I can't

I'm very disappointed about the service I got from bellombrie Pep in pretoria.i have send paxi parcel on 27 August and I received a message says my parcel is on the way to the location I have requested.it been 7days now,I started to panic and go back to Pep only to find out my parcel is still there,I asked why they said the plastic bag is torn the delivery guy won't take it.then I asked why you guy didn't inform me about the situation,the cashier said the don't landline or alternative phone to call me and again I have to call paxi company by myself because they can't help me and I won't be able to get another plastic bag or a refund.it my loss.my question is how come the plastic bag torn in the first place while I have received a message says my parcel is ready?is my mistake or Pep store?now I have to use my own money to call paxi company because of Pep stuff's fold? I'm very very disappointed ☹️😞