I blame the Police. There is no real reason for them to hold the packages since the thieves were caught in the act.
I think both companies offered reasonable customer service. Towers was better, but that might be because of customer history. Tower might have you on their books as customer who buys lot of stuff from them every year and it might be the first time you have had trouble with delivery. If you'd been new customer they might have behaved differently.
Today my package from Tower has been five weeks on the way, perhaps I should ask them for another.