Did you sell me the account so you can belittle or bully me?

On 21 December 2021 I purchased an off-shoulder dress that has invisible straps at truworths store Montecasino, only to notice on Thursday the 12th of May 2022 that the dress has a missing strap. I telephonically called in the store and explained my situation and I was told by an employee that I must come to the store , and they will gladly assist me. It was at past 20:00pm in the evening and as I had limited time since I was travelling to Capetown the next day and wanted to take the dress with for my daughter’s graduation I then proceeded to Montecasino that same evening only to arrive at the store and be told by the Supervisor Mulalo that unfortunately they cannot assist me. Mulalo did not give me a valid reason why I could not be assisted. I explained to him that according to the defective merchandise policy if the dress is missing a strap that is no longer a full dress and as I had the proof of purchase with me to show that the dress was not worn, Truworths is meant to assist me with either refunding for the dress or an exchange as I was still within the 6 months warranty. I then asked to speak to the Truworths call centre and I was given the phone number to phone instead of the two employees making the call for me with the store landline. The consultant at the call centre asked that I be given a valid reason why the supervisor could not assist me as I was still within the warranty. The store supervisor then said he was going to escalate this matter to his area manager as he was unable to decide, and rest assured me that he was going to provide me with a response in the morning as his shift started at 08:00am( appalling service to Truworths for keeping a supervisor that cannot make decisions let alone properly explain the company policy to a client).

I was so upset and very emotional about this to such an extent that I have had to leave the dress with them because they made me drive all the way from Kempton Park to Montecasino assuring me that I will get assistance (wasted my fuel money )and then when I get to the store I get to be emotionally abused further as customer by letting me dial the call centre with my own phone using my own airtime. I find this kind of service unable to endure and unbearable as a client and even the consultant at the call centre was shocked and dismayed with this.

I waited the next morning for Mulalo’s call to not receiving any call until I dialled the call centre again around lunchtime and had to be transferred to the store again to enquire why I still had not yet been informed of the decision taken. I was further told that the store could not get hold of the area manager and I was to wait for them to come back once they have had feedback from the area manager, I find this very strange that such a big store like Truworths have people that don’t prioritise for a client and could not keep a promise to a client, the supervisor could have come back to me in the morning with feedback that he was still waiting for the area manager instead of having to wait for me to call the store again, where is his courtesy or concern for a client.

Lastly, I wish to point it out to Truworths that Montecasino store is the store that sold the account to me and I am deeply hurt because now I am being treated very badly by the same store and really ask myself if I knew that I was going to be belittled like this by the personnel I was not going to waste my time and money opening up an account at Truworths. I have been a very good payer never in my life defaulted , I have taken a decision that I will pay up the account, close it, and go elsewhere where I will be treated with the dignity I deserve. I paid R899, which is an arm and a leg for dress that has a missing component and am very much sure that it went missing either when the packaging was done or in the store as it was the only dress that I found hanging on the day of the purchase.