How is this company still in business?

This is by far the most appalling courier service I have ever encountered. My package was supposed to be delivered on Friday (4 days ago). On Saturday I was told it was not delivered the previous day as I was "Not Available" (I was), and that it would be delivered on Monday. On Monday, after a follow-up call, the driver himself phoned me to say he had no idea where to go, even though my address easily comes up on map services (which makes me wonder at which address I was previously "Not Available"). After I helped him find my address on the map, he promised to be there by the end of the day. He wasn't. Today, Tuesday, the driver refused to answer my calls, and I spent a total of 30 minutes over many phone calls talking to the office. On my last call, a helpful lady told me they could not get hold of the driver, but later phoned me back with him on the other line, and he again promised he would deliver my package. He didn't. All my attempts to speak to someone senior were unsuccessful, as they were all "on the floor", "unavailable", or "gone for the day" (sometime after 3pm). Tomorrow will be the fourth day I work from home and wait for my package to arrive. I wish I had more recourse, because at this stage another bad review is a drop in the ocean for this company. For anyone wondering why I am extra salty – this is a birthday present for my mom and I have been telling her since Friday that her present "is coming today".