Bad attitude and service

I am EXTREMELY ANGRY and disappointed with the way I was treated by the manager, Puleng, at PEP Cell Maponya Mall.

The rest of the staff were honestly amazing, friendly and professional, but the manager’s behaviour was completely unacceptable. The attitude I received from someone who is supposed to be representing the company was disgusting.

I bought a cable and within 10 MINUTES realised that I had purchased the wrong one. I immediately went back to the store to exchange it because obviously I have no use for a cable that is not compatible with what I need.

Instead of simply assisting me, Puleng gave me attitude and told me that PEP does not do exchanges unless the item is faulty. She then basically told me that I was FORCED TO KEEP THE CABLE.

Excuse me? What exactly am I supposed to do with a cable that I cannot use? I didn’t return it days later. I came back within 10 minutes of purchasing it because I realised my mistake immediately.

What made the situation even worse was her dismissive and disrespectful attitude. I felt belittled and completely disregarded as a customer. You don’t speak to people however you want simply because you are wearing a manager’s uniform.

I was so frustrated that I had to contact Head Office and lodge a formal complaint.

PEP seriously needs to look into the conduct of this manager. Puleng clearly underestimates people and the way she treats customers is unacceptable. Being a manager does not give anyone the right to speak down to customers, have an attitude or refuse to even properly assist someone.

If there is a company policy, EXPLAIN IT PROFESSIONALLY. Don’t make customers feel like they are a nuisance for asking for assistance.

I am not complaining about the rest of the staff because they were wonderful. This complaint is specifically about Puleng and her conduct.

PEP Cell Maponya Mall, please fix this. Customers deserve to be treated with RESPECT, DIGNITY AND BASIC COURTESY, regardless of who they are.

This was honestly one of the most unpleasant customer-service experiences I’ve had, and I will not simply keep quiet about it.