On the 30 ofDecember 2015 i bought a dress at Brooklyn Mall in Pretoria that was on sale, it had no belt that i was aware of and the cashier also indicatedd to me of which i agreed on taking it without a belt.When i arrived home i realised it did not had a zip which made it difficult for me to wear it so i decided to return it to the Grove.The supervisor (TANKI) said i must take it back to where i bought it cause he cannot sell it without a belt.I requested him to contact Broonlyn and commmunicate with them and he bluntly refused.from his side there was no sing of willing ness to assist me, causing he was also not looking at me as if im waisting his time.
from this digusting service experience i just want to be clarified about that service from you if he was in order or not.Is this the kind of service we must expect from your outltets maybe this will give me an idea of the kind of relationship i must have with you.

Hope my concern will be dealt with an attentoin it deserve

C.MABEKA(MISS) 0839603484

Hi there, I have a account by truworths and I settled my balance on my account only to get a sms 2 months later that I'm in arrears. I found out that it was sumthing called "Tru-life" a policy which I never subscribed to. So I paid that balance and phoned in to cancel this policy, was given a reference number but didn't keep it coz I thought that was it. 2months later back in arrears for the same thing. Now I got 2 new reference numbers n they still deducting. Truworths customer care says its not them its Hollard but I must pay their account. Why do they record your calls and give you reference numbers when it can't be used to help you. I'm not gonna pay for sumthing that I ddnt take out.

Hy my name is Miss D T Seloi,I bought a phone from Truworths branch in Easgate jhb n I was assisted by Thomas Malika n the service was very bad he didn't even xplain anything to me then the worst part wen I got home only to find that the fone wasn't even registerd on Rica n I have to wait til they open on the 26th of December coz I bought it on the 24th of December I'm realy very angry n un impressed by the service I got,my number is 0736470334,I even regret why I even bought this phone

I recently used the fashion delivery request service to receive a dress from Truworths Gateway. I was told that I would receive this dress by five working days however the dress has not yet been delivered. I have contacted the store and the customer care several times only to be told that they would get back to me but there was no follow up despite the urgency of the matter. The manager at Gateway informed me that there is nothing he can do about this and I am welcome to complain to the call centre about it. Disappointed in the service, why ask for one to pay extra for the delivery to be done sooner if you cannot deliver it in time?!

on the 20th November 2015, i had a problem with my Sony E1 cell phone that I bought in August the 15th 2015. The Cell Phone was under warrantee and the LCD was gone. I took the phone to the store but until now, 14th December 2015 I haven't received the phone yet. I call the store all the time and I am speaking to Kgomotso who Keeps on saying that she is following up. I need my phone back. The last time i spoke to her she said that the Phone was with Sony. Please help me.


Cell: 083 260 8823 or work 011 795 1645
Email: [email protected] (preferably)


I am not happy at all

I stood in the shop for 30 mins without service.the cashier said she was going to call somebody to help me but didn't

I waited 30 mins to get some help and I asked the cashier to call somebody and she never called anybody

I purchased shoes from Truworths which I loved for my cousins wedding . wore those shoes for half the day due to the discomfort I experienced. I love the shoes but my feet are in so much pain . Spent 500 of my hard money and now when I reported this I am told that because the item has been wore they will not refund me . I am very upset as this is the worst form of customer service


A huge reputable company tells its investors to go screw themselves. I need a response from a store manager as I will not have my money wasted due to low quality . 079 336 7062 Dineo

Truworths have terrible attitude especially with regards to payment. I phoned to request a change in payment terms from 6 months interest free to 12 months with interest and was told it can not be done..with attitude. WHY cant it be done? Payment is still received and with interest. I missed one payment due to unemployment and asked for a payment arrangement for the missed payment and it could not be done, basically demanding the full amount. I requested to also make weekly payments from my weekend job and was told to phone in each week to confirm what I can pay, even after I confirmed an amount with the agent this wasn't good enough and I was still asked to phone in each week. How freaking ridiculous! As far as I am concerned, Truworths charge over the top prices for clothes that do not last! I have bough several hand bags that didn't last longer than 6 months. I have been granted 3 credit limit increases because I have been a good payer and bought frequently, now that I need assistance they can not assist. I am also shocked at all the bad reviews from several customers. I will now close my account with this greedy, self centered company.

