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Vuyolwetu T

1 reviews | Active since Jul 2014

08 Dec 2025, 11:48

Formal Complaint – Order from 28 November 2025 (Incomplete, Incorrect & Poor Service) Online Order o***

I am writing to formally lodge a complaint regarding my order placed on 28 November 2025, which has, to date, been handled very poorly and remains unresolved.

Issues experienced: Late delivery: Despite the standard 5–7 working days delivery commitment, the order remains incomplete well past that timeframe, with no formal communication or notification received. Partial and incorrect deliveries: I have received three separate parcels, none containing the full order, and several items arrived in the wrong sizes. No delivery coordination: There was no attempt to arrange delivery at a time suitable for me, despite my availability concerns, which was especially important due to upcoming plans with my children.

This conduct contradicts your stated delivery promise and commitment to customer experience. As a consumer under the Consumer Protection Act, I am entitled to receive goods that are complete, accurate, delivered within the agreed timeframe, and with clear communication.

Remedy requested: 1. Please urgently deliver all outstanding items in the correct sizes. 2. Offer an explanation for the delays, size errors, and lack of communication. 3. Detail the steps Truworths will take to ensure compliance with delivery commitments and customer communication in the future.

If these issues remain unresolved within 7 days of this email, I will proceed with formal complaints to the National Consumer Commission and explore chargeback options via my bank.

I hope for a swift and satisfactory resolution.

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Replies (1)
VT
Vuyolwetu T's update19 Dec 2025, 09:02
Reviewer Update
Final Notice – Order No. o*** (Non-Delivery & Breach of Consumer Rights)

Dear Truworths Customer Care Team,

I am extremely disappointed that, despite my formal complaint on 8 December 2025, there has been no response and the outstanding items for my twins from my order placed on 28 November 2025 (Order No. o***) remain undelivered.

This is now a serious breach of your delivery commitments and my rights under the Consumer Protection Act. Your failure to communicate or resolve this matter is unacceptable and reflects gross negligence in customer service.
Key Facts:
  • Order incomplete and incorrect for over 3 weeks.
  • No explanation or proactive communication from your side.
  • Items intended for children remain undelivered, causing significant inconvenience.

Immediate Action Required:
  1. Confirm delivery of all outstanding items in correct sizes within 48 hours.
  2. Provide a written explanation for delays, incorrect deliveries, and lack of communication.
  3. Outline corrective measures to prevent recurrence.
If these actions are not completed within 48 hours, I will:
  • File a formal complaint with the National Consumer Commission.
  • Escalate to the Consumer Goods and Services Ombud.
  • Initiate a chargeback through my bank.
  • Publicly report this failure on HelloPeter and other consumer platforms.

This is your final opportunity to resolve this matter amicably. I expect an urgent response and delivery confirmation.