Complaint: Deeply Disappointed and Heartbroken as a Loyal Customer – PEP Home Brackenfell (Fairbridge Mall)

I am writing this with deep frustration and disappointment. On 27 November 2025, I bought a Samsung Galaxy A06 (MTN) from PEP Home Brackenfell, Fairbridge Mall. I was told that I had 7 days to return the phone if I experienced any issues, so I trusted this reassurance. What hurts me even more is that this is not my first time buying phones from this store. In the past, I bought three phones for my kids, and all of them worked perfectly. I never had to return a single one because I was genuinely happy with the quality. That is exactly why I trusted PEP again. But this time, the moment I started using the Samsung Galaxy A06, I realised it was completely unsuitable for my needs. I bought it specifically for business and marketing purposes, but the phone’s performance is extremely disappointing. • The speaker quality is very poor, making it difficult to hear clearly. • The video quality is blurry, which makes it impossible to use for professional content. I felt frustrated and discouraged because I spent my hard-earned money on a device that does not serve its purpose. No one at the store advised me to test the phone or check whether it met my requirements before buying it. When I went back to the store, only the cashier spoke to me, and I was told they cannot take the phone back, even after I explained all the issues. I even offered to top up and pay more to get a better phone that would meet my needs, but they still refused to help. What made this experience even more painful was the behaviour of the person I believed to be the supervisor or manager. He did not take a moment to attend to me properly. He didn’t explain anything, didn’t offer help, and simply dismissed me. I was left standing there feeling ignored, helpless, and disrespected. Now I am stuck with a phone that is completely useless for my business, and I will have to save money again just to buy another device. As a loyal customer who has supported this store before, this experience has truly left me heartbroken and disappointed.