Never again will i buy fragrances at Truworths,

The fragrances have no smell at all, you apply it and after a few munites there is no smell. i thought maybe it was the brand so i bought another one, that one didn't have a small as well the consultant told me to get Bvlgari the smell last but believe me no smell.

your fragrances are so expensive but FAKE.

ive been a loyal customer but no appreciation as you selling us fake products..

regards
A Rasegwete
Acc no: 10101108106548
074 769 4401

Good day.. im really disappointed by such a big company.. last year I applied for an account with you guys and you gave me sms feedback that I qualify for close to R2000, well that was way little credit for me to take.. so I didn't collect the account at the store... a year later I discover that I owe you guys money..hell no.. I haven't collected any card and I javent purchased anything from you with any account.. aside from the uzzi boots I bought cash and they didn't even last 3 months. I wrote an affidavit, took it to your branch in Durban The Wheel for you to do internal investigations. But you still have me in the bereau.. you are decreasing my credit score.. I even wanna sue you guys right now...because I couldn't even get my current job because of you.. I owe no one money and fix your thing my ID number is 9212245747086

Good day,

I do hope this complaint gets to the intended recipient but I am certain all will be done to voice my dissatisfaction with the service received from your organization since opening up an account.

It all started when I did not receive statements from you. In the beginning, I was making payment without these statements until I continued receiving snotty calls from your staff demanding payment. When indicating that payment was done, they would respond that it was not enough as it was short by maybe a hundred rand or so. I raised the issue that I was not receiving any statements, then they all would promise to look into it but all in vain.

I asked for the complaints department email address but it's like squeezing water out of a rock because each time I was handed over to a supervisor although I advised this is not what I wanted.

The supervisor would try and help but each case not to my satisfaction as I wanted a simple email address for complaints. When asked why, I outlined the reasons. The staff were very rude, shouting as if I've committed a crime by skipping payment. Refused to listen to the reasons why payment was not made. Very unreasonable and arrogant staff. Obviously someone is at fault. In this day and age, posting statements in my view is just a recipe for disaster. The Postal services are always unreliable. Why not email statements to clients and have proof when it was emailed in case of non payment? I find the service so disgusting that I am considering closing that account.

For such a big organization to fail to have a dedicated email address for complaints is just unacceptable. It's not only a failure in customer service but so ancient. Having made numerous requests, not even once did I get a satisfactory answer.

Same thing happened today. Received a snotty call from one of the agents from your organization. He did not even have the decency of introducing himself and where he was calling from. Went ahead and called me some surname that I do not even know although having phoned me. Very rude! Doesn't take time to listen and demands payment! Disgusting. These idiots needs training. Respect is very important. If you want to be listened to, introduce yourself. Demanding payment will not make me pay but taking time to listen to the reasons why I did not pay will make me pay in future.

So I leant that his name is Wisewell. Very disrespectful. Asked him for an email address so I can email proof of payment, that wasn't good enough from him. So shallow minded he was that he even advised that he was calling to know when I was going to make payment. Did he take time to listen to me? No! Because if he had done so, he would have figured out that there is no proof of payment I was going to send if I had not paid. His conduct was very much below par. I did not appreciate it.

A few days back, got same call with payment demands. The agent was quite calm and collected. Had respect. Spoke to him and advised payment was going to be on Monday 26 October and also took the time to tell him why I had not paid. Owing to non-receipt of statements, he then asked me to speak to a supervisor. The supervisor went on to tell me that I can view my statements on the website with only an account number as will be required. This was not the case. I went to your website and nope; an ID number is required. So I put my passport number being a foreigner with no RSA ID. Nope, system rejects it. A couple of times I try and finally gives up.

Went to festival mall to purchase mobile phones. A very tiring process. It took over an hour to get the phones. Come RICA time, I was told same could not be done in store. Ridiculous! Because I use a passport. I find this unacceptable and discriminative.

So today, spoke to a supervisor after escalating the case about my statements and questioned why I can't get an email address for complaints. Even offered to take my time email her my proof of payment. She seemed uninterested in giving an email address so she offered a fax number which I initially refused. Again, ridiculous! No email address to email her proof of payment? I don't believe that and although I have taken a fax number later, I'm not faxing any documents and Truworths can deal with that. No! If this is how you want to do it then look elsewhere because I don't have the time.

