Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Truworths presents a sharply divided experience. In-store consultants earn frequent, named praise for warmth and effort, lifting Customer Service & Support (2.9) above every other theme. Beyond the shop floor, however, customers consistently describe breakdowns in online fulfilment, credit reporting and post-purchase resolution. Recurring themes include parcels stuck with couriers, settled accounts still listed as in arrears, and exchanges refused on policy technicalities.
Top Strengths:
- •Customer Service & Support: Customer Service & Support (2.9) is carried almost entirely by individual consultants. Reviewers name staff at Clearwater, Mall of the South, Birch Acres and MooiRivier who source stock, style outfits and trace lost slips, offsetting widespread complaints about managers and call centre agents.
TrustIndex
2.5
NPS Score
-67
Recommended: Unlikely
Oct '25 - Sep '26
Frequently Asked Questions About Truworths
What do customers say about Truworths?
Based on recent customer reviews, Truworths presents a sharply divided experience. In-store consultants earn frequent, named praise for warmth and effort, lifting Customer Service & Support (2.9) above every other theme. Beyond the shop floor, however, customers consistently describe breakdowns in online fulfilment, credit reporting and post-purchase resolution. Recurring themes include parcels stuck with couriers, settled accounts still listed as in arrears, and exchanges refused on policy technicalities.
What is Truworths's biggest strength?
Truworths's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customer Service & Support (2.9) is carried almost entirely by individual consultants. Reviewers name staff at Clearwater, Mall of the South, Birch Acres and MooiRivier who source stock, style outfits and trace lost slips, offsetting widespread complaints about managers and call centre agents.
What are the most common complaints about Truworths?
The most common complaint about Truworths, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds, Returns & Consumer Rights (1.2) is described as adversarial. Customers report a rigid 30-day window applied to manufacturing defects, gift exchanges refused without the purchaser's card, cellphone repair loops running weeks, and quality assurance assessments that never return feedback.
Is Truworths trustworthy?
Truworths has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 635 reviews in the last 12 months. Hellopeter has tracked Truworths across 8,185 total reviews. How is the TrustIndex calculated? →
Recent reviews (635)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2019
Exceptional experience
I am a regular at Truworths Westgate mall and I have to say everytime I go there the service is exceptional…always a smile always willing to help and so patient…the store is clean and tidy and it's a pleasure shopping there
1 reviews | Active since Oct 2019
Exceptional experience
I am a regular at Truworths Westgate mall and I have to say everytime I go there the service is exceptional…always a smile always willing to help and so patient…the store is clean and tidy and it's a pleasure shopping there
1 reviews | Active since Apr 2014
Bad experience
On Saturday, I visited Truworths on Durban West Street, the large store. The staff on the floor were unprofessional and maintained a curt attitude when I sought assistance, as if they were doing me a favor rather than performing their duties. The queue at the cashiers was lengthy, with only one cashier available. Overall, the experience was very disappointing.
1 reviews | Active since Apr 2014
Bad experience
On Saturday, I visited Truworths on Durban West Street, the large store. The staff on the floor were unprofessional and maintained a curt attitude when I sought assistance, as if they were doing me a favor rather than performing their duties. The queue at the cashiers was lengthy, with only one cashier available. Overall, the experience was very disappointing.
1 reviews | Active since May 2025
Thank you Winnie for your beautiful service since I started coming to the shop you always helped ...
Thank you Winnie for your beautiful service since I started coming to the shop you always helped me with a smile. I really appreciate your service keep it up definitely coming back again😊
1 reviews | Active since May 2025
Thank you Winnie for your beautiful service since I started coming to the shop you always helped ...
Thank you Winnie for your beautiful service since I started coming to the shop you always helped me with a smile. I really appreciate your service keep it up definitely coming back again😊
1 reviews | Active since Sept 2026
I was at clear water mall and I was helped by a lady called Tshirema Thabelo
I was at clear water mall and I was helped by a lady called Tshirema Thabelo. She was so amazing and bubbly at the same time. She helped me choose my clothes and was very patient with me
1 reviews | Active since Sept 2026
I was at clear water mall and I was helped by a lady called Tshirema Thabelo
I was at clear water mall and I was helped by a lady called Tshirema Thabelo. She was so amazing and bubbly at the same time. She helped me choose my clothes and was very patient with me
1 reviews | Active since Feb 2014
Unhappy customer
Senior staff disrespected me and left without helping me !
1 reviews | Active since Feb 2014
Unhappy customer
Senior staff disrespected me and left without helping me !
1 reviews | Active since Jul 2013
Went into Watercrest Mall Truworths to fetch and online order.b. 1 cashier queue, he failed to scan my goods properly so went thru the exit with the alarm going off. Security moving at speed to confront me.......Manlageress yo busy at 16h00 with a cash up to open the glass cabinet for me to earrings. Was tied I could wait!! Seriously not worth the aggrevation.
TRUWORTHS WATERCREST MALL. NOT WORTHWHILE GOING THERE APPALLING SERVICE. Not
1 reviews | Active since Jul 2013
Went into Watercrest Mall Truworths to fetch and online order.b. 1 cashier queue, he failed to scan my goods properly so went thru the exit with the alarm going off. Security moving at speed to confront me.......Manlageress yo busy at 16h00 with a cash up to open the glass cabinet for me to earrings. Was tied I could wait!! Seriously not worth the aggrevation.
TRUWORTHS WATERCREST MALL. NOT WORTHWHILE GOING THERE APPALLING SERVICE. Not