Frustrated Parent

I have been using this courier service for some time now and have been happy with the service.....well till recently. I sent a birthday present for my teenage daughter on the 6 may 2019. Today its the 15/05/2019 and the delivery has not happened as yet. The tracking number is DBP ********** 1695 . I called the customer service number in Cape town on the 14/05/2019 and spoke to Gugu who advised that someone from the Johannesburg branch will call me. I got call from Mary from Johannesburg who requested I give her the address of the delivery which I found weird because it should be on the tracking sheet. I gave her the address and she promised that the delivery will be done between 5 and 6 pm yesterday, which did not happen. I logged a support request ref#JNB/0519/2553. I got a call from Mary again today at 12:25 who said she is following up with their branch and she will give me a call before close of business today. The delivery has not happened still and no follow up call made. I am sitting with a frustrated teenager who thinks her father is lying to her. I'm really appalled by this kind of service. How can a delivery take more than a week? I should have opted for the post office if I wanted this kind of service. Please advice as to when will this be resolved and how am I going to be compensated for all of this.