I sent a parcel via paxi to a customer from Mall of the South to Ferndale. I chose the 7 to 9 days option. Same day I receive a sms that the parcel has been picked up by the courier.
On day 8 my customer asks for an update and I decide to check because a parcel that I sent from Southdale Pep a day before this one arrived in 5 days.
On the Paxi system there's no movement since the 22nd April. I call the number online for Pep Mall of the South and there's no answer. I try again a couple of times still no answer. I call the number for Ferndale. As I'm trying to verify if I've got the right store I'm put on hold.
I hold for about 3 minutes and no one is coming back to the phone. I hang up and try again for about 20 minutes. Eventually I think to call Paxi. I am assisted by a super friendly and helpful lady called Muriel. She assures me that she will get hold of them even if it means calling the store or regional manager. She calls back to update me that the store manager at Ferndale is not in the store but is going there now.
Eventually she calls me to tell me that my parcel actually never left Mall of the South. They marked the parcel as sent but kept it in the store. It will only be sent as from that day.
I call my customer who is panicking thinking I'm trying to scam her. So today I am refunding my customer and I will have to go to Ferndale to fetch my parcel when it eventually gets there. Today is the 11th day of the parcel being sent from Johannesburg Mall of the South to Ferndale still in Johannesburg. This will badly damage my business because of the reviews my customer may leave about me. I don't know if Pep Store cares about their reviews but looking at all the complaints I don't think they do.