Horrible customer experience

I sent a parcel at Pep Fourways and I paid R110 which takes 3-5 days. I would say I was ****med because the 5 days have lapsed and parcel is still not delivered well that’s on PAXI right not pep? I called to check what happened as my mom has a function today and all the things she needs are in that package. Ohhh the lady was plain rude and shouting on my ears telling me to complain on PAXI they are PEP. They also had a delay as the courier did not collect on time so pep have nothing to do with that. I asked for her name and she did not even tell me she kept blabbing about how it’s not their fault. What a horrible customer experience. No empathy whatsoever and it makes one question the values of Pep.