RC
Riana C
1 reviews | Active since Oct 2015
08 Oct 2015, 14:30
EXTREMELY POOR SERVICE DELIVERY
I ordered shoes online on the 18th of September 2015 and on Monday 21st of September a Truworths call centre agent phoned to say the item was found and will be delivered within 3 to 5 working days.<br> <br> I have sent numerous emails without response. I have phoned every week since the 21st and get the same standard answer of \the item was found and will be delivered before the end of the week".<br> <br> Tomorrow it will be exactly 1 month (4 weeks!) since I placed my order"
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Truworths's replyOfficial
14 Oct 2015, 15:18Hello Mrs C Coetzee,
Thank you for bringing your recent experience with our Fashion Delivery service to our attention and allowing us to provide you with feedback.
Following our investigation, we have ascertained that the item ordered was not delivered to you on time as our stores failed to process the order. We assure you that this matter was referred to the Area Manager of the store to address with all staff and to ensure that all staff is retrained on this procedure.
We were also concerned to hear that you did not receive a response despite multiple emails sent to us. The agent who received your emails discussed this matter with another agent that was already handling the query that you lodged with us via telephone. We regret that neither of them contacted you regarding the status of your query and this has been brought to the attention of the manager to address.
We sincerely apologise for the frustration that this has caused you. We are however pleased to confirm that you have subsequently received your order and that you are satisfied with the outcome.
We would like to thank you for being such a loyal customer and for using our Fashion Delivery service.
Yours sincerely,
Chevola
Thank you for bringing your recent experience with our Fashion Delivery service to our attention and allowing us to provide you with feedback.
Following our investigation, we have ascertained that the item ordered was not delivered to you on time as our stores failed to process the order. We assure you that this matter was referred to the Area Manager of the store to address with all staff and to ensure that all staff is retrained on this procedure.
We were also concerned to hear that you did not receive a response despite multiple emails sent to us. The agent who received your emails discussed this matter with another agent that was already handling the query that you lodged with us via telephone. We regret that neither of them contacted you regarding the status of your query and this has been brought to the attention of the manager to address.
We sincerely apologise for the frustration that this has caused you. We are however pleased to confirm that you have subsequently received your order and that you are satisfied with the outcome.
We would like to thank you for being such a loyal customer and for using our Fashion Delivery service.
Yours sincerely,
Chevola
Truworths's reply14 Oct 2015, 15:18
Official
Hello Mrs C Coetzee,
Thank you for bringing your recent experience with our Fashion Delivery service to our attention and allowing us to provide you with feedback.
Following our investigation, we have ascertained that the item ordered was not delivered to you on time as our stores failed to process the order. We assure you that this matter was referred to the Area Manager of the store to address with all staff and to ensure that all staff is retrained on this procedure.
We were also concerned to hear that you did not receive a response despite multiple emails sent to us. The agent who received your emails discussed this matter with another agent that was already handling the query that you lodged with us via telephone. We regret that neither of them contacted you regarding the status of your query and this has been brought to the attention of the manager to address.
We sincerely apologise for the frustration that this has caused you. We are however pleased to confirm that you have subsequently received your order and that you are satisfied with the outcome.
We would like to thank you for being such a loyal customer and for using our Fashion Delivery service.
Yours sincerely,
Chevola
Thank you for bringing your recent experience with our Fashion Delivery service to our attention and allowing us to provide you with feedback.
Following our investigation, we have ascertained that the item ordered was not delivered to you on time as our stores failed to process the order. We assure you that this matter was referred to the Area Manager of the store to address with all staff and to ensure that all staff is retrained on this procedure.
We were also concerned to hear that you did not receive a response despite multiple emails sent to us. The agent who received your emails discussed this matter with another agent that was already handling the query that you lodged with us via telephone. We regret that neither of them contacted you regarding the status of your query and this has been brought to the attention of the manager to address.
We sincerely apologise for the frustration that this has caused you. We are however pleased to confirm that you have subsequently received your order and that you are satisfied with the outcome.
We would like to thank you for being such a loyal customer and for using our Fashion Delivery service.
Yours sincerely,
Chevola