It has now reached a point that I want to close this account. I cannot stand such staff incompetence and abuse. Loosing one client is no big deal for Truworths so yes, I will close it. Besides, you seem to be doing so well even with all these complaints and customers being abused at the hands of your staff. I refuse to take such crap. If this is how you conduct your business, then you can go to hell.

I will take this complaint to all the websites I can find which accepts these complaints. This is just the beginning.

Pissed off customer.

Truworths - 10101111027896


Then i receive this reply from some agent. It left me wondering whether they can read at all or not because none of my queries were addressed. So its ok that their agents call and shout at customers...........

Good day

Please be advised that you can SMS ‘BAL’ followed by your 14 digit account number to 31580 you will receive an SMS update of your balance as well as the available credit on your account.

You can pay your Truworths account online by setting Truworths up as a payment beneficiary on your bank account. For your convenience, Truworths will automatically appear on the bank's pre-defined list of payment beneficiaries.
Please ensure that you use your 14-digit Truworhts account number as it appears on your statement so we are able to match the payment to your account. As your monthly instalment may fluctuate from time to time, we suggest that you monitor your statements to prevent your account from inadvertently falling into arrears.

To find out more about Internet payments, please contact your bank at one of the following numbers:

ABSA 0800 41 41 41
BOE/NBS 0860 13 13 33
Capitec 0860 10 20 43
FNB 0800 111 722
Nedbank 0860 555 111
Permanent Bank 0860 555 222
Saambou 0860 139 555
Standard Bank 0860 123 000
Mercantile Contact local branch
We are sorry if you felt that our collections process was in any way offensive and not handled correctly, and confirm that it was certainly not the intention of our consultants to cause you any unneccessary frustration.

Kind regards,
Charmaine

Customer Services Consultant

Truworths logo

www.truworths.co.za

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---- Original Message ----
From: [email protected]
To: [email protected]
Sent: Thursday, October 29, 2015 08:51:59 PM
Subject: Re: Truworths Account Number: 10101111027896

Dear Wasela,

Thank you for taking time to respond.

I must note however the fact that this issue must be taken to your management as noted major issues regarding your staff conduct below have not been addressed in your response.

The feeling I have now is that it is acceptable for your staff to shout at customers this way which is not happening to me for the first time.

I am a very unhappy customer and am sure I'm not the only one. If this is not the platform, maybe I have to consider other websites to voice my disappointment until something is done to this.

I will take it to whoever listens the fact that Truworths employees are allowed to phone their clients and abuse them this way. The newspapers or whatever.

I want to hear of your action plan because I find this very offensive and unprofessional. One of your agents called me yesterday afternoon. Even though I had dealt with his colleagues in the morning. From the same number, appears there is not even the slightest communication in that department and for me it's unacceptable.

Going forward, I want this account closed so I can give business to those who care about their customers.
I will go to the shop to pay the outstanding amount and have it closed. So what if you have lost one client, your staff don't care.

Thank you.
R,
Edgar

Sent from my iPhone

On 29 Oct 2015, at 13:01, [email protected] wrote:


Good afternoon,

Thank you for your email and allowing us the opportunity to respond.

Upon reviewing your account, we have established that you have spoken to one of our Supervisors with regards to your account query. We can confirm that your account is up to date with a balance of R154.54.

We have inserted the option for you to receive your statements via email in the future.

Kind regards,
Wasela

---- Original Message ----
From: [email protected] [[email protected]]
To: [email protected]
Sent: Tuesday, October 27, 2015 02:36:23 PM
Subject: Truworths - feedback

Feedback from www.truworths.co.za
Name:Mr edgar charuma
Email: [email protected]
Contact number:
Account no:10101111027896
Staff member:
Store name:
Experience:
I have a complaint. I never receive my account statement in time. When your agents call me for payment, i raise this issue but i have encountered some who are very rude and shouts at me like i have committed murder. Something i do not appreciate at all. I just want my statement on time because most times i am outside the country making it impossible to approach a shop to check that. Besides, i should not be asked to go wait in a queue to check my statement. I am a very busy person with lots of travel and mostly outside the country. I was advised recently to log onto the system using my account number but does not work with me. I have tried it numerous times with no Joy. My passport number is XXXXXX which is what i try to put when asked for ID number. I am now on the verge of asking to cancel and close this account because i hate to receive snotty phone calls from your staff some of whom do not have the slightest degree of customer service.

