Ecom Express - Package not delivered to customer

AWB number- **********
The tracking site shows it is been delivered to the customer but the customer has not received it. When asked the executive who has received it they say family member how does the delivery boy know if its a family member or not?! The executive when i ask I want to speak to a senior say i will receive call back within * hours i have called * times in the last ** hours I haven't received a single call from you! The delivery package has all the details of he customer along with the contact number why can't the delivery person call the customer and confirm once?! The parcel had to be delivered by **th July **** and today is **th July **** the customer has still not received the parcel. What if the product is defective the return is within * days which has crossed. Not once have i been able to talk to senior you guys just disconnect the call as per your wish place the call on hold without informing what training are you guys giving?! Pathetic service by Ecom Express. No email id to complain also no call backs and form in the site is useless.