Formal Complaint Regarding Incorrect Parcel Delivery and Poor Customer Service PEP ONLINE

I am extremely disappointed with the service I have received regarding my recent online order for two school jerseys.

At the beginning of May, I received an SMS stating that my parcel had arrived at my selected PEP store. When I went to collect it, I immediately told staff that the parcel did not appear to be mine. However, I was assured that it was correct because the parcel numbers matched.

After opening the package in my car, I discovered that the contents belonged to another customer. I immediately returned to the store and handed the parcel back to the store manager. The manager contacted PEP Online, but no resolution was provided at the time.

Since then, I have personally had to follow up repeatedly with PEP Online and customer services. Every time I speak to a different agent, I receive a completely different explanation regarding the whereabouts of my parcel. I have even had to contact the other customer myself in an attempt to resolve this matter because no one at PEP appears to know what is going on.

It has since come to light that my parcel was incorrectly sent to the Northern Cape while I live in Gauteng, and the other customer’s parcel was sent to my store instead. According to the other customer, she was informed that my parcel has been collected from her side and is supposedly out for delivery.

What is most concerning is that I have now received multiple phone calls from PEP asking whether I still have the other customer’s parcel, despite me repeatedly explaining that I returned it immediately to the store manager and even provided her name. The fact that I am still being questioned makes me feel as though I am being accused of theft for a mistake caused entirely by incorrect parcel labeling and mishandling by PEP.

To make matters worse, the other customer shared an email from PEP confirming that my local store had allegedly confirmed possession of the parcel. This directly contradicts the information I am now receiving from other agents. Clearly, there is a serious breakdown in communication and accountability within your system.

At this stage:

- I still do not have the school jerseys I paid for. - The other customer also does not have her items. - No refund has been processed. - No clear explanation or resolution has been provided.

I would like to know:

- Who will be held accountable for the incorrect labeling and handling of these parcels? - Why customers are expected to solve PEP’s internal mistakes themselves? - Why I continue to receive conflicting information from different agents?

These jerseys are urgently needed for my child, and this entire experience has been stressful, time-consuming, and unacceptable.

If this matter is not resolved urgently, I will have no choice but to escalate it further and share my experience publicly so that other customers can be aware of the risks involved.

I expect immediate assistance and a clear resolution.