Pathetic service

The worst experience ever. They've had my parcel from the 24th of April and the status was "on Route" since then, called the call center on the 4th May and was told my parcel has arrived at the courier hub since the 26th April and the matter would be escalated and should expect feedback. When I check the status updates again on the 8th May the parcel had been returned due to not be collected. How? When they hasn't been any communication of pick up. Pathetic!