DTDC Courier & Cargo — Shipment not delivered

We have booked a saree from Pithapuram to Visakhapatbam. It has been booked on 23 Sep 2020 at Pithapuram DTDC courier office. Reached Visakhapatnam on 29 Sep 2020. Parcel was not delivered at the given address and rerouted back to Pithapuram.

Now it has been held at Kakinada DTDC office from 02 Oct 2020 onward when called customer care of DTDC they are stating customer has to come and collect the parcel.

How this is possible, if they are not able to provide proper service let them shutdown the courier business.
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    +91 80 2536 5032 [Customer Care]
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    DTDC House, No. 3, Victoria Road, Bangalore, Karnataka, India - 560047
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