How to lose a parcel in 10 days

I've never had a bad experience with Dawn Wing until now. After realising that my contact information was incorrect, I phoned customer service not once, not twice but three times to correct the contact details. My first parcel is now nearing a month and a half late wait which has now been somehow lost at the Pretoria branch while the other parcel is nearing a month's waiting (likely a similar fate). Whenever I check the status of my parcels, the site will either display a constant message of either contact unavailable or wrong address (despite both being correct and my phone being on me 24/7). Not to mention that customer service always promises that the delivery will be delivered the next day (it never does). Its' been a shocking experience - are they just bad at hiring competent drivers and staff or is there something more sinister afoot??