Bad Service At PEP

I would like to express my disappointment regarding the service I received when sending a parcel through Paxi at your store.

After standing in a long queue because only two tills were operating, I was informed by the cashier that the Paxi system was down. I was then asked to stand aside while other customers were assisted. Considering the amount of time I had already spent waiting, I found this frustrating and unprofessional. I eventually had to remind the cashier to check the system again before my parcel was processed.

After paying for my parcel, I left the store and only received the Paxi confirmation message approximately 20 minutes later.

This delay raised concerns about whether my parcel had been processed correctly and whether it remained secure before being sealed and dispatched.

Upon arriving home, I also realised that I had left my driver's licence card at the store. I then had to contact the store myself and request that it be kept in a safe place until I could collect it. I was concerned by the apparent lack of urgency and customer care shown throughout the entire experience.

I would appreciate clarification on whether customers are supposed to receive their Paxi confirmation messages immediately after payment. The delay in receiving the notification has left me uncertain about the handling and security of my parcel.

I believe management should investigate these concerns and review both service levels and customer care procedures to ensure that paying customers receive the standard of service they deserve.