The Professional Couriers — not deliver the consignment

consignment no-BDK[protected] booked on 16/06/2015 from bhadrak to panchkula sector-25, the consignment is still on transit and when contacted at chandigargh office they told that they cannot deliver the item because company's service is not in sector-25 panchkula . Then if company's service is not in sector-25 panchkula, why the item booked? if you are not able to delver the item in its destination you have no right to cheat the customer and the item should not be booked.