Pathetic customer service and day light *******

So I bought a phone a phone at Pep store at Eastgate Shopping Centre and a few days later it started jamming and I couldn’t type anything so I decided to take it back to the store on the 5th of July 2022. The cashier agreed that the phone was returned within 6 days of purchase and she would exchange it. She processed everything and then got to scanning the other phone. She said it was more expensive because the special was threw. She demanded we pay more. We informed her that it wasn’t fair for us to come back to exchange the same phone and have to pay more. We felt like they were trying to rob us by making us pay more for the same thing.

Then the cashier (Phumi) called the store manager to assist (Lindi) and she wasn’t interested. We waited for Lindi to come and she sat in her little office space and refused to assist. We eventually got irritated because of the waiting and she casually came out from the office and said she would call Natasha and find out. She didn’t even greet or look at us. She walked away and continued to do her things. We then asked for the old phone back so we could go to another store where we would be assisted and we were told the refund was processed and the cashier couldn’t reverse it. I had never been so frustrated at a store like I was yesterday. The best part was the rude store manager Lindi who thinks she is everyone’s manager walking around with an attitude. As a manager, I expected more from her but even the basic customer service skills are lacking. Maybe Pep needs to look at training for their managers or their selection criteria should include customer service skills.

An apology from Lindi and swift resolution of the matter would have saved me time that she can’t repay. I expect her to do better please