Poor customer service

I am writing to express my deep dissatisfaction with the handling of two parcels I sent, which were meant to be delivered to Hluhluwe. What began as a simple shipment has turned into an incredibly frustrating experience, and I am now seeking urgent answers and resolution.

The issue began when the lady assisting us mistakenly entered the destination as Hlabisa instead of Hluhluwe. When we identified the error, we were told to contact PAXI to correct it. I promptly called PAXI and requested that the parcels be redirected to Hluhluwe.

After waiting for several weeks, the parcels had still not arrived. We visited PEP Hluhluwe to find out what was going on, only to be told that the parcels were still in Hlabisa. I called PAXI again to ask when the parcels would be collected from Hlabisa and was assured that an email would be sent to the courier, and I would receive feedback.

Unfortunately, no feedback was ever provided.

After waiting further, we returned to PEP Hluhluwe to follow up. The staff there called PAXI, only to be told again that the parcels were still in Hlabisa. I called PAXI once more, only to hear the same response—an email would be sent to the courier, and I would be provided with feedback. Needless to say, I never received any feedback.

This repetitive cycle has now continued for weeks. Each time I follow up, I am told the same thing: that an email will be sent, with no further resolution or communication.

Today, on 28 October 2024, I called PAXI again. The person assisting me said they needed to send another email to the courier. When I expressed my frustration and asked for answers, I was met with a simple, “I am sorry.” I explained that apologies were no longer sufficient—I need concrete answers. I asked if they could provide the courier’s contact information so I could follow up directly. I was told that this information could not be shared, and when I requested that they escalate the matter to the team leader, I was informed that the team leader was busy.

I am now left with no answers. All I have received for weeks are empty promises of emails to couriers, with no action or feedback. It is my belief that the parcels may have been lost, given that no one has provided me with any information.

This level of service is absolutely unacceptable. I need immediate answers regarding the whereabouts of my parcels and a clear explanation of what has gone wrong. I expect a prompt response and resolution, as this matter has been dragging on for far too long.

Thank you for your attention to this complaint. I look forward to receiving a satisfactory response without further delay.