Service is Very Bad

I sent out a parcel with Pep Paxi on the 20/10/2018. I was told the parcel would take 7 days. It is now the 3rd Nov I still haven't received any notification that the parcel has reached its destination! I contacted the call centre on 22 Oct and was told the parcel had been collected by the courier. I contacted them again yesterday after tracking on the system and saw that the parcel was still at the store. The agent promised to get back at me with feed and I'm still waiting. They keep saying they are not sure what happened. At this point I just want to know where it is and fetch at the store if it's still there. I just want my parcel back!