1 reviews | Active since Jul 2016
PATHETIC SERVICE FROM TRUWORTHS CUSTOMER CARE
<p>Truworths offers customers the option of a “Fashion Delivery” to their home with an additional delivery fee of R44 in the event that they do not get their size at the store. Link: https://www.truworths.co.za/item-delivery See: Terms and conditions. On the 2nd of July 2016 I placed an order for a Jacket. I was told that the item will be delivered to me within 5 working days. </p> <p> </p> <p>I have called Truworths customer care. They assured me that me that the jacket has been dispatched and will be delivered shortly. Today is the 14th of July 2016 and I still have not received the item. Truworths has already charged me (R750) for item despite their failure to deliver it. I have made several follow up phone calls and each consultant gives me the same response: They will ‘follow up on it’. None of the employees from customer care has been competent enough to solve this problem and the managers or supervisors are too lazy to take my call and deal with it themselves.</p> <p> </p> <p>I am appalled by the pathetic service from customer care. However, I would like to thank Goolam from the Truworths Galleria branch who has tried to assist by contacting customer care as well on my behalf and updating me at regular intervals. As for the managers and employees at customer care, their service is beyond pathetic. Do not false advertise and offer services if your company is not competent enough to follow through with.</p>
Thank you for your post and for allowing us the opportunity to respond.
At Truworths, our aim in having our Fashion Delivery service available to customers is to provide them with an effortless virtual shopping experience and we therefore sincerely apologize for manner in which your request was handled.
We acknowledge your concerns regarding the service received and have brought this matter to the attention of our Customer Services Manager to address. We further liaised with the courier company, contracted to do deliveries on our behalf, and were informed that a delivery attempt was made on 12 July 2016, and as there was nobody available to accept your parcel it was returned to their depot for a second delivery attempt to be made the following working day.
Following your telephonic discussion with one of our consultants we believe that this was disputed by you. We have subsequently escalated this matter to the relevant management of the courier company to further investigate and address, so that this remains an isolated incident.
We are pleased to confirm that you received your order on 15 July 2016. The delivery fee has been waivered from your account.
We once again sincerely apologize for the upset and disappointment caused by this experience, however trust that the attention afforded to your query has re-assured you of your importance to us.
We look forward to seeing you in our stores again soon.
Sincerely yours,
Truworths Online Team
Thank you for your post and for allowing us the opportunity to respond.
At Truworths, our aim in having our Fashion Delivery service available to customers is to provide them with an effortless virtual shopping experience and we therefore sincerely apologize for manner in which your request was handled.
We acknowledge your concerns regarding the service received and have brought this matter to the attention of our Customer Services Manager to address. We further liaised with the courier company, contracted to do deliveries on our behalf, and were informed that a delivery attempt was made on 12 July 2016, and as there was nobody available to accept your parcel it was returned to their depot for a second delivery attempt to be made the following working day.
Following your telephonic discussion with one of our consultants we believe that this was disputed by you. We have subsequently escalated this matter to the relevant management of the courier company to further investigate and address, so that this remains an isolated incident.
We are pleased to confirm that you received your order on 15 July 2016. The delivery fee has been waivered from your account.
We once again sincerely apologize for the upset and disappointment caused by this experience, however trust that the attention afforded to your query has re-assured you of your importance to us.
We look forward to seeing you in our stores again soon.
Sincerely yours,
Truworths Online Team