Complaint Regarding Poor Customer Service at Pep Sontonga Mall (Katlehong

I am writing to formally lodge a complaint regarding the conduct and customer service I experienced from a staff member named S***u at your Pep Sontonga Mall branch in Katlehong on Saturday, 24 May 2025.

The first issue arose when I requested cashback after paying for a parcel I intended to courier. I informed the staff member that I would be using a different card for the cashback. However, she immediately declined by shaking her head and saying “No, no, no.” When I asked for clarification, she responded that I should have mentioned it before making the payment. I then told her not to proceed with the cashback and that I would do it at another place. Her tone and response were unnecessarily dismissive and unhelpful.

The second issue occurred while I was trying to send a parcel to Boksburg. After she entered the address into the system, it showed as being in Germiston. I politely asked her to hold off and proceed with helping other customers while I confirmed the correct address with the receiver. During this time, she repeatedly referred to me in front of other customers in a disrespectful manner, saying things like “wulosisi ongibambezelayo akayazi i-address” (this lady who is delaying me doesn’t even know the address) and encouraged others to scold me instead of her.

She then said to me in a rude tone, “Awuqedi kanti nawe?” (Aren’t you done yet?), and questioned whether I was confirming the address or googling it. I calmly explained that I was confirming with the receiver. When I finally gave her the confirmed address, she again questioned its validity and made another unnecessary comment: “This address is still in Germiston – does your person even know where this is?”

Her dismissive and sarcastic remarks throughout the interaction were not only unprofessional but also humiliating. My receiver was so concerned about the treatment I received that they attempted to call the store, but unfortunately, no one answered.

I am extremely disappointed with the service and lack of professionalism displayed by this staff member. As a customer, I expect to be treated with respect and patience. I trust that this matter will be taken seriously and addressed appropriately.