Paxi is ruining christmas for grandchildren

I send two parcels via Paxion 14 December. Parcels need to go to a town in free state. These parcels were only picked up.on 18 December. It went to Bloemfontein from there to Durban and is now stuck in Klerksdorp. The complaint department took two days to reply on my complaint via facebook just to say I need to send inbox. It is 2 days later still no answer. That was my grandchildren's christmasgifts. You pay for a service that does not exist.