1 reviews | Active since Dec 2013
Unhelpful and not customer focussed
On Friday 6 March I visited the Clarens Counter and a very friendly Clarens consultant by name of Catherine assisted me. I wanted a foundation and she app**** a colour which was too light. We tried a different colour and with the lights in the shop it really looked like the fitting colour. The lights in the shop is very deceiving and portrays a very different look. On Saturday morning I tried a small amount (not even as big as a 1 cent piece) and saw that the colour was TOO dark. I rushed back to the shop to try to exchange and found the consultant was off. I requested the manager to assist and she was extremely unhelpfull and would not exchange the product. I paid R415 and kept on saying that they cannot resell the product as I have used it. I do understand but to just stand back and look at me with a tired looking expresion!!!! I later called in by phone spoke to Boipelo (clarens consultant) on duty who promised to call back and am still waiting. Out of principle will not go back there ever and will post this on facebook for all
At Truworths, we pride ourselves on being a retailer of international standards and we go to great lengths to ensure that our customers are presented with the highest levels of customer service excellence at all times.
As we were concerned to hear of this matter, we escalated your concerns to the relevant Manager. We were informed that the cosmetics consultant in question took you through the various shades of foundation and that you tested the colour you decided to purchase prior to the transaction taking place.
After purchase, you opened the product and it is therefore no longer in a resalable condition. As per our Returns Policy, you were correctly advised by the Manager that they would not be able to exchange the item for you.
Your concerns have been escalated and we are pleased to confirm that this matter has been resolved. Should you have any other queries or feedback, kindly contact us on *** or e-mail ***.
Kind regards,
Charmaine
At Truworths, we pride ourselves on being a retailer of international standards and we go to great lengths to ensure that our customers are presented with the highest levels of customer service excellence at all times.
As we were concerned to hear of this matter, we escalated your concerns to the relevant Manager. We were informed that the cosmetics consultant in question took you through the various shades of foundation and that you tested the colour you decided to purchase prior to the transaction taking place.
After purchase, you opened the product and it is therefore no longer in a resalable condition. As per our Returns Policy, you were correctly advised by the Manager that they would not be able to exchange the item for you.
Your concerns have been escalated and we are pleased to confirm that this matter has been resolved. Should you have any other queries or feedback, kindly contact us on *** or e-mail ***.
Kind regards,
Charmaine