2 weeks delay in delivery a package

I have been waiting for an order from the 29th of January 2025. For the life of me, 5 calls to their customer service could not assist. The so called manager cannot find my tracking number even though provided. All they keep telling me is the parcel is in Pretoria. How is it in Pretoria for more than 4 days if it’s supposed to be delivered in Midrand over a week ago. Mrp should find a different courier. This is pathetic.