BAD SERVICE AND POOR MANAGEMENT

The courier Guy management is failing to review the duties of their drivers and operation managers. I booked three parcels on Monday to Soweto, and when I try to track them, it shows that the parcels have been sent out for delivery. My question is what the actual duties of the managers are since things are going astray in their presence, and they wait for customers to complain before they can act. The courier guy has been enjoying support and now they think they are big and will be surprised soon when clients take their business elsewhere due to their recent arrogance and incompetence.