PEP Gugulethu Square – Appalling PAXI Service and Parcel Tampering

I had an extremely disappointing experience with the PAXI service at PEP Gugulethu Square, Cape Town. I sent two parcels and received SMS notifications confirming that both had been delivered and were ready for collection. When my sister-in-law went to collect them, she was only given one parcel and was later told—incorrectly—that the second parcel had already been collected. The staff were rude, dismissive, and unhelpful.

After I followed up with the dispatch branch, they confirmed that the missing parcel was indeed delivered to this PEP store and awaiting collection. Only after my sister-in-law presented proof of tracking did the staff “find” the parcel. Shockingly, the parcel bag was torn open, and it was clear this was not due to transit damage but deliberate tampering, with items missing. The staff showed no concern or accountability when this was raised.

This incident raises serious concerns about parcel security, staff conduct, and internal controls at this branch. I strongly advise customers not to use the PAXI service at PEP Gugulethu Square.