Pathetic Service

A parcel was sent on the 27th of March, sms received confirming that parcel will be received on the 9th of April but I still have not received. Theres no movement of it, i called the call centre I was told matter will be escalated I should get feedback with 48hrs,no feedback received.Wasted my time today and went to pep home(receiving store) the lady bluntaly told me theres nothing she can do.