Bad customer service

I ordered a parcel from an external business, which was delivered via Pargo Courier to the Clicks in Vaal gate vanderbijlpark on the 05-08-20, on the 07-08-20 I then decided to collect it. The lady who was assisting refused to give me my parcel based on the fact that I did not receive an sms with the pin. She told me to wait until I get the sms. Today it's the 11th no sms received. I paid for that order including for the courier. I must I be inconvenienced?