No delivery, no apology

I don't use the company much but 1 out of 3 times I do there is a problem. Parcel collected on Tuesday, still not delivered by Thursday, after calling a few times Thursday and Friday and being told they will get back to me and don't, I spoke to the manager/supervisor Quinton who told me that it had been delivered to the wrong place and will be delivered to me that day (Friday), No apology mind you! Friday still not delivered, called on Saturday, spoke to the lady in charge, she said she would find out what happened and get back to me. She didn't get back to me. Monday spoke to Quinton again first thing in the morning, said he would find out what happened and get back to me. Now mid-morning and have still heard nothing. At no stage did I get one apology. It is now almost a week after my parcel was collected. I need my parcel now!