Missing parcels never collected at drop point

On the 18th December I sent a parcel via Pexi Shoe city N1 city to mtata I never received any sms after and I went to the shop they said it was collected..but even a collection sms I never received here is a track number D*** I contacted Paxi on WhatsApp and via WhatsApp they promise to get back to me its been 5 days now i have been waiting..the parcel was for my kid Christmas clothes imagine how ************* i I look to my kid..the reason i paid for 3-5 days I wanted it to get there on time..i really disappointed with this treatment I received