Truworths Head Office
1 Mostert Street,
PO Box 4775, Cape Town, ZA 800
Truworths Customer Service
Phone: 0861 878 967
Phone: +27 21 460 2300
Email: services@truworths.co.za
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About Truworths
Truworths is a leading South African fashion retailer, founded in the year 1917. Headquartered Cape Town, the company operates over 650 stores in South Africa and 40 in the rest of Africa. To locate a store nearest to your address click here. Truworths is ranked among the top 40 largest companies listed on the JSE Socially Responsible Investment Index. It currently boasts of more than 2.4 million customers.
Truworths operates an ecommerce division where users can shop by category or brand. Categories span tops, bottoms, jackets, shoes, bags and accessories. Every product listed come with details of price, color, description and size. Payment for purchases on Truworths can be made through debit/credit cards and Internet Banking. Shoppers can also post payment to mail. View or manage your orders by signing in to your account online.
If you are not happy with your product you can return same within 7 working days. Products must be returned in original and unused condition. For more information or queries on payment, refund, cancellation, shipping, warranty or others, reach the Truworths customer service via phone or email.
Truworths has the most unhelpful customer services. After sending numerous email to sort out a payment issue I have not received any reply from them and this is going back to March 2020.
According you your records I am in arrears of 930. 00. excluding interest. I have paid this in 3 driffent payments of 310.00 to a bank account I found on the truworths website and send the poof of payment to pop and 2 of your team leaders. I have called your customer service over 50 times some promised to call me back and never do.
I am very disappointed with Truworths. I bought clothes with my bank card after 9 days they took the money again from my account. I never even received an apology from them after I sent an email not even a response from finance section acknowledging my email. This is poor customer service and will be cancelling the account I have with them.
I have opened an account with you three months ago, but now Ive lost my original identity document. As a result I’m only using a temporary identity and every time I go to one of ur branches I’m being told that it is impossible to purchase without a temporary ID, bt I keep getting smses. I don’t know what to do anymore. I recently gt a purchasing card bt I’ve lost all hope cos I know I’ll be denied my purchasing right using a temporary ID, please help.
Hello, On the 15/08/2020 I applied for an account with Truworths which was approved. On the 16/08/2020 I went to the store at Chatsworth Centre only to produce my ID which was automatically declined because of the look of my ID which i do admit is not in the best of state however I’ve been using it now for 10 years and have never had any issues. she than defaces it completely by pulling along the spine telling me that I have to Prove its my ID and her manager would not accept it .
Im totally annoyed at the service from the staff especially the cashier . the manager was on lunch and could not be disturbed. thanks to her I now can not use my ID anywhere.
Completely pissed off
I am struggling to link my card for online shopping the store keep telling me to press link your card but here is no option I’ve sent emails to customer service but no response
I write with grave disappointment.
On Saturday 30 May I received part of the above order. Upon enquiry on Tuesday 02 June, I was informed that the remainder of the order had been delivered on Monday 01 June and someone signed for it. This package was in fact NOT delivered to me. I never received it.
I have been calling your online call center every day since 02 June and I get only empty promises that someone will get back to me and that the matter has been escalated.
I’ve been a truworths account holder for many years and have been faithfully purchasing from truworths even before I had an account.
The conduct of your agents over the past week has been disappointing, to say the least.
Somebody needs to take accountability so that I the end user do not feel like just a number, which is the case at the moment.
I’m so disappointed with the customer service I got from Maponya mall truworths,I have had an account with you guys for more then 7 years,never disappointed with paying my account,I purchased 3 cellphones with my account on the 7June declined cause I have not used my account since 2019,I’m account was fully paid,I fail to understand how does it work this means I must purchase things even if I’m not in need of them ?& why is it I get SMS that I’m invited to shop with truworths every month I have enough credit but you never mention I cnt purchase what I want and I’m not happy with customer service I got from the manager in store she didn’t care to explain to me why I’m declined from purchasing phone she was on about how she’s hungry clearly I’m not worth it as a customer in Truworths Maponya
Hi
I bought 2 Huawei Y5 Lite phones from Truworths Liberty mall on the 18th of May and when I got home my daughter said it’s the wrong phone, she wanted Huawei Y5 2019.