I need to know the way forward on this issue. I love Truworths products but do not appreciate the conduct by your staff and when i ask for an email for the complaints department, no one wants to give that to me. Please check my profile, i am not a difficult person in terms of paying for what i have taken. All i need is a statement on time. The previous statement was only emailed to me on 14 October. Not right.

Where in the terms and conditions does it say that truworths cant't keep a clothing for you for more than 2 days.

Today, 24 October 2015, I closed my Truworths account after 14 + years.

I thanked the staff at the Bedfordview Bedford Centre for their friendliness and professionalism.

But, I just could not handle the ongoing calls from your account department claiming that I did not pay the latest amount and needed to make other arrangements to ensure payment. Explanations and patience from my side were to no avail, the attitude was clear from 3 (three) different call centre contacts: pay up or bail out.

The bigger picture is this: I have always (and I mean ALWAYS - please check my account history) paid more than the monthly amount asked for. I have always (once again, please check the history) paid up what I owed in 6 months time.

I understand we live in difficult times, I also understand YOUR bigger picture, but seriously? Has it EVER been necessary for Truworths to shout at me specifically for non payment?

A casualty of war, I may be, but thank goodness no more phone calls, text messages or emails with attitude. Life in SA is stressful enough right now.

I shall miss the Bedford Centre staff in Bedfordview.

Madelein du Toit

I have been a loyal client to Truworths since I’ve been a teenager (I am 34 now). Truworhts has always been my favourite clothing shop, since the clothes are off good quality and always very fashionable.

Since I’ve been a teenager my mother has spoiled me every year with a birthday present, being clothes from Truworths.

Every year she would send me with her Truworhts card, accompanied with a letter giving me permission to buy on her card, a copy of her ID and my ID. Reason for this being that she can obviously not choose clothes on my behalf. Every year the letter was correct and Truworths had no problem with me buying on my mother’s card.

Yesterday I went to Truworths, chose some outfits for summer and found the most beautiful outfits one of which I was suppose too wear to my daughters price giving, but to my great disappointment the letter of permission was not accepted by your Manager: Shop 72, Diamond Pavilion Mall, Oliver Road, Kimberley, 8301, Northern Cape, South Africa

I pleaded with her but she just refused to assist me. When my mother applied for the account she filled in a form with her ID, her cell phone number etc.

I pleaded to her to phone my mother, but to no avail. My mother is on holiday at the West Coast and is no where near technology to send another letter.

When I asked her if she can keep the clothes for me until my mother returns next week, she simply replied that she may only keep the clothes for 2 days. I almost cried.

In what world is that financially viable for Truworths? I simply can’t understand this and I am extremely disappointed and upset. I felt like she was treating me like a criminal and there were lots of customers behind me in the line. This was a very embarrassing experience for me; I feel that you should teach your Managers to treat your customers with respect. I definitely did not feel any respect coming from her and she made no effort to assist me.

I felt that I should share this experience with you and I hope that you will respond in some way for me to feel that I could ever return to Truworths.

Regards
A very disappointed customer.
Tina van der Merwe

[email protected]

After receiving SMS'e for more than 2 years saying I must activate an account with Truworths and will get R300 in discount vouchers, I eventually did so in February 2015. I made two purchases: 11 March and 12 March. It was then when the R300 vouchers came in dispute and all sorts of terms and conditions came into effect (standing at the cashier obviously with a queue behind me) - terms and conditions that I was not informed about at time of opening account. Turns out, you have to ask them to redeem the voucher (it doesn't automatically happen). And all sorts of other criteria like only R100 per month is allowed, on a minimum spend per purchase, etc etc.

On the 12th of March 2015 my voucher-issue was resolved after the branch (Ladeside Mall, Benoni) called Customer Services. They, in turn, guaranteed me that they will honour the full R300 in discount vouchers on the purchases made the 11th and 12th of March. Matter closed, move on with my life... but, then my nightmare began.... fast forward 5 months and 100's of emails later...final decision by Truworths' Credit Department was to honour R200 only (this was yesterday, after much confusion around whether it would be R100 or R200). Point is: it is not R300 as was promised when I opened my account and when I spoke to Customer Services on the 12th of March.

