Pep cell bad service

Good evening sir/madam. We hope this finda you well.

We went to Pep cell at phumulani mall, tembisa to buy a phone yesterday, which my partner had made a lay-buy for. Instead of taking the one she lay-brought she decided to buy a little bit higher priced one. A manager was called and his first words were, "we arent your bank". My partner was furious and i tried calming her to sustain peace and a good sale.

We went back today return it after they told us that there's a 7days guarantee for any technical issues. Which she enccountered. She had found out that the phone makes some cranking noises/sounds sometimes when she's on phone calls and we decided to take it back. We have twin nabies who are just a year and a few months old. So whenever we both need to go somewhere, we need to take them with us. We stood at a queue to make an exchange or get a refund for maybe ten minutes or more, then finally got to the till to get assistance. A lady by the name of Mpumi was supposed to help us but instead she helped us with a ton of bad attitude and poor customer service. She said she can not exchange nor refund us because according to her the phone is fine. So, either we go back home and wait until the problem restrikes again or she can't help us.

She did not only have a bad attitude but she also said things like "it makes sense that we have to wait on queues with babies in our hands for so long". And as a person who has a responsibility to provide, I tried explaining that I can't afford to come there for countless days as I also have to work, and to my surprise this didn't matter, when I asked if it made sense, she said, "either sensible or not shes not going to do anything". Instead of causing a scene and yelling I humbly asked for our papers and phone and left. And not only did she serve us bad attitude and terrible customer service, but she made us wait for more than twenty minutes , carrying babies just to tell us that she is not going to help us. She had both of us taking waiting turns while she was busy with her other staff in the store room.

In conclusion, we would just like to have our refund since it's clear that the employees there can't serve us well.

Thank you Best regards TS Mosebedi N Zulu