DTDC Courier & Cargo — Non delivery of parcel even after seven days

I booked a parcel containing room keys to be delivered to my friend at Bangalore on[protected] at Hyderabad, Attapur branch. The agent confirmed the same will be delivered by 30th. But it was not delivered. When I contacted customer care, it was told the parcel is in Air cargo and will be delivered TODAY. I dont know why it is in Air cargo, when it was sent by TRUCK( as told by customer care person) . On 31st, 1st November, 2nd November, also it was not delivered and when contacted, it was told that IT WILL BE DELIVERED TODAY. My friend went to Bangalore and stayed in a hotel and incurred an extra expenditure of about Rs.15, 000, due to non delivery of room keys by DTDC courier on time.
I knew from customer care person that she is the head of the DTDC and no higher authorities are there and she does not have the contact details of other DTDC centres at Bangalore