FORMAL COMPLAINT: PAXI Speed Delivery Failure & Intent to Claim Through Small Claims Court

I used PAXI to send t-shirts to a facility for mentally challenged individuals who were preparing for their Christmas show. These shirts — white, red, and green — were supposed to be delivered on Friday, 5 December. I specifically paid for Speed Delivery (3–5 days) and even asked the store staff to confirm that the parcel would arrive on time, as the facility was relying on these shirts for their event. The parcel was being sent from Kempton Park to Arcon Park in Vereeniging — hardly a long-distance delivery.

Yet on Friday, the parcel was still not delivered.

When I called PAXI, I was told that the delivery date is “only an estimated date.” This is completely unacceptable, especially when the service is advertised as being “four times faster than normal couriers.”

Their Christmas concert was scheduled for 6 December at 9 a.m. The shirts never arrived.

I phoned twice, and the only “assistance” offered was that they would email the courier. Email the courier — while I still have NO parcel, NO shirts, and NO solution, and while vulnerable individuals were left disappointed on a day that should have been joyful.

For people who have no one, a simple t-shirt is a meaningful gift — and PAXI ruined that moment for them.

To add to this poor service, I still have not received the PIN for my parcel.

Given the financial loss and emotional impact caused by this failure, I will be claiming my money back through the Small Claims Court.

I am extremely dissatisfied, and I will never recommend PAXI to anyone.