TRUWORTHS Extremely poor online SERVICE ever !!!!

Subject: Formal Complaint – Extremely Poor Online Service Experience

I am writing to formally express my absolute disappointment and frustration with the service I received from Truworths Online Services.

After being unable to find the product in-store, I decided to place an online order. Unfortunately, this turned out to be the worst customer service experience I have ever had.

I waited three weeks for my product. During that time, I phoned online services repeatedly, but no one was able to assist me properly. Each person I spoke to seemed completely unaware of what was happening with my order. I received no clear answers, no assistance, and no accountability.

When I tried contacting the Somerset Mall branch, the situation did not improve. The phone was not answered professionally, and I was repeatedly placed on hold — more than 20 times — before I could eventually speak to a manager on my 22nd attempt. This is completely unacceptable.

What makes this even more frustrating is that my product had been sitting at the store, and I could have collected it much earlier had someone simply communicated properly.

I am extremely disappointed by the lack of training, communication, and basic customer service standards displayed throughout this entire process. Based on this experience, I will not be purchasing from Truworths online again This level of service is unacceptable and needs serious attention.

Sincerely, Jean-Marie Schmidt