DTDC Courier & Cargo — Courier booked in Express service not delivered after 4-5days

Address:

Moodalpalya, Nagarbhavi main road, Bengaluru

I had booked a courier with DTDC - Moodalpalya, Bengaluru, a package of - 2 shirts weighing around 500 grams on the 2nd November by 11am to be delivered to coimbatore.
While booking I enquired if my parcel will reach on the 3rd or 4th of November if I book an express service and also reminded the agent that 4th November is Deepavali in coimbatore, the agent confirmed that it will reach on the 4th November since DTDC is a bengaluru based company and since the 1st November was a holiday DTDC would we working on the 4th November.
When the package was not delivered on the 4th and also on the 5th by 12 noon, we called the head ofiice, a lady from the head office spoke very rudely, saying that the package is despatched to coimbatore, and it is the coimbatore office to respond and she had nothing to do about it, inspite of telling her that we had tried calling all the available numbers found in the net, and not even a single person is answering the call, and moreover wanted to know who had given her number to be contacted.
If she is not able to respond to a customers query, why is she employed in a head office.