Complaint

I purchased a Hisense cellphone from Pep in Site C in November 2024. The phone started having issues, so I returned to Pep in February. They initially requested earphones, which I didn't understand because the issue was with the phone, not the earphones. To avoid delays, I went home to fetch the earphones. Upon returning, they then requested the charger, so I had to call someone to bring it. After they booked the phone for repair, I was later informed it was ready for collection.

When I collected the phone in March, the same issue persisted, so I returned to Pep. I explained the problem and was told I would be refunded. However, when I arrived, it was past 12:00 PM on a weekend, and the cashier informed me that the manager had stepped out and I should return during the week. Since I work Monday to Friday, I asked if I could send my sister in my place, and the cashier agreed, with the security also confirming it was fine.

Unfortunately, my sister couldn't go during the week either, so I went back on the weekend. When I spoke with the manager, she said she couldn’t get in touch with the person responsible for refund authorization, and that I’d need to come back during the week. I asked again if my sister could handle it, but the manager said no.

I returned again last week, and they began the refund process. However, halfway through, the manager said they couldn’t proceed without authorization and that I should come back on Tuesday. I explained that I work during the week but would be free until 12 PM on Monday. The manager confirmed she’d contact head office first thing Monday morning. On Monday, she called to say the person responsible was not at work, and I would need to return on Tuesday. Then, on Tuesday, I received another call saying the manager was off sick and they didn’t know when she would return. As a result, my refund could not proceed.

It has now been almost a month, and I’ve been sent from pillar to post at Pep. The level of service I’ve received is unacceptable. Does this mean that if the manager is sick, I have to wait indefinitely for a refund? What if she’s sick for an entire month? Will Pep store operations be on hold for that long? at this pointing time I strongly advise people not to purchase a cellphone at Pep store at all. the service is bad.