Pathetic service, delivery vehicle hijacked and no replacement??

Just, no. I have been waiting for my package for three weeks, and it's just been sitting in JNB according to the tracking nr. Then when I call to follow up on my package I'm told it was coming in from Durban and was involved in a hijacking? But it's been in Waverley, JNB for the last two weeks?? Customer service does not exist here, I got put through to several different people, none of which could tell me where my package is or when it will be delivered. Hijacking or not, I expect a replacement, and more importantly, I expect to be INFORMED when my package has been lost/ damaged/ ******.