Paxi lost my parcel and decided to keep quiet about it!

I used PEP's Paxi courier service for the first time on 21 January 2019. Chose the option 7-9 business days at R49.95. What a bargain! Payment and detail collection at the PEP branch was straightforward.

On the 10th working day I noticed that I have not received and sms from Paxi yet and decided to track the parcel myself on the website. To my surprise the tracking report said that the parcel was LOST and that I need to contact Paxi for further assistance. Went to the local PEP branch where the parcel was sent from and asked if they can assist. Apparently not. In cases like these you are given a Paxi pamphlet with their contact details and politely asked to sort it out yourself.

This is where the circus started. I contacted Paxi customer care on Monday 4 January 2019 to inquire on the whereabouts of my parcel. The gentleman confirmed that the parcel was indeed LOST and that an investigation is currently underway to track it down. He promised that I will receive an answer within 48 hours and that his superiors will contact me with the good news.

48 Hours went by and still no call or sms from Paxi, so I decided to call them again. This time a lady confirmed that the parcel was not found and that someone from the "lost parcel department" will contact me to arrange a refund as soon as possible.

Next day, which is today, I still have not received any word from Paxi, so I decided to call them, AGAIN!

This time another lady informed me that the "lost parcel department's" people are unavailable for the rest of the week and that I can only expect a call on Monday 11 February 2019 at the earliest. How is it possible that a whole department is not available for two working days? Is it because the "department" is one person who is booked off sick? I don't know! Obviously disgusted I asked her if I may speak to her manager. "Sorry sir, our managers don't accept calls" was all I got.

Just to recap, at this point in time I have not received ANY FEEDBACK from Paxi with regards to this mess. Every time contact was made it was me who contacted them to find out what is going on.

So here I am 13 working days later. Waiting for that all important call from Paxi to try and arrange a refund for my parcel that they lost. (which is more than the maximum of R500 that they cover by the way)

To the PEP staff member who is reading this, please forward this complaint to the relevant person/department who can actually do something about the matter instead of making empty promises. If all else fails, I'm walking out of PEP with a bunch of clothes in my hand to make up for my loss.