Poor management service at Truworths Adderley

Hi

The morning of August 7th 2026 I visited your branch in Adderley street Cape town , and I saw an item I wanted which was marked for sale at R199 and so I went to the till to make my purchase.

As I wanted to pay the teller told me that item is no longer in sale despite the fact that it was visibly showing R199 and not the original price. (Uzzi underwear boxer shorts)

She told me that the sale ended the day before and someone must have forgotten to remove the sale price, naturally I said that I would like the item and the price being displayed to which she simply apologised and said that she cannot give the item at the sale price.

The store manager came to see me after I requested to speak to her and she reiterated what the teller had said (I cannot have the item at the sale value because the sale ended and someone FORGOT to remove the sale price.)

This woman(manager) made ZERO attempt to assist me, there was no effort to rectify THEIR mistake, instead we had a stare down and awkward silence between us as the line behind me grew and she wasn't willing to put her pride in her pocket and assist with what was THEIR error.

Without me mentioning the customer protection act, she throws the act in my face telling me that it's been put in place not just to protect the customer but the business as well...imagine my annoyance at that stage.

I left the store without the item and pretty much embarrassed...there was no attempt to keep a customer happy, a customer who has been nothing but loyal to this brand for more than a decade, it was as if this item belonged to her and she wasn't gonna let it go.

On that day I took to social media and explained what had happened tagging your store; almost immediately I received a response in my DMs telling me the matter is being escalated and that I will receive a response, it is now the 17th of August and your team has done absolutely nothing about the ******* service I received and now the poor service I received in store feels like it's being matched by that of the customer complaints team.

I never took a picture of the item because I wasn't expecting to be turned down at the till on that day, I will not let go of this matter until I am contacted by senior management. This is beyond pathetic.

*** Ralton Pillay