Really bad service

Such bad customer service! Internet Express really goes out of their way to prove that their service matches our 'third world country' status. I called Internet Express last week to enquire about a package that was due for delivery over two weeks prior. I spoke to a woman in their call centre, who, unfortunately I did not get the name of. I was upset about my package being this late and it was rather urgent as I had an assignment due in two days and the package I was waiting for was my textbook needed for the assignment. I was not screaming, but was assertive as, to date, nobody called me, or tried to contact me in any way to let me know what the delay was. She then tells me to "calm down". I consciously asked her very calmly to not tell me to calm down and while I was still speaking transferred me to another call centre agent- Ebrahim. I asked Ebrahim what the name of the person was who just transferred me to him and his reply "I don't know my darling, I just answered the phone" (????!!!!!!?) I then begin to explain to him my query, and he proceeds to read to me what was on his screen, something that was done by the woman before him. I told him that I could tell him what was on his screen, but my book still isn't with me and I need this resolved. He then responds by raising his voice telling me not to be rude. I make no apologies for being upset - my tone was strong but I was not shouting and most definitely was not rude. I asked to speak to his manager, Angelo, who was just no help at all. I explained for the umpteenth time, to Angelo what the problem was and then told him I know what his screen says, he need not bother reading it, I just need my book. He then proceeds to read what his screen says. Internet Express claims to have called me and that they tried to deliver the book but was told there was no Crystal in the building. I can't say that anyone tried to contact me, but I can say with cer*****y that nobody was at the delivery address trying to deliver my book. After being put on a conference call with the driver and Angelo to try to come to some sort of resolution, I requested that my book be delivered that day to which Angelo sort of chuckles to and says they can't deliver that day. Internet Express is everything that is wrong with the customer service industry in South Africa.