Lost parcels

Paxi keep sending my parcels to the wrong destinations. Potchefstroom parcel went to Acornhoek Newcastle parcel is now at Brackenfell and the friendly telephone operator can't do anything about it. When a parcel is not collected they tell me it will be returned to me, it does not happen. The receiver is supposed to receive a pin to collect his parcel, it does not always happen and he lose his long awaited item which is not returned to me. Should I inform him ? Don't I pay for a complete service ?