Formal Complaint Regarding Coerced Perfume Purchase and Unresolved Return Issue

To: Truworths Head Office

CC: PrestigePerfume |Loreal South Africa | HelloPeter

Dear Truworths Management,

I am writing this letter with deep dissatisfaction regarding a recent experience at your Sandton City branch that has left me feeling unheard, disrespected, and unfairly treated as a loyal customer.

On a recent visit to Truworths Sandton City, I requested to test perfumes, stating clearly that I prefer Flowerbomb—a fragrance I have long associated with, love, and regularly use. Despite this, the sales consultant persistently pushed me toward Bvlgari, claiming it was a superior product with better longevity. He even went so far as to suggest I accept it in place of my preferred fragrance, offering a small "gift" of Narciso Rodriguez perfume as an incentive to make the purchase.

I asked the consultant if he was acting on behalf of Bvlgari, as his insistence on the brand over my preferences seemed biased and unprofessional. I eventually purchased the Bvlgari perfume under pressure, but immediately doubted my decision. I did not want the product and felt coerced into buying something I was never interested in. I gifted the Narciso Rodriguez "gift" to a relative the same day, as I had no interest in it.

Upon reflection, I decided to return the Bvlgari perfume at Truworths Mall of Africa, where I was assisted by Manager Didi. To my shock, I was told I could not return the product without also returning the gift. I was never informed of this condition at the time of purchase. I was under the impression that the "gift" was a sample or complimentary item—not part of a bundled sale.

As per the common definition of a gift—“a thing given willingly to someone without payment”—I was neither informed that the gift would be a condition of return nor did I request it. I even offered to pay for the gift to resolve the issue and move forward with a purchase of Flowerbomb, the product I originally intended to buy. This offer was declined. I was left with no satisfactory resolution.

I have now left the Bvlgari perfume at Truworths Mall of Africa in protest, as I do not wish to own or wear a perfume I was manipulated into purchasing. I also spoke to Eliot, the Sandton store manager, and Tshepo, both of whom failed to resolve this matter in a fair and customer-centered manner. • My requests are as follows: • Provide a clear price for the Narciso Rodriguez “gift” so I may pay for it and proceed with the return and rightful exchange for Flowerbomb. • Clarify your policy on gifts vs. bundled products, particularly in cases of returns or exchanges. • Ensure all consultants are trained to respect customer preferences and to refrain from hard-selling tactics that border on coercion. • A formal apology for the experience I endured, and the lack of assistance received despite speaking to three different staff members and two managers and regional manager Jaco. This situation is not just about a fragrance—it is about principle, fair treatment, and respect for customer choice. I hope this matter can be swiftly resolved and that Truworths takes necessary steps to prevent future occurrences of similar nature.

Sincerely, Sindile Thabethe ***