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
____
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.
My boyfriend purchased a chain set from truworths Chatsworth center. I received the gift and the box was filthy wit scratches and black dirt on it. The price was taken off with a marker on the tag of the chain. The manager was very rude to us when we approached her and told us that she can’t return the gift for me because they do not return jewellery gifts. I also query about the chain set and asked her why wasn’t it advertised on the truworths app she told me she doesn’t know. She also told us that the chain was on sale thats why the price was taken off from the tag and peeled of the box. But a normal price of R300 was paid. Truworths is such a big store with unskilled staff and poor management!
I was just at a truworths store in Mosselbay enquiring about an item that was not available online but was in a store in PE asked the ladies at the till who showed me the item in the store because I was not sure of the size I asked if they could set the item aside till tomorrow and they blatantly said no it is against policy but just a week before items was set aside for my sister at the same store. I have never been so dissatisfied about service like today
How do I go about canceling a Hollard Policy that I took out through my Truworths account in 2015. I no longer need it. I have emailed Hollard directly and phoned multiple times and it is constantly backward and forward and I am not getting any responses.
I am most perturbed at the till service at Truworths stores. I was at the Rosebank mall on 12/12/2022. In the middle of my transaction there was a power outage my card transaction was successful on my side and showed as complete on my balance however the manager Denis refused to acknowledge the transaction and I was told to recheck my balance in 24hrs. As of this morning my balance has not changed and most frustrating. It must be said that thus type of lag un a transaction is mist unacceptable on the management of a major store and leaves mych to be desired.
I would like to thank the store manager from Jane Furse Crossing, Mr Martin. Who helped me during the process of receiving wrong online order. He helped me to call the Truworths main branch and the store were the order was packaged and by his assistants the wrong order were returned back and I’ve managed to receive my order again. I really appreciate your patience and hope you will also give it to another customers who might come across with same problems.
My first experience with Truworths festival mall, particularly their cosmetics department was impressive. Wow! Brilliant customer service from the Estée Lauder/Clinique consultant Lebogang and the young man who was assisting by the till point. I left the store feeling so chaffed and will definitely be a regular there. I mean if only 2 people can be so friendly and and go out of their way to meet ones needs while ensuring that the entire department is still covered, we need to applaud. Well done guys.
I wanted to pay my account at Truworths in Church street in Pretoria CBD. I went to the till where they sell cell phones. The lady on the till was helping a client, there was no queue I was next to be helped. She told me I must go to the main till section where there was a long queue since she only helps people who are buying cell phones. I informed her I am not buying anything I am only paying my account. She refused to help me, I left the shop at 13h00 on the 6th of August 2022 I was fed up. I left the store without paying my account which I pay religiously every month. The attitude of the Truworths staff in Pretoria CBD stinks. I never experienced this at Forest hill where I usually pay my account.
Just wanted to know why Truworths sends sms messages to inform you that your order is ready for collection, only to get to the store and the order is still with the courier company. PLEASE I have to make arrangements to collect and this is not the first time it’s happened.
As for doing online, it’s not working for me because it doesn’t work properly. Maybe I don’t understand your online system.
My name is Tumelo. I just want to say that yesterday I randomly met a lady by the name of Malope, she’s a truworths consultant. Need I say she’s warm and welcoming when and made my experience a pleasant one. I’ve been contemplating on opening an account with but I’ve always thought it’s a long and draining process and that qualifying for an account won’t be a possibility. She explained everything to me and made the process understandable.
I bought a DH coat last month, I wore it five times but it looks like it has been worn for five years. Yesterday after work I washed it so I can take it in the morning when going to work to return it. I get to Jubilee mall, I show the cashiers, they call the manager Mr FS Khoza. He ask what is wrong I show and tell him that I wore this coat for the fifth time Yesterday yet it looks old, the quality is just bad. He say to me, so what should the store do with this coat, with an attitude. He continues, we are not going to refund or anything we are going to take it for quality assurance if they reject it you must come collect it..So basically I am forced to wear and old looking one month DH coat worth R1500.00. His attitude was so bad I will never buy at Jubilee mall Truworths again. Quality is bad, customer service is bad..I am really disappointed .
