Terrible Service and Inconvenience

On the 28/09/2019, I went to PEPCell Blue Route Mall to use their PAXI Courier services. Tuesday, 1/10/2019 went on the PAXI to track my two parcels could only find the small parcel and the bigger parcel status was 'Missing' this was explained by Zandile from PAXI customer service that they did not receive the parcel because it went missing at the store. I was shocked by this information and went to the store. I was attended by two cashiers Yonela and Rifqah, who advised that the parcel was given to the wrong courier, as two courier companies were at the store during the handover. And that they were aware of the parcel missing and they would track it down. Wednesday, I got a call from Yonela advising that they got the courier company that took my big parcel and they would return it to the store. They further advised that they would let me know when it has arrived at the store. And should the courier company who took the parcel to deliver it at the rightful store, the receiver of the parcel would get a notification to collect the parcel. Further, asked if the parcel would be returned to the store so I can ship it overnight but was told no, PEP has until Tuesday, 8/10/2019 to deliver the parcel. I then agreed to this. As it meant my brother would attend his Matric farewell and cousin daughter would attend her graduation concert. The small parcel has been received on Tuesday by the nominated receiver. Well, Wednesday, 09/10/2019 I again went to the store to find out what was happening with the big parcel, which Yonela said that the store should receive the parcel by the end day and that the receiver would get SMS to go collect the parcel at the nominated PEP Store, Greenfields East London. However, Rifqah had a different story, she advised that the was back-forth between PEP logistics and Sky-Net. PEP Logistics refused to take the parcel from SKY-Net and so the parcel has to be sent once again to PEP Logistics for delivery. At this point, I am frustrated and angry about this pathetic service. Today, I call the customer service line to log a complaint. The call was received by Celina, who was impatient and did not even listen to my query. Further, put me on hold without me acknowledging that 'Yes, she may put me on hold! I further had to ask her to actually listen to me before concluding what I was trying to tell her. Well, I unpacked the story as per above and she said she would escalate this to the Area manager Peter and gave me the contact number and said I should not contact him. I requested a contact number or email for PEP ombudsman but she said you don't have! I am so angry and I am going to write to the ombudsman for such inconvenience, pathetic customer service and a refund for all my losses during this period. I am disgusted that two children lost the opportunity to enjoy rewards for their hard work at school. I am really ashamed because I have always recommended your services and shopping convenience to friends and family and now I have to tell them about the horrific experience of entrusting your company!