Pep Stores - Lost of package

On the 15/12/23 my mother went to send a package for me at pep store.The bag 3-5days was purchased her id and details was taken and she left.We never received sms's.We went back to the store to enquire.the package could not be traced because the details was never entered.The manager of the store asked my mother to point out who helped her but the cashier's name is on the slip.According to him he does not know who to held accountable because even the couriers dont have the package.He is not helpful although on the slip the terms and conditions are quite clear on what must happen.There is always someone that he is waiting for to tell him what to do when my mother go to the store to enquire.