Bad service,poor management,lying to customers - Consumer Complaint for PEP STORES

I have emailed customer care last week but no response...
On the 12/08/2020,we submitted a phone mobicel Rio for repairs via pep cell Chatsworth. A week later we submitted a 2nd phone via pep cell. My 2nd phone came back before the 1st,when I queried 31/08/2020 the manager stated it's not at the store,and it's gone to mobicel. The manager stated she couldn't get through to mobicel which was lies the fact being the call was answered by an automated response which took me to an agent. The agent stated the phone was logged by pep cell on the same day 31/08/2020 19 days after being handed to the store.

I called pep cell manager again and she then states no phones went out to mobicel in a while etc,what she didn't know is that we had sent in 2 phones on different dates and one had come back. Therefore lies.

We picked up the phone on 7 August 2020 and the phone had deep scratches on the screen as if something were banged on the screen whereas the back cover that was in my care was in excellent condition. Note that I had sent out another phone that came back in excellent condition but the phone I queried about literally looked scratched badly,I don't believe that happened at mobicel but at pep cell since it sat there for 19 days before being sent to mobicel.

Again your manager Cathy insists that the phone was sent etc but Mobicel has a record and doesn't beat around the bush when answering questions.

Again today 8/09/2020 I walked into pep cell,cos there are still technical issues with my phone,the manager Cathy says she can't send it back cos it's already been for repairs and works when comes on,not listening to what the customer is saying. So I inform her that I contacted Mobicel and I was told to go back to the store and send this phone to the technical manager at Mobicel.

On the document to be sent to Mobicel what I said and your manager typed was different EG. I said the phone came back with deep scratches ...she typed and printed phone has marks...

As I spoke the manager Cathy,just seemed to ignore me and not acknowledge if she has heard me or not and this got me really irritated,cos the customer is speaking and she as a manager is busy bending over some packages stating she has other things to do and I should wait...but she was called out of the back room when I arrived and suddenly she is very busy.

When I queried over the screen of my phone being badly damaged whereas my back cover which I had with me in excellent condition,she just ignored me and stated it came like that no one touched it...so where was it for 19 days before being sent to Mobicel??? Mobicel received this phone 3/08/2020 as per their records.


Basically your manager Cathy at Pep Cell Chatsworth is arrogant,rude,bends over and faces her behind while the customer speaks,speaks with her mask coming down to her mouth,she doesn't acknowledge the customer with a yes/no when the customer speaks and she comes out to greet the customer then claims she can't deal with the customer because we the customer is asking valid questions.

This is unacceptable
With all of the above do you blame a customer for being angry,she literally yelled at me over the counter... your manager needs to learn proper customer etiquette...never look down on a customer because you don't know their profession/background to belittle them!