Really bad services

This is the second time that they have failed to pick up and deliver to my address. We live 7km from a road they use daily then tell me that they only do that area 3 days a week but only pass there 2 times a week and still do not know if they really going to pick up or deliver. There services is getting bad by the day. I have paid them to just having to pay again for thing i dont need to buy just because they fail to do there work