bad service with the courier guy

I am writing with heavy heart because of the service I got from the courier guy team. I placed my order and it was sent on 13th Tuesday via the courier guy service since the 13th the status was in-transit PLZ the waybill number (LL-EM5M1Y) yesterday I phoned the Port Elizabeth depo was advised that the was a delay with parcel, but I will get it early today, when I was doing a follow-up, they are telling me that my parcel was involved in hijacking. I am hurt and frustrated because they were not honest from the start when I was querying for my order it was back and forth. I want to know if their drivers are stilling from us because I happened twice with my cousin, she never got her stuff, and they say to her the parcel was involved in hijacking.