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Truworths
Claimed Business
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Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Truworths is struggling across nearly every customer experience theme. Shoppers describe rude staff, aggressive collections harassment, lengthy online delivery delays, refused refunds in apparent breach of the Consumer Protection Act, and persistent credit bureau reporting errors. Bright spots exist at specific stores like Mall of the South, Clearwater, and The Glen, where named staff deliver memorable service, but these are overshadowed by systemic operational and account management failures.
TrustIndex
2.5
Jul '25 - Jun '26
Based on recent customer reviews, Truworths is struggling across nearly every customer experience theme. Shoppers describe rude staff, aggressive collections harassment, lengthy online delivery delays, refused refunds in apparent breach of the Consumer Protection Act, and persistent credit bureau reporting errors. Bright spots exist at specific stores like Mall of the South, Clearwater, and The Glen, where named staff deliver memorable service, but these are overshadowed by systemic operational and account management failures.
The most common complaint about Truworths, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. Customer Service & Support (1.5) is dominated by reports of rude managers, dismissive cashiers, security staff humiliating shoppers, and call centre agents who drop calls or harass customers. Named individuals at Mall of the South, Clearwater, and The Glen receive strong praise, but these positives are exceptions.
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 Jan 2020
So I made a payment on my account for an amount for R615 on the 27th of May 2026 around 14:20, the payment updated immediately as my balance on the account went down and the amount I was able to purchase for increased. This was literally yesterday, today when I check my account it shows I am in a minus basically redlecting that the payment was not made or received on their side. I then decided to call customer service and was advised the payment would only reflect within 3 - 5 days. This is utter BS as in the past, just last month, my payments online always reflected immediately. I am so sick and tired of poor customer service and having problems with accounts. Can I please get help on this matter asap!!!!!?????
1 reviews | Active since Jan 2020
So I made a payment on my account for an amount for R615 on the 27th of May 2026 around 14:20, the payment updated immediately as my balance on the account went down and the amount I was able to purchase for increased. This was literally yesterday, today when I check my account it shows I am in a minus basically redlecting that the payment was not made or received on their side. I then decided to call customer service and was advised the payment would only reflect within 3 - 5 days. This is utter BS as in the past, just last month, my payments online always reflected immediately. I am so sick and tired of poor customer service and having problems with accounts. Can I please get help on this matter asap!!!!!?????
1 reviews | Active since Jan 2020
Dear Truworths Customer Service, I am writing to formally raise a complaint regarding the R72 annual fee that was charged to my account. What concerns me most is that this fee only reflected after I made a purchase, and at no point during the account application process was this clearly communicated to me. My mother also has a Truworths account and has never been charged an annual fee, which made this even more confusing and frustrating. Had I known about this charge beforehand, I would never have opened the account, especially considering the current economic climate where every expense matters. I contacted customer service for assistance and spoke to Penelope and Anele. Unfortunately, both interactions were extremely disappointing. Anele informed me that 'you will pay it!' because I supposedly signed a consent form. However, I never received any email or communication clearly explaining this annual fee. Instead of assisting professionally, she imp**** that I failed to read the consent and her tone throughout the conversation was rude and dismissive. Penelope was also unhelpful and seemed uncertain about the information she provided. Both agents sounded irritated, frustrated, and uninterested in helping customers. As a client, it is very discouraging to contact customer service and be met with unfriendly and unwelcoming attitudes. I feel that this annual fee information was not transparently disclosed, and the poor service I received has left me questioning whether keeping this account is worthwhile. Paying R72 annually for an account I may not even use every month, while also receiving poor customer service, simply does not make sense to me. If this matter cannot be resolved fairly, I would rather cancel the account and continue shopping on a cash basis instead. I kindly request: 1. A clear explanation regarding this annual fee. 2. A review of how this fee was disclosed during the application process. 3. Feedback regarding the conduct and professionalism of the agents I dealt with. 4. Consideration for reversing or waiving this fee. I look forward to your response and hope this matter can be resolved professionally.
1 reviews | Active since Jan 2020
Dear Truworths Customer Service, I am writing to formally raise a complaint regarding the R72 annual fee that was charged to my account. What concerns me most is that this fee only reflected after I made a purchase, and at no point during the account application process was this clearly communicated to me. My mother also has a Truworths account and has never been charged an annual fee, which made this even more confusing and frustrating. Had I known about this charge beforehand, I would never have opened the account, especially considering the current economic climate where every expense matters. I contacted customer service for assistance and spoke to Penelope and Anele. Unfortunately, both interactions were extremely disappointing. Anele informed me that 'you will pay it!' because I supposedly signed a consent form. However, I never received any email or communication clearly explaining this annual fee. Instead of assisting professionally, she imp**** that I failed to read the consent and her tone throughout the conversation was rude and dismissive. Penelope was also unhelpful and seemed uncertain about the information she provided. Both agents sounded irritated, frustrated, and uninterested in helping customers. As a client, it is very discouraging to contact customer service and be met with unfriendly and unwelcoming attitudes. I feel that this annual fee information was not transparently disclosed, and the poor service I received has left me questioning whether keeping this account is worthwhile. Paying R72 annually for an account I may not even use every month, while also receiving poor customer service, simply does not make sense to me. If this matter cannot be resolved fairly, I would rather cancel the account and continue shopping on a cash basis instead. I kindly request: 1. A clear explanation regarding this annual fee. 2. A review of how this fee was disclosed during the application process. 3. Feedback regarding the conduct and professionalism of the agents I dealt with. 4. Consideration for reversing or waiving this fee. I look forward to your response and hope this matter can be resolved professionally.
