Poor customer service coupled with limited tracking

The customer service is unbelievably poor. I tried contacting them via phone because my parcel was out for delivery at 9am but by 4pm I hadn't received a call. The hold time is a few minutes before being connected to a consultant. The consultant either hung up or the line cut. I tried again to the same outcome. Long hold time, finally talk to a consultant (who said their operating times are until 5pm, which doesn't take the receiver's office hours, and even then, there was no call the whole day), then the line cuts.

Now a week later, I tried the WhatsApp customer line and the consultant closed the query when THEY thought the issue was resolved. I have still not received my parcel.

Granted, I was unable to answer the call when they called (which is out of their control so I don't blame them), but I tried calling the driver 2 minutes later (per my call log) there was no response to at least have someone on their path to collect on my behalf.

There is no clarity on when delivery will be, but you MUST be available whenever it is. And if you're not, good luck trying to reach someone for a contingency plan.