Good day
My name is Nonhlanhla Christina Simelane, my ID no [protected].
I would like to lodge a complain. In February I bought a cellphone at truworths trade route mall they couldn't issue me with a proof of purchase and I agreed to leave the PoP and told them I reside in Durban will only be coming back during school holidays in June unfortunately when I came in June my son passed away I ddnt gave time to go to the store and ask for the Pop.
Then I came back tried calling them several times couldn't get through until my sister said try calling the mall maybe they might help with the correct contact cause the 1 online is not going through finally I got through to them I asked them to take a picture of PoP the ladyvwho assisted me from when I purchased the phone said they must look for it first she'll call back when she finds it.
As promised she called back and told me she found the slip I then asked her to take a Pic and send it to me cause insurance wants PoP she said I need to come and sign the slip I told her I'm in Durban and explained why I couldn't come during June school holidays she then called the manager and the manager was very rude to me she careless about the fact that I couldn't come cause of my son passing, I couldn't carry on listening to her shouting at me in the phone while I'm grieving fir my son. I immediately contacted customer care I first spoke to Mustafi who hanged up on me when I told him I want to lodge a complain.
I called back and spoke to Thina she listen to my complain and said she'll escalate it to her manager and cc me on the email and since then Ive never heard anything from either her nor the store.
I still want the PoP cause should anything happen to that phone I will never pay for something I don't have. I'm very dissapointed by the service I got from truworths from the store to the customer care and I don't wish to continue with truworths account to think that I also convinced my colleagues to take the account with truworths I'm very dissapointed after the bad service I got I wish to pay off the account and close it down I will also close identity even though I never received any bad service from them but since it's under 1 umbrella I will close down both account and try other retailers.
I have never missed any payments, my account has always been up to date I'm very dissapointed with truworths and I will not advise anyone to have an account with truworths, thanks.
Recommendation: Never take an account with Truworths no matter how desperate you are cause when you have a problem they don’t care.
It's unacceptable that they couldn’t provide you with a proof of purchase at the time of sale and that they’ve made it so difficult for you to obtain one now. Their lack of empathy and understanding of your situation is disappointing, and no one should be shouted at or treated poorly, especially when they are going through such a hard time.
The customer service you received from both the store and the support team is unacceptable. Hanging up on you and failing to follow up after promising to escalate your complaint shows a lack of care for their customers.
Your decision to consider closing your accounts with Truworths and Identity makes sense after such an experience. You deserve better service, and I hope that sharing your story will help you find a resolution and prevent others from going through something similar.
I hope you are able to get the proof of purchase you need without further hassle, and that you find some peace during this difficult time.