We went to Truworths the next day and were told by an Indian consultant they won’t take it back because they are registered in my name. Now I’m sitting with 2 phones that my daughter don’t like and she complains everyday saying she’ll never buy from Truworths again.
Is it a good customer service to deny the customer to return a product after she bought it by mistake?
I’ve been your customer for years and this is the first time I’m being treated like this. And I’m thinking of paying off my account and close it if Truworths treat their customers in this manner.
I have an account with Truworths Kuruman.What I dont get is that all the other clothing shops immeciately supply their banking details,on line,except Truworths.this is really a nuisance.why cant you just put it on line like all the others?or dont you want payments,but still call your clients n 1000x a day.I am really disgusted with Truworths.all the other clothing shops send messages that they understand the lockdown situation and that some people didn’t receive any type of salary and that one can make a payment when possible.but not you people.you understand nothing.you just want you payments whether your clients received salary or not.
I am struggling to pay the account due to the lockdown. I have managed to pay my other accounts as they gave me their account numbers, except Truworths. I have received a message that say I can pay via the link. Unfortunately when I try to pay, the link say I should only pay with Credit or Cheque while I’m using a Debit card. The option of us going to the ATM, Woolworths or Pick n Pay is not assisting at this time of pandemic. Kindly assist us with your banking details or allow us to pay after the lockdown without any interest.
I am absolutely appalled that such a renowned company can be so incredibly incompetent!
I placed an online order on the 2nd of February, it is currently the 19th of February and still my order hasn’t reached. Each time you call to make a query, the customer services people seem ever so blase about it. Statements are sent prior to the 20th, but service delivery doesn’t seem to gain the same importance. This isn’t the first time this has happened with Truworths! It is simply unacceptable! The worst online shopping experience ever!
I have a problem, i went to vredenburg mall to purchase a white top which I got but a smaller size and asked the lady that worked there if she could ask other shops, she said I don’t have an account with them so she can’t help me, she said I could take a photo of the price tag and phone other Truworths in Cape Town I could get the number on Google. Is this how the customers treated in Truworths or am I special??? I’ve had the same problems with other shops of not getting the size I wanted but they called around and called me back to get what I wanted, why do we have to Google and ask around ourselves in Truworths???
I am a customer at the Liberty Mall Truworths in Pietermaritzburg on the 3 of August I went in to pay my account. While there I picked up a few dresses by that time my 2year old granddaughter became crabby so I asked the guard if he could keep my stuff as it was the last size so I put in on a rack behind him then he put his hand out for me to give it in his hand . after I hung it this was to distract me coxhe saw who took my bag which had R46000 in it ..My bag was stolen in front of the store security guard ..I checked the mall camera it clearly shows that I went out with out it I asked the manager Timbaka to see footage inside the store an she said they don’t have any Cameras in the store I am disgusted with the way I was treated for god sake I am a pension an I was robbed in the store and I did not get any help I really need answers I even told her I am going to write up to Hello Peter an also put it on FB it was just like ya…. Need answers pls???
Yesterday the 24th of June 2019 at about 16:30 I was at Truworths The Glen at the shoe department. Firstly, I waited for a while to get assistance & the shop was not even full, there was hardly anybody.
Eventually the security came and called someone to assist me.
I was assisted by Vusi Tshabalala to get me the boot that I wanted and when I told him to put the boot inside the box, he refused and told me told to say please, he started shouting me and called back the security to assist me, he shouted..”Come help your customer”.
I walked away especially since I was tired & I am 8 months pregnant. I hardly go the the shops lately, but my daughter needed the boot. I ended buying it Woolworths because I was not going to be humiliated like that.
