Lost promises

Postnet has done it again with their terrible service. My mom sent an URGENT parcel toe me on the 28/04/2023. Tracking number PNA***. She asked the lady at the store if it would be delivered before Tuesday. The lady PROMISED that it will be here but Im still waiting. Its now Thursday. R300 later and the worst service. And what will the outcome be.. them juat saying sorry. Why should we pay an arm and a leg for horrible service.