Drivers got more Authority than Office Staff

Use to never have a problem with their service, until I needed a pick-up on a Friday (more than once now). Their drivers have the final say it seems, with no communication to their office aka no communication to the client. If the driver decides its too late to do a pick-up he will go back to the depot without clearing it with the office etc. If he then collects the next day and have another collection at the same address he will also mark it as a duplicate, again, no checking with the office and then have the audacity to ask the client to meet the driver somewhere cause he cannot turn around (while still being in the same small town). Client have to follow-up to ensure that deadlines are met. Something changed and I would advise that they better sort it out before loosing more clients.