No communication, no follow up, incorrect information, its a mess

I really wanted to give this courier a chance, but I have had problem after problem. I ship parcels internationally, and the communication I receive is erratic, requests for quotes go unanswered, and I wait days for a tracking number (if I get one at all).

What really drove me over the edge is the following:

I had a consultant ask me if I could help with contact details for a customer in Florida, as they were struggling to deliver a parcel to her.

This customer had confirmed receiving the parcel earlier this week. So whats going on??? Why are you attempting to deliver something that was already delivered?

I was then prompted by this to follow up on a parcel that had not yet been delivered to Australia. This parcel was handed in a week ago.

A few unanswered emails, and a phone call later, I am told that the parcel had not even left Johannesburg, as it was being held due to invoice error that a staff member had made. This package was marked as urgent delivery. How long would this parcel have stayed locked in customs had I not followed up? Due to clerical error? How do I explain this to my customer who needed this package for an event this weekend? Who paid a few hundred dollars to have it arrive quickly?

This is not the first incident, but this one has driven me over the edge. Everyone is really nice in person, but the service is not there. I am in a helpless situation where the courier has let me down, therefore I have let my customer down, which leaves a bad review on my business.

I don't even know where to go from here, but I will definitely be exploring other options. I see a courier as a partner to my small business, and how the courier behaves reflects on my service delivery. You have truly let me down.