Compliant against Ram hand to hand couriers

My sister Chantel ordered from Steven Madan today she received an sms that her parcel is out for delivery.She called earlier on to make a follow up about her parcel she was told it's out for delivery. A gentleman from Ram called her to stand outside he is on his way we stood outside for 20minutes the gentleman ddnt arrive.We called again Ram and we were told that the gentleman stated we are unreachable how so but he told us to stand out.I am very disappointed because the parcel was needed today and it's Easter weekend this week .