Unbelievably bad customer service
Unbelievably bad customer service. Ordered items in store - they lost the order twice. Order items online - delayed delivery for 2 months with no update. Finally received 1 item after a very long delay - had to complain twice. 2nd item delayed. They claimed they delivered it but it never arrived. They finally admitted they delivered to the wrong address. Going 3 months now and still have not received the last item. Chased at least 5 times. I wish I did not have to use this company but it's the only one that sells my child's uniform.
Réponse de Trutex
We’re very sorry to read about your experience and fully understand your frustration. This is not the level of service we aim to provide, and we sincerely apologise for the repeated delays and inconvenience you’ve faced.
In cases where a courier has marked an item as delivered but it has not been received, our Customer Service team is required to complete a formal investigation with the courier service before we can issue a free-of-charge replacement. Unfortunately, this process took far longer than it should have in your case, and we are truly sorry for the delay in resolving this.
I can see that a free-of-charge replacement has now been sent, and delivery should be imminent.
We appreciate how disappointing this experience has been, particularly when you rely on us as the sole supplier for your child’s uniform. Your feedback has been shared internally so we can address the issues that occurred and prevent this from happening again.
Thank you for your patience, and again, our sincere apologies.
Kind regards
Pippa
