Extremely poor customer service

I made an online order and it was meant to be delivered on the 13th of August. Upon placing the order, I added on the delivery instruction that the truck size limit at my complex is 3 ton. DPD, the delivery partner tried to make a delivery but they brought a 4 ton truck which was obviously over the size limit. I then contacted them (DPD) and a Tumi promised to make a plan and contact me back, she never did. PnP then sent me an email notifying me of the failure for my delivery, I responded to them telling them the reason for the failure and how it could have easily been avoided. Then their consultant responded asking if there's something they could do (hello, you can deliver the item I paid for).

She emailed me again this morning and I told her I have not heard anything from DPD since and that I'm again not going to work today in hopes they deliver. She responds to say: "Thank you for reaching out to us. Please wait for today's delivery and then we will escalate further should it not happen."

So no one will contact the delivery partner until I'm beyond dissatisfied and ****ed to a point of no redemption? At this point, I don't even know why PnP bothers to have a Customer Service department. I don't even know how to even classify this kind of ******* service, honestly.