Phone snitched out of my bag due to lack of security

Bad shopping experience.

Below complain that i sent to head office on 03/02/2018.

I received messages about this month’s sale, went to Truworths Cresta Mall on 02/02/2018 to buy. While I was busy shopping at the sale section someone the snitched my phone (Samsung Galaxy S6 Edge Plus) out of my bag, minutes after checking my WhatsApp messages, I then decided to call my friend is when I realised that my phone is gone.

I asked security to help but they were not helpful at all. In fact when I got there I asked the security guy to look after my parcels, for me to be able to shop nicely and he refused, he told me that they don’t have parcel counters. And this other security lady at the sale section told me that is a norm, there is people who *****s bags, phone and wallets at the sale and shoes section. And she said she knows some of them, I then asked her who are they she said is different people every day. On top of that they told me that there are no cameras in store.

I was told that the other white lady was ****** as well on 01/02/2018 same section. I then asked to see a manager, and he told me that is a normal thing customers are being ****** every now and then. And unfortunately there is nothing he can do.

How can customers be ****** and is norm? Why are not doing something about the situation? Knowing that there is a problem at same sections of the store why are they not putting security to focus on those sections. We are now going to be afraid of going there because there is people who takes phones in store. All I want: (1) is for security to be upgraded, if you really care about Safety of your customers. (2) To be reimbursed, Truworths must replace my phone, i received sale SMS’s and I went to shop then just like that my phone is gone, if I didn’t go there i would be having my phone now.

Response received

-On 06/02/2018, Someone from Cresta Mall responded to my mail and they also called me. -On the same day the store manager called and he told that he will escalate the matter to heard office. -On 07/02/2018 received a mail from head office (Good afternoon, Thank you for your email and affording us the opportunity to respond. This email serves as confirmation that you were contacted regarding your below mentioned complaint). A lady the later then called me inform that Truworts won't won’t compensate for my phone, i went to the store at my own risk....... (And that is not on their ad or SMS's that they send out)

My follow ups with Head Office

-On 03/02/2018 sent a complain -On 05/02/2018 called customer service around 8am, the lady that i spoke to gave this ref number : 56315 and advised that someone will call me back, waited the whole day for someone to call from head office.didn't receive a call from head office. -On 06/02/2018 called again, they told that they resolve queries after 2 working days , they will contact me on 07/02/2018 before 5pm.

Bad shopping experience.

Below complain that i sent to head office on 03/02/2018.

I received messages about this month’s sale, went to Truworths Cresta Mall on 02/02/2018 to buy. While I was busy shopping at the sale section someone the snitched my phone (Samsung Galaxy S6 Edge Plus) out of my bag, minutes after checking my WhatsApp messages, I then decided to call my friend is when I realised that my phone is gone.

I asked security to help but they were not helpful at all. In fact when I got there I asked the security guy to look after my parcels, for me to be able to shop nicely and he refused, he told me that they don’t have parcel counters. And this other security lady at the sale section told me that is a norm, there is people who *****s bags, phone and wallets at the sale and shoes section. And she said she knows some of them, I then asked her who are they she said is different people every day. On top of that they told me that there are no cameras in store.

I was told that the other white lady was ****** as well on 01/02/2018 same section. I then asked to see a manager, and he told me that is a normal thing customers are being ****** every now and then. And unfortunately there is nothing he can do.

How can customers be ****** and is norm? Why are not doing something about the situation? We are now going to be afraid of going there because there is ******s in store. All I want: (1) is for security to be upgraded, if you really care about Safety of your customers. (2) To be reimbursed, Truworths must replace my phone, I Received sale SMS’s and I went to shop then just like That my phone is gone, if I didn’t go I would be having Phone now.

Response received

-On 06/02/2018, Someone from Cresta Mall responded to my Mail and they also called me. -On the same day the store manager called and he told that he will Escalate the matter to heard office. -On 07/02/2018 received a mail from heard office (Good afternoon, Thank you for your email and affording us the opportunity to respond. This email serves as confirmation that you were contacted regarding your below mentioned complaint). A lady the later then called me inform that Truworts won't won’t compensate for my phone, i went to the store at my own risk....... (And that is not on their ad or SMS's that they send out)

My follow ups with Heard Office

-On 03/02/2018 sent a complain -On 05/02/2018 called customer service around 8am, the lady that i spoke to gave this ref number : 56315 and advised that someone will call me back, waited the whole day for someone to call from heard office.didn't receive a call from heard office. -On 06/02/2018 called again, they told that they resolve queries after 2 working days , they will contact me on 07/02/2018 before 5pm.