Bad customer service for Pep Home Boardwalk Mall

On 6 April 2023 I ran into Pep Home at the Boardwalk Mall. I needed to get dishcloths urgently. When paying I noticed I did not have my bank card with me, so used my Ackermans account. The teller swiped the card and I put it back. She then told me the transaction did not complete she needed the card again. She again swiped the card and this time I watched the display to check on the transaction. It showed a 0.00 and then went blank. Again she said the transaction did not go through as the slip said voided. She then wanted to do it a third time when I told her I want a balance check to make sure these transactions did not go to my account. On drawing the balance, I could show them that the transactions had in fact gone off my account, as an amount of R64-97 times two was the difference between my account payment and what was showing at that time.

I then had to wait while they tried to first go through the slips on the till and then call customer service. They then had to take my ID to the Postnet on the other side of the mall to make a copy, and scan this with an explanation and the till slip to customer service. I was then told it would take 4 days to sort out.

Well as I was quite busy with work I was not able to go follow up on the progress. Only to have my statement arrive now on 14 April and both transactions are still showing on my account. So on 17 April I went back to the store and the supervisor was not available as she had a day off. The teller who made the errors was the one to help me. But in between my issue, she kept leaving my stuff to help customers at the till. That just got to me as I had to stand in a queue to be helped, but my problem was not treated as a priority. Eventually another lady came to try help but once again had to phone customer service, who then said they had never received any documents from Pep Home store 5909. So once again the process has to start. They scan in and tell me they have to follow up in 30 min time and customer service will call me. Well by 1530 I had heard nothing so I called customer service and was told that they were still waiting for documents. The lady did call but never resent as they asked her again as there is some problem with the scan not going through on the internal system. As I was on my way to a meeting I quickly stopped there and the answer was they did call but were told the documents were not on the system yet. So asked were they rescanned and she said no because it was done that morning. I flipped as this is just not on. I told them to sort it out and call me once done.

And once again I am told this morning that it will take up to 7 days to rectify this issue.

I am livid at how I have been treated by this store. The staff since day one are rude, and they don't give a damn about customers. And at this point in time the only use this store has for me is where I will pick up my Avon Paxi parcels, I will not support a store that treats customers like this.

Staff in this store need proper training on how to treat customers and also be more efficient in their work. If there is a problem like this, surely they should have followed up and not just filed my documents. I love Pep Home but will not shop here and will rather drive to one of the other stores to make my purchases.