CTT Expresso - Delay in delivery / lost package

Where do I begin with this, I ordered an item from a Portuguese store in another part of the country to be delivered to me in Lisbon. The item was handed over to CTT Express on 3rd Feb 2020. As the delivery time was stated from between 10am to 7pm on 4th, since I would not be home I decided to change the delivery time to between 7pm to 10pm which the website allowed me to do and charged me for this change. I was expecting the delivery on 4th Feb 2020 between 7pm and 10pm and even called their customer service to confirm that everything was in order. I was told by Jose Parente that CTT Express does not deliver at the time slot I chose from their website. Jose also informed me it was sent to Loures on the 4th (god alone knows what for) and the tracking has not been updated since, I went ahead and logged in a complaint because of the false information and in
I called them up again today 6th Feb 2020 and spoke with Edna Almeida who to my surprise informed me that they are unable to locate my package, after finding that out I asked to speak to the Supervisor Ricardo Rogado to get more information, I was told he would call me back after his "lunch break" that call never came and I decided to call them up again. Edna picks up the call and immediately realises that it was me after I mentioned I wanted to be transferred to Ricardo.
Ricardo sounded like my situation was a common occurrence and didnt seem empathetic and didn't apologise even once and just said I have to wait to know whether they have lost it or not.
How is this place still running and why are people still using their horrendous service?