Poor Service Damaged Parcels

Complaint – Parcel Damage Due to Improper Handling (PAXI Delivery)

Good day,

I would like to formally lodge a complaint regarding a parcel sent via PAXI which was delivered today.

The parcels was handed over in good condition and correctly sealed. However, upon collection by the recipient, it was found that the contents were damaged due to mishandling during transit. One of the packets inside the parcels was torn with multiple holes, and other items were damaged as well.

This damage was clearly not due to poor sealing, but rather rough handling, as the outer parcels shows signs of pressure and improper stacking. Food items were included, and this kind of handling renders them unusable and unhygienic.

While I understand that compensation may not always be guaranteed, I am extremely concerned about the standard of care during transport. Parcels should not arrive in this condition, especially when sent through a trusted service.

I request that this matter be investigated internally to prevent future occurrences. Customers rely on PAXI to transport goods safely, and this experience has been disappointing.

Please advise on the next steps and whether supporting photos are required.

Kind regards, Junaid Springhall Pep Store Sent From: Webber road Lambton Germiston Pep Store Collected At: Ilanga Mall Date Sent: 18/12/2025