Scores reflect the Overall AI Score for each category
Based on recent customer reviews, PEP faces significant customer experience challenges across virtually every touchpoint. The overwhelming majority of feedback describes rude and dismissive staff, lost or delayed Paxi parcels, faulty phones with drawn-out repair cycles, adversarial refund processes, and fraudulent account openings that damage credit profiles. While isolated stores and named employees earn genuine praise for warmth and professionalism, these bright spots are vastly outnumbered by systemic service failures.
Top Strengths:
- •Product Quality & Value: A small number of customers praise PEP's affordable pricing, wide variety of basics, and specific product lines like tissue oil and bedding. Value for money on clothing and home goods is occasionally highlighted.
TrustIndex
2.2
Score
Ranking
#39
in Retail
NPS Score
-83
Recommended: Unlikely
Recent reviews (643)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
Appalling and degrading service
Yesterday at about 17:20 we went to Pep at Tonk Meter in Springs, the service we got there was appalling, when we got there the ladies were cleaning which wasn’t a problem, soo we proceed to look for what we wanted , as we were minding our own business, a rude lady came to us and said we have closed, which shock I asked my partner should we leave the store, rudely soo she left, so we had to stop buying and go pay, while at the till, the cashier was actually nice..she assisted while asking for my I.D that specific rude lady was shouting and laughing soo ghetto with her colleagues, the poor cashier told them they making noise, they ignored her and carried on screaming, I’m actually disappointed at how black people treat one of there one like that. I’m soo disappointed with them it’s a pity I couldn’t see her name tag…
1 reviews | Active since Jan 2020
Appalling and degrading service
Yesterday at about 17:20 we went to Pep at Tonk Meter in Springs, the service we got there was appalling, when we got there the ladies were cleaning which wasn’t a problem, soo we proceed to look for what we wanted , as we were minding our own business, a rude lady came to us and said we have closed, which shock I asked my partner should we leave the store, rudely soo she left, so we had to stop buying and go pay, while at the till, the cashier was actually nice..she assisted while asking for my I.D that specific rude lady was shouting and laughing soo ghetto with her colleagues, the poor cashier told them they making noise, they ignored her and carried on screaming, I’m actually disappointed at how black people treat one of there one like that. I’m soo disappointed with them it’s a pity I couldn’t see her name tag…
1 reviews | Active since Jan 2020
PEP Refusing Warranty & Ignoring Customer – Stylo Tablet Issue
PEP Refusing Warranty & Ignoring Customer – Stylo Tablet Issue I purchased a Stylo 8-inch tablet from PEP in April 2025. Within the first week, the screen cracked due to accidental damage, but the device continued to function perfectly for about 6 months. Later, the tablet developed a charging fault and now does not charge at all. When I took it back to PEP, they refused to even assess the device under warranty, simply because of the cracked screen — without any technical inspection to determine if the issues are related. I escalated the matter to PEP Head Office, but they completely ignored me. I then lodged a complaint with the Consumer Goods and Services Ombud (CGSO) on 10 February 2026. I was told the supplier had 15 days to investigate. It is now 18 March 2026, and there has been no feedback or resolution. This is unacceptable. I have followed all proper legal channels, yet PEP continues to ignore the matter. I am now escalating this to Gauteng Consumer Affairs. I request that PEP: - Properly assess the device - Honour the warranty if the defect is unrelated to the crack Very disappointing service and lack of accountability.
