Lack of empathy and customer centricity

On Monday 07/02/22 send off a parcel via Postnet(Courierit) to family in Cape Town (overnight) it was suppose to take approximately two days to reach its destination. By day two the parcel did not arrived at its destination. On Thursday I followed up with Courierit and I spoke to a gentleman, needless to say he was as helpful as a flat tyre in the middle of nowhere. He explained that there was a problem with the address on arrival in Cape Town and the parcel for some inexplainable reason was re-routed to Bloemfontein. I went back to Courierit on Friday and I spoke to a lady by the name of Courtney who showed professionalism and a sense of customer centricity and explained that on her side their was not much that she could do. Later on the same day I spoke to a "supervisor" (Chantell) and a "manager" (Mpumi) who showed a total lack of empathy and customer centricity, I felt patronised by Mpumi. The short of it is that there was no effort to resolve my issue. The parcel according to them "maybe" delivered on Monday 14/02/22, no commitment on their part. Somehow according the Mpumi the parcel is back in JHB? In the meantime my family and I are nowhere near having the situation resolved.