Complaint: Misleading Stock Information & Unprofessional Service at PEP Cell Diepkloof Square

I am extremely disappointed with the service I received at PEP Cell Diepkloof Square regarding the purchase of an Amplify smar****ch (black colour) for my son.

On 16 May, I visited the store and was informed that the black smar****ch was available. I was unable to purchase it at that time as I did not have my wallet with me, having come directly from the doctor.

On 17 May, I returned to purchase the item and was told only the rose gold/pink colour was available. During this visit, I also experienced poor customer service from a female staff member with short hair (******/brown/blond colour) and glasses, who was rude, dismissive, and unprofessional in her interaction with me.

On 20 May, I called the store and spoke to a male staff member (Naledi), who confirmed that there was stock available in black and rose gold in sufficient quantities. Based on this confirmation, I travelled back to the store.

Upon arrival, I was then informed that the black stock had “just been sold.” This directly contradicted the information I was given less than an hour earlier over the phone. The same female staff member again handled the situation in an unprofessional and dismissive manner.

Over three separate interactions, I received conflicting and inconsistent information about the same product, which resulted in unnecessary travel, wasted time, and inconvenience.

This experience reflects poor communication between staff members, lack of accountability regarding stock information, and unprofessional customer service.

I am requesting that management investigate this matter and provide clarity on:

* Why I received conflicting stock information across different visits and a phone call * Why stock confirmed over the phone was later unavailable upon arrival * The conduct and attitude of the staff member involved

I would also appreciate feedback on what corrective action will be taken to ensure this does not happen again.