Bad customer service

I've been Courier Guy/Pudo for the past 7 months with great satisfaction and customer service until recently. I couriered a parcel last week Thursday and it was supposed to arrive at the destination the following day as usually but it never arrived and I never got notification as to why. I contacted them on Saturday and the response I got was confusing to say the least, I then went to one of their branches on Monday and got more confusing feedback and empty promises til now