DSV BAD SERVICE

I'm very upset with this courier service. I've ordered something from Fashion Fusion and my parcel was supposedly be delivered by the 29th of November as per the tracking site, but then the driver phoned me the 1st of December. At first I wasn't with my phone to answer the call in time, but then I phoned the driver back and he said he was at Cresta mall which is 9 min from my home. The driver told me he just need to drop off a few things and collect, then he'll drop off my package, which never happened. I was on the phone with DSV's call centre. Today they told me that the package never arrived back at their warehouse. The driver's phone is just ringing and no answer. When I spoke with the lady who is helping me with this query, she told me that the driver's supervisor was out and she'll come back asap. I need this pacakge before this weekend and I've been waiting quite a long time now. I'm working for a courier comapany myself and understand that things are hectic this time of the year, cause it's peak season but if you tell me that you don't know where my package is an also telling me that the supervisor is not there to assist, then I'm furious, cause that is VERY VERY unacceptable and it's bad service.