samples lost and no results 8 days later

I am a broker for Sanlam and took 2 clients for medical tests 31 October 2018. One client received results within 48 hours, the other client still hasnt received results. Very little feedback given and lots of empty promises. Samples were lost in transet twice and last sample received 6 November. Client went and did test elsewhere and I am still waiting for results from Lancet.