Dissatisfaction at PEP Marapyane

I would like to express my disappointment with the service and the way an exchange was handled at the PEP store in Marapyane (Store 7211,store manager Matome Monama) .I purchased shoes for my sister at a PEP store in Pretoria for my brother’s wedding. Unfortunately, the shoes did not fit her. She went to the PEP store in Marapyane hoping to exchange them for the correct size or another suitable pair of shoes.My sister actually wanted the shoes, but the correct size was not available. She then tried to choose another pair of shoes, but the pair she found was cheaper than the original shoes. There was therefore a remaining balance. We were not asking for cash to be handed to her. We simply asked whether the remaining amount could be put onto a gift card, voucher or store credit so that she could return at a later stage and use that balance to purchase something else from PEP.

Instead, she was told that she had to take items to the full value of the original purchase. I do not understand why a customer should be forced to buy something they do not need simply because there is a remaining balance. If the correct shoes are not available and the alternative item costs less, surely there should be a practical way to retain the remaining value for the customer to use at a later date. What makes this even more frustrating is that we understand that other stores are able to provide customers with a gift card, voucher or similar arrangement for a remaining balance.

The matter could have been resolved very easily. We were willing to exchange the shoes. We were willing for the money to remain with PEP. All we were asking for was for the remaining balance to be recorded on a gift card, voucher or store credit so that my sister could come back and purchase something when she found something she actually needed.Instead, she is now faced with the inconvenience and expense of travelling from Marapyane to Pretoria because the store could not provide a practical solution.

I am also extremely disappointed by the way the manager handled the situation. When I tried to explain what had happened and ask for assistance, the manager did not seem interested in understanding the situation and eventually hung up the phone on me. This was unprofessional and unacceptable. Again, this was never about demanding money back. We were simply asking PEP to retain the remaining amount as credit for a future purchase rather than forcing my sister to spend the entire amount immediately on items she does not want or need.

I believe PEP can do better in terms of customer service and finding reasonable solutions within its policies. I would appreciate clarification on the policy regarding exchanges where the replacement item costs less than the original item, particularly whether the remaining balance can be issued as a gift card, voucher or store credit for future use and also what happens when something is bought as a gift used a debit card? Are we now being forced to return the gifts all due to not having the debit card?

I would also appreciate that this matter be investigated, including the conduct of the manager, and that a practical resolution be provided without requiring my sister to travel unnecessarily from Marapyane to Pretoria. PEP can do better.