Bad Experience With Delivery

Terrible delivery service. I have a parcel that was dispatched then an hour later it's no longer dispatched, why can't they rather add an entry saying correction, item not dispatched? Then trying to deal with a agent on the online chat proof's to be less than useless, still waiting on a response, tried phoning, the call center, can't help, sent message on messenger, somebody responded, but I'm still waiting for a valid explanation as to why my parcel is no longer dispatched. Eventually reverted to phoning in and asking if I can collect it myself, the agent advice that they don't allow it for security reasons, which I can understand, but that they can make a special arrangement, so they will phone me when it is ready for collection.