Horrible Customer Service

I requested for a collection on the 18th of Feb 2019 and I was advised that the delivery would be done on the 19th of Feb 2019. To date, the parcel has not been delivered and to make matter worse DSV cannot tell me where the parcel is. They do not know where it is. They logged a query and I was advised that the investigation would take 4-8 working days. I have a very angry customer on my hands and I am not able to give them answers because of DSV`s incompetence. I have to chase them for feedback and they are telling me about processes. I feel like no one cares about the customer here. Honestly, this was collected on the 18th of Feb 2019 and today is the 26th of Feb 2019. This is ridiculous!!! Nhlanhla Ndlovu is supposedly handling this query. SUBBD ********** 9