Parcel tampered, items missing, no assistance, staff rude, extremely disappointing.

I am extremely disappointed with my experience using Pep Paxi.

When I received my package, five items were missing, worth approximately R1 500. It was immediately clear when I collected the parcel that it had been tampered with, and I notified Pep Paxi support right away. I phoned an agent and was advised to enquire via WhatsApp. Over the past two weeks, I have followed up four times, spending around thirty minutes each time speaking to an agent on WhatsApp and providing all the required information, including photos of the missing items and their packaging. I was assured that the matter would be handled promptly. It has now been two weeks with no feedback whatsoever.

These items are urgently needed for our December holiday, which makes the lack of response even more frustrating.

I also revisited the Pep The Grove branch in Pretoria, where I collected the package, in the hope of getting assistance in person. Unfortunately, the staff member who assisted me, Lorraine, was extremely rude and refused to help. Her behaviour was entirely uncalled for and left a very negative impression, suggesting a guilty conscience.

I truly wish I had read other reviews before using Pep Paxi, as it seems I am not alone - many people complain that their items get lost or ******. Despite multiple follow-ups via phone, WhatsApp, and an in-person visit, no meaningful assistance has been provided.

I will not be using Pep Paxi again to send or receive parcels, and I will advise and warn others against using this service.