Today, I get an email (in response to a hellopeter.com complaint) that they are prepared, as a "gesture of goodwill", to give me 2 x R100 vouchers, BUT I must purchase at least R350 worth of goods by end of November and a further R350 by end of December. I do not see this as a gesture of goodwill. I see this as a slap in the face and a sneaky attempt from Truworths to turn an unfortunate situation into their favour by getting a distgruntled customer to spend even more money at their stores. I don't want goodwill and favours, I want Truworths to honour their obligation in terms of the initial vouchers.

In the bigger scheme of things, the amount in dispute is neglible. I have spent more energy on this than what it is worth. But there is a principle to this and because of this, I am taking the matter further.

1) Just how transparent is Truworths in their advertising campaigns? Are customers made aware of the terms of conditions when they open accounts based on these marketing campaigns?
2) Why don't they deliver on promises?
3) Why do they give you the run-around and pass the buck for 5 months? (Is it a tactic to hope you will just leave it? Is that how disputes are dealt with? Is that what a customer is really worth to Truworths?)
4) Why does a corporate such as Truworths, with the amount of resources they have, not bother to get to the bottom of an issue? But rather spend all their time and resources in snubbing a customer, brushing them off with: case closed, take-it-or-leave-it-attitude? Does the customer not at least deserve benefit of the doubt?
5) Why when asked that a matter gets resolved amicably through an internal Truworths process, the request is ignored? Leaving a customer to find (and spend more time, energy and money) other ways to deal with disputes? What could have taken 1 hour has now gone on for 5 months (longer now since I am lodging the dispute externally and at an expense to myself - which none of the vouchers will actually cover in the end)?
6) Is ignoring an initial obligation by replacing it with new terms and conditions really "goodwill" or breach of contract? How is this ethical, or even legal?
7) What is the purpose of the recording conversations, other than when it is to the benefit of Truworths? They decide when and which ones they will listen to and use to their benefits. Stuff the customer.

PS: In the last 5 months, [email protected] ignored all of this (leaving the whole matter to [email protected] - I use email addresses, as this is how Truworths corresponds: faceless and nameless and customer-serviceless. I once asked a person on the phone who I was speaking to her details and she refused to give me her surname (it is not Truworths' policy). But when they want your details for opening an account, they want all your information and they pry into your personal life. When you query something later on, the first thing they ask is: who did you speak to (name and surname), when, where etc. Apparently what goes for the goose does not go for the gander.

Debbie Mortinson
[email protected]

Good day,
I am a very disappointed customer of truworths.
Today I went to pay for my account and to my surprise my debt was R9000 more than what I am aware off.upon enquiry I was advised that someone is using my id to buy on my account.
to my shock this is very disappointing because I am of the opinion that you have a proper verification in place.now I have to run around opening cases and what not due to your incompetence.
I hope someone will invesigate the matter properly.i also demand that I be sent a thorough statement with the actual transactions.

kind regards
MDU NDLOVU

I ordered goods online from Truworths on 9 September 2015. ORDER: EWGS5QHCAY

To date the order has been duplicated, double billed AND not delivered.

I received bad service from Kashifah, Lindelwa and Waagied.
Shannon tried to assist, but was only able to register my complaint Ref 24291. She also preferred to close my account.

Please help. It does not matter to whom I speak, they are unable to help or cancel the sale. They can only cloce accounts

Karin Strydom
Acct 10100164605836
Cel: 083 556 3803

Hi.My name is Mr R Pillay.On 20/09/2015 I went to Truworths at 203 Church Street Pta and ordered a sneaker.I was told that it would be at the store by 28/09/2015 and that I would receive an s.m.s regarding this.On 27/09/2015 I tried calling the branch from 09h00 until 11h00 and the telephone was only ringing.I called the Truworths Customer Care number and was told that they are also trying to reach them on their landline but to no avail.Surely Head Office is suppose to have the contact details on management at their branches.I don't want to go all the way to the store to be told that my goods did not arrive.This is really poor customer service.Truworths should rather spend their money on training their staff then to send s.m.ses
to customers reminding them to make payment after the payment is done.

