Does not provide service as promised

I ordered a collection around 9am, for next day delivery from CPT to JHB. According to the website, this service means my parcel will be collected before 17h00 on the date of order, and delivered before 17h00 the following day.

It was an important delivery, so I called around 3pm to confirm that my parcel will in fact be collected before 17h00 that day. The rep said probably, but that they "could not guarantee collection" (???) By 17h00 I had to leave work, the parcel had not been collected, so I left it with a colleague.

I called the Cape Town branch the next morning to see what was happening. I was then shouted at by the rep, who said firstly she is in JHB(?) so it's hard for her to help me, and that the driver came to collect sometime after 17h00 but no one was there (no one came - I checked).

Either way, the service I paid for stated COLLECTION BEFORE 17h00 - I was shouted at again when I pointed this out.