Disappointed

I have a parcel that I'm suppose to receive tomorrow the parcel it's still stuck in Brits Shoe City no one is communicating about the delays or whatsoever I called on Tuesday the lady that I spoke to told me that they will send a request to a courier to go and pick up the parcel she told me to check again after 4 hours I did and the parcel was still there I called again yesterday the guy that I spoke to told me that the courier guy cannot scan my parcel so I've asked him whose fault is it he suggested that I must ask the sender to maybe use another courier service of which u cannot. Can this matter be resolved.