Trutex レビュー 4,270

Trutex からの回答

2025年9月23日

Good Morning

Thank you for taking the time to share your feedback, and we are truly sorry to hear about the disappointing experience with your recent order.

We would like to investigate this issue in more detail. The product shouldn’t have changed since last year so there may be an issue we are not aware of, or you may have ordered a different product. Please contact our customer service team at tdi@trutex.com as soon as possible so we can look into this, arrange a full refund or discuss a suitable resolution for you.

We apologise for the delay in delivery and for the issues you have encountered. This is not the standard we aim to provide, especially as you’ve had positive experiences with us in previous years.

Thank you again for your honest feedback, it helps us improve. We hope we can restore your trust in Trutex for the future.

Kind regards,
The Trutex Team

Trutex からの回答

2025年9月23日

Hi Lara,

Thank you for taking the time to share your experience with us regarding uniform supply for DESS schools this year. We are truly sorry to hear about the difficulties you've faced both with in-store and online availability and I’d like to sincerely apologise for the inconvenience and frustration caused.

You're absolutely right to highlight that something has gone wrong operationally. We acknowledge that the service levels this season have not met the standards we expect of ourselves or those that you rightly expect from us. We are currently conducting a full internal review to understand exactly where the breakdowns have occurred and are already working on improvements to ensure this does not happen again.

We are particularly sorry to hear that you witnessed staff being put under pressure due to these issues. While our store teams have done their best in difficult circumstances, the responsibility for the wider challenges lies with us at a management level, and we are taking that seriously.

Your comment on the quality of the uniform itself is appreciated, and we are grateful you’ve acknowledged that when available the product is of a high standard. Our priority now is to ensure our service and stock availability match that same standard going forward.

Thank you again for your honest and constructive feedback. If there’s anything further we can do to assist you directly, please don’t hesitate to get in touch directly.

Kind regards,
The Trutex Team

Trutex からの回答

2025年9月17日

Hi Susannah

Thank you so much for your lovely reviews! We're delighted to hear that you're happy with the selection and quality of our schoolwear — and that they wash well too!

We’re also really glad the extended return window has been helpful. We know how busy life can be, so we want to make things as easy as possible for our customers.

Thanks again for your support — it means a lot to us!

Tina

Trutex からの回答

2025年9月17日

Hi Gemma

Thank you so much for your feedback — we're really pleased to hear that you're happy with the quality of our shirts and how well they wash!

We're sorry to hear that the non-iron feature hasn’t met your expectations.

Your comments have been passed on to our product team, as we’re always looking for ways to improve. If you’d like to discuss this further or need any help, please don’t hesitate to reach out to our customer service team.

Thanks again for your support!

Tina

Trutex からの回答

2025年9月17日

Hi Tez

Trutex are proud of the size ranges we offer and we are pleased that you have found this useful.

Thank you for letting us know.

Kind regards

Tina

Trutex からの回答

2025年9月8日

Hi Jim

Thanks for leaving all those great reviews. Your support is much appreciated.

Kind regards

Elizabeth

Trutex からの回答

2025年9月5日

Hi Caren

Thank you so much for the 5 stars! We're so pleased that the return went smoothly and that you are so pleased with the quality of the replacement.

We look forward to serving you again.

Kind regards

David

Trutex からの回答

2025年9月5日

Hi Jonathan

We have apologised for the inconvenience and disruption caused on your initial review and asked for a chance to rectify the matter. We completely understand how disappointing and inconvenient this must be. Our replies on Trustpilot reviews only contain factual information, from an actual Trutex Team Member, and where delays occur we do our utmost to keep customers up to date. I can also reassure you that our delivery system has not collapsed. During peak periods like Back-to-School, demand can be exceptionally high, and while we do our best to keep stock levels accurate and delivery times reliable, delays can sometimes occur due to various factors. That said, we take full responsibility for ensuring our communication is clear and timely.

If you wish to discuss this further, we would be grateful if you could either call us and ask for a Manager or let us know the best contact number for yourself so we can keep you posted on delivery progress.

Please accept our apologies for the delay in delivering your ordered school uniforms.

Best regards

David

Trutex からの回答

2025年9月5日

Hi Isabella

We're really sorry to hear that the skirts didn’t meet your expectations. We always aim to offer a range of styles and fits to suit different preferences, and we’re disappointed these weren't right for you.

