Appalling service

Appalling service. My parcel was not collected after waiting from 8am to 4pm, at 4.30 pm I was then kept on the phone for 10 minutes only to be told that it was not a same day delivery. I then called 2 days later to get refunded, again kept on the phone for ages only to be told it would take 3 weeks to refund me and that there would be a R50 deduction- for their poor service delivery!