Poor Service at Truworths Vangate Mall

On Sunday, 29 June 2025, I purchased three items from Truworths at Vangate Mall. Unfortunately, the cashier (employee number ***) failed to pack one of the items into the bag. The item, which was hanging in front of her at the time of scanning, was not placed on the counter, nor was it included in my shopping bag.

I only realized later that evening that the item was missing. I attempted to contact the store by phone the following morning, but my three calls went unanswered. As a result, my husband went to the store on my behalf. He had to wait for 30 minutes while trying to resolve the issue. Although he had the receipt with the missing item clearly listed, the staff were unable to locate the item in-store.

He managed to speak to the manager, Fabian, who then left without providing any feedback or assistance for 20 minutes. My husband called me from the store, and I asked to speak directly with the manager. I expressed my frustration and explained the inconvenience this situation has caused—especially since we do not live nearby and had to drive from Kenwyn to Athlone, incurring additional travel expenses.

Instead of offering any assistance or an apology, the manager’s response was dismissive and unprofessional. He made no effort to resolve the issue or de-escalate the situation. His attitude was indifferent, essentially telling me to "go ahead and lodge a complaint."

Is this really the standard of customer service Truworths finds acceptable—especially from a manager?