Impeccable service Anni @Truworths PAV

I have posted on social platforms and emailed Truworths head office about my rude, unpleasant and unprofessional experience at Truworths Gateway, where an incorrectly priced fragrance was not given to me at the marked price, instead I was told they’re going to investigate the situation, it’s almost a month and I don’t know who and where they have reached in their investigation aka negligence but even the consultant at Head Office Yonella who promised to return my call has disappeared. It is sad that a brand employs people to work and pay them however they are content with delivering poor customer service… more like a brand risk indeed I would say. But should there be a delay in an account payment, Truworths is hounding you, you can be getting ready for surgery or at a relatives death bed but Truworths disrespectful call centre agents will harass and torture you for payment… stop this nonsense! On the flip side thought, I went to Truworths Pavilion on Saturday 13 January 2024 at midday to close my account. I was not entirely pleased because when I stepped into this store, I only have good memories of wonderful shopping experiences and impeccable customer service at Pavilion Truworths. As I entered the fragrance counter, the skincare consultants cheerfully greeted me. Anneline the fragrance consultant also pleasantly greeted me, so I greeted her and asked her a few questions about a particular fragrance. Anneline unlike Truworths Gateway consultants was absolutely polite, helpful and extremely knowledgeable who somehow got me to rethink whether I should really close the account. Gateway fragrance consultants are pushy to make a sale but when I called them out on their error they were so defensive, rude & obnoxious. Anneline as so patient and the perfume that I usually prefer was out of stock so I asked her for alternatives. I have to say that the perfume choices she gave me left me in awe… I wanted to purchase more than one! However the opulent choice I made thanks to Anneline is one I do not regret. I am super delighted with the choice, as it’s a gift to my dear mum who celebrates her birthday next week. Upon meeting my mum for lunch shortly afterwards, she said I smell like a million dollars. I was so ecstatic that I handed the perfume to my mum immediately… I was able to do this all Thanks to Anneline who lovingly gave me a stunning gift bag accessory for the perfume. Truworths Pavilion, you have a dear gem of a fragrance consultant who I recommend to all my family and friends. After my poor experience at Gateway which I shared with many family and friends, I have now told them about how amazing Anni is and this is what exceptional customer delivery is about. This means assisting them at every stage of their buying journey, from when you first encounter them, when they are buying from you, and after their purchase. Not backing out and being blunt, thoughtless and forgetful, where you promise to give feedback and don’t. Ethan the cashier was just as pleasant and helpful as Anni. I also purchase Estée Lauder from Sam at Pavilion Truworths who is an awesome and professional consultant. Both the ladies mentioned are so serious about customer service, considerate, attentive and efficient. Maybe Truworths Pavilion can utilise the resources of these competent employees to assist in training staff who are a brand risk. They have deterred me from closing my account and turning it into a sale instead. Staff like these are an asset to the brand. Surely if a store has good management then all great things fall in place.