Terrible Customer Service at Pep – The Glen Balad Mall

Terrible Customer Service at Pep – The Glen Balad Mall

I had an extremely disappointing experience at Pep in The Glen Balad Mall on 28/02/2025 at around 09:55 AM. I visited the store intending to make a purchase, but what transpired was completely unacceptable.

The cashier, Siphokazi, had just returned from her tea break with food visibly messed on her mouth. Instead of maintaining basic hygiene, she wiped her mouth with her bare hands before proceeding to assist me. Concerned about cleanliness, I politely asked her to sanitize her hands before handling my items, ensuring my request was discreet so as not to embarrass her in front of other customers.

To my shock, she responded in an extremely rude and unprofessional manner, raising her voice and aggressively asking, "FOR WHAT!?" Instead of addressing the request appropriately, she outright refused to serve me. The situation was made even worse by the fact that the store manager, Catherine Tshabalala, was present yet did absolutely nothing to intervene or resolve the issue. I was left with no choice but to walk out of the store, having been denied service over a simple and reasonable request for hygiene. This level of customer service is completely unacceptable, and I strongly urge Pep management to review the camera footage to confirm this incident.

I expected better from a well-known retail brand, but this experience has left me highly disappointed. I will not be returning to this store and would caution others to reconsider shopping here unless serious improvements are made.