Poor service from Edgars customer care

I placed an online order at Edgars and the process was smooth. 3 days Iater I received an email saying my parcel has been delivered but to my surprise it wasn't. I called their customer care service and a ticket was logged. I was told it will take 7 working days to complete the investigation. I asked them who signed for my parcel they said I did (shocking) I asked for a copy of the waybill and they gave me excuses.

5 days down the line I called for feedback they said my matter has been escalated. I kept calling and all the consultants said my matter is being escalated and mind you I still wasn't given a copy of the waybill.

I decided to do my own investigation and called courier company myself and guess what my parcel was at their warehouse and they will deliver it. Couldn't Edgars do that the first time I called?