Refund Delay, Poor Service, Broken Promises and Poor Communication

I am extremely disappointed with how my query has been handled by Tamrin Job, Christopher, and Rae-quaan, as well as with the overall treatment I have received throughout this process.

Despite the item being collected on 30 September 2025, I have yet to receive my refund, and it still does not reflect in my bank account. I have already completed all the required steps: signing the indemnity form, submitting my proof of banking, and clearly stating that I will not share my bank statement since all the necessary information can be extracted directly from the banking app.

On 23 October 2025, I was advised of the refund turnaround time (TAT). Yet, to date, nothing has been processed or reflected in my account. This shows a complete lack of urgency and accountability. Every agent I have communicated with via email has demonstrated poor customer service, leaving me with the impression that Truworths does not care about its clients.

To make matters worse, the WhatsApp portal agents are nameless, lack empathy, and provide no real assistance or understanding. This further highlights the absence of professionalism and customer focus within Truworths’ support channels.

I have been more than patient, but this ongoing delay and lack of communication are unacceptable. I expect immediate resolution and transparency regarding my refund.