As I’m standing here in the Truworths store line .I’m super unsatisfied on how they work with their customers.As a Truworths account holder I normally purchase my foot wear at Truworths as they have the most affordable foot wear prices. However there customer sucks as I was browsing around for an sneaker and unfortunately the price tag wasn’t on I asked one of the Truworths employee to assistant me and next thing her response was I’m sorry I don’t work here yet she’s at the till attending the other customers
All I asked was for someone to assist me with the price tag of the respective sneaker I wanted to purchase and yet I was told I don’t work here ..
The security guard ended up assisting me and still the security there was no price tag .My partner actually asked one of ladies at the till if they can please assist and that’s when one of the ladies assisted me
Truworths customer services is unacceptable this is the shit I we have to go through .
My wife went to Mall of the South (JHB) Truworths to exchange a mother’s day gift that the kids got for her on Saturday 7th May. The lady said to her that the item was previously returned so therefore it can’t be exchanged. How can be held liable for a customer that previously bought the item and then exchange it. And now we bought the same item and want to exchange it can’t do so because it was already exchanged. This is a joke. I am going to visit Truworths this Saturday and someone will answer for this.
I went to Waterfall Mall Truworths to exhange pants, the lady said ito me it is 1 month overdue. We also work until late and dont get always time to go to the shops. Now I cant wear the pants because it is to big. It is very bad service from Truworths.
I would like to compliment Kelly at the Truworths Elements cosmetic counter, Canal walk for her excellent service, not only today but previously when I also visited the counter. She is very professional, knowledgeable about her product , friendly and so helpful, empathic and supportive, focused on customer need and not just ‘the sale’. I have purchased my Estée Lauder cosmetics at all stores who supply the brand, but never found anyone like Kelly who is truly invested in the customer, which is all we really need. While Kelly is there , this will be the only store where I will be purchasing my Estée Lauder product from. This young lady deserves a promotion or award as brand ambassador or salesperson of the year from Truworths /Estée Lauder. Thank you Kelly for making such a difference ???
A compliment to Ms. Lorraine Bu and her staff @ Truworths mall of the North, Polokwane, Limpopo.
Ms. Buys helped me locate a shoe that was difficult to find in the province. She made calls to other provinces only to help me, a customer with toe problems, she didn’t undermine my situation, or send me away.
Finding a solution to my problem was the most important task on that day and she handled it professionally and effectively, she found the shoe, ordered it and it was delivered within three days and I paid and collected in store. Well done Ms. Lorraine I commend you for quality service.
Truworths Germiston is such a joke. Been standing in line for over 30 min now and there’s no air conditioning it’s just hot. I don’t know if it’s lack of staff or they just undermining us but this is not right.
You would think that their HQ is more capable of assisting unhappy customers but they are even worse. They hide behind their 6 months return warranty knowing they sell cheap items and that we are only paying for the Truworths name. I bought a pair of sandals online on sale only to get less than a months wear out of it and was told by their HQ they are unable to assist as the return falls outside the 6 months return warranty. My problem is not that they have regulations in place but they have to live up to their brand and especially the prices we pay we expect quality items. Truworths does not have their customers best interests at heart they just riding on a Truworths legacy that has longtime lost it’s worth of selling good quality items. I fail to see why they have a quality department when most of the complaints are about their quality.
Thank you for excellent service received at Truworths Modimolle. The staff were willing to go out of their way to get what we wanted. They kept me up to date on the delivery, and I’m not quite sure who was more excited with the delivery – them or me!!
The staff are a true asset to your store!
A thank you note to Greenstone Truworths, service experienced with you, was excellent, Clementine please continue with your great work. On 01/09/2021 I requested for a coat, and Clementine went an extra mile , the next day the coat was delivered on my door step. You are the best hey Thandi
Compliment to Doreen truworths Mimosa Mall Bloemfontein, I would like to thank you for the service you provided me during the most difficult time of life, I lost parent was looking for a jacket for the funeral she went the extra mile to phone around and update me everyday until she got the jacket for me and still she kept on phoning to ask if I received it, Like wooow Doreen your customer service is tops we need people like you with customer, I will forever shop at truworths Mimosa Mall. ? THANK YOU.
