Poor Service: PEP Horizon

On the 25 September 2025, my husband and I went to Pep Horizon. We did our shopping there and bought two cellphones, same model.

When the consultant at the store turned on the phones, the battery on the one phone was almost drained and the consultant advised us to charge it when we got home. The other phone worked perfectly fine. The simcard was inserted and the connection was excellent.

When we got home, we charged both phones. When we were busy setting up the phones, we realized that the one phone did not connect to the internet as fast as the other phone. That was the same phone that had a low battery at the store.

We did not put much thought to it as it was a new phone and thought the connection would improve.

Both phones were gifts, we sent them to the owners and advised them that if they noticed anything wrong with any of the phones, they should let us know.

Unfortunately my aunt took the phone that had a diffect and she is advanced in age. The battery of the phone gets drained on its own. The phone looses connection every now and then. When we called the phone, the phone would go to voicemail even when the phone was on.

We took the phone back to Pep Horizon and explained the matter. They booked the phone in for repairs as it is still under warranty.

I contacted the store to follow up with repairs, they advised the phone was returned back to the store and repairs were rejected. I asked what the reason for rejection was and they advised there was no reason given.

The phone was then booked in for the second time and repairs were rejected again with no reason.

We were advised to come through to the store and the same reason was given that repairs were rejected because they don't see anything wrong with the phone.

The phone is now booked for the third time. This is totally unacceptable. I have never received such disasterous service anywhere. This is so unprofessional and it's disappointing that Pep Horizon knows nothing about TCF.

We are stuck with a phone that has a diffect and clearly Pep Horizon is not prepared to rectify this error.

This was a waste of our money and time. We always shop at Pep Horizon but, how this issue was handled proves that Pep doesn't deserve the support as they do not care about their customers.

It's ridiculous that we have to go through this as customers.

I sent through my complaint on the 12 February 2026, to date, no feedback/resolution has been received.