The Courier Guy poor performance

I used to swear by The Courier Guy but now I swear at them. I don't know if they've outgrown their capacity or what it is, but their service is becoming poorer by the week. In the past month they have; not cancelled a collection when requested to do so/cancelled two subsequent collections which they should not have/been informed that a collection cut-off is 16:00, then reported that the supplier was closed at 17:16. We have courier companies sending us their profiles weekly, soliciting business, but is it a case of better the devil you know.......?