PAXI and PEP - BAD SERVICE

Dear Hello Peter,

I would like to raise a concern regarding my recent experience with Pep Home Tembisa and PAXI.

My parcel was damaged, and I received a call from Pep Home Tembisa about it. On the call, I asked what the next step should be, and I was told that I should buy another plastic. I declined and requested that the parcel be cancelled instead. They then advised me to go to the store to have it cancelled.

When I arrived at the store, I queued and was assisted, but the staff told me that they could not help because it was after 6:00 pm and PAXI closes at that time. I specifically mentioned earlier that I knock off late, yet I was still advised to come to the store.

At the store, I was told to call PAXI the next day to request the cancellation, and that I could then send someone to collect it for me. However, when I called PAXI, the consultant told me that they cannot assist me if I am not physically at the store.

This is very frustrating as Pep and PAXI are giving me two completely different instructions. It clearly shows that there is no consistent process or standard being followed, leaving customers stuck in the middle.

I kindly request clarity on the correct process to resolve this matter and for my parcel to be cancelled without further inconvenience. At the same time, I strongly urge you to review the process to ensure clear and consistent communication between PAXI and Pep staff.

Based on this experience, I cannot recommend the service as it currently stands.