AM
Amanda M
Active since Dec 2025
2
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Reviews
2 reviews4 months ago
URGENT COMPLAINT: Unacceptable Treatment and Refusal of Return – PEP Cell
To PEP Customer Service / Management, I am writing this email in extreme anger and disappointment regarding the shocking and unacceptable service I received at PEP Cell, Gateway Mall on 23 December 2025 at approximately 16:05. On 20 December 2025, I purchased two devices from PEP Cell Durban (Store 4702) for my son and my sister. The only reason I bought these devices was so they could connect to Wi-Fi to watch YouTube and stream content. Both devices fail to connect to Wi-Fi, which makes them completely useless to me. I went to the Gateway Mall PEP Cell store to return the devices. The devices are not damaged, still in their original boxes, with all accessories and the original till slip, and the return is within the 7-day return period. Instead of helping me, I was treated disrespectfully and unfairly. After explaining the problem, the manager told me they could not assist because the store does not have Wi-Fi to test the devices. I was then told—in a very rude manner—that I must bring my home fibre router to the store so they can test the phone. This request is absolutely ridiculous, unreasonable, and unacceptable. I made it very clear that the devices do not suit my needs, yet I was still refused a return. I was told it is not their problem, and that I must drive all the way back to Durban Central, which is far from where I live, because staff at the original store “did not explain properly.” To make matters worse, the manager spoke to me loudly and disrespectfully in front of other customers, causing me serious embarrassment. Customers were staring because of how loudly and aggressively she spoke to me. This behavior is unprofessional and humiliating. When I asked to speak to someone senior, I was told she is the highest person available and that I must call customer service myself. This is completely unacceptable for a paying customer who is simply asking for help within policy. This was disgusting, embarrassing, and shocking customer service. I have never been treated this poorly in my life. I am demanding the following: An immediate return and full refund for both devices. A formal investigation into the behavior of the Gateway Mall PEP Cell staff and management. Urgent feedback on how this situation will be resolved. PEP has completely failed me as a customer. I expect this matter to be handled immediately I need the phone returned both immediately Regards, An extremely angry and disappointed customer
0 replies
4 months ago
URGENT COMPLAINT: Unacceptable Treatment and Refusal of Return – PEP Cell
To PEP Customer Service / Management, I am writing this email in extreme anger and disappointment regarding the shocking and unacceptable service I received at PEP Cell, Gateway Mall on 23 December 2025 at approximately 16:05. On 20 December 2025, I purchased two devices from PEP Cell Durban (Store 4702) for my son and my sister. The only reason I bought these devices was so they could connect to Wi-Fi to watch YouTube and stream content. Both devices fail to connect to Wi-Fi, which makes them completely useless to me. I went to the Gateway Mall PEP Cell store to return the devices. The devices are not damaged, still in their original boxes, with all accessories and the original till slip, and the return is within the 7-day return period. Instead of helping me, I was treated disrespectfully and unfairly. After explaining the problem, the manager told me they could not assist because the store does not have Wi-Fi to test the devices. I was then told—in a very rude manner—that I must bring my home fibre router to the store so they can test the phone. This request is absolutely ridiculous, unreasonable, and unacceptable. I made it very clear that the devices do not suit my needs, yet I was still refused a return. I was told it is not their problem, and that I must drive all the way back to Durban Central, which is far from where I live, because staff at the original store “did not explain properly.” To make matters worse, the manager spoke to me loudly and disrespectfully in front of other customers, causing me serious embarrassment. Customers were staring because of how loudly and aggressively she spoke to me. This behavior is unprofessional and humiliating. When I asked to speak to someone senior, I was told she is the highest person available and that I must call customer service myself. This is completely unacceptable for a paying customer who is simply asking for help within policy. This was disgusting, embarrassing, and shocking customer service. I have never been treated this poorly in my life. I am demanding the following: An immediate return and full refund for both devices. A formal investigation into the behavior of the Gateway Mall PEP Cell staff and management. Urgent feedback on how this situation will be resolved. PEP has completely failed me as a customer. I expect this matter to be handled immediately. Regards, An extremely angry and disappointed customer
0 replies
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