Poor customer service

I have been waiting for my parcel DJ*** and I have recieved and email stating

Dear customer, It is a pity that your order GSHMHJ006000J8N tracking number BUFZA***YQ delivery has attempted failure.The main reason is due to insufficient address/phone number/no one at home when delivery etc.Please kindly contact your local carrier to get the parcel soon in case it return to sender. We are always at your service if you need any help.

I have mom who is a pensioner and never leaves the house unless I take her. I have been working from home and NO ONE called me. I have called yesterday with no help and today I have called and waited for 19 minutes only to be told the systems are offline should call back in 30 min. What is going on? I need my parcel delivered.