Truworths Online Service

I have given Truworths a fair and reasonable amount of time to contact me and resolve this query, but to date there has been no resolution, which has left me extremely disappointed.

I made an online purchase on 6 January 2026. One item from this order was delivered on 8 January 2026. I have made numerous online purchases with Truworths in the past; however, this experience has by far been the most disappointing.

I ordered two of the same shirts, at a cost of R460.00 per shirt. To date, only one shirt has been delivered, and the condition of this item is completely unacceptable. The shirt was dirty, and the studs were broken.

Had I been in-store and chosen to purchase an item in this condition, that would have been my decision. However, the person responsible for picking and packing this order deemed it acceptable to send — and charge me a substantial amount for — a damaged and dirty product.

The sole reason for placing an online order was to avoid going into a store. Instead, this has caused significant inconvenience and frustration. I am utterly disappointed that Truworths staff felt it was acceptable to dispatch an item in this condition.

On 19 January 2026, Dee-Hago from Customer Services advised that the item was picked from Truworths Carnival Mall and that someone would contact me. This has not happened. I have since made two additional calls to the Service Centre, where I was advised that the matter would be escalated, yet no one has reached out to me and no further communication has been received.

It is appalling that when payment is required, matters are handled promptly, but when Truworths needs to rectify an error on their side, communication simply stops.

I would appreciate this matter being resolved urgently and look forward to feedback on how Truworths intends to address both the missing item and the unacceptable condition of the delivered shirt.