Truworths customer service and area manager offers zero support

During Black Friday sale 2025, I purchased linen for R170 from Loads of Living at Mall of Africa. The trainee staff put my purchase on a 6mo account instead of allowing me the option to pay cash, which was my plan. Said she made a mistake and I didn't make a problem of it (though I was irritated by HER deciding for my budget) so I enquired if it was zero interest. She said yes.

Statement arrived with a charge of R66 for annual fee! - that's 38.5% of my purchase!! When I started the enquiry regarding this charge I was told it's in my pre-agreement. I lost my copy during two house moves so I asked for a copy. Loads of Living escalated my enquiry to Area manager who made an excuse for the staff putting my purchase on a 6mo account and told me to contact the Truworths store for my pre-agreement copy.

In between life, moving house, work and health issues I had been calling Truworths Mall of Africa for some time. Their call inbox was full and not being picked up. If you try now, you'll likely get the same message.

I eventually drove 2 hours to the branch when I had work in the area. Store manager Penny Khosa said all records are with Cape Town office. She called customer service from the store, we spoke to Noluthando who took my details and promised to call back with a copy of my pre-agreement. To date, no call from her.

I called Penny back, who said she can't assist but referred me to Sivashen Moodley who will assist me. I carried out my own customer service numerously by following up with him, but still no call back even though he was 'liaising with head office'. I realized, neither Penny nor he had my taken my account or phone number to do this so-called follow up.

5 Days ago I emailed *** requesting a copy of my pre-agreement with a FULL Account of my numerous attempts to get help, with dates and names. I received an auto response that they'll be in touch within 48 hours. After 48 hours I resent the mail. Again. Same auto response.

In the meantime, Truworths is sending me statements that my account is in arrears and have now added interest including a message that "The Annual Service Fee will be charged at R72 p.a from 04 May 2026". So does it mean I pay R66 as well as R72? Including the interest, balance on my account etc all while NOT getting assistance from them? 1. Questionable 'annual fee' for a 6month account. Annual is 12 months, not 6. Rather say account fees for ALL account details types. 2. No assistance for copy of pre-agreement 3. Untrained staff causes error and no consolation support for the customer 4. Area manager and store manager lends zero support 5. Emailing Truworths serves no purpose. They DON'T call back.

Truworths your customer service doesn't just suck, it just doesn't exist. Your customer service, your store manager, area manager are useless or taught to be of no value to the customer. You behave like the *******ed in this country! No wonder your Trust Score is 2.7! Here's a rough breakdown from the reviews: 5-star: 28% 4-star: 0% 3-star: 5% 2-star: 5% 1-star: 62%