I am beyond ****ed, horrible service

Horrible horrible service. I ordered my parcel from spec savers and they decided to use CourierIt as the delivery company. My parcel was supposed to be delivered on the 18th, the following day, one of the agents called to confirm whether I had received it and I informed him I had not, and he claimed he will follow up and revert to me and never did. I called on the 20th to get feedback, the lady I spoke to also same the same thing as the previous agent, again, no feedback received. It is now the 23rd, I have called over 5 times, they kept dropping my call, eventually when I was able to go through, spoke to another agent who said he will escalate the issue and revert to me within 30 minutes. I waited for 2 hours and called them again, struggling to get through for 15 minutes, got through an agent who also was unable to give me any feedback. How did the driver lose the parcel? What is so hard about giving honest feedback?