Pathetic service incorrect details no collection

I was told a package will be collected today, the promise was before 5 PM. For an entire day the expectation was set to be collected by 5 PM. My wife waited since 3 only to be told after 5 when I followed up it will not be collected because it is a town shipment this can only be collected tomorrow. Why was an expectation set and no follow up done to say the package will not be collected? <br> Ref :JNB ***