I had a parcel that was sent in Joburg on the 5th November, was supposed to be delivered in Pep Home Kenako Mall no later than the 12th November

I had a parcel that was sent in Joburg on the 5th November, was supposed to be delivered in Pep Home Kenako Mall no later than the 12th November. I kept calling them about the whereabouts of my parcel and sometimes they're saying it's "on the way to the store", sometimes say "It's in the warehouse" but Monday the 17th November ,I called again they said the parcel was lost in Port Elizabeth warehouse but when I'm tracking it says "Departed from Boksburg" . Seems as if it didn't even arrive in Port Elizabeth