1 reviews | Active since Sept 2019
Truworths not honouring voucher
I received a voucher from Truworths worth R100 to use on R100+ spent on my account at Truworths
I bought two items. One to the value of R290 and one to the value of R299 and presented my voucher. My voucher was redeemed.
After I fitted the items again at home I decided to return one of the items. The item I kept was priced R290. So I still bought an item to the value of R100 or more as the voucher stipulated.
In the shop I was told that I now lost the voucher as I returned an item and the voucher could not be reprinted.
I explained that I do not want the voucher reprinted. I returned goods to the value of R299 on a transaction of R589 on which I received R100 discount. The voucher limitation was that I buy for R100, so this was done within the time frame when the voucher was valid.
I asked the store to phone headoffice. The lady at headoffice reiterated that the voucher has expired and she cannot reprint it. THAT IS NOT WHAT I WANT!
I inboxed Truworths and explained the situation in depth. Same answer.... voucher can not be reprinted.
This is not acceptable to me and as I see it as a matter of principle that a business honours its promises (as per voucher terms of use) I decided to turn to this forum to air my grievance.
This is not on Truworths. Then rather do not send vouchers to clients to lure them to buying.
We acknowledge your frustration and escalated your concerns raised to the relevant department.
We were advised that one of our consultants has been in contact with you via our Facebook page, and are pleased to confirm that this matter has been resolved.
We hope that we were able to adequately attend to this matter. Should you require any further assistance with any other matter of concern, please contact us directly on *** or via email on *** and we will gladly assist.
Kind regards,
Truworths Online Team
We acknowledge your frustration and escalated your concerns raised to the relevant department.
We were advised that one of our consultants has been in contact with you via our Facebook page, and are pleased to confirm that this matter has been resolved.
We hope that we were able to adequately attend to this matter. Should you require any further assistance with any other matter of concern, please contact us directly on *** or via email on *** and we will gladly assist.
Kind regards,
Truworths Online Team
Yes I received several replies, and it seems that the voucher will be honoured.
What irks me though, is the wording of the reply :
"Hi Suzette, thank you for allowing us the opportunity to respond. We can confirm that once an item is returned after the voucher has expired, the voucher is forfeited. However, as a gesture of goodwill, we have requested for the voucher to be manually redeemed on your account. Thanks."
This is not the point. It is not a "gesture of goodwill" to redeem the voucher. This is what was supposed to happen all along.
At every other retailer that is how a voucher works.
Still not sure if you grasp what my concern was.
But, thank you for taking the time to attend to the matter.
Regards
Suzette Viviers
Yes I received several replies, and it seems that the voucher will be honoured.
What irks me though, is the wording of the reply :
"Hi Suzette, thank you for allowing us the opportunity to respond. We can confirm that once an item is returned after the voucher has expired, the voucher is forfeited. However, as a gesture of goodwill, we have requested for the voucher to be manually redeemed on your account. Thanks."
This is not the point. It is not a "gesture of goodwill" to redeem the voucher. This is what was supposed to happen all along.
At every other retailer that is how a voucher works.
Still not sure if you grasp what my concern was.
But, thank you for taking the time to attend to the matter.
Regards
Suzette Viviers