PAXI
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, PAXI is facing severe and consistent service failures across every measured theme. Customers describe lost parcels, weeks-long delays, unreachable or scripted support, opaque tracking, and minimal compensation when things go wrong. The recurring pattern is one of broken promises, undisclosed insurance limits, and a courier handover process that customers feel lacks accountability and urgency.
TrustIndex
1.6
Jul '25 - Jun '26
Based on recent customer reviews, PAXI is facing severe and consistent service failures across every measured theme. Customers describe lost parcels, weeks-long delays, unreachable or scripted support, opaque tracking, and minimal compensation when things go wrong. The recurring pattern is one of broken promises, undisclosed insurance limits, and a courier handover process that customers feel lacks accountability and urgency.
The most common complaint about PAXI, based on Hellopeter's AI analysis of recent customer reviews, is Parcel Safety & Accountability. Parcel Safety & Accountability (0.6) is the most damaging theme. Customers report parcels lost, hijacked, opened, or tampered with, and are routinely offered only R500 compensation regardless of value. Insurance options are rarely disclosed at the till, leaving senders to absorb losses on goods worth thousands.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I sent a parcel using Paxi, and when my sister opened the package, it contained only an adapter and a cable. The cellphone that was originally included in the parcel was missing. I contacted customer service more than 10 times regarding this matter. However, the calls were repeatedly disconnected once I began explaining the issue with the parcel. One consultant informed me that the matter would be investigated, but also stated that there was nothing they could do in this case. I am extremely dissatisfied with the handling of this matter and would appreciate urgent assistance and feedback regarding the missing phone.
1 reviews | Active since Jan 2020
I sent a parcel using Paxi, and when my sister opened the package, it contained only an adapter and a cable. The cellphone that was originally included in the parcel was missing. I contacted customer service more than 10 times regarding this matter. However, the calls were repeatedly disconnected once I began explaining the issue with the parcel. One consultant informed me that the matter would be investigated, but also stated that there was nothing they could do in this case. I am extremely dissatisfied with the handling of this matter and would appreciate urgent assistance and feedback regarding the missing phone.
1 reviews | Active since Jan 2020
Used the service for the 1st time, placed a key and takkies to be moved from KZN to Gauteng - tracked the parcel after 2 weeks and the system said it was delivered on the 7 May 2026, called them only to find out they claim the van was hijacked at Boksburg on its way to Tembisa. No one said anything until i asked, now they claim they can only refund up to R500 if i did not take insurance which i was never informed of, they claim the are terms and conditions on the receipt you get after you paid. Spoke to clueless Team leader who promised me a call from their manager till date nothing after 2 weeks.
1 reviews | Active since Jan 2020
Used the service for the 1st time, placed a key and takkies to be moved from KZN to Gauteng - tracked the parcel after 2 weeks and the system said it was delivered on the 7 May 2026, called them only to find out they claim the van was hijacked at Boksburg on its way to Tembisa. No one said anything until i asked, now they claim they can only refund up to R500 if i did not take insurance which i was never informed of, they claim the are terms and conditions on the receipt you get after you paid. Spoke to clueless Team leader who promised me a call from their manager till date nothing after 2 weeks.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service received from PAXI and PEP regarding a parcel I sent on 09 May 2026 from the PEP Tokoza 2 branch to Bloemfontein. The parcel was inspected at the branch before sending, and the packaging was confirmed to be intact and in good condition. At no point was I informed of any restrictions, risks, or policies regarding valuable items by the cashier assisting me. There's pictures and videos taken before and after receiving the parcel. When the parcel was collected on 18 May 2026, the receiver immediately noticed that it felt unusually light. The parcel was opened in the presence of the store manager, only to discover that it had clearly been tampered with. The parcel was literally opened and the box inside damaged. Inside was merely a damaged box, while the actual item an iPhone worth approximately R6000 was missing. This is deeply concerning because the parcel was handed over securely sealed with the item inside, yet arrived damaged and empty. I have already provided PAXI with photos and videos showing, and the feedback I got was there's policies we need to fami****ize ourselves with!!! So their policies say our parcels must be opened and ****** by their employees as well....evidence shows that • The parcel condition before sending • The condition upon collection • The damaged packaging and missing contents I also contacted PAXI customer service and spoke to consultants regarding this matter, but unfortunately I did not receive proper assistance or clear guidance on how the matter would be resolved. What makes this even more frustrating is the lack of accountability and urgency regarding a serious issue involving possible theft or tampering while the parcel was under PAXI’s care. I am still awaiting: • A proper investigation process • Feedback on accountability • Clarity regarding compensation for the missing item Customers trust PAXI and PEP with their parcels, and situations like this completely destroy that trust. I hope this matter will finally receive the urgent attention it deserves.