Truworths Online Poor Customer Service and Delay in Order

An order was placed on 2 November, for which I received a confirmation email on 3 November stating that my order would be processed within 3–7 business days. The first batch of the order was received on 5 November.

As of today, the 8th business day, the remaining items have not been received, and I have received no communication regarding the delay. When I contacted your customer service, I was transferred to the online purchases department, where I waited 15 minutes before speaking to an agent. Upon inquiring about the delay, I was told my order is “en route,” and when I asked why no communication was sent to explain the delay, the agent stated it was “not her responsibility” to notify me and ended the call abruptly.

Having worked in the retail industry for 9 years, I find this level of service completely unacceptable. While delays in order fulfillment are understandable, the lack of proactive communication and the dismissive attitude of your staff is unprofessional. Customers should be informed and updated in a timely manner and treated with respect.