Bad customer service

I ordered some stuff at Woolworths online and then they use a pargo delivery company to deliver my stuff at a pickup point. The pickup point was beares furniture shop in thohoyandou. I was not able to go and fetch the parcel myself but the pargo policy stated that the person that I send must go with my ID or copy of my ID and also their own ID. I did that but when she arrived the stuff at the store gave her a hard time they told her that she must have an affidavit to fetch a person she told them about the policy and they still didn't want to give the parcel. I call them and told them and then they still refused and in that case I called pargo and explain my issue and they told me that was not possible they have to give her the parcel. The woman that was helping me on Pargo call them and told them that they have to give her the parcel and she's authorizing it . And even after that they made a person that I sent wait for almost an hour and they like to her that they're still waiting for another call from pargo the next minute they told her that they're still busy with another customer they will help her when I called back at pargo she told me that they gave them the authorization a long time ago. The ended up giving her the parcel after pargo called again but they took that time wasted our money buying airtime to call up and down and they will rude . The person that was helping her at the store handling was ntsako.