Damaged Online Purchase and Disappointing Customer Service

Companies: PEP Online and PEP Stores Strand

Complaint: Damaged product, inconvenient returns process and poor customer experience

In September 2026, I made my first online purchase from PEP, which included a framed mirror costing R140. As I was renovating my room, I kept the mirror safely stored at work until I was ready to take it home.

When I opened the packaging this week, I discovered that the mirror was cracked in several places and unusable.

I cannot confirm whether the damage occurred before the item left the depot or during courier delivery. However, I expected a reasonable process to resolve the matter.

I contacted PEP by email and subsequently received a telephone call from a gentleman who was helpful and polite. He advised me to take the damaged mirror, together with my invoice or proof of purchase, to my nearest PEP store for an exchange or refund. I appreciated his assistance and followed the instructions provided.

Unfortunately, my experience at PEP Strand was disappointing. After travelling to the store on a Saturday after work and waiting in the queue for more than 10 minutes, I was informed by the supervisor that the store could not assist me. I was directed to either PEP Home at Somerset Mall or PEP Home at Vergelegen Plein instead.

This was extremely frustrating. I had contacted customer service beforehand and followed the guidance I was given, only to discover that the store I visited could not resolve my complaint.

I work three jobs and also have caregiving responsibilities for a sick parent. My time is extremely limited, which is one of the reasons I choose to shop online. Being expected to travel to another shopping centre, potentially spending close to R200 on transport to resolve a problem involving a R140 item, simply was not practical or financially reasonable for me.

The mirror ultimately went to waste because it was unusable, and I could not justify spending additional money on transport to pursue an exchange or refund.

To be clear, my complaint is not about the helpful gentleman who contacted me. My disappointment lies with the overall returns experience and the lack of a convenient resolution after I followed the instructions provided by PEP customer service.

As a first-time PEP customer, this experience has left me deeply disappointed. A damaged online purchase should not become an additional financial and logistical burden for the customer, particularly when the customer has made a genuine effort to resolve the issue through the company's recommended channels.

I would appreciate PEP's response to the following:

1. Why was I directed to my nearest PEP store if that store could not assist with the return of my online purchase? 2. Why was a more suitable return location not clearly communicated when I first contacted customer service? 3. What reasonable solution can PEP offer to customers who receive damaged online purchases but cannot afford additional transport costs to return them?

I would still welcome a fair resolution, whether through a refund or replacement, without incurring further unnecessary expenses.

I hope PEP takes this complaint seriously and reviews how damaged online purchases are handled to prevent other customers from experiencing the same frustration.

My first experience with PEP has unfortunately been a very poor one, and it has seriously affected my confidence in shopping with the company again.