Shocking customer service

Dreadful service when ordering online.

I ordered an Estee Lauder product to be delivered to the Rosebank store. When I went to collect it, the package contained a pair of boys' trousers. The staff at Rosebank could not have been kinder or more helpful but when I went back to collect the replacement parcel, it could not be found.

In frustration I wrote to Truworths services to request that the order be cancelled and my account credited. I received an email advising that they were investigating. Trying to follow up is a nightmare as emails bounce back and you can never get the same person on the phone twice so all that happens that is that yet another person will investigate what is going on.