Bad Service !

<p>Hi Truworths Head office,</p> <p> </p> <p>I am writing to issue a complaint regarding a visit to your Eastgate store on Friday 14 July 2017. I am going away soon and had to get clothes for the trip. I thought that I will go to your Eastgate store, as that is the closest store from my house.</p> <p>I took the morning off to go and shop at your store. After about spending one and a half hours looking around for my size and browsing through the clothes, I went to the till to pay for all my selected clothes.</p> <p>The Lady at the till (Bontile Selepe) was busy scanning the clothes. She asked me if I am paying with cash or my account. I gave her my card to load the clothes onto my account. After she was finished with my card, she asked me to sign the slip, which I did and return it to her.</p> <p>She then said that my signature is not the same, and it’s not my card. After trying to tell her it is my account and it’s my real signature, she kept on refusing. I told her that is an old card (+- 5 years), and the card and my signature on the back may have been damage due to wear and tear.</p> <p>She then asked me to confirm my cellphone number, PO Box address, when I last paid, where I last paid and how much I last paid, which I confirmed correctly.</p> <p>She then went and call the store manager (Bernet Matlou), I advised him about my card, signature and that the lady don’t want to give me my clothes. He also then told me that he can’t give me the clothes as they believe it’s not my account and card.</p> <p>He then called the area manager that happens to be in the shop at that time (Sandra Du Plessis), and she also refused to believe me, and said I will have to show them my ID to prove its me, and that it’s my account. I told her that I confirmed all the details on the system and even told them they can phone me on my cellphone number which they have on their system as I did not have my ID with me. I also showed them my other cards in my wallet with my name and surname on it. (My id was in my car). She then said again that they can’t allow me to buy anything as they don’t believe it’s my account. In my professional opinion, I could verify that my signature on my card and on the receipt was the same.</p> <p>I was really frustrated as I’m now running late for all my afternoon apointments. I left the store angry to go and fetch my ID document in the car to go and show them that it is me and that it is my account.</p> <p>After getting my ID, I went back to the store to show all three of them my ID and said that its fine I will rather not take the clothes and don’t have any time now and rushed out.</p> <p>About 15in after the incident at the shop, I received a call from Truworths Head office, confirming it’s was me in the shop etc. I told them exactly what happened and said I am really fed up with Truworths.</p> <p>The lady who phoned me from Head office then advised me that if a client confirm all their details that’s on the system that you may then take the clothes and pay with your account card. She also asked me if I want the store to keep my clothes at the till, and I said no as I’m already rushing to be at my next appointment.</p> <p>Today (14 July 2017), I went back to the store to go and get my clothes that I selected, but to my surprise it was not hanging on the selves where I found them yesterday. I went up to the teller (Bontle) and ask her and the Store manager (Bernet) where is the clothes from yesterday, and they said they will go and fetch them for me. As I watched them walking around the store looking for the clothes, I saw that all the clothes that I selected yesterday was hanged all around the store, with items they don’t belong. The casual army jacket was hanging with the formal shirts, some of the t-shirts was hanging with the chinos. And most of the stuff, were gone/missing. Again, I’m standing in Truworths wasting valuable time again!  My items from the day before was almost R 8000, and my items today is barley R 2000.</p> <p>I said to them, they should just leave it and I’ll took the clothes which was found in the store.</p> <p>To my surprise, both the till assistant and store manager did not apologize for the previous day, nor today when I asked them why they did not hang the clothes back where it should be?</p> <p>I also then remembered after leaving the store today that I had an incident with them both a few months ago. I went to buy colognes (Ted Lepedus), and there was a sticker on it with a promotion or something. When I asked them some questions regarding the promotion, they did not know about it and could not find it. I told them that I will be back in 30 minutes, after finishing my shopping. When I got back to the shop, all the stickers where scratched off the boxes. I told them that I think they were ****** and that I will report them. I then never got time to reported them, and left it.</p> <p>So, I really think that the incident may have been caused due to a bad attitude towards me, or anger? Or maybe they all are just ***********, and need training of how to run and work in that store.</p> <p>I end up spending R 11000 at another shop(Zara) to replace the clothes that were not found in the Truworths shop.</p> <p>I requested them to order me a new card today.</p> <p>Your staff cost me a lot of money, time and inconvenience!</p>