Late delivery for express package and then no response to my emails

<p>A core part of our business relies on the speedy delivery of materials that are temperature and time sensitive to a lab. I sent a box of samples away on Wednesday the 28th of December, 2016, via DSV distributors which was supposed to delivered on Friday 30th of December 2016 as they said it would. Usually our express samples are delivered within two working days as it has been for the other 100+ express samples we send with them in 2016. This time the samples was only deliverd on the 5th of January 2017, seven and a halve days later or as they would say four and a half working days later. I am sorry but I refuse to pay for this poor service and when I phoned the client service lines, after being diverted from one person to another who can't help me, I demanded to talk to a manager. The phone operator told me to send a mail ********** I then received a mail from a person in Vanderbijlpark, which I assume is the closest branch to the lab, that said they only received the package on the morning of the 5th and deliverd it on that same day. This person coppied a few other people into the mail, I assusme the managers from other branches or warehouses where the samples must have gone through, but no one else could explain to me why the package took so long to deliver. I then rep**** to them all a few days later, stating my dissapointment with regards to their lacking response and demanded I still get an answer for why the package was deliverd so late. Up until the time of posting this complaint, I haven't received any response form them even though we were loyal clients to them. Hence I decided to moved our business to another courier company in town. </p>