DPD UK review: Complaint about service.They just didn't understand what was required

Simples! I wanted a collection from a Retailer inm Yorkshire to be picked up and delivered to me. Me to arrange the pickup.

SO, Did ther business, paid the money and insurance. Driver to pick up Wednesday. OK Driver went to the retailer but he was closed. SO Arranged for another collection, today (Thursday), and that really threw them... Hearn nothing back except " We will deliver your parcel TODAY (To MY address) (You haven't even picked it up yet!)
Phoned complaints yesterday anyway - Number I used ending 500 Tuesday where the lady said that I needed to cancel my order and pay for a new one (and ther insurance).
So Yesterday... Complaints - 15 mins something to answer rayer the 2 min something. Can I email someone and explain the situation I have a copy of my diliverty laben instuctions (Which - YES the Retair has p[arcelled it and attatched thje label).
Tried explaining over the phone about rescheduling... No NOT collecting fro my address - he retailer on the label. He hadn't got a clue what I was on about! Could I schedule a collection for when he's open? No you can't do that- our computer schedules. AND the CHAT sent me to a computer expert who wanted access to the innards of my computerf for £22. No a channce Pally!
I believe the retailer has given up again today as heard nothing eother and is taking it to a drop-off. If I hah been able to email I coud have uploaded a copy of the delivert label which would have explained everything. Used for business myself. Not using DPD again. Not uploading label detail as JPG or PDF as data on ther confidential.