Poorest customer service imaginable

One star is too much for Dawn Wing. I received a notification on 25th March at 09h32 that my parcel would be delivered on the same day. Nothing was delivered and there was no communication from them that it wouldn't be. I then checked the track and trace on 26th March and saw that the package was loaded for delivery again today. Surprise, surprise, no delivery and no communication. When I called at 4pm to follow up on where the driver was I was bounced around for over an hour, being placed on hold and being cut off repeatedly until eventually in frustration I asked the person who finally answered my next call not to put me on hold but to actually find out where the driver was. She then gave me the general number for the Joburg office and told me to speak to Peter, the channel manager. Reception answered and bounced me through seven ring cycles and hold cycles until surprise, surprise... the call cut off and it was after 5 so the reception line was no longer being answered. I called the call centre again and was then given a mobile number for the night shift manager in Johannesburg- who refuses to answer the phone and doesn't reply to a message asking for assistance in allowing me to go out and collect my own parcel before the nationwide lockdown takes effect. It's simple - a driver is sent out with a manifest on a specific route for the day.If he doesn't deliver a package then he's clearly not following the route or delivery instructions because parcels are not loaded on to a vehicle randomly. Its unacceptable that those parcels which arrive back at the depot at the end of the day are not being prioritised for first delivery the next day. This is just poor customer service and a complete middle finger to the customer attitude. What's easily forgotten is that their customer is not the business we have ordered from... they're just the intermediary - it's us regular everyday people who pay for the delivery who are their customers... and without our orders they would have no business.