DPD - Neefektīvs klientu serviss

We ordered DPD Latvia to deliver the goods to Sweden. The cargo was packed, labelled and picked up from our location near Riga. After a week, our customer complained that the cargo was not received. It turned out that part of the cargo was sent back due to exceeded weight (although it was checked by DPD Latvia). It's been one more week passed and we have not solved the issue, nor received the cargo back; also we don't have any explanations why it happened. I've contacted DPD Latvia 5 times within the last 3 days and there's no way how to solve the question directly with the transport manager. Instead, we're asked by the customer service person on the phone to wait for the solution (or wait for additional information). When asked how long we should wait, the answer was: within 3 working days, which is bad practise in a situation when an urgent solution is needed. My rating is 2 stars because their customer service is bureaucratic, inefficient, and not customer-oriented.