Customer care is not part of your package

We have been making use of The Courier Guy for all our parcel needs for a while now, I have noticed that there is a decline in the service the offer and thought I should share it. We had a parcel collected for a client on 6 September due to be delivered to a client in Creighton (KZN). Today, 12 September i contacted them and asked for the reason why our parcel was not yet delivered. I had the tracking details in-front of me that clearly shows that the parcel gets sent out and is returned to depot on two different days. We were informed that the parcel will only be delivered on Friday 14 September as it is a remote area. I refused to accept that as the mistake is on their part and clearly asked to have the problem escalated to a person with more authority. The answer remains the same, sorry but you will have to wait until Friday. It is clear to me that you do not care about your clients and therefore I will be taking my business to a company that still understands what customer service is.