Courier guy - Bad service

Phoned for an update on my parcel as the there was nothing on track and trace under "customer service" on their website. I phoned in the morning and they told me that the parcel will be delivered before 17:00. I phoned at 16:30 to find out where the parcel is and they told me it is not even with a driver. This is bad service levels. Do not commit to a delivery time and not adhere to it.