Poor customer service, returns and communications

Subject: Poor Service and Lack of Communication Regarding Mobile Device Return

Dear PEP Team,

I am writing to express my extreme dissatisfaction with the service I received at the Swartruggens Pep store regarding the return of a mobile device. On 13 March 2024, I purchased a mobile device from the Pep Swartruggens store on 2nd of March 2024. Unfortunately, the device did not perform as expected and frequently froze, causing significant inconvenience.

Within the 14-day return period, I promptly returned the device to the Pep store, expecting a smooth process. However, the branch manager assured my cousin (whose mobile number is ***) that they would contact her regarding the refund. Regrettably, no communication was received from the branch manager, leaving my cousin frustrated and disappointed.

The lack of communication and poor service has led to unnecessary delays in resolving this matter. As a result, my cousin is now in the process of seeking a refund for the faulty device.

I urge Pep to improve its customer service and communication channels to prevent similar incidents in the future. Customers deserve transparency and timely updates, especially when dealing with returns and refunds.

I kindly request that this complaint be escalated and addressed promptly. I expect a resolution that reflects better service and communication standards.

Thank you for your attention to this matter.

Sincerely,

Dipuo Mobile: ***