No show, no response: Bad customer care

A time was confirmed over the phone with Brian to fetch and courier a parcel, but no one pitched at the given time. I couldn't get hold of any one at the office who I had spoken to previously and no one else could tell me anything at all. I left a message and was not contacted again. Unfortunately this sort of thing makes me lose faith in a brand very quickly. How can I trust them with a parcel if they don't keep to arrangements or communicate?