1 reviews | Active since Jan 2020
I had such a bad experience at Truworths Zevenwacht Mall today. I went to the store to exchange a gift my son had received from his aunt. We do not have the receipt but simply wanted to exchange it for a bigger item. The assist was so disrespectful, stating they cannot exchange it because they do not know how we "acquired" the item. It was as if insinuating that we could have ****** the item too. I told her I understand her concern but it was still in the initial packing and can see the items were not tampered with. This conversation happened in front of so many other customers. I felt so ashamed leaving the store. This has really been a horrible experience.
1 reviews | Active since Jan 2020
I had such a bad experience at Truworths Zevenwacht Mall today. I went to the store to exchange a gift my son had received from his aunt. We do not have the receipt but simply wanted to exchange it for a bigger item. The assist was so disrespectful, stating they cannot exchange it because they do not know how we "acquired" the item. It was as if insinuating that we could have ****** the item too. I told her I understand her concern but it was still in the initial packing and can see the items were not tampered with. This conversation happened in front of so many other customers. I felt so ashamed leaving the store. This has really been a horrible experience.
1 reviews | Active since Jan 2020
I am extremely disappointed with the poor quality and lack of customer resolution received from Truworths regarding a pair of DH branded shoes purchased as a Mother’s Day gift from my daughter. The shoes were worn only once before serious issues became apparent. Firstly, the original heel material was found by my shoe repairer to be unsafe and potentially capable of causing injury, which forced us to carry out an urgent heel replacement purely out of necessity before an event. Secondly, and more importantly, the shoes continue to cause severe discomfort and a burning sensation on the right small toe after just a single wear. Despite explaining these circumstances in detail to Truworths’ Quality Assurance team, the matter was effectively dismissed based solely on the fact that the heel had been repaired, with no meaningful consideration given to the underlying quality concerns or the broader customer experience. For a product marketed and priced as a premium branded item, I do not believe it is unreasonable to expect acceptable comfort, durability, and safety after one use. I requested that the matter be escalated or reviewed in the spirit of goodwill and customer care, but since my last correspondence on Saturday, 23/05/26, I have received no further feedback. As a long-standing consumer, I find the lack of accountability and customer engagement extremely disappointing. I am therefore raising this matter publicly in the hope that Truworths will reconsider its position and provide a fair resolution.
1 reviews | Active since Jan 2020
I am extremely disappointed with the poor quality and lack of customer resolution received from Truworths regarding a pair of DH branded shoes purchased as a Mother’s Day gift from my daughter. The shoes were worn only once before serious issues became apparent. Firstly, the original heel material was found by my shoe repairer to be unsafe and potentially capable of causing injury, which forced us to carry out an urgent heel replacement purely out of necessity before an event. Secondly, and more importantly, the shoes continue to cause severe discomfort and a burning sensation on the right small toe after just a single wear. Despite explaining these circumstances in detail to Truworths’ Quality Assurance team, the matter was effectively dismissed based solely on the fact that the heel had been repaired, with no meaningful consideration given to the underlying quality concerns or the broader customer experience. For a product marketed and priced as a premium branded item, I do not believe it is unreasonable to expect acceptable comfort, durability, and safety after one use. I requested that the matter be escalated or reviewed in the spirit of goodwill and customer care, but since my last correspondence on Saturday, 23/05/26, I have received no further feedback. As a long-standing consumer, I find the lack of accountability and customer engagement extremely disappointing. I am therefore raising this matter publicly in the hope that Truworths will reconsider its position and provide a fair resolution.
1 reviews | Active since Jan 2020
We bought a winter jacket for my son last year winter and it was big. Saturday was the first time we made him wear it. He wore it for atleast 2 hours, then Sunday we washed it and it tore badly on the side stitches indicating a factory fault. When we returned it to the store they said they can't take it back because it's last year stock. It was the first time he was wearing it and we even have a price tag to show that it's still new. Truworths is very pricey for them to treat their customers like that.
