"Failed Collection, but in the whole day"

I am very disappointed with this company and their courier service which is MRD express. I received my order on Tuesday 01/05/2018 but the shoes were too big and then I logged an exchange but there was no smaller sizes available so I then logged a return for a refund. It was approved on the same day and I received an sms stating that the parcel will be collected on the 03/05/2018. I then called their call centre advising them that I will be available at 1pm in the Afternoon so can the driver collect after 2pm or before 2pm then the person I spoke to sid its fine she will send the information to the courier company and I also gave her my number so that the driver can call me when outside. Guess what? Not even one driver came not even a phone call or sms to say the driver is on his way. I just checked the tracking for my collection and it says the collectiuon "FAILED". How? As I've been at work the whole day and I'm still here now!! I told the lady that I will be available from 1pm till 10pm as I'm working the late shift. I'm very angry with their services. This is unacceptable they are not professional at all.