Butlers doesn't deliver... apparently

On 2 separate occasions I've been asked by your delivery drivers to meet them somewhere to pick up my order. Over the many years at the same address all the other drivers have delivered to my door, no problem. Now, if these drivers aren't comfortable delivering to my area or don't want to, they need to inform you so that my orders don't get assigned to them. When calling your N1 city branch, we spoke to Tyler. He said that they have an arrangement to pick up at the Shell garage in Century City. We ordered through my wifes number, it never picked up when ordering online so they called her. Yet nothing was mentioned online or over the phone about their special arrangement. One would think that was pertinent information before taking someones money and then holding their food to ransom. When asking to speak to the manager, they were busy and asked why we want them to come back to us. What also leaves a bad taste in my mouth is that after telling the driver (Matthew) we were unable to meet them. He eventually came to our house and had the audacity to say thank you for the tip. This A hole doesn't deserve a tip. But since everything was paid for at the time of the order (snapscan) this couldn't be undone. I would like to continue to ordering from your establishment, but something needs to be done here.