Lack of customer care and feedback on queries from Paxi

I sent a parcel on 11 August 2020. Received a sms on 17 August 2020 to say that the parcel was delivered at destination. The recipients also received a sms. At the PEP they said they were offline and could not receive the parcel. Recipients went back about 5 times and only received the parcel today, 26 August 2020. From 21 August 2020, I sent lots of messages, emails, WhatsApp's, phoned on 21 August 2020. The lady said she will get back to us. No contact or feedback till 26 August 2020. This is not good costumer care. We had wonderful experiences in the past with fast and save delivery. But now I wonder if it will be save anymore. Thankful that the parcel was delivered in the end, more than a week after receiving the sms.