1 reviews | Active since May 2018
Truworths bad customer service
I have never came across such a horrible service and lack of ability to resolve a complaint in my life, I bought a watch from Truworths store in Somerset west mall on the 26-04-2018, I discovered later that day that the back cover came off and not closing and I went back to the store, where I reported the matter with Sadre Savory who I think was a manager on duty and made funny remarks in front of other fellow customers on how Truworths wouldn't sell such a watch and went to go tell her manager that the watch is not on its original condition and refused to exchange the watch while it was in its original condition that I bought it from, I then left the store without receiving the needed assistance, I called customers care and opened a complaint on the 3 May 2018 same day I was at the store, yesterday I received a call from the area manager (Mr Paulsen) of Somerset west who also failed to help and referred the matter to his manager Carlos, who via telephone also failed to assist me instead insisting that I should return the watch to the store for him to assess never mind the inconvenience of me returning to the store to be humiliated by his staff, he suggested that I return the watch to a nearest store to my home So that he can get the watch I asked him why doesn't instruct the manager of that store to verify the watch and report to him, he said the manager is not qualified to assess the watch I then requested a meeting with him which he plainly refused to meet me and make a decision on the spot because I m tired of being given a run around by Truworths while their policy says return or exchange within 14 days from the date of purchase, I pointed out that I m intending to close my account as soon he resolved the issues as per my request but again he couldn't be bothered to be losing a customer. Such arrogance matches none in the world.
Thank you for your post.
We acknowledge your frustration at not being able to have the mentioned watch credited.
Our Returns Policy allows a return or exchange on fine jewellery, which includes watches within 14 days from the date of purchase, provided that the original invoice or gift receipt, in the case of a gift, is presented on return as proof of purchase.
However, in cases where a manufacturing fault is suspected, the item may be returned within six months from the date of purchase, and would need to be assessed.
As advised in store, and by both the Area Manager and the Regional Manager, the watch needs to be assessed before a conclusive decision can be made regarding the outcome to your query. We confirm that we have on numerous occasions requested for the watch to be returned to the store, in order for it to be evaluated. We will only be able to address your concerns if we have the watch in our possession. We verify that we will not be able to further assist regarding your concerns raised until you allow us the opportunity.
We thank you for bringing this matter to our attention; however, trust that you will be able to accept our stance in this regard.
Kind regards,
Truworths Online Team
Thank you for your post.
We acknowledge your frustration at not being able to have the mentioned watch credited.
Our Returns Policy allows a return or exchange on fine jewellery, which includes watches within 14 days from the date of purchase, provided that the original invoice or gift receipt, in the case of a gift, is presented on return as proof of purchase.
However, in cases where a manufacturing fault is suspected, the item may be returned within six months from the date of purchase, and would need to be assessed.
As advised in store, and by both the Area Manager and the Regional Manager, the watch needs to be assessed before a conclusive decision can be made regarding the outcome to your query. We confirm that we have on numerous occasions requested for the watch to be returned to the store, in order for it to be evaluated. We will only be able to address your concerns if we have the watch in our possession. We verify that we will not be able to further assist regarding your concerns raised until you allow us the opportunity.
We thank you for bringing this matter to our attention; however, trust that you will be able to accept our stance in this regard.
Kind regards,
Truworths Online Team