if you cant service me, just say so

so its 06.07.2020 i arrange and pay for overnight pick up and delivery. they dont come. i wait until 18h00 at the address, no phone call no apology. 07.07.2020 i call to amend the date since i was no longer at the address, they send a confirmation email that address has been amended and they will pick up and deliver same day. well need i say more its 08.07.2020 i ask for refund, they ask me for an arm and a leg just to refund me, i spoke to the client well she was very understanding and asked me to resend via them. which i did and well its 09.07.2020 and the parcel hasne been pick norcollected and when icall the call centre, the parcel has been delivered, so i wonder the same parcel that i have in my hand? the same parcel that hasnt been picked up. Lisa Van Wyk and Sharon Botha all no help