Firstcry.com — Pick up communication failure

I have requested the return of an item through first cry application one week before. I did not get any response regarding the same for few days. After that I got a message with the mobile number of an executive that my item will be going to pick up that day. However I have not received any call from him. I tried calling him but his phone is switched off for long hours and hence I am not able to contact him.
Today morning I got a message from first cry that my pick up of an item is cancelled as I have cancelled the same from my end. Please explain me how can you put the blame on the customer as the service is not properly done by your executive. As a customer this is a bad experience for me. This issue has unnecessarily waste my time. Please try to avoid these kind of issues in future.