Service seriously lacking service

I was informed that my online purchase will be delivered BY courier It on Friday 27 November, phoned to confirm as I had another appointment. I was assured that the parcel will be delivered by 17:00 on Friday 27 November. At 17:35 I received an SMS stating that the parcel will not be delivered. I arranged with customer service directly afterwards, at 17:45 emails were exchanged, to confirm that I would collect from the depot on Saturday morning. I arrived at the gate at 8:07, only to be told that first my way I'll is not tracking, then when I phoned the office number I was told, that they managed to track my parcel. Then after 40 minutes of waiting I called the 'customer service' person again. Only to be told that the floor is busy and that people are looking for my parcel 1. Do they not have a system? 2. If I arranged for collection I would think that it would be somewhere accessible 3. If you are in customer service surely you must have another solution than 'come back at 1pm and perhaps they have found it by then'

I saw a number of reviews where people allege that parcel are ****** or lost

I am beginning to wonder if this is the case

*the security guard at the gate, who dealt with me more face to face than the customer service person, is the only person that actually delivered any service