1 reviews | Active since Jan 2020
PEP Refusing Warranty & Ignoring Customer – Stylo Tablet Issue
PEP Refusing Warranty & Ignoring Customer – Stylo Tablet Issue I purchased a Stylo 8-inch tablet from PEP in April 2025. Within the first week, the screen cracked due to accidental damage, but the device continued to function perfectly for about 6 months. Later, the tablet developed a charging fault and now does not charge at all. When I took it back to PEP, they refused to even assess the device under warranty, simply because of the cracked screen — without any technical inspection to determine if the issues are related. I escalated the matter to PEP Head Office, but they completely ignored me. I then lodged a complaint with the Consumer Goods and Services Ombud (CGSO) on 10 February 2026. I was told the supplier had 15 days to investigate. It is now 18 March 2026, and there has been no feedback or resolution. This is unacceptable. I have followed all proper legal channels, yet PEP continues to ignore the matter. I am now escalating this to Gauteng Consumer Affairs. I request that PEP: - Properly assess the device - Honour the warranty if the defect is unrelated to the crack Very disappointing service and lack of accountability.
1 reviews | Active since Jan 2020
Cheeky & grumpy cashier
Going to PEP home at president hyper there is a Cashier by the name of SESE very cheeky & grumpy, Thinking customer relations is a favor to customers. I had to remind her that Putting on PEP uniform she's the Face of the business. She'll ignore you the only time she opens her Mouth is "cash or card". I regret spending my money there
1 reviews | Active since Jan 2020
Cheeky & grumpy cashier
Going to PEP home at president hyper there is a Cashier by the name of SESE very cheeky & grumpy, Thinking customer relations is a favor to customers. I had to remind her that Putting on PEP uniform she's the Face of the business. She'll ignore you the only time she opens her Mouth is "cash or card". I regret spending my money there
1 reviews | Active since Jan 2020
MUST Improve technology for customer support
Lost ID & Denied buying power even with recent account payment . I lost my wallet with my ID, Drivers Card and my Pep card inside. A few days prior I had paid my account and was even approved for credit limit increase for good payments. Pep & other stores that use the card are the only reason I ever need to reach for my wallet as they only allow purchasing with a physical card, I this day & age. I have my store cards stored on a Stored card app and my phone wallet. Tomorrow is my son’s birthday & when I needed to get him gifts I was told I could not since I didn’t have my physical card. I explained that I have a with the card and that I have my ID with a barcode on my phone so I can get a replacement card while in the process of applying for ID replacement. I was told unfortunately there is no way I ca access usage of my card. I was referred to call customer care and they said all they can do is cancel my card and nothing else. So PeP had no way to help a customer in my situation, they have no way to verify validity of a customer except if they swipe a car in their magnetic machine. c’mon, even an airport, I can access a plane without an actual physical ID, a soft copy will suffice. This has to change immediately, we are not in the year 1980. You can’t have a customer who pays and honour their debt with the customer not have access or at least have some steps to have to follow in order to remedy this in the quickest way possible. Improve your in-store technology, get rid of this magnetic swipe card system & upgrade . This all happens at Mall of the North - Polokwane. My son will have to wait until I get a new ID before I can get him gifts for his bday tomorrow, disappointing and heartbreaking really .
1 reviews | Active since Jan 2020
MUST Improve technology for customer support
Lost ID & Denied buying power even with recent account payment . I lost my wallet with my ID, Drivers Card and my Pep card inside. A few days prior I had paid my account and was even approved for credit limit increase for good payments. Pep & other stores that use the card are the only reason I ever need to reach for my wallet as they only allow purchasing with a physical card, I this day & age. I have my store cards stored on a Stored card app and my phone wallet. Tomorrow is my son’s birthday & when I needed to get him gifts I was told I could not since I didn’t have my physical card. I explained that I have a with the card and that I have my ID with a barcode on my phone so I can get a replacement card while in the process of applying for ID replacement. I was told unfortunately there is no way I ca access usage of my card. I was referred to call customer care and they said all they can do is cancel my card and nothing else. So PeP had no way to help a customer in my situation, they have no way to verify validity of a customer except if they swipe a car in their magnetic machine. c’mon, even an airport, I can access a plane without an actual physical ID, a soft copy will suffice. This has to change immediately, we are not in the year 1980. You can’t have a customer who pays and honour their debt with the customer not have access or at least have some steps to have to follow in order to remedy this in the quickest way possible. Improve your in-store technology, get rid of this magnetic swipe card system & upgrade . This all happens at Mall of the North - Polokwane. My son will have to wait until I get a new ID before I can get him gifts for his bday tomorrow, disappointing and heartbreaking really .
