Why must I wait when I'm not the problem? Poor service

I ordered a product via the internet and was to be delivered to me today. The gentleman who was friendly scanned in my ID document, then took my biometrics but the device was giving issues. He phoned the office who apparently told him that he must bring it to the office, they'd give him a new one and then he'd come back to deliver my package. He never came back so I phoned him to be told he'd phone the office and get back to me. about 30 minutes later, same story and he still didn't phone back. I got him to answer my call the third time I phoned him and he said that he's not coming as he won't be given a new device and I will only get my parcel next week. It's not my fault that this happened so why wait? But what angered me is he put the phone down on me and then cancelled my call when I called again and then switched his phone off. Is this the kind of staff DSV hire? And is this the kind of service that DSV offers as I need my package and am now expected to wait till next week when I was not the problem. I will never use DSV if I am sending a parcel as this is not the first time that I have had issues with them