PATHEIC AND APPALLING SERVICE

ITS BEEN NEARLY 3 MONTHS...!!!

Subject: Escalation of Complaint Regarding Lost Parcel – Tracking No. D*** Dear Sureen Du Toit, I am writing to you as a last resort to address the unresolved issue regarding my parcel (Tracking No. D***). Despite repeated attempts to resolve this matter through your customer service channels, I have received no satisfactory response or resolution. The parcel, containing Christmas clothes for my brother and his children, was handed over on 29 November 2024 and picked up on 2 December 2024. These items held significant sentimental value, especially as their mother had passed away. I deliberately sent it early to avoid the holiday rush, expecting it to arrive by 12 December 2024. Here is a summary of the ongoing issue: 1. On 13 December, I spoke to Vohiswa, who informed me the parcel was with Cape Town Couriers. 2. Later, I spoke to Nthabiseng, who stated the parcel was lost in transit. 3. Despite sending an email, I received no response. Sharon subsequently confirmed it had been forwarded to the couriers. 4. On 7 January, I spoke to Singaphwa, who confirmed the parcel was marked as lost, and I should file a claim. I am deeply upset by this situation, especially considering PAXI's claims of reliability and advanced tracking technology. Surely, there should be a system to identify which drivers or couriers handle parcels for different areas, and the store codes should assist in locating missing items. The lost parcel contained three Christmas bags with clothing, packaged in a large bag. It is difficult to comprehend how such a sizable parcel could go missing. The effort I put into selecting and sending these items has been rendered meaningless, and the children’s excitement has turned into disappointment. I request that you personally investigate this matter urgently. I need clarity on: - The specific steps taken to locate my parcel. - How such lapses in tracking and accountability are being addressed within PAXI. - What compensation PAXI will provide for the loss of my parcel. This experience has shaken my confidence in your service, and I hope you will take immediate action to resolve this. Please respond at your earliest convenience to address my concerns.