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service received from PAXI and PEP regarding a parcel I sent on 09 May 2026 from the PEP Tokoza 2 branch to Bloemfontein. The parcel was inspected at the branch before sending, and the packaging was confirmed to be intact and in good condition. At no point was I informed of any restrictions, risks, or policies regarding valuable items by the cashier assisting me. There's pictures and videos taken before and after receiving the parcel. When the parcel was collected on 18 May 2026, the receiver immediately noticed that it felt unusually light. The parcel was opened in the presence of the store manager, only to discover that it had clearly been tampered with. The parcel was literally opened and the box inside damaged. Inside was merely a damaged box, while the actual item an iPhone worth approximately R6000 was missing. This is deeply concerning because the parcel was handed over securely sealed with the item inside, yet arrived damaged and empty. I have already provided PAXI with photos and videos showing, and the feedback I got was there's policies we need to fami****ize ourselves with!!! So their policies say our parcels must be opened and ****** by their employees as well....evidence shows that • The parcel condition before sending • The condition upon collection • The damaged packaging and missing contents I also contacted PAXI customer service and spoke to consultants regarding this matter, but unfortunately I did not receive proper assistance or clear guidance on how the matter would be resolved. What makes this even more frustrating is the lack of accountability and urgency regarding a serious issue involving possible theft or tampering while the parcel was under PAXI’s care. I am still awaiting: • A proper investigation process • Feedback on accountability • Clarity regarding compensation for the missing item Customers trust PAXI and PEP with their parcels, and situations like this completely destroy that trust. I hope this matter will finally receive the urgent attention it deserves.
1 reviews | Active since Jan 2020
I sent a parcel through paxi on the 19th may and it was expected to be delivered by the 22nd may. (which is already way longer than other services like the courier guy) it is now the 25th may and my parcel is still at the same pep I dropped it off at and the expected delivery date has changed to 1st june. this is the first and absolute last experience I will ever have using paxi. not to mention the delivery point for my package is only 45mins away...
1 reviews | Active since Jan 2020
I sent a parcel through paxi on the 19th may and it was expected to be delivered by the 22nd may. (which is already way longer than other services like the courier guy) it is now the 25th may and my parcel is still at the same pep I dropped it off at and the expected delivery date has changed to 1st june. this is the first and absolute last experience I will ever have using paxi. not to mention the delivery point for my package is only 45mins away...
1 reviews | Active since Jan 2020
I sent a parcel through PAXI on 10 May 2026 using the 3–4 working day delivery option, but the parcel has still not arrived at the destination pickup point.When I try to track the parcel,It says it's still with courier.
1 reviews | Active since Jan 2020
I sent a parcel through PAXI on 10 May 2026 using the 3–4 working day delivery option, but the parcel has still not arrived at the destination pickup point.When I try to track the parcel,It says it's still with courier.
1 reviews | Active since Jan 2020
All I can is keep the proof of purchase and escalate your complaining TO CGSO I used paxi 21February and my parcel didn't arrive to the destination until April and they told me that it has been lost and they can only give me R500 then I escalated it to CGSO ...suddenly the parcel was found and ready for collection..yesterday on the 22may Imagine 2 months yohle
1 reviews | Active since Jan 2020
All I can is keep the proof of purchase and escalate your complaining TO CGSO I used paxi 21February and my parcel didn't arrive to the destination until April and they told me that it has been lost and they can only give me R500 then I escalated it to CGSO ...suddenly the parcel was found and ready for collection..yesterday on the 22may Imagine 2 months yohle
1 reviews | Active since Jan 2020
I’ve sent a parcel at Pep Quagga Pretoria West on the 22nd April, for some reason the cashier directed it to Tembisa when it was meant to go to Bloem, I called in within an hour to rectify it when my customer received the text, it hasn’t reached Bloem it’s been a month, when I call in I never get feedback & the parcel is said to be in Bloem but not at the store. So unprofessional, horrible service.
1 reviews | Active since Jan 2020
I’ve sent a parcel at Pep Quagga Pretoria West on the 22nd April, for some reason the cashier directed it to Tembisa when it was meant to go to Bloem, I called in within an hour to rectify it when my customer received the text, it hasn’t reached Bloem it’s been a month, when I call in I never get feedback & the parcel is said to be in Bloem but not at the store. So unprofessional, horrible service.
PAXI has a TrustIndex of 1.6 out of 10 on Hellopeter, based on 355 reviews in the last 12 months. Hellopeter has tracked PAXI across 1,419 total reviews. How is the TrustIndex calculated? →
