Loss of High Value Item

I recently purchased a laptop online from a private seller. The item was booked with Imperial Express for collection by the seller on 4 Feb 2016. It was collected on Friday 5 Feb. On Tuesday 9 Feb 2016 I tracked the package online and noticed it was still in Cape Town. I phoned the Cape Town branch of Imperial Express and asked for some feedback. Raffik promised to phone me back, but never did so. on Wednesday 10 Feb I phoned the Cape Town branch again and was informed the package has gone missing. In fifteen years of online purchasing this was the first lost package. How do you loose a laptop? No apology, no manager phoning to explain, just \We lost it\". I would never recommend Imperial Express to anybody."