Poor service

I arranged with Samsung ADH to come collect my Samsung S6 Edge plus and deliver a loan phone on the 10th November . I removed the simost card and left it at home with a letter confirming that I am leaving someone else in charge if it. I came back and it was still there and I got a call from couriers saying they were in my house and they were told I moved. Which was a lie, they were far at the time and they promised to come back on the 11th at 12: 00am. I again left the phone at home and then got an email at 11:30am saying the loan phone is being returned to ADH because they failed to get hold of me. No one called me on my work phone because I had removed my personal sim card from the S6 for fixing. I called ADH and I was told there is nothing theye can do. I can't keep on removing my sim card and waiting for ADH to come pick up. I need someone to tell me if I can do pick up on delivery myself because the couriers they use are useless.