Review Unsatisfied customer

I was sent a parcel from Mtwapa on Tuesday last week up to they have been taking me in rounds. The parcel's destination was Kisumu.No one seems to want to be held responsible ! all the contacts in Mtwapa and Kisumu are evasive. So who is in charge ! If a client's parcel is lost what should happen ? I want my parcel or refund. I will follow up this to the end ! I want answers