Pathetic service!

Pathetic service! My Parcel is on economic service which is supposed to be delivered within 48 - 72 hours. It is now been more than than 30 hours. When I call to find out where my parcel is, then no one can tell me anything about it besides that what is on the website tracking service. I see so many bad reviews on Hello peter and still they don't change their customer experience. How does a company function like that and why don't they do something about it?