Unsatisfactory service

I bought products online from a private seller and chose the Paxi courier option. Received a message from Paxi on 28 April that my product will arrive 12/05/2022. The 12th came and went and nothing, May passed and nothing. I made a call that's when they told me my parcel was involved in a looting and until now no refund has been given as they say they cannot assist me because I am not the sender (mind you the sender requested for a refund and signed the forms) . Today I spoke to one of their agents on whatsapp (Nyameka) and she/he was filled with attitude it was exasperating. Better you pay extra and use another courier service or else you will end up running after them.