Final Consolidated Review – Truworths Online Order Failure Order No: o**********41 | Placed: 28 November 2025

I am writing this review to express my extreme disappointment and frustration with Truworths’ ongoing failure to fulfil my online order placed on 28 November 2025. Despite payment being processed in full, the order remains incomplete, incorrectly fulfilled, and mishandled for over 45 days. Key Issues Experienced • Non delivery of paid items: Several items have never been delivered, yet my account has been fully invoiced. • Incorrect items received: The parcels that did arrive contained the wrong sizes, and no effort has been made to correct this. • Lack of communication: Not a single proactive update, explanation, or accountability has been provided—despite multiple escalations. • Ignored delivery commitments: Truworths’ own stated delivery promise of 5–7 working days has been completely disregarded. This conduct is a clear violation of consumer rights protected under the Consumer Protection Act, including the right to timely delivery, accurate billing, and transparent communication.

Contradiction of Truworths’ Mission Statement and Values Truworths’ Integrated Report (2025) outlines the company’s purpose as providing exclusive, aspirational fashion supported by knowledgeable, passionate staff, along with values grounded in customer value creation, responsible governance, and accountable stakeholder engagement. However, the service I have received is in direct conflict with these commitments: • There has been no demonstration of passion, accountability, or customer centric service. • The lack of delivery coordination and the failure to rectify errors contradict Truworths’ claims of providing quality service and maintaining sound governance. • Ignoring a paid customer for more than six weeks reflects a complete breakdown in operational integrity, undermining the brand’s stated purpose. Truworths is simply not honouring its mission statement, business philosophy, or core values through the handling of this order.

Immediate Action Required (24 Hours) 1. Deliver all outstanding items in the correct sizes—without further delay. 2. Provide a written explanation for the non-delivery, incorrect items, and wrongful invoicing. 3. Detail the corrective measures that will be implemented to prevent this failure from recurring.

Next Steps if No Resolution If Truworths fails to resolve this matter within 24 hours, I will proceed with the following actions: • Filing a formal complaint with the National Consumer Commission (NCC) • Escalation to the Consumer Goods and Services Ombud (CGSO) • Initiating a chargeback with my bank • Publishing my experience on HelloPeter, social media, and other consumer platforms

Truworths’ ongoing silence and lack of accountability are unacceptable. I expect immediate corrective action and a full, written response