Lack of product knowledge

I am writing to express my extreme disappointment regarding the service I recently received at your PEP store located at Ndofaye Mall.

On my visit, I approached the store to process a transfer refund. To my shock, the store manager, Portia, displayed a dismissive and condescending attitude throughout the interaction. Instead of offering assistance or guidance, I was bluntly told to “go look for a fax machine.” I took the time to visit several places, including PostNet, only to learn that fax services have been discontinued.

Rather than being helpful, Portia made me feel as though I was inconveniencing her, to the point that I found myself apologizing for “wasting her time.” This is unacceptable behavior for someone in a leadership position. A store manager should be knowledgeable and supportive, not dismissive or indifferent.

Out of desperation, I called the number provided on the PEP transfer/refund application form. Fortunately, I was connected with a gentleman named Martin Mathebula, who was professional, kind, and willing to assist. He even asked me to hand the phone to the store manager so that he could explain the correct process directly to her. I was left baffled that a store manager could be so uninformed about basic company procedures.

While one gentleman at the store did show willingness to assist, the overall experience highlighted a serious lack of product knowledge and customer service from the store manager. It is evident that urgent training is required, especially at management level, to ensure customers are not sent from “pillar to post” for something as straightforward as a refund.

This experience was both frustrating and disappointing, and I trust that this complaint will be taken seriously.