'Special Instructions' not so important I guess

We as a company use MDS on a regular basis for all our shipments and has always been happy with the service, until we decided to use your services to HAND DELIVER confidential documents to a SPECIFIC person at another company.<br> The Parcel (envelope) was collected on the 12th of May to be delivered on the 13th, on my Envelope I wrote in BIG, BOLD letters who this envelope must be delivered to and I ALSO printed in your 'SPECIAL INSTRUCTION' block that this must be HAND DELIVERED to that person. On the 13th of May I phoned to find out if my parcel was delivered and who signed for the parcel, I spoke to a guy named Yugan who assisted me in telling me it has been delivered but he does not have the POD yet but will phone me in the morning. Speaking to him this morning he informed me that the parcel was not singed for by specific person but to someone else at this company and put me through to operations to clear the matter. a guy with the name NIcholas picked up the phone and was uninterested and unhelpful from the beginning, telling me the damage is done and there is nothing he can do for me now, this is pathetic. why have a 'SPECIAL INSTRUCTION' block if the driver's cant read???