Terrible delivery service

I ordered online and paid for my books, I received an SMS from them saying delivery will be today 20/02/2020 before 5pm. After 5 still no delivery so I go online to track my delivery and it says that the delivery was made to ME and signed for by ME. Yet I have been here all day waiting for delivery. My question when I phoned to enquire/report the matter is don't they askfir identification when delivering or check if delivering at the correct address or at least put the name of the real person that signed for the items.

Long story short is they dont know where my parcel is and they will investigate.