they overpaid for the delivery of this service, and as a result, they are delayed worse than they could have been with another service, the woman on the phone promised to deliver today, but in the end nothing
There is no question of meeting deadlines. They can promise to bring the parcel today - as a result, it will be delivered in 5 days or more. People in the office do not want to work, have no idea what logistics and an adequate assessment of deadlines are.