1 reviews | Active since Apr 2015
Refsue to exchange item
I had received a top as a birthday gift from a friend who is now gone back Overseas and I have no proof of purchase. I had been to Gateway store on 01/04/2015 and was refused any assistance regarding an exchange and I was told to call Head Office. Upon calling Cape Town customer services on 07/04/2015, I spoke to Bonisizwe who to my dismay was unable to assist and her supervisor was unavailable at the time and she had suggested that I call the Store Manager at Gateway to assist me. A total waste of time and a phone call it was for me to call Gateway on the same day and I was told be Anna that I cannot exchange the top and that was the policy.<br> <br> Absolutely disappointing service from Truworths. I expected World Class Service from such a huge retail anchor. I am not a customer of Truworths, never was an account holder either and I will be sure to let others know that Truworths lacks customer service skills in all departments!!!
We acknowledge your disappointment at not being able to exchange the item you received as a gift.
Our Returns Policy allows you to return or exchange an item within 30 days from the date of purchase provided that the original invoice or gift receipt, in the case of a gift, is presented on return as proof of purchase.
We understand that you are not in possession of the above-mentioned receipt as the item was a gift; however, our policy is visible on the reverse side of our invoices and can be viewed on our website, www.truworths.co.za. The Customer Services agent should have informed you of this policy and not refer you to the Store Manager. We apologise for this and we have brought this to the attention of our Call Centre Manager to address.
We regret that you are not pleased with the outcome of this matter as our customers are important to us and we sincerely hope that you will understand that this policy is in place for your protection, and ours.
Kind regards,
Charmaine
We acknowledge your disappointment at not being able to exchange the item you received as a gift.
Our Returns Policy allows you to return or exchange an item within 30 days from the date of purchase provided that the original invoice or gift receipt, in the case of a gift, is presented on return as proof of purchase.
We understand that you are not in possession of the above-mentioned receipt as the item was a gift; however, our policy is visible on the reverse side of our invoices and can be viewed on our website, www.truworths.co.za. The Customer Services agent should have informed you of this policy and not refer you to the Store Manager. We apologise for this and we have brought this to the attention of our Call Centre Manager to address.
We regret that you are not pleased with the outcome of this matter as our customers are important to us and we sincerely hope that you will understand that this policy is in place for your protection, and ours.
Kind regards,
Charmaine