Incompetence, unprofessional and poor customer service

I sent a parcel on the 26th, collected 27th to go to Madikwe from Potchefstroom, by the 29th myself and the recipient started calling to find out the progress of the delivery. We were both informed the third party agents will contact us as the recipient had to be somewhere Friday and needed to make time arrangements. We have waited till today, upon contacting them on twitter they said the parcel was sent back to Jhb as their 3rd party agents couldn't find Madikwe's magistrate court! And that an agent will contact me this afternoon. Till now( 19:18pm) I have not received any call nor communication from them. I asked if I would be getting a refund but they are not entertaining that but what will I have paid for? For their incompetence? Mind you, I sent another parcel via The Courier guy on Friday and it was delivered the next day as we are in the same province.