Franch Express Courier — where is my courier?

Address:

Chennai, Tamil Nadu, 600019

On 16/04/18, I had booked a courier from Madurai, for delivery to Chennai (Kavi Bharathi Vidhyalaya School, TH Road, Thiruvottiyur).

Today it's 26/04/18.It has been 10 long days and the courier hasn't been delivered yet!!

The courier contains important documents that had to be signed and submitted immediately. It was supposed to be delivered with priority.

When the courier wasn't delivered even after 2 days from date of booking, we begun following up with Madurai and Chennai office about the status. We've got in touch with your Head Office, Thiruvottiyur Office. The response is very bad.
They seem to have misplaced the parcel. There is no seriousness in their response even after this being an important document that has not been delivered for 10 days!!

Now, we want an immediate, prompt and serious update on the exact location of the courier and when it'll be delivered.
I have to receive this update ASAP!!

The home page of France Express's web portal reads...
" Your packages, letters and cards will be delivered very promptly and safely to your reciepient hence there is no need to worry of your delivery being misplaced anywhere else.
We will be in a position to give you the status of your consignments at any point of time, as we track all the consignments hrough inter-linked computer systems, as all our consignment slips are bar-coded Our R&D dept is continuously in the process o[censored]pgrading and modernising our tracking system to give better service to our clients "

I guess it's time to answer these questions before making such false commitments to your clients..

1) Where was prompt delivery?
2) Where was safe delivery? They seem to have misplaced the courier!
3) Why couldn't your interlinked computer system track the location of the now misplaced courier??

And worst of all none of the email IDs on your website for Customer Care actually exist! Do you even know what Customer Care is?