Unacceptable Service

My package was handed to them for delivery on 30.07.2021. On 11.08.2021 I was phoned asking me if I received my package. On 12.08.2021 I was told they lost my package, the arranging for a replacement that will be picked up on 13.08.2021 and delivery will take place on 16.08.2021. I phoned them 16.08.2021 I they have not collected the replacement. Nobody can tell me when I will receive my package.