PATHETIC SERVICE FROM PAXI COURIER

I have been waiting for 11 days now for my parcel. I got an acknowledgement SMS on 10th, 11th and 13th that the parcel is waiting to be collected by the courier service. Today upon investigating again where my parcel is (11 working days later), I was told that it is still at the store waiting to be collected by the courier. This is Pathetic!!! They are now going to ask the courier again to collect, and according to the agent, I will have to wait another 9 days for the parcel. AND NO ONE WANTS TO TAKE RESPONSIBILITY FOR THIS PATHETIC SERVICE?????