Bad service delivery!

I would like to add a complainregarding the courier company DPD, i am working for an events company and i am the brand custodian for our comoany.

The PM use me to supply them with branding items which needs to meet their customers at certain day.

We have booked a collection on 01 Decemebr to be delivered in Durban the next day. The parcel was only collected on the 04 December. After speaking to various agents regrading the parcel, it never left Johannesburg.

On this day 09/12/2024 i called again and our parcel is missing they cannot find it and also do not know what the box look like. Our customer still has not received the parcel the event happened last week already. I feel like it is bad customer service, and for customer to pay online and still yet no service delivery.