Cannot be re**** upon or trusted

I booked an overnight collection with the courier guy. The items which should have been collected was urgently required by my clients. It was critical. The lady confirmed that the collection was booked. The next morning when I needed to collect the parcel I was informed that the parcel was not ready for collection at the collection address. I phoned the business and they confirmed that the parcel was ready since the previous morning and they provided me with a list from the courier guy where it was clearly indicated that my collection was never even registered or requested. I took this up with the branch where everybody just pulled up their shoulders. The one guy even laughed at my frustration. In the meantime my client was phoning asking for their delivery! This resulted in me driving a three hour round trip to collect the items myself. I could not deliver it on time to my client who was furious! I sent an email to the courier guy requesting an explanation, but got no reply!