Disappointing Service from The Courier Guy

Hi We use The Courier Guy all the time, but this time we have has SUCH a disappointment. We had an urgent collection and delivery withing Durban to an important customer. We ordered the Same Day Flyer and paid. They collected the next day, then didn't deliver that day, said that they couldn't contact our client, yet when I called his mobile he picked up immediately. I called the depot, they said they were talking to the driver and said they would call me back.....I am still waiting.