Disappointing In-Store Experience at Truworths

I recently had a frustrating experience with Truworths that left me extremely disappointed. My wife found a dress on the Truworths website that was on promotion, and the online advert clearly stated "Find in Store." On March 26th, I visited the Truworths store at East Rand Mall to purchase the exact same dress.

A store assistant helped me locate it, and when I got to the counter to pay, I was told the dress was not on promotion. I showed the cashier the online advert, but she claimed the SKU code was different, even though the dress in my hands was identical to the one in the online image. She then called the manager, who gave me an unclear explanation about the timing of when the dress arrived in-store, essentially implying it was a "newer version" and therefore not eligible for the promotion.

This felt like a poor excuse and misleading advertising. Not only was I embarrassed in front of other customers, but it was also frustrating to have my young daughter witness such poor customer service. Other shoppers could clearly see that the dress was the same as the one online, yet Truworths refused to honor the promotion.

This is not my first bad experience with Truworths, but it will certainly be my last. A company of this size should not mislead customers with online promotions that are not honored in-store. Very disappointing service.

https://www.truworths.co.za/Black-Fit-and-Flare-Dress/product/prod***?utm_source=facebook&utm_medium=cpc&utm_campaign=tru_advantage_emporium&utm_content=inwearfeed&utm_id=***&utm_term=***