Delivery delays unexplained

My experience this time around is not what I expected. I was sent a parcel on the 4th of December to the wrong store which was rerouted the same day by the store. The smses received confirmed that the parcel was rerouted with an estimated delivery on the 18th of December 2024. Unfortunately, there was an unexplained delivery delays and upon making numerous follow-ups (telephones, Paxi whatsapp, destination pep store) still no explaination. To date, I've not received the parcel. Apparently the parcel delivery is estimated for 13th January 2025, I'm not confident with their service whatsoever.