Customer Service Fail
<p>I am totally disgusted at the way your Canal Walk Cosmetics staff ignored myself as your paying customer.</p> <p>Michael Mark would not take too kindly to know how they interact and disregard potential spenders.</p> <p>This happened on two separate occasions:</p> <p>We visited the store last night at about 17:45. Five staff were having their own loud private conversation, and apparently did not acknowledge nor come over to assist us. We spent about 5 minutes with still no acknowledgement nor assistance offered.</p> <p>Clearly they had no intention of assisting!</p> <p>I buys fragrances every month at Truworths, since the Truworths account which he keeps active.</p> <p>Last month we arrived at the Canalwalk store at about 20:45.</p> <p>We were ignored until 20:55 when an announcement was made that the store was about to close in 5 minutes.</p> <p>Then only did your cosmetics representative walk over to ask whether we required any assistance.</p> <p>Clearly they wanted to leave and we were standing between their leaving the store</p> <p>You need to address the conduct of your Cosmetics sales representatives, as you will lose your customer base to other stores. Also they need to undergo training again as they do not know what the customer service is.</p> <p> </p> <p>This is not the 1st time it happens at Canal Walk,</p> <p>Every month the lose at least R1 000 sale to Tyger Valley for their lack of customer service and common curtouesy!</p> <p> </p> <p>In addition remove my cellphone number with immediate effect from your spam sms and outbound dialler and unsoliciated credit increase offers!!!<br /><br />The 1st time your Tyger Valley store offer me, I present American Express Platinum (annual income >R350 000 p.a) and FNB Premier Banking (annual income R350 000 - R749 999 p.a) cards as proof of income and the cashier had no idea what their statuses entailed!</p> <p> </p> <p>If you dont accept platinum then dont bother with spam calls and sms message with increase offer I still have > R 7000 available credit to spend!</p>
Thank you for your post.
We pride ourselves on being a retailer of international standards and we go to great lengths to ensure that our customers are offered the highest levels of customer service excellence.
We can understand your frustration regarding your experience at our store and we therefore sought from the Store Manager to investigate and address your concerns with the relevant consultants to ensure that they are reminded of the importance of customer service excellence and professionalism at all times. We believe that the manager has also contacted you to discuss the concerns raised in your post.
When we request proof of income, it is definitely not to frustrate and /or inconvenience our customers. This is a requirement stipulated in the National Credit Act (NCA) and as a retailer who complies with all applicable legislation we are obligated to receive the necessary documentation when processing either a new account application or a credit limit increase on an existing account.
These documents can be sent using any of the following methods (also displayed on our website truworths.co.za):
· Send images (photos) of your documents using
WhatsApp to *** OR
· Email your documents to *** OR
· Fax to *** OR
· Visit any Truworths store
We further wish to verify that we have informed you of this and regret that you have decided to decline the existing and future credit limit increase offers. However should you reconsider your decision please feel free to contact us *** or via email on *** and we will gladly subscribe you to receive these offers in future.
We once again wish to apologize to you for any frustration or upset caused due to your experience and trust that we have adequately attended to your query.
Yours sincerely,
Truworths Online Team
Thank you for your post.
We pride ourselves on being a retailer of international standards and we go to great lengths to ensure that our customers are offered the highest levels of customer service excellence.
We can understand your frustration regarding your experience at our store and we therefore sought from the Store Manager to investigate and address your concerns with the relevant consultants to ensure that they are reminded of the importance of customer service excellence and professionalism at all times. We believe that the manager has also contacted you to discuss the concerns raised in your post.
When we request proof of income, it is definitely not to frustrate and /or inconvenience our customers. This is a requirement stipulated in the National Credit Act (NCA) and as a retailer who complies with all applicable legislation we are obligated to receive the necessary documentation when processing either a new account application or a credit limit increase on an existing account.
These documents can be sent using any of the following methods (also displayed on our website truworths.co.za):
· Send images (photos) of your documents using
WhatsApp to *** OR
· Email your documents to *** OR
· Fax to *** OR
· Visit any Truworths store
We further wish to verify that we have informed you of this and regret that you have decided to decline the existing and future credit limit increase offers. However should you reconsider your decision please feel free to contact us *** or via email on *** and we will gladly subscribe you to receive these offers in future.
We once again wish to apologize to you for any frustration or upset caused due to your experience and trust that we have adequately attended to your query.
Yours sincerely,
Truworths Online Team