I reported the incident to the Store Manager but I could that she wont do anything.
You should go look at the cameras, that boy is rude, arrogant and abrupt to work at at store. I have never been so humiliated at a store.
Can you please address this & provide feedback.
Regards,
Noloyiso Mokemane
I was at the Truwards store over the weekend, I paid my account and wanted to buy a body mist, well let me tell you about my experience, I received an R100 voucher to use and the sales lady explained to me why dont I take a nice gift pack instead of the body mist. I then decided that I will indeed do that, whilst we were busy talking some lady that works for Truwards screamed from the back of the shop that she can not use the voucher against a gift pack, the lady that assisted me was embarrassed and told me that she was not aware, when the screaming lady came to the counter. I asked her why can I not use the voucher to purchase a gift pack and she said its just how it is, when you buy a gift pack you only pay for one bottle of perfume and the second one you get free, I then explained to her but its not saying anything on the terms and conditions I then told her that I will contact head office to understand better, she the sarcastically said you more than welcome to contact head office. First, you walk all innocent into the store to pay your account and to purchase a body mist, then all of a sudden the lady interfered and screamed at me and the sales lady from the back very unprofessional!!!!!!!!! Then we get told what is what in front of other customers and I got so embarrassed and I could see that the poor sales lady was embarrassed as well. I just want to say that the way she handled the situation was on cold and very disturbing and unprofessional. I phone this morning only for the person, on the other hand, to put the phone down in my ear. So I guess that this is how the customers get treated If you don’t want to give me a voucher don’t!!!! Don’t waste my time and scream and shout at me and embarrass me in front of others you don’t know me at all!! Very poor management !!!!!
This happened at the GOLDFIELDS MALL TRUWARDS
The combination of Truworths and Loads of living is not a good idea in Durban. I had a bad day at Loads of living as an Indian woman refused to apologise for an inconvenience they caused me for selling me a used curtain and an eye-let curtain instead of the one that uses hooks. She told me because the designer had pulled strings then the shop is not going to take them back for a credit on my account. I was shocked as they gave me used curtain and she is saying I should bring an unused curtain when they sold it to me showing signs of being used as it has hooks already. Actually Durban sales personnel that I have met have a stinking attitude, I miss Pretoria where a customer is king.
Shopping at Truworths used to be a treat but recently its worse that shopping at a flea market. Went to Northgate store today and was so disappointed. First the rails are badly over stocked so its impossible to take anything off the rail without other items falling on the floor -I hate having to wrestle with other clothing items to get the size I want. Secondly – the rails were totally mismatched and I am not just talking about sale items. Thirdly, the store was jam packed being the last day of the sale and only one person was working the till so I stood in line for ages. Then I finally get to the counter to proceed with opening my account and get my R1000 fashion vouchers only to find this is a complete scam. I had over R6000 worth of merchandise that I was going to purchase and after hearing about your pathetic voucher offering, that was the last straw for me and I left the whole lot and walked out the store. Sis on you Truworths. You have lost another good customer!
I am absolutely disgusted of the bad service I received at the East Gate Shopping Mall. I have tried to lodge a complaint that my title is incorrect on my card. The lady at the mall called head office dept. to rectify this. After I had produced my Id to validate my title, I was told that they cannot fix the title today and I could not make any purchase with my card. I mean if the lady wanted to verify if the account was mine she should have asked me security questions instead of blocking my card then ending the call while I was speaking to her. This was absolutely rude and uncalled for.
I bought a Hisense U962 Cellphone from your Musgrave Center branch (branch number: 489)on Saturday 5th May 2018. The sale was done at 12:19pm (Transaction Number: 106 1406).
This phone has proved to be faulty as three times this week it has switched off and factory reset itself, deleting the apps and contacts I had loaded.
I returned to the same branch today, Saturday 12th May, at approximately 10:00am to report the faulty phone. I was expecting to have the phone exchanged as it was returned within 7 days. I was informed by your staff that unfortunately, by their calculation, it was now day 8 since the transaction and that the phone would need to be sent away for a Warranty Assessment which could take 3 weeks.
