Need to seriously reconsider your brand Name

Dear Truworths,

I must commend you on your exceptional ability to achieve a level of incompetence and inability to perform even the most basic task. I thought this was reserved for other retailers, but you have truly earned the crown as champions.

It all began on February 14th, 2023, when I purchased a necklace from Truworths East Rand Mall. Little did I know that this was the only service I would ever receive from your franchise.

Two weeks later, the necklace fell apart by just looking at it, and I called Truworths at The Mall @ Rede to inquire about returning it to that branch. The staff member, unfortunately, felt inconvenienced by my call and abruptly informed me that I could return it there. However, upon arriving at the store, I was informed that they did not have a jewelry department, and I had to return it to a store that did.

Fine, it was a miscommunication that I ensured would not happen again by returning it to the store I bought it from. But, as luck would have it, I lost my job and was reaching a point where I could not pay my account every month. So, a few days before, I settled my account and closed it, hoping to avoid any further complications.

However, upon arriving at the store to return the necklace, I waited and waited for someone to assist me in the jewelry department. Finally, like winning the lotto, I was graced with the presence of the "manager." I showed her the necklace and explained my situation, including the fact that I did not have the receipt, forgot my ID, and had already paid my account.

She used my copy of my ID on my phone to trace the invoice, and I asked if she could give me the money for the necklace. Unfortunately, it could only be credited to my account, and if I waited until the account was closed, it would not be credited at all. This seemed like the long way around of my request and made no sense to me.

After the credit was app**** to my account, I decided to spend the money on a pair of shoes to avoid the hassle of returning to the store. But, lo and behold, I was met again by the same manager, who informed me that they could not sell me anything on my account because I had no ID.

When I asked for head office to be called and was handed a phone, I was abruptly hung up on after requesting to record the conversation. After calling again and being scolded for even speaking to the customer service agent without going through a staff member first, I was informed that there was nothing they could do to help me.

It was against store policy to return the item without me having my ID, but they made an exception and could not do it again. When I suggested returning the necklace and doing it correctly with my ID, I was informed that it would be a new sale and against store policy since I did not have my ID.

Need I say more? I am dumbfounded and insulted by all involved, but I'll maintain my manners and just say that this experience was truly a masterclass in incompetence.