Urgent refund/exchange issue

Dear Pep Customer Service

I am writing to express my disappointment and frustration with the service I received at Pep Store 7325 Morena Mall ,Mmabatho in the North West Province.

On the 8th of January 2026,around 10:30 in the morning my partner went to purchase a Huawei Mifi Router priced R299.00,and was very specific by stating that he wanted the one he saw on the adverti*****t pasted by the window .Which he paid for and received a different brand of a Mifi Router,he got a ZTE Mifi which was even a return from another customer so said the lady who was assisting him,Neonyane .It even came from the display .The assistant continued to insert the SIM card and ordered my patner not to remove the sim as the data will be forfeited even though he requested to open the SIM card at home.When he got home we realised it was not what we were supposed to get and we were not happy about it and I decided to take it back immediately for a refund or an exchange.The Mifi Router is even chipped in one of the corners.

When I got to the Store,I then spoke to the manager and explained that what they gave us is not what we needed.i was extremely disappointed when the manager had no clue of what was advertised when I told her exactly what we wanted.I even asked if it was possible for them to give me a gift card instead.She then proceeded showing no interest in assisting me any further to say that they do not take Mifi Routers for an exchange or refund.She then said they did not force him to take the router .Her attitude made everything more unpleasant.

To show that they don’t even do their job properly,they didn’t even make my partner sign any slip as they should and why would they give a customer a return from another customer.

I am not happy at all because I can’t settle for what I don’t want.I would appreciate it if you would get a refund or an exchange and get what we wanted initially. Looking forward to a response.

Name. : Nomonde Moleleki Cell number : *** Email : *** Store location: Pep Store Morena Mall ,Mmabatho.