Lost Parcel and Lack of Communication

Good day

I am writing to formally lodge a complaint regarding the handling of my recent order/shipment with your company.

Tracking Number/Order ID: [D***] Date of Order/Dispatch: [2nd of May]

To date, my parcel has not been delivered, and despite my attempts to follow up, I have not received any meaningful communication or updates from your team. This lack of response and resolution is highly disappointing and unacceptable. I called Paxi 6 times today and no one called me to inform me my Parcel is missing. I've spoken to a lady with the name of Zama whereby she gave me false information advising me my parcel was delivered to Pep Stores Adderley Street Cape Town. I spoke to the manager at the store and she advised the parcel never reached the store. On the system it shows the parcel is logged as missing at the HUB code P4421.

I request that you investigate this matter urgently and provide a clear update regarding the status of my parcel. If the item is confirmed lost, I expect a full refund as soon as possible or suitable compensation as per your company’s policy.

Please respond to this email as soon as possible to avoid further escalation of this matter, which may include filing a complaint with consumer protection authorities or pursuing legal options.

I look forward to your prompt response.