Poor service regarding parcel delivery

This is the third time in just over two months that I have to follow up with a parcel that either that I was not available (which I wasn't aware of and not called) and now it is a parcel that that says it has been delivered, however I do not have it my possession. I always get feedback that the matter is escalated to the branch, which for me is just not taking accountability that the service that you are all providing is poor...