Terrible service

I placed an order for a package to be collected fron a supplier last week Thursday. Up to now, it has not been yet collected and the ckient is very upset. When you phone Skynet, they are eager to say you nust place your orders online but when you do it, they are not doing what they are supposed to. Now I am losing on a big order as this was samplea for a client and now they want their money back. Who is gonna pay for the damage.