Tracking not working

I am extremely disappointed with the service. Their website promises 3 working day delivery and 24 hour tracking. After 3 business days the tracking website stated that my parcel is at the pickup point ready for collection. When I got to the pickup point they couldn't assist me. I called the call center to find out that they apparently damaged my parcel and sent it back to the supplier, but they are unable to update the tracking detail or send me an sms or email as proof. The tracking will keep saying ready for collection. In addition the person at the call center was extremely rude! What am I supposed to do if the supplier says that they did not receive my parcel? How can you website say 24 hour tracking if O can't actually see where it is?