Scores reflect the Overall AI Score for each category
Based on recent customer reviews, PEP is described by customers as a retailer where affordability is the main draw but service execution repeatedly falls short. Recurring themes include dismissive or confrontational till staff, refusal of returns without a physical slip, and Paxi parcels that arrive late, tampered with, or not at all. Account and credit issues, including *****ulently opened accounts, are a persistent source of frustration across branches.
Top Strengths:
- •Product Quality & Value: Product Quality & Value (1.4) is the least damaged theme. Customers genuinely praise pricing on kids clothing, school stationery, bedding and basics. However, budget cellphones failing within days and pricing that does not match shelf labels drag the theme down heavily.
TrustIndex
1.9
NPS Score
-86
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About PEP
What do customers say about PEP?
Based on recent customer reviews, PEP is described by customers as a retailer where affordability is the main draw but service execution repeatedly falls short. Recurring themes include dismissive or confrontational till staff, refusal of returns without a physical slip, and Paxi parcels that arrive late, tampered with, or not at all. Account and credit issues, including *****ulently opened accounts, are a persistent source of frustration across branches.
What is PEP's biggest strength?
PEP's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Product Quality & Value (1.4) is the least damaged theme. Customers genuinely praise pricing on kids clothing, school stationery, bedding and basics. However, budget cellphones failing within days and pricing that does not match shelf labels drag the theme down heavily.
What are the most common complaints about PEP?
The most common complaint about PEP, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Logistics. Delivery, Fulfilment & Logistics (1.1) is dominated by Paxi failures. Customers report parcels lost, hijacked, opened, or handed to the wrong person, with tracking frozen for weeks and compensation capped at R500 on goods worth thousands.
Is PEP trustworthy?
PEP has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 680 reviews in the last 12 months. Hellopeter has tracked PEP across 6,016 total reviews. How is the TrustIndex calculated? →
Recent reviews (680)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2016
Disgusting imbecile of a manager
Pep Stores have a trust rating of 1.something. This is because of their recurring themes which include dismissive or confrontational till staff. Well I have just experienced the worst possible abuse at the hands of a "woman" who was not only confrontational but downright rude, arrogant and bullying me. This is unacceptable. I have her name and will give it to the right person who is investigating this allegation. When I entered the store, she was standing guard there with her chest out. I saw her watching us, but I didn't care much because I wanted to just buy something and go. Suddenly she pounced upon us and shouted at us, saying we not supposed to open the packets. What the stupid nitwit was doing was to embarrass us and to show the people who were there what a bully she was. I believe it was a ****** attack because we didn't open the packets. If she was such a good manager (she claims to be the manager) then while standing there, surely she could have seen the packages were already opened. So she wasn't doing her job well. She was shouting at us and calling us *****. Then like a real stupid mad women she had the gall to tell me that I called her a ****. Please Pep stores employ people who are educated, competent and polite. This women tore into me and my husband, ripping us to shred and embarrasing us. She took great delight in torturing us. She definitely was being ******!!! I am deeply offended with her rude and hurtful tactics. She told me she was recording me! Great! Lets see the tape. It will prove how she acted. Maybe she has some kind of mental problem or she just had a bad day. Please send her to a psychologist because it is dangerous to customers to be faced with such erratic behaviour.
1 reviews | Active since May 2016
Disgusting imbecile of a manager
Pep Stores have a trust rating of 1.something. This is because of their recurring themes which include dismissive or confrontational till staff. Well I have just experienced the worst possible abuse at the hands of a "woman" who was not only confrontational but downright rude, arrogant and bullying me. This is unacceptable. I have her name and will give it to the right person who is investigating this allegation. When I entered the store, she was standing guard there with her chest out. I saw her watching us, but I didn't care much because I wanted to just buy something and go. Suddenly she pounced upon us and shouted at us, saying we not supposed to open the packets. What the stupid nitwit was doing was to embarrass us and to show the people who were there what a bully she was. I believe it was a ****** attack because we didn't open the packets. If she was such a good manager (she claims to be the manager) then while standing there, surely she could have seen the packages were already opened. So she wasn't doing her job well. She was shouting at us and calling us *****. Then like a real stupid mad women she had the gall to tell me that I called her a ****. Please Pep stores employ people who are educated, competent and polite. This women tore into me and my husband, ripping us to shred and embarrasing us. She took great delight in torturing us. She definitely was being ******!!! I am deeply offended with her rude and hurtful tactics. She told me she was recording me! Great! Lets see the tape. It will prove how she acted. Maybe she has some kind of mental problem or she just had a bad day. Please send her to a psychologist because it is dangerous to customers to be faced with such erratic behaviour.
