Unprofessional service

Firstly it took ages to get hold of them. When I eventually got hold of a representative name Madisa, who could not answer any of my questions regarding my parcel. Was been very rude and unhelpful. When I asked to speak to a supervisor. She responded by saying that she feel this is not a matter that needs to be escalated and hang up the call. I have never received such unprofessional and rude service from a company before.