R.Pillay
0839666195

my name is nokukhanya shoyisa

I bought an mtn white sony experia from Trueworths Musgrave on 20th of September 2015 and within one week the phone was giving me problems, finishing up the battery, and airtime even if there are internet bundles.
I went back to trueworths westreet after going to mtn and checked my phone.at mtn they said no the phone was faulty I must take it back to trueworths. I did exactly that and the guy from trueworths did few things on my phone and said no the phone is ok. on my way home I purchased R30 mtn airtime and I recharged and after an hour the airtime was finished again. i had to go back to trueworths and the lady (malsha) from Musgrave said I must come to Musgrave and I refused because they said I can go to any trueworths if there is a problem since i'm staying in Vryheid, luckly I was still around so I went to west street.
i'm very disappointed to trueworths, they refused to cancel the transactions or give me another phone.im so furious and I'm going to take this far. the world will now that you are selling fake and Chinese phones at R1500 just because its trueworths and fail to satisfy your customers. according to costumers act you must make returns within 7 days and worse now the act has been amended to 15 days.im going to take this far I promise you. and you will pay me every cent I'm going to spend.

I had an account with Truworths I couldn't pay the handed me to their lawyers now I want to pay I keep calling their lawyers with no answer when I tell them they say its my fault

MY NAME IS CHERYL DU PREEZ I HAVE AN ACCOUNT WITH TRUWORTHS LOVE EVERYTHING ABOUT YOU GUYS AND ALWAYS TRY MY BEST TO MAKE PAYMENTS OR GIVE MORE THEN WHAT I SHOULD I HAVE BEEN WAITING A WHILE NOW FOR A CREDIT INCREASE AND SO NEED IT URGENTLY AS I AM 8 MONTHS PREGNANT AND WAS TOLD THATMY LIMIT WILL BE INCREASED UP TO 6500 OR 8500 WICH IS MY CREDIT LIMIT BUT WAS ONLY GIVEN 800 LIMIT PLEASE DONT TAKE THIS AS AN COMPLAINT ITS A REQUEST FROM A MOTHER TO BE PLEASSE UP MY CREDIT LIMIT IT IS URGENT I ALWAYS PAY AND WONT FAIL TO PAY FOR TIME WITH TRUWORTHS AND YEARS BEING A CUSTOMER TO COME THANKS MISS C DU PREEZ CARD NUMBER 101 011 1753 3130

My name is Paul. I'm paying my account 3 days after due date but the smses and emails that I'm receiving are irritating please stop that. I paid R580 on the 9th September 2015 so why still many stupid emails

My name is Tshidi and I have an account with truworths, I undastand my account was in arreas but I have managed to pay them what I owe them, so they have given me a number at 1 of their stores to call but its bin a week now since I've bin calling and have to received help. They keep on telling me they will call me back whenever I call the number.

I am unemployed and don't have money to keep on paying them the debt I no longer have if this is their way of making me pay more.

[email protected]

BIANCA HAVENGA, I AM VERY UNHAPPY WITH TRUWORTHS ONLINE ORDERS SYSTEM, I LIVE IN VEREENIGING IT TAKES THEM 2-3 WEEKS TO DELIVER A PRODUCT/ITEM TO ME AND WHEN WRONG DELIVERY IS DONE THEY DON'T PHONE YOU TO ARRANGE FOR A COURIER TO COLLECT THE GOODS FROM YOU SO THAT YOUR ACCOUNT CAN BE CREDITED. IM A FOSHINI GROUP ACCOUNT HOLDER AS WELL AND DO ONLINE ORDERS WITH TOTAL SPORT AND @HOME AS WELL AND WHAT A PLEASURE IT IS IF YOU ORDER BEFORE 14H00. YOUR ITEMS ARE DELIVERED TO YOU THE NEXT DAY SO I WILL NO LONGER BE DOING ONLINE ORDERS WITH TRUWORTHS. BUT ITS IRONIC IF YOUR ACCOUNT INSTALLMENT WAS NOT PAID HOW QUICKLY THEY CAN CONTACT YOU ON ALL NUMBERS THEY HAVE OF YOU