Poor Customer Service

Good day,

Mina angisazi. Are we becoming a country where poor customer service has become the norm? Because honestly, the way customers are treated is becoming increasingly concerning and, quite frankly, scary.

I am writing to formally complain about the service I received today at your Truworths Trade Route Mall, Lenasia store. (Hi Nompumelelo, your Truworths order o*** is ready for collection at Truworths Trade Route. Please bring this SMS and proof of identity to collect. Thank you for shopping at Truworths)

I received communication confirming that my online order had been delivered to the store and went there to collect it. While I was already at the store, I also saw two items that I liked and decided to purchase them.

I approached the staff member assisting me and advised her that I would also like to collect my delivered order. I was told that someone would bring the order to me and that I should simply take a seat. I did exactly that.

Approximately 20 minutes passed and nobody came to assist me or provide any update regarding my order. Eventually, I had to take it upon myself to go and find out what was happening. The staff member then approached the lady responsible for online orders and asked about my order, only for her to casually advise that my order had apparently been sitting there the entire time.

So I had been sitting there for approximately 20 minutes unnecessarily, while my order was already available.

I collected what was given to me and left the store. However, while I was on my way home, I received a call from the store informing me that they had failed to give me my complete order.

I explained to the person who called that this was not my fault. I had specifically gone to the store to collect an order that your system had confirmed as delivered, I waited as instructed, and eventually collected what your staff handed to me. If your staff failed to provide me with the complete order, that is an internal failure on the store's side and should not become my problem to resolve.

What is even more disappointing is that I have heard absolutely nothing from Truworths since then.No apology. No explanation. No follow-up. Nothing.

To add insult to injury, the security lady at the store was also extremely rude. Her conduct added to an already unpleasant experience, and I would therefore like her conduct to be formally escalated and investigated as well.

I was so frustrated by the lack of customer service that I ended up leaving my receipt for the other items behind when I left the store.

This entire experience was unacceptable.

I would like Truworths to investigate the following:

1. Why was I left waiting for approximately 20 minutes without anyone checking on my order? 2. Why was my order sitting there while I was told that someone would bring it to me? 3. Why was my order handed to me incomplete? 4. Why was I only contacted after leaving the store to advise me that items had been left behind? 5. Why has nobody taken accountability or even offered an apology? 6. I would like the conduct of the security lady to be investigated and escalated. 7. I would also like the staff involved to receive appropriate customer-service training if necessary.

Customers should not be made to feel like they are an inconvenience when they are spending their hard-earned money at your stores. I do not deserve to be treated as though I am less important, and neither does any other customer.

If people are struggling with basic customer service, then training needs to be provided.There needs to be accountability for how customers are treated and how your stores are being managed.

I would also like to understand how Truworths manages the Trade Route Mall branch because the level of service I experienced today was honestly appalling.

We are constantly expected to accept poor service, poor communication and disrespect from businesses, and it is simply not okay. Customers deserve to be treated with respect, dignity and basic courtesy.

I expect this complaint to be taken seriously and escalated to the appropriate management team. I would appreciate a proper response addressing each of the concerns raised above rather than a generic apology.

I look forward to hearing from you.

Kind regards, Lelo