Parcel sent on the 21st of September hasn’t reached the receiver

I’ve been waiting to receive my parcel from Paxi since the 4th of October it has been on the warehouse since the 28th of September with no move. I contacted them on the 6th and I was told they will send an email to the courier and get back to me with the feedback. I did not receive any feedback until today when I decided to contact them again and I’m being told that they still waiting for the feedback. What kind of a company is this how will an email that was sent on Thursday hasn’t been reply to,the worst part of this is that the parcel I’m waiting for contains my medication that I need to consume ASAP this company is soo unreliable