In my opinion, this is not the case as 7 days had not past since the time and date of the transaction.
I am not able to get to your store during your open times in the week and could only get there on Saturday. I believe that in laymans terms, that 7 days would be regarded as a week and that a product bought on a Saturday, and returned the following Saturday, would qualify for your “7 day out of box” warranty, which according to the CPA should have a replacement of the same model or cash refund.
I do not want a cash refund but would like the phone replaced as I don’t have a spare phone and can’t be without a phone for 3 to 4 weeks waiting for a resolution.
I trust that this makes a little more sense to you than your staff and managers at the Musgrave Branch who were dead set on upholding the company policy and less interested in the customer. I firmly believe that, if we are to get completely technical on the matter, 7 days is 168 hours and that I returned the product within 166 hours of the purchase.
Truworths can you investigate the accounts that are reported to you as fraudulent, instead of bullying the victim of such fraud. I don’t know how may times I’ve submitted the affidavits and Id copies. Do your investigations and close the account. In my view the account is invalid unless you want to tell me the criteria for a new account at Truworths is only a valid ID number, no verifications, no proof of address, no proof of banking(bank statements), no proof of income(payslips), etc. I’d call but I’m tired of holding and I don’t get assistance just promises that aren’t kept
Good day
My name is Kgomotso and i live in the Northern Cape. I visited a Truworths store last year nomvember after I purchased a dress *CASH* as i dnt have an account with Truworths. Two M onthes ago I received a call that I should pay my account..What account?? Is this a mistake of identity or what?? Ever since I have been harassed and treated badly with so much rudeness by Truworths call centre agents on a daily basis..My nignightmare, am tired can truworths please sort this out as am tired of exlaining that am not the customer nor the account holder. Truworths call centre agents are rude, impatient and they have no level of understanding..I AM NOT THE ACCOUNT HOLDER NOR DO I HAVE AN ACCOUNT WITH TRUWORTHS.
My sister-in-law called at the Truworths Liberty Mall and tried to pay my account with my statement of account. The staff could not find my account despite the number being in the statement! She called me on my cellphone and I gave the staff my ID number and they called up my account and processed the payment on 17 February 2018. Throughout the week thereafter, I kept getting messages that my account was in arrears and when I called Truworths they had NO record of the payment. Unluckily for me I put the slip and account in the bin and had no proof of payment. I called Truworthe Liberty Mall and gave them date and time of payment hoping that the modern technological times they could pick up where the money went to but to my horror they needed me to come in and when I called in on the 25 of February they were so unhelpful that and stated they were off line and they had stacks of bills to go through and would it would take a long time to assist. I resolved that I will repay the entire account and close it. I accept that I should have kept the receipt but clearly Truworths is still stuck in the dark ages in terms of technology!
I made a purchase of sale items at the Truworths Liberty Mall, Pietermaritzburg branch on 31 January 2018. On 09 February 2018 I returned 2 of the items. On checking my original Invoice and the Refund Invoice I find the credit does not match the purchase price- presumably because the items I returned have been marked down again. I was credited the reduced prices. This is not acceptable practice I should be refunded what I paid for the items. My Truworths card no: 10100133915853
Worst nightmare of my day. I popped in Mafikeng Mall branch where I constantly transact. I was asked about my email address, cellphone no,alternative number, residential address and the details of the last payment. Have informed her that I am not sure about the residential address and gave her two addresses.Thereafter the consultant transferred me to another consultant without furnishing any concrete reason. The second consultant echoed the same questions and the answer was furnished accurately. To my astonishment the latter consultant kept on cross-examinimg me about my details and my answer was unaltered. This conduct culminated to the point where I felt like a potential fraudster in view of other customers. I was emotionally bruised as I was ill treated and defamed although the transaction went through. I would recommend that Truworths inform us as the customers if there is innovative due diligent process on transaction to inform us to obviate the relative backdrop of being pelted with potential and imminent embarrassment. All in all I will decide whether I retain or relinquish my relationship with the store.