1 reviews | Active since Jan 2020
We bought a winter jacket for my son last year winter and it was big. Saturday was the first time we made him wear it. He wore it for atleast 2 hours, then Sunday we washed it and it tore badly on the side stitches indicating a factory fault. When we returned it to the store they said they can't take it back because it's last year stock. It was the first time he was wearing it and we even have a price tag to show that it's still new. Truworths is very pricey for them to treat their customers like that.
1 reviews | Active since Jan 2020
I settled my Truworths account in store on the 11th December 2024. I have been asking for a settlement letter ever since. Today I have been told that I still owe R626.58. I never bought anything since the settlement.
1 reviews | Active since Jan 2020
I settled my Truworths account in store on the 11th December 2024. I have been asking for a settlement letter ever since. Today I have been told that I still owe R626.58. I never bought anything since the settlement.
1 reviews | Active since Jan 2020
Dear Truworths Customer Service, I hope this email finds you well. I am writing to formally lodge a complaint regarding a Huawei Nova Y63 cellphone that I purchased for R3000 on 20 January 2026 at Truworths Birch Acres Mall, Tembisa. The sales consultant who assisted me during the purchase was Amelia Bhali. Around 27 March 2026, I returned the phone to the store due to technical issues that started developing shortly after purchase. The phone was experiencing network problems and would consistently reboot itself after a few minutes or hours of use. Eventually, after continuously rebooting, the screen went completely blank and the phone stopped functioning properly. I then took the phone back to the store, where it was booked in for assessment. To my surprise, I later received a quotation amounting to R3639.00 for repairs, including labour charges of R422.61. I was informed that the charges were due to alleged liquid/water damage found on the device. I strongly dispute this finding because the phone was never exposed to water or liquid damage. The issues experienced were clearly technical and related to the device’s performance and functionality. Furthermore, I noticed on the pink “Customer Return Document” under Section E that the sales consultant assisting me selected incorrect problem categories that are unrelated to the actual faults I reported. The correct issues should have been recorded as “start-up & stability problems” and “network connection problems.” I do not understand why unrelated issues were selected, and this has caused concern regarding the handling of my claim. As the device is still within the 6-month imp**** warranty period under the Consumer Protection Act, I believe I am entitled to a remedy for defective goods where the defect is not caused by misuse or physical damage. In terms of the CPA, I respectfully request one of the following remedies: • A full refund • A replacement device • A free repair at no cost to me I kindly request that this matter be investigated urgently and resolved fairly. I would appreciate written feedback regarding the way forward as soon as possible. yours faithfully.
1 reviews | Active since Jan 2020
Dear Truworths Customer Service, I hope this email finds you well. I am writing to formally lodge a complaint regarding a Huawei Nova Y63 cellphone that I purchased for R3000 on 20 January 2026 at Truworths Birch Acres Mall, Tembisa. The sales consultant who assisted me during the purchase was Amelia Bhali. Around 27 March 2026, I returned the phone to the store due to technical issues that started developing shortly after purchase. The phone was experiencing network problems and would consistently reboot itself after a few minutes or hours of use. Eventually, after continuously rebooting, the screen went completely blank and the phone stopped functioning properly. I then took the phone back to the store, where it was booked in for assessment. To my surprise, I later received a quotation amounting to R3639.00 for repairs, including labour charges of R422.61. I was informed that the charges were due to alleged liquid/water damage found on the device. I strongly dispute this finding because the phone was never exposed to water or liquid damage. The issues experienced were clearly technical and related to the device’s performance and functionality. Furthermore, I noticed on the pink “Customer Return Document” under Section E that the sales consultant assisting me selected incorrect problem categories that are unrelated to the actual faults I reported. The correct issues should have been recorded as “start-up & stability problems” and “network connection problems.” I do not understand why unrelated issues were selected, and this has caused concern regarding the handling of my claim. As the device is still within the 6-month imp**** warranty period under the Consumer Protection Act, I believe I am entitled to a remedy for defective goods where the defect is not caused by misuse or physical damage. In terms of the CPA, I respectfully request one of the following remedies: • A full refund • A replacement device • A free repair at no cost to me I kindly request that this matter be investigated urgently and resolved fairly. I would appreciate written feedback regarding the way forward as soon as possible. yours faithfully.
1 reviews | Active since Jan 2020
I am closing all my TFG accounts. They harass customers. My account is paid 2 months ahead. They keep calling about 5-10 times a day. I've emailed proof of payment blocked numbers they just keep on harassing me. This is the worst business ever.
1 reviews | Active since Jan 2020
I am closing all my TFG accounts. They harass customers. My account is paid 2 months ahead. They keep calling about 5-10 times a day. I've emailed proof of payment blocked numbers they just keep on harassing me. This is the worst business ever.
Truworths has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 686 reviews in the last 12 months. Hellopeter has tracked Truworths across 8,042 total reviews. How is the TrustIndex calculated? →