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Lucelle S

1 reviews | Active since Sept 2017

20 Dec 2018, 17:22

DISGUSTING CUSTOMER TREATMENT

As a loyal Truworths customer for 19 years that has a problem THAT WAS CLEARLY CAUSED by Truworths’ Customer Care and Woodlands Store, I send a request per e-mail to ********** on 17/12/2018 to make an once off exception on their 30 days return policy and grant me approval to credit one garment in exchange for another one in the same size and at the same price, as follows: QUOTE: “Good day, I want to humbly request whether you could assist me to credit a top bought end of January 2018. I know Truworths has a policy not to credit any purchase older than 30 days, but this is a special isolated case and I really hope you could make an exception as I am for the past 19 years a loyal customer that support Truworths all the way and my account payments are always up to date. The history of the reason why I bought this top is as follows: In December 2017 I requested a Fashion delivery on a certain top of which the delivery was terribly delayed. During this waiting period I made numerous phone calls to try and find out about the whereabouts of this fashion delivery with no success. After waiting for 4 weeks it developed in a scenario where the top actually did arrive at the store without notifying me and was at the store at the time I called the store and Customer Care about the whereabouts of this top. Eventually it happened that the store, on instruction of Customer care credited the top without my knowledge and put the top on the shelf. When I became aware of this situation this top was sold and nowhere in stock anymore at any branch. This incident upset me so much that I even wrote a review on Hello Peter in this regard. Because I desperately needed a top of this nature, I bought another similar top end of January 2018. At the time I went in for a plastic surgery operation on my upper eyelids and was out of action for some time until winter. When I wanted to start wearing this top after the winter I realised that it is actually very transparent and as I don’t wear any transparent tops I never tried to wear it, so it is still brand new as the day I bought it. Therefore, as I see that Truworths has now a similar top than the one that I initially Fashion delivered and then lost, I want to request that I could be granted approval to credit this transparent top and buy the new one in stock instead. Kind regards,” UNQUOTE The reply I received per e-mail on 20/12/2018 was as follows: QUOTE: “Good day, Thank you for your email. Kindly be advised that our Returns Policy facilitates an exchange or credit on an item returned within 30 days from date of purchase provided that the original invoice is presented as proof of purchase, the swing ticket is still attached and the item has not been worn or used. Please note that we are unable to assist as you do not meet the above mentioned criteria. We hope you understand our stance in this regard. Kind regards, Christopher Customer Services Consultant” UNQUOTE CLEARLY Truworths has no case with their customers, not even with their loyal customers who support them for years on end. They don’t realise that if it was not for these same customers, they wouldn’t have a business at all. NO, they can mess up a customer’s order and although they didn’t produce the service and couldn’t execute the order and subsequently dropped the customer and caused extreme inconvenience, they just tell the customer, sorry our Policy doesn’t allow us to rectify this mess WE CAUSED and we cannot assist you in your request to solve your problem in an alternative manner, even if we won’t lose any business but merely exchange one garment with another for the same price.

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Lucelle S's update28 Dec 2018, 12:01
Reviewer Update
Milani Mbombo from Truworths Customers Service phoned me in response to a review I placed on Hello Peter complaining about Truworth’s poor response to a reasonable request they rejected. She asked me which store is the nearest to me and if I have the till slip and the swing ticket of the top that I have requested to credit after 30 days. She is going to contact that store Manager and will get back to me. I asked her to get back to me still today as my father is going to collect an online order from that store this afternoon and if they are going to give permission to credit the top in question, he can do that the same time. She confirmed that she will do. When it has becoming late and no feedback call has been received, I called the store and spoke with Monica. She told me that Milani did call her and asked her to tell my father when he arrives there that my request had been rejected again, maybe the customer (that’s me) will then understand if you explain it. Monica then said that she told Milani that now she wants her to do her dirty work and fights with the customer. Monica also explained to me that she wants to help me but the only party that can give permission for this exchange is Customer Services. The Area Manager was also in the store, but also do not have the authority regarding this permission. I called Milani again and confronted her about Monica’s comments. She denied that and also told me the opposite regarding the permission as according to her the store manager have to give the permission. She will arrange a conference call to clear the matter to which I immediately agreed to. Milani called again and told me that coincidently she couldn’t get hold of Monica, so the conference call will be arranged tomorrow. She will now also get her Manager involved. I asked her how can her manager only get involved now, I was under the impression the manager was already involved. I then told her that she is lying to me all along as her whole handling of this case is the one lie after the other, so how can I believe her. Even Monica was not impress that Milani throw her responsibility over to her. I told her that I am going to write another review on Hello Peter and she responded that I can gladly do that. Yes I can understand this response because they cover each other from Top management to the bottom and that is why they don’t care about these reviews. Look at the thousands of Truworths reviews on Hello Peter, the responses all have the same type of wording and the customer is always wrong and Truworths always right. They don’t care about the customer, only about their employees. Apparently, their customers don’t give them the business they make their money from, but their employees. Look at my complaint. They did a fashion delivery for a top and booked it to my account on 29/12/2017. According to them a fashion delivery takes 14 to 21 days to be delivered. They credited the top on 23/01/2018 on instruction of Customer Services without my consent, that is 26 days later. Their explanation was that the top arrived at the chosen store without any description of the customer’s details, so that’s the reason why they didn’t contact me of the delivery, but miraculously they could book the top to my account and credit it without my permission or consent. Ironically the same time this top was lying in their store without these customer details I called that store and Customer services every day to enquire about the whereabouts of my fashion delivery that is overdue, but that didn’t ring a bell. Now that I request for an action to set their mishap right, once again I get unrealistic explanations and lies and this Milani even go so far as to make me out as a dummy that can’t understand their issues with my request. They are rather prepared to lose me as a customer, than to allow me to exchange one top for another at the same price in which transaction they won’t even lose one cent. That is disgusting. I don’t know why there is a Customer Service because they don’t care about the customer and there is no service to customers. They must rather call it Employee Service.