Bad courier service

I recently dropped a parcel at the PEP Damdoryn Branch in Hatbee****rtdam to be couriered to Herm**** in the Western Cape. I opted for the 7 to 9 days courier time package. After nine days the recipient started making enquiries about delivery. PEP in Herm**** assured her that she will receive a sms for collection. After several unsuccessful trips for both of us to PEP to find out what happened to the parcel and 23 days later, I discovered that the package was still lying on the shelve at PEP, Damdoryn, Hartbee****rt. Needless to say: I was furious and without a decent explanation, I demanded my packages fee back and will NEVER make use of PEP's courier services again.