Complaint regarding very bad service received from Truworths Store Manager @Westgate Mall - Rosina

<p>I am saddened, baffled and therefore absolutely compelled to write this formal and very serious complaint regarding the negative and over the top conservative (and in my mind very irresponsible) way that the Store Manager conducted herself.</p> <p>The issue goes as follows:</p> <p>I came to the store to make a purchase for a Revlon cosmetic product. I reportedly lost my wallet with my Truworths store card, ID and driver’s license. I stopped the card and ordered a new card over the phone. I app**** for a new ID and brought a temporary ID to the store.</p> <p>I was assisted by Leonie, who was very helpful however she advised that she cannot conclude the purchase on the basis that it was a new card as such she needs an original ID and the temporary ID would not be accepted. I requested Leonie to call the store manager so that I could explain my case and I was at ease with the explanation provided.</p> <p>My misery started after waiting for over 20 min for the Store Manager - Rosina, needless to say she never came to the counter. Seeing the time elapsing Leonie walked me to the other section of the store to find the store manager. Leonie asked the Store Manager to intervene and advise on how I could be assisted. Rosina never spoke to me or even acknowledged me she dismissed us and told Leonie that I cannot be assisted without taking the time and consideration to listen to my case.</p> <p>I have been a customer of Truworths since 2008 and my account has always been in good standing. I have not been in arrears, my account was on zero balance. The very least I would have expected was to have been treated with some courtesy and offered an alternative solution. I even suggested that they could ask me security questions or contact the head office to verify if indeed I am the right person making the purchase. I don’t disagree with the store rules however I feel this behavior from the store manager was unacceptable. I had my temporary ID with me and the situation could have been handled better.</p> <p> </p> <p>Now, surely what should have been done is for the risk related requirement to have been that I could be asked security questions and contact the head office? This requirement to have my original ID while I am still waiting for the new ID and after I had extensively explained my situation is VERY stringent requirement!</p> <p>I feel that the store manager was in a better position to listen to the merit of the case and try to assist or at least acknowledge me as a customer. Even after I informed her that I am closing the account she never even bothered to talk to me and she dismissed me and said Leonie should call the head office to close the account. Now the above (TOTALLY unnecessary) behavior from Truworths Store Manager led me to close my account.</p> <p> </p>