Bad customer service
<p>I was given misleading information at one of the stores regarding my new installment price. I was told that it would go up by a R50 for the most but ended up paying R269 more last week head office called and gave me an even higher amount that I need to pay. So from R120 my installment is now R689 and this is after I asked her 4 times if she is sure the R50 was all I'm going to pay extra. She was having her own conversation with her work colleague that she could not explain it to me properly about my installment. I am disgusted by Truworhs Somerset Mall customer service, I was told many times they going to call me back which never happened I was the one that had to call them to ask what is happening ,they probably only called me after 2 weeks telling me nothing can be done. The person who gave me the wrong information is Courtney and the manager name is Judith. </p>
Thank you for your post.
We were concerned to read of your experience and therefore immediately conducted an investigation into this matter and further liaised with the Area Manager of this store to address the service concerns raised in your post.
Following his investigation and our review of your account we can verify that on the day of your visit you were correctly informed by the consultant that based on the purchase made on the day, 15 April 2016, your installment would have increased by an approximate amount of R50.00. This being said, subsequent to your visit, further purchases were made at a different store between the period 16 and 30 April which significantly increased the balance owing on your account and thus further increased your installment amount to R 395.25 over a twelve month payment plan.
We further wish to verify that your installment is calculated on the highest balance owing on your account as agreed upon in our Terms and Conditions of Sale and Granting of Credit.
We can confirm that the Area Manager of the store has contacted you to discuss your concerns in this regard and whilst we acknowledge that you were not happy with the feedback we trust that we were able to clarify this matter with our response.
Please feel free to contact us on 021- ********** or via email on ********** should you have any further enquiries, comments or suggestions.
Kind regards,
Truworths Online Team
Thank you for your post.
We were concerned to read of your experience and therefore immediately conducted an investigation into this matter and further liaised with the Area Manager of this store to address the service concerns raised in your post.
Following his investigation and our review of your account we can verify that on the day of your visit you were correctly informed by the consultant that based on the purchase made on the day, 15 April 2016, your installment would have increased by an approximate amount of R50.00. This being said, subsequent to your visit, further purchases were made at a different store between the period 16 and 30 April which significantly increased the balance owing on your account and thus further increased your installment amount to R 395.25 over a twelve month payment plan.
We further wish to verify that your installment is calculated on the highest balance owing on your account as agreed upon in our Terms and Conditions of Sale and Granting of Credit.
We can confirm that the Area Manager of the store has contacted you to discuss your concerns in this regard and whilst we acknowledge that you were not happy with the feedback we trust that we were able to clarify this matter with our response.
Please feel free to contact us on 021- ********** or via email on ********** should you have any further enquiries, comments or suggestions.
Kind regards,
Truworths Online Team