Dissapointing and frustrating experience. Never using Dawn Wing again

I wanted to arrange a collection and delivery. Easy enough got a quote (only fast thing Dawn Wing was able to do), paid it and gave full instructions (please take note that I sent the original quote request already specifying collection instructions and location). I needed the collection to occur during specific times (9-12 am) otherwise it would not be possible to collect due to the operational hours of the collection location. Comes the day of collection and I do not hear back from Dawn Wing when asking for confirmation of collection because it is not trackable on the website (which is not very user friendly). Only later in the afternoon did the agent write back "As per the zone controller was failed because the document were not ready." This is word for word, not a hello nothing. I rep**** to agent asking how it is possible that the document was not ready for collection and asked them to confirm the time the driver arrived at the location. I was ignored. No one contacted me to reschedule or anything, and I wonder if they would have even let me know that the collection did not happen if I didn't follow up numerous times. Now when I called the place of collection, they confirmed that Dawn Wing tried to complete the collection after 12, so of course the document was not ready because the place is not operating. I let the agent know the same and said I want a refund, or they should try again the following day. No one rep****, I only heard the next day from agent. They let me know that they scheduled pickup but are not able to begin the process because they need authorization letter from me (this was all they rep****, ignoring other concerns I raised and my questions). I am fuming at this point; how did the driver then try to complete the collection the day before and why was the authorization letter not mentioned previously when I gave instructions for everything from the get go? Also, I wasn't informed that it was successfully rescheduled so I couldn't even contact the collection location to let them know that they can expect the courier to arrive. I let the agent know of the above as well, raised my concerns and asked that they provide proper full feedback to me and provided the authorization letter to give them one last chance and asked them to book it for following day. Honestly if I could at least get a sorry and proper replies I wouldn’t even mind that the collection didn’t go to plan. But Dawn Wing does not care. Have not heard from them since yesterday. Today I sent my banking details asking for a refund because this is impossible. Hopefully they issue the refund, but I do not recommend using Dawn Wing, I gave basic instructions which were not followed, communication is 0 because half the questions are ignored, the replies are slow and lastly literally nothing is explained. Lastly I would like to add that my name (when they did send greetings in the email) was spelled incorrectly most of the time… This is basic customer service, at least spell my name correctly please.