1 reviews | Active since Oct 2026
Mistreated by the staff together with the manager
a deeply unacceptable and stressful experience with the staff and management at the PEP branch located at PEP Dear PEP Customer Care and PAXI Support, I am writing to correct the location for the complaint I just submitted. The correct store is the PEP branch located at Thabong Shopping Centre in Sebokeng (not Palm Springs). Here are the details for reference: Subject: Urgent Complaint Regarding Staff and Management Misconduct and PAXI Service Issues at PEP Thabong Shopping Centre, Sebokeng cent As a paying customer using my own money to run my business and ship orders through PAXI, I am repeatedly subjected to poor service, harassment, and unprofessional behavior from the employees and the store manager: 1. Hostility Over Using This Store: Staff and management have repeatedly questioned me, demanding to know why I always come to this PEP branch instead of PEP Home or PEP Cell, treating me as an inconvenience for using a standard public service. 2. Incompetence and Abandonment: Today, staff members did not know how to process a PAXI Express package. Instead of admitting they lacked training or checking the system properly, they argued that the destination was ineligible simply because it didn't show up on their screen right away. When I tried to explain that the destination was fully eligible, the entire staff walked away and left me standing at the counter alone until I was forced to ask if anyone was going to help me. 3. Manager Complicity: The store manager was right there during the commotion and actively participated in or supported this behavior, rather than stepping in to resolve the issue professionally or assisting with the system. 4. Refusal to Sell Certain Bags: Staff members also try to block me from buying the standard 3-5 day Speed bags to take home and pack, making up arbitrary rules about what I am allowed to purchase. This lack of customer service, poor understanding of PAXI procedures, and disrespectful treatment by both the staff and the manager at this branch are completely unacceptable. I kindly request that management investigate this branch, retrain the staff and the manager on PAXI operations, and address these customer relations issues. They couldn't answer why on my phone the store was eligible..they finally helped me and said I shouldn't come back there that they don't need my money .
1 reviews | Active since Oct 2026
Mistreated by the staff together with the manager
a deeply unacceptable and stressful experience with the staff and management at the PEP branch located at PEP Dear PEP Customer Care and PAXI Support, I am writing to correct the location for the complaint I just submitted. The correct store is the PEP branch located at Thabong Shopping Centre in Sebokeng (not Palm Springs). Here are the details for reference: Subject: Urgent Complaint Regarding Staff and Management Misconduct and PAXI Service Issues at PEP Thabong Shopping Centre, Sebokeng cent As a paying customer using my own money to run my business and ship orders through PAXI, I am repeatedly subjected to poor service, harassment, and unprofessional behavior from the employees and the store manager: 1. Hostility Over Using This Store: Staff and management have repeatedly questioned me, demanding to know why I always come to this PEP branch instead of PEP Home or PEP Cell, treating me as an inconvenience for using a standard public service. 2. Incompetence and Abandonment: Today, staff members did not know how to process a PAXI Express package. Instead of admitting they lacked training or checking the system properly, they argued that the destination was ineligible simply because it didn't show up on their screen right away. When I tried to explain that the destination was fully eligible, the entire staff walked away and left me standing at the counter alone until I was forced to ask if anyone was going to help me. 3. Manager Complicity: The store manager was right there during the commotion and actively participated in or supported this behavior, rather than stepping in to resolve the issue professionally or assisting with the system. 4. Refusal to Sell Certain Bags: Staff members also try to block me from buying the standard 3-5 day Speed bags to take home and pack, making up arbitrary rules about what I am allowed to purchase. This lack of customer service, poor understanding of PAXI procedures, and disrespectful treatment by both the staff and the manager at this branch are completely unacceptable. I kindly request that management investigate this branch, retrain the staff and the manager on PAXI operations, and address these customer relations issues. They couldn't answer why on my phone the store was eligible..they finally helped me and said I shouldn't come back there that they don't need my money .
