Worst service

I am very much annoyed, I was sent an sms that my parcel will be delivered yesterday 02.04.2025 ,it wasn't . Today 03.04.2024 I still haven't received my parcel called at 13.14pm spoke to a consultant who said was checking and asked me to hold ,held on for 25min . I called again at 15.14 and asked for Chantel to escalate the matter or let me speak to a manager she dropped the call . Is this the kind of service you guys give and what annoys me I have another parcel ordered and is this the service I need to expect