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RESHMA S

1 reviews | Active since Jun 2018

21 Jul 2019, 17:44

Terrible service from truworths

I visited the monte casino store to purchase 2 pairs of ****** Mary boots and when I got home the one pair had one size 5 and one size 7 in the box. The next day I wore the other pair if boots to work and during the day, my toot was hurting. When I got home I checked the size and it was a size 4 instead of 5. I then sent an email to customer care and got a response from Aashiqah with the reference number and stating that someone will be in touch. I then waited for a week and guess what no response. I then made the effort to call as Aashiqah was ignoring my emails. When I called the call centre I was told that the manager made contact with me in the 11th July and that was nonsense as no one tried calling me. I held on for like 15 min and in that time the store manager called me . I explained to her the issue and I also explained that I don't live near monte thence I can't take the boots back to the same store. She then said she will check the store that's closest to me which is Clearwater. She said she will call the next day to get the codes from me so she could check and guess what I'm still waiting for that call.

0
Replies (3)
Truworths
Truworths's reply22 Jul 2019, 18:28
Official
We acknowledge receipt of your review and appreciate you getting in touch with us. 

We will investigate your concerns raised and will provide you with feedback soon. 

Kind regards,

Truworths Online Team
Truworths
Truworths's reply23 Jul 2019, 08:55
Official
 Thank you for your post. 

At Truworths one of our core values is to provide service excellence at all times. We expect this from management and all staff. We are concerned to hear about your experience and escalated this matter to the relevant Management to attend to. 

We can confirm that the Area Manager has been in contact with you to convey our sincerest apologies, and can further confirm that this matter has been resolved. 

We value your continued support. We encourage you to contact us on 021- *** or e-mail *** if you have any further queries or concerns, and we will gladly assist you.  Kind regards, 

Truworths Online Team
RS
RESHMA S's update23 Jul 2019, 18:54
Reviewer Update
I have received both responses and please confirm or show me proof that the area manager has contacted me. I haven't received any phone call except for the lady that called me whilst I was in hold when I called the customer service line. Terrible and disappointing that I receive a response saying the matter is resolved. If the natter has been resolved, please explain how it was resolved when I am still sitting with 2 pairs of boots that I can't wear. Today even when I call I was told the customer agents have left and they will leave a message for Tanya to call me back because she is dealing with my complaint. I have no idea who tanya is and I've never heard from her but apparently she is handling my case ....shocking. what happened to good customer service and living up to your brand promise????? That does exist for you anymore ????. Why isn't aasiqah replying to my emails???? I guess it's not about customer service anymore or making your customers happy. What happened to the complaints turn around time of getting back to customers and having the matter resolved. Should this not be resolved I will take further steps.