Blue Dart Express — Delayed delivery of product and misbehaviour of customer care executive

Address:

Bilaspur, Chhattisgarh, 495001

Dear sir,
I have ordered a laptop and awaiting its delivery by bluedart courier. as per the detail mentioned in the tracking status (waybill number [protected]), it reached my city on the morning of 8th october. and still on 5th day, they havent been able to deliver it to my address which is hardly 4 kms from bluedart office. i have ringed bluedart services atleast 10 times and each time they say that they will deliver it same day. today also at morning, i ringed and i was assured that the product would be delivered today. i kept waiting whole day and now on ringing them againat 345 pm today (12th october), i have been told that it would be delivered tomorrow. when i asked the customer care executive that why was i assured in the morning that the product would be delivered to me today, she started shouting that you are misbehaving with me.
I have two questions-
1. my courier is in the local office for 5th day. why havent you delivered it to me still yet?
2. bluedart isnt providing services free to customers. it is charging enough from customer even more than many other services, so why cant customer ask you for the delay in the delivery? and is asking for reasons for delay in delivery is misbehaviour? kindly go through the call (if recorded by you as many other customer care service do) and tell me where did i misbehaved?
I need a reply for this...