Poor service

I was expecting my parcel four days ago, only to find out that it is sitting at the depot because our department has closed down for Christmas. Normally they call me to find out what to do in cases they can't find me. Two days later I had to follow up and I changed my delivery address with my service provider. Today I call them to follow up again, only to be sent from pillar to post, holding on the line for more than 10 minutes with no apology I'm jsut