Brand's performance
1.5
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
0%
Average Response Time
0%
Solution Rate
0%
Average Ratings
10%
Customer Retention Rate
0%
Category ranking
Men's and Women's Clothing
1 Lacoste 36.8
2 Markhams 25
3 PEP 15.7
...
Pep Stores1.5
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Pep Stores - I was sold an itel phne under false pretences

No resolution
1/10
Barbara Gilberts
Barbara Gilberts filed the complaint
27 December 2022
I needed a new phone and went to a PEP store in Northmead Mall Benoni. I am with the Vodacom network and told the saleslady I was interested in phones manufactured by Vodacom. I liked the look of the Itel and asked her if it was made by Vodacom. She said it was and showed me the Vodacom logo on the packaging. I bought the phone but from the first time I used it I could tell that it was extremely slow even lagging for up to 30 seconds (which I timed). The screen also kept freezing and had to be rebooted frequently. Not being happy at all I went to my nearest Vodashop to see what the problem was and could it be fixed. Imagine my surprise when they informed me that the phone was NOT made by them but only used their network. By now I was really angry and returned to PEP to tell them what Vodashop had said. They admitted the phone was not made by Vodacom and also that they knew the phone was slow (having had complaints from other customers) but told me that there was no basis for replacing my phone. I feel that I have been duped and sold the phone under false pretenses (basically I was lied to by the saleslady) as I would never knowingly have bought a phone not made by Vodacom, whose phones and network I have used for years. I have also bought many phones from PEP over the years finding them reasonably priced and have always received good service but now I feel like I have lost trust in PEP stores
Incident date: 27 December 2022
Barbara Gilberts
Barbara Gilberts rated the brand
25 February 2023

Pep Stores definitely has the most untrained and ignorant staff members with zero customer service relations. Based on the way I was treated even though I had been lied to and the error was theirs I will never enter any Pep store again. Shortly after placing my complaint I went to the same Pep store with my elderly mother who was also looking for a phone. As we entered the staff recognized me and immediately started conversing in their language, laughing and obviously discussing us. We were left standing at the cellphone sales counter while staff wandered around the shop not approaching us and obviously annoyed that I had reported their shoddy service to head office . After waiting for a while we eventually gave up and left and went to Ackermans where we were treated very courteously and left satisfied. Pep stores needs to train its staff members better and tell them to have a better attitude

This complaint has been considered as not resolved.
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