They need to collect a package from me (something that has to be sent back to my employer, internationally) and I've been waiting for over a week from the scheduled collection date

They need to collect a package from me (something that has to be sent back to my employer, internationally) and I've been waiting for over a week from the scheduled collection date. Every follow up I do, I get told "today". And when I asked for the matter to be escalated, I got no reply. I can't be expected to be home at the drop of the hat when they eventually show up! It needs to be collected!