PAXI sent to the cashier's choice

I’ve always noticed that PEP service drops once you get to Eastern Cape. Last year I sent my sister to Pep store Goven Mbeki and she was sent back because I did not give her a store number to my surprise in Fourways mall there’s only one Shoe City. I’ve let that one incident pass. On the 24 Feb 2024 my sister went to PEP AMALINDA and had a store number C9230 and she was told they don’t send PAXI to Shoe City it’s PEP to PEP and that’s a big lie. I just want to understand what do you need in order to perform this duty properly? You can’t be sending us from pillar to post as if we don’t know where the parcel is going. I feel like it goes with a cashier's mood. My number is ***