Seur review: Appalling customer service

I made an online purchase from Zara for which I paid a little bit extra so I could have the goods delivered on a specific date (03/09/2021) as I am on holiday in Spain and needed the delivery done today.
The courier service was a company called Seur and to my disappointment, they never delivered the package. They sent me an email saying to change the delivery date as they had 'attempted' to deliver but couldn't because the address was incorrect but never bothered to call or email to see where the address was.
When checking the records on the Zara website, the address was in fact correct and on the email from Seur also specified the correct delivery address so not sure what the issue was in delivering to the house.
I called Seur up to see if I could pop over to their collection point to pick up the parcel so the driver did not have to come all the way back again and to my surprise I was shouted at over the phone by a lady called Maria who told me to contact my courier provider (which was them!) and hung up the phone.
I called back a second time and a man called Ismael answered the phone. Let me tell you, if the service with Maria was bad, this was a million times worse. Ismael told me the next delivery or collection date was this coming Monday (06/09/2021). I explained to him that I was only in Spain on holiday and would be returning back home on Sunday, therefore, Monday was impossible for me as I would no longer be in the country. Ismael seemed to enjoy repeating the same 4 words to me over the phone "next date is Monday." I explained I was happy to pick it up myself and it did not have to be delivered to me but that I had to collect it either today or tomorrow due to the fact I was leaving the country. No sir, not acceptable with customer service agent Ismael. He shouted, laughed at me and did not let me get a word in in the 10 minutes I was on the phone to him. He then said to me, and I quote "you are not understanding me, you are not getting your parcel today, the next day or even Sunday - you will wait until Monday." I have worked in customer service for years and never in my wildest dreams had I ever experienced such a rude and condescending attitude to a paying customer! I told him his service was appalling and should be trying to help find a solution to the issue that THEY caused - he hung up the phone.

I then decided to contact Zara directly and explained the issue to them. Turns out that Seur had not informed them of the issue and Zara were under the impression that the package was still due to be delivered today. They told me they would liase with them directly and ensure I received my parcel before flying back home. I was then informed by the Zara customer service team that I could collect the parcel tomorrow (Saturday) between 8am and 2pm from their collection point in Malaga (an hour's drive away), although not ideal, I thanked them for finding a solution and agreed to collect from there.
After my terrible experience with them, I called Seur Malaga (where I am supposed to go tomorrow to collect the parcel) and advise of the situation and that Zara have told me that I can go collect the goods tomorrow (04/09/2021) due to the mix up with the delivery and that this has been confirmed to them directly by Seur Malaga. Lo and behold, here comes the third hurdle with this atrocious company. The customer service agent on the phone (didn't give me his name) told me that this was a lie and I would not be collecting the goods tomorrow as the next date was on Monday. I explained that Zara had liased directly with Seur to ensure I could collect my parcel tomorrow as Seur were the ones who messed up my delivery, which I paid extra for! This call went just as badly as the previous two calls and at this point I was ready to either throw my phone out the window or smack my head against a wall. I then asked where exactly my clothes were to which he told me they were in their Malaga depot, to which I responded "then why cannot I collect them tomorrow if they are already there?" The customer service agent told me for the umpteenth time that next date was Monday and that he could spend "all day repeating the same thing to me and didn't care that he was not providing any solution - Monday or nothing!" and he hung up the phone, surprise surprise!

I have contacted Zara again and I am awaiting a solution but it seems that a refund for my order is the only thing I will be receiving.

I am baffled by the horrendous customer service but even more so as to why such a well known company such as Zara even use this courier service. I have checked on trust pilot and from just over 6200 reviews, 96% of them are bad, giving them a 1 star review - all detailing the same issues I have experienced.

So here I am, 8 hours later with no clothes and no solution from Seur other than to wait until Monday - even though I'll be in a completely different country by then and won't be here to neither pick up the parcel or be here to accept the delivery.