Complaint

I am compelled to lodge this formal complaint regarding the shocking service I have received at Truworths Clearwater Mall, as well as the lack of accountability from your Client Services department in Cape Town. On 20 August 2025, I visited the Clearwater branch, where the systems are often extremely slow, with no communication or courtesy to customers in the queue. On this day , when I reached the teller area, there was no staff members present to assist me. I stood waiting, eventually phoning the branch from inside the store. • The phone rang for 15 minutes without being answered, despite other staff members standing nearby laughing and chatting. • I phoned again. After another 15 minutes and once again not answered. • I knocked on what I assume the manager's office door was and eventually a staff member appeared, dismissing my complaint with, “Sorry, we were busy with something.” I then contacted the Truworths' Client Services department in Cape Town: • I never received a reference number for my complaint. • I was not informed that I had to wait 48 hours for feedback. • When I phoned the Client Services department in Cape Town, on 21 August and 22 August, I was told another email would be sent to the supervisor or manager. • When I phoned the Clearwater branch on the 22nd of August, I asked for the area manager’s contact details for the Clearwater branch, but was told that this information could not be given to me, but that a WhatsApp would be sent requesting an urgent call. No call ever came. • On 25 August, I phoned the Client Services department in Cape Town again. I was assured by Martha that a manager by the name of Marietha would call me back, as she was busy with a client at that point in time.

• To date (2 September – 13 days later), I have still not received any feedback from the area manager of the Clearwater branch nor the Client Services department. This is not just poor service — it is gross neglect of customers, a lack of professionalism, and outright disrespect. I therefore demand: 1. An official written response acknowledging this complaint. 2. An explanation for why both the Clearwater branch and Client Services failed so completely to assist me. 3. Clear corrective action steps, including improved accountability at branch level and in Client Services. If this matter is not resolved urgently, I will have no option but to escalate it further, including sharing my experience publicly on social media platforms, as no paying customer should ever be treated this way.

Sincerely, Saartjie Lewis ***