bad service

this is the second time that I have experience extremly bad servise from Buffalo. the first time it took them 19 days to deliver my parcel. The driver kept on saying that he delivered the parcel but he delivered the wrong parcel, he had my parcel with him all along. It is now 7 days since the parcel arrived in the JHB depot and I still have not received the parcel from them. Who ever is updating the online tracking info is submitting the incorrect information saying that it was a no answer but they never phoned me. I have tried making contact with them through the online tracking portal and on whatsapp and still have not heard back from them. I spoke to someone today and she advised that it will be escalated and they will get back to me in 24h. by the looks of it I will only be receiving this parcel within the next 4 to 5 days as we are approaching a weekend already.