EXTREMELY DISAPPOINTING SERVICE AND COMPLETE LACK OF ACCOUNTABILITY

I am extremely disappointed and frustrated with the way my complaint has been handled by Truworths – Kerk Street, Johannesburg CBD.

On 27 August, I returned a branded pair of boots that I had purchased cash on 14 July. The boots were defective, and I returned them to the store expecting a reasonable and professional resolution.

The store manager, Cindy, advised me that the store does not process cash refunds immediately and that the boots would have to be sent to their Quality Assurance department in Cape Town for assessment. I was specifically told that I would receive feedback within 5–7 working days.

Well, those days have come and gone, and I received absolutely no communication whatsoever.

Today, I went back to the store myself because apparently I have to chase Truworths for answers about a defective product that I paid for in good faith. Understandably, I was extremely angry and frustrated.

The manager explained that she had been off for the previous two days and then proceeded to contact the QA department while I was standing there, because there was still no clear answer regarding the status of my boots. Eventually, I was told that she would now have to check with the couriers as well.

This is completely unacceptable.

Why am I, as the customer, having to continuously follow up, travel to the store, make time out of my day and incur transport costs just to get answers about my own money and a defective product?

I purchased these boots from Truworths and returned them because they were defective. I should not have to run up and down between the store and various departments trying to find out where my complaint stands. If your internal communication, QA process or courier arrangements are not working, that is not the customer's problem to solve.

What makes this even more frustrating is that I was given a clear timeframe of 5–7 working days, yet nobody bothered to contact me when that timeframe passed. I had to physically return to the store and demand answers.

I have made it very clear to the manager that I intend taking this matter further. This is no longer just about a pair of boots; it is about the complete lack of urgency, communication and accountability shown towards a paying customer.

Truworths needs to understand that customers have jobs, responsibilities and expenses. It is costly and incredibly inconvenient for me to keep travelling back and forth to the store because your internal processes are not being managed properly.

I expect this matter to be resolved urgently, with clear communication and a proper resolution — not another excuse or another promise to "check with someone".

Very poor customer service and an extremely disappointing experience with Truworths.