PEP PAXI customer service non-existent and terrible

I have tried ALL possible venues to raise an issue with PAXI. I have spoken to numerous consultants, chatted to 2 agents on Whatsapp, sent a PM and posted on their FB page, posted a query on the website, visited PEP twice and no luck. PAXI delivered a parcel I sent to a client to the WRONG STORE in a WRONG TOWN, and refuse to investigate as to why and how this has happened. The parcel was eventually sent back to me, and all they say is that I must buy a new bag. It is not about the R90 that I must pay again for a new bag, but about the principle of a big company not caring about their customers. A big company that just shrugs it off because they have more than enough clients to fill their pockets and the grievance of one customer is just not worth their time and effort. PAXI is an affordable and easy way to send parcels, but their customer service is terrible and non-existent. It is like talking to a brick wall with only one answer to all my questions: "buy a new bag." I'm sorry, but this is unacceptable and all I want to know is what went wrong and how a mistake like this will be prevented in the future?! Is that too much to ask...