Missing Customer Service/Satisfaction

It is very unfortunate that I feel like this as I was fairly happy with their service. But oh my gosh, these last few times we used them, there always seem to be a problem. Most of the excuses we hear is that they couldn't pick up as there was no one there. Then you phone the collection point and they said that TCG was not there. No we have to hear they couldn't pick up as there was no invoice or so... If you phone to ask what is going on - you get through to a call agent that only says "it shows that collection/delivery was arrange" that is all - no investigation into what the problem is/was/will be... and no help at all.. Where is customer service going to? Oh,right - there is no such thing as customer service nowadays... No matter where you go..