1 reviews | Active since Oct 2013
Fashion Delivery Request delayed- longer tha 4-5 working days!
<p>I placed a fashion delivery request on the 01/08/2016 at the Sandton City Shopping Center - Truworths branch for a pair of Adidas Black Racer sneakers, my account was debited for the cost of the sneakers and an extra charge for R40.00 for special delivery- which takes 4-5 working days. I was supposed to have received a text yesterday already to collect the sneakers, now when I call the Truworths Sandton Branch, I'm told that the sneakers are not at their branch and they are also not even prepared to track my delivery for me. I was told that I must just wait for the delivery, they will call me or sms me when it gets to their branch, now my problem with this is simple, if you are charging your customers R40.00 for special delivery and you say that the turn around time for special delivery is 4-5 working days, then you dont bother to meet those "promises" that your client has already paid for, why do you bother to charge them for it anyway? Why do you offer "special Delivery" anyway? Also, when I ordered the sneakers instore, I was told that the Cresta branch would send the sneakers to their Sandton City branch, which was fine with me, yet when I called the Truworths sandton City shopping center branch on Wednesday, I was told that the sneakers are coming from Pretoria and it will take longer than expected! So why charge me the "Special Delivery" fee anyway? Im highly disgusted with this type of behaviour from Truworths, I have never had a problem with the store or franchise before, but this is unacceptable. I expect the sneakers that my account has already been debited for, to be available today for collection at the Sandton City Truworths branch and I am expectiong a credit of R40.00 on my account as it has taken longer than 4-5 working days for the sneakers to be delivered!!!!!!!! I expect something to be done now, not tomorrow, but TODAY!!!!!!! </p>
Thank you for your post and allowing us the opportunity to respond.
We acknowledge your frustration in this regard and sincerely apologize for your experience with our Fashion Delivery Service.
We have conducted an investigation into the concerns raised in your post and established that the delay in the delivery of your order was caused due to an error on the part of our courier company contracted to do deliveries on our behalf. This matter has been raised with the management of the courier company to investigate and address.
Further to this, we have escalated your concerns regarding the manner in which you were assisted by the store to the relevant Store Manager and believe that she has contacted you to apologize for your experience in this regard. She will further address this matter with the store staff members to ensure that this remains an isolated incident.
We are pleased to confirm that your order was delivered to the store on 10 August 2016 and we have waivered the delivery fee from your account.
We once again sincerely apologize for any inconvenience or frustration caused as a result of this matter.
Yours sincerely,
Truworths Online Team
Thank you for your post and allowing us the opportunity to respond.
We acknowledge your frustration in this regard and sincerely apologize for your experience with our Fashion Delivery Service.
We have conducted an investigation into the concerns raised in your post and established that the delay in the delivery of your order was caused due to an error on the part of our courier company contracted to do deliveries on our behalf. This matter has been raised with the management of the courier company to investigate and address.
Further to this, we have escalated your concerns regarding the manner in which you were assisted by the store to the relevant Store Manager and believe that she has contacted you to apologize for your experience in this regard. She will further address this matter with the store staff members to ensure that this remains an isolated incident.
We are pleased to confirm that your order was delivered to the store on 10 August 2016 and we have waivered the delivery fee from your account.
We once again sincerely apologize for any inconvenience or frustration caused as a result of this matter.
Yours sincerely,
Truworths Online Team