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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 shows a deeply polarised customer experience. While individual store staff at branches like Mall of the South, The Glen, and Festival Mall earn warm praise for personalised service, the brand is overwhelmed by complaints about online order fulfilment, account mismanagement, harassing collections calls, and rigid returns policies. Customers report systemic failures in communication, credit bureau updates, and basic operational consistency across stores.
TrustIndex
2.7
Jun '25 - May '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
I ordered from Truworths and my parcel was handed to their courier on 22 April. Today is 6 May — nearly TWO WEEKS later — and I am still waiting with no proper delivery, no urgency, and no acceptable communication. This is beyond disappointing… it’s alarming. How does a major retailer allow a customer’s order to sit in courier limbo for this long? Where is my parcel? Why has this been dragged out for so many days without resolution? Consumers should be warned: if you need your order within a reasonable timeframe, be prepared for shocking delays and serious frustration. This experience has been stressful, unacceptable, and deeply concerning. I expected professionalism from Truworths, but instead I’ve been left feeling ignored and helpless while my order seems to have vanished into a black hole. SORT THIS OUT IMMEDIATELY. Customers deserve answers, accountability, and their orders. Right now, this feels like a complete failure of service.
1 reviews | Active since Jan 2020
I ordered from Truworths and my parcel was handed to their courier on 22 April. Today is 6 May — nearly TWO WEEKS later — and I am still waiting with no proper delivery, no urgency, and no acceptable communication. This is beyond disappointing… it’s alarming. How does a major retailer allow a customer’s order to sit in courier limbo for this long? Where is my parcel? Why has this been dragged out for so many days without resolution? Consumers should be warned: if you need your order within a reasonable timeframe, be prepared for shocking delays and serious frustration. This experience has been stressful, unacceptable, and deeply concerning. I expected professionalism from Truworths, but instead I’ve been left feeling ignored and helpless while my order seems to have vanished into a black hole. SORT THIS OUT IMMEDIATELY. Customers deserve answers, accountability, and their orders. Right now, this feels like a complete failure of service.
1 reviews | Active since Jan 2020
I have reported them to the National Consumer Tribunal under Section 72(1)(c) for reckless credit. My case is pending. They had 30 days to respond to my formal dispute and 7 years to fix this account. They chose silence and ignored every attempt to resolve it. Recommend them? I actively warn friends, family and colleagues to stay away from Truworths. Until they remove this ******* listing and comply with the NCA, their rating from me is 0/10.
1 reviews | Active since Jan 2020
I have reported them to the National Consumer Tribunal under Section 72(1)(c) for reckless credit. My case is pending. They had 30 days to respond to my formal dispute and 7 years to fix this account. They chose silence and ignored every attempt to resolve it. Recommend them? I actively warn friends, family and colleagues to stay away from Truworths. Until they remove this ******* listing and comply with the NCA, their rating from me is 0/10.
1 reviews | Active since Jan 2020
Good day, I am extremely frustrated with the service I received from your call centre. I was kept on hold for over 30 minutes while being told to stay on the line so my account’s available credit could be decreased. After waiting, the call was abruptly disconnected. When I called back, I had to go through the entire process again, which is unacceptable. Previously, you confirmed that I could call in each month to reduce my available credit, but now that I am trying to do so, it has become a major issue. Please address this matter urgently and ensure that my request is processed without further inconvenience.
1 reviews | Active since Jan 2020
Good day, I am extremely frustrated with the service I received from your call centre. I was kept on hold for over 30 minutes while being told to stay on the line so my account’s available credit could be decreased. After waiting, the call was abruptly disconnected. When I called back, I had to go through the entire process again, which is unacceptable. Previously, you confirmed that I could call in each month to reduce my available credit, but now that I am trying to do so, it has become a major issue. Please address this matter urgently and ensure that my request is processed without further inconvenience.
1 reviews | Active since Jan 2020
One thing about Truworths from head all the way down, useless, rude, ***********
1 reviews | Active since Jan 2020
One thing about Truworths from head all the way down, useless, rude, ***********
1 reviews | Active since Jan 2020
I did a online order and ask them to deliver it at V&A waterfront. I got a message stating that the order will be delivered on Thursday 30 April 2026. I got to the store on Friday 1 May 2026 and still no order received. I'm very unhappy with the service as I have to drive 100km to Truworths as we don't have one close by, and I am a new customer and receiving this kind of service is not good at all.
1 reviews | Active since Jan 2020
I did a online order and ask them to deliver it at V&A waterfront. I got a message stating that the order will be delivered on Thursday 30 April 2026. I got to the store on Friday 1 May 2026 and still no order received. I'm very unhappy with the service as I have to drive 100km to Truworths as we don't have one close by, and I am a new customer and receiving this kind of service is not good at all.
1 reviews | Active since Jan 2020
I have requested a refund from Truworths on a faulty new watch , I have even sent them emails, different people are responding and no one is resolving my query, I want my refund
1 reviews | Active since Jan 2020
I have requested a refund from Truworths on a faulty new watch , I have even sent them emails, different people are responding and no one is resolving my query, I want my refund
1 reviews | Active since Jan 2020
Poor customer service. I've been a customer since 2003. I have owing 1800 I consider just paying the balance and closing, never stepping foot in Truworths Somerset Mall. It's been 2 years where I pay my account every month that the store has no cards for replacement cards. They don't take your details they won't order one. They simply say we don't have and shrug their shoulders. I can't purchase with my current id or temp drivers or exp drivers but I can make payment Both the banks accept
1 reviews | Active since Jan 2020
Poor customer service. I've been a customer since 2003. I have owing 1800 I consider just paying the balance and closing, never stepping foot in Truworths Somerset Mall. It's been 2 years where I pay my account every month that the store has no cards for replacement cards. They don't take your details they won't order one. They simply say we don't have and shrug their shoulders. I can't purchase with my current id or temp drivers or exp drivers but I can make payment Both the banks accept
Truworths has a TrustIndex of 2.7 out of 10 on Hellopeter, based on 714 reviews in the last 12 months. Hellopeter has tracked Truworths across 8,313 total reviews. How is the TrustIndex calculated? →