To help us look into this further and review the items in more detail, could you please share your order number with our Customer Services team at td@trutex.com?

We are pleased to hear that you managed to return the skirts without too much trouble but would appreciate a few more details.

We look forward to hearing from you.

Kind regards

David

Trutex からの回答

2025年9月4日

Good Morning Mrs. Singh

Further to your review, could I ask that you contact us regarding your order and which email address is attached to your account. Trutex orders are always confirmed by email so we don't understand how this has happened, unless the email has gone into your junk/spam folder.

We also offer support via our helpline and live chat, where we would have been able to provide your order number from your name and address, following which we would have assisted with a smooth return.

Have you now been able to return the order now? Please do get in touch so we can help if the matter remains unresolved. Our email address is td@trutex.com.

Apologies for the inconvenience and we look forward to hearing from you.

Kind regards

Victoria

Trutex からの回答

2025年9月3日 に更新

Hi Sakina,

Could you please contact us at td@trutex.com as soon as possible with your order number. Your order was not from ourselves, Trutex Direct UK but from a supplier in Dubai. However if we can help at all with contact details, we will be happy to point you in the right direction.

UK telephone numbers and support channels are also in full working order.

If possible, could we kindly ask you to remove the review from our page, as it doesn’t relate to us.

Regards

David

Trutex からの回答

2025年9月3日

Hi Bethany,

I’ve looked into the issue and can confirm that your parcel was held at a DPD depot and has since been returned to us - unfortunately, without any reason provided by the courier.

As a result, we’ve issued a full refund for your order.

Please be assured that your order was dispatched on time and as requested. If you’d like to discuss this further or would prefer us to re-ship the items, please don’t hesitate to contact our Customer Services team at td@trutex.com.

Kind regards

Elizabeth

Trutex からの回答

2025年9月2日

Thanks Karen - good to hear that our returns process is straightforward for customers.

Kind regards

David

Trutex からの回答

2025年9月2日

Hi Nawel

Thank you so much for your lovely review! We're really pleased to hear that you're happy with the fast delivery and the fit of the shirts — that’s great to know.

We completely understand wanting to give them a bit more time before the full verdict, but we’re confident they’ll hold up well after washing too. If you ever have any feedback down the line, we’d love to hear it!

Thanks again for choosing Trutex — we really appreciate your support.

Kind regards

David

Trutex からの回答

2025年9月1日

Hi Tanya

Thank you so much for your review! We're really glad to hear that you were happy with the school uniform and the fast delivery — that’s great to know.

We noticed you gave us 4 stars, and we’d love to understand what we could have done to earn that fifth star. Your feedback is incredibly valuable and helps us improve every step of the way.

If there’s anything we can do better next time, please don’t hesitate to let us know — we’re always here to help!

Kind regards

David

Trutex からの回答

2025年9月1日

Good Morning

Thank you for your feedback, and we're really sorry to hear that the blazer sizing didn’t meet your expectations. We understand how frustrating it can be when an item doesn’t fit as expected, especially when you're relying on standard sizing.

We’d love the opportunity to look into this further and make things right. If you haven’t already, please reach out to our customer service team at td@trutex.com - we’re here to help with a return or any other support you might need.

Your feedback is important to us and will be shared with our product team to help improve future sizing consistency.

Kind regards

David

Trutex からの回答

2025年9月1日

Hi Emma

Thank you so much for your positive review on the quality of our schoolwear.

Kind regards

Lisa

Trutex からの回答

2025年9月1日

Hi Cecilia

Thank you for taking the time to leave positive feedback on delivery.

Much appreciated.

Dawn

Trutex からの回答

2025年9月1日

Hi Emma

Thank you so much for your kind words! We're delighted to hear that you received excellent service and quick delivery — that’s exactly what we aim for.

We really appreciate your honesty about the pricing, but we’re glad the quality of our products continue to meet your expectations.

Thanks again for your support and returned custom!

Kind regards

Lisa

Trutex からの回答

2025年9月1日

Hi Lisa

Thank you so much for your kind review!
We're thrilled to hear that your delivery was fast and that you're happy with your purchases. Your feedback means a lot to us and helps keep our team motivated to provide the best service possible.

Kind regards

Dawn