1 reviews | Active since Jan 2010
Truworths just lost a customer of 12 years
I purchased a top from Truworths and wore it no more than 4 times when holes started to appear in the front. I took it to the mall of the south to credit the item. The manager refused to credit me immediately and said he had to send it back to quality control to assess. I was told I would receive feedback within a week regarding whether or not credit would be passed- stating that they probably won't credit the item. He claims that the holes were caused by wearing a belt underneath the shirt. After owning the item for only 5 weeks, I thought that was absolutely disgusting that the fabric was of such poor quality that it could not last such a short duration without falling apart. Two weeks passed and no word from them. I went back in store and he said he had heard nothing from head office -no attempt was made to contact them and check on the progress. A third week passed and I returned to the store to be told that they would not pass credit. Truworths is a pricey retailer, but their items are clearly cheap imports and their customer service equally pathetic. I cut up my card in store and will rather spend my money elsewhere- they don't deserve my loyalty anymore
Thank you for your post.
We acknowledge your frustration in this regard and were truly concerned to read of your experience. The manner in which you were assisted by our store on the day of your visit is not in line with the high service standards we strive to offer our customers and we therefore wish to convey our sincerest apologies for your experience in this regard.
When merchandise presents with a potential quality issue, our process is to assess the item at store level. If the Manager is unable to make a technical decision, the item is sent to our Head Office to be evaluated by our team of Quality Assessors.
We escalated your concerns to the relevant Store Manager and were informed that your garment was assessed by management in store who declined the return as the defect on the garment is not a result of a manufacturing fault. As you were not happy with this decision, we believe that the manager has contacted you and has requested that you return to store with the garment for it to be sent for the mentioned assessment.
We trust that we have adequately responded to your query and apologize for the delay in our response.
Kind regards,
Lynn
Thank you for your post.
We acknowledge your frustration in this regard and were truly concerned to read of your experience. The manner in which you were assisted by our store on the day of your visit is not in line with the high service standards we strive to offer our customers and we therefore wish to convey our sincerest apologies for your experience in this regard.
When merchandise presents with a potential quality issue, our process is to assess the item at store level. If the Manager is unable to make a technical decision, the item is sent to our Head Office to be evaluated by our team of Quality Assessors.
We escalated your concerns to the relevant Store Manager and were informed that your garment was assessed by management in store who declined the return as the defect on the garment is not a result of a manufacturing fault. As you were not happy with this decision, we believe that the manager has contacted you and has requested that you return to store with the garment for it to be sent for the mentioned assessment.
We trust that we have adequately responded to your query and apologize for the delay in our response.
Kind regards,
Lynn