Appalling customer service, inability to deliver on promises made on paid for services!

A parcel submitted to Johannesburg region on 04/01/2019 for overnight delivery has still not been delivered today 07/01/2019. Upon tracking the parcel the vaal consultant tells me its lying in their offices because they don't service the area and I have the option to collect it from their office or else i will recieve it in 3 working days.

That is appalling customer service because: 1) why did the recieving office accept payment if I am to collect it myself? What then am i paying for if I must still incur the cost of collection. 2) why did the recieving office take it to vaal if vaal doesn't service De Deur. 3) why promise and make us pay for services that you cannot deliver, im sure that you can appreciate that the overnight promise has been breached. 4) the consultant was not apologetic nor sympathetic for the inconvenience they have cause me.

If this is the kind of serive aramex provides I never want to be associated with them and can be assured that I will not remain silent about this bad customer service.