Bad customer service

I had such a horrible experience. After a ***** up of note for over 2 hours. I had to drop off 10 parcels. My parcels were moved by an amazing staff member by the name of Rosina, she went over and above to sort out my issue. I called The Courier Guy Ottery office at 16:55 to let them know my husband is on his way and 2 minutes away, we live in Ottery, he had left already. The guy on the phone at 1st said no the gate is already closed, that's when I told him but uts 16:55 I still have 5 minutes, he agreed and said ok. By the time my husband got to the office, which was at 16:58, there were 2 guys not even wanting to come to the locked gate. They showed my husband that the gate is already shut, infact they laughed 1st. My husband tried to show them that I called and the person on the phone said he would wait. This was truly disappointing after all that effort. I wanted to drop 10 parcels, we are paying customers, it wouldn't have hurt to just take them as agreed on the phone.