Skynet drivers/call center have no pride of work

So I phone twice yesterday to enquire if my package is on the way. The first time at 3pm yesterday to confirm that the driver will be dropping it off, I was put on hold while they phone the driver and said when they came back they told me that the driver would be there before 5 pm. It's slmost 5pm and no delivery. I contacted them the second time yesterday at 11 minutes before 5 and when the call center operators log off. I am put on hold again while the driver is called. They come back and say the driver said that he will be at my address in 10 minutes. Needless to say I don't have my package and it is a whole 14 hours later at the time of this message. How can they say they are 10minutes away and then never arrive. No sense of pride in work. Driver tells them what they want and that gets passed along to the customer. I would like this to be known and it is on a recorded call with the call center. But this probably won't go anywhere and most probably will only get a slap on the wrist.