1 reviews | Active since Jun 2013
no feedback and billed incorrectly
I purchased online on Monday 30 November. The same day I noted on the website that my order was dispatched. According to the website the order can take 3 - 5 working days to be delivered. I kept following up on the order but every time I phone they tell me I cannot speak to the dispatch department (conveniently). On Friday I still haven't received or heard anything from Truworths but I noticed online that they billed my account. I emailed and said If I don't receive my parcel by the end of Friday 4 Dec then they must cancel it as I wanted it for the Saturday as it was my cousin's wedding. On Monday I still had no order or feedback and my account shows the balance for something I didn't receive, I emailed again asking what is going on. On Wednesday 9 Dec they respond with an email stating that they have put my query through and I will receive feedback shortly. I have STILL not received any form of feedback from Truworths and my account still shows a balance for something I did not receive. Absolutely pathetic (lack of) service!
Thank you for your post and allowing us the opportunity to attend to this matter for you.
Service excellence is of extreme importance to us. Shopping, be it online or in our stores should be an effortless and fulfilling experience, thus the service described in your post has raised great concern.
We have investigated this matter and whilst your order was correctly processed, your parcel was regretfully misplaced by the courier company contracted to do deliveries on our behalf.
Following our telephonic conversation, we can verify that we have credited your Truworths account with the value of the item you ordered as well as the delivery fee that was charged.
We wish to once again apologize for your experience and can confirm that this matter will be addressed in earnest to ensure that this remains an isolated incident.
Please feel free to contact us on *** or via email on *** should you have any further inquiries.
Kind regards,
Lynn
Thank you for your post and allowing us the opportunity to attend to this matter for you.
Service excellence is of extreme importance to us. Shopping, be it online or in our stores should be an effortless and fulfilling experience, thus the service described in your post has raised great concern.
We have investigated this matter and whilst your order was correctly processed, your parcel was regretfully misplaced by the courier company contracted to do deliveries on our behalf.
Following our telephonic conversation, we can verify that we have credited your Truworths account with the value of the item you ordered as well as the delivery fee that was charged.
We wish to once again apologize for your experience and can confirm that this matter will be addressed in earnest to ensure that this remains an isolated incident.
Please feel free to contact us on *** or via email on *** should you have any further inquiries.
Kind regards,
Lynn