I am writing to formally express my outrage and deep disappointment at the unacceptable conduct of the manager at the PEP Store in Langebaan during my wife’s recent visit.
My wife visited the store to send a parcel via the PEP-to-PEP service.
The parcel was correctly packed and filled only up to the clearly indicated line on the bag, in accordance with the stated requirements. Despite this, upon arriving at the counter, she was met with an immediate, rude and dismissive attitude from the manager, without so much as a greeting or any form of basic courtesy.
Instead of addressing the matter professionally or respectfully, the manager spoke to her in a demeaning and humiliating manner in front of other customers, treating her as though she were an employee being reprimanded rather than a paying customer. At no point was there any attempt to explain the issue politely or assist constructively. The entire interaction was unnecessarily hostile and deeply disrespectful.
The incident affected my wife to such an extent that she returned to the car in an emotional state. After gathering herself, she decided to return to the store to address the matter directly with the manager, informing him that his behaviour had been rude, disrespectful, and completely unacceptable.
Rather than acknowledging her concerns or showing any form of accountability, he outright denied behaving inappropriately and insisted that he had not been disrespectful in any way.
What is even more concerning is that allegedly similar incidents have occurred before, particularly involving female customers. If this is indeed the case, then this behaviour appears to be part of a troubling pattern and not an isolated incident. No customer should ever be made to feel belittled, embarrassed, or intimidated when making use of a service.
As members of the public, we expect professionalism, courtesy, and basic human decency from staff in customer-facing positions, especially from management.
The conduct displayed by this individual reflects extremely poorly on the store and creates an environment that customers should not be subjected to.
It is my sincere hope that this matter will be taken seriously and addressed appropriately before further incidents occur.
– PEP customer
Response:
PEP is committed to treating all customers with dignity and respect, and we appreciate the matter being brought to our attention.
We are extremely concerned by the experience described and have started our investigation with the relevant team.
Leanne Beattie
Brand Marketing Manager, Pep Stores
