Rude store manager

Good day

I am writing to lodge a formal complaint about the conduct of the store manager at your PEP Home Eyethu Mall Ellen .I have been a loyal customer for a long time because I love shopping at PEP. However, I have never come across such a rude person. Her behaviour is unacceptable and it is not the first time I have witnessed it. I have been observing for quite some time now.Today, Sunday [insert date], I went to exchange a vase and artificial flowers I had bought. The items did not match my space. There were no security personnel to guide us, so we joined the queue. The moment the manager saw us, she shouted and said, “You must bring the parcel this side, why are you standing with the plastic there?” She did not give us a chance to explain that we were there to exchange. She spoke over me and shouted at me in front of my son. I was left feeling ashamed and embarrassed. While this was happening, she also shouted at an elderly pensioner at the parcel counter. She even shouted at her own staff in front of customers as if they were school children. She then accused me that the flowers were dirty, yet I had only bought them that Sunday. How could they be dirty?The cashier who assisted us was kind and professional, and I appreciate her help. But the manager’s behaviour ruined the experience.PEP is known for being a store for families and ordinary South Africans. A manager who shouts at elderly people, customers, and her own staff in front of customers does not represent those values. She does not deserve to be the face of such a beautiful store. Customers and staff deserve to be treated with respect and dignity.I am really not happy because I love shopping at PEP. But if this is the kind of service to expect, I will take my business elsewhere. I could not find anywhere in-store to report this, so I am emailing head office directly.I request that this matter be investigated and that I receive feedback on what action will be taken. PEP needs to remind managers how to deal with customers and staff with respect, especially in front of other customers.Thank you. I look forward to your response.

Kind regards, Lebza Mavhenga ***] Date of incident: 9 june 2026