unprofessional service and delay

I was supposed to take delivery of parcel on 24th February as the sender had booked for same day delivery. by 15:00 I see the parcel was not delivered so i had contacted the call center whom had advised the parcel is out for delivery but she wants to check with the operations manager. she spoke to operations manager whom advised that the parcel cannot be traced they are trying to locate it. i advised that is not my problem as the parcel needs to be delivered today.

she then said she will call back with a further update. she had called back to state the parcel as been located but however can only be delivered the next morning by 8;00am i had advised i need that parcel urgently hence that is why it was booked on same day delivery. she said she would escalate it to the operations manager and he will call me back.

around 17:00 i get a call from the driver whom stated that he cannot deliver today he can only deliver by 08:00 on the 25/02/2025. he put the blame on management and said he will not get paid overtime to deliver my parcel and its a tidious process i advised i am not happy i will need the delivery today he sai okay he will confirm by what time he will deliver today. he then contacted the sender and said i am being difficult and there is an issue even though parcel was booked for same day delivery he can only deliver by 08:00am.

the sender had contacted me i advised the reasons as to why i need that delivery today. she explained and begged me to please give the driver a chance he will deliver by 08:00am on the 25/02/2025.

08:00am came no parcel delivery attempted to contact the driver and he kept declining my call. I had contacted the call center whom said they will contact the driver and put me on hold whilst they contacted the driver and he said he will be there between 08:30 -09:00.

it is now 09:35 I had still not received parcel I have been on the call with the call Centre where I spoke to Mpho who contacted the driver who said he will be here within 15 minutes, we waited on call whilst trying to reach Marco the operations manager whom was difficult to reach she said he is very busy and cannot get a hold of him. the driver still had not come with the parcel and he has been wasting my time and disrespecting me and my time.

Mpho then advised that she had gotten hold of Marco however he stated he was busy finishing up something and will give me a call shortly. i still await the call of marco the operations manager...

the operations manager had not called me yet, at 09:42 i recieved a call from the driver whom was rude and spoke in an arrogant way to say its the courier guy am outside now come. but in a rude tone. i had asked why is he speaking to me in abrupt way when he is at fault. he is like i am sorry just upset that head office called me.

when i had went down i had asked where is the guy that spoke to me yesterday and said by 08:00 he will be here, he said the driver is working in another area he is just helping that guy out by doing my delivery.

Marco has not contacted me yet.