Worst customer service - Extremely rude agent

I am trying to return a purchase and was told by the post office that it needs to be covered in brown paper. I asked Mandisa what is the return process and she rudely rep**** that you take it to the post office. I was told that her team leader was in a meeting and she was not allowed to provide her information such as her surname. In the meantime I'm still trying to return my purchase which is proving to be very challenging. I work and do not have time to keep going back and forth. The South Africa Postal Service is not efficient or reliable and I will be held responsible and have to pay if they do not receive the package. In 2015 can we not make use of other forms of courier?