Unprofessional Conduct at PEP Home Virginia

Dear PEP Customer Care

I am writing to formally lodge a complaint regarding the treatment I received at PEP Home Virginia today 23 December 2025 at approximately 5:00 PM.

I visited the store to purchase curtains and asked a male staff member for assistance with measurements, as I did not understand the sizing. He informed me that he was also not fami**** with the curtains and walked away without offering further help or calling another staff member. He also did not inform me that opening the curtains was not allowed.

I opened one curtain so that I can check if they will fit my windows then I put the one I have opened together with the other 2 that are closed on my trolley , Later after 10 - 15 minutes after I had placed three curtain packages in my trolley, a lady approached me with a very rude and aggressive attitude. She said, “You are part of the problem, people who open curtains and leave them like that.” This was said in front of other customers and caused me great embarrassment.

I calmly tried to explain that I had asked for assistance earlier and was never informed that opening the curtains was not allowed. There was also no signage indicating this. Instead of listening, she continued speaking to me disrespectfully and told me that I could not question her manner of speaking.

When I asked for her name and a manager, she said her name was Paballo and that she was the manager, aim not even sure if that’s her real name because she was not wearing a name tag. She continued to speak to me with an unacceptable attitude and even made a phone call in front of me, mocking the fact that I said I would report the matter.

This experience left me humiliated in front of other customers, who were visibly shocked by her behavior. This is not the standard of service I expect from PEP Home, especially from a manager.

I would like:

A formal apology from the store manager involved Feedback on how this matter will be addressed

I look forward to your response.

Kind regards