do as client request not ignore them

this company is dealing with my delivery from mtn for the 3rd time & 2 times I dealt with 1 person who was friendly & efficient and made my delivery very easy this time around another person phoned me and confirmed with about delivery & I said to her we'll do as I did the last 2 times so she agreed & I emailed her doc's & said to her youll get this in 5 minutes & please call me to confirm all is ok. 1 hour passed she didn't phone so I thought I'd call her instead but spoke to someone else so I left a message she never called so about 45 minutes later I spoke to another person & left another message she still didn't call or It maybe she didn't get the message. now I'm in the dark as to weather she got my email or not. so now I must guess all is alright & expect my goods o or not I'm a long time customer of mtn & I'm going to ask them to send my future packages via another courier company bcoz this time around I'm not happy at all with the service of this individual