm that your parcel was delivered today. Further to this the delivery fee will be waivered from your account.
We wish to take this opportunity to sincerely apologise to you for the service received, and for any inconvenience or frustration experienced as a result of this matter.
We hope that we were able to adequately attend to your query and trust that we will see you in our stores or online again soon.
Yours sincerely in Fashion,
Lynn
Thank you for your post and affording us the opportunity to respond.
The service described in your post is not the level of service we strive to offer our customers and we were truly concerned to read about your recent Fashion Delivery experience.
As such, we have investigated your concerns and established that your order was correctly captured and sourced however the item was not charged to your account and not packed for the courier to collect. We can assure you that this matter has been brought to the attention of the relevant manager to address with the staff.
We are pleased to confirm that your parcel was delivered today. Further to this the delivery fee will be waivered from your account.
We wish to take this opportunity to sincerely apologise to you for the service received, and for any inconvenience or frustration experienced as a result of this matter.
We hope that we were able to adequately attend to your query and trust that we will see you in our stores or online again soon.
Yours sincerely in Fashion,
Lynn