Terrible service and delay in delivery

A friend of my sister has sent a parcel from Australia on the 2nd of September 2023. By the beginning of October 2023 we have paid all the fees due in full. However, I am still waiting, after numerous follow up calls to them for the parcel to be delivered. It has been stuck in their warehouse in Kempton Park since 11 October 2023. On the 10th of October the goverment agency has released it. Terrible service after we paid a huge amount of money!