Bad delivery service

I have a parcel that arrived in SA on 15 Apr 2015, Wednesday. On the 16th the parcel went out for delivery. On the 17th I called the EMS customer service and they said that it got returned back to the hub as there was no one home. HOGWASH! Both my husband and I were home all day waiting. Customer service then provided me with a number to call of the department that deals with the deliveries. Dialling that number is futile as there is no answer. I then asked to be put through to a manager. The customer service manager got my details and sent an email to said department. She copied me in the mail. Today 20th I am still waiting for a response. I called customer service again today and they indicated that the parcel went out for delivery at 07:45am. It's now 17:30 and nothing. I have paid for a service and find it pathetic that there is no way of getting hold of the delivery department. Customer service is helpful but shouldn't they also be able to contact deliveries? Pathetic service.