UNACCEPTABLE SERVICE WITH PEP PAXI

I've send a package on the 17th of October and i did a reroute the same day, it's the 2nd of November and still no package has arrived at the destination. This is unacceptable, they keep telling me it's because of the reroute but i did it on the same day that i send the package? I call them and then they say it will be there tomorrow its been 17 days???