First Flight Couriers — non delivery of pan card and arrogance of staff

Pan card no. Cegpg7429r was issued by income tax deptt. And it was intimated that the same has been despatched on 02-aug-2018 by first flight couriers pvt. Ltd courier vide airway bill no. B903z6061076, at the address for communication indicated in the application. The pan card was expected to be delivered by 12-aug-2018.
After checking the status on first flight website it was seen that the courier had reached their mayur vihar, delhi branch on 8th aug 2018 morning (Attached please find the screenshot in this regard). However since they did not deliver at our address till 13th aug 18 morning, we contacted their mumbai and delhi offices. The officials expressed their helplessness in delivering in next couple of days due to ‘shortage of staff’. Eventually they forced us to collect the pan card from their mayur vihar sorting office.
On visit to their mayur vihar branch the staff behaved arrogantly and repeated the ‘staff shortage’ excuse and after persistent requests handed over the pan card envelope. To our utter shock and surprise, it was noticed that dozens of pan card envelopes are lying in their shelves which are not delivered to the applicants. Attached please find the photo in this regard.
It may kindly be appreciated that we never faced such shocking experience when it deptt. Used to deliver through speed post.
In view of the above it is requested to initiate suitable action against first flight courier pvt. Ltd. And review the contract with them. Continuation of their miserable services will cause severe hardship to indian citizens who yearn to be honest taxpayers.

Regards