Bad customer service and Parcel not delivered

My parcel has been with fast way couriers for over a week, I’m not sure why they keeping my parcel but it has been paid for to be delivered at my doorstep. A guy named Yanelisa (driver)called me at 9 today and instructed me to go and fetch my parcel at the police station. I sent my sister to go and fetch my parcel because I am at work and I need my parcel today. When my sister got to the police station the guy said the parcel is not there. I called the head office and spoke to several customer service representatives who were so rude and finally spoke to a operations manager Kurt who promised that my parcel will be delivered to my doorstep, he promised to call me back but I’m still waiting. My concern is why do we pay for convenience of consignments if they will not be delivered to our doorstep as promised and paid for?!!!