BM
Ballycan M
1 reviews | Active since Jun 2014
23 Jan 2018, 18:18
DH Jacket
On the 18th December I bought a very nice looking DH jacket at Truworths Menlyn, costing R1499. The first tie I wore the jacket was to attend a wedding on the 26th December. I put on the jacket as I was walking to the vehicle to drive to the venue. By the time we arrived at the venue, about 30 minutes later, when I got out of the vehicles, my wife told me that the jacket looked as if it had been pulled at the back, even though I was sitting against a car seat.
I took off the jacket about two hours later, and I took it back to Truworths Menlyn the first Saturday of 2018. They did not want to assist, claiming it looked like I pulled the jacket. I felt insulted because I am an adult and can't spend such an amount of money on an item only to deliberately damage it. I had a few exchanges with the manager until she agreed to take the jacket to the manufacturer. I honestly do not believe they did. They call me on Monday 22 Jan and told me the manufacturer doesn't want to fix their item or at least refund me. When I asked whether there is an ombud for retailers that I can lay my complain with, the manager hung up on me.
This is totally unfair. The jacket is a factory fault and as such a total ******* of my hard earned cash.
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Truworths's replyOfficial
05 Feb 2018, 15:33Thank you for your post.
At Truworths, providing quality merchandise of international standards is of fundamental importance to us and we were concerned to read of your recent experience.
We discussed your concerns with the Management of the store and were informed that on the day the item was returned it was assessed by the Store Manager. As the Manager could not be establish if the defect was as a result of a manufacturing fault, we believe that you were informed that the jacket would need to be sent to our Quality Assurance Department for further assessment. The findings of the Fabric Technologist who assessed your garment was that the damage is not as a result of a manufacturing fault and based on this the return could not be authorized.
We can verify that we have also attempted to contact you, but were regretfully unsuccessful in our attempts and have subsequently sent you an email in this regard.
Sincerely yours,
Truworths Online Team
Best regards,
Truworths's reply05 Feb 2018, 15:33
Official
Thank you for your post.
At Truworths, providing quality merchandise of international standards is of fundamental importance to us and we were concerned to read of your recent experience.
We discussed your concerns with the Management of the store and were informed that on the day the item was returned it was assessed by the Store Manager. As the Manager could not be establish if the defect was as a result of a manufacturing fault, we believe that you were informed that the jacket would need to be sent to our Quality Assurance Department for further assessment. The findings of the Fabric Technologist who assessed your garment was that the damage is not as a result of a manufacturing fault and based on this the return could not be authorized.
We can verify that we have also attempted to contact you, but were regretfully unsuccessful in our attempts and have subsequently sent you an email in this regard.
Sincerely yours,
Truworths Online Team
Best regards,