Misleading Consumers

Subject: Misleading Consumers PAXI [#CSA0013RLU] [JEBAG1V]/ [#CSA0013QAE] [JE6T4PL] Dear Reader, I’m writing to raise a serious concern about misleading service received at your store regarding PAXI deliveries. I was given two delivery options for the big bag, clearly printed on the PAXI bag: 1) 3–5 days for R139 2) 7–9 days for R119. I paid for the 3–5 day option, faster delivery. The assistant confirmed reliability and that I'd get a SMS —which I did. But to my shock, after leaving the shop I received the SMS stated an 11-day (ELEVEN) delivery estimate—more than double the time paid for. I returned to the store, the same assistant said she selected the correct option and brushed off the issue, telling me to “contact PAXI.” There were no in-store notices or disclaimers about delivery delays. If I’d known the truth, I would’ve chosen the cheaper option—or used another service entirely. What’s frustrating is the lack of accountability. The transaction took place entirely in a PEP store, with PEP staff, on a PEP till, using PAXI-branded packaging—and yet I’m told it’s “not PEP’s responsibility.” To draw a parallel: I asked what to do with a faulty cell phone if I bought it there, assistant said, “Bring it back to us.” So. I asked “why are PEP prepared to take responsible for phones by outside suppliers, but not for services like PAXI, could it be because they are well aware that they are misleading clients????” This inconsistency is not only confusing—it’s misleading and borders on misrepresentation. The system and staff likely knew up front, that delivery would take longer, yet still sold me the “faster” option. I expected better from PEP. Consumers deserve honesty and accountability, not shifting blame after the money is in the till. She referred me to the PEP Help Desk, I contacted them twice and they confirmed what the Shop assistant said and shunting away from any accountability on behalf of PEP. This is NOT fair to consumers, this should not happen. According to the Consumer Act consumers have the right to get what they pay for. This feels like a setup designed to deceive, not deliver. For transparency, I’ve included the SMS and the Helpdesk response. I’m also forwarding this to: HelloPeter/ Consumer Goods & Services Ombud/ Courier & Delivery Ombud/ PAXI / RSG Radio (anonymously) This kind of service is unacceptable—and should never become the norm. PEP should display passion towards service and ethics.