1 reviews | Active since Oct 2013
UNACCEPTABLE CUSTOMER CARE PEP SPRINGSGATE
I send a parcel with speedy delivery PAXI from PEP, Springsgate 7 October. The parcel was supposed to be delivered today to Pep, Pinetown St. Johns Centre. I called PAXI customer care today to found out what happened to the parcel just to hear that the parcel was rejected. NOBODY CONTACTED ME FROM PEP TO LET ME KNOW THE PARCEL WAS REJECTED. I just call PEP Springsgate and the one that answered the phone is totally *********** to help. While on the phone with me she shouted in my ear to somebody there in the store. I gave her the parcel number *** times. Then she told me to hold on. After nearly 4 minutes I ended the call because nothing happens. MY QUESTION!!! WHY DID THE LADY BEHIND THE COUNTER LET ME PAY R110 AND PUT THE BAG WITH THE RUSKS IN THE BAG. CLOSED IT AND DID NOT INFORM ME OF ANYTHING. Here I'm sitting. Under the impression that the parcel is PINETOWN already just to be informed it is not. UNACCEPTABLE CUSTOMER CARE. WHAT IS PEP GOING TO DO ABOUT IT? Then they have the audacity to send me a sms telling me there is a overnight service available now. WHERE IS THE STUFF THAT I WANTED TO SEND!!!!!!
1 reviews | Active since Oct 2013
UNACCEPTABLE CUSTOMER CARE PEP SPRINGSGATE
I send a parcel with speedy delivery PAXI from PEP, Springsgate 7 October. The parcel was supposed to be delivered today to Pep, Pinetown St. Johns Centre. I called PAXI customer care today to found out what happened to the parcel just to hear that the parcel was rejected. NOBODY CONTACTED ME FROM PEP TO LET ME KNOW THE PARCEL WAS REJECTED. I just call PEP Springsgate and the one that answered the phone is totally *********** to help. While on the phone with me she shouted in my ear to somebody there in the store. I gave her the parcel number *** times. Then she told me to hold on. After nearly 4 minutes I ended the call because nothing happens. MY QUESTION!!! WHY DID THE LADY BEHIND THE COUNTER LET ME PAY R110 AND PUT THE BAG WITH THE RUSKS IN THE BAG. CLOSED IT AND DID NOT INFORM ME OF ANYTHING. Here I'm sitting. Under the impression that the parcel is PINETOWN already just to be informed it is not. UNACCEPTABLE CUSTOMER CARE. WHAT IS PEP GOING TO DO ABOUT IT? Then they have the audacity to send me a sms telling me there is a overnight service available now. WHERE IS THE STUFF THAT I WANTED TO SEND!!!!!!
1 reviews | Active since Oct 2026
PEP harassment
I have an account with PEP. I am currently unemployed for more than a year,I'm trying to put something on my account to show that I have not forgotten about the account,the thing is this I constantly get harassment sms'es up until night time. PEP is the worst company ever who are in considerate when u tell them about not working..
1 reviews | Active since Oct 2026
PEP harassment
I have an account with PEP. I am currently unemployed for more than a year,I'm trying to put something on my account to show that I have not forgotten about the account,the thing is this I constantly get harassment sms'es up until night time. PEP is the worst company ever who are in considerate when u tell them about not working..
