Unprofessional

Dear PEP Customer Care,

I would like to formally lodge a complaint regarding the unacceptable service I received at your East Lynn (Baviaan****rt) branch on 13 August 2025 10:00

I visited the store to exchange an item and provided both the item I was returning, the item I wished to take, and the purchase slip to the cashier. During the process, there was an issue with the speed point machine. I indicated that it was fine, and I would rather just receive a refund instead.

At that point, the cashier and another staff member began speaking to each other in their own language, assuming I would not understand. Unfortunately for them, I did understand – they were calling me a **** and claiming I had never given them the slip. They also stated that they did not care if I complained to Head Office, as “nothing would happen.”

The cashier refused to assist me further, insisting that I must find the slip myself. I explained that I no longer had it on me because I had already handed it over. After some time, another staff member suddenly found the slip in the dustbin right next to where the cashier was standing. There was no apology or acknowledgment of the error.

I am deeply disappointed by this unprofessional and disrespectful conduct. I have always enjoyed shopping at PEP and have never encountered such treatment at any other branch. As someone who also works in the retail industry, I understand the pressures of dealing with customers, but the attitude and behaviour displayed here were completely unnecessary and unacceptable.

I request that this matter be investigated, that appropriate action be taken, and that I receive confirmation that steps are being put in place to ensure this does not happen to other customers.