Unacceptable!!!

I booked them to collect a parcel on the 30th of January, after emails, and phonecalls yesterday they promised it would be collected yesterday. They called me this morning and said it was collected yesterday, but my client says it was not collected. I am a regular customer and have never had problems with them until now. I have tried calling all three of their numbers several times today, but no answer. This is unacceptable.