CB Retail Stores Pep Stores Complaints #2-21

Pep Stores review: Poor service and disrespect by the worker

pepcomplain of ZA

Jun 26, 2026 5:12 pm UTC

Verified customer

Featured review

FORMAL COMPLAINT REGARDING POOR CUSTOMER SERVICE

Subject: Formal Complaint Against Employee Cathy and Store Manager Merriam – PEP Mokopane Crossing Mall

Dear PEP Customer Care,

I am writing to lodge a formal complaint regarding the unacceptable treatment I received at the PEP store in Mokopane Crossing Mall.

On 26 June 2026 at approximately 17:20, I was shopping for pajamas and was looking through different sizes. While I was doing so, an employee named Cathy, who was in another aisle, loudly shouted at me and instructed me to put the clothes back the way I had found them.

I calmly attempted to explain that I was still looking for my size and had not finished shopping. Instead of listening, Cathy became disrespectful and called me offensive and inappropriate names. I found her behavior unprofessional, humiliating, and completely unacceptable for someone serving customers.

I informed Cathy that I intended to report her conduct to the store manager. Her response was that she was not afraid of her boss and that I could call the manager if I wanted to.

I then requested to speak to the store manager, Merriam. Unfortunately, I was disappointed by how the matter was handled. Before properly investigating the incident, the manager appeared to accept Cathy’s version of events. I requested that she speak to the customers who had witnessed the incident, as they had seen and heard everything that had happened. However, my request was refused, and no effort was made to obtain statements from the witnesses.

As a customer, I expected to be treated with respect and to have my complaint investigated fairly and impartially. Instead, I left the store feeling embarrassed, disrespected, and unheard.

I respectfully request that PEP Head Office:

* Conduct a thorough and impartial investigation into this incident.
* Review any available CCTV footage from around 17:20 on the date of the incident.
* Interview any staff members or customers who may have witnessed what occurred.
* Address the conduct of both Cathy and the handling of my complaint by the store manager, Merriam.
* Provide me with feedback regarding the outcome of your investigation and any corrective action taken.

I have always regarded PEP as a retailer that values its customers, which is why this experience was so disappointing. I trust that this matter will be taken seriously and handled professionally.

I look forward to your response.

Yours faithfully,
Seven Boya

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36 Stellenberg Road, Parow Industria, 7493, South Africa

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