On the 23rd of December I received an SMS to say that my parcel was out on delivery and will be delivered before 5pm on the same day

On the 23rd of December I received an SMS to say that my parcel was out on delivery and will be delivered before 5pm on the same day. To my disappointment, the parcel was never delivered and till date I have not received any communication as to what has happened. I then visited the collection point in Westcliff, Chatsworth only to find that the staff here are extremely unhealpful and have no sense of urgency when dealing with client complaints. You receive no answers whatsoever and are just left to stand in the waiting area untill the ***s come home. The Westcliff, Chatsworth collection point is absolutely pathetic and should not exist at all.