PAXi-PEP courier can loose your parcel and tell you there is nothing they can do

My cousin brother passed away a few years ago and the family contributed to creating a book of his life to be given to his mother. The book was printed in Cape Town and shipped to Pretoria to arrive on the first of August 2024. Two messages were received by my sister , the 1st stating the parcel arrival date, the second one stating the delivery is delayed. That’s the last we ever heard from PAXI. After several unanswered calls we finally tracked the parcel was sent back to the departure store. I never received an sms that the parcel had been returned to come and collect. Now PAXI and PEP have taken the parcel to a Deport and they say it will be destroyed. The emphasised how I will never see the parcel again. They found a number of the receiver that I do not know, I asked why they did not launch an investigation as to what happened and all the lady kept saying it that there is nothing they can do! This business does not investigate its operational errors and has no way of tracking ***** within their internal system. The customer is left to pay for it by not receiving their parcels and all they can say is that there is nothing they can do! Be warned ! PEP has gone into partnership with a business that holds no accountability for parcels missing!

We are now left with the painful knowledge that we have lost a book that we can never replace. 😔