No delivery - bad call centre service

Good Morning <br> <br> I was sent a parcel from cape town on the 2/04/15 from counter to door service and today its 10/04/15 i still dont have the parcel , when i phoned the head office i spoke to charmain who said they are off line and she will call me when she is back online , im still waiting for the call . <br> I would like a refund cause this was obviously surface/economy not overnight , i would like a refund and i want my parcel before close of business today . speed service its so bad when you call them you have to be on hold for long ... the call center people need training cause they are not proactive and commited to their jodb<br> <br>