Poor service beyond

Courier guy has had my parcel since the 20th and now its the 25th. I keep getting alerts the my parcel is out on delivery but it never gets delivered. They claim driver was here yet i have been home waiting for them. The lady drop the phone on me because she couldn't even show empathy on my query. The driver normally calls me at the gate couse couriers are not allow inside where i stay ,suddenly the same driver who normally deliver to me says ,there no one called Maria here, how is that possible. No corrective action, to make sure that i get my parcel. They just keep getting annoyed. I have been pleased with them until today, the stunt of dropping the phone on me and shouting just shows that there was no training at all. Manager non existent