non collection of parcel and no apologies

A parcel was supposed to have been collected yesterday from cape town between 5pm and 7pm when i contacted my customer at 6.50pm he said no one had been to collect. You cannot get anyone on the 24 hour hotline 086 number a guy in Bloemfontein answers phone and he tells you to phone cape town. You get cape towns number no one answers the phone you try again - a guy comes on says he has no knowledge of a collection from this address. You supply the details he says that that collection was picked up in Johannesburg???? he says he will phone me back - an hour later i get a message on my phone yes they have found the collection but he doesnt have a driver??? A courier service with no back up drivers? What a load of rot. I was told the parcel would be collected this morning and delivered today as yet at almost 11am it still hs not been collected. Very poor service and no apology on their side whatsoever not good