Poor customer service and Quality

Item: Truworths
Rating: 1
Author: Miky C

I have purchases a pair of shoes amount of R750.00 cash on the 4th April 2016.Just to noticed after wearing it for third time the heals and soles on both shoes is chipped all over.On the 24th i returned the shoes a lady on the floor asked if she could help ,i showed her the shoes and told me straight away she can see the damage and that it is a quality issue with a second supported opinion from a gentleman (floor consultant) sure it is quality issue.Was told by the lady i can select a pair of shoes of my choice to replace,which i did.Just to get the counter and was told by the teller she will confirm the exchange but should not be a problem.This where the complication started.Acting manager called Millisa told me their just cant exchange their have to send it for Quality checks and it will take about 5 days to get feedback.Which was unacceptable reason therefore was firstly the shoe is hardly 20 days old after purchased, 2ndly no reason involving the customer in their internal Quality check process especially if an item is still new not even a month old and its the heals and sole we talking about.3thly i spend cash on this item.The reason for purchasing this expensive shoes is to last me long approx for 3 years but clearly not even a month.I asked for her manager,after several minutes eventually she put the Store manager Shereen on the line.Back and forth...just want to put an end asking her for her name and surname she refused to give her surname ask me what do i want to do with her surname but willingly gave her Manager's name and surname After reporting the incident to Head office their said their will investigate ; Hlalisha Sofute ***. on the 25th,got a call from Melissa that once again that their were ask to send the shoes for Quality check which i was not happy with but accepted and today is the 6th May without any responds, Their have all required contact details linked to *** incl additional contact.If this is the customer services then clearly i wont even consider opening an account nor buying from them again.All i want is my money back and never want to deal with Truworths again.

Helpful (0)

Replies (1)

Truworths's replyOfficial

13 May 2016, 13:21

Thank you for your post. We always strive to provide our customers with quality merchandise of exceptional standards and were therefore concerned to read of your recent experience. When merchandise is returned to our stores and reported to be defective our process is for the Store Manager, who has been trained in this regard, to assess the item for the defect. Should the manager be unable to establish if the defect is a manufacturing fault the item is then sent to our Quality Assurance department for further assessment. We have discussed your concerns with the Store Manager and were informed that on the day of your visit you were assisted by the Care Taking Manager whose findings, after assessing the shoes, were that the defect did not arise as a result of manufacturing fault, she however offered to send the shoes to our Quality Assurance department for further evaluation. We sincerely apologize for the delay in feedback to your query and after further investigation; we established that the delay was caused by the courier company contracted to do deliveries on our behalf. We have addressed this matter with the relevant management team of the company to ensure that this level of service is not repeated. We have been unable to reach you on the number provided in your post and we wish to sincerely apologize for any inconvenience or upset caused as a result of this matter and will provide you with feedback no later than Monday 16 May 2016. Yours sincerely, Truworths Online Team

Truworths's reply13 May 2016, 13:21

Official