Unacceptable Service from Courier Guy

I booked on Monday this week for a Tuesday collection of LIVE plants from Agricultural Research Council. When I checked on Wed Courier Guy had scheduled collection for Thursday with delivery next week. I complained on Wed about this and was given a ref no for the escalation. Thursday they said they would collect at 5pm (I had stated latest 4pm) and then they have cancelled my collection. Can't get hold of them by phone, can't get an agent online on their website - its just says "waiting to connect" and after more emails they have escalated it again and given me a new reference number.

What has happened to this company?