Poor Service

I would like to commend Novela for the excellent service he provided. He listened patiently and allowed me to express my frustration regarding the service failures I experienced. He assured me that he would follow up, and he kept his word by proactively updating me via WhatsApp. This initiative was extremely helpful, as it prevented me from having to call repeatedly. His level of service was professional, empathetic, and appreciated.

However, despite Novela’s efforts, the overall service from your company has been deeply disappointing. Due to operational errors and a lack of accountability, I have suffered a financial loss of approximately R4,000. I will no longer be using the Paxi Home Bag service.

No one took ownership of the issues, and I was not refunded for the three (3) Paxi Home Bags that I had to resend due to mismatched waybills. These errors were not caused by me, yet I carried the financial impact. This reflects a serious breakdown in process control, customer support, and accountability.

As a result of this experience, I am moving my business to Courier Guy. While Novela’s service was commendable and helped to ease the situation, it is not sufficient to retain me as a customer when the broader organisation fails to provide adequate support and resolution.

I trust this feedback will be taken seriously and used to address the service and accountability gaps that led to this outcome.