As a different prospective, I run a distributor company, slightly different in that we have direct competitors selling some of the same products.
Customer service is absolutely key, if a promise is made it should’ve delivered on.
All my goods are properly located by location code but I’m guessing Silverfish haven’t had the time to do this.
That means returning phone calls within agreed timescales, goods packed and despatched on-time.
If in any doubt at all, call his customer and discuss a solution.
I’m sure a Saturday am delivery could have been made, most couriers offer this service, just costs a little extra.
This is he service my company gives our customers, I expect the same back.