No real service or help from PEP

We are waiting for a parcel from PEP. The person who sent the parcel used the wrong cell number by miss take, but we have the correct D number. The lady at Westwoodvilla`s PEP does not even wane look under the D number we wane give her she just said we must check back in 2 days, and it has happened before that our parcels from PEP where there before the time. All we wanted for the lady is to take the time and look if the parcel was there. Is it so difficult the apply good customer service and just that the time and look for it, yes it can take up to 3 working days but there is times that is was delved before the time. So my question why was this lady working at a place like PEP, where she knew she will work with people, when it was clear that she is not really interested in really help us with a rather simple request. Great job !!!!!!!!