Poor service

I’ve been expecting a parcel that was sent on 18 December 2020 it’s Christmas Eve and I have still not received it and as per the tracking number I’ve been given it’s still at the warehouse in Johannesburg!!!! How is it possible that it has not moved at all and I live two hours away??? And people who live in KZN and Cape Town who got the same parcel as me from the same destination and same date have received theirs!!!! How is this possible, customer services is useless. Reply before they finish work and don’t follow up the next day. This is sad and ridiculous. All it takes is simple communication and maybe we would be more understanding. And it can’t be a location is far excuse because they have a 24/7 drop off box in town and the town next door so I’m sure you come to check on those frequently so what is going on???