Urgent Refund Request and Cancellation – Incorrect PAXI Store-to-Home Guidance

Dear PEP Customer Service Team,

I am writing to request an urgent cancellation and refund of an online order I placed today after receiving incorrect information from a consultant at your Fourways store regarding the PAXI Store-to-Home delivery service.

I visited the Fourways store specifically to enquire about how I could use the PAXI Store-to-Home service. The consultant advised me that I needed to purchase the PAXI plastic online first. I was told that after completing the online purchase, I would receive a reference number, which I could then take back to the store. The store would provide me with the plastic, place my items inside it, and arrange for the items to be delivered to the recipient's home.

I followed these instructions in good faith and completed the online purchase. However, immediately after checkout, I realised that the process was not as explained to me. The order was for the plastic itself to be shipped, and there was no reference number that I could take to the store to proceed with the Store-to-Home service.

I subsequently contacted PEP online support for assistance. Unfortunately, I was directed between PEP, PAXI and online support, and the matter was not resolved. I clearly explained that I needed the order cancelled so that I could follow the correct Store-to-Home procedure. I was advised that a refund could only be processed in-store once the parcel had been received.

I explained several times that this solution is not practical in my situation. The parcel is being delivered to the Police Academy, and the recipient will not be able to leave the premises to take the parcel to a PEP store for a return. I therefore specifically requested that the order be cancelled before delivery, but my circumstances were not properly considered.

I would like to emphasise that I only made this purchase because I re**** on the information provided to me by the Fourways store consultant. Had I been correctly advised, I would not have purchased the plastic online in the first place, as I could have obtained it directly from the store.

I am therefore requesting the following urgently:

Please cancel the order before it is delivered. Please ensure that the parcel is not delivered to the Police Academy. Please process a refund for the purchase. If possible, I would appreciate a voucher refund that I can collect from the Fourways store on Monday. Please escalate this matter to the relevant team, as the incorrect information provided at the store directly resulted in this unnecessary purchase and inconvenience.

I would appreciate urgent assistance, as I do not want the parcel to be delivered when I have already explained that the recipient will not be in a position to return it.

I look forward to your urgent response and confirmation that the delivery has been stopped and the refund arranged.

Kind regards,

Molelekeng Lesiah Masimong