Service delivery issue

I am utterly disappointed by the service im getting from you. On Thursday i sent through a request for collection of items to be delivered in Durban overnight. I specifically mentioned the time i will be leaving the office. The driver came after 4 when i had left. Friday i asked for parcel to be collected for same day service. It was collected but i was later told that it was in the outskirts so it will be extra. I agreed to that. The receiver told me on Saturday that the parcels were not delivered. I called and i was told there is no one on Saturday to deliver. It will be delivered on Tuesday 18th because Monday is a holiday. I have just been (15:30) Tuesday 18 June 2019 contacted by receiver that the parcels are not delivered. When i call JHB office im told there are on way. I dont understand how a parcel that arrived on Friday still be on the way on tuesday, when it was supposed to be delivered on Friday. I am also told that the area of delivery is rural and township. When advertising it was never said that delivery to rural and townships will be outsourced.

I really dont believe University of Wi****ersrand would have signed up for your services if these were highlighted. The DHL's, Value Express will be more than happy to service us.

Really upset and reporting the matter to Procurement department to have a look at the terms WITS signed under.