I am so fed up with your call centre calling my husband for payment of 190.00. Been calling every day since the first.. He does pay his account online.not every one gets paid on the 25th or 31st of the month.. He pays before the 7th..everyday for 190.00..well due to this I shall also be closing my account. So because of your call centre constant pesto ring him.. You have lost 2 customers.. It’s time u teach u staff… they call and say end August payment also due. While it is not. Good bye truworths…
I have placed an order in June 2020 for collection at Canal Walk. On the 14th June I received an sms that my order is ready for collection. On the 25th June I went to the mentioned store but my order was not found. The system showed that it is delivered to this store but nothing. I waited for an hour for the staff to relocate my order but I had to leave as I was tired and was promised to go around the mall while they are still looking. While waiting I was asked to step aside so that the cashier can assist other customers. I found it strange because I’m also a customer who had to be treated with dignity and respect. They promised to call me same day, they had my details. What is annoying is that I never got any call or apology until today for the inconvenience caused.
Same day I placed another order, 30th June I received a call for collection unlike the previous one where I depended on the sms. I emphasize to the caller to put my name in bold stating my frustration experienced in the previous week thinking that he was calling me for the first order as promised. When I got to the store this Friday 2nd July was surprised that the call was for the second order. The first order still no where to be found.
My complaint is based on pathetic service being promised to be called and even after 8 days nothing coming through. I preferred house delivery but I was informed that the delivery guys service is very poor. I was advised to opt for collecting from a nearby store. The poor service I was told about door to door delivery is much better than the one I experienced at the store because the system is showing the item to be at mentioned store but practically is not there. This Friday I’m told a different information that it might be delivered to a different store and what the hell is that. Why should Truworths offer the option of ordering an item from other store if your delivery system is so pathetic.
I am extremely disappointed in the unprofessional service I received yesterday at Identity Somerset Mall. I Wanted to purchase items from a shelf that were marked 30% discount on the cheapest item, approached the cashier as there were no sales people on the floor, she took the item from me and said sorry not those, hanged it on a different shelve, and just walked away. Is that the kind of service, we are promised these days.
The incident took place at Truworths Wonderpark in Pretoria.
This is the second time I am experiencing such bad service from the store itself.
I went there to shop like always, after being informed through your sms of an ongoing sale. After moving around the shop for a while I decided to fit the garments I had with me. A consultant, am not sure of her name took the clothes from my hands flipped them rigorously called me “chomie” and asks how much the item is, now that is on sale! Firstly am much older than her to be referred to as “chomie’, secondly I was offended by condescending behaviour flipping the clothes as though something was hidden in them. To confirm her ridiculous and unnecessary behaviour she asks to see my “bag”!! I am still waiting to fit the clothes and instead at this point I am made to feel like a suspected thug!!
This female manager she again intended to defend her staff as this is the second time I experience such aggression from her staff members.
I am appalled, disappointed, let down and very much offended by this and their behaviour including the manager’s behaviour which showed complete lack of conflict resolution and customer service!! Your stores (especially those in local malls/townships!!) are especially riddled with a whole lot of unprofessional, ill-mannered incompetent staff, which is the quickest way to rid off your customers, lower your sales which will eventually lead to your stores closing down!!
I am so happy with the service that I received from Sales Assistant Carol at the Liberty Midlands Mall Truworths store in PMB. I regret that I did not get her surname. i have not bought anything from Truworths in years after a poor experience. I decided to take advantage of your online sale and the service that I received in store when i went to collect was beyond exceptional. i will definitely go back to buy more.
Thank you.
It is an absolute nightmare to try and change a garment at Truworths .
My sister-in-law bought me a top for Christmas which is far too small and not really my style.
So I called Truworths Cavendish and they told me that I need a letter from my sister-in-law giving her account details and must be signed and dated by her. I have the Truworths invoice for the garment as well. Not being able to find anything I liked at Cavendish Claremont I went to Canal Walk and found a blouse there. When I gave the letter to the lady behind the till she said the date on the letter was incorrect- my mistake- I put 7/12/2021 instead of 7/1/2021 – she would not let me change it and sign the change and then told me they need a copy of my sister-in-laws Id as well as mine. Why when we had all the details on the letter.
why cant they do what Woolworths does and
just give you a voucher for the value of the item being returned all this drama of wanting a letter and ID’s when they have the invoice of the garment being exchanged.
I have been a client of Truworths since I was 18 and as far as I recall have never missed a payment.
And as for the clothes at Truworths – they need a new buyer as the clothes are just awful
totally old fashioned !!!!!!!!!