Pep and Paxi disgusting service!!!

I am beyond furious with PEP and your PAXI service. What was supposed to be a simple delivery has turned into absolute incompetence, negligence, and complete disregard for customers.

Firstly, NOWHERE were we informed — verbally or clearly — that there is some “insurance” we supposedly had to pay in order to be protected. No one at the PEP store at Vaal Mall mentioned this. Not a word. And now, conveniently after the parcel is “lost,” this insurance suddenly becomes important. That is unacceptable and misleading.

And let me be very clear: nobody stands at the till reading a receipt. Receipts go into a bag or a pocket after purchase. If something as critical as insurance is involved, it should be clearly explained verbally, not hidden in fine print and then used later as an excuse to avoid responsibility.

Secondly, the parcel contained goods worth close to R2000. We were specifically asked which delivery option we wanted, and we clearly chose the 3–5 working day option, which cost R110, instead of the cheaper options that take longer. We paid extra because we expected a faster and more reliable service.

We sent this parcel on 3 December. Today is 15 December. That is far beyond 3–5 working days. So the first serious question is: WHY was the parcel not delivered within the timeline we PAID for in the first place?

Now we are told the parcel was supposedly lost in a hijacking. While that may be unfortunate, that is NOT the customer’s problem. Your internal security and logistics failures are not something customers should be punished for.

To make this even worse, this parcel was Christmas shopping for our child who is in another province at the moment because of your delays, lack of communication, and now this loss, one of our children will be left without their Christmas items, while the others already have theirs. This is due to slow delivery, poor service, and now the holiday season making it impossible to replace in time.

So because of PEP and PAXI’s failure, one child is now disadvantaged, and that is completely unacceptable.

Let me be clear: We did everything right. PEP and PAXI failed at every step.

This is shocking service, misleading communication, and a total lack of accountability. Being told “sorry, you didn’t take insurance” after the fact — when we were never properly informed — is insulting.

I expect a full explanation, accountability, and a proper resolution for goods worth nearly R2000 that were lost while under your care and by the way you are kept on hold for the customer care number for paxi and they don't respond on the watsapp number This matter can not simply be brushed off