Poor service

We received a sms indicating our parcel is out for delivery on the 16th August at 8:20 yet nothing was delivered. Tried calling to follow up but you get sent through to the jhb branch which transfers you to durban then no one answers in Durban and the call cuts. They definitely need to improve their service in regard to keeping customers updated and if the sms indicates its out for delivery today it surely needs to be delivered.