1 reviews | Active since Jan 2020
Customer complain
I was at pep friday morning and I got a very bad service and I did email them at the head office no on get back to me I dnt know whether it's becouse I am a black person or what becouse if it was a white person there were going to make means to call me I am very very disappointed at pep store
1 reviews | Active since Jan 2020
Customer complain
I was at pep friday morning and I got a very bad service and I did email them at the head office no on get back to me I dnt know whether it's becouse I am a black person or what becouse if it was a white person there were going to make means to call me I am very very disappointed at pep store
1 reviews | Active since Jan 2020
My parcel was sent o...
My parcel was sent on the 13 of February and it was supposed to reach my destination on the 26 of February that was the estimation date ...I haven't received it till today and it the 14 of March as I write this ..when I call paxi customer service the keep on saying I must wait for 48 hours and I did that nothing happened I already could them five times and they are all telling me the same thing ..now I asked what can I do to get a refund of my things because those things in that parcel cost me R1000 and they told me I can't until it says my parcel is lost ...what I don't understand if it wasn't lost I would have got it already..I'm real frustrated coz I can't get my money and people wants their orders which was on that parcel ..for me PEP their service is really bad
1 reviews | Active since Jan 2020
My parcel was sent o...
My parcel was sent on the 13 of February and it was supposed to reach my destination on the 26 of February that was the estimation date ...I haven't received it till today and it the 14 of March as I write this ..when I call paxi customer service the keep on saying I must wait for 48 hours and I did that nothing happened I already could them five times and they are all telling me the same thing ..now I asked what can I do to get a refund of my things because those things in that parcel cost me R1000 and they told me I can't until it says my parcel is lost ...what I don't understand if it wasn't lost I would have got it already..I'm real frustrated coz I can't get my money and people wants their orders which was on that parcel ..for me PEP their service is really bad
1 reviews | Active since Jan 2020
I have spoken to consultants from Sam Ntuli and Lemontree and they have not been of any help to me I need a solution as they not managed to help me at all
I opened an account at Pep and I didn't buy anything but for some reason I have accumulated a balance of 96rands it's not the 1st time they asked me to pay ,I payed because they said it was insurance on the card so I canceled the insurance and asked for the account to be closed but I am being sent from pillar to post and as long as the account stays open it accumulates a balance of which I am not prepared to pay because I have never used the account When I spoke to them about closing the account they tell me they need my bank statement which doesn't make sense because I just need my account to be closed This will ruin my credit score please help
1 reviews | Active since Jan 2020
I have spoken to consultants from Sam Ntuli and Lemontree and they have not been of any help to me I need a solution as they not managed to help me at all
I opened an account at Pep and I didn't buy anything but for some reason I have accumulated a balance of 96rands it's not the 1st time they asked me to pay ,I payed because they said it was insurance on the card so I canceled the insurance and asked for the account to be closed but I am being sent from pillar to post and as long as the account stays open it accumulates a balance of which I am not prepared to pay because I have never used the account When I spoke to them about closing the account they tell me they need my bank statement which doesn't make sense because I just need my account to be closed This will ruin my credit score please help
1 reviews | Active since Jan 2020
Staff need training to be friendlier
Visited Pep Home Ermelo 1. Zero Customer service 2. Needed extra on an item - floor staff said she can't check for the other stores and refused to go look at the back 3. No customer friendly service
1 reviews | Active since Jan 2020
Staff need training to be friendlier
Visited Pep Home Ermelo 1. Zero Customer service 2. Needed extra on an item - floor staff said she can't check for the other stores and refused to go look at the back 3. No customer friendly service