Unhappy client

This is the second time im not happy with their service. I was expecting an order and it didnt arrive. Around 6pm i get an email that says my package might be returned as there was ni communication between me and the delivery guy. My phone was on the whole day so im certain they didnt try to call me. The time before this one they called me and asked uf i could come collect my package from their offices. How do you even ask me this when i paid for door to door delivery