1 reviews | Active since Mar 2017
WORST SERVICE EVER FROM TRUWORTHS EAST RAND MALL!!!
<p>What was suppose to be the happiest time in my life, turned out to be the worst time, because of the service rendered to me by truworths ERM.</p> <p>I purchased a wedding band at truworths ERM, the salesman assured me it was gold and silver. I took it straight to safe (not going to wear it until due date). Finally wore my ring and within 7 days the ring turned black. I immediately took it off reboxed it and took it back to the shop, they advised me that the jewellery repairs are closed for December I should come back in January. I took it back on 06/01/2017 and I spoke to Christine (store manager at ERM) who has given me the WORST customer service ever. She told me that she's going to send it in for repairs but I told her that I do not want the ring anymore because it's not real gold (real gold don't turn black) She then told me very ubruptly that " we don't sell real gold, we sell bonded gold" If I knew it was bonded gold, I would not have bought it, furthermore you are suppose to inform/advise your customers that it is not 9ct gold. I left the ring with Christine and with no communication or updates, a random sales lady phones me on the 27/01/2017 (no communication since the 06th) to collect my ring. I went in the same day only to find that the ring is still BLAC**** I spoke to Christine again and told her "I DO NOT WANT THE RING ANYMORE" and she said she'll speak to Bronwyn at head office and get back to me, with an attitude, I left the shop waited another 4 weeks and decided to go in myself on the 24/02/2017 as Christine did not even bother to call me to update/advise what is happening. When she finally came to speak to me, she told me that Bronwynn said she will not credit my account, as there is nothing wrong with it, they cleaned it. I told her, you sold me the ring under false pretences, why would I buy a bonded gold ring as a wedding band that i am going to wear forever, and it's going to turn black every week, not once did the consultant tell me it's bonded gold. Christine did not even apologise once, she was extremely rude and just wanted to get rid of us and repeatedly said Bronwyn said she will not credit my account. I have been a loyal customer of yours for many years and yet this is how you treat me. I am now paying for a ring that I'm not wearing, with interest that goes up. (bought a new ring in the interim). All that your ERM truworths staff can tell me, WORST COMING FROM A MANAGER, there is nothing wrong with the ring because they told you it's bonded. Do you not send your managers on "service curruculum" on how to treat customers fairly, how to speak to them and how to handle complaints, HOW TO COMMUNICATE AND KEEP CUSTOMERS UPDATED AND POSTED ON QUERIES OR COMPLAINTS, Christine is not taking ownership and keeps blaming a "Bronwyn"</p> <p>I do not want this ring, I want my account credited.</p> <p>Please do not buy any rings from truworths if you want 9ct gold because it's not. Not one of their tags says it's bonded (took pictures) please be carefull and it you have any queries rather not speak to Christine (store manager of ERM) as she does not know how to deal with customers and shows no respect to us, YET SHE'S A MANAGER. What example is she for the rest of her staff or are you willing to lose customers and possibly send new customers to the shop next door!!</p> <p> </p> <p>If anyone is capable at truworths, please sort out this problem!!</p>
Thank you for your post.
We sincerely apologize for the delay in our response.
Upon receipt of your complaint we immediately escalated your query to the relevant Area and Regional Managers to investigate and address this matter.
It was established that on the day of your purchase there had been signage, on the display unit in store, indicating that the gold jewelry is bonded gold. When the ring was returned to store the Store Manager assessed the item and as it was not in its original condition we believe that the manager informed you that it would need to be sent for further assessment by our Quality Assurance Department. The assessment was concluded and no manufacturing fault was found, the store was however instructed to clean the ring. Despite attempts by the Store Manager and Fine Jewelry consultants to contact you in this regard, they had been unsuccessful in their attempts and we believe that you were informed of the outcome following your visit to the store.
We acknowledge your frustration however regret that we are unable to assist with a credit or refund on the ring and kindly request that you collect it from the store at your earliest convenience.
We understand that we may not have met your expectations in this regard however we hope that you will be able to perceive and accept our stance in this matter. Please accept our sincerest apologies for any inconvenience caused in this regard.
Sincerely yours,
Truworths Online Team
Thank you for your post.
We sincerely apologize for the delay in our response.
Upon receipt of your complaint we immediately escalated your query to the relevant Area and Regional Managers to investigate and address this matter.
It was established that on the day of your purchase there had been signage, on the display unit in store, indicating that the gold jewelry is bonded gold. When the ring was returned to store the Store Manager assessed the item and as it was not in its original condition we believe that the manager informed you that it would need to be sent for further assessment by our Quality Assurance Department. The assessment was concluded and no manufacturing fault was found, the store was however instructed to clean the ring. Despite attempts by the Store Manager and Fine Jewelry consultants to contact you in this regard, they had been unsuccessful in their attempts and we believe that you were informed of the outcome following your visit to the store.
We acknowledge your frustration however regret that we are unable to assist with a credit or refund on the ring and kindly request that you collect it from the store at your earliest convenience.
We understand that we may not have met your expectations in this regard however we hope that you will be able to perceive and accept our stance in this matter. Please accept our sincerest apologies for any inconvenience caused in this regard.
Sincerely yours,
Truworths Online Team