Bad service

I went to send a parcel on the 17 August at PEP Dobsonville the cashier did not advise when the parcel would arrive to the person I am sending . When I received the sms that the parcel would only arrive 5 days later I went to the store on the 18 August to cancel. I was told I need to call the call centre of PAXI to cancel for me. I then did so the lady at the call centre advised me that the store was supposed to call them when I was there as the parcel was not out. I then had to go back and fetch my parcel they refused to give me a refund, which when I went to the store earlier no one told me that I would not get a refund if I cancel. The staff are not trained for customer service nor to be advising customers that courier would take how many days and should the customer decide to cancel there will be no refund. I am not happy with the service and would like to get my refund back as I cancelled within a day that the parcel was not out.