Unprofessional/ no refund

I run a small hair business, I usually use Amarex to deliver hair. On the 30 December 2017 i used their service to deliver... 2weeks went by tracking to track parcel to no avail. 2 weeks ago I received a call from their agent claiming their vehicle has been hijacked and that I will not be compensated. This is highly inappropriate especially with time frames and follow ups. Never using their services again ????