1 reviews | Active since Jan 2013
SHOCKING!! NO SERVICE TRUWORTHS Somerset Mall
Hi<br> <br> I bought my Fossil watch at Cavendish Square's Truworths branch and after 1 year I noticed the watch is loosing time. <br> <br> I took the watch (box,watch and warranty) to Somerset Mall branch on 28 January 2016.<br> After 6 weeks I phoned to inquiry about my watch. Left 3 messages for Management and had no luck. I phoned the repair center in Cape Town to follow up. They changed me R500 because Truworths did not send my warranty with. So I had to send the repair center my purchased slip. Finally the charges was dropped and I went to collect the watch at Truworths. Got to my branch and the repair center forgot to clean the watch after they replacement the mechanical parts and it had scratches on. So I asked Truworths to send my watch back to them. The Manager at Truworths Judith completed the repair note incorrectly and my watch has been at the repair center for another 2 weeks.<br> I made more than 7 phone calls to the repair center and 10 phone calls to Truworths.<br> The services from the SOMERSET MALL branch is shocking, NO feedback, NOT organised and LACK or NO service at all. <br> <br> I have been an account holder at Truworths from 2005 but this branch services is disgrace and it;s SHOCKING!!!
Thank you for your post.
We were concerned to read about your experience as the service described in your post is completely unacceptable.
We therefore immediately liaised with the relevant Store Manager regarding your concerns raised. We were informed that the initial delay in receipt of your watch was caused due to the supplier not having the required parts available.
We acknowledge that the assessment period varies between two and six weeks, depending on, but not limited to, the transit times and availability of the parts required and the repair process. This being said, stores are required to provide customers with feedback on a regular basis on the status of their query.
We wish to apologize for the delay in the resolution of your query and can assure you that this matter has been escalated to the relevant Area Manager to ensure continuity in our high service standard.
We believe that the Store Manager has been in contact with you in this regard and following her discussion with the supplier informed you that the watch would be returned today and she is committed to remain in contact with you until the such time.
Kind regards,
Truworths Online Team
Thank you for your post.
We were concerned to read about your experience as the service described in your post is completely unacceptable.
We therefore immediately liaised with the relevant Store Manager regarding your concerns raised. We were informed that the initial delay in receipt of your watch was caused due to the supplier not having the required parts available.
We acknowledge that the assessment period varies between two and six weeks, depending on, but not limited to, the transit times and availability of the parts required and the repair process. This being said, stores are required to provide customers with feedback on a regular basis on the status of their query.
We wish to apologize for the delay in the resolution of your query and can assure you that this matter has been escalated to the relevant Area Manager to ensure continuity in our high service standard.
We believe that the Store Manager has been in contact with you in this regard and following her discussion with the supplier informed you that the watch would be returned today and she is committed to remain in contact with you until the such time.
Kind regards,
Truworths Online Team