Missing parcel

On the 23rd September my mother in law send a parcel from pep in Reitz to us Waverly in Pretoria as on today the parcel have not arrived. We contacted them 3 times and every time they said they will get back to us and they don't. We are not able to track the parcel but the parcel is not registered we have the slip of the transaction can someone get back to us or sort this out take accountibility who is going to be responsible for the content what about our airtime and petrol I had to use to try and sort this out... I am fed up and want answers. Please contact us on ***/ ***