1 reviews | Active since Jun 2019
Bad online service and customer service
I placed 3 online orders, one on the 14.01.2020 and two on the 15.01.2020 and received one of my orders i placed on the 15.01.2020.
I called the online service team on *** on the 21.01.2020 and spoke to a lady who advised me that the order i placed on the 14.01.2020 is with the courier for delivery and that not all the stores under Truworths is linked to their online system if i have any queries regarding my order to call them. I asked what is happening with my order that i placed on the 15.01.2020 and i was advised the item was found at the store. I haven't heard anything back regarding my orders.
I called truworths online team again this morning regarding my two orders and i spoke to veronica and she advised me my order for the 14.01.2020 is still in Johannesburg with the courier she cant confirm when i will get my order and my order for the 15.01.2020 is still at the store in Johannesburg the courier was contacted to pick up the order. I advised her i am not happy regarding this as no-one is contacting me regarding my order to let me know what is happening and if i dont get my orders thursday 23.01.2020 i am logging a complaint on hello peter and she advised my orders will not be delivered thursday and she is logging the query I advised her that i want her to log a complaint and she told me i need to speak to customer service where she then put me though and a guy answered by the name of Daniel and dropped the line, this is not the first time they call centre agents dropped the line. when i called to query my account the call will connect but the agent is having a conversation in the background and when the agent realise there's a call running for almost two minutes the agent then dropped the call, this happened thrice i finally got hold of an agent on the 4th attempt. I then called the customer service team myself on *** and spoke to Brentony where I logged the complaint regarding the online orders and the agents conduct however, he was logging a complaint but didn't take my accounts details. When I asked him against what is he logging the complaint because he didn't ask me for my details and then he advised "i am LODGING the complaint on my note pad". I asked him for the complaint reference number and he told me i will get this by sms, i asked him why cant i get it over the phone and he then said the complaint reference number is 80637. i asked him his managers name and he said his manager name is Zain they are located in Cape Town's head office, i advised him if i don't get the sms with my complaint reference number i am logging a complaint against him as well and he said its perfectly fine.
It's almost 3 hours later and i still have not received the sms with my complaint reference number.
We will investigate your concerns raised and will provide you with feedback soon.
Kind regards,
Truworths Online Team
We will investigate your concerns raised and will provide you with feedback soon.
Kind regards,
Truworths Online Team
My other order i placed on the 15.01.2020 i received an sms to say my order is being prepared and there will be a delay with my order. Its like my orders dont exist
My other order i placed on the 15.01.2020 i received an sms to say my order is being prepared and there will be a delay with my order. Its like my orders dont exist
I logged an online complaint regarding my orders on the 21.01.2020 and was advised I will be contacted within 24hrs regarding the complaint but no one has made contact with me.
I am still waiting for my complaint reference number that was suppose to have been sms'd to me on the 22.01.2020 after I spoke to Brentony. No one has made contact with me regarding this either, no sms or email Truworths has my contact details.
I would like to let you guys know that I am closing my Truworths accounts due to your unprofessional service in the call centre and not making contact with your customers regarding their complaint and not sticking to your time period (SLA). If you log a complaint with any other company they contact you withing 2hrs of that complaint that was logged regardless of there 24-48hrs sla.
You guys are pathetic.
I logged an online complaint regarding my orders on the 21.01.2020 and was advised I will be contacted within 24hrs regarding the complaint but no one has made contact with me.
I am still waiting for my complaint reference number that was suppose to have been sms'd to me on the 22.01.2020 after I spoke to Brentony. No one has made contact with me regarding this either, no sms or email Truworths has my contact details.
I would like to let you guys know that I am closing my Truworths accounts due to your unprofessional service in the call centre and not making contact with your customers regarding their complaint and not sticking to your time period (SLA). If you log a complaint with any other company they contact you withing 2hrs of that complaint that was logged regardless of there 24-48hrs sla.
You guys are pathetic.
Today is the 28th of January and i have still not received my order placed on the 14.01.2020 neither has anyone from Truworths contact me via phone or emailed me to advise me what the delay is and apologise for the delay. I have still not received my complaint reference number that had to be sms'd to me on the 22.01.2020.
They are quick to call and sms when you are 3 days late with a payment but when you log a complaint they dont send you your complaint reference number and no one contacts you regarding your complaint.
Today is the 28th of January and i have still not received my order placed on the 14.01.2020 neither has anyone from Truworths contact me via phone or emailed me to advise me what the delay is and apologise for the delay. I have still not received my complaint reference number that had to be sms'd to me on the 22.01.2020.
They are quick to call and sms when you are 3 days late with a payment but when you log a complaint they dont send you your complaint reference number and no one contacts you regarding your complaint.