Disappointing service

It is the 2nd time it has happened to me now with Fastway Couriers that a parcel was scheduled to be delivered on a given day - received the email to advise that it will arrive on that day, etc - only to sit around all day waiting for delivery and then receive an email after 18h00 advising that the package was 'unable to be delivered and has been returned to the depot'. I'm waiting on a rather urgent parcel as I type this seeing that it wasn't delivered yesterday and it is now almost 14h00 with no indication of when it will be delivered today (if at all). One would expect if you dropped the ball on a delivery the day before that those parcels should be prioritized the next day. I tried to contact them on their chat service but ended up waiting ages on a consultant to become available so eventually gave up and sent them an email instead which of course hasn't been rep**** to yet.