Waiting on a miracle

I placed an online order with Truworths on 26 August, and I am still waiting for one of the packages, despite Truworths advertising a delivery timeframe of 5–7 working days.

I have contacted the call centre four times and also sent emails regarding the missing item. Each time, I have been told that the matter would be escalated with the courier, yet I have never received any follow-up or feedback after these escalations.

I was also advised by one of the agents that there is apparently a dispute between Truworths and the courier regarding whether the package was actually handed over for delivery. Meanwhile, Truworths' website continues to show the status as “Your item(s) have arrived at our courier.”

What is particularly disappointing is the complete lack of proactive communication. After four follow-ups, I am still having to chase Truworths for answers, with no one taking ownership of resolving the issue or providing feedback.

Delays can happen, but the lack of communication and accountability is unacceptable. Customers should not have to repeatedly contact the company to find out what is happening with an order that has already been paid for.