1 reviews | Active since May 2015
Do not ever buy a cell phone from Truworths!
3 weeks ago I bought a R 6 100.00 cell phone from Truworths. A Samsung S5 mini. After 2 weeks it stopped working and the fun began. Truworths will only replace if it breaks in 7 days otherwise it must be sent to MTN. On Sat 23rd May, I went into the store and spent 20 minutes filling out 2 separate forms. I had all the paperwork with me and the assistant took copies. Today (Monday) I received a call to say that in order to request a replacement they need to have the warranty. I explained that the assistant had taken a copy of the warranty, but no, now they want the original. I have absolutely no way of getting the original to them today but apparently this is completely unimportant. I am trying to call Truworths to make a complaint, I called *** and was put through to the call centre, they answered after 4 minutes, I asked to speak to complaints and I have now been holding for 30 minutes. I WILL NEVER AGAIN SHOP AT TRUWORTHS! And yes, I know they couldn't care less.
Thank you for your post.
As a customer services orientated retailer, we believe that correct and clear communication with our customers is of fundamental importance. It is for this reason that our staff members are trained and provided with the necessary information to advise our customers of the applicable policy and procedure.
We have investigated your complaint, and deemed it necessary to refer this issue to the Store Manager at the relevant store to investigate. We were informed that the MTN consultant that assisted you on the day did not follow the correct procedure, in obtaining the required documentation for the Warrantee assessment. We can confirm that the Store Manager has since been in contact to apologise for this matter and has made arrangements with you to return to store with the relevant documentation.
In addition, we wish to make use of this opportunity to sincerely apologise to you for the inconvenience and frustration experienced as a result of this matter.
Yours sincerely,
Lynn
Thank you for your post.
As a customer services orientated retailer, we believe that correct and clear communication with our customers is of fundamental importance. It is for this reason that our staff members are trained and provided with the necessary information to advise our customers of the applicable policy and procedure.
We have investigated your complaint, and deemed it necessary to refer this issue to the Store Manager at the relevant store to investigate. We were informed that the MTN consultant that assisted you on the day did not follow the correct procedure, in obtaining the required documentation for the Warrantee assessment. We can confirm that the Store Manager has since been in contact to apologise for this matter and has made arrangements with you to return to store with the relevant documentation.
In addition, we wish to make use of this opportunity to sincerely apologise to you for the inconvenience and frustration experienced as a result of this matter.
Yours sincerely,
Lynn