Paxi Nightmare

Last year October, soon after they started the service. I was pleasantly surprised with how efficient they were, especially because I send from a small rural town. Unfortunately this year my experience is just awful. I have phoned them 4 times regarding a parcel that was sent 29th January from my towns Pep, who didn't mention to me that the store was closing in 3days later for renovations and no parcels will be sent. When I track the parcel it says, waiting for upliftment, so its in store! All 3 times I contacted them they said they will send their couriers to pick it up on the say of the phone call, still the parcel is waiting for upliftment. My only other option is to try and fetch it from the store but I paid for this parcel to be sent, I cant afford to just s**** the money. The client that the parcel is destined for is getting upset and I dont know what to say to her anymore. I need this to be sorted today or I want my money back. Update, it seems they dont know where the parcel is and another parcel that I am waiting for seems to also be missing! Please sort this out asap or I want compensation for parcels lost.