Parcel never delivered as per the promotional add

I went to Waterfall Ridge to send my parcel on March 9th to be delivered to my sister for her birthday. I was informed the parcel would arrive in Makhado in a matter of two to three days. I am sincerely unhappy with the services I have received from Ponstnet. Guess what, after a whole week, neither the parcel has arrived as promised by the paid service nor has the sender been informed of the delay. My shipment was still in the Gauteng warehouse on Tuesday, March 14 when I contacted and even went to Postnet, according to Aramax, the service provider. Why are we paying for such a service when there is in fact no service provided? Could PostNet give me some explanations as we approach the weekend and the birthday box was never delivered to the person who accepts responsibility and accountability for delays?