The Professional Couriers — Courier not delivered - misrouted complaint

Website:

www.tpcindia.com/customer-care.aspx

A courier has been booked from perambalur to trichy on 16.07.02021.I didn't receive the courier which is supposed to be delivered to airport address and when enquired in the head office in trichy, i was told that it was sent to mathur branch and they gave me a number for enquiry which was not picked up.Then i was provided a contact person's mobile number of that particular branch.When i called that person he told me that the courier has been misrouted to this branch, so it will be delivered on 19.09.2021only or else i was asked to pick the courier from thier branch.Since it is an urgent document, i spoke to a customer service person and i was informed that i will receive the courier by today itself(around 8pm).Till now i havent't received the courier.What is the fault from the customer side for their staffs negligent behaviour?when trying to register a complaint in their website, i couldn't submit the complaint since it was routed to another page with a error message