Bad services

I received an sms yesterday morning confirming delivery for 13 of April. I still have not received the delivery. I phoned three times to follow up. The one time I phoned, the call center agent confirmed that she will be in contact with the driver to phone me. She told me to hold the line and said that she lodged a request for the driver to phone me. 2 hours later I still have not heard anything. I phoned again and another call center agent told me that they do not have the option to contact the driver. I am confused as to who spoke the truth. This is my first experience with Buffalo Logistics. I asked the call center agent if they have been receiving a lot of complaints the past two days and she said yes. This is very bad services.