Bad attitude and terrible communication

My parcel was "lying in their Cape Town warehouse" (their words not mine) for 3 days. I phoned and received a very bad attitude from the lady on the phone, she s******ed audibly and proceeded to explain that it would have been delivered "Friday the latest" in other words after "lying in their Cape Town warehouse" for 5 days then. I am still awaiting delivery ... it's not here yet (day 4 since DHL passed the parcel to them)... after many phone calls and getting the manager involved yesterday .... no joy. They do not understand the meaning of "courier" it would seem and seem to think this attitude and situation is in order. This parcel, originally transported by DHL (from overseas to South Africa) had a tracking number, when they handed over to RAM, no one let me know the new number and I was unable to track it for 2 days before being put on hold for what took an entire day before I finally got a new number that worked on RAM's website. Surely this should have been provided to me without me having to spend an entire day on the phone to them?? I also received many promises for callbacks throughout the day, I heard nothing from them during all the queries, customer service forms, online live chat etc. DHL called me back, but only to report that they still have not heard back from RAM.