1 reviews | Active since May 2016
Disgusting Service in Truworths Bluff and call center
<p> On Monday, 16 May I purchased a shirt from Truworths in Pavilion. The cashier did not remove the magnetic security tag and I left the store. On Sa****ay, 21 May, I went to the Bluff branch for them to assist. </p> <p><br />I had the misfortune to deal with Roxanne Able who refused to assist in removing the tag. She said that since she doesnt have a machine, I should go to Edgards or go back to Pavilion. Even the security guard at the store was surprised by the lack of willingness to assist. She has no sense of Customer Service or accountability. I am a customer! I was already inconvieanced by Truworths and needed to endure further poor service by this unhelpful lady. She should not be customer facing at all! If she can accept my payment in Bluff for the purchase then she should dealt with my query. She should have gone to Edgard to have the tag removed. No accountability and no care in the world. </p> <p>I escalated the matter on the Truwoths website on Monday, 23 May. I received an automated email confirming receipt of my complaint. I did not receive any feedback in 2 days so I called the call center. Those guys are even worse than Roxanne. </p> <p>I spoke to a team leader called Lauren Lakay who said that I should wait for a response from the website as there is nothing that she can do!!!</p> <p>Truworths have failed on service delivery on all levels. Front line, website and call center. Disgusting service!! It is now 3 days and still no response from Truworths. All these comments and complaints seem to fall into a black hole. </p>
Thank you for your post.
The service described in your post is no more acceptable to us than it is to you we therefore deemed it necessary to refer this matter to the Area Manager at the store in question.
We were informed that the two stores mentioned in your post has different security tagging systems as such the store was unable to assist in removing this tag for you. This being said, store consultants are required to ensure that the security tags are removed whilst processing transactions. Further to this, our staff are mandated to treat customers in a professional and courteous manner at all times.
We would therefore like to sincerely apologize for the manner in which your concerns were addressed at the time of your visit to the relevant store and that of your interaction with our Call Centre consultant. We wish to further verify that this matter was brought to the attention of our Call Centre management team to address.
We confirm that the Area Manager has in the interim been in contact with you to discuss this matter and has also apologized for your experience in this regard.
We trust that we have adequately attended to this matter for you and look forward to seeing you in our stores again soon.
Yours sincerely,
Truworths Online Team
Thank you for your post.
The service described in your post is no more acceptable to us than it is to you we therefore deemed it necessary to refer this matter to the Area Manager at the store in question.
We were informed that the two stores mentioned in your post has different security tagging systems as such the store was unable to assist in removing this tag for you. This being said, store consultants are required to ensure that the security tags are removed whilst processing transactions. Further to this, our staff are mandated to treat customers in a professional and courteous manner at all times.
We would therefore like to sincerely apologize for the manner in which your concerns were addressed at the time of your visit to the relevant store and that of your interaction with our Call Centre consultant. We wish to further verify that this matter was brought to the attention of our Call Centre management team to address.
We confirm that the Area Manager has in the interim been in contact with you to discuss this matter and has also apologized for your experience in this regard.
We trust that we have adequately attended to this matter for you and look forward to seeing you in our stores again soon.
Yours sincerely,
Truworths Online Team