Shockingly Rude, Dismissive, and Unprofessional Conduct/ Service by Truworths Head Office Staff Member

Dear Truworths Management Team, I wish to bring to your attention a disappointing experience I had with Truworths, specifically involving their Head Office staff. On 24 November 2025, at their Eastgate branch, I received excellent service from Yandiswa, who was professional, courteous, and helpful. However, my experience was marred by the conduct of the Head Office representative she contacted for assistance.

Background Details: On Sunday, 23 November 2025, I unfortunately lost my primary device. The following day, at approx. 11:54 AM, I sought assistance from Yandiswa at your Eastgate store. She was both professional and courteous, and I appreciated her efforts in guiding me through the process of acquiring a replacement smartphone. She printed out a slip indicating that I was eligible to purchase items worth up to R6,178.00, which initially gave me hope and reassurance. However, upon selecting a replacement device phone valued at R2,800.00, the payment process was inexplicably rejected. The system then informed me that I was only eligible to purchase items valued at approx. R1,200.00, of which I understood but confused.

Yandiswa felt so bad as well and attempted to resolve the matter by contacting your Truworths Head Office. Unfortunately, her call was met with a response from a woman whose attitude was not only unprofessional but also callous and impatient. She displayed a stark lack of empathy and patience, and her dismissive manner was utterly unacceptable. Without even allowing Yandiswa to finish explaining or hand the phone over to me, as a customer to conclude, she abruptly terminated the conversation, leaving us both in a state of confusion and frustration.

This behaviour was not only humiliating for me but also embarrassing for my minor child who was present. It reflects poorly on Truworths' customer service standards and also highlights a toxic work environment that is similar to what is currently trending on social media, especially TikTok, where many workers share similar experiences of toxic conduct leading to resignations.

I am very disappointed that a reputable brand like Truworths would allow such unprofessionalism from their staff, especially towards loyal customers (over ten years) in times of genuine need. I urge you to review this matter and ensure that appropriate actions are taken to prevent such incidents in the future. More importantly, please create a conducive and healthy work environment for your staff members irrespective of their positions.

I look forward to your prompt written response and a resolution that reflects the dignity and respect every customer deserves. Please find my email address on the complaint I have sent to you through email earlier at 15:58. Thank you for your attention to this matter. Kind Regards, GPD