Atrocious service at PEP

Yesterday, I purchased headphones for my son at the Centurion branch. He was so excited that he opened them in the store, and as a result, we left without the packaging. When we got home, we discovered that the headphones were not compatible with his tablet.

We visited various stores in town to address the issue. At the Church Street branch, a manager named Tsepi informed us that without the box, she couldn’t assist because she couldn’t confirm the purchase date or rule out the possibility of an exchange with another item. She refused to help.

Next, we went to another branch in Sammy Marks, where we were assisted by Tsholo and Loyiso. They explained that, for hygiene reasons, they couldn’t exchange the headphones. I clarified that the headphones hadn’t been used because they weren’t compatible with the tablet. One of them tested the headphones on her phone and confirmed they were working. I reiterated that the issue wasn’t functionality but compatibility with the tablet. They requested that we bring the tablet but ultimately said they couldn’t assist without the original packaging.

All I want is to pay the difference and exchange the headphones for wireless ones that are compatible with my son’s tablet. Without the packaging, PEP refuses to help, even though the headphones are clearly new and could be sold as display stock. Their insistence on needing the box for the barcode doesn’t make sense when the same product is available in-store.

I feel I’ve lost my money and want to know how PEP plans to resolve this. I either need a refund or the ability to upgrade to compatible headphones.