Parcel STILL "En Route"

My experience has been a terrible one thus far. My wife and I ordered the same product at the same time from the same company. Both where collected by Pargo at the same time. Her's has already been collected from the pickup point while mine's still "en route." Pargo support was informed about this in writing and telephonically and the only response until now is that they haven't received feedback from their courier yet. SERIOUSLY!? Thus Pargo (& the client) is held at ransom by their own courier?? I have made use of Pargo twice now, the first time and the last time. In the future when ordering from a company making use of Pargo, I'll offer to make us of my own courier thank you.