Delivery cancelled

My wife experienced an issue with my delivery today and would like some assistance in the matter.

She placed an order at 11am for delivery between 1-2pm. (Order #***) She received notification that my delivery would be made around 12:59pm. She works from home, so was present to receive my order. She then received a notification to say that delivery failed due to customer not present. (We stay in an estate and security would always call when the delivery guy arrives - this has never been an issue). She received no calls from the security or the checkers driver to say he was here.

She had to re-order the order using the amount refunded into the wallet (Order # ***), however I now landed up paying R26 more for the exact same order, which I'm not sure why? My order was delivered straight away, as she's sure they used the same order that was previously packed.

Look forward to receiving some feedback.