1 reviews | Active since Oct 2026
Disappointing Customer Service at PEP PE Greenacres, C J Langenhoven Dr, Newton Park, Gqeberha, 6045 – Lack of Assistance with
I am extremely disappointed with how PEP PE Greenacres, C J Langenhoven Dr, Newton Park, Gqeberha, 6045, has handled an incident involving my missing parcel. I realised that my parcel had gone missing while shopping at the store on a Saturday 26 September 2026. The following day, I contacted the store to request assistance with CCTV footage, hoping to establish what had happened. Instead of receiving proper guidance, I experienced what I felt was a dismissive and unhelpful attitude from the store manager. I was referred to Customer Service, who informed me that the manager should have escalated the matter to the Area Manager. After following up in person, I was eventually told that the Area Manager had been contacted and that I would receive feedback. To date, I have received nothing. I have since opened a case with SAPS, but even the investigating officer has reportedly struggled to obtain the footage, with the explanation that the store manager is unavailable. My concern is not that PEP is responsible for my missing parcel, but rather how poorly my request for assistance has been handled. As customers, we deserve respect, clear communication and reasonable cooperation, especially when an incident requires police investigation. I am sharing this experience to raise awareness and encourage PEP to take customer concerns seriously. PEP Head Office, please intervene, preserve the relevant CCTV footage and assist SAPS with the investigation before potentially important evidence is lost
1 reviews | Active since Oct 2026
Disappointing Customer Service at PEP PE Greenacres, C J Langenhoven Dr, Newton Park, Gqeberha, 6045 – Lack of Assistance with
I am extremely disappointed with how PEP PE Greenacres, C J Langenhoven Dr, Newton Park, Gqeberha, 6045, has handled an incident involving my missing parcel. I realised that my parcel had gone missing while shopping at the store on a Saturday 26 September 2026. The following day, I contacted the store to request assistance with CCTV footage, hoping to establish what had happened. Instead of receiving proper guidance, I experienced what I felt was a dismissive and unhelpful attitude from the store manager. I was referred to Customer Service, who informed me that the manager should have escalated the matter to the Area Manager. After following up in person, I was eventually told that the Area Manager had been contacted and that I would receive feedback. To date, I have received nothing. I have since opened a case with SAPS, but even the investigating officer has reportedly struggled to obtain the footage, with the explanation that the store manager is unavailable. My concern is not that PEP is responsible for my missing parcel, but rather how poorly my request for assistance has been handled. As customers, we deserve respect, clear communication and reasonable cooperation, especially when an incident requires police investigation. I am sharing this experience to raise awareness and encourage PEP to take customer concerns seriously. PEP Head Office, please intervene, preserve the relevant CCTV footage and assist SAPS with the investigation before potentially important evidence is lost
1 reviews | Active since Oct 2026
Purchase a basket but it was not included in my parcel
Good day I am writing to lodge a formal complaint regarding my purchase at your store in Pep home Boardwalk on 30/09/2026 I purchased several items including a washing basket, which I paid for,however upon arriving home and opening my parcel, I discovered that the cashier did not include the washing basket in my parcel even though it was paid for. I have attached a copy of my till slip as proof of purchase. I kindly request that you investigate this matter because I been trying to make arrangements to get the basket and calling the branch for updates cz they told me area manager we drop the basket at pep home Motherwell on 8/10/2026 but that didn't happen...no update or what so ever.I called them today regarding the basket but the person who answered the phone said she knows nothing about the basket and she will call me back till now no update. Please kindly assist me
1 reviews | Active since Oct 2026
Purchase a basket but it was not included in my parcel
Good day I am writing to lodge a formal complaint regarding my purchase at your store in Pep home Boardwalk on 30/09/2026 I purchased several items including a washing basket, which I paid for,however upon arriving home and opening my parcel, I discovered that the cashier did not include the washing basket in my parcel even though it was paid for. I have attached a copy of my till slip as proof of purchase. I kindly request that you investigate this matter because I been trying to make arrangements to get the basket and calling the branch for updates cz they told me area manager we drop the basket at pep home Motherwell on 8/10/2026 but that didn't happen...no update or what so ever.I called them today regarding the basket but the person who answered the phone said she knows nothing about the basket and she will call me back till now no update. Please kindly assist me
1 reviews | Active since Oct 2026
Bad service
I would like to report bad service. This is my second time being at pep bara zone 6 and my experience was bad. I went there last week Wednesday to do a payment n I couldn't because of the wrong information they gave me after I've stand in the que for so long. Today I went there to shop because I saw nice items when I was there. I had things with me. When I got in I found 4 ladies next to the door busy talking I greeted n ask if I should leave my things by the parcel counter and none answered. When I walked in they now telling me I should leave them at the counter. There's a queue and there's one cashier available but they were busy talking by the door. No one was coming to assist.
1 reviews | Active since Oct 2026
Bad service
I would like to report bad service. This is my second time being at pep bara zone 6 and my experience was bad. I went there last week Wednesday to do a payment n I couldn't because of the wrong information they gave me after I've stand in the que for so long. Today I went there to shop because I saw nice items when I was there. I had things with me. When I got in I found 4 ladies next to the door busy talking I greeted n ask if I should leave my things by the parcel counter and none answered. When I walked in they now telling me I should leave them at the counter. There's a queue and there's one cashier available but they were busy talking by the door. No one was coming to assist.