At December time my son who is 10 bought me a wallet from Truworths…the price ws either R310 or R390..it was Ginger Mary Wallet and it was to replace one that was stolen…IT IS ONLY AUGUST and the wallet hs fallen apart, part are broken and pouches have holes in them. Unfortunately my child had to buy from Truworths becuase his aunt had offered to pay for the gift for me…..I know Truworeths standard comments like if you dont have the receipt, etc, etc but only you stock Ginger Mary.
I had an account with you guys and closed it due to issues just like this and it is very disappointing that you are actually selling poor quality goods at high prices and then when the product cannot be used anymore becuase of poor quality you take no responsibility.
To Whom It May Concern,
Absolutely disgusted with the level of customer service and assistance from the Fraud department employee, Natheema Abann.
In summary, I’m trying to clear my name of fraudulent account, but receiving minimal assistance.
I called earlier and spoke with agent, Chantel Hendricks who informed me that my record has been cleared at ITC. After numerous calls to them stating that according to the bank, Credit Experia is still reflecting me with a credit problem.
I was transferred to Natheema on request after an unfruitful conversion and I require someone of higher level to assist me. Natheema immediately started the conversion, biased and uninterested and in what I have to say to assist me any further, stating that she will just reiterate what Chantel has said to me. How unprofessional in relation to her initial response to me?
I explained that I needed proof and/or some sort of intervention from her (Natheema) to escalate this matter with Credit Experia as the bank is not helping me because of Truworths’s fault.
I have subsequently asked to speak to her superior, Hugo, and still trying to get hold of him.
In my experience this morning, Natheema and team failed to see my frustration and has absolutely customer interest to go to extra mile and help me. They just wanted me off the line.
Like is said to them, I’m having to call in and mail continuously, no one from the fraud team seems to follow up with me or the credit bureaus.
I trust that the calls of this morning were recorded.
Kind regards
I am receiving the worst service ever. I have phoned the customer care line 5 times about an item not delivered since the 24th of July after it has been charged to my account. No one gets back to after they promise to do so every time. This is theft. I am already paying for that item I haven’t yet received and it looks like no one is going to help me as I am plainly just ignored by the customer care staff. The lady called Dominique was the last person I spoke to who promised to get back to me.
I bought a shawl for my mother only to discover she didn’t touch it when I visited her yesterday. Reason being that it was not fitting her nicely. I returned it today at Queenstown Truworths in Cathcart road , still in its original form untouched, only to be accused of tempering with price tag. What sort of nonsense is that because that thing was kept safe by my mother even if you can look at it you will see it was never worn. I left it there with them because there is nothing I can do with it. I really didn’t like the treatment I got there, I was my first encounter to be treated like that ever since I have been a customer there. I didn’t get my refund. Please help me with my refund. They shouted at me accusing me of all sorts of rubbish , they really spoiled my dad . My refund please…
My name is Amanda Dyantyi ,I m writing this email on behalf of my fiancé David Xhango who is having an account with u.The problem is that he is on hospital ,because of medical bills he is having a problem financially.Hence we are requesting to pay R500 as from this month .
Regards
Amand
Good day
I placed an order? with you last week, and received this order number: 11156462. Yesterday I received an email saying that the above mentioned order is sold out and has been cancelled. It appears to me that your online shopping is misleading. If I am able to select the sizes of the merchandise, it means that you have those merchandise in store. Please try to improve your online shopping, so that we can have a superb experience as consumers.
Another issue is the ”alleged” recent purchase at Truworths Eastgate. I never went anywhere that store, let alone bought something from the store as you suggested I did? in the survey you just sent me. Please get your facts right.
I look forward hearing from you at your earliest convenience.Â
Kind regardsÂ
Kabelo