1 reviews | Active since Aug 2018
Shocking sevice from Truworths
On Sunday I went to the UZZI store in Canal walk to do an exchange for an unwanted gift. I was informed by the manager on duty, Jasmina, that they are unable to assist as I do not have a proof of purchase. I asked where is the returns policy at the point of sale area. I was informed that there is no Returns policy at their Point of sale area and it is up in the canteen. I fail to understand this - does customers need to go into the canteen to read their returns policy?? Jasmina was not helpful and a sales consultant took the conversation over and sent me to Truworths Canal Walk to do a gift exchange. He also said that there is no one to authorize the gift exchange. I asked for the Area Managers number, Tasneem. I phoned her 3 times and her phone was off. I fail to understand how a senior manager's phone can be off when her stores are trading and she is the support to her stores. No wonder there is a manager who is not able to handle customer queries and frustrations. Arriving at Truworths, I stood in a queue for 15 min as there was only 2 POS operators on duty - of which one operator is waiting for authorization. Eventually I deal with a manager called Amy, who now also informed me that I need a proof of purchase. Why was I just sent all the way to Truworths???? I will not ask someone for a copy of a receipt who gave me a gift. This is embarrassing and a insult! I tried phoning the AM again - as I was informed that the Truworths AM is the same one as the Uzzi AM. Yet again her phone is still off! Amy suggested that we do a Returns Query and she will discuss this with the AM, Tasneem.
Today I got a call to say that the AM said they cannot assist as I don't have proof of purchase. I find the unacceptable, shocking and very disappointing that a National retailer can treat customers this way. Not once did she phone me - so much for building a relationship with a customer! She was not available for a customer complaint and definitely not available as a support to her stores and staff.
After all this inconvenience and poor service levels I will definitely NEVER shop in your stores again. What a joke!
Thank you for post and allowing us the opportunity to respond.
We acknowledge your frustration regarding your recent experience at our mentioned stores. The level of service provided to you was unacceptable and we wish to sincerely apologize for the manner in which you were assisted.
We confirm that your concerns raised have been escalated to management at the respective store to address. Further to this, while you were correctly advised that a return could not be authorized as it did not comply with the terms and conditions of our Returns Policy (this can be found at the back of the slip as well as on our website www.truworths.co.za), we are pleased to confirm that you will be returning to the store, in order to be assisted with regards to the exchange.
In addition to this, please note that in instance where an individual purchases an item for a different recipient, a gift receipt can be requested to facilitate an effortless return for the recipient.
We once again apologize for any inconvenience or frustration caused as a result of this matter.
Yours sincerely,
Truworths Online Team
Thank you for post and allowing us the opportunity to respond.
We acknowledge your frustration regarding your recent experience at our mentioned stores. The level of service provided to you was unacceptable and we wish to sincerely apologize for the manner in which you were assisted.
We confirm that your concerns raised have been escalated to management at the respective store to address. Further to this, while you were correctly advised that a return could not be authorized as it did not comply with the terms and conditions of our Returns Policy (this can be found at the back of the slip as well as on our website www.truworths.co.za), we are pleased to confirm that you will be returning to the store, in order to be assisted with regards to the exchange.
In addition to this, please note that in instance where an individual purchases an item for a different recipient, a gift receipt can be requested to facilitate an effortless return for the recipient.
We once again apologize for any inconvenience or frustration caused as a result of this matter.
Yours sincerely,
Truworths Online Team