1 reviews | Active since Nov 2016
Truworths Contact center appalling service
<p>This is the worst expirience I have ever had.</p> <p>I logged on to the the online shop www.earthchild.co.za to but some kids clothing since I did not get what I wanted in the brick & mortar shops on friday "Black Friday".</p> <p>The portal required that I first register before I can be able to purchase the selected items.</p> <p>Due to the Payfast site that allows for safe payment blocked on our company network I could not finilize the payment.</p> <p>So I opted to use my mobile phone to log in the http://www.earthchild.co.za/ portal and complete the purchase.</p> <p>surprisingly enough I coould not log into the portal using my mobile phone. I tried logging in again using my PC, and it worked. SO I decided to change the password just to make sure that I am using the correct password. This still didnt work, I tried 4 more times and I was still getting the error "incorrect password or username".</p> <p>I then decided to contact the support center on the listed number on the site - +27 81 ********** . I got through to a gentleman whose name I didnt get who advised that I contact ********** 601 which is the Truworths contact center. I explained my situation that I cannot log in the system with my account when using my mobile phone but I can log in using my PC, so I require urgent help as i need the clothing delivered latest friday. They advised that I send an email to their support team which takes upto 48 hours to come back. And I was advised that if I dont have an account with Truworths I cannot make any purchases. which doesnt make any sense. I then asked to speak to the manager, the lady put the phone on hold and hung up</p>
Thank you for your post and allowing us the opportunity to assist.
We are concerned to read of your experience as this is certainly not the level of service we wish to provide our customers. We therefore sincerely apologize for the manner in which you were assisted and have raised your concerns with the relevant Call Centre Manager to address this matter with the consultants involved.
We have liaised with the relevant department who confirmed that we experienced no system errors on the day of your post and we have attempted to call you to confirm the error you are receiving.
We were unfortunately unsuccessful in our attempts and therefore sent you an email in this regard. We trust that we will be able to successfully resolve this matter upon receipt of your response.
Yours in service,
Truworths Online Team
Thank you for your post and allowing us the opportunity to assist.
We are concerned to read of your experience as this is certainly not the level of service we wish to provide our customers. We therefore sincerely apologize for the manner in which you were assisted and have raised your concerns with the relevant Call Centre Manager to address this matter with the consultants involved.
We have liaised with the relevant department who confirmed that we experienced no system errors on the day of your post and we have attempted to call you to confirm the error you are receiving.
We were unfortunately unsuccessful in our attempts and therefore sent you an email in this regard. We trust that we will be able to successfully resolve this matter upon receipt of your response.
Yours in service,
Truworths Online Team