Order no O*** - Incorrect Order, Poor Customer Service

I placed an online order with Truworths on Sunday, 26 October, and to my shock, the wrong parcel was delivered to my home. I immediately sent an email to report the issue — which was completely ignored. After receiving no response, I had to call your customer service line myself, only to be told that my email “wasn’t received.” On Friday, 31 October, I was assured that someone would collect the incorrect parcel from me and that I’d be reimbursed for my order. That was the first of many empty promises. When I called again that same Friday, I spoke to Lulutho, who said she’d contact the Westville store (the one that packed my order). She dropped the call midway and, when I phoned back, I was told she was “on lunch.” Clearly, she hung up on me and went on her break — completely unprofessional behaviour. The next day, I received a call from a lady at the Westville store who said the parcel would be collected Monday morning. Monday came and went — no one showed up. Then, at 16:39 on Monday afternoon, Lulutho called “to confirm when the parcel can be collected.” At that point, I had had enough. I told her I no longer wanted the parcel and wanted my money back immediately. It’s now Wednesday, and I’ve still received no update, no refund, and no collection. When I called again, I spoke to Nathi, who told me the parcel had been collected from the other person who received my order — as if that somehow solves my issue. I asked to speak to Lulutho again, but Nathi left me on hold until the call dropped. I’m calling using my own airtime, by the way. This is beyond frustrating. This was my first order since opening a Truworths account, and I already regret it. The lack of accountability, constant misinformation, and poor customer service are shocking for a brand of your size. I want the following resolved immediately: A formal complaint lodged against Lulutho and the Westville store staff who handled my order. Confirmation of when this incorrect parcel will be collected from my home. Proof that my refund has been processed and my account credited. I’ve been more than patient, and at this point, this feels like blatant disregard for your customers. I expect feedback and action — not another apology and empty promise.