Pep-Paxi: Very bad service

I sent a parcel via the Paxi courier service. I paid the extra amount of money to fast track the delivery as my client was waiting for her products. I received an sms from Pep stating that my client could go fetch her parcel. When she got there, she was told that the waybill numbers have been mixed up and that her parcel was at another Pep Stores.

My client only had a few days in Hartbee****rtdam as she comes from Cape Town and was heading back within a few days. In the end I had to refund her and buy additional product to give to her before she left.

I did speak to Ryan, a supervisor at the call centre. He really tried to help where he can.

After a long time of to and fro-ing, it ended up that the parcel never left the initial store, and that it was lying there for a month or so before I was notified that I could go and fetch it.

I did speak to Ryan on numerous occasions because I had lost money and the experience was extremely bad for myself and my client. He did mention that they would compensate me and was told that management would be in contact to discuss my experience.

The parcel was initially sent on 16 June 2018. I still have not received any call from Paxi or Pep management to discuss this situation.

The service was shocking to say the least. I make use of a lot of courier services and I was willing to give Paxi a try, but never again.

I lost quite a bit of money because of this and I am totally disappointed that my case was obviously not important at all.