pathetic service

Dear PEP PAXI Management Team and CEO,

I am writing this formal complaint to express my outrage and extreme disappointment with the unacceptable service received from PAXI regarding parcel D***.

The parcel was dropped off on 08 July 2025 with a promised delivery time of 3 to 5 working days. Today, 18 July 2025 (10 working days later), the parcel has still not been delivered, and your communication has been vague, dismissive, and unhelpful.

Your only update was:

“PAXI :) Parcel D*** is slightly delayed. We're working hard to deliver your parcel ASAP. SMS will be sent upon arrival. Thank you for your patience!”

Slightly delayed? This is double the promised time frame, and your so-called “hard work” has resulted in zero progress or real feedback.

According to your system:

Destination: P8601 PEP CAPE TOWN GOLDEN ACRE Estimated delivery date: 15 July 2025

It is now 18 July 2025, and still nothing. What is going on? What kind of pathetic service is this?

This delay has caused serious consequences. The items were urgently needed by my little sister, who is a university student in Cape Town. Because of this delay, she has fallen ill, and we now face additional medical expenses.

We demand the following immediately: Immediate delivery of the parcel without any further excuses or delays.

A full written explanation of why this happened and why no proactive communication was provided.

Compensation for the delay and inconvenience caused, including coverage for the additional costs incurred (medical fees and transport costs).

A clear commitment to improving service standards to prevent future failures.

This level of negligence and disregard for customers is unacceptable for a major retailer like PEP. If this issue is not resolved within 24 hours, we will escalate this matter through: ✔ The Consumer Protection Act authorities ✔ Social media platforms, tagging PEP, PAXI, and the CEO ✔ News and consumer watchdog programs

We are tired of empty apologies. We want action, accountability, and compensation.

This complaint is directed to the highest level, including the CEO of PEP, as this reflects a systemic failure in your service delivery and customer care.

I expect an urgent response and resolution within 24 hours.

Sincerely, Victor Mooi ***