Poor customer service

I placed an order on 11/08/20 from builders, order number ***. The eta on the order was the 13/08/20. The order was however was dispatched 12/08/20. Unfortunately builders did not notify me notification that my order was end route. The what I would like to uber delivery guy tried to contact me at 16:16 came to my place of residence, upon trying to contact me he could not reach me. He then proceeded to SMS me while outside my residence. He was outside my place of residence for approximately 5minutes. When I checked my phone at 16: 23 and noticed that he had try to contact me. I then proceeded to call while on my way to the gate of the complex I reside in. Unfortunately the driver informed me that he had left. He then advised me that he would return my goods back to the store and they would book for delivery on the 13/08/20. On the 13/08/20 I asked my mate to call builders call centrrto enquire about the order. This call was made at @ 9am. Upon getting through to them. They seemed to have no clue about customer service,however they did say they would contact the store (Builders Centurion) and enquire about the whereabouts of the order, delivery eta and call her back with feedback. When they called with feedback they advised us that the store would contact us shortly. Well that never happen,the store only contacted my mate at 15:05 to enquire if we have received the delivery. Which we did not receive. By now I was very irate and took the phone from my mate and gave the consultant a mouthful. The consultant advised me that she had only received the mail regarding the query a few minutes ago. The consultant then advised she will check on the eta of my delivery and call me back. I advised the consultant that I would like feedback in 30mins. The consultant gave me feedback at 16:00 and advised me that my order would be delivered @ 9am the 14/08/20. By now I was very angry and upset. So I gave her mouthful and threatened to cancel the order. So due to me been so aggressive with she advised me that she would transfer me to her manager. I accepted this and she blind transferred me to her manager. I know this as after I was transferred to the so called manager, it went straight to voicemail. So my issue here is that its seems that builders clearly has no protocols when it comes to deliveries, they current consultants do not know how to handle customer complaints as they so to speak of pass the buck. In regards to the communication between the call centre and the store,how does an email take 5 hours to be delivered. I do understand that when the delivery guy was @ my residence I was not available, but shouldn't a customer be notified before the delivery is made so that necessary arrangements to collect the delivery.