Non-delivery from The Courier Guy

I made a booking for a 3-4 day turnaround service from East London to Timsrand, Centurion on 7 December 2018 and paid for it (590268). The pickup was for Monday 10 December 2018 to be delivered to our offices by Thursday 13 December 2018. I received a waybill number for tracking.

On Tuesday 11 December I received a message from the pickup point that the materials to be collected were still standing on their dispatch point. I phoned The Courier Guy at the number published on their website and they informed me to phone their other branch, which I can only imagine was the PE branch. These guys informed me that they work through third parties and that they will check. After much waiting, they reverted with a view that the package would be picked up on Tuesday morning, and that delivery would still take place by Thursday.

A bit of missed comms, but so far OK...

Then I recieve an email from Mpho at The Courier Guy at 15:57 on Tuesday stating "our driver to high volume of freight our driver can not make it on time before closing time". She mentions that they will attempt again 'tomorrow'. Now the deadline for delivery will certainly not be met.

On Wednesday morning, I used the waybill number to track the parcel and yet there were "No details found for waybill...". So I phoned The Courier Guy again at around 12:30 and spoke to Mpho who provided me with yet another tracking number which is the one supposedly used by The Courier Guys. I entered that number online and guess what... "No details found for waybill...".

She assures me that the goods are en route, but it seems that The Courier Guy does not have systems to match their agents' claims. I escalated to the manager, Trevor, who said that he would revert. By this time, I was enraged due to the lack of service delivery and the complete lack of clarity with regards to the status of our shipment.

My questions to The Courier Guy are these: 1) Why publish a promised delivery time cycle if you cannot meet it? 2) Why do your